{"schema":"https://ver.cy/schemas/card/1.0.0","id":"EM-COM-04","code":"em-com-04","url":"https://ver.cy/models/em-com-04/","name":"Customer inquiry and service request","alternateNames":[],"kind":"enterprise-contour","status":"research-draft","version":"research-checkpoint","language":"en","classifiers":{"family":"Enterprise profiles","category":"Enterprise subject","entryKind":"subject","plane":"","domain":["Enterprise","COM"],"industry":["Cross-industry"],"navPath":"","tags":["EM-COM-04","W1","subject","CustomerCase","ServiceRequest","CaseInteraction","CaseResolution"],"facets":{}},"whatItIs":"External inquiry, service request, communications and resolution. An incident is a separate fact of disruption linked to many inquiries.","purpose":"External inquiry, service request, communications and resolution. An incident is a separate fact of disruption linked to many inquiries.","scope":{"in":[],"out":[],"boundaries":[]},"distinguishingFeatures":["An inquiry has a requester or an anonymous mode","Closure does not prove customer agreement","Several inquiries can reference one incident"],"structure":{"bundles":[]},"agentConduct":{"may":[],"mustNot":["Negative case: One hundred complaints create one hundred independent technical incidents."],"requiresHuman":[]},"ethics":{"considerations":[],"affectedParties":[]},"owners":{"steward":"Коммерческий руководитель","roles":[],"masterSystems":["CRM","заказная система","сервис-деск"]},"relations":[{"target":"EM-WRK-01","type":"neighbor"},{"target":"WM-ACT-021","type":"references","note":"conceptual-candidate"}],"interaction":{"identity":{"applicability":"required","items":["CustomerCase","ServiceRequest","CaseInteraction","CaseResolution"]},"properties":{"applicability":"not-applicable","items":[]},"recognition":{"applicability":"required","items":[]},"capabilities":{"applicability":"required","items":[]},"hazards":{"applicability":"required","items":[]},"interfaces":{"applicability":"required","items":[]},"context":{"applicability":"required","items":[]}},"sources":[{"title":"TM Forum SID: party/customer/product/service"},{"title":"OASIS UBL: trade documents and exchange"},{"title":"CRM/CPQ/order management practice: stages and source boundaries"}],"openQuestions":["How to merge repeated inquiries without losing history?","When does a request trigger an incident or work?","What does closure mean from the customer's point of view?","Установить границу и решение reuse/extend/new по действующим спецификациям.","Подтвердить semantic crosswalk, права и source mastership.","Выбрать immutable refs; провести проверки fixtures до заявления о публикационной готовности."],"resources":{"source":"https://ver.cy/enterprise/models/em-com-04/"},"provenance":{"origin":"enterprise research programme","builtFrom":["enterprise/models/em-com-04/brief.json"],"providers":[],"researchStatus":"published-partial","generatedAt":"","builder":"tools/build_cards.py@1.0.0"},"completeness":{"sections":{"classifiers":"filled","whatItIs":"filled","purpose":"filled","distinguishingFeatures":"derived","structure":"missing","agentConduct":"derived","ethics":"missing","owners":"filled","relations":"filled","interaction.identity":"derived","interaction.properties":"not-applicable","interaction.recognition":"missing","interaction.capabilities":"missing","interaction.hazards":"missing","interaction.interfaces":"missing","interaction.context":"missing","sources":"filled"},"notes":{"agentConduct":"Negative case of the research brief, not yet a rule for agents.","interaction.properties":"Enterprise record contour: physical properties belong to referenced world models.","structure":"Research contour: bundles not designed yet; questions are listed as open questions.","language":"Still in Russian: suggested owner, blocking decisions, vercy candidates. Translate in research/enterprise/i18n/units.en.json."},"score":0.469}}