Service Case / Ticket
Represent a governed request, inquiry, issue or complaint that an organization receives, owns, coordinates and brings to an evidence-backed outcome across channels and systems.
Bundle → Layer → Finding → Questions Filled
7 bundles · 16 layers · 32 findings · 96 questions
Identity, classification and relations Establishes the governed case aggregate and how it is recognized, classified and linked.
Case identity
Authoritative and federated identity of the case aggregate.
Authoritative case identity
Master-system identifier, namespace, immutable revision and record authority.
- What is the current governed value of authoritative case identity for this service case, and which parts are unknown or disputed? identity
- Which source, participant or authority establishes authoritative case identity, at what effective and observation times, and with what evidence? provenance
- Which validation, authorization or conflict rule may revise authoritative case identity while preserving case history? privacy
Aliases and external references
Human-readable keys, imported identifiers and resolvable references without changing mastership.
- What is the current governed value of aliases and external references for this service case, and which parts are unknown or disputed? interoperability
- Which source, participant or authority establishes aliases and external references, at what effective and observation times, and with what evidence? process
- Which validation, authorization or conflict rule may revise aliases and external references while preserving case history? state
Case classification
Profile-bound type, subject and prioritization.
Case type, category and subject
Type such as inquiry, request, issue or complaint plus category and concise subject under pinned schemes.
- What is the current governed value of case type, category and subject for this service case, and which parts are unknown or disputed? classification
- Which source, participant or authority establishes case type, category and subject, at what effective and observation times, and with what evidence? validation
- Which validation, authorization or conflict rule may revise case type, category and subject while preserving case history? evidence
Impact, urgency, priority and tags
Profile-specific routing and prioritization assertions with scheme, rationale and history.
- What is the current governed value of impact, urgency, priority and tags for this service case, and which parts are unknown or disputed? classification
- Which source, participant or authority establishes impact, urgency, priority and tags, at what effective and observation times, and with what evidence? exception
- Which validation, authorization or conflict rule may revise impact, urgency, priority and tags while preserving case history? identity
Case relationships
Identity-preserving relations among cases and originating subjects.
Parent, child and related cases
Typed case-to-case relationships with cardinality, direction and lifecycle effect declared by policy.
- What is the current governed value of parent, child and related cases for this service case, and which parts are unknown or disputed? relationship
- Which source, participant or authority establishes parent, child and related cases, at what effective and observation times, and with what evidence? classification
- Which validation, authorization or conflict rule may revise parent, child and related cases while preserving case history? constraint
Duplicates, merge and originating subject
Duplicate or merged identity continuity and links to the event, request, product, service or other object that caused intake.
- What is the current governed value of duplicates, merge and originating subject for this service case, and which parts are unknown or disputed? composition
- Which source, participant or authority establishes duplicates, merge and originating subject, at what effective and observation times, and with what evidence? temporal
- Which validation, authorization or conflict rule may revise duplicates, merge and originating subject while preserving case history? exception
Parties, ownership and participation Records the roles by which external identities participate in the case.
Originating parties
Requester, submitter, represented party and beneficiary distinctions.
Requester, submitter and represented party
Separate references for who needs the outcome, who created the record and on whose behalf it was submitted.
- What is the current governed value of requester, submitter and represented party for this service case, and which parts are unknown or disputed? ownership
- Which source, participant or authority establishes requester, submitter and represented party, at what effective and observation times, and with what evidence? constraint
- Which validation, authorization or conflict rule may revise requester, submitter and represented party while preserving case history? provenance
Contact preferences, consent and availability
Case-specific channel, language, availability, consent and accessibility constraints without copying the party profile.
- What is the current governed value of contact preferences, consent and availability for this service case, and which parts are unknown or disputed? privacy
- Which source, participant or authority establishes contact preferences, consent and availability, at what effective and observation times, and with what evidence? quality
- Which validation, authorization or conflict rule may revise contact preferences, consent and availability while preserving case history? security
Handling parties
Accountable owner, working assignment and bounded collaboration.
Owner, queue, group and assignee
Distinguishes accountable case owner and queue or group from the current working assignee.
