Domain Model
Ticket
Fields
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| id | string.uuid | Yes | — | Id |
| createdAt | string.date-time | Yes | — | Created at |
| updatedAt | string.date-time | Yes | — | Updated at |
| customerId | string | Yes | — | ID of the associated customer |
| siteId | string | Yes | — | ID of the associated site |
| relatedSystemId | string | No | — | ID of the associated related system |
| relatedAssetId | string | No | — | ID of the associated related asset |
| ticketType | enum(service_request, break_fix, installation, inspection, warranty, preventive, other) | Yes | — | Ticket type |
| sourceChannel | enum(portal, phone, email, monitoring, internal, other) | Yes | — | Source channel |
| priority | enum(low, medium, high, critical) | Yes | — | Priority |
| severity | enum(cosmetic, degraded, down, safety) | No | — | Severity |
| status | enum(new, triaged, assigned, in_progress, on_hold, resolved, closed) | Yes | — | Status |
| summary | string | Yes | — | Summary |
| symptomDescription | string | No | — | Symptom description |
| triageNotes | string | No | — | Triage notes |
| assignedQueue | string | No | — | Assigned queue |
| assignedUserId | string | No | — | ID of the associated assigned user |
| reportedByContactId | string | No | — | ID of the associated reported by contact |
| category | string | No | — | Category |
| slaDueAt | string.date-time | No | — | Sla due at |
| workspaceId | string | Yes | — | ID of the associated workspace |
| visibilityMode | enum(global, workspace_local, shared) | Yes | — | Visibility mode |
| firstResponseAt | unknown | No | — | First response at |
| resolutionTimeMinutes | unknown | No | — | Resolution time minutes |
| slaTemplateId | unknown | No | — | ID of the associated sla template |
| slaResponseDueAt | unknown | No | — | Sla response due at |
| slaResolutionDueAt | unknown | No | — | Sla resolution due at |
| slaResponseBreached | unknown | No | — | Sla response breached |
| slaResolutionBreached | unknown | No | — | Sla resolution breached |
| contactMethod | unknown | No | — | Contact method |
| estimatedLaborHours | unknown | No | — | Estimated labor hours |
| actualLaborHours | unknown | No | — | Actual labor hours |
| relatedTicketId | unknown | No | — | ID of the associated related ticket |
| closedAt | unknown | No | — | Closed at |
Create Schema
Fields accepted when creating a new record:
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| customerId | string | Yes | — | ID of the associated customer |
| siteId | string | Yes | — | ID of the associated site |
| relatedSystemId | string | No | — | ID of the associated related system |
| relatedAssetId | string | No | — | ID of the associated related asset |
| ticketType | enum(service_request, break_fix, installation, inspection, warranty, preventive, other) | Yes | — | Ticket type |
| sourceChannel | enum(portal, phone, email, monitoring, internal, other) | Yes | — | Source channel |
| priority | enum(low, medium, high, critical) | Yes | "medium" | Priority |
| severity | enum(cosmetic, degraded, down, safety) | No | — | Severity |
| status | enum(new, triaged, assigned, in_progress, on_hold, resolved, closed) | Yes | "new" | Status |
| summary | string | Yes | — | Summary |
| symptomDescription | string | No | — | Symptom description |
| triageNotes | string | No | — | Triage notes |
| assignedQueue | string | No | — | Assigned queue |
| assignedUserId | string | No | — | ID of the associated assigned user |
| reportedByContactId | string | No | — | ID of the associated reported by contact |
| category | string | No | — | Category |
| slaDueAt | string.date-time | No | — | Sla due at |
| workspaceId | string | No | — | ID of the associated workspace |
| visibilityMode | enum(global, workspace_local, shared) | Yes | "workspace_local" | Visibility mode |
| contactMethod | enum(phone, email, portal, in_person, chat) | No | — | Contact method |
| estimatedLaborHours | number | No | — | Estimated labor hours |
| relatedTicketId | string.uuid | No | — | ID of the associated related ticket |
Update Schema
All fields are optional when updating:
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| customerId | string | No | — | ID of the associated customer |
| siteId | string | No | — | ID of the associated site |
| relatedSystemId | string | No | — | ID of the associated related system |
| relatedAssetId | string | No | — | ID of the associated related asset |
| ticketType | enum(service_request, break_fix, installation, inspection, warranty, preventive, other) | No | — | Ticket type |
| sourceChannel | enum(portal, phone, email, monitoring, internal, other) | No | — | Source channel |
| priority | enum(low, medium, high, critical) | No | "medium" | Priority |
| severity | enum(cosmetic, degraded, down, safety) | No | — | Severity |
| status | enum(new, triaged, assigned, in_progress, on_hold, resolved, closed) | No | "new" | Status |
| summary | string | No | — | Summary |
| symptomDescription | string | No | — | Symptom description |
| triageNotes | string | No | — | Triage notes |
| assignedQueue | string | No | — | Assigned queue |
| assignedUserId | string | No | — | ID of the associated assigned user |
| reportedByContactId | string | No | — | ID of the associated reported by contact |
| category | string | No | — | Category |
| slaDueAt | string.date-time | No | — | Sla due at |
| contactMethod | enum(phone, email, portal, in_person, chat) | No | — | Contact method |
| estimatedLaborHours | number | No | — | Estimated labor hours |
| relatedTicketId | string.uuid | No | — | ID of the associated related ticket |
| slaTemplateId | unknown | No | — | ID of the associated sla template |
| closedAt | unknown | No | — | Closed at |