openapi: 3.2.0
info:
  title: Mtn Group Incident ticket API
  version: v1.0
  description: 'Operations tagged Incident ticket across 2 of this provider''s published API definitions: mtn-group-job-card-management.yml, mtn-group-ticket.yml. Each path carries the servers of the definition it was published in.'
servers:
- url: http://localhost:8080
- url: https://api.mtn.com/
tags:
- name: Incident ticket
paths:
  /incident:
    post:
      tags:
      - Incident ticket
      summary: Create a new ticket
      description: Create a new ticket by specifying the 'originIncidentNumber'.
      responses:
        201:
          description: Incident created
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ticketResponse'
        401:
          description: Not authenticated
        404:
          description: Not found
        407:
          description: Proxy system not authenticated
        500:
          description: Internal Server Error
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/newTicket'
        description: Request body
        required: true
    put:
      tags:
      - Incident ticket
      summary: Modify an existing ticket
      description: This call is used to update a ticket that already exists by using the 'targetIncidentNumber'.
      responses:
        200:
          description: OK
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ticketResponse'
        401:
          description: Not authenticated
        404:
          description: Not found
        407:
          description: Proxy system not authenticated
        500:
          description: Internal Server Error
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/updateTicket'
        description: Request body
        required: true
    servers:
    - url: http://localhost:8080
components:
  schemas:
    newTicket:
      type: object
      required:
      - targetSystem
      - originSystem
      - transactionId
      - callerId
      - originIncidentNumber
      - shortDescription
      properties:
        targetSystem:
          type: string
          description: System receiving the request
          example: REMEDYSA
          enum:
          - REMEDYSA
          - SERVICENOW
        originSystem:
          type: string
          description: System originating the request
          example: SERVICENOW
          enum:
          - REMEDYSA
          - SERVICENOW
        transactionId:
          type: string
          description: Transaction identifier used by client
          example: 123ABC
        callerId:
          type: string
          description: User from calling system
          example: a.gonzalez.bogaz@accenture.com
        originIncidentNumber:
          type: string
          description: Origin ticket identifier, this is the id of the ticket at the originating system
          example: INC0011558
        shortDescription:
          type: string
          description: Brief description about the ticket
          example: Superman is sick
        detailedDescription:
          type: string
          description: More detailed description of the ticket
          example: Superman is sick because he was exposed to Kryptonite
        impact:
          type: string
          description: Level of impact
          example: '1'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        urgency:
          type: string
          description: Level of urgency
          example: '3'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        interface:
          type: string
          description: interface applicable to requests for RemedySA
          example: interface
        signalName:
          type: string
          description: signalName applicable to requests for RemedySA
          example: signalName
        attachmentFilename:
          type: string
          description: Name of file being attached
          example: image1.png
        attachmentData:
          type: string
          format: base64
          description: Attachment data encoded in base64
          example: fdgrdvh22dhv2dhtdt3h35th4
    ticketResponse:
      type: object
      required:
      - targetIncidentNumber
      - statusCode
      - statusMessage
      - originTransactionId
      - targetTransactionId
      properties:
        targetIncidentNumber:
          type: string
          description: Target ticket identifier, this is the id of the ticket at the target system
        statusCode:
          type: string
          description: Status code from target system to indicate transaction status
        statusMessage:
          type: string
          description: Status response description
          example: processed
        originTransactionId:
          type: string
          description: Transaction identifier generated by system originating the request
          example: MTN123456
        targetTransactionId:
          type: string
          description: Transaction identifier generated by target
          example: 17af7d89db62885072fa83305b961972
    updateTicket:
      type: object
      required:
      - transactionId
      - originSystem
      - targetSystem
      - targetIncidentNumber
      properties:
        transactionId:
          type: string
