supportRequest

Type: object

---

Properties overview

Property	Type	Required	Description
inputs	supportTicket	✓

Detailed Properties

• inputs (supportTicket) - required
  • id (string) - optional
    ticketID, to be provided when created. Mandatory when status != REQUESTED
  • type (string) - required
    value: "supportTicket"
  • status (enum (ISSUE_REQUESTED, ISSUE_OPEN, ISSUE_UPDATE_REQUESTED, ISSUE_RESOLVED, ISSUE_REVOKED)) - optional
    ISSUE_REQUESTED the ticket is new, to be processed by the TO
    ISSUE_OPEN the ticket is open, we're on our way
    ISSUE_UPDATE_REQUESTED we're waiting on a response of the traveller(s)
    ISSUE_RESOLVED Issue succesfully closed
    ISSUE_REVOKED Issue revoked
    
  • supportType (enum (BROKEN_DOWN, NOT_AT_LOCATION, MISSING_AFTER_PAUSE, NOT_CLEAN, NOT_AVAILABLE, ...)) - required
    these are the currently enlisted support requests
    BROKEN_DOWN The asset doesn't work anymore
    NOT_AT_LOCATION The asset isn't available at the specified time/location
    MISSING_AFTER_PAUSE The asset is missing (stolen?)
    NOT_CLEAN The asset is not clean
    NOT_AVAILABLE The asset is at the location, but unreachable
    UNABLE_TO_OPEN The asset cannot be unlocked (malfunctioning)
    UNABLE_TO_CLOSE The asset cannot be closed (malfunctioning)
    ACCIDENT Accident occurred
    OTHER unspecified
    REPORT_DAMAGE Oeps. Photo sent with slight damage
    REQUEST_ASSISTANCE request personal assistance, e.g. to get into the train
    EVIDENCE Send evidence to the TO for redress functions
    
  • context (object) - optional
  • location (string) - required
    value: "GPS|gps|{datasource-prefix}|P:[a-zA-Z0-9-_.]+" this string references to information that can be found in the data sources. Enlist all prefixes (=rel) from the /collections/datasources/items that apply to a place/location. Default it matches already with 'GPS' (no entry required in the datasources). In case of a custom place (like home address), you can use the 'P:' prefix and add the address to the places list of the request/offer/package.
  • timestamp (string (date-time)) - required
    the reporting timestamp of the support request
  • priority (enum (ERROR_CANNOT_CONTINUE, ERROR_CAN_CONTINUE, DISTURBING_ISSUE, QUESTION, OTHER)) - optional
    the priority of the support request.
  • contactInformationEndUser (string) - optional
    contact information of the end user in case of direct response requests, like phone number
  • comment (string) - optional
    long string, memos etc (length 0-10.000)
  • urls (array[string (uri)]) - optional
    urls to clarify the support request e.g. pictures showing damage or digital scans with evidence documents
  • requestedResponseTime (integer) - optional
    time to respond in minutes. default: 0
  • timeToResolution (integer) - optional
    time in minutes to the expected resolution of support request default: 0
  • damage (object) - optional
    A damage of the asset.
  • sequence (integer) - optional
    the sequence number of the status of tickets on this issue default: 0
  • links (object) - optional

Example

{
  "inputs": {
    "supportType": "BROKEN_DOWN",
    "type": "supportTicket",
    "location": "GPS|gps|{datasource-prefix}|P:[a-zA-Z0-9\\-_.]+",
    "timestamp": "2024-01-15T10:30:00Z",
    "id": "identifier",
    "status": "ISSUE_REQUESTED",
    "context": {
      "asset": "example-string",
      "leg": "example-string",
      "product": "example-string"
    }
  }
}