There are three types of request associated with ticket updates via SOAP. These are MODIFY, VERIFY and CANCEL. Once again, we will receive these requests from the carrier via SOAP. As above, these types of messages are processed via the soap_component, then through the ebonding_component where business logic is applied to build the message. This message is then sent on to the Ticketer. RabbitMQ is used to pass these messages between the applications.
Once again the 'Trouble Report Id' retrieved from the incoming message plays a central role in updating the ticket values. This work is all completed via the UpdateMessageHandler in the ticketer codebase. This uses the incoming message taken off of the queue to populate ticket and form updates.
Assumptions:
The incoming message must contain a valid ticket id in order to proceed with these updates.
The user who is populated on the statusBy updated must be a valid user who is already created in the Ticketer.
For form updates to occur the form_name must match a valid form which is already created within the Ticketer.
Updates currently supported:
MODIFY:
VERIFY:
Depending on the close out verification value received in the ebonding_component the ticket can either be moved to a state of 'Alarm Resolved - Auto Closed' for a value of 1 or back to 'Under Investigation - Tier 2' if a value of 0 is populated.
Updates the form value for additional_notes to append a verify message.
Updates the request id of the form and any other form values that may have changed.
CANCEL:
Updates the ticket status to be 'Alarm Resolved - Auto Closed' as a cancel request means that the ticket should be closed out.
Updates the request id of the form and any other form values that may have changed.