JSON special characters

Partner needs to escape the special characters with ‘\’ found in the message content. If the special characters are not escaped then the JSON format will be considered as invalid. Below is the list of special characters that need to be escaped.

\' – single quote, needed for character literals

\" – double quote, needed for string literals

\\ – backslash

\0 – Unicode character 0

\a – Alert (character 7)

\b – Backspace (character 8)

\f – Form feed (character 12)

\n – New line (character 10)

\r – Carriage return (character 13)

\t – Horizontal tab (character 9)

\v – Vertical quote (character 11)

\uxxxx – Unicode escape sequence for character with hex value xxxx

\xn[n][n][n] – Unicode escape sequence for character with hex value nnnn (variable length version of \uxxxx)

\Uxxxxxxxx – Unicode escape sequence for character with hex value xxxxxxxx (for generating surrogates)

These escaped special characters will be automatically un-escaped (single \ removed) at the service end. For example if HPE is sending “\\r\\n”, then partner will receive only “\r\n” this is the default behavior and partners don’t need to do any coding for this.

Date format

By rule all dates and times must be expressed in UTC time. However it might be useful to provide the same date and time in local hour also. To allow that date and time fields have the following format:

UTC date and time[,local date and time]

The format to be used for date and time is:

YYYY-MM-DD hh:mm[:ss]

Omitting seconds is equivalent to set them to 00.

Example: To specify the 23rd of August 2000, 4:35pm at Boston, Mass. (UTC –5) in a date format.

The long form is:

LocalDate="2000-08-23 21:35:00,2000-08-23 16:35:00"

The shortest valid form is:

LocalDate="2000-08-23 21:35:00"

Structured Fields format

Some fields are used to pass several values. The format is as follows:

fieldvalue[;tag=value…]

Value1 is a free text string. Tags are predefined variable names. The predefined tags are described as follows and must be used where ever required.

New tags can be used based on an agreement between both the parties.

Restrictions:

Value strings must not contain semicolon (“;”) characters.
Tags must not contain equal sign (“=”) characters.

Sub-fields tags

This paragraph provides the list of predefined tags for the different structured fields.

In Agreement.ContractID
- CN Contract Number
In Agreement.AgreementType
- DT Date/time the call was logged in the originating Country (UTC)
- LN Customers Helpdesk Log Number
- PN Hardware Product Number
- RI Routing Indicator
- SN System Serial Number
In ServiceRequester.Person.ContactType
- LG Language used by Onsite contact

Service Incident Structure

This table describes the Service Incident object with a Level 0 compliance to the standard

Element	Description	Value
RequesterID	Service incident ID that is generated by the requester. This is the official Service Incident ID when referred to by either party.
ProviderID	Service incident ID generated by the provider.
CurrentState	The current state of the SERVICE INCIDENT.	Code
RequesterSeverity	Severity of the problem as defined by the Requester	Code
ProviderPriority	Severity of the problem as defined by the Provider	Code
ResponseTime	States the explicit time when the requester will receive, or wants to receive, a response.	Date/time, see Date format
Comment	Additional information.	Context dependent
Entitled	Entitled to service or not	Code
Acknowledge	Whether the last transaction was accepted (YES) or rejected (NO). The values for this field are the same as those for the Entitled field.	Code
TransactionName	The name of the last transaction that was acknowledged for this Service Incident.

ACTIVITY(n)

History of activities undertaken for this Service Incident. Every Activity instance is appended by each transaction.

Element	Description	Value
ACTIVITY (n)
ParameterList	List of objects being changed.	object:action[;object:action[;...]]
LocalDate	Transaction execution time stamp (UTC).Contains the time when the transaction is executed.	Date format. See details
ActionLog	What was done to the service incident. Contains a descriptive text of the activity that has been accomplished. It can be a copy of the log entry of the CHS that details the activity.
NameValuePairList	This is a Name/Value representation of what was done to the service incident. Contains a descriptive text of the activity that has been accomplished. It can be a copy of the log entry of the CHS that details the activity. It can be used to carry SIS Extension data SIS Extension data

AGREEMENT

Information on Service Contract

Element	Description	Value
ContractID	String identifying the contract to both parties. This might be the service requester’s contract number or other identification number as defined by the service provider.	Structured field:tag1=value1[;tag2=value2;…] See details structured fields
AgreementType	Complementary information. Predetermined information can be passed in this field by using tags, such as DT (Date/time the call was logged in the originating Country (UTC)) LN (Customers Helpdesk Log Number) PN (Hardware Product Number) RI (Routing Indicator) SN (System Serial Number)	Structured field:[Free text contract description][;tag1=value1[;tag2=value2]… See details structured fields

Element

Description

Value

ContractID

String identifying the contract to both parties. This might be the service requester’s contract number or other identification number as defined by the service provider.

Structured field:tag1=value1[;tag2=value2;…]

See details structured fields

AgreementType

Complementary information. Predetermined information can be passed in this field by using tags, such as

DT (Date/time the call was logged in the originating Country (UTC))

LN (Customers Helpdesk Log Number)

PN (Hardware Product Number)

RI (Routing Indicator)

SN (System Serial Number)

Structured field:[Free text contract description][;tag1=value1[;tag2=value2]…

See details structured fields

SERVICE_REQUESTER(n)

Details of the Person(s) to be contacted at the Requester. Current GSEM version supports only 1 contact.

SERVICE_PROVIDER(n)

Details of the Person(s) to be contacted at the Provider. Current GSEM version supports only 1 contact.

PROBLEM

Description of the Submitted problem.

Element	Description	Value
EXPRESSION
Relation	Relation governing this expression. The default is AND for a simple list of statements	Code Default: AND
STATEMENT(n)
StatementRole	The role of the STATEMENT in the diagnostic process.	Code
Statementtext	A textual representation of the Statement.

SOLUTION

Elements of the solution

Element	Description	Value
REFERENCE
EXPRESSION
STATEMENT (n)
StatementRole		Code , Default: 0
Statementtext	Any non-structured additional information relative to the solution.

Service requester

Details of the Person(s) to be contacted at the Requester. Current GSEM version supports only 1 contact.

Service Provider

Details of the Person(s) to be contacted at the Provider. Current GSEM version supports only 1 contact.

Agreement Object

Element	Description	Value
ContractID	String identifying the contract to both parties. This might be the service requester’s contract number or other identification number as defined by the service provider.	Structured field:tag1=value1[;tag2=value2;…] See details structured fields
AgreementType	Complementary information. Predetermined information can be passed in this field by using tags, such as SN or PN.	Structured field:[Free text contract description][;tag1=value1[;tag2=value2]… See details structured fields

Element

Description

Value

ContractID

String identifying the contract to both parties. This might be the service requester’s contract number or other identification number as defined by the service provider.

Structured field:tag1=value1[;tag2=value2;…]

See details structured fields

AgreementType

Complementary information. Predetermined information can be passed in this field by using tags, such as SN or PN.

Structured field:[Free text contract description][;tag1=value1[;tag2=value2]…

See details structured fields

Solution Object

Element	Description	Value
Title	Title for the solution object
Abstract	Short description of solution
SolutionType	The type of solution	Code
ADMINISTRATIVE
ComplianceLevel	Compliance level to the SIS standard. Level 0 has been implemented.	00
Copyright	Indicates all necessary copyright information
Disclaimer	Describes any disclaimer the owner has about the information
Distribution	Intended distribution-audience for the Solution document
DocumentStatus	Completion level of this Solution document
Language	Language of the content in the document (the English name of the language)
Rights	Describes any information about rights to the knowledge
OWNER
ORGANIZATION
Business
OrganizationName	Name of the group the solution owner belongs to.
REVISION
RevisionDate	Date for this revision	See Date format
ActivityName	What revision is being made	Code , Default: 1 (for Update)
ActivityType	What kind of revision is being made
Description	Description of what was done
EditorialStatus	The editorial status of the revision
TechnicalStatus	What is the technical status of the revision
REFERENCE
EXPRESSION
Relation	Relation governing this expression. The default is AND for a simple list of statements	Code , Default: AND
PRODUCT
Order
ProductName	Product the solution refers to.
Vendor
Version
STATEMENT (n)
StatementRole		Code , Default: 0
Statementtext	Any non-structured additional information relative to the solution.
FeatureValue	Not used	Ignore
Operator	Not used	Ignore
Order	Order for sequential statements
Relevance	Number representing the importance of this STATEMENT
ServiceStart	The time the engineer actually arrived to start working
ServiceEnd	The time the engineer actually stops working
SystemFixedTime	The exact time that the product or system was fixed and up and running
RepairPart (n)	Repair items
Installed Part Number (1..n)	The part that was installed
Installed Part Description (1..n)	Description of the part that was installed
Removed Part Number (1..n)	Removed Part Number (1..n)
Removed Part Serial Number (1..n)	The serial number of the part that was removed
Removed Part Description (1..n)	Description of the part that was removed
Task Resolution Summary	Summary of Task Repair Activities
RepairDuration (n)	The duration (hh:mm) it took to complete this task
LaborType	Labor Type for the Repair Service
TotalDuration	Total Duration for the Repair Service

Problem Object

Element	Description	Value
Likelihood	Probability that the problem will occur (gives users a way to rank problems)	0 to 100
Impact	Monitors catastrophic impact	0 to 100
EXPRESSION
Relation	Relation governing this expression. The default is AND for a simple list of statements	Code Default: AND
PRODUCT
Order	Order for sequential PRODUCTS	Sequence number
Vendor	Creator/brand owner of the product
ProductName	The name of the product
Version	The version of the product
STATEMENT(n)
StatementRole	The role of the STATEMENT in the diagnostic process.	Code
Statementtext	A textual representation of the Statement.
Order	Order for sequential STATEMENTS	Sequence number
Relevance	Number representing the importance of this STATEMENT in defining.
FeatureValue	Not used	Ignore
Operator	Not used	Ignore

JSON Implementation (Provider)

JSON Examples of the different Provider transactions:

Entitlement
Accept Problem
Provide Problem Information
Problem Resolution
Query Incident

JSON Examples of the different Provider actions:

GetNextMessage
Acknowledge

JSON example of Entitlement

JSON submitted

{
  "Message": {
    "TransactionName": "ENTITLEMENT",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469394645",
      "Entitled": "YES",
      "Comment": "Entitlement Comment",
      "ACTIVITY": [
        {
          "ActionLog": "Entitlement",
          "LocalDate": "2016-01-11 16:09:23,2016-01-11 17:09:23",
          "ParameterList": "Service_Incident:Update"
        }
      ]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

Note: Current GSEM engine implements shortcut for Problem Submittal as part of Entitlement transaction. Hence json response for Entitlement will contain the Problem Submittal response.

