{
  "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"
    }
  },
  "$id": "https://schema.nfh.global/LogisticsSupportCase/v2.0",
  "x-iri": "https://schema.nfh.global/LogisticsSupportCase/v2.0",
  "$schema": "https://json-schema.org/draft/2020-12/schema"
}