Package org.osid.tracking

package org.osid.tracking

The Open Service Interface Definitions for the org.osid.tracking service.

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.

Issues

Issues are OsidRelationships between a customer and a Queue . The effective dates of the Issue represent the opening and closing of the Issue . An Issue defines some built-in states indicating if the Issue is resolved, waiting for a response, or blocked on another Issue . Additional states can be modeled orchestrating the Process OSID or through the Workflow OSID. Issues can be related to each other in various ways.

Subtask Issues

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.

Duplicate Issues

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.

Branched Issues

A branched 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 Issue . The difference between a subtask and a branched Issue is that a branched Issue is independent of the root Issue .

Blocking Issues

Blocking Issues indicate an Issue is blocked in the resolution of another Issue .

Log Entries

Issues have logs to provide a record of actions and comments.

Queues

A Queue is an OsidGovernator that governs the constraints and processing of a set of Issues . All Issues belong to one Queue .

Topics

The Ontology OSID can be orchestrated with the Tracking OSID to assign a topic ( Subject ) to an Issue . The orchestration requires relating a Queue to an Ontology and can be explicitly managed using the OntologyAssignmentSession . An Ontology serves to restrict the set of topics an Issue can be assigned.

An Issue is defined as having a single topic that is directly accessible from an Issue 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 Ontology Id is orchestrated with the Queue 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 OSID.

Issue States

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 Queue 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.

Assigning Resources

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 Issue to determine the best match with a Resource . In this scenario, orchestrationof the Resourcing OSID with the Learning OSID should be considered which involves linking a Subject in the Ontology OSID with an 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

Queues and Issues may be organized into federatable OsidCatalogs .

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Related Packages

Package	Description
org.osid	The Open Service Interface Definitions for the org.osid service.
org.osid.tracking.batch	The Open Service Interface Definitions for the org.osid.tracking.batch service.
org.osid.tracking.records
org.osid.tracking.rules	The Open Service Interface Definitions for the org.osid.tracking.rules service.

