Interface and Integration Definitions for Complaint Management

Endpoint

This API can be called by making a POST call to the URL: https://[clienthost]/PostDataToFlow/ARIAMediaSuite/ComplaintManagement/CompRetrieveComplaints
 

CompRetrieveComplaintRequest

The compRetrieveComplaintRequest is a JSON formatted request structure used by the caller to retrieve details on a list of complaints registered in the solution. 

Sample 1
A sample request used to retrieve all complaints available for the end-customer.
{
    "msgAuthDetails": {
        "clientNo": 90000259,
        "authKey": " acXKhw4s47RRXs535VYYWbvfQ8uXXXXXX ",
        "requestDateTime": "2018-03-30T14:30:20",
        "signatureValue": "15f52c75de7a09fece579cf06f41350bd7a99f05a275fa60fb2958b6bc045453",
        "signatureVersion": "1.0",
        "ariaAccountID": "",
        "ariaAccountNo": 0,
        "userID": "ABV-USER"
    },
    "compRetrieveComplaintSearch": {
        "ariaAccountID": "ACCT1",
        "ariaAccountNo": 123456,
        "ariaMPIID": "MPI-123456-123456"
        "ariaMPINo": 11223344,
        "complaintID": null,
        "dateRangeStart": null,
        "dateRangeEnd": null
    }
}

The individual data elements of msgAuthDetails are defined with another Request. The individual data elements of compRetrieveComplaintSearch are defined as follows:

• ariaAccountID – contains the solution generated identification (for example the AID) of the customer for whom the list of complaints is requested. Must be present if ariaAccountNo is not provided. Either the ariaAccountID or ariaAccountNo must be present in the request. 
• ariaAccountNo – contains the Aria generated identification of the customer for whom the list of complaints is requested. Must be present if ariaAccountID is not provided. 
• ariaMPIID – contains the solution generated identification of the subscription for which the complaint is registered. Must be present if ariaMPINo is not provided. Either ariaMPIID or ariaMPINo must be present in the request. 
• ariaMPINo – contains the Aria generated identification of the subscription for which the complaint is registered. Must be present if ariaMPIID is not provided. 
• complaintID – if the field contains a non-null value, then this specific complaint must be returned. 
• dateRangeStart – if the field contains a non-null value, then all complaints registered after this date will be returned. Must be in format YYYY-MM-DD, if provided. 
• dateRangeEnd – if the field contains a non-null value, then all complaints registered before this date will be returned. Must be in format YYYY-MM-DD, if provided. 
   

CompRetrieveComplaintResponse

The compRetrieveComplaintResponse is a JSON formatted response structure used to return details on the requested complaints. Multiple entries may exist depending on the search performed. 

Sample 1
A sample response showing a list of complaint codes. 
{
    "resultInfo": {
        "resultCode": 0,
        "resultText": "OK"
    },
    "compRetrieveComplaintListResponse": [
        {
            "compRetrieveComplaintInfo": {
                "complaintID": "eccb1e6b-e221-4e21-b9c7-194e0e7d248a",
                "complaintHeadline": "Paper not delivered – again",
                "complaintDesc": "Once again my paper was not delivered before 7AM as promised. And the snow had been removed already",
                "complaintCodeID": "C1",
                "complaintDate": "2019-02-05",
                "complaintStatus": "OPEN",
                "redeliveryOrdered": true,
                "redeliveryType": "MESSENGER",
                "updateUserID": "CUSTOMER",
                "processingStatus": "PENDING",
                "complaintNotes": "2019/02/08 Called customer to discuss problem. Seems OK"
            },
            "compRetrieveComplaintAddInfo": {
                "complaintCodeName": "Complaint Code #1",
                "complaintCodeDesc": "Description of first complaint code",
                "compCodeNameTranslations": {
                    "solmRefTransNo": 1232,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Name"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Name"}
                    ]
                },
                "compCodeDescTranslations": {
                    "solmRefTransNo": 1234,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Description"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Description"}
                    ]
                }
            }
        },
        {
            "compRetrieveComplaintInfo": {
                "complaintID": "eccb1e6b-e221-4e21-b567-194e0e7d248a",
                "complaintHeadline": "Paper not delivered",
                "complaintDesc": "Once again my paper was not delivered before 7AM as promised",
                "complaintCodeID": "C1",
                "complaintDate": "2019-02-04",
                "complaintStatus": "OPEN",
                "redeliveryOrdered": true,
                "redeliveryType": "MESSENGER",
                "updateUserID": "CUSTOMER",
                "processingStatus": "PENDING",
                "complaintNotes": "2019/02/08 Called customer to discuss problem. Seems OK"
            },
            "compRetrieveComplaintAddInfo": {
                "compCodeNameTranslations": {
                    "solmRefTransNo": 1233,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Name"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Name"}
                    ]
                },
                "compCodeDescTranslations": {
                    "solmRefTransNo": 1235,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Description"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Description"}
                    ]
                }
            }
        }
    ]
}

