Actions and transactions (Providers)

Transactions in which the Provider takes the initiative:

When the Provider has to provide new unsolicited information like for example evidence, symptoms etc ... on the problem. Then the Provider must execute a Provide Problem Information .
If the Provider has to propose a solution to the submitted problem, the Provider must execute Problem Resolution .

To get the last call status, it has to use Query Incident .

Transactions in which the Provider has to answer:

If the Requester sent a Service Request , the Provider has to begin a Entitlement .
When it gets a Problem Submittal from the Requester, the Provider initiates Accept Problem
When it gets a Provide Problem Information from the Requester, no action is required. For its own use, the Provider may update its database.
If the Provider receives a Confirm Close or a Request Closure from the Requester, the Provider must close the call in its own CHS.

Provider Transactions

Each transaction submits a Service Incident object. Depending on the transaction, the different elements of the Service Incident object have to be populated. The following table identifies the mandatory and optional data to be passed for each transaction.

At reception the GSEM Engine checks the provision of mandatory fields and returns an error status in the acknowledgement. Optional fields will be used if present. Other fields are ignored.

	Query Incident	Entitlement	Accept Problem	Provide Problem Information	Problem Resolution
RequesterID	M	M	M	M	M
ProviderID			M
CurrentState
RequesterSeverity
ProviderPriority			M	O
ResponseTime			M	O
WorkflowStatus
Comment		O	O	O	O
Entitled		M
Acknowledge
TransactionName
ACTIVITY	M	M	M	M	M
AGREEMENT
ContractID
AgreementType
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)			MAt least one Contact 'last name' and a 'phone number' must be provided.	O
PROBLEM
SOLUTION					MAt least a one statement must be provided.

Query Incident

This transaction is used to obtain the most up-to-date SERVICE_INCIDENT state. It returns the full SERVICE_INCIDENT object.

For this transaction, the ACTIVITY object is not appended to the SERVICE_INCIDENT object.

The following table identifies the mandatory and optional data to be passed for each Query Incident.

JSON Examples

SIS

Expand the table	Query Incident
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority
ResponseTime
WorkflowStatus
Comment
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)
PROBLEM
SOLUTION

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
WorkflowStatus	The status of this incident is according to the workflow. (NOT USED)	“”
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.
PERSON	Details on the activity individual	See description in contact structure
RESOURCE
ResourceType	A description of the resource being used	Possible values:"ONSITE ENGINEER" "OFFSITE ENGINEER" "PART NUMBER"
Quantity	How many units have been used	A number representing the actual number of minutes or the actual quantity of parts used
UnitOfMeasure	What the unit of measure is for this resource	Possible values are:"MINUTES" "MATERIAL"

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 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

SERVICE_REQUESTER(n)

SERVICE_PROVIDER(n)

PROBLEM

Description of the Submitted problem.

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

SOLUTION

Elements of the solution.

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

Entitlement

This transaction is used by the Provider to notify the result of its entitlement checking. The Entitlement field must be set to “Yes” or “No”. In case of “No”, the Comment field must contain the reason of the refusal.

The following table identifies mandatory and optional data to be passed for each Entitlement.

JSON Examples

SIS

Expand the table	Entitlement
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority
WorkflowStatus
Comment	Optional
Entitled	Mandatory
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)
PROBLEM
SOLUTION

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
WorkflowStatus	The status of this incident is according to the workflow. (NOT USED)	“”
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.
PERSON	Details on the activity individual	See description in contact structure
RESOURCE
ResourceType	A description of the resource being used	Possible values:"ONSITE ENGINEER" "OFFSITE ENGINEER" "PART NUMBER"
Quantity	How many units have been used	A number representing the actual number of minutes or the actual quantity of parts used
UnitOfMeasure	What the unit of measure is for this resource	Possible values are:"MINUTES" "MATERIAL"

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 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

SERVICE_REQUESTER(n)

SERVICE_PROVIDER(n)

PROBLEM

Description of the Submitted problem.

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

SOLUTION

Elements of the solution.