JSON status received

{
  "TransactionName": "PROBLEM SUBMITTAL"
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Accept Problem

JSON submitted

{
  "Message": {
    "TransactionName": "ACCEPT PROBLEM",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595635",
      "ProviderID": "TP1469601416",
      "RequesterSeverity": "CRITICAL",
      "ProviderPriority": "MEDIUM",
      "ResponseTime": "2016-01-11 16:33:59,2016-01-11 17:33:59",
      "Comment":  "GSEM Cloud - Accept Problem Comment",
      "SERVICE_PROVIDER": {
        "PERSON": {
          "LastName": "Sonneveld",
          "ADDRESS": {
            "LOCATION": [
              {
                "ID": "+31 123456789",
                "Type": "PRIMARY_VOICE"
              }
            ]
          }
        }
      },
      "ACTIVITY": [
        {
          "ActionLog": "Accept Problem",
          "LocalDate": "2016-01-11 16:33:47,2016-01-11 17:33:47",
          "ParameterList": "Service_Incident:Update"
        }
      ]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON status received

  {
  "TransactionName": "ACCEPT PROBLEM"
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Provide Problem Information

JSON submitted

{
  "Message": {
    "TransactionName": "PROVIDE PROBLEM INFORMATION",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595835",
      "ProviderPriority": "URGENT",
      "ResponseTime": "2013-09-08 01:19:41,2013-09-08 01:19:41",
      "Comment": "PPI Comment",
      "ACTIVITY": [
        {
          "ActionLog": "Provide Problem Information",
          "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
          "ParameterList": "Problem:Add"
        }
      ],
      "PROBLEM": {
        "EXPRESSION": {
          "Relation": "AND",
          "STATEMENT": [
            {
              "StatementRole": "TITLE",
              "StatementText": "Server down"
            },
            {
              "StatementRole": "DESCRIPTION",
              "StatementText": "PPI notes to provider - server not responding "
            }
          ]
        }
      }
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON status received

{
  "TransactionName": "PROVIDE PROBLEM INFORMATION",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Problem Resolution

JSON submitted

{
  "Message": {
    "TransactionName": "PROBLEM RESOLUTION",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595635",
      "SOLUTION": {
        "Title": "Void",
        "Abstract": "Testing Resolution",
        "REFERENCE": {
          "EXPRESSION": {
            "STATEMENT": [
              {
                "StatementRole": "DESCRIPTION",
                "StatementText": "Problem Resolution - SolutionDesciptionStatement"
              }
            ]
          }
        }
      },
      "ACTIVITY": [
        {
          "ActionLog": "Problem Resolution",
          "LocalDate": "2016-01-11 16:44:47,2016-01-11 17:44:47",
          "ParameterList": "Solution:Create"
        }
      ]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON status received

{
  "TransactionName": "PROBLEM RESOLUTION",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Query Incident

JSON submitted

{
    "Message": {
    "TransactionName": "QUERY INCIDENT",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595835",
      "ACTIVITY": [{
        "ActionLog": "Query Incident",
        "LocalDate": "2001-01-11 08:49:52,2001-01-11 09:49:52",
        "ParameterList": "Service_Incident:Read"
      }]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON status received

{
  "TransactionName": "QUERY INCIDENT",
  "SERVICE_INCIDENT": {
    "RequesterID": "TC1469595835",
    "RequesterSeverity": "CRITICAL",
    "ResponseTime": "2016-01-11 16:33:59,2016-01-11 17:33:59",
    "SERVICE_REQUESTER": {
      "PERSON": {
        "LastName": "Sonneveld",
        "ADDRESS": {
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    },
    "AGREEMENT": {
      "ContractID": "CN=101394379133"
    },
    "ACTIVITY": [
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Create"
      },
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Entitlement",
        "LocalDate": "2016-01-11 16:09:23,2016-01-11 17:09:23",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Service_Incident ProblemSubmittal",
        "LocalDate": "2016-07-04 10:49:17,2016-07-04 10:49:17",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Accept Problem",
        "LocalDate": "2016-01-11 16:33:47,2016-01-11 17:33:47",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Provide Problem Information",
        "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
        "ParameterList": "Problem:Add"
      },
      {
        "ActionLog": "Problem Resolution",
        "LocalDate": "2016-01-11 16:44:47,2016-01-11 17:44:47",
        "ParameterList": "Solution:Create",
        "NameValuePairList": {
            "eCPExtMessage_eCPExtControl_Version": "2.0",
            "eCPExtMessage_eCPExtControl_Name": "SDK Extension",
            "eCPExtMessage_eCPExtControl_TransactionType": "4",
            "eCPExtMessage_ExtServiceIncident_WorkflowStatus": "Partner Accept",
            "eCPExtMessage_ExtServiceIncident_OrderTypeCode":"05R",
            "eCPExtMessage_ExtServiceIncident_Knowledge_SourceLink":";www.source.com",
            "eCPExtMessage_ExtServiceIncident_Knowledge_DisclosureLevel": "1",
            "eCPExtMessage_Transaction_TransactionType": "4"
        }
      },
      {
        "ActionLog": "Reject Resolution",
        "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
        "ParameterList": "Service_Incident:Update"
      }
    ],
    "PROBLEM": {
      "EXPRESSION": {
        "Relation": "AND",
        "STATEMENT": [
          {
            "StatementRole": "TITLE",
            "StatementText": "Servers down"
          },
          {
            "StatementRole": "DESCRIPTION",
            "StatementText": "Description of problem"
          }
        ]
      }
    },
    "CurrentState": "OPEN PROVIDER",
    "Comment": "Entitlement Comment",
    "Entitled": "YES",
    "ProviderID": "TP1469601416",
    "ProviderPriority": "MEDIUM",
    "SERVICE_PROVIDER": {
      "PERSON": {
        "LastName": "Sonneveld",
        "ADDRESS": {
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    }
  },
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of GetNextMessage

JSON submitted

         "AgentKey": "Test_AgentKey"
        (AgentKey must be sent as part of request header).

JSON status received

{
  "Acknowledge": "false",
  "TransactionName": "SERVICE REQUEST",
  "TransactionAgentKey": "Test_AgentKey",
  "RemoteAgentName": "Test_RemoteAgentName",
  "RemoteAgentType": "HPE",
  "MessageID": "Test_MessageID",
  "SERVICE_INCIDENT": {
    "RequesterID": "TC1469595835",
    "RequesterSeverity": "CRITICAL",
    "CurrentState": "NOT ENTITLED",
    "SERVICE_REQUESTER": {
      "ORGANIZATION": {
        "Business": "Computer manufacturer",
        "OrganizationName": "Huf Huelsbeck Fuerst GmbH",
        "ADDRESS": {
          "AddressType": "PRIMARY",
          "GeoAddress1": "307 E McCarty",
          "City": "Indianapolis",
          "Region": "IN",
          "PostalCode": "46285",
          "TimeZone": "EST",
          "Country": "US",
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      },
      "PERSON": {
        "FirstName": "Eric",
        "LastName": "Sonneveld",
        "Salutation": "Mr.",
        "Title": "Test_title",
        "ContactType": "LG=ENG",
        "CommunicationMode": "PRIMARY_VOICE",
        "ADDRESS": {
          "AddressType": "PRIMARY",
          "GeoAddress1": "307 E McCarty",
          "City": "Indianapolis",
          "Region": "IN",
          "PostalCode": "46285",
          "TimeZone": "EST",
          "Country": "US",
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    },
    "AGREEMENT": {
      "ContractID": "CN=103703414405",
      "AgreementType": "SN=NSN:WFMPNLIST; PN=WFMPNLIST;RI=USA_OR Eli Lilly"
    },
      "ACTIVITY": [{
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2001-01-11 16:12:29,2001-01-11 17:12:29",
        "ParameterList": "Service_Incident:Create"
      }]
    },
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Acknowledge

Note:We use the HTTP ETag to cache the Message ID of the message in question. This is sent as part of the HTTP response during GET message

JSON submitted

  "AgentKey": "Test_AgentKey",
  "ETag": "Test_MessageID"
  (AgentKey and ETag must be sent as part of request header).

JSON status received

{
  "Acknowledge": "true",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON Implementation (Requester)

JSON Examples of the different Provider transactions:

Service Request
Problem Submittal
Provide Problem Information
Reject Resolution
Confirm Close
Query Incident
Request Closure

