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Interface and Integration Definitions for Complaint Management

This article applies to:Aria Crescendo

Overview

This document describes the API methods used for Complaint Management when integrating with the Aria Media and Publishing Suite (AMPS). The Complaint Management component of AMPS is a set of generic components that are designed for use within both standard AMPS implementations and customer-specific workflows. This document describes the Complaint Management functionality to manage customer complaints. 

Complaint Management

This section contains the definition of the APIs provided by the Complaint Management component of AMPS. The following APIs are provided:

Each of the above APIs are described below. 

Retrieve Complaint Code (JSON API)

Endpoint

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

CompRetrieveComplaintCodeRequest

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

Sample 1
A sample request used to retrieve all complaint codes 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"
    },
    "compRetrieveComplaintCodeSearch": {
        "specificSearch": "SPECIFIC",
        "compAvailableForSupport": null,
        "compAvailableForSelfService": true,
        "compGroupID": null
    }
}

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

  • specificSearch – contains a code indicating whether all complaint codes or only a group of complaint codes are to be returned. The following codes apply:
    • ALL” – all complaint codes are returned.
    • SPECIFIC” – only the complaint codes matching the criteria is returned.
  • compAvailableForSupport – if "null", this attribute is not used for the search. The valid values are:
    • TRUE – return only complaint codes that are available for the CSR to use.
    • FALSE – do not return complaint codes that are available for the CSR to use. 
  • compAvailableForSelfService – if "null", this attribute is not used for the search. The valid values are:
    • TRUE – return only complaint codes that are available for the end-customer to use.
    • FALSE – do not return complaint codes that are available for the end-customer to use. 
  • compGroupID – if "null, this attribute is not used for the search. The valid values are:
    • "A" – only complaint codes related to both print and digital products are returned.
    • "D" – only complaint codes related to digital products are returned.
    • "P" – only complaint codes related to print products are returned.
       

CompRetrieveComplaintCodeResponse

The compRetrieveComplaintCodeResponse is a JSON formatted response structure used to return details on the requested complaint codes. 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"
    },
    "compRetrieveComplaintCodeListResponse": [
        {
            "compRetrieveComplaintCodeInfo": {
                "compCodeID": "C1",
                "compCodeName": "Complaint Code #1",
                "compCodeDesc": "Description of first complaint code",
                "compAvailableForSupport": true,
                "compAvailableForSelfService": true,
                "compExportToDistSystem": true,
                "compAllowCustomerChange": true,
                "compGroupID": "A",
                "compDistSystemCodeID": "DI-C1",
                "compRedeliveryTitleList": [
                    {"titleCode": "RB"},
                    {"titleCode": "DT"}
                ]
            },
            "compRetrieveComplaintCodeAddInfo": {
                "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"}
                    ]
                }
            }
        },
        {
            "compRetrieveComplaintCodeInfo": {
                "compCodeID": "C2",
                "compCodeName": "Complaint Code #2",
                "compCodeDesc": "Description of first complaint code",
                "compAvailableForSupport": true,
                "compAvailableForSelfService": false,
                "compExportToDistSystem": false,
                "compAllowCustomerChange": true,
                "compGroupID": "A",
                "compDistSystemCodeID": null,
                "compRedeliveryTitleList": [
                    {"titleCode": "RB"},
                    {"titleCode": "DT"}
                ]
            },
            "compRetrieveComplaintCodeAddInfo": {
                "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 compRetrieveComplaintCodeListResponse contains an array of the complaint codes entries returned. The structures are described below:

