Ticket

This document describes the core Ticket DTO model used by the Ticketing module, with full field-level references and TMF621 mapping.

1. Business Meaning

1.1 What a Ticket Represents

Ticket is the operational ticket record. It captures classification, lifecycle, SLA context, and references to related entities and parties.

1.2 Lifecycle and Classification Governance

Ticket is intentionally small as a core operational record. The business policy is externalized to registries so operations teams can change behavior without changing API contracts.

Lifecycle and classification behavior is controlled by configurable code tables:

• TicketType
• TicketStatus
• Priority
• Severity
• Resolution
• Problem
• TicketCategory
• Channel

LinkType defines reverse naming semantics for ticket-to-ticket links.

This governance model separates runtime ticket data from governance data:

• Ticket stores the case state and context,
• registries define the controlled business vocabulary,
• workflows and automations evaluate registry values for routing, escalation, and SLA behavior.

Why this matters operationally:

• if status is free text, queue governance becomes inconsistent,
• if severity/priority are not standardized, escalations are not comparable,
• if category/problem are inconsistent, RCA and trend reporting are weak,
• if resolution is not normalized, closure quality and auditability degrade.

1.3 How to Configure Ticket Lifecycle and Classification

Recommended business-first setup (from policy to execution):

1. Define business ticket families in TicketType (incident, request, complaint, preventive maintenance, partner issue).
2. For each type, define allowed lifecycle checkpoints in TicketStatus and map them to your operating model (intake, triage, execution, validation, closure).
3. Define impact model in Severity and urgency model in Priority so dispatchers can distinguish "how bad" from "how fast".
4. Define intake sources in Channel (portal, call center, email, monitoring integration, partner API) for policy and analytics segmentation.
5. Build reporting and assignment taxonomy in TicketCategory, then define recurrent root-cause groups in Problem.
6. Define closure outcomes in Resolution to make closure reports and quality reviews consistent across teams.
7. Define link semantics in LinkType and use TicketRelationship for parent-child, duplicate, and dependency structures.

Configuration principles:

• keep code tables stable and evolve labels/descriptions via localization/config,
• avoid duplicating meaning between fields (for example do not use both problem and category for the same purpose),
• keep "business language" in registries and "transaction facts" in Ticket,
• publish a short governance playbook so all teams apply the same classification rules.

When this model is configured, Ticket records become interoperable across care, assurance, and field operations. This is the key precondition for trustworthy KPI and SLA reporting.

1.4 Why These Attributes Exist

Business purpose of the core classification fields:

• type: defines the business contract of the case, including default process, ownership boundaries, and reporting family.
• status: is the lifecycle checkpoint used for queue management, escalation, and SLA clock transitions.
• severity: expresses impact magnitude (customer, service, network, revenue, reputation).
• priority: expresses dispatch urgency and execution ordering.
• category: expresses organizational/service taxonomy for assignment and reporting.
• problem: expresses root-cause/problem-domain taxonomy for trend and prevention programs.
• resolution: expresses standardized closure reason/outcome for quality and compliance evidence.
• channel: expresses source of intake and supports channel-specific governance and analytics.
• key: exposes a human-readable business identifier used by operations and customer communication.
• externalId: links external alarm/case references for end-to-end traceability.

Typical policy interpretation:

• "severity tells leadership how much damage exists."
• "priority tells operations what to do next."
• "status tells everyone where the case is right now."
• "resolution tells audit and quality why the case was closed."

1.5 Plain Explanation

If you explain the model to non-technical stakeholders:

• type = what kind of case this is,
• status = where the case currently is,
• severity = how serious the impact is,
• priority = how quickly the team should work on it,
• category/problem = how we group and learn from cases,
• resolution = how the case ended,
• channel = where the case came from.

Reference links:

• Core ticket contract: Ticket
• Lifecycle and classification registries: TicketType, TicketStatus, Priority, Severity, Resolution, Problem, TicketCategory, Channel, LinkType