GetNextMessage
Acknowledge

JSON example of Service Request

JSON submitted

{
  "Message": {
    "TransactionName": "SERVICE REQUEST",
    "RemoteAgentName": "Test_RemoteAgentName",
    "RemoteAgentType": "HPE",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC146959563599",
      "RequesterSeverity": "CRITICAL",
      "ResponseTime": "2016-09-08 01:19:41,2016-09-08 01:19:41",
      "Comment": "Service Request Comment from TestCustomer GUI",
      "SERVICE_REQUESTER": {
        "ORGANIZATION": {
          "Business": "Computer manufacturer",
          "OrganizationName": "Huf Huelsbeck Fuerst GmbH",
          "ADDRESS": {
            "AddressType": "PRIMARY",
            "GeoAddress1": "305 E McCarty",
            "GeoAddress2": "306 E McCarty",
            "GeoAddress3": "307 E McCarty",
            "City": "Indianapolis",
            "Region": "IN",
            "PostalCode": "3526 KS",
            "TimeZone": "EST",
            "Country": "US",
            "LOCATION": [
              {
                "ID": "+31 123456789",
                "Type": "PRIMARY_VOICE"
              },
              {
                "ID": "+31 6 51423091",
                "Type": "ALTERNATE_VOICE"
              },
              {
                "ID": "+31 (0)30 222 5000",
                "Type": "FAX"
              },
              {
                "ID": "Eric.sonneveld@hpe.com",
                "Type": "EMAIL"
              },
              {
                "ID": "http://www.hpe.com",
                "Type": "URL"
              }
            ]
          }
        },
        "PERSON": {
          "FirstName": "Eric",
          "LastName": "Sonneveld",
          "Salutation": "Mr.",
          "Title": "GSEM Consultancy",
          "ContactType": "LG=ENG",
          "CommunicationMode": "PRIMARY_VOICE",
          "ADDRESS": {
            "AddressType": "PRIMARY",
            "GeoAddress1": "305 E McCarty",
            "GeoAddress2": "306 E McCarty",
            "GeoAddress3": "307 E McCarty",
            "City": "Indianapolis",
            "Region": "IN",
            "PostalCode": "3526 KS",
            "TimeZone": "EST",
            "Country": "US",
            "LOCATION": [
              {
                "ID": "+31 123456789",
                "Type": "PRIMARY_VOICE"
              },
              {
                "ID": "+31 6 51423091",
                "Type": "ALTERNATE_VOICE"
              },
              {
                "ID": "+31 (0)30 222 5000",
                "Type": "FAX"
              },
              {
                "ID": "Eric.sonneveld@hpe.com",
                "Type": "EMAIL"
              },
              {
                "ID": "http://www.hpe.com",
                "Type": "URL"
              }
            ]
          }
        }
      },
      "AGREEMENT": {
        "ContractID": "CN=101394379133"
      },
      "ACTIVITY": [
        {
          "ActionLog": "Service_Incident Submission",
          "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
          "ParameterList": "Service_Incident:Create"
        }
      ],
      "PROBLEM": {
        "EXPRESSION": {
          "Relation": "AND",
          "STATEMENT": [
            {
              "StatementRole": "TITLE",
              "StatementText": "Server problem"
            },
            {
              "StatementRole": "DESCRIPTION",
              "StatementText": "Server not responding"
            }
          ]
        }
      }
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON Status Received

{
  "TransactionName": "SERVICE REQUEST",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Problem Submittal

JSON submitted

{
  "eCPMessage": {
    "eCPControl": {
      "TransactionAgentKey": "Test_AgentKey",
      "RemoteAgentName": "Test_RemoteAgentName",
      "RemoteAgentType": "0",
      "ObjectBuilderID": "ER V1.2"
    },
    "SERVICE_INCIDENT": {
      "RequesterID": "TC146959563599",
      "RequesterSeverity": "2",
      "ResponseTime": "2001-01-11 08:19:54,2001-01-11 09:19:54",
      "PROBLEM": {
        "EXPRESSION": {
          "Relation": "AND",
          "STATEMENT": [
            {
              "StatementRole": "11",
              "StatementText": "Test_ProblemTitle"
            },
            {
              "StatementRole": "0",
              "StatementText": "Test_ProblemDescription"
            }
          ]
        }
      },
      "ACTIVITY": [{
        "ActionLog": "Service_Incident ProblemSubmittal",
        "LocalDate": "200101-11 08:19:54,2001-01-11 09:19:54",
        "ParameterList": "Service_Incident:Update"
      }]
    },
    "TRANSACTION": {
      "TransactionType": "2"
    }
  }
}

JSON Status Received

{
  "eCPMessage": {
    "eCPControl": {
      "eCPVersion": "1.0",
      "TransactionStatusCode": "0",
      "ObjectBuilderID": "BE V2.0"
    },
    "TRANSACTION": {
      "TransactionType": "2"
    }
  }
}

JSON example of Provide Problem Information

JSON submitted

{
  "Message": {
    "TransactionName": "PROVIDE PROBLEM INFORMATION",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595835",
      "RequesterSeverity": "CRITICAL",
      "ResponseTime": "2013-09-08 01:19:41,2013-09-08 01:19:41",
      "Comment": "PPI Comment",
      "ACTIVITY": [
        {
          "ActionLog": "Provide Problem Information",
          "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
          "ParameterList": "Problem:Add"
        }
      ],
      "PROBLEM": {
        "EXPRESSION": {
          "Relation": "AND",
          "STATEMENT": [
            {
              "StatementRole": "TITLE",
              "StatementText": "Server down"
            },
            {
              "StatementRole": "DESCRIPTION",
              "StatementText": "PPI notes to provider - server not responding "
            }
          ]
        }
      }
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON Status Received

{
  "TransactionName": "PROVIDE PROBLEM INFORMATION",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Reject Resolution

JSON submitted

{
    "Message": {
        "TransactionName": "REJECT RESOLUTION",
        "RemoteAgentName": "Test_RemoteAgentName",
        "SERVICE_INCIDENT": {
            "RequesterID": "TC1469595835",
            "Comment": "Reason for Rejection",
            "ACTIVITY": [
              {
                  "ActionLog": "Reject Resolution",
                  "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
                  "ParameterList": "Service_Incident:Update" 
              }
            ]
        },
      "eCPControl": {
          "ECPVersion": "1.0"
      }
    }
}

JSON Status Received

{
  "TransactionName": "REJECT RESOLUTION",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Confirm Close

JSON submitted

{
  "Message": {
    "TransactionName": "CONFIRM CLOSE",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595635",
      "Comment": "Confirm Close Comment",
      "ACTIVITY": [
        {
          "ActionLog": "Confirm Close",
          "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
          "ParameterList": "Service_Incident:Update"
        }
      ]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON Status Received

{
  "TransactionName": "CONFIRM CLOSE",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Query Incident

JSON submitted

{
    "Message": {
    "TransactionName": "QUERY INCIDENT",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595835",
      "ACTIVITY": [{
        "ActionLog": "Query Incident",
        "LocalDate": "2001-01-11 08:49:52,2001-01-11 09:49:52",
        "ParameterList": "Service_Incident:Read"
      }]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON Status Received

{
  "TransactionName": "QUERY INCIDENT",
  "SERVICE_INCIDENT": {
    "RequesterID": "TC1469595835",
    "RequesterSeverity": "CRITICAL",
    "ResponseTime": "2016-01-11 16:33:59,2016-01-11 17:33:59",
    "SERVICE_REQUESTER": {
      "PERSON": {
        "LastName": "Sonneveld",
        "ADDRESS": {
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    },
    "AGREEMENT": {
      "ContractID": "CN=101394379133"
    },
    "ACTIVITY": [
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Create"
      },
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Service_Incident Submission",
        "LocalDate": "2013-09-08 01:19:41,2013-09-08 01:19:41",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Entitlement",
        "LocalDate": "2016-01-11 16:09:23,2016-01-11 17:09:23",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Service_Incident ProblemSubmittal",
        "LocalDate": "2016-07-04 10:49:17,2016-07-04 10:49:17",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Accept Problem",
        "LocalDate": "2016-01-11 16:33:47,2016-01-11 17:33:47",
        "ParameterList": "Service_Incident:Update"
      },
      {
        "ActionLog": "Provide Problem Information",
        "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
        "ParameterList": "Problem:Add"
      },
      {
        "ActionLog": "Problem Resolution",
        "LocalDate": "2016-01-11 16:44:47,2016-01-11 17:44:47",
        "ParameterList": "Solution:Create",
        "NameValuePairList": {
            "eCPExtMessage_eCPExtControl_Version": "2.0",
            "eCPExtMessage_eCPExtControl_Name": "SDK Extension",
            "eCPExtMessage_eCPExtControl_TransactionType": "4",
            "eCPExtMessage_ExtServiceIncident_WorkflowStatus": "Partner Accept",
            "eCPExtMessage_ExtServiceIncident_OrderTypeCode":"05R",
            "eCPExtMessage_ExtServiceIncident_Knowledge_SourceLink":";www.source.com",
            "eCPExtMessage_ExtServiceIncident_Knowledge_DisclosureLevel": "1",
            "eCPExtMessage_Transaction_TransactionType": "4"
        }
      },
      {
        "ActionLog": "Reject Resolution",
        "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
        "ParameterList": "Service_Incident:Update"
      }
    ],
    "PROBLEM": {
      "EXPRESSION": {
        "Relation": "AND",
        "STATEMENT": [
          {
            "StatementRole": "TITLE",
            "StatementText": "Servers down"
          },
          {
            "StatementRole": "DESCRIPTION",
            "StatementText": "Description of problem"
          }
        ]
      }
    },
    "CurrentState": "OPEN PROVIDER",
    "Comment": "Entitlement Comment",
    "Entitled": "YES",
    "ProviderID": "TP1469601416",
    "ProviderPriority": "MEDIUM",
    "SERVICE_PROVIDER": {
      "PERSON": {
        "LastName": "Sonneveld",
        "ADDRESS": {
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    }
  },
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Request Closure

JSON submitted

{
  "Message": {
    "TransactionName": "REQUEST CLOSURE",
    "RemoteAgentName": "Test_RemoteAgentName",
    "SERVICE_INCIDENT": {
      "RequesterID": "TC1469595635",
      "Comment": "Closing The Case - Requeste Closure",
      "ACTIVITY": [
        {
          "ActionLog": "Request Closure",
          "LocalDate": "2016-01-11 06:49:42,2016-01-11 12:19:42",
          "ParameterList": "Service_Incident:Update"
        }
      ]
    },
    "eCPControl": {
      "ECPVersion": "1.0"
    }
  }
}

JSON Status Received

{
  "TransactionName": "REQUEST CLOSURE",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
  }

JSON example of GetNextMessage

JSON submitted

  "AgentKey": "Test_AgentKey"
  (AgentKey must be sent as part of request header).