- What is the current governed value of owner, queue, group and assignee for this service case, and which parts are unknown or disputed? ownership
- Which source, participant or authority establishes owner, queue, group and assignee, at what effective and observation times, and with what evidence? access
- Which validation, authorization or conflict rule may revise owner, queue, group and assignee while preserving case history? relationship
Collaborators, followers and observers
Time-bounded participation, visibility and notification roles that do not imply ownership.
- What is the current governed value of collaborators, followers and observers for this service case, and which parts are unknown or disputed? access
- Which source, participant or authority establishes collaborators, followers and observers, at what effective and observation times, and with what evidence? identity
- Which validation, authorization or conflict rule may revise collaborators, followers and observers while preserving case history? measurement
Intake, triage and coverage Captures how the case entered the system and the decisions that make it actionable.
Intake
Submission channel, times, description and initial evidence.
Source, channel and intake times
Originating system and channel with submitted, received, observed and acknowledged times kept distinct.
- What is the current governed value of source, channel and intake times for this service case, and which parts are unknown or disputed? temporal
- Which source, participant or authority establishes source, channel and intake times, at what effective and observation times, and with what evidence? lifecycle
- Which validation, authorization or conflict rule may revise source, channel and intake times while preserving case history? definition
Description, symptoms, request and initial evidence
The reporter's description, requested outcome, observed symptoms and referenced intake attachments without asserting they are verified facts.
- What is the current governed value of description, symptoms, request and initial evidence for this service case, and which parts are unknown or disputed? evidence
- Which source, participant or authority establishes description, symptoms, request and initial evidence, at what effective and observation times, and with what evidence? requirement
- Which validation, authorization or conflict rule may revise description, symptoms, request and initial evidence while preserving case history? constraint
Triage and coverage
Acceptance, routing and service-coverage bindings.
Accept, reject, redirect and routing
Authorized triage outcome, target queue, rationale and confidence without erasing the original submission.
- What is the current governed value of accept, reject, redirect and routing for this service case, and which parts are unknown or disputed? decision
- Which source, participant or authority establishes accept, reject, redirect and routing, at what effective and observation times, and with what evidence? evidence
- Which validation, authorization or conflict rule may revise accept, reject, redirect and routing while preserving case history? access
Entitlement, contract, product and service binding
References to the coverage authority and supported object that govern eligibility and service commitments.
- What is the current governed value of entitlement, contract, product and service binding for this service case, and which parts are unknown or disputed? requirement
- Which source, participant or authority establishes entitlement, contract, product and service binding, at what effective and observation times, and with what evidence? retention
- Which validation, authorization or conflict rule may revise entitlement, contract, product and service binding while preserving case history? temporal
Lifecycle, assignment and escalation Tracks case-owned state, work coordination and escalation decisions.
Case state
Current state, status reason and append-only transition history.
State, status reason and transition
Profile-bound state with allowed transition, actor, effective time, reason and previous revision.
- What is the current governed value of state, status reason and transition for this service case, and which parts are unknown or disputed? state
- Which source, participant or authority establishes state, status reason and transition, at what effective and observation times, and with what evidence? definition
- Which validation, authorization or conflict rule may revise state, status reason and transition while preserving case history? validation
Pending, waiting and blocking condition
Why progress is paused, what external response or condition is awaited and which clock effects apply.
- What is the current governed value of pending, waiting and blocking condition for this service case, and which parts are unknown or disputed? constraint
- Which source, participant or authority establishes pending, waiting and blocking condition, at what effective and observation times, and with what evidence? state
- Which validation, authorization or conflict rule may revise pending, waiting and blocking condition while preserving case history? composition
Assignment and escalation
Assignment history and governed escalation.
Assignment, reassignment and routing history
Every ownership or queue movement with source rule, actor, reason and effective interval.
- What is the current governed value of assignment, reassignment and routing history for this service case, and which parts are unknown or disputed? lifecycle
- Which source, participant or authority establishes assignment, reassignment and routing history, at what effective and observation times, and with what evidence? authority
- Which validation, authorization or conflict rule may revise assignment, reassignment and routing history while preserving case history? event
Escalation level, trigger and target
Case-specific escalation request or decision with threshold evidence, destination and acknowledgement.