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

Accept problem

The Accept Problem transaction is to be executed once the Service Incident has been created in the provider CHS. This transaction notifies the Requester that the Service Incident has been accepted and created, also returns the Provider call # in the ProviderID field.

The following table identifies mandatory and optional data to be passed for each Accept problem.

JSON Examples

SIS

Expand the table	Accept Problem
RequesterID	Mandatory
ProviderID	Mandatory
CurrentState
RequesterSeverity	Mandatory
ProviderPriority	Mandatory
ResponseTime
WorkflowStatus
Comment	Optional
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)	Mandatory
PROBLEM
SOLUTION

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
WorkflowStatus	The status of this incident is according to the workflow. (NOT USED)	“”
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.
PERSON	Details on the activity individual	See description in contact structure
RESOURCE
ResourceType	A description of the resource being used	Possible values:"ONSITE ENGINEER" "OFFSITE ENGINEER" "PART NUMBER"
Quantity	How many units have been used	A number representing the actual number of minutes or the actual quantity of parts used
UnitOfMeasure	What the unit of measure is for this resource	Possible values are:"MINUTES" "MATERIAL"

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 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

SERVICE_REQUESTER(n)

SERVICE_PROVIDER(n)

PROBLEM

Description of the Submitted problem.

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

SOLUTION

Elements of the solution.

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

Provide Problem Information

This transaction is used to provide additional information on the problem in an unsolicited way: ProviderPriority, ResponseTime, Comment, ACTIVITY, and SERVICE_PROVIDER objects can be modified.

This transaction is used in particular to add an ACTIVITY instance in order to record a significant service delivery activity or event.

If SERVICE_PROVIDER is modified, the entire object has to be submitted. The GSEM Engine replaces objects as a whole.

The following table identifies mandatory and optional data to be passed for each Provide Problem Information.

JSON Examples

SIS

Expand the table	Provide Problem Information
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority	Optional
ResponseTime	Optional
WorkflowStatus
Comment	Optional
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)	Optional
PROBLEM
SOLUTION

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
WorkflowStatus	The status of this incident is according to the workflow. (NOT USED)	“”
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.
PERSON	Details on the activity individual	See description in contact structure
RESOURCE
ResourceType	A description of the resource being used	Possible values:"ONSITE ENGINEER" "OFFSITE ENGINEER" "PART NUMBER"
Quantity	How many units have been used	A number representing the actual number of minutes or the actual quantity of parts used
UnitOfMeasure	What the unit of measure is for this resource	Possible values are:"MINUTES" "MATERIAL"

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 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

SERVICE_REQUESTER(n)

SERVICE_PROVIDER(n)

PROBLEM

Description of the Submitted problem.

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

SOLUTION

Elements of the solution.

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

Problem Resolution

The Problem Resolution transaction transmits the problem resolution to the Requester.The resolution details are contained in the Solution Object.Here, at least Title and Abstract must be filled.

The following table identifies mandatory and optional data to be passed for each Problem Resolution.

JSON Examples

SIS

Expand the table	Problem Resolution
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority
ResponseTime
WorkflowStatus
Comment	Optional
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)
SERVICE_PROVIDER (CONTACT)
PROBLEM
SOLUTION	Mandatory

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
WorkflowStatus	The status of this incident is according to the workflow. (NOT USED)	“”
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.
PERSON	Details on the activity individual	See description in contact structure
RESOURCE
ResourceType	A description of the resource being used	Possible values:"ONSITE ENGINEER" "OFFSITE ENGINEER" "PART NUMBER"
Quantity	How many units have been used	A number representing the actual number of minutes or the actual quantity of parts used
UnitOfMeasure	What the unit of measure is for this resource	Possible values are:"MINUTES" "MATERIAL"

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 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

SERVICE_REQUESTER(n)

SERVICE_PROVIDER(n)

PROBLEM

Description of the Submitted problem.

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

SOLUTION

Elements of the solution.

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

Search Results

Actions and transactions (Providers)

Provider Transactions

Query Incident

Service Incident Structure

Entitlement

Service Incident Structure

Accept problem

Service Incident Structure

Provide Problem Information

Service Incident Structure

Problem Resolution

Service Incident Structure