JSON Status Received

{
  "Acknowledge": "false",
  "TransactionName": "SERVICE REQUEST",
  "TransactionAgentKey": "Test_AgentKey",
  "RemoteAgentName": "Test_RemoteAgentName",
  "RemoteAgentType": "HPE",
  "MessageID": "Test_MessageID",
  "SERVICE_INCIDENT": {
    "RequesterID": "TC146959563599",
    "RequesterSeverity": "CRITICAL",
    "CurrentState": "NOT ENTITLED",
    "SERVICE_REQUESTER": {
      "ORGANIZATION": {
        "Business": "Computer manufacturer",
        "OrganizationName": "Huf Huelsbeck Fuerst GmbH",
        "ADDRESS": {
          "AddressType": "PRIMARY",
          "GeoAddress1": "307 E McCarty",
          "City": "Indianapolis",
          "Region": "IN",
          "PostalCode": "46285",
          "TimeZone": "EST",
          "Country": "US",
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      },
      "PERSON": {
        "FirstName": "Eric",
        "LastName": "Sonneveld",
        "Salutation": "Mr.",
        "Title": "Test_title",
        "ContactType": "LG=ENG",
        "CommunicationMode": "PRIMARY_VOICE",
        "ADDRESS": {
          "AddressType": "PRIMARY",
          "GeoAddress1": "307 E McCarty",
          "City": "Indianapolis",
          "Region": "IN",
          "PostalCode": "46285",
          "TimeZone": "EST",
          "Country": "US",
          "LOCATION": [
            {
              "ID": "+31 123456789",
              "Type": "PRIMARY_VOICE"
            }
          ]
        }
      }
    },
    "AGREEMENT": {
      "ContractID": "CN=103703414405",
      "AgreementType": "SN=NSN:WFMPNLIST ;PN=WFMPNLIST;RI=USA_OR Eli Lilly"
    },
      "ACTIVITY": [
        {
          "ActionLog": "Entitlement",
          "LocalDate": "2001-01-11 09:20:06,2001-01-11 10:20:06",
          "ParameterList": "Service_Incident:Read"
        },
        {
          "ActionLog": "Service_Incident Submission",
          "LocalDate": "2001-01-11 09:19:56,2001-01-11 10:19:56",
          "ParameterList": "Service_Incident:Create"
        }
      ]
    },
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

JSON example of Acknowledge

Note:We use the HTTP ETag to cache the Message ID of the message in question. This is sent as part of the HTTP response during GET message

JSON submitted

  "AgentKey": "Test_AgentKey",
  "ETag": "Test_MessageID"
  (AgentKey and ETag must be sent as part of request header).

JSON Status Received

{
  "Acknowledge": "true",
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

eCPControl

This control object is used in each transaction. Its purpose is to control the execution of transport activities, such as authentication, format validation and flow control.

It contains control fields that are used in all or some transactions and acknowledgements.

Element	Comment	Value
ECPCONTROL
ECPVersion	Identify the version of the API specification that is used	“1.0”
ObjectBuilderID	Build version of the API helper.	Automatically filled by the helper. If no helper is used, then set to “None”.
TransactionAgentKey	Confidential key that identifies the Agent CHS that is sending the transaction	Key provided by GSEM Administration
RemoteAgentName	Mnemonic identifying the CHS to which the transaction is sent.	Provided by GSEM Administration
RemoteAgentType	Used in reception only. It contains the type of CHS that is sending the transaction.	Filled by the GSEM Engine. Code
TransactionStatusCode	Used in reception only. Execution result of a transaction. Used in acknowledgements to return a success or error code.	Filled by the GSEM Engine.
TransactionStatus	Used in reception only. Execution result of a transaction. Used in acknowledgements to return success status or an error message	Filled by the GSEM Engine.
MessageID	Used in reception only. It is a message unique identifier to be used by the agent to acknowledge the transaction to the GSEM Engine queue, when it is processed successfully.

Contact structure

This object structure is used at different places in the Service Incident object.

Element	Description	Value
CONTACT
ORGANIZATION
OrganizationName	Organization’s name
Business	Description of organization’s primary business
ADDRESS
AddressType	Identifies address type	Code
GeoAddress1	First line of address
GeoAddress2	Second line of address
City	City name
Region	Region, State or Province name
PostalCode	Zip code
TimeZone	Time zone	“UTC+/-n” or CET,EST, MST, …
Country	Country name	2 chars ISO/IEC3166 country code
LOCATION (n)
Type	Specifies a location type	Code
ID	Location value
PERSON
FirstName	First name of contact
LastName	Last name of contact
ContactType	Description of contact	3 chars ISO 939 Language code
ADDRESS
LOCATION (n)
Type	Specifies a location type	Code
ID	Location value

ParameterList

When a transaction modifies an object within the SERVICE_INCIDENT object, this has to be indicated in the ParameterList field. Updates of the ACTIVITY object itself must not be indicated except if the only purpose of the transaction is to add an ACTIVITY record. The proposed format is:

object:action[;object:action[;...]]

Some possible actions are: “CREATE”, “ADD”, “UPDATE”, and “LOG”.

Some possible objects are: “SERVICE_INCIDENT”, “ACTIVITY”, “AGREEMENT”, “SERVICE_REQUESTER”, “SERVICE_PROVIDER”, “PROBLEM”, and “SOLUTION”.

The following table identifies suggested combinations:

	Create	Add	Update	Log
SERVICE_INCIDENT	✓	✗	✓	✗
ACTIVITY	✗	✗	✗	✓
AGREEMENT	✗	✗	✓	✗
SERVICE_REQUESTER	✗	✗	✓	✗
SERVICE_PROVIDER	✗	✗	✓	✗
PROBLEM	✗	✓	✗	✗
SOLUTION	✓	✓	✓	✗

Note: Internal text information should include the keyword "Distribution:Private" (See Example 1)

The SIS 2.0 allows you to receive, manage, and resolve service requests carrying extended data required for Partners who perform the service

The SIS 2.0 extends SIS 1.0 functionality by transferring the following:

Problem Submittal Time

Service incident information carries the following objects:

Quote Information
Obligation Information
Entitlement (Contract/Warranty Information)
Service Delivery Information
Alternate Contact Information
Knowledge Management Information
Part Order Information

Problem Resolution Time

Repair information includes:

Usage Information
Quality Information
Installed Part and Removed Parts Information

Provide Problem Information Time

Parts Order Information

This eCPExtMessage must be added to NameValuePairList as given in the API Specification examples. StopOnConversion flag to indicate whether to submit the transaction or not when the NameValuePair list mapping to eCPExtMessage generates a warning. The default value is false

If ACTIVITY contains XML value, then it will be represented as Name/Value pair in the NameValuePairList attribute as shown in the below example.

 
Example 1


{
  "Acknowledge": "false",
  "TransactionName": "PROVIDE PROBLEM INFORMATION",
  "TransactionAgentKey": "TransactionAgentKey",
  "RemoteAgentName": "RemoteAgentName",
  "RemoteAgentType": "HPE",
  "MessageID": "376612345",
  "SERVICE_INCIDENT": {
    "RequesterID": "5372512345-531",
    "RequesterSeverity": "CRITICAL",
    "ResponseTime": "2023-04-05 13:00:00,2023-04-05 13:00:00",
    "CurrentState": "OPEN PROVIDER",
    "Comment": "Entitlement",
    "ProviderID": "HPE_US.2812345",
    "ACTIVITY":[{"ActionLog":"test notes with hpe access",
    "LocalDate":"2023-04-05 15:23:56",
    "ParameterList":"Distribution:Private"
}
],   
  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

Example 2 


{
  "Acknowledge": "false",
  "TransactionName": "PROVIDE PROBLEM INFORMATION",
  "TransactionAgentKey": "TransactionAgentKey",
  "RemoteAgentName": "RemoteAgentName",
  "RemoteAgentType": "HPE",
  "MessageID": "376612345",
  "SERVICE_INCIDENT": {
    "RequesterID": "5372512345-531",
    "RequesterSeverity": "CRITICAL",
    "ResponseTime": "2023-04-05 13:00:00,2023-04-05 13:00:00",
    "CurrentState": "OPEN PROVIDER",
    "Comment": "Entitlement",
    "ProviderID": "HPE_US.280924",
    "Activity": [
      {
        "ActionLog": "Provide Problem Information",
        "LocalDate": "2023-04-04 13:36:40,2023-04-04 13:36:40",
        "NameValuePairList": {
          "eCPExtMessage_eCPExtControl_Version": "1.0",
          "eCPExtMessage_eCPExtControl_Name": "SDK Extension",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PartOrderNumber": "5372533368-531-1",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_LogisticsOrderNumber": "0640856584",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_OrganizationName": "HPE0310 SMARTBOX AT SABEY",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ADDRESS_GeoAddress1": "4405 Grant RD Bldg B",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ADDRESS_City": "EAST WENATCHEE",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ADDRESS_Country": "US",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ADDRESS_Region": "WA",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ADDRESS_PostalCode": "98802",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_ReceivedInstructions": "Customer Reference ID:INC73515164",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_LineItemID": "2",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_PartNumber": "P31644-001",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_PartDescription": "SPS-PCA TPM Gen10 TAA",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_ETA": "2023-04-05 01:30:00",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_PartStatus": "Locked",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_InterveneFlag": "0",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_SourcedLocation": "C2GRFG11",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_DMRFlag": "0",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_CSRCode": "N",
          "eCPExtMessage_EXT_SERVICE_INCIDENT_PARTORDER_PARTORDERLINEITEM_ReturnableCode": "U"
        }
      }
    ]
  },
],

  "eCPControl": {
    "ECPVersion": "1.0",
    "TransactionStatusCode": "0",
    "TransactionStatus": "Success",
    "ObjectBuilderID": "HPE GSEMCLOUD R1"
  }
}

Activity Structure

The ACTIVITY object is used to record all activities that are undertaken to work on the service incident. Each time an action is taken or information is changed within the service incident, an ACTIVITY instance is generated to record this activity. The series of ACTIVITY objects constitute the history or “audit trail” of the service incident.

Element	Description	Value
ACTIVITY (n)
ParameterList	List of objects being changed	object:action[;object:action[;...]]
LocalDate	Transaction execution time stamp (UTC). Contains the time when the transaction is submitted.	Date format. See details
ActionLog	What was done to the service incident. Contains a descriptive text of the activity that has been accomplished. It can be a copy of the log entry of the CHS that details the activity. It can be used to carry SIS Extension data in the field eCPExtControl.
NameValuePairList	This is a Name/Value representation of what was done to the service incident. Contains a descriptive text of the activity that has been accomplished. It can be a copy of the log entry of the CHS that details the activity. It can be used to carry SIS Extension data SIS Extension data

The below table comments the different Activity Names and their values

Activity Name	Decimal Value	Comments
CREATE	0	Initial creation of the solution
UPDATE	1	All other updates/modifications
DELETE	2	Obsolescence date of the solution
OTHER	254
UNKNOWN	255

Acknowledge Values

The below table comments the different Acknowledge Values.