- What is the current governed value of escalation level, trigger and target for this service case, and which parts are unknown or disputed? process
- Which source, participant or authority establishes escalation level, trigger and target, at what effective and observation times, and with what evidence? measurement
- Which validation, authorization or conflict rule may revise escalation level, trigger and target while preserving case history? decision
Communications, evidence and knowledge Indexes case communications, evidence and relevant knowledge without taking over their payload lifecycles.
Case communications
Thread membership, audience, visibility and delivery events.
Message thread and visibility bindings
References to messages and conversations with direction, participant role and public, internal or restricted visibility.
- What is the current governed value of message thread and visibility bindings for this service case, and which parts are unknown or disputed? relationship
- Which source, participant or authority establishes message thread and visibility bindings, at what effective and observation times, and with what evidence? privacy
- Which validation, authorization or conflict rule may revise message thread and visibility bindings while preserving case history? authority
Acknowledgement, update and notification events
What update was issued or received, to whom, by which channel and with what delivery result.
- What is the current governed value of acknowledgement, update and notification events for this service case, and which parts are unknown or disputed? event
- Which source, participant or authority establishes acknowledgement, update and notification events, at what effective and observation times, and with what evidence? decision
- Which validation, authorization or conflict rule may revise acknowledgement, update and notification events while preserving case history? retention
Evidence and knowledge
Attachment provenance and knowledge applicability.
Attachment, document and evidence references
Resolvable content references with digest, provenance, relevance, access and retention bindings.
- What is the current governed value of attachment, document and evidence references for this service case, and which parts are unknown or disputed? provenance
- Which source, participant or authority establishes attachment, document and evidence references, at what effective and observation times, and with what evidence? relationship
- Which validation, authorization or conflict rule may revise attachment, document and evidence references while preserving case history? lifecycle
Knowledge reference and applicability
Versioned knowledge-article or answer references with suggested use, limitations and observed usefulness.
- What is the current governed value of knowledge reference and applicability for this service case, and which parts are unknown or disputed? interoperability
- Which source, participant or authority establishes knowledge reference and applicability, at what effective and observation times, and with what evidence? ownership
- Which validation, authorization or conflict rule may revise knowledge reference and applicability while preserving case history? quality
Commitments, resolution and feedback Binds applicable service commitments and records outcome, closure, reopening and feedback.
Service commitments
Applied SLA policy and measured KPI instances.
SLA policy, KPI and calendar binding
Pinned entitlement, SLA item, KPI and business-calendar references applied to the case.
- What is the current governed value of sla policy, kpi and calendar binding for this service case, and which parts are unknown or disputed? requirement
- Which source, participant or authority establishes sla policy, kpi and calendar binding, at what effective and observation times, and with what evidence? event
- Which validation, authorization or conflict rule may revise sla policy, kpi and calendar binding while preserving case history? classification
Target, clock, pause and breach instance
Case-bound target time, start, pause, resume, success or breach observations and calculation provenance.
- What is the current governed value of target, clock, pause and breach instance for this service case, and which parts are unknown or disputed? measurement
- Which source, participant or authority establishes target, clock, pause and breach instance, at what effective and observation times, and with what evidence? security
- Which validation, authorization or conflict rule may revise target, clock, pause and breach instance while preserving case history? process
Resolution and remedy
Resolution assertion and referenced remedial work.
Resolution type, summary and outcome
The proposed or delivered answer, disposition and observed result with authority and supporting references.
- What is the current governed value of resolution type, summary and outcome for this service case, and which parts are unknown or disputed? decision
- Which source, participant or authority establishes resolution type, summary and outcome, at what effective and observation times, and with what evidence? interoperability
- Which validation, authorization or conflict rule may revise resolution type, summary and outcome while preserving case history? definition
Remedy, root cause and corrective-action bindings
References to delivered remedy, investigation, root-cause analysis, problem record and corrective-action program.
