Overview
This new feature aims to improve the tracability of Ticket Ownership Changes in S-360 with a broader and more visible more approach, by reusing the existing S-360 built-in feature of Cultural Contact & Distribution.
Once enabled, the Retrieve Ticket Status function (aka Feedback Interface) will make sure that all TIXNGO Ticket Ownership Changes are materialized in S-360 with new Cultural Contact and a proper Distribution History.
Prerequisites
Enabble TIXNGO Lifecycle Mode
This feature only works if the Lifecycle mode is enabled. Please add TIXNGO_LIFECYCLE_MODE=lifecycle in the Custom Parameters of the TIXNGO Interface where the feedback interface is executed/scheduled.
Systematically inject tickets to the cultural contact (rather than last known mobile owner)
To ensure that while being injected, the function skip the step to find the current mobile owner and inject systematically them to the cultural contact, you must use overlaySpectatirDetailsWithLastOwner=true.
Activate Contact Creation & Distribution
To activate this feature, a new custom parameter 'enableTicketDistributionToCulturalContact' has been introduced, and it will behave as follows:
- enableTicketDistributionToCulturalContact=true → Contact creation and Distribution is ACTIVE
- enableTicketDistributionToCulturalContact=false → Contact creation and Distribution is NOT ACTIVE
- enableTicketDistributionToCulturalContact does not appear on the custom parameter box in Interface General Screen → Contact creation and Distribution is NOT ACTIVE
How Contact Sync works?
On the feedback interface side, ground rules are :
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How Distribution history works?
Distribution history contains the list of ownership changes applied to a ticket, ie the change of the Cultural Contact.
Each history entry must answer the classical questions Who, What, When and provide context to the distribution (Action, Contacts involved [old and new contact], Status of the Distribution)
Mapping
| TIXNGO Lifecycle Status | Ticket Cultural Contact | Distrib > Old Contact | Distrib > New Contact | Distrib > Action | Distrib > Status |
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| PENDING_TRANSFER | (No changes on cultural contact) | Cultural Contact of the Sender | Cultural Contact of the Recipient | Distribute | PENDING |
FAILURE | (No changes on cultural contact) Cultural Contact of the Sender | Cultural Contact of the Sender | Cultural Contact of the Recipient | Distribute | CANCELLED |
| TRANSFERRED | Cultural Contact of the Recipient | Cultural Contact of the Sender | Cultural Contact of the Recipient | Distribute | CONFIRMED |
Transitions
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No cultural contact change at ticket level. New "Pending" line in the distribution history with found Contact.
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