Data Type	Decimal Value	Comments
NO	0	Is not Acknowledged.
YES	1	Is Acknowledged
OTHER	254
UNKNOWN	255

Address types

The below table comments the different Addresses types.

Address Type	Decimal Value	Comments
PRIMARY	0	The main address identified with the contact/company.
SHIPPING	1	Where items may be mailed or received.
BILLING	2	Where billing is sent or received.
SERVICE	3	The address of the service organization.
	4-253	Reserved for future use.
OTHER	254
UNKNOWN	255

Communication modes

The below table comments the different Communication modes.

Communication model	Decimal Value	Comments
PRIMARY VOICE	0	Preferred voice phone number, including a “+” before the country code and “()” to enclose the optional portion of a dialing string (e.g. area code or city code). Examples of correct dialing strings include:+1 (503) 555-8440(503) 555-8440555-8440
ALTERNATE VOICE	1	Alternate voice phone number. Uses the same format as PRIMARY VOICE.
FAX	2	FAX phone number. Uses the same format as PRIMARY VOICE.
EMAIL	3	Electronic mail address.
URL	4	Web address
	5-253	Reserved for future use.
OTHER	254
UNKNOWN	255

Country codes

This list states the country names (official short names in ENGLISH) in alphabetical order as given in ISO 3166-1 and the corresponding ISO 3166-1-Alpha-2 code elements .

This list is complete and up-to-date as of 2000-08-21 . It lists 239 official short names and code elements.

Entity	Code
AFGHANISTAN	AF
ALBANIA	AL
ALGERIA	DZ
AMERICAN SAMOA	AS
ANDORRA	AD
ANGOLA	AO
ANGUILLA	AI
ANTARCTICA	AQ
ANTIGUA AND BARBUDA	AG
ARGENTINA	AR
ARMENIA	AM
ARUBA	AW
AUSTRALIA	AU
AUSTRIA	AT
AZERBAIJAN	AZ
BAHAMAS	BS
BAHRAIN	BH
BANGLADESH	BD
BARBADOS	BB
BELARUS	BY
BELGIUM	BE
BELIZE	BZ
BENIN	BJ
BERMUDA	BM
BHUTAN	BT
BOLIVIA	BO
BOSNIA AND HERZEGOVINA	BA
BOTSWANA	BW
BOUVET ISLAND	BV
BRAZIL	BR
BRITISH INDIAN OCEAN TERRITORY	IO
BRUNEI DARUSSALAM	BN
BULGARIA	BG
BURKINA FASO	BF
BURUNDI	BI
CAMBODIA	KH
CAMEROON	CM
CANADA	CA
CAPE VERDE	CV
CAYMAN ISLANDS	KY
CENTRAL AFRICAN REPUBLIC	CF
CHAD	TD
CHILE	CL
CHINA	CN
CHRISTMAS ISLAND	CX
COCOS (KEELING) ISLANDS	CC
COLOMBIA	CO
COMOROS	KM
CONGO	CG
CONGO, THE DEMOCRATIC REPUBLIC OF THE	CD
COOK ISLANDS	CK
COSTA RICA	CR
CÔTE D'IVOIRE	CI
CROATIA	HR
CUBA	CU
CYPRUS	CY
CZECH REPUBLIC	CZ
DENMARK	DK
DJIBOUTI	DJ
DOMINICA	DM
DOMINICAN REPUBLIC	DO
EAST TIMOR	TP
ECUADOR	EC
EGYPT	EG
EL SALVADOR	SV
EQUATORIAL GUINEA	GQ
ERITREA	ER
ESTONIA	EE
ETHIOPIA	ET
FALKLAND ISLANDS (MALVINAS)	FK
FAROE ISLANDS	FO
FIJI	FJ
FINLAND	FI
FRANCE	FR
FRENCH GUIANA	GF
FRENCH POLYNESIA	PF
FRENCH SOUTHERN TERRITORIES	TF
GABON	GA
GAMBIA	GM
GEORGIA	GE
GERMANY	DE
GHANA	GH
GIBRALTAR	GI
GREECE	GR
GREENLAND	GL
GRENADA	GD
GUADELOUPE	GP
GUAM	GU
GUATEMALA	GT
GUINEA	GN
GUINEA-BISSAU	GW
GUYANA	GY
HAITI	HT
HEARD ISLAND AND MCDONALD ISLANDS	HM
HOLY SEE (VATICAN CITY STATE)	VA
HONDURAS	HN
HONG KONG	HK
HUNGARY	HU
ICELAND	IS
INDIA	IN
INDONESIA	ID
IRAN, ISLAMIC REPUBLIC OF	IR
IRAQ	IQ
IRELAND	IE
ISRAEL	IL
ITALY	IT
JAMAICA	JM
JAPAN	JP
JORDAN	JO
KAZAKSTAN	KZ
KENYA	KE
KIRIBATI	KI
KOREA, DEMOCRATIC PEOPLE'S REPUBLIC OF	KP
KOREA, REPUBLIC OF	KR
KUWAIT	KW
KYRGYZSTAN	KG
LAO PEOPLE'S DEMOCRATIC REPUBLIC	LA
LATVIA	LV
LEBANON	LB
LESOTHO	LS
LIBERIA	LR
LIBYAN ARAB JAMAHIRIYA	LY
LIECHTENSTEIN	LI
LITHUANIA	LT
LUXEMBOURG	LU
MACAU	MO
MACEDONIA, THE FORMER YUGOSLAV REPUBLIC OF	MK
MADAGASCAR	MG
MALAWI	MW
MALAYSIA	MY
MALDIVES	MV
MALI	ML
MALTA	MT
MARSHALL ISLANDS	MH
MARTINIQUE	MQ
MAURITANIA	MR
MAURITIUS	MU
MAYOTTE	YT
MEXICO	MX
MICRONESIA, FEDERATED STATES OF	FM
MOLDOVA, REPUBLIC OF	MD
MONACO	MC
MONGOLIA	MN
MONTSERRAT	MS
MOROCCO	MA
MOZAMBIQUE	MZ
MYANMAR	MM
NAMIBIA	NA
NAURU	NR
NEPAL	NP
NETHERLANDS	NL
NETHERLANDS ANTILLES	AN
NEW CALEDONIA	NC
NEW ZEALAND	NZ
NICARAGUA	NI
NIGER	NE
NIGERIA	NG
NIUE	NU
NORFOLK ISLAND	NF
NORTHERN MARIANA ISLANDS	MP
NORWAY	NO
OMAN	OM
PAKISTAN	PK
PALAU	PW
PALESTINIAN TERRITORY, OCCUPIED	PS
PANAMA	PA
PAPUA NEW GUINEA	PG
PARAGUAY	PY
PERU	PE
PHILIPPINES	PH
PITCAIRN	PN
POLAND	PL
PORTUGAL	PT
PUERTO RICO	PR
QATAR	QA
RÉUNION	RE
ROMANIA	RO
RUSSIAN FEDERATION	RU
RWANDA	RW
SAINT HELENA	SH
SAINT KITTS AND NEVIS	KN
SAINT LUCIA	LC
SAINT PIERRE AND MIQUELON	PM
SAINT VINCENT AND THE GRENADINES	VC
SAMOA	WS
SAN MARINO	SM
SAO TOME AND PRINCIPE	ST
SAUDI ARABIA	SA
SENEGAL	SN
SEYCHELLES	SC
SIERRA LEONE	SL
SINGAPORE	SG
SLOVAKIA	SK
SLOVENIA	SI
SOLOMON ISLANDS	SB
SOMALIA	SO
SOUTH AFRICA	ZA
SOUTH GEORGIA AND THE SOUTH SANDWICH ISLANDS	GS
SPAIN	ES
SRI LANKA	LK
SUDAN	SD
SURINAME	SR
SVALBARD AND JAN MAYEN	SJ
SWAZILAND	SZ
SWEDEN	SE
SWITZERLAND	CH
SYRIAN ARAB REPUBLIC	SY
TAIWAN, PROVINCE OF CHINA	TW
TAJIKISTAN	TJ
TANZANIA, UNITED REPUBLIC OF	TZ
THAILAND	TH
TOGO	TG
TOKELAU	TK
TONGA	TO
TRINIDAD AND TOBAGO	TT
TUNISIA	TN
TURKEY	TR
TURKMENISTAN	TM
TURKS AND CAICOS ISLANDS	TC
TUVALU	TV
UGANDA	UG
UKRAINE	UA
UNITED ARAB EMIRATES	AE
UNITED KINGDOM	GB
UNITED STATES	US
UNITED STATES MINOR OUTLYING ISLANDS	UM
URUGUAY	UY
UZBEKISTAN	UZ
VANUATU	VU
Vatican City State see HOLY SEE
VENEZUELA	VE
VIET NAM	VN
VIRGIN ISLANDS, BRITISH	VG
VIRGIN ISLANDS, U.S.	VI
WALLIS AND FUTUNA	WF
WESTERN SAHARA	EH
YEMEN	YE
YUGOSLAVIA	YU
Zaire see CONGO, THE DEMOCRATIC REPUBLIC OF THE
ZAMBIA	ZM
ZIMBABWE	ZW

Entitled Values

The below table comments the different Entitled values.

