The Tracking OSID provides a means for tracking
Issues. The Tracking OSID is part of a service
cluster that includes the Resourcing OSID, Ontology OSID,
Workflow OSID, and Process OSID. Each of these services
defines a set of service operations to construct an
overall work management system.
between a customer and a
effective dates of the
Issue represent the
opening and closing of the
Issue defines some built-in states indicating if
Issue is resolved, waiting for a
response, or blocked on another
Additional states can be modeled orchestrating the Process
OSID or through the Workflow OSID.
Issues can be related to each other in
Issues can be created off of other
Issues in the
SubtaskIssueAdminSession. The subtask is an Issue
in itself which can have its own relationships including
additional subtasks. A Tracking OSID Provider may prevent
the resolution of a master issue unless all the subtask
Issues have been resolved.
Issues can be linekd to each other to
indicate that two Issues are duplicates of each other. A
Tracking OSID Provider may implement a behavior to
replicate operations across duplicate issues.
Issue is created from a root
Issue where new tasks need to be assigned
and tracked separately but it is desirable to link these
new tasks to the data in the root
The difference between a subtask and a branched
Issue is that a branched
independent of the root
Issues indicate an
Issue is blocked in the resolution of another
Issues have logs to provide a record of
actions and comments.
Queue is an
that governs the constraints and processing of a
Issues. All Issues belong to one
The Ontology OSID can be orchestrated with the
Tracking OSID to assign a topic (
Issue. The orchestration requires
Queue to an
and can be explicitly managed using the
serves to restrict the set of topics an
Issue can be assigned.
Issue is defined as having a single
topic that is directly accessible from an
that may be assigned directly in the Tracking
OSID. However, a view of the hierarchy of assignable
topics can be created using the Ontology OSID where the
Id is orchestrated
Id . For
convenience, a simple non-hierarchical list of topics can
be accessed directly in the Tracking OSID.
To summarize, assignment of pre-determined flat lists
of topics can be performed directly in the Tracking OSID
while managing the set of assignable topics or viewing the
topics in a hierarchy is performed using the Ontology
Issues define a set of basic states to indicate if
they are new, reopened, closed, or resolved. To create
other states requires the Process OSID where a
Id is orchestrated with a
Process Id. To view the flow of an Issue
through its steps to resolution, the Workflow OSID can be
used for a more sophisticated view and tighter management
controls through a custom state model.
Issues can be assigned a Resource which generally
represents the person assigned to the case. Simple
Resource management is provided by the
IssueResourcingSession. More sophisticated Resource
management and automated resource matching and assignment
may be orchestrated using the Resourcing OSID.
When using the Resourcing OSID for automated
assignment it may be useful to manage competencies based
on experience with the topic of an
determine the best match with a
In this scenario, orchestrationof the Resourcing OSID with
the Learning OSID should be considered which involves
Subject in the Ontology OSID with
Objective in the Learning OSID.
A tracking service has many aspects that can be
independently integrated and consequently the Tracking
OSID is at the intersection of several other OSIDs.
Front Office Cataloging
Issues may be
organized into federatable