          description: Transaction identifier used by client
          example: 123ABC
        originSystem:
          type: string
          description: System originating the request
          example: SERVICENOW,REMEDYSA
        targetSystem:
          type: string
          description: System receiving the request
          example: REMEDYSA,SERVICENOW
        targetIncidentNumber:
          type: string
          description: Incident number at the target system
          example: INC0011964
        shortDescription:
          type: string
          description: Brief description about the ticket
          example: Superman is sick
        detailedDescription:
          type: string
          description: More detailed description of the ticket
          example: Superman is sick because he was exposed to Kryptonite
        impact:
          type: string
          description: Level of impact
          example: '1'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        urgency:
          type: string
          description: Level of urgency
          example: '3'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        attachmentFilename:
          type: string
          description: Name of file being attached
          example: image1.png
        attachmentData:
          type: string
          format: base64
          description: Attachment data encoded in base64
          example: fdgrdvh22dhv2dhtdt3h35th4
        state:
          type: string
          description: Only applicable for values 2,3,6,7,8. Value 1 is set when an incident is created. Value 2 can only be set if the ticket 'assignedTo' field was prevously set
          example: '3'
          enum:
          - '2'
          - '3'
          - '6'
          - '7'
          - '8'
        assignedTo:
          type: string
          description: Who the incident is assigned to
          example: integration.mtn.sa.remedy
        closeCode:
          type: string
          description: Applicable when setting 'state' to 6. This value is used to indicate the code for resolution.
          enum:
          - Not Resolved – Not Reproducible
          - Not Resolved – Problem Raised
          - Not Resolved – Resolved by Vendor
          - Resolved - Workaround Applied
          - Resolved – Fixed by Caller
          - Resolved – Fixed Without Action
          - Resolved – Permanent Fix Applied
          example: Resolved – Permanent Fix Applied
        closeNotes:
          type: string
          description: Custom notes for closing ticket.
          example: All done!
        comments:
          type: string
          description: Comments to incident
          example: My comments
        workNotes:
          type: string
          description: Work notes to incident
          example: My notes
        subcategory:
          type: string
          description: Incident category
          example: database
        interface:
          type: string
          description: interface applicable to requests for RemedySA
          example: interface
        signalName:
          type: string
          description: signalName applicable to requests for RemedySA
          example: signalName
        summary:
          type: string
          description: summary applicable to requests for RemedySA
          example: summary
        detailedSummary:
          type: string
          description: detailedSummary applicable to requests for RemedySA
          example: detailedSummary
    TicketCreateData:
      type: object
      properties:
        referenceNumber:
          type: string
          description: Ticket reference number
        estimatedResolutionTime:
          type: string
          description: Estimated resolition time for the ticket created
        urgency:
          type: string
          description: Urgency / priority of the created ticket
        docketRefNumber:
          type: string
        incidentReopenCount:
          type: number
          description: Number of times the ticket has been re-opened
    MediumCharacteristic:
      type: object
      description: Describes the contact medium characteristics that could be used to contact a party (an individual or an organization)
      properties:
        contact:
          type: string
          description: Person's phone number or email
        buildingNumber:
          type: string
          description: Building number
        city:
          type: string
          description: The city
        contactType:
          type: string
          description: 'The type of contact, for example: phone number such as mobile, fixed home, fixed office. postal address such as shipping instalation…'
        addressType:
          type: string
          description: Type of address such as residential address, office address etc.
        placeName:
          type: string
          description: Name of village or town or place etc.
        sectorName:
          type: string
          description: Name of sector or relevant etc.
        cellName:
          type: string
          description: Name of cell number or town or place etc.
        districtName:
          type: string
          description: Name of village or town or place etc.