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2. Entity Reference: Ticket

Ticket

Business role: core operational case object aligned with TMF621 Ticket. It represents one issue/request through its full lifecycle from intake to closure, including business priority, service-impact severity, ownership context, and auditability for compliance and KPI reporting.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Ticket unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user. Default: null.
key	String?	No	No	Ticket unique identifier / business key in readable format. KEY may be assigned by the client using custom mnemonic, or it is generated by TSM. KEY generation is installation specific according to business rules. If no rules are available, the key is filled from a numeric sequence. This ID SHOULD be displayed to the end user. Default: null.
name	String	Yes	No	Ticket name - a word, term, or phrase by which the ticket is known and distinguished from other tickets. The name should be unique, however it is not validated by TSM.
description	String?	No	No	Free text to describe the ticket. It may contain HTML formatting. Default: null.
type	String	Yes	No	Type of the entity. This value MUST be one of ticket type code from 'Ticket Type' registry FK TicketType.code
channel	String?	No	No	Channel of the entity. This value MUST be one of ticket channel code from 'Channel' registry Default: null.
severity	String?	No	No	Severity of the entity. This value MUST be one of ticket severity code from 'Severity' registry Default: null.
status	String?	No	No	Status of the entity. This value MUST be one of ticket status code from 'TicketStatus' registry Default: null.
priority	String?	No	No	Priority of the entity. This value MUST be one of ticket priority code from 'Priority' registry FK Priority.code
resolution	String?	No	No	Resolution of the entity. This value MUST be one of ticket resolution code from 'Resolution' registry Default: null.
problem	String?	No	No	Problem of the entity. This value MUST be one of ticket problem code from 'Problem' registry Default: null.
category	String?	No	No	Category of the entity. This value MUST be one of ticket category code from 'Category' registry Default: null.
closedDate	Date?	No	No	Close date Default: null.
closedUser	UUID?	No	No	Closed user ID (UUID) Default: null.
closedGroup	UUID?	No	No	Closed group ID (UUID) Default: null.
creationUser	UUID?	No	No	Creation user ID (UUID) Default: null.
creationGroup	UUID?	No	No	Creation group ID (UUID) Default: null.
externalId	String?	No	No	External ID Default: null.
chars	TsmChars	Yes	No	Chars. Default: TsmChars().
processingData	ProcessingData?	No	Write-only	Additional transient processing context. Not persisted as entity attributes; used only during processing and possibly stored in audit (sanitized). Use namespaced keys (e.g. 'routing', 'pricing', 'partner.o2'). Default: null.
dataTags	List<String>	Yes	No	Data tags (aka Labels) for this ticket Default: listOf().
creationDate	Date	Yes	No	Creation date Default: Date().
sla	SlaValues?	No	No	Sla. Default: null.
entities	List<RelatedEntity>?	No	No	Entities. Default: null.
relatedParties	List<RelatedParty>?	No	No	Related Parties. Default: null.

Enum TicketExpand

Value	Meaning
RELATED	Expand entities (RelatedEntity).
RELATED_PARTIES	Expand relatedParties (RelatedParty).

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3. Entity Reference: Lifecycle and Classification Registries

TicketType

Business role: classifies tickets by business process (for example incident, request, complaint, maintenance). Type drives workflow routing, forms, privileges, and default process behavior.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	Ticket-type config. Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
entitySpecId	UUID?	No	No	Entity Spec ID. Default: null.
defaultProcessExpr	String?	No	No	Default Process Expr. Default: null.
registry	MutableMap<String, Any?>	No	No	Ticket-type registry. Default: HashMap().
tsmModuleId	UUID?	No	No	Tsm Module ID. Default: null.
ticketPrefix	String?	No	No	Ticket Prefix. Default: null.
tabs	List<String>	Yes	No	Tabs. Default: listOf().
mnemonicCode	String?	No	No	Mnemonic Code. Default: null.
processingData	ProcessingData?	No	No	Data are not stored to DB. Transient only Default: null.
icon	String?	No	No	Graphic element displayed next to the type of notification Default: null.
sla	String?	No	No	Sla. Default: null.
createPrivilege	String?	No	No	Create Privilege. Default: null.
tsmModule	String?	No	No	Tsm Module.

TicketStatus

Business role: governs lifecycle state transitions and process checkpoints. It is the main control for operational queues, escalation policies, and closure governance.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
config	MutableMap<String, Any?>	No	No	Config of the value. Default: HashMap().
style	String?	No	No	CSS class style Default: null.
statusCategory	StatusCategory?	No	No	Status category Default: null.
localization	TsmChars?	No	No	Json structure of localization Default: TsmChars().
order	Double?	No	No	Order Default: null.

Channel

Business role: identifies intake origin (customer portal, call center, monitoring system, partner API, etc.). Channel is used for operational analytics, SLA policy differences, and omnichannel service reporting.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
config	MutableMap<String, Any?>	No	No	Config of the value. Default: HashMap().

