{
  "type": "object",
  "properties": {
    "name": {
      "type": "string",
      "description": "Name of the trouble ticket, typically a short description of the issue",
      "example": "Example Title"
    },
    "description": {
      "type": "string",
      "description": "Description of the issue",
      "example": "A sample description."
    },
    "severity": {
      "type": "string",
      "description": "The severity of the issue (must provide choice value only):\n- 1: Critical\n- 2: High\n- 3: Moderate\n- 4: Low\n- 5: Planning (Incident only)\n",
      "example": "1",
      "enum": [
        "1",
        "2",
        "3",
        "4",
        "5"
      ]
    },
    "status": {
      "type": "string",
      "description": "The current status of the trouble ticket (can provide choice label or value)",
      "example": "example_value"
    },
    "channel": {
      "type": "object",
      "properties": {
        "name": {
          "type": "string",
          "description": "Name of the contact method (can provide choice label or value, e.g., 'Virtual Agent' or 'virtual_agent')",
          "example": "Example Title"
        }
      }
    },
    "note": {
      "type": "array",
      "description": "List of work notes and comments to add to the ticket",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "text": {
            "type": "string",
            "description": "Note text",
            "example": "example_value"
          },
          "@type": {
            "type": "string",
            "description": "Type of note (determines whether recorded in Work notes or Additional comments field)",
            "example": "comments",
            "enum": [
              "comments",
              "work_notes"
            ]
          }
        },
        "required": [
          "text",
          "@type"
        ]
      }
    },
    "relatedEntity": {
      "type": "array",
      "description": "List of impacted assets, products, sold products, configuration items, or services",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "id": {
            "type": "string",
            "description": "Sys_id of the impacted item or service",
            "example": "abc123"
          },
          "@referredType": {
            "type": "string",
            "description": "Type of item or service",
            "example": "asset",
            "enum": [
              "asset",
              "product",
              "product_inventory",
              "cmdb_ci",
              "cmdb_ci_service"
            ]
          }
        },
        "required": [
          "id",
          "@referredType"
        ]
      }
    },
    "relatedParty": {
      "type": "array",
      "description": "Details about contacts for the ticket",
      "example": [],
      "items": {
        "type": "object",
        "properties": {
          "id": {
            "type": "string",
            "description": "Sys_id of the related party",
            "example": "abc123"
          },
          "@referredType": {
            "type": "string",
            "description": "Type of related party:\n- customer: Company or account for the ticket\n- customer_contact: Caller or contact for the ticket\n",
            "example": "customer",
            "enum": [
              "customer",
              "customer_contact"
            ]
          }
        },
        "required": [
          "id",
          "@referredType"
        ]
      }
    }
  },
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "title": "TroubleTicketUpdate"
}