The individual data elements of resultInfo are defined as follows:

• resultCode – contains the result of the request processing. A value of 0 (zero) indicates success. Other codes indicate failure. 
• resultText – contains a short text describing the error encountered. Is returned as “OK” when success is returned. For other error codes the text describes the error encountered. 

The compRetrieveComplaintListResponse contains an array of the complaint codes entries returned. The structures are described below:

• compRetrieveComplaintInfo – a structure holding the general information on the complaint code. 
  • complaintID – contains the identification of the complaint being processed. When adding a new complaint, leave this field empty as a new ID will be generated by the solution. 
  • complaintHeadline – contains a summary of the complaint
  • complaintDesc – contains a longer description of the complaint, for example holding additional details on the problem. 
  • complaintCodeID – contains the identification of the complaint code assigned to the complaint. The complaint code must exist in the compComplaintCode table. 
  • complaintDate – contains the date the complaint was first raised. Is in format YYYY-MM-DD 
  • complaintStatus – contains a code indicating the status of the complaint. The following codes apply:
    • "REGISTERED" – the complaint has been registered in the solution.  
    • "CLOSED" – the complaint has been resolved and is closed. 
  • redeliveryOrdered – when adding a new complaint, this code can be used to order a redelivery of the missing paper, either via messenger or post.
    • TRUE – redelivery is required.
    • FALSE – redelivery is NOT required, or not possible.
  • redeliveryType - contains a code indicating how redelivery is to take place. Is filled only if redelivery has been ordered. The following codes apply: 
    • "MESSENGER" – the redelivery takes place via messenger.
    • "POST" – the redelivery takes place via the postal service.
  • updateUserID – contains the identification of the user who registered the complaint. It will contain "CUSTOMER" if the complaint was registered by the customer. Otherwise it will contain the ID of the CSR that registered the complaint. 
  • processingStatus – contains a code indicating the current processing status of the complaint. The following codes apply: 
    • "PENDING" – redelivery and reporting to distribution company is pending.
    • "INFORMED" – redelivery and notification of the distribution company has taken place.
  • complaintNotes – contains a text field that can be used by the CSR to record details on conversations with the customer or history of the contacts with the customer on this complaint. Cannot be seen by the customer. 

The compRetrieveComplaintAddInfo is a structure that holds additional details on the complaint, for example the translations of codes and types. Attributes are defined as follows:

• compRetrieveComplaintAddInfo – a structure holding additional information on the complaint. 
  • complaintCodeName – contains the name of the complaint code.
  • complaintCodeDesc – contains the brief description of the complaint code.
  • compCodeNameTranslations – contains the translations related to the complaint code name. 
    • solmRefTransNo – contains the identification of the translation for this complaint code name. 
    • solmTranslationEntry – an array containing an element for each locale the complaint code name is returned in. 
      • solmLocaleID – contains the ID of the locale in which the complaint code name is returned.
      • solmRefTransText– contains the name of the complaint code name in the locale (language) described by solmLocaleID. 
  • compCodeDescTranslations – contains the translations related to the complaint code description. 
    • solmRefTransNo – contains the identification of the translation for this complaint code description. 
    • solmTranslationEntry – an array containing an element for each locale the complaint code description is returned in. 
      • solmLocaleID – contains the ID of the locale in which the complaint code description is returned.
      • solmRefTransText– contains the name of the complaint code description in the locale (language) described by solmLocaleID. 
         

Endpoint

This API can be called by making a POST call to the URL: https://[clienthost]/PostDataToFlow/ARIAMediaSuite/ComplaintManagement/CompManageComplaints
 

CompManageComplaintRequest

The compManageComplaintRequest is a JSON formatted request structure used by the caller to add, update or remove complaint registered in the solution. 