- What is the current governed value of remedy, root cause and corrective-action bindings for this service case, and which parts are unknown or disputed? relationship
- Which source, participant or authority establishes remedy, root cause and corrective-action bindings, at what effective and observation times, and with what evidence? composition
- Which validation, authorization or conflict rule may revise remedy, root cause and corrective-action bindings while preserving case history? ownership
Closure, reopen and feedback
Governed completion and post-resolution signals.
Closure, cancellation and acceptance
Decision, authority, prerequisite checks, outcome acceptance and unresolved obligations for closing or cancelling the case.
- What is the current governed value of closure, cancellation and acceptance for this service case, and which parts are unknown or disputed? lifecycle
- Which source, participant or authority establishes closure, cancellation and acceptance, at what effective and observation times, and with what evidence? provenance
- Which validation, authorization or conflict rule may revise closure, cancellation and acceptance while preserving case history? privacy
Reopen, appeal, satisfaction and feedback
Reopening or appeal basis plus consented satisfaction and feedback signals linked to the prior outcome.
- What is the current governed value of reopen, appeal, satisfaction and feedback for this service case, and which parts are unknown or disputed? quality
- Which source, participant or authority establishes reopen, appeal, satisfaction and feedback, at what effective and observation times, and with what evidence? process
- Which validation, authorization or conflict rule may revise reopen, appeal, satisfaction and feedback while preserving case history? state
Governance, provenance and interoperability Protects sensitive case data and preserves trustworthy exchange and mutation semantics.
Access, privacy and retention
Minimum projections, exceptions and disposition controls.
Visibility, access and privacy projection
Field and artifact visibility, purpose, recipient, redaction and exceptional-access decision.
- What is the current governed value of visibility, access and privacy projection for this service case, and which parts are unknown or disputed? access
- Which source, participant or authority establishes visibility, access and privacy projection, at what effective and observation times, and with what evidence? validation
- Which validation, authorization or conflict rule may revise visibility, access and privacy projection while preserving case history? evidence
Retention, legal hold, deletion and tombstone
Pinned retention authority, hold status, permitted erasure and non-cascading reference disposition.
- What is the current governed value of retention, legal hold, deletion and tombstone for this service case, and which parts are unknown or disputed? retention
- Which source, participant or authority establishes retention, legal hold, deletion and tombstone, at what effective and observation times, and with what evidence? exception
- Which validation, authorization or conflict rule may revise retention, legal hold, deletion and tombstone while preserving case history? identity
Provenance, concurrency and federation
Trustworthy revision history and cross-system mapping.
Revision provenance, ETag and safe update
Who or what generated each revision, from which inputs, with optimistic concurrency and conflict handling.
- What is the current governed value of revision provenance, etag and safe update for this service case, and which parts are unknown or disputed? validation
- Which source, participant or authority establishes revision provenance, etag and safe update, at what effective and observation times, and with what evidence? classification
- Which validation, authorization or conflict rule may revise revision provenance, etag and safe update while preserving case history? constraint
External schema mapping and projection
Pinned field mappings, transform loss, extension namespace and digest for exported or imported case projections.
- What is the current governed value of external schema mapping and projection for this service case, and which parts are unknown or disputed? interoperability
- Which source, participant or authority establishes external schema mapping and projection, at what effective and observation times, and with what evidence? temporal
- Which validation, authorization or conflict rule may revise external schema mapping and projection while preserving case history? exception
Classifiers Filled
- Family
- World Models
- Category
- Activities and processes
- Entry kind
- aggregate
- Navigation path
- NAV.ACT.CSE
- Domain
- ACT.CSE
- Industry
- Cross-industry
- Tags
- servicecaseticketact.cse
What it is Filled
Owns case identity, classification, participation roles, intake, triage, case state, assignment, case-local communication and evidence indexes, applied commitment instances, outcome, closure, reopening and governed projections while referencing external parties, content, policies and work execution.