Data Type	Decimal Value	Comments
NO	0	Is not entitled
YES	1	Is entitled
OTHER	254
UNKNOWN	255

Languages codes

Table of Contents

A-B-- Abkhazian to Burmese	M-N-- Macedonian to Nzima
C-D-- Caddo to Dzongkha	O-P -- Occitan (post 1500) to Pushto
E-F-- Efik to Fulah	Q-R-- Quechua to Russian
G-H-- Ga to Hupa	S-T -- Salishan languages to Twi
I-J-- Iban to Judeo-Persian	U-Z-- Ugaritic to Zuni
K-L-- Kabyle to Lushai

A-B

Language	Code
Abkhazian	abk
Achinese	ace
Acoli	ach
Adangme	ada
Afar	aar
Afrihili	afh
Afrikaans	afr
Afro-Asiatic (Other)	afa
Akan	aka
Akkadian	akk
Albanian	alb/sqi
Aleut	ale
Algonquian languages	alg
Altaic (Other)	tut
Amharic	amh
Apache languages	apa
Arabic	ara
Aramaic	arc
Arapaho	arp
Araucanian	arn
Arawak	arw
Armenian	arm/hye
Artificial (Other)	art
Assamese	asm
Athapascan languages	ath
Australian languages	aus
Austronesian (Other)	map
Avaric	ava
Avestan	ave
Awadhi	awa
Aymara	aym
Azerbaijani	aze
Balinese	ban
Baltic (Other)	bat
Baluchi	bal
Bambara	bam
Bamileke languages	bai
Banda	bad
Bantu (Other)	bnt
Basa	bas
Bashkir	bak
Basque	baq/eus
Batak (Indonesia)	btk
Beja	bej
Belarusian	bel
Bemba	bem
Bengali	ben
Berber (Other)	ber
Bhojpuri	bho
Bihari	bih
Bikol	bik
Bini	bin
Bislama	bis
Bosnian	bos
Braj	bra
Breton	bre
Buginese	bug
Bulgarian	bul
Buriat	bua
Burmese	bur/mya

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C-D

Language	Code
Caddo	cad
Carib	car
Catalan	cat
Caucasian (Other)	cau
Cebuano	ceb
Celtic (Other)	cel
Central American Indian (Other)	cai
Chagatai	chg
Chamic languages	cmc
Chamorro	cha
Chechen	che
Cherokee	chr
Cheyenne	chy
Chibcha	chb
Chichewa; Nyanja	nya
Chinese	chi/zho
Chinook jargon	chn
Chipewyan	chp
Choctaw	cho
Church Slavic	chu
Chuukese	chk
Chuvash	chv
Coptic	cop
Cornish	cor
Corsican	cos
Cree	cre
Creek	mus
Creoles and pidgins (Other)	crp
Creoles and pidgins, English-based (Other)	cpe
Creoles and pidgins, French-based (Other)	cpf
Creoles and pidgins, Portuguese-based (Other)	cpp
Croatian	scr/hrv
Cushitic (Other)	cus
Czech	cze/ces
Dakota	dak
Danish	dan
Dayak	day
Delaware	del
Dinka	din
Divehi	div
Dogri	doi
Dogrib	dgr
Dravidian (Other)	dra
Duala	dua
Dutch	dut/nld
Dutch, Middle (ca. 1050-1350)	dum
Dyula	dyu
Dzongkha	dzo

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E-F

Language	Code
Efik	efi
Egyptian (Ancient)	egy
Ekajuk	eka
Elamite	elx
English	eng
English, Middle (1100-1500)	enm
English, Old (ca.450-1100)	ang
Esperanto	epo
Estonian	est
Ewe	ewe
Ewondo	ewo
Fang	fan
Fanti	fat
Faroese	fao
Fijian	fij
Finnish	fin
Finno-Ugrian (Other)	fiu
Fon	fon
French	fre
French, Middle (ca.1400-1600)	frm
French, Old (842-ca.1400)	fro
Frisian	fry
Friulian	fur
Fulah	ful

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G-H

Language	Code
Ga	gaa
Gaelic (Scots)	gla
Gallegan	glg
Ganda	lug
Gayo	gay
Gbaya	gba
Geez	gez
Georgian	geo/kat
German	ger/deu
German, Low; Saxon, Low; Low German; Low Saxon	nds
German, Middle High (ca.1050-1500)	gmh
German, Old High (ca.750-1050)	goh
Germanic (Other)	gem
Gilbertese	gil
Gondi	gon
Gorontalo	gor
Gothic	got
Grebo	grb
Greek, Ancient (to 1453)	grc
Greek, Modern (1453-)	gre/ell
Guarani	grn
Gujarati	guj
Gwich´in	gwi
Haida	hai
Hausa	hau
Hawaiian	haw
Hebrew	heb
Herero	her
Hiligaynon	hil
Himachali	him
Hindi	hin
Hiri Motu	hmo
Hittite	hit
Hmong	hmn
Hungarian	hun
Hupa	hup

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I-J

Language	Code
Iban	iba
Icelandic	ice/isl
Igbo	ibo
Ijo	ijo
Iloko	ilo
Indic (Other)	inc
Indo-European (Other)	ine
Indonesian	ind
Interlingua (International Auxiliary Language Association)	ina
Interlingue	ile
Inuktitut	iku
Inupiaq	ipk
Iranian (Other)	ira
Irish	gle
Irish, Middle (900-1200)	mga
Irish, Old (to 900)	sga
Iroquoian languages	iro
Italian	ita
Japanese	jpn
Javanese	jav/jaw
Judeo-Arabic	jrb
Judeo-Persian	jpr

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K-L

Language	Code
Kabyle	kab
Kachin	kac
Kalaallisut	kal
Kamba	kam
Kannada	kan
Kanuri	kau
Kara-Kalpak	kaa
Karen	kar
Kashmiri	kas
Kawi	kaw
Kazakh	kaz
Khasi	kha
Khmer	khm
Khoisan (Other)	khi
Khotanese	kho
Kikuyu	kik
Kimbundu	kmb
Kinyarwanda	kin
Kirghiz	kir
Komi	kom
Kongo	kon
Konkani	kok
Korean	kor
Kosraean	kos
Kpelle	kpe
Kru	kro
Kuanyama	kua
Kumyk	kum
Kurdish	kur
Kurukh	kru
Kutenai	kut
Ladino	lad
Lahnda	lah
Lamba	lam
Lao	lao
Latin	lat
Latvian	lav
Letzeburgesch	ltz
Lezghian	lez
Lingala	lin
Lithuanian	lit
Low German; Low Saxon; German, Low; Saxon, Low	nds
Low Saxon; Low German; Saxon, Low; German, Low	nds
Lozi	loz
Luba-Katanga	lub
Luba-Lulua	lua
Luiseno	lui
Lunda	lun
Luo (Kenya and Tanzania)	luo
Lushai	lus

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M-N

Language	Code
Macedonian	mac/mkd
Madurese	mad
Magahi	mag
Maithili	mai
Makasar	mak
Malagasy	mlg
Malay	may/msa
Malayalam	mal
Maltese	mlt
Manchu	mnc
Mandar	mdr
Mandingo	man
Manipuri	mni
Manobo languages	mno
Manx	glv
Maori	mao/mri
Marathi	mar
Mari	chm
Marshall	mah
Marwari	mwr
Masai	mas
Mayan languages	myn
Mende	men
Micmac	mic
Minangkabau	min
Miscellaneous languages	mis
Mohawk	moh
Moldavian	mol
Mon-Khmer (Other)	mkh
Mongo	lol
Mongolian	mon
Mossi	mos
Multiple languages	mul
Munda languages	mun
Nahuatl	nah
Nauru	nau
Navajo	nav
Ndebele, North	nde
Ndebele, South	nbl
Ndonga	ndo
Nepali	nep
Newari	new
Nias	nia
Niger-Kordofanian (Other)	nic
Nilo-Saharan (Other)	ssa
Niuean	niu
Norse, Old	non
North American Indian (Other)	nai
Northern Sami	sme
Norwegian	nor
Norwegian Bokmål	nob
Norwegian Nynorsk	nno
Nubian languages	nub
Nyamwezi	nym
Nyanja; Chichewa	nya
Nyankole	nyn
Nyoro	nyo
Nzima	nzi

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O-P

Language	Code
Occitan (post 1500); Provençal	oci
Ojibwa	oji
Oriya	ori
Oromo	orm
Osage	osa
Ossetian; Ossetic	oss
Ossetic; Ossetian	oss
Otomian languages	oto
Pahlavi	pal
Palauan	pau
Pali	pli
Pampanga	pam
Pangasinan	pag
Panjabi	pan
Papiamento	pap
Papuan (Other)	paa
Persian	per/fas
Persian, Old (ca.600-400 B.C.)	peo
Philippine (Other)	phi
Phoenician	phn
Pohnpeian	pon
Polish	pol
Portuguese	por
Prakrit languages	pra
Provençal; Occitan (post 1500)	oci
Provençal, Old (to 1500)	pro
Pushto	pus

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Q-R

Language	Code
Quechua	que
Raeto-Romance	roh
Rajasthani	raj
Rapanui	rap
Rarotongan	rar
Reserved for local use	qaa-qtz
Romance (Other)	roa
Romanian	rum/ron
Romany	rom
Rundi	run
Russian	rus

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S-T

Language	Code
Salishan languages	sal
Samaritan Aramaic	sam
Sami languages (Other)	smi
Samoan	smo
Sandawe	sad
Sango	sag
Sanskrit	san
Santali	sat
Sardinian	srd
Sasak	sas
Saxon, Low; German, Low; Low Saxon; Low German	nds
Scots	sco
Selkup	sel
Semitic (Other)	sem
Serbian	scc/srp
Serer	srr
Shan	shn
Shona	sna
Sidamo	sid
Sign languages	sgn
Siksika	bla
Sindhi	snd
Sinhalese	sin
Sino-Tibetan (Other)	sit
Siouan languages	sio
Slave (Athapascan)	den
Slavic (Other)	sla
Slovak	slo/slk
Slovenian	slv
Sogdian	sog
Somali	som
Songhai	son
Soninke	snk
Sorbian languages	wen
Sotho, Northern	nso
Sotho, Southern	sot
South American Indian (Other)	sai
Spanish	spa
Sukuma	suk
Sumerian	sux
Sundanese	sun
Susu	sus
Swahili	swa
Swati	ssw
Swedish	swe
Syriac	syr
Tagalog	tgl
Tahitian	tah
Tai (Other)	tai
Tajik	tgk
Tamashek	tmh
Tamil	tam
Tatar	tat
Telugu	tel
Tereno	ter
Tetum	tet
Thai	tha
Tibetan	tib/bod
Tigre	tig
Tigrinya	tir
Timne	tem
Tiv	tiv
Tlingit	tli
Tok Pisin	tpi
Tokelau	tkl
Tonga (Nyasa)	tog
Tonga (Tonga Islands)	ton
Tsimshian	tsi
Tsonga	tso
Tswana	tsn
Tumbuka	tum
Turkish	tur
Turkish, Ottoman (1500-1928)	ota
Turkmen	tuk
Tuvalu	tvl
Tuvinian	tyv
Twi	twi

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U-Z

Language	Code
Ugaritic	uga
Uighur	uig
Ukrainian	ukr
Umbundu	umb
Undetermined	und
Urdu	urd
Uzbek	uzb
Vai	vai
Venda	ven
Vietnamese	vie
Volapük	vol
Votic	vot
Wakashan languages	wak
Walamo	wal
Waray	war
Washo	was
Welsh	wel/cym
Wolof	wol
Xhosa	xho
Yakut	sah
Yao	yao
Yapese	yap
Yiddish	yid
Yoruba	yor
Yupik languages	ypk
Zande	znd
Zapotec	zap
Zenaga	zen
Zhuang	zha
Zulu	zul
Zuni	zun

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Location Types

The below table comments the different Location types.