Sample 1
A sample request used to add a new complaint.
{
    "msgAuthDetails": {
        "clientNo": 90000259,
        "authKey": " acXKhw4s47RRXs535VYYWbvfQ8uXXXXXX ",
        "requestDateTime": "2018-03-30T14:30:20",
        "signatureValue": "15f52c75de7a09fece579cf06f41350bd7a99f05a275fa60fb2958b6bc045453",
        "signatureVersion": "1.0",
        "ariaAccountID": "",
        "ariaAccountNo": 0,
        "userID": "ABV-USER"
    },
    "compManageComplaintList": [
        {
            "compManageComplaintActionInfo": {
                "actionCode": "ADD"
            },
            "compManageComplaintInfo": {
                "complaintID": null,
                "complaintHeadline": "Paper not delivered – again",
                "complaintDesc": "Once again my paper was not delivered before 7AM as promised. And the snow had been removed already",
                "complaintCodeID": "C1",
                "complaintDate": "2019-02-05",
                "complaintStatus": "OPEN",
                "redeliveryOrdered": true,
                "redeliveryType": "MESSENGER",
                "updateUserID": "CUSTOMER",
                "processingStatus": "PENDING",
                "complaintNotes": "some notes from the CSR",
                "ariaAccountNo": 123456,
                "ariaAccountID": "ACCT1",
                "ariaMPINo": 11223344,
                "ariaMPIID": "MPI-123456-123456"
            }
        }
    ]
}

The individual data elements of msgAuthDetails are defined with another request. compManageComplaintList is the array that holds each of the actions to perform on the data provided. Each entry of the list is defined later in this section. 

The individual data elements of compManageComplaintActionInfo are defined as follows:

• actionCode – contains a code indicating what action the service should take. The following codes apply:
  • "ADD" – add a new complaint. A new complaint ID will be generated for the complaint.
  • "MODIFY" – modify an existing complaint. The complaint must exist prior to this.
  • "REMOVE" – remove an existing complaint. The complaint must exist prior to this.

The compManageComplaintInfo contains an entry with a single complaint. It describes all the general details on the complaint. The structure is described below:

• compManageComplaintInfo – a structure holding the general information on the complaint. 
  • complaintID – contains the identification of the complaint being processed. When adding a new complaint, leave this field empty as a new ID will be generated by the solution. 
  • complaintHeadline – contains a summary of the complaint.
  • complaintDesc – contains a longer description of the complaint, for example holding additional details on the problem. 
  • complaintCodeID – contains the identification of the complaint code assigned to the complaint. The complaint code must exist in the compComplaintCode table. 
  • complaintDate – contains the date the complaint was first raised. Is in format YYYY-MM-DD.
  • complaintStatus – contains a code indicating the status of the complaint. The following codes apply:
    • "REGISTERED" – the complaint has been registered in the solution.  
    • "CLOSED" – the complaint has been resolved and is closed. 
  • redeliveryOrdered – when adding a new complaint, this code can be used to order a redelivery of the missing paper, either via messenger or post.
    • TRUE – redelivery is required.
    • FALSE – redelivery is NOT required, or not possible.
  • redeliveryType - contains a code indicating how redelivery is to take place. Is filled only if redelivery has been ordered. The following codes apply: 
    • "MESSENGER" – the redelivery takes place via messenger.
    • "POST" – the redelivery takes place via the postal service.
  • updateUserID – contains the identification of the user who registered the complaint. It will contain "CUSTOMER" if the complaint was registered by the customer. Otherwise it will contain the ID of the CSR that registered the complaint. 
  • processingStatus – contains a code indicating the current processing status of the complaint. The following codes apply: 
    • "PENDING" – redelivery and reporting to distribution company is pending.
    • "INFORMED" – redelivery and notification of the distribution company has taken place.
  • complaintNotes – contains a text field that can be used by the CSR to record details on conversations with the customer or history of the contacts with the customer on this complaint. Cannot be seen by the customer. 
  • ariaAccountID – contains the solution generated identification (for example the AID) of the customer for whom the complaint was registered. Must be present if ariaAccountNo is not provided. 
  • ariaAccountNo – contains the Aria generated identification of the customer for whom the complaint was registered. Must be present if ariaAccountID is not provided. 
  • ariaMPINo – contains the Aria generated identification of the subscription for which the complaint was registered. Must be present if ariaMPIID is not provided. 
  • ariaMPIID – contains the solution generated identification of the subscription for which the complaint was registered. Must be present if ariaMPINo is not provided. 
     

CompManageComplaintResponse

The compManageComplaintResponse is a JSON formatted response structure used to return details on the changed complaints. Multiple entries may exist depending on the operations performed. 

