Actions and transactions (Requester)

Transactions in which the Requester takes the initiative:

When the Requester has a new incident , and wants to create a new call for the Provider, the Requester has to initiate a Service Request .
If the Requester wants to update the description of the problem, such as evidence, symptoms etc, then it has to use Provide Problem Information .

If the Requester wants to get the last call status, it has to use Query Incident .
If the Requester considers that the proposed solution is not acceptable, it has to use Reject Resolution .
If the Requester has found the solution and wants to close the call without waiting, it has to use Request Closure .

Transactions in which the Requester has to answer:

When the Requester gets an Accept Problem notified from the Provider, no action is required; for its own use , the Requester may update its database.
If the Provider has to improve the information of the problem, like for example, evidence, symptoms,... it has to use Provide Problem Information .
If notified of the Problem Resolution , the Requester may initiate Confirm Close , if it agrees on the solution found. Otherwise it has to use Reject Resolution .

Requester Transactions

Each transaction submits a Service Incident object. Depending on the transaction, different elements of the Service Incident object have to be filled. The following table identifies mandatory and optional data to be passed for each transaction. At reception, the GSEM Engine checks the provision of mandatory fields and returns a status (OK or error) in the acknowledgement. Optional fields will be used if present. Any other fields are ignored.

	Service Request	Query Incident	Provide Problem Info	Reject Resolution	Confirm Close	Request Closure
RequesterID	M	M	M	M	M	M
ProviderID
CurrentState
RequesterSeverity			O
ProviderPriority
ResponseTime
WorkflowStatus
Comment			O	M	O	M
Entitled
Acknowledge
TransactionName
ACTIVITY	M	M	M	M	M	M
AGREEMENT
ContractID	M
AgreementType	OIn addition to the contract number some complementary information such as Serial Number, Part Number can be entered in this field.
SERVICE_REQUESTER (CONTACT)	MAt least one contact last name and a phone number must be provided.		OOne or several items can be provided at once in the same transaction.
SERVICE_PROVIDER (CONTACT)
PROBLEM	OWhen the Problem_Submittal shortcut is used.		O	O
SOLUTION

Service Request

The Service Request transaction is the first transaction for a Service Incident. It initiates the flow by sending initial data to GSEM Engine. The main purpose of this transaction is to pass contractual information and contact information.

In the case of a path using the "Problem Submittal" shortcut, the Problem, ResponseTime, and RequesterSeverity objects will be provided as well. See Problem Submittal transaction for details on these objects.

The following table identifies the mandatory and optional data to be passed for each Service Request.

JSON Examples

SIS

Expand the table	Service Request
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity	Mandatory
ProviderPriority
ResponseTime
WorkflowStatus
Comment
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
ContractID	Mandatory
AgreementType	Optional
SERVICE_REQUESTER (CONTACT)	Mandatory
SERVICE_PROVIDER (CONTACT)
PROBLEM	Optional
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)

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
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

Query Incident

This transaction is used to obtain the most up-to-date SERVICE_INCIDENT state. It returns the full SERVICE_INCIDENT object from the GSEM Engine. For this transaction, the ACTIVITY object is not appended to the SERVICE_INCIDENT object.
The following table identifies 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
ContractID
AgreementType
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)

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
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 Submittal

Once the SERVICE_INCIDENT is entitled by the Provider, the Problem Submittal transaction is used to pass problem information to the Provider. It contains at least RequesterSeverity, ResponseTime fields and the PROBLEM object.
The PROBLEM object must contain one Title statement, and one Description statement. It can contain additional statement type.
The following table identifies mandatory and optional data to be passed for each Problem Submittal.
Note:
The Current GSEM version doesn't support this transaction.

JSON Examples

SIS

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

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
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.
To add an ACTIVITY instance to record a significant activity.
To update the RequesterSeverity and the SERVICE_REQUESTER objects.

If SERVICE_REQUESTER is modified, the entire object have 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 info
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity	Optional
ProviderPriority
ResponseTime
WorkflowStatus
Comment	Optional
Entitled
Acknowledge
TransactionName
ACTIVITY	Mandatory
Agreement
SERVICE_REQUESTER (CONTACT)	Optional
SERVICE_PROVIDER (CONTACT)
PROBLEM	Optional
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)

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
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

Reject Resolution

This transaction is used to notify the Provider that the resolution is not acceptable.
The following table identifies mandatory and optional data to be passed for each Reject Resolution.

JSON Examples

SIS

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

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
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

Confirm Closure

After having received a ProblemResolution transaction, this transaction is used to notify the Provider as the resolution is accepted. This transaction triggers the closure of the call. A Comment can be passed.
The following table identifies mandatory and optional data to be passed for each Confirm Close.

JSON Examples

SIS

Expand the table	Confirm Close
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority
ResponseTime
WorkflowStatus
Comment	Optional
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)

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
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

Request Closure

This transaction is used to terminate the call at any time during the call life. For example, it can be used if the Requester found the solution on its own. The Comment field must document the reason of the request.
The following table identifies mandatory and optional data to be passed for each Request Closure.

JSON Examples

SIS

Expand the table	Request Closure
RequesterID	Mandatory
ProviderID
CurrentState
RequesterSeverity
ProviderPriority
ResponseTime
WorkflowStatus
Comment	Mandatory
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)

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
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 (Requester)

Requester Transactions

Service Request

Service Incident Structure

Query Incident

Service Incident Structure

Problem Submittal

Service Incident Structure

Provide Problem Information

Service Incident Structure

Reject Resolution

Service Incident Structure

Confirm Closure

Service Incident Structure

Request Closure

Service Incident Structure