{
  "$id": "https://schema.nfh.global/SupportCase/v2.0",
  "x-iri": "https://schema.nfh.global/SupportCase/v2.0",
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "description": "A domain-agnostic customer support ticket used to record an issue raised between parties — its category, priority, lifecycle status, supporting attachments, and support interaction sessions. It is independent of any particular domain; domain-specific values are carried via the category descriptor and the extensible attribute bags.",
  "title": "SupportCase",
  "type": "object",
  "properties": {
    "id": {
      "description": "Stable support case identifier.",
      "type": "string",
      "example": "SUP-2024-00789"
    },
    "category": {
      "description": "The category of the issue, expressed as a Descriptor whose code is defined by the domain (e.g. SHIPMENT_LOST, BILLING_DISPUTE, SERVICE_QUALITY).",
      "$ref": "https://schema.nfh.global/Descriptor/v2.1/schema.json"
    },
    "description": {
      "description": "Human-readable description of the issue.",
      "type": "string"
    },
    "priority": {
      "description": "Priority of the support case. Suggested values are P1, P2, P3; custom string values are also allowed.",
      "anyOf": [
        {
          "type": "string",
          "enum": [
            "P1",
            "P2",
            "P3"
          ]
        },
        {
          "type": "string"
        }
      ]
    },
    "status": {
      "description": "The lifecycle state of the support case expressed as a Descriptor whose code MUST be one of the standard values.",
      "allOf": [
        {
          "$ref": "https://schema.nfh.global/Descriptor/v2.1/schema.json"
        },
        {
          "type": "object",
          "properties": {
            "code": {
              "enum": [
                "UNRESOLVED",
                "RESOLVED"
              ],
              "default": "UNRESOLVED"
            }
          }
        }
      ]
    },
    "raisedBy": {
      "description": "Identifier of the party who raised the support case.",
      "type": "string"
    },
    "assignedAgent": {
      "description": "Identifier of the support agent the case is assigned to.",
      "type": "string"
    },
    "attachments": {
      "description": "Supporting attachments / evidence for the case — documents, images, or other artifacts, distinguished by mimeType.",
      "type": "array",
      "items": {
        "$ref": "https://schema.nfh.global/Document/v2.0/schema.json"
      }
    },
    "sessions": {
      "description": "Support interaction sessions associated with this case. Each session records the channel used and any media exchanged.",
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "id": {
            "description": "Identifier of this session.",
            "type": "string"
          },
          "supportChannel": {
            "description": "The channel over which this session took place.",
            "$ref": "https://schema.nfh.global/CommunicationChannel/v2.0/schema.json"
          },
          "data": {
            "description": "Media captured or exchanged during the session.",
            "$ref": "https://schema.nfh.global/MediaFile/v2.0/schema.json"
          }
        },
        "additionalProperties": false
      }
    },
    "claimAmount": {
      "description": "Amount claimed in relation to this case, if any.",
      "type": "number"
    },
    "resolution": {
      "description": "Resolution details, once the case is resolved.",
      "type": "string"
    },
    "createdAt": {
      "description": "Timestamp at which the case was created.",
      "type": "string",
      "format": "date-time"
    },
    "resolvedAt": {
      "description": "Timestamp at which the case was resolved.",
      "type": "string",
      "format": "date-time"
    }
  },
  "required": [
    "id",
    "category"
  ],
  "additionalProperties": false,
  "x-tags": [
    "common"
  ]
}