Sample 1
A sample response showing the result of an addition. 
{
    "resultInfo": {
        "resultCode": 0,
        "resultText": "OK"
    },
    "compManageComplaintCodeListResponse": [
        {
            "compManageComplaintCodeInfoResponse": {
                "actionCode": "ADD",
                "resultCode": 0,
                "resultText": "OK"
            },
            "compManageComplaintInfo": {
                "complaintID": "eccb1e6b-e221-4e21-b9c7-194e0e7d248a",
                "complaintHeadline": "Paper not delivered – again",
                "complaintDesc": "Once again my paper was not delivered before 7AM as promised. And the snow had been removed already",
                "complaintCodeID": "C1",
                "complaintDate": "2019-02-05",
                "complaintStatus": "OPEN",
                "redeliveryOrdered": true,
                "redeliveryType": "MESSENGER",
                "updateUserID": "CUSTOMER",
                "processingStatus": "PENDING",
                "complaintNotes": "Some notes from the CSR", 
                "ariaAccountNo": 123456,
                "ariaAccountID": "ACCT1",
                "ariaMPINo": 11223344,
                "ariaMPIID": "MPI-123456-123456"
            }
        }
    ]
}

compManageComplaintListResponse is the array that holds each of the actions to perform on the data provided. Each entry of the list is defined later in this section. The individual data elements of resultInfo are defined as follows:

• resultInfo – the overall result structure.
  • resultCode – contains the overall result of the request processing. A value of 0 (zero) indicates success. Other codes indicate failure. If the resultCode indicates a failure, then the entry where the error was detected will also hold a non-zero result code. 
  • resultText – contains a short text describing the error encountered. Is returned as “OK” when success is returned. For other error codes the text describes the error encountered. 

The compManageComplaintInfoResponse structure contains the different actions performed on the information provided. The structure contains an array entry for each update to perform. The updates are performed for the data given above. Each entry contains the attributes described below:

• compManageComplaintInfoResponse – the action control response structure.
  • actionCode – contains the action performed by the API call and by this entry. Will match the actionCode from the request. 
  • resultCode – contains the result of the request processing for a given action. A value of 0 (zero) indicates success. Other codes indicate failure. 
  • resultText – contains a short text describing the error encountered for a given action. Is returned as “OK” when success is returned. For other error codes the text describes the error encountered. 

The compManageComplaintInfo contains an array of the complaint codes entries returned. The structures are described below:

• compManageComplaintInfo – a structure holding the general information on the complaint. 
  • complaintID – contains the identification of the complaint being processed. When adding a new complaint, this attribute will hold the identification of the complaint added. 
  • complaintHeadline – contains a summary of the complaint.
  • complaintDesc – contains a longer description of the complaint, for example holding additional details on the problem. 
  • complaintCodeID – contains the identification of the complaint code assigned to the complaint. The complaint code must exist in the compComplaintCode table. 
  • complaintDate – contains the date the complaint was first raised. Is in format YYYY-MM-DD.
  • complaintStatus – contains a code indicating the status of the complaint. The following codes apply:
    • "REGISTERED" – the complaint has been registered in the solution.  
    • "CLOSED" – the complaint has been resolved and is closed. 
  • redeliveryOrdered – when adding a new complaint, this code can be used to order a redelivery of the missing paper, either via messenger or post.
    • TRUE – redelivery is required.
    • FALSE – redelivery is NOT required, or not possible.
  • redeliveryType - contains a code indicating how redelivery is to take place. Is filled only if redelivery has been ordered. The following codes apply: 
    • "MESSENGER" – the redelivery takes place via messenger.
    • "POST" – the redelivery takes place via the postal service.
  • updateUserID – contains the identification of the user who registered the complaint. It will contain "CUSTOMER" if the complaint was registered by the customer. Otherwise it will contain the ID of the CSR that registered the complaint. 
  • processingStatus – contains a code indicating the current processing status of the complaint. The following codes apply: 
    • "PENDING" – redelivery and reporting to distribution company is pending.
    • "INFORMED" – redelivery and notification of the distribution company has taken place.
  • complaintNotes – contains a text field that can be used by the CSR to record details on conversations with the customer or history of the contacts with the customer on this complaint. Cannot be seen by the customer. 
  • ariaAccountID – contains the solution generated identification (for example the AID) of the customer for whom the complaint was registered. Must be present if ariaAccountNo is not provided. 
  • ariaAccountNo – contains the Aria generated identification of the customer for whom the complaint was registered. Must be present if ariaAccountID is not provided. 
  • ariaMPINo – contains the Aria generated identification of the subscription for which the complaint was registered. Must be present if ariaMPIID is not provided. 
  • ariaMPIID – contains the solution generated identification of the subscription for which the complaint was registered. Must be present if ariaMPINo is not provided. 
     

Subtopics 

Aria Media and Publishing Suite (AMPS) - Overview