        street1:
          type: string
          description: Describes the street
        state:
          type: string
        region:
          type: string
          description: Region of the complainant
        street:
          type: string
        street2:
          type: string
        postCode:
          type: string
          description: Postcode
        stateOrProvince:
          type: string
          description: State or province
        country:
          type: string
          description: The country
        emailAddress:
          type: string
          description: Full email address in standard format
        faxNumber:
          type: string
          description: The fax number of the contact
        phoneNumber:
          type: string
          description: The primary phone number of the contact
        alternateNumber:
          type: array
          items:
            type: string
            description: List of alternate phone/contact numbers of the customer
            example:
            - '2507865432'
        socialNetworkId:
          type: string
          description: Identifier as a member of a social network
        '@baseType':
          type: string
          description: When sub-classing, this defines the super-class
        '@schemaLocation':
          type: string
          description: A URI to a JSON-Schema file that defines additional attributes and relationships
          format: uri
        '@type':
          type: string
          description: When sub-classing, this defines the sub-class entity name
    ContactMedium:
      type: object
      description: Indicates the contact medium that could be used to contact the party.
      properties:
        mediumType:
          type: string
          description: 'Type of the contact medium, such as: physicalAdress,postalAddress,contactPerson etc.'
        preferred:
          type: boolean
          description: If true, indicates that is the preferred contact medium
        characteristic:
          $ref: '#/components/schemas/MediumCharacteristic'
          description: Any additional characteristic(s) of this contact medium
        '@baseType':
          type: string
          description: When sub-classing, this defines the super-class
        '@schemaLocation':
          type: string
          description: A URI to a JSON-Schema file that defines additional attributes and relationships
          format: uri
        '@type':
          type: string
          description: When sub-classing, this defines the sub-class entity name
    ticketResponse_2:
      type: object
      required:
      - targetIncidentNumber
      - statusCode
      - statusMessage
      - originTransactionId
      - targetTransactionId
      properties:
        targetIncidentNumber:
          type: string
          description: Target ticket identifier, this is the id of the ticket at the target system
        statusCode:
          type: string
          description: Status code from target system to indicate transaction status
        statusMessage:
          type: string
          description: Status response description
          example: processed
        originTransactionId:
          type: string
          description: Transaction identifier generated by system originating the request
          example: MTN123456
        targetTransactionId:
          type: string
          description: Transaction identifier generated by target
          example: 17af7d89db62885072fa83305b961972
        data:
          $ref: '#/components/schemas/TicketCreateData'
    updateTicket_2:
      type: object
      required:
      - transactionId
      - originSystem
      - targetSystem
      - targetIncidentNumber
      properties:
        transactionId:
          type: string
          description: Transaction identifier used by client
          example: 123ABC
        originSystem:
          type: string
          description: System originating the request
          example: SERVICENOW,REMEDYSA
        targetSystem:
          type: string
          description: System receiving the request
          example: REMEDYSA,SERVICENOW
        targetIncidentNumber:
          type: string
          description: Incident number at the target system
          example: INC0011964
        shortDescription:
          type: string
          description: Brief description about the ticket
          example: Superman is sick
        detailedDescription:
          type: string
          description: More detailed description of the ticket
          example: Superman is sick because he was exposed to Kryptonite
        impact:
          type: string
          description: Level of impact
          example: '1'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        urgency:
          type: string
          description: Level of urgency
          example: '3'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        attachmentFilename:
          type: string
          description: Name of file being attached
          example: image1.png
        attachmentData:
          type: string
          format: base64
          description: Attachment data encoded in base64
          example: fdgrdvh22dhv2dhtdt3h35th4
        state:
          type: string
          description: Only applicable for values 2,3,6,7,8. Value 1 is set when an incident is created. Value 2 can only be set if the ticket 'assignedTo' field was prevously set
          example: '3'
          enum:
          - '2'
          - '3'
          - '6'
          - '7'
          - '8'
        assignedTo:
          type: string
          description: Who the incident is assigned to
          example: integration.mtn.sa.remedy
        closeCode:
          type: string
          description: Applicable when setting 'state' to 6. This value is used to indicate the code for resolution.