In scope
- Case identity, intake, classification, relationships, requester and handling roles, state and assignment history
- Case-local communication, evidence and knowledge bindings, applied service commitments, outcome, closure, feedback and federation
- Typed references to parties, products, services, contracts, messages, documents, tasks, policies, calendars and knowledge
Out of scope
- Person or organization identity, message and document payloads, generic workflow, work-order execution, knowledge lifecycle and policy evaluation engines
- Universal status, priority, entitlement, SLA, complaint, resolution or retention vocabularies
- Access enforcement, audit-log persistence and master data owned by external systems
Why it exists Filled
Represent a governed request, inquiry, issue or complaint that an organization receives, owns, coordinates and brings to an evidence-backed outcome across channels and systems.
Distinguishing features Filled
- A case is the accountable record of one request, issue or complaint from intake to closure.
- Holds case-local communication and commitments applied to it, while SLA policies and calendars live elsewhere.
- Differs from a work order or task, which carry out work the case may need.
- Can be reopened under the same identity, unlike a new case about a similar matter.
What robots and AI may and may not do Filled
Must not
- Close a case as resolved without the requester's confirmation where the policy requires it.
- Downgrade priority or reclassify a complaint to avoid an SLA breach.
- Expose one requester's data to another in shared or linked cases.
- Promise remedies or compensation not authorized by policy.
- Delete case communication that is part of the record.
Only with a human decision
- Deciding complaint outcomes and compensation.
- Handling cases that involve safety, legal threats or vulnerable people.
- Escalating to an external ombudsman or regulator.
May
- Open a case from an inquiry with classification, requester and channel.
- Propose triage, priority and assignment based on published rules.
- Draft replies and summaries for the case owner.
- Link related cases, incidents and work orders.
Moral aspects Filled
- Requesters may be in distress; responses should be respectful and not deflect with automation.
- Case records hold personal data and should be kept only as long as needed.
- Triage rules can treat customer groups unequally without anyone noticing.
Who is affected
- Requesters and complainants
- Agents and staff handling cases
- Third parties named in case communication
Owners Filled
Steward
Declare the Dimension owner, case namespace, case master systems, constituencies, stewards and delegated decision authorities.
Roles
- Dimension owner
- Own namespace, mastership, profiles, delegation, federation, access and retention rules.
- Case owner
- Remain accountable for triage, coordination, outcome and closure within mandate.
- Case agent or assignee
- Maintain evidence-backed case context, communication bindings, progress and proposed outcome.
- Requester or represented party
- Supply the need and evidence, receive permitted updates and respond to proposed outcomes.
- Supervisor or escalation authority
- Approve escalations, exceptions, reassignment and high-impact disposition decisions.
- Privacy, legal or records steward
- Review disclosure, consent, legal hold, retention, deletion and regulated complaint bindings.
- Auditor
- Review decisions, provenance, access and revisions without rewriting operational truth.
Links to other meta-models Filled
references
- Person and Organization models - Binds requester, submitter, beneficiary, owner, assignee and collaborator identities without duplicating their master records.
- Product, Service, Asset and Entitlement models - Identifies the supported or affected object and coverage authority without importing those lifecycles.
- Communication and Message models - Maintains case chronology, participant and visibility bindings while the communication system owns content and delivery records.
- Document and Evidence models - Indexes case evidence with integrity, provenance and access bindings while the repository owns content and custody.
- Task, Work Order and Workflow models - Links executable work without conflating case state with task completion or resource allocation.
- SLA Policy and Business Calendar models - Pins policy, KPI and calendar versions used to calculate case commitment instances.
- Knowledge Article model - Binds suggested or applied knowledge with version and applicability without owning article publication.
aligned
- Jira issue and Zendesk ticket schemas - Supports versioned import and export mappings with explicit loss and extension handling.
- W3C PROV-O - Aligns case entities, revisions, activities and accountable agents for portable provenance.
neighbor
- Request, inquiry, issue and complaint - These are profile-bound case types. A complaint may follow ISO 10002, but that complaints profile does not define every service case.
- Incident or problem - A case is a handling aggregate initiated around a need or issue; the underlying incident, defect, problem or affected object keeps its own identity and lifecycle.
- Task, work order and workflow - The case owns coordination status and assignments but references independently governed execution tasks and workflows.
- SLA policy and calendar - The case stores the pinned policy binding and observed KPI timer instance, while policy definition and business-time calculation remain external.