Location Type	Decimal Value	Comments
PRIMARY VOICE	0	Preferred voice phone number, including a “+” before the country code and “()” to enclose the optional portion of a dialing string (e.g. area code or city code). Examples of correct dialing strings include:+1 (503) 555-8440(503) 555-8440555-8440
ALTERNATE VOICE	1	Alternate voice phone number. Uses the same format as PRIMARY VOICE.
EMAIL	3	Electronic mail address.

ProviderPriority

The below table describes the different values.

Decimal Value	ProviderPriority	Value definition/usage
1	URGENT	Almost continuous intervention required (approx. 30 minutes intervals
2	HIGH	High intervention is required (approx. 1 hour intervals)
3	MEDIUM	Frequent intervention is required (approx. 2 hours intervals)
4	LOW	Intervention is required (approx. 4 hours intervals)
5	NO RUSH	Periodic intervention and Customer contact required.

Relation Types

The below table describes the different Relation Types.

Relation	Description
ALL	All objects are true.
AND	All objects are true, in order.
ANY	One or more objects are true.
OR	One or more objects are true, in order.
NOT	All objects are not true.

RemoteAgentType

The below table describes the different values.

Decimal Value	RemoteAgentType
1	HPE
2	Customer
3	Partner

RequesterSeverity

The below table describes the different values.

Decimal Value	RequesterSeverity	Value definition/usage
1	CRITICAL	Production system or production application down / at severe risk; data corruption / loss risk; business severely affected; some safety issues.
2	MAJOR	System or production application interrupted / compromised; risk of reoccurrence and significant impact on business.
3	MEDIUM	Problem has some impact on business but is not causing significant disruption.
4	MINOR	Problem has minimal impact on the business.
5	NO IMPACT	Minor suggestions / enhancements.

Statement roles

The below table describes the different Statement roles and their values.

Role	Decimal Value	Description
DESCRIPTION	0	Generic text without specific diagnostic application.
TITLE	11	The title of associated statements. Usually associated via an “and” expression.

States

The below table describes the different states and their values.

State Name	Description of State	Decimal Code
BEGINNING_STATE	The incident has not yet been created. This is the state of the virtual machine before a Request Service Transaction.	0
NOT_ENTITLED	A Request Service transaction has occurred. Entitlement to receive service has not yet been established.	1
ENTITLED	Request Service and Entitlement transactions have occurred. Service requester is entitled to submit a problem request.	2
PROBLEM_SUBMITTED	Request Service, Entitlement, and Problem submittal transactions have occurred The service provider will acknowledge with a commit or reject of the problem submittal. Rejecting the problem submittal will keep the virtual machine in the Entitled Stated	3
OPEN_PROVIDER	Incident is open pending action on the part of the service provider.	5
CLOSED_PENDING_ CONFIRMATION	Problem resolution has been provided to service requester, and service provider has requested confirmation of closure of the incident.	6
CLOSED	Incident is closed. Not further transactions can be applied to this incident, beyond informational queries.	7

Solution Types

The below table describes the different solutions and their values.

Solution Types	Decimal Value	Comments
REFERENCE	0	Use for any non-diagnostic technical or general information
DIAGNOSTIC	1	Use when you have information that can be described as a problem(s) and its solution(s).
HOW_TO	2	A object of non-diagnostic problem/resolution pair used to describe how to accomplish a particular objective
OTHER	254
UNKNOWN	255

Transactions

The below table describes the different transactions and their values.

Transaction Name	Description	Transaction Initiator	Decimal Value
Service Request	Request for service.	Service Requester	0
Entitlement	Acknowledges or denies request for services.	Service Provider	1
Problem Submittal	Problem description and desired response information.	Service Requester	2
Accept Problem	Acknowledge the Problem submission, commit or deny services, and set response guidelines (if applicable).	Service Provider	3
Problem Resolution	Technical resolution to problem.	Service Provider	4
Provide Problem Information	Response to request or unsolicited information about the problem.	Service Provider or Service Requester	6
Query Incident	Request incident data.	Service Requester or Service Provider	8
Confirm Close	Confirms that the resolution is correct, and the incident can be closed.	Service Requester	9
Reject Resolution	The resolution given was incorrect.	Service Requester	10
Request Closure	Can be used at any time during the exchange to ask that the provider close the ticket.	Service Requester	11

Quote Information (Requester)

This data transaction only occurs if you are configured to receive quote details. The SIS Extensions provides a Quote object, from which the Provider receives the quote data as per the following table.

Key for Mandatory Elements:

M —Mandatory

O —Optional

Object: Quote

Element	Data Type	Mandatory	Description
Authorized	STRING	M	Indicates whether or not the quote has been authorized by the customer
AuthorizedBy	STRING	M	The first and last name of the customer who authorized the quote
AuthorizedDate	STRING	M	The date on which the customer authorized the quote
QuoteDate	STRING	M	Date on which quote was prepared
QuoteType	STRING	M	The type of quote, which will be a string. For example: Estimate Formal Standard Repair
QuoteComments	STRING	O	Comments from the user who recorded the quote details
TaxExemptNumber	STRING	O	Customer’s tax exemption number (only present if customer is tax exempted)
ReferenceNumber	STRING	O	The customer reference number for the quote
BillingNumber	STRING	O	Purchase Order number or other number provided by the customer
TravelZone	STRING	O	Travel zone code
LaborCharge	SINGLE	O	Labor charges for the service
MaterialCharge	SINGLE	O	Cost of materials/parts used
TravelCharge	SINGLE	O	Travel charges incurred in providing the service to the customer
MiscCharge	SINGLE	O	Charges other than those for labor, material and travel
MaximumLimit	SINGLE	M	Maximum quote amount authorized by the customer for the requested service
Person	Person	O	Information on the selected person
TotalAmount	SINGLE	M	Sum of labor, travel, materials, and miscellaneous charges
BillingCompanyName	STRING	M	The billing company name

Object: Person

Element	Data Type	Mandatory	Description
FirstName	STRING	M	First name
LastName	STRING	M	Last name
Salutation	STRING	O	Salutation for the person, e.g., Mr. Mrs., or Ms
ContactType	STRING	O	The type of contact
Title	STRING	O	Job title
CommunicationMode	STRING		Type of communication
Address	Address		Information on the selected address

Object: Address

Element	Data Type	Mandatory	Description
AddressType	STRING		Values corresponding to the different address types as Primary, Shipping, Billing, Service, Other, Unknown
GeoAddress1	STRING	M	Address line 1
GeoAddress2	STRING	O	Address line 2
GeoAddress3	STRING	O	Address line 3
GeoAddress4	STRING	O	Address line 4
City	STRING	M	City
Region	STRING	M	Region
Country	STRING	M	Country
PostalCode	STRING	O	Postal or zip code
TimeZone	STRING	O	The time zone of the customer
Location (n)	Location
LocationID	STRING	M	Values such as phone number, email address, fax number, etc
LocationType	STRING	M: "Primary Voice" O: all others	Values corresponding to the different modes of the communication as "Primary Voice", "Alternate Voice", "Fax", "Email", "URL", "Other", and "Unknown"

Contract and Warranty Information (Requester)

The SIS Extensions provides an Obligation object into which the GSEM Requester inserts the data as per the following tables. The Obligation information is optional, but if inserted, some fields are mandatory as per the tables below.

Object: Obligation

Element	Data Type	Description
LatestServiceDeliveryTime	STRING	The calculated contractual latest delivery date/time for work to begin. This may differ from Response Time which could be a later time if the customer has requested service be delayed
GuaranteedFixTime	STRING	The calculated guaranteed fix time based on the contract
EntitlementType	STRING	Type of entitlement. C = Contract, P = Pack, W = Warranty
EntitlementSummary	STRING	Summary of the Entitlement details
Coverage	STRING	Entitled Coverage Window (ex: 24x7)
EntitlementSLAResponse	STRING	Type of SLA (ex: Repair vs Response)
CoverageResponse	STRING	SLA deliverable (ex: 6HR)
EstimatedDeliveryDays	Number	Task Estimated Delivery Days
EstimatedDeliveryHours	Number	Task Estimated Delivery Hours
EstimatedDeliveryMinutes	Number	Task Estimated Delivery Minutes
AdvisoryNumber	String	Service Advisory Number
AdvisoryURL	String	Web link to Service Advisory
SAOR	Boolean	Special Access Onsite Resources Flag
Offer	Offer	Information on the selected offer

Object: Offer

Element	Data Type	Description
Description	STRING	Short description of the offer
PackageDescription	STRING	Short description of the package associated with this offer
Deliverable	Deliverable	SIS Extended Deliverable object

Object: Deliverable

Element	Data Type	Description
DELIVERABLE(n)_Description	STRING	Indicates if deliverable was selected as part of the service to be offered
DELIVERABLE(n)_Value	STRING	A deliverable dependent value
Modifier	Modifier	SIS Extended Modifier object for the selected deliverable

Object: Modifier

Element	Data Type	Description
Modifier(n)	STRING	Name of modifier
Modifier(n)_Description	STRING	Short description of the modifier
Modifier(n)_Value1	STRING	A modifier dependent value
Modifier(n)_Value2	STRING	A modifier dependent value

Service Delivery Information (Requester)

The SIS Extensions provides a Service Delivery object into which the GSEM Requester inserts the data as per the following tables.