Class	Description
BlockingIssueAdminSession	This session blocks issues.
BlockingIssueLookupSession	This session defines methods for retrieving blocking issues.
BranchedIssueAdminSession	This session branches issues.
BranchedIssueLookupSession	This session defines methods for retrieving branched issues.
DuplicateIssueAdminSession	This session creates and manages linked issues.
DuplicateIssueLookupSession	This session defines methods for retrieving linked issues.
FrontOffice	A FrontOffice represents a collection of issues and efforts.
FrontOfficeAdminSession	This session creates, updates, and deletes FrontOffices .
FrontOfficeForm	This is the form for creating and updating frontOffices.
FrontOfficeHierarchyDesignSession	This session defines methods for managing a hierarchy of FrontOffice objects.
FrontOfficeHierarchySession	This session defines methods for traversing a hierarchy of FrontOffice objects.
FrontOfficeList	Like all OsidLists , FrontOfficeList provides a means for accessing FrontOffice elements sequentially either one at a time or many at a time.
FrontOfficeLookupSession	This session provides methods for retrieving FrontOffice objects.
FrontOfficeNode	This interface is a container for a partial hierarchy retrieval.
FrontOfficeNodeList	Like all OsidLists , FrontOfficeNodeList provides a means for accessing FrontOfficeNode elements sequentially either one at a time or many at a time.
FrontOfficeNotificationSession	This session defines methods to receive notifications on adds/changes to FrontOffice objects.
FrontOfficeQuery	This is the query for searching front offices.
FrontOfficeQueryInspector	This is the query inspector for examining front office queries.
FrontOfficeQuerySession	This session provides methods for searching among FrontOffice objects.
FrontOfficeReceiver	The front office receiver is the consumer supplied interface for receiving notifications pertaining to new, updated or deleted FrontOffice objects.
FrontOfficeSearch	The search interface for governing front office searches.
FrontOfficeSearchOrder	An interface for specifying the ordering of search results.
FrontOfficeSearchResults	This interface provides a means to capture results of a search.
FrontOfficeSearchSession	This session provides methods for searching among FrontOffice objects.
Issue	A Issue represents a issue in a Queue .
IssueAction	This enumeration contains the possible issue action types.
IssueAdminSession	This session creates, updates, and deletes Issues .
IssueForm	This is the form for creating and updating Issues .Like all OsidForm objects, various data elements may be set here for use in the create and update methods in the IssueAdminSession .
IssueFrontOfficeAssignmentSession	This session provides methods to re-assign Issues to FrontOffice objects.
IssueFrontOfficeSession	This session provides methods to retrieve Issue to FrontOffice mappings.
IssueList	Like all OsidLists , IssueList provides a means for accessing Issue elements sequentially either one at a time or many at a time.
IssueLookupSession	This session defines methods for retrieving issues.
IssueMessagingSession	This session creates comments on issues and sends messages to customers.
IssueNotificationSession	This session defines methods to receive notifications on adds/changes to Issue objects in this FrontOffice .
IssueQuery	This is the query for searching issues.
IssueQueryInspector	This is the query inspector for examining issue queries.
IssueQuerySession	This session provides methods for searching among Issue objects.
IssueReceiver	The issue receiver is the consumer supplied interface for receiving notifications pertaining to new, updated or deleted issues.
IssueResourcingSession	This session defines methods for resourcing issues.
IssueSearch	The search interface for governing issue searches.
IssueSearchOrder	An interface for specifying the ordering of search results.
IssueSearchResults	This interface provides a means to capture results of a search.
IssueSearchSession	This session provides methods for searching among Issue objects.
IssueSmartFrontOfficeSession	This session manages queries and sequencing to create "smart" dynamic catalogs.
IssueTrackingSession	This session defines methods for looking at issues in a queue.
IssueTriagingSession	This session defines methods for routing issues.
LogEntry	A LogEntry is an entry of an issue.
LogEntryForm	This is the form for creating and updating LogEntries .
LogEntryList	Like all OsidLists , LogEntryList provides a means for accessing LogEntry elements sequentially either one at a time or many at a time.
LogEntryLookupSession	This session provides methods for retrieving premade LogEntries .
LogEntryNotificationSession	This session defines methods to receive notifications on adds/changes to LogEntry objects in this FrontOffice .
LogEntryQuery	This is the query for searching log entries.
LogEntryQueryInspector	This is the query inspector for examning log entry queries.
LogEntryReceiver	The log entry receiver is the consumer supplied interface for receiving notifications pertaining to new, updated or deleted log entries.
LogEntrySearchOrder	An interface for specifying the ordering of search results.
MyIssueSession	This session defines methods for retrieving issues.
Queue	A Queue governs the processing of Issues .
QueueAdminSession	This session creates, updates, and deletes Queues .
QueueForm	This is the form for creating and updating Queues .Like all OsidForm objects, various data elements may be set here for use in the create and update methods in the QueueAdminSession .
QueueFrontOfficeAssignmentSession	This session provides methods to re-assign Queues to FrontOffice objects.
QueueFrontOfficeSession	This session provides methods to retrieve Queue to FrontOffice mappings.
QueueList	Like all OsidLists , QueueList provides a means for accessing Queue elements sequentially either one at a time or many at a time.
QueueLookupSession	This session provides methods for retrieving Queue objects.
QueueNotificationSession	This session defines methods to receive notifications on adds/changes to Queue objects in this FrontOffice .
QueueQuery	This is the query for searching queues.
QueueQueryInspector	This is the query inspector for examining queue queries.
QueueQuerySession	This session provides methods for searching among Queue objects.
QueueReceiver	The queue receiver is the consumer supplied interface for receiving notifications pertaining to new, updated or deleted Queue objects.
QueueResourcingSession	This session defines methods for resourcing queues.
QueueSearch	The search interface for governing queue searches.
QueueSearchOrder	An interface for specifying the ordering of search results.
QueueSearchResults	This interface provides a means to capture results of a search.
QueueSearchSession	This session provides methods for searching among Queue objects.
QueueSmartFrontOfficeSession	This session manages queries and sequencing to create "smart" dynamic catalogs.
SubtaskIssueAdminSession	This session creates subtask Issues .
SubtaskIssueLookupSession	This session defines methods for retrieving subtasks.
TrackingManager	The tracking manager provides access to rules sessions and provides interoperability tests for various aspects of this service.
TrackingProfile	The tracking profile describes the interoperability among tracking services.
TrackingProxyManager	The tracking proxy manager provides access to rules sessions and provides interoperability tests for various aspects of this service.