openapi: 3.1.1
info:
  title: SupportCase
  version: 2.0.0
  description: Schema for SupportCase in Beckn Logistics domain.
  license:
    name: CC-BY-NC-SA 4.0 International
  contact:
    name: Beckn Labs
    url: https://beckn.io
components:
  schemas:
    LogisticsSupportCase:
      x-iri: https://schema.nfh.global/LogisticsSupportCase/v2.0
      type: object
      title: SupportCase
      description: Customer support ticket for shipment issues — loss, damage, delay, or billing.
      required:
      - id
      - issueType
      - shipmentId
      properties:
        id:
          type: string
          example: SUP-2024-00789
        shipmentId:
          type: string
        issueType:
          type: string
          enum:
          - SHIPMENT_LOST
          - SHIPMENT_DAMAGED
          - DELIVERY_DELAYED
          - WRONG_ITEM_DELIVERED
          - BILLING_DISPUTE
          - DRIVER_MISCONDUCT
          - OTHER
          example: DELIVERY_DELAYED
        description:
          type: string
          example: My package was supposed to be delivered yesterday but has not arrived.
        priority:
          type: string
          enum:
          - LOW
          - MEDIUM
          - HIGH
          - URGENT
          example: MEDIUM
        status:
          type: string
          enum:
          - OPEN
          - IN_PROGRESS
          - AWAITING_CUSTOMER
          - RESOLVED
          - CLOSED
          example: OPEN
        raisedBy:
          type: string
          description: User ID who raised the ticket
        assignedAgent:
          type: string
          description: Support agent ID
        attachments:
          type: array
          description: Photo/document evidence
          items:
            type: object
            properties:
              url:
                type: string
                format: uri
              type:
                type: string
                enum:
                - PHOTO
                - DOCUMENT
        claimAmount:
          type: number
          description: Amount claimed for loss/damage
        resolution:
          type: string
          description: Resolution details
        createdAt:
          type: string
          format: date-time
        resolvedAt:
          type: string
          format: date-time