Priority

Business role: defines handling urgency and queue ordering. Priority is typically derived from impact and business criticality and is used for dispatch and escalation decisions.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	config of the value, it may be used for another variables Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
style	String?	No	No	CSS class style Default: null.

Severity

Business role: expresses technical/business impact magnitude of the issue. Severity is a key input for SLA objective selection, incident command level, and stakeholder communication.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	config of the value, it may be used for another variables Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
style	String?	No	No	CSS class style Default: null.
defaultValue	Boolean?	No	No	Severity default value flag Default: null.

Resolution

Business role: records standardized closure outcome (for example fixed, workaround, duplicate, not reproducible). It supports quality analytics, RCA trend reporting, and regulatory evidence.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user. Default: null.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
config	MutableMap<String, Any?>	No	No	Config of the value. Default: HashMap().

Problem

Business role: categorizes problem domain/root-cause family. It improves triage speed and enables consistent knowledge-base and problem-management reporting.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	config of the value, it may be used for another variables Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
parentCode	String?	No	No	Parent code of the value Default: null.
parent	UUID?	No	No	Parent ID of the value. FK self.ID Default: null.

TicketCategory

Business role: provides hierarchical functional taxonomy for reporting, ownership boundaries, and assignment rules. Categories support portfolio-level incident analytics and routing segregation.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	config of the value, it may be used for another variables Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
parentId	UUID?	No	No	Parent ID. FK self.ID Default: null.

LinkType

Business role: defines semantics of relations between tickets (for example parent-child, duplicate, dependency) including reverse business wording for UI and reporting clarity.

Field	Type	Required	Read-only	Description
id	UUID?	No	No	Row unique identifier / primary key in UUID format. ID may be assigned by the client using UUIDv4 standard, or it is generated by TSM. This ID SHOULD NOT be displayed to the end user.
code	String	Yes	No	Code of this value. It is used whenever the value is referenced from computer program or API. It MUST be unique and SHOULD contain only ASCII characters without spaces (best to use valid programming language identifier).
name	String	Yes	No	Name of this value, this is displayed to the user.
description	String?	No	No	Description of the value, it may be used as a tooltip. Default: null.
validityFrom	Date?	No	No	Begin of the validity of the value. Default: null.
validityTo	Date?	No	No	End of the validity of the value. Default: null.
localizationData	LocalizationData?	No	No	Localization data of the record attributes Default: LocalizationData().
config	MutableMap<String, Any?>	No	No	Configuration of the value, it may be used for another variables Default: HashMap().
dataTags	List<String>	Yes	No	Additional data tags (aka labels). Default: ArrayList().
reverseName	String?	No	No	Reverse Name. Default: null.

Enum StatusCategory

Value	Meaning
NEW	Newly created status.
IN_PROGRESS	Work in progress status.
RESOLVED	Resolved state before final closure.
DONE	Final completed state.
CANCELED	Canceled state.

Enum TicketStatusExpand

Value	Meaning
LOCALIZATION	Expand deprecated localization block on status.

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4. TMF621 Mapping

TMF621 baseline mapping to tSM Ticket model:

TMF621 field	tSM DTO field	Notes
id	Ticket.id + business Ticket.key	tSM distinguishes technical UUID and readable business key.
name	Ticket.name	Direct semantic mapping.
description	Ticket.description	Direct semantic mapping.
ticketType	Ticket.type	Code-table driven (TicketType.code).
severity	Ticket.severity	Code-table driven (Severity.code).
priority	Ticket.priority	Code-table driven (Priority.code).
status	Ticket.status	Code-table driven (TicketStatus.code).
creationDate	Ticket.creationDate	Direct semantic mapping.
resolutionDate	Ticket.closedDate (project mapping)	Often used as terminal resolution timestamp in tSM projects.
relatedEntity[]	Ticket.entities (RelatedEntity)	Related/impacted objects.
relatedParty[]	Ticket.relatedParties (RelatedParty)	Involved parties and roles.
troubleTicketCharacteristic[]	Ticket.chars	Characteristics map pattern (TsmChars).
troubleTicketRelationship[]	TicketRelationship	Separate relationship entity in tSM.

TMF621 status baseline values are: acknowledged, rejected, pending, held, inProgress, cancelled, closed, resolved. In tSM, status codes are implementation-specific and configured in TicketStatus.code.

4.1 Source

• TMF621_Trouble_Ticket_userguide-v5.0.1.pdf (Team Approved 23-03-2025, Version 5.0.1).