- Communication, document and knowledge - The case indexes relevance, chronology and visibility; external systems own message, file, evidence and knowledge payload lifecycles.
What else AI and robots need to interact with it Filled
Identity and identifiers required Filled
- Authoritative case master-system identifier and immutable revision identifier.
- Governed globally resolvable case IRI or federation identifier.
- Adopting-Dimension UUID or ULID when no authoritative external identifier exists.
Direct properties not applicable Not applicable
Not applicable
Institutional or informational subject: no invented physical properties.
Recognition optional Filled
- A case has a case number, a requester, a classification, a state, an assignee and a communication history.
- It is confused with an incident record, a work order and a single email thread.
Capabilities and actions required Filled
- Register case: Create a case from an authorized submission without inventing missing facts.
- Validate and triage case: Check minimum data, duplicates, scope, eligibility and routing rules.
- Classify and prioritize case: Apply pinned type, category, impact, urgency and priority schemes.
- Link or merge case: Create a typed case relation or merge a duplicate while preserving aliases.
- Assign or route case: Bind or change the accountable owner, queue and working assignee.
- Transition case state: Apply a permitted state transition with reason and effective time.
- Record case communication: Link a message or delivery event with audience and visibility metadata.
- Bind evidence or knowledge: Attach a governed reference to evidence, a document or knowledge item.
- Evaluate case commitment: Record case-bound SLA KPI timing using external policy and calendar results.
- Resolve, close or cancel case: Record an authorized outcome and completion decision separately.
- Reopen or appeal case: Create a governed continuation from new evidence, failed outcome or appeal.
- Issue case projection: Produce a minimum authorized view for a recipient, purpose or external schema.
Hazards and failure modes required Filled
- Requests lost between queues without an owner.
- Personal data disclosed to the wrong requester.
- SLA breaches hidden by status manipulation.
- Repeated complaints not linked, so a systemic fault is missed.
Standards and interfaces required Filled
- ISO/IEC 20000-1 service management requirements.
- ITIL incident and service request practices.
- Open311 GeoReport v2 for civic service requests.
- schema.org ContactPoint for intake channels.
Context of use required Filled
- ISO 10002 is an optional complaints profile and does not make every service case a complaint or apply external-dispute rules universally.
- No universal privacy, consumer, employment, public-records, SLA or retention rule is assumed; the active Dimension and jurisdiction supply these profiles.
Sources Filled
- ISO 10002:2018 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations - International Organization for Standardization
- Help organizations manage and optimize their case to resolution processes with Dynamics 365 - Microsoft
- Resolve, cancel, and reassign cases - Microsoft
- Overview of service-level agreements - Microsoft
- Jira Cloud platform REST API v3 - Issues - Atlassian
- Zendesk Tickets API - Zendesk
- PROV-O: The PROV Ontology - World Wide Web Consortium
- RFC 3339: Date and Time on the Internet: Timestamps - Internet Engineering Task Force
Open questions
- Validate the logical structure against public service, healthcare, finance, education, legal, employment, facilities, IT service management and customer-support case profiles.
- Create clause and field-level crosswalks for ISO 10002, Jira, Zendesk, Dynamics 365 and additional portable case-management schemas.
- Approve sibling model identifiers, relation directions and cardinality contracts for parties, products, services, communications, evidence, work, policies, calendars and knowledge.
- Review generated question wording with case workers, service agents, records managers, privacy officers and platform architects.
- Sector, organization and jurisdiction profiles must supply exact case types, states, priorities, entitlements, SLA rules, closure tests and retention periods.
- Sibling model identifiers and cardinality contracts for parties, products, services, communications, documents, evidence, work, knowledge, policies and calendars remain to be pinned as the catalogue matures.
- Clause and field-level mappings to ISO 10002, Jira, Zendesk, Dynamics 365 and other case platforms remain profile work.
Machine files
Provenance
world-models research · reviewable-draft
Built from: models/wm-act-021-service-case-ticket/spec.yaml, ver-cy/world-models/card-supplements/wm-act-021-service-case-ticket.json