Object:ServiceDelivery

Element	Data Type	Description
Instruction	Instruction(n)	0..n instructions
SkillSet	SkillSet(n)	0..n skills required

Object:Instruction

Element	Data Type	Description
INSTRUCTION(n)_Type	STRING	Indicates the level to which the instructions apply, e.g., contract, site, site part, or product
INSTRUCTION(n)_Instruction	STRING	Text of the instruction

Object: SkillSet

Element	Data Type	Description
SKILLSET(n)_SkillName	STRING	Name of the specific skill
SKILLSET(n)_SkillLevel	STRING	Level of skill: 1— Basic 2— Intermediate 3— Advanced 4— Expert

Element

Data Type

Description

SKILLSET(n)_SkillName

STRING

Name of the specific skill

SKILLSET(n)_SkillLevel

STRING

Level of skill:

1— Basic

2— Intermediate

3— Advanced

4— Expert

Alternate Contact Information (Requester)

The SIS Extensions provides an Alternate Contact object into which the GSEM Requester inserts the data as per the following table.

Object:Service_RequesterAlternate

Element	Data Type	Description
PERSON
FirstName	First name of contact
LastName	Last name of contact
ADDRESS
LOCATION (n)
Type	Specifies a location type	Code
ID	Location value

Part Order Information (Requester)

The SIS Extensions provides Part Order objects into which the GSEM Requester inserts the data as per the following tables. This topic describes how Part Order information is provided to Partners when the Part Order exists on the subcaste prior to its transfer to the Partner. Updates are sent to the Partner in the following situations:

When a line item status changes to Ordered, Shipped, Cancelled, Back Ordered, Escalated, or Reserved

When a line item is added

Object:PartOrder

Element	Data Type	Description
PARTORDER(n)_PartOrderNumber	STRING	Order number assigned by the SIS Requester —this is necessary as the LogisticsOrderNumber may not always be available
PARTORDER(n)_LogisticsOrderNumber	STRING	Order number assigned by the logistics system
PARTORDER(n)_OrganizationName	STRING	Name of the company/customer to which the parts will be shipped
PARTORDER(n)_ReceivedInstructions	STRING	Instructions received from the logistics system

Object:Address

Element	Data Type	Description
PARTORDER(n)_ADDRESS_GeoAddress1	STRING	Address line 1
PARTORDER(n)_ADDRESS_GeoAddress2	STRING	Address line 2
PARTORDER(n)_ADDRESS_City	STRING	City
PARTORDER(n)_ ADDRESS_Region	STRING	Region
PARTORDER(n)_ADDRESS_Country	STRING	Country. 2-character ISO/IC 3166
PARTORDER(n)_ADDRESS_PostalCode	STRING	Postal code

Object:PartOrderLineItem

Element	Data Type	Description
PARTORDER(n)_PARTORDERLINEITEM(n)_LineItemID	STRING	SE Requester’s item number for this line item
PARTORDER(n)_PARTORDERLINEITEM(n)_PartNumber	STRING	Either the offered part number if available, otherwise the part number
PARTORDER(n)_PARTORDERLINEITEM(n)_PartDescription	STRING	Description of the part specified in the PartNumber field
PARTORDER(n)_PARTORDERLINEITEM(n)_DMRFlag	STRING	DMRFlag value
PARTORDER(n)_PARTORDERLINEITEM(n)_PartStatus	STRING	The status of the line item
PARTORDER(n)_PARTORDERLINEITEM(n)_ETA	STRING	Date and time that the logistics system has either offered or promised to deliver the part
PARTORDER(n)_PARTORDERLINEITEM(n)_ShipDate	STRING	Date and time the part was shipped by the logistics system
PARTORDER(n)_PARTORDERLINEITEM(n)_CarrierID	STRING	Id of the carrier that will ship the part
PARTORDER(n)_PARTORDERLINEITEM(n)_TrackingNumber	STRING	Tracking number of transaction
PARTORDER(n)_PARTORDERLINEITEM(n)_SourcedLocation	STRING	Sourced Location
PARTORDER(n)_PARTORDERLINEITEM(n)_RMANumber	STRING	RMA Number
PARTORDER(n)_PARTORDERLINEITEM(n)_CSRCode	STRING	Customer Self Repair Code
PARTORDER(n)_PARTORDERLINEITEM(n)_ReturnableCode	STRING	Part Returnable Code Identifier
PARTORDER(n)_PARTORDERLINEITEM(n)_InterveneFlag	STRING	Part escalation "Intervene" flag

Service Incident Information

The SIS Extensions provides a Service Incident object into which the GSEM Requester and Provider inserts the data as per the following table.

Object:ServiceIncident

Element	Data Type	Description
WorkFlowStatus	STRING	Update on the work flow status information
Quote	Quote	Quote information for the service incident
Obligation	Obligation	Entitlement for the service incident
ServiceDelivery	ServiceDelivery	Service delivery information for the service incident
ServiceRequesterAlternate	Contact	Alternate contact for the service delivery or for the service incident
Knowledge	Knowledge	Necessary Knowledge information for the service incident
PartOrders	PartOrder	Part order Information required for providing the service of service incident
Repair	Repair	Repair information update from the Partner

Repair Information (Provider)

The Repair Information object is one of the objects provided by the SIS Extensions to format the additional closure information and to insert it into the Problem Resolution transaction.

If the GSEM API determines that insufficient data is provided for a close, it will:

Log a note to the case that indicates that the closure was requested by the Partner, but rejected due to missing data. Included in the note are details of the missing data.

Send a Reject Resolution to the Partner, together with details of the missing data

Object: Repair

Element	Data Type	Description
RepairClass	STRING	Code indicating type of Repair
DelayCode	STRING	Code indicating reason for delay
SystemProductNumber	STRING	If the service incident was created against a product that is part of a system, this is the system's part number
SerialNumber	STRING	System serial number requiring service
ServiceStartDateTime	Date	The date/ time that work was started on the service request
ServiceEndDateTime	Date	The date/ time that work was stopped on the service request
SystemFixedTime	Time	The date/ time that the unit being repaired was returned to service
SystemDownDuration	STRING	Indicates in hours and minutes the time which the system was down (hh:mm)
RepairDuration	HH:MM	Duration of Repair
TravelDuration	HH:MM	Duration of Travel
ReturnTravelDuration	HH:MM	Duration of Return Travel
Overtime	HH:MM	Indicates whether the engineer worked overtime
AfterBusinessHours	STRING	Indicates whether the time was spent after business hours
ProductNumber	STRING	Model Number of Product being Serviced
SupplierResidentEngineerFlag	STRING	Flag indicating if the Task was handled by a Supplier Resident Engineer or not
OnsiteSupplierEngineer	STRING	Flag indicating if the Task was handled by a Supplier Resident Engineer or not
ResolutionDescription	STRING	Summary of Repair Activities
Quality	Quality	Quality items
RepairPart	RepairPart	Repair items

Object: Quality

Element	Data Type	Description
QualityCode(n)	STRING	Code describing the service provided
QualityType(n)	STRING	Code type describing the service provided

Object:RepairPart

Element	Data Type	Description
PartOrderNumber(n)	STRING	Part Order Number
PartLineItemNumber(n)	Numeric	Line item of the part
InstalledPartNumber(n)	STRING	The part that was installed
InstalledSerialNumber(n)	STRING	The serial number of the part that was installed
InstalledPartDescription(n)	STRING	Description of the part that was installed
SourcedLocation	STRING	Mandatory if the Minicomputer is not specified
UsageCode	STRING	A code that describes how the part was consumed
RemovedPartNumber(n)	STRING	The part number that was removed
RemovedSerialNumber	STRING	The serial number of the part that was removed
RemovedPartDescription	STRING	Description of the part that was removed
FailureCode(n)	STRING	Code that indicates the part failure type
FailureAnalysisFlag	STRING	A Boolean flat to indicate whether the part line item requires failure analysis

Quality Information (Provider)

The Quality Information object is one of the objects provided by the SIS Extensions to format the additional closure information and to insert it into the Problem Resolution transaction.

If the GSEM API determines that insufficient data is provided for a close, it will:

Log a note to the case that indicates that the closure was requested by the Partner, but rejected due to missing data. Included in the note are details of the missing data.

Send a Reject Resolution to the Partner, together with details of the missing data

Object:Quality

Element	Data Type	Description
QUALITY(n)_QualityCode	STRING	Value of the quality information code (e.g., On-Site2)
QUALITY(n)_QualityType	STRING	The type of quality code

Service Incident Extension Data Model

Subteen Definitions
Note:Data in bold represents multiple items.

Search Results

JSON special characters

Date format

Structured Fields format

Sub-fields tags

Service Incident Structure

Service requester

Service Provider

Agreement Object

Solution Object

Problem Object

JSON Implementation (Provider)

JSON Examples of the different Provider transactions:

JSON Examples of the different Provider actions:

JSON example of Entitlement

JSON example of Accept Problem

JSON example of Provide Problem Information

JSON example of Problem Resolution

JSON example of Query Incident

JSON example of GetNextMessage

JSON example of Acknowledge

JSON Implementation (Requester)

JSON Examples of the different Provider transactions:

JSON example of Service Request

JSON submitted

JSON Status Received

JSON example of Problem Submittal

JSON submitted

JSON Status Received

JSON example of Provide Problem Information

JSON submitted

JSON Status Received

JSON example of Reject Resolution

JSON submitted

JSON Status Received

JSON example of Confirm Close

JSON submitted

JSON Status Received

JSON example of Query Incident

JSON submitted

JSON Status Received

JSON example of Request Closure

JSON submitted

JSON Status Received

JSON example of GetNextMessage

JSON submitted

JSON Status Received

JSON example of Acknowledge

JSON submitted

JSON Status Received

eCPControl

Contact structure

ParameterList

Problem Submittal Time

Problem Resolution Time

Provide Problem Information Time

Example 1

Example 2

Activity Structure

Acknowledge Values

Address types

Communication modes

Country codes

Entitled Values

Languages codes

C-D

Location Types

ProviderPriority

Relation Types

RemoteAgentType

RequesterSeverity

Statement roles

States

Solution Types

Transactions

Quote Information (Requester)

Contract and Warranty Information (Requester)

Service Delivery Information (Requester)

Alternate Contact Information (Requester)

Part Order Information (Requester)