masstack

V1
API Overview Resources Schemas

Ticketing OSSJ API save_alt

The Trouble Ticket API provides a standardized client interface to Trouble Ticket Management Systems for creating, tracking and managing trouble tickets as a result of an issue or problem identified by a customer or another system.

Resources

Resource Description
Trouble Ticket Everything about your trouble tickets

Security

warningAuthentication

All MasStack APIs uses JWT tokens to authorize all the requests. Following this, an Auhtorization with a Bearer JWT token is needed in all the requests.

In the Authorization Guides you can find documentation about JWT Tokens and how to get them in MasStack.

Base URLs

Environment Base Path
production https://ticketing-ossj.masstack.com/
staging https://ticketing-ossj.sta.masstack.com/

More information

Definitions

  • TT: Trouble Ticket system.
  • TO: Territory Owner (in charge of taking care of the tickets - ticket-resolution role).
  • TU: Territory User (issues the tickets - ticket-issuer role).

Examples

Examples can be found within the “Schemas” section, named using PascalCasing and with the word “Example” appended at the end.
ThisIsAnExampleExample

Please carefully read the below before using any of the examples:

  • The 3PP (Third-parties) concept refers to a TU opening an incidence upon MM acting as a TO.
  • The concept of “external” refers to a TO handling an incidence from MM acting as a TU.

Important note: Ticket ID codes as seen within each of the endpoints refer to our ticketing system (JIRA ticket codes) and are, therefore, the ones to be used when interacting with the API.

State-flow diagram

TU Crea Ticket
TU Rechaza
Cancelación
TU
Cierra/Cancela
Ticket
TU Acepta
Cancelación
TU Acepta y
Cierra su Ticket
TU Envía
Información
TU Rechaza Resolución
TO Recibe
Ticket
TO Solicita
Información
TO Cierra
Ticket pasada garantía
TO Solicita
Cancelación
TO Resuelve
Ticket

Transaction table

ID Code Transactions baseTroubleTicketState Example JSON request body
TU01 Crea Ticket (Creates ticket) OPENACTIVE
TO02 Solicita Cancelación (Requests cancellation) DEFERRED.AWAITING-CANCELATION TOCancellationRequestExample
TU03 Cancela Ticket (Cancels ticket) CLOSED.CANCELED TUCancelsTicketExample
TU04 Rechaza Solicitud de Cancelación (Rejects cancellation request) OPENACTIVE TURejectsCancellationRequestExample
TO05 Solicita Información Adicional (Requests additional information) DEFERRED.AWAITING-INFORMATION TOInformationRequestExample
TU06 Envía Información Adicional (Sends additional information) OPENACTIVE TUSendsAdditionalInformationExample
TO07 Resuelve Ticket (Settles ticket) CLEARED TOResolutionRequestExample
TU08 Rechaza Resolución del Ticket (Rejects ticket resolution) OPENACTIVE TURejectsTicketResolutionExample
TU09 Cierra Ticket (Closes ticket) CLOSED TUClosesTicketExample
TU10 Envía Información sin modificación (Sends information with no modifications)
API Overview