          enum:
          - Not Resolved – Not Reproducible
          - Not Resolved – Problem Raised
          - Not Resolved – Resolved by Vendor
          - Resolved - Workaround Applied
          - Resolved – Fixed by Caller
          - Resolved – Fixed Without Action
          - Resolved – Permanent Fix Applied
          example: Resolved – Permanent Fix Applied
        closeNotes:
          type: string
          description: Custom notes for closing ticket.
          example: All done!
        comments:
          type: string
          description: Comments to incident
          example: My comments
        workNotes:
          type: string
          description: Work notes to incident
          example: My notes
        subcategory:
          type: string
          description: Incident category
          example: database
        interface:
          type: string
          description: interface applicable to requests for RemedySA
          example: interface
        signalName:
          type: string
          description: signalName applicable to requests for RemedySA
          example: signalName
        summary:
          type: string
          description: summary applicable to requests for RemedySA
          example: summary
        detailedSummary:
          type: string
          description: detailedSummary applicable to requests for RemedySA
          example: detailedSummary
        status:
          type: string
          description: Status of the ticket
        statusUpdateTime:
          type: string
          format: datetime
        commentsUpdateTime:
          type: string
          format: datetime
          description: Time when a new comment is being submitted
        statusUpdateStaffCode:
          type: string
          description: Staff number of the individual submitting the update
        commentsUpdateStaffCode:
          type: string
          description: Comment of the individual submitting the update
    newTicket_2:
      type: object
      required:
      - targetSystem
      - originSystem
      - transactionId
      - callerId
      - originIncidentNumber
      - shortDescription
      properties:
        targetSystem:
          type: string
          description: System receiving the request
          example: REMEDYSA
          enum:
          - REMEDYSA
          - SERVICENOW
          - CLM
        originSystem:
          type: string
          description: System originating the request
          example: SERVICENOW
          enum:
          - REMEDYSA
          - SERVICENOW
        transactionId:
          type: string
          description: Transaction identifier used by client
          example: 123ABC
        callerId:
          type: string
          description: User from calling system
          example: a.gonzalez.bogaz@accenture.com
        originIncidentNumber:
          type: string
          description: Origin ticket identifier, this is the id of the ticket at the originating system
          example: INC0011558
        shortDescription:
          type: string
          description: Brief description about the ticket
          example: Superman is sick
        detailedDescription:
          type: string
          description: More detailed description of the ticket
          example: Superman is sick because he was exposed to Kryptonite
        impact:
          type: string
          description: Level of impact
          example: '1'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        urgency:
          type: string
          description: Level of urgency
          example: '3'
          enum:
          - '1'
          - '2'
          - '3'
          - '4'
        interface:
          type: string
          description: interface applicable to requests for RemedySA
          example: interface
        signalName:
          type: string
          description: signalName applicable to requests for RemedySA
          example: signalName
        attachmentFilename:
          type: string
          description: Name of file being attached
          example: image1.png
        attachmentData:
          type: string
          format: base64
          description: Attachment data encoded in base64
          example: fdgrdvh22dhv2dhtdt3h35th4
        customerId:
          type: string
          description: Mobile number of the entity reporting the incident
        entityType:
          type: string
          description: Categorisation of the entity that has created the ticket. P -> Profile Level S -> Single Service Level I -> Individual Level
          enum:
          - P
          - S
          - I
        ticketCategoryCode:
          type: string
          description: Represents code of the Trouble ticket Category created
        destinationNumber:
          type: string
          description: Represents destination number
        ticketCategory:
          type: string
          description: Ticket category
        ticketSubCategory:
          type: string
          description: Ticket level 2 category
        subscriberName:
          type: string
          description: Subscriber Name
        contactMedium:
          $ref: '#/components/schemas/ContactMedium'
  securitySchemes:
    ApiKeyAuth:
      type: apiKey
      name: X-API-Key
      in: header
    OAuth2:
      type: oauth2
      flows:
        clientCredentials:
          scopes: {}
          tokenUrl: https://api.mtn.com/v1/oauth/access_token
x-refined-from:
- mtn-group-job-card-management.yml
- mtn-group-ticket.yml