supportTicket

November 12, 2025 · View on GitHub

Type: object

semantics [{'transmodel': 'none'}]

Properties overview

Property	Type	Required	Description
`id`	uuid		ticketID, to be provided when created. Mandatory when status != REQUESTED
`type`	string	✓
`status`	supportTicketStatus		ISSUE_REQUESTED the ticket is new, to be processed by the TO _ISSUE_OPE...
`supportType`	enum (`BROKEN_DOWN`, `NOT_AT_LOCATION`, `MISSING_AFTER_PAUSE`, `NOT_CLEAN`, `NOT_AVAILABLE`, ...)	✓	these are the currently enlisted support requests BROKEN_DOWN The asset...
`context`	object
`location`	placeReference	✓	this string references to information that can be found in the `data sources`...
`timestamp`	dateTime	✓	the reporting timestamp of the support request
`priority`	enum (`ERROR_CANNOT_CONTINUE`, `ERROR_CAN_CONTINUE`, `DISTURBING_ISSUE`, `QUESTION`, `OTHER`)		the priority of the support request.
`contactInformationEndUser`	normalString		contact information of the end user in case of direct response requests, like...
`comment`	longString		long string, memos etc (length 0-10.000)
`urls`	array[url]		urls to clarify the support request e.g. pictures showing damage or digital s...
`requestedResponseTime`	shortInt		time to respond in minutes.
`timeToResolution`	shortInt		time in minutes to the expected resolution of support request
`damage`	damage		A damage of the asset.
`sequence`	tinyInt		the sequence number of the status of tickets on this issue
`links`	links

Detailed Properties

id (uuid) - optional
ticketID, to be provided when created. Mandatory when status != REQUESTED
type (string) - required
value: "supportTicket"
status (supportTicketStatus) - 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
- asset (assetReference) - optional
  default string, full names etc (length 0-200)
- leg (legReference) - optional
  default string, full names etc (length 0-200)
- product (productReference) - optional
  default string, full names etc (length 0-200)
- package (packageReference) - optional
  default string, full names etc (length 0-200)
location (placeReference) - 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 (dateTime) - 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 (normalString) - optional
contact information of the end user in case of direct response requests, like phone number
comment (longString) - optional
long string, memos etc (length 0-10.000)
urls (array[url]) - optional
urls to clarify the support request e.g. pictures showing damage or digital scans with evidence documents
requestedResponseTime (shortInt) - optional
time to respond in minutes. default: 0
timeToResolution (shortInt) - optional
time in minutes to the expected resolution of support request default: 0
damage (damage) - optional
A damage of the asset.
- assetComponent (enum (FRONT, REAR, LEFT, RIGHT, TOP, ...)) - required
  Part/Component of the asset affected. If OTHER is specified the description needs to provide more detail as to what part/component is affected.
- description (string) - required
  Description of the damage.
- pictures (array[string (uri)]) - optional
  URL where pictures of the damage can be accessed. Any special characters in the URL must be correctly escaped.
sequence (tinyInt) - optional
the sequence number of the status of tickets on this issue default: 0
links (links) - optional
- links (array[object]) - optional
  Array item properties:
  - rel (string) - required
    the action that can be performed OR part of the URI allowed values include the 'processId's, prefixes for the referenced data sources, prefixes for deeplinks ('apple' and 'android'), OGC compliant ones (alternative, next, etc)
  - href (string (uri)) - required
    valid URL
  - type (string) - optional
    allowed values are described by IANA, ("application/geo+json")
  - method (enum (POST, GET, DELETE, PATCH)) - optional
    to indicate the http method. default: GET
  - description (string) - optional
    the description of the external data source
  - body (object) - optional
    the (prefilled) body for the request
  - headers (object) - optional
  - mandatory (boolean) - optional
    is this link informative, or must it be used?
  - hash (string) - optional
    to validate that the content of the link hasn`t been changed.
  - expires (string (date-time)) - optional
    https://www.rfc-editor.org/rfc/rfc3339#section-5.6, date-time (2019-10-12T07:20:50.52Z)
  - availableFrom (string (date-time)) - optional
    https://www.rfc-editor.org/rfc/rfc3339#section-5.6, date-time (2019-10-12T07:20:50.52Z)

Example

{
  "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"
  }
}