Service Ticket Trait

API Service: ServiceTicketApi

ServiceTicketApi is a service which provides an interface for creating and updating service tickets in a third party system. e.g. a CAFM.

Method	Request Type	Response Type	Description
CreateTicket	CreateTicketRequest	Ticket
UpdateTicket	UpdateTicketRequest	Ticket

Info Service: ServiceTicketInfo

ServiceTicketInfo can be used to fetch information that is required to create or update a ticket for a system specific implementation.

Method	Request Type	Response Type	Description
DescribeTicket	DescribeTicketRequest	TicketSupport

Ticket

Ticket represents a service ticket in a third party system.

Field Name	Type	Description
id	string	Id is blank when creating a ticket, and is filled in by the external system. The ID is then used to update the ticket.
summary	string	Short summary of the issue being reported.
description	string	Full description on the issue being reported. This should include all the available information to help resolve the issue.
reporter_name	string	Who reported the issue, this could be a person or an automation. e.g. "Bob" or "Cleaning Assistant".
classification	Ticket.Classification	What type of issue is this. e.g. "Fault", "Cleaning", "Maintenance". Values supported by the implementing system are discovered via the ServiceTicketInfo service.
severity	Ticket.Severity	How severe is the issue. e.g. "Critical", "High", "Medium", "Low". Values supported by the implementing system are discovered via the ServiceTicketInfo service.
external_url	string	Optional. A url that points to more information on this ticket

Ticket.Classification

Field Name	Type	Description
title	string	The title of the classification. This is unique within the context of the implementing system.
description	string	Optional. A more detailed description can be displayed to a user to help them decide the correct classification.

Ticket.Severity

Field Name	Type	Description
title	string	The title of the severity. This is unique within the context of the implementing system.
description	string	Optional. A more detailed description can be displayed to a user to help them decide the correct severity.

CreateTicketRequest

CreateTicketRequest is the request to create a ticket in the external system.

Field Name	Type	Description
name	string
ticket	Ticket

UpdateTicketRequest

UpdateTicketRequest is the request to update a ticket in the external system. The ticket ID must be set.

Field Name	Type	Description
name	string
ticket	Ticket

DescribeTicketRequest

Field Name	Type	Description
name	string

TicketSupport

Field Name	Type	Description
resource_support	smartcore.types.ResourceSupport	How a named device supports read/write/pull apis
classifications	repeated Ticket.Classification	The classifications supported by the implementing system.
severities	repeated Ticket.Severity	The severities supported by the implementing system.