  • compRetrieveComplaintCodeInfo – a structure holding the general information on the complaint code. 
    • compCodeID – contains the identification of the complaint code returned. 
    • compCodeName – contains the name of the complaint code.
    • compCodeDesc – contains the brief description of the complaint code.
    • compAvailableForSupport – contains a code indicating whether the complaint code is available CSR users to use. The following codes apply:
      • TRUE – the complaint code is available for CSR users.
      • FALSE – the complaint code is NOT available for CSR  users. 
    • compAvailableForSelfService – contains a code indicating whether the complaint code is available for end-customers to use. 
      • TRUE – the complaint code is available for end-customers.
      • FALSE – the complaint code is NOT available for end-customers.
    • compExportToDistSystem – contains a code indicating whether information on complaints using this complaint code should be send to the distribution system. The following codes apply:
      • TRUE – any complaint created with the complaint code is sent to the distribution system. 
      • FALSE – any complaint created with the complaint code is NOT sent to the distribution system. 
    • compAllowCustomerChange – contains a code indicating whether the end-customer can modify the complaint once it has been registered. The following codes apply:
      • TRUE – the complaint can be modified by end-customers.
      • FALSE – the complaint CANNOT be modified by end-customers.
    • compGroupID - contains a code indicating what group of products the complaint code is applicable to. The following codes apply: 
      • "A" – the complaint code is applicable to any product.
      • "D" – the complaint code is applicable only to digital products.
      • "P" – the complaint code is applicable only to print products. 
    • compDistSystemCodeID – contains the code used when transferring information on the complaint to the external distribution system. The attribute contains the distribution systems code for the compCodeID defined by the client. Is present only if compExportToDistSystem contains TRUE. 
    • compRedeliveryTitleList – an array containing the list of titles for which redelivery is an option should the customer choose that. 
      • titleCode – contains the identification of the title that offers redelivery for this complaint code. Must exist in the TitleDetails table. 
  • compRetrieveComplaintCodeAddInfo – a structure holding additional information on 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
           

Manage Complaint Code (JSON API)

Endpoint

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

CompManageComplaintCodeRequest

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

Sample 1
A sample request used to add a new complaint code.
{
    "msgAuthDetails": {
        "clientNo": 90000259,
        "authKey": " acXKhw4s47RRXs535VYYWbvfQ8uXXXXXX ",
        "requestDateTime": "2018-03-30T14:30:20",
        "signatureValue": "15f52c75de7a09fece579cf06f41350bd7a99f05a275fa60fb2958b6bc045453",
        "signatureVersion": "1.0",
        "ariaAccountID": "",
        "ariaAccountNo": 0,
        "userID": "ABV-USER"
    },
    "compManageComplaintCodeList": [
        {
            "compManageComplaintCodeActionInfo": {
                "actionCode": "ADD"
            },
            "compManageComplaintCodeInfo": {
                "compCodeID": "C1",
                "compCodeName": "Complaint Code #1",
                "compCodeDesc": "Description of first complaint code",
                "compAvailableForSupport": true,
                "compAvailableForSelfService": true,
                "compExportToDistSystem": true,
                "compAllowCustomerChange": true,
                "compGroupID": "A",
                "compDistSystemCodeID": "DI-C1",
                "compRedeliveryTitleList": [
                    {"titleCode": "RB"},
                    {"titleCode": "DT"}
                ]
            },
            "compManageComplaintCodeAddInfo": {
                "compCodeNameTranslations": {
                    "solmRefTransNo": 0,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Name"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Name"}
                    ]
                },
                "compCodeDescTranslations": {
                    "solmRefTransNo": 0,
                    "solmTranslationEntry": [
                        {"solmLocaleID": "NO-BOKMAL", "solmRefTransText": "Complaint Code Description"},
                        {"solmLocaleID": "NO-NYNORSK", "solmRefTransText": "Complaint Code Description"}
                    ]
                }
            }
        }
    ]
}

The individual data elements of msgAuthDetails are defined with another request. compManageComplaint-CodeList 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 compManageComplaintCodeActionInfo are defined as follows:

  • actionCode – contains a code indicating what action the service should take. The following codes apply:
    • "ADD" – add a new complaint code. The complaint code cannot exist prior to this.
    • "MODIFY" – modify an existing complaint code. The complaint code must exist prior to this.
    • "REMOVE" – remove an existing complaint code. The complaint code must exist prior to this and cannot be in use. 

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

  • compManageComplaintCodeInfo – a structure holding the general information on the complaint code. 
    • compCodeID – contains the identification of the complaint code returned. 
    • compCodeName – contains the name of the complaint code.
    • compCodeDesc – contains the brief description of the complaint code.
    • compAvailableForSupport – contains a code indicating whether the complaint code is available CSR users to use. The following codes apply:
      • TRUE – the complaint code is available for CSR users.
      • FALSE – the complaint code is NOT available for CSR  users. 
    • compAvailableForSelfService – contains a code indicating whether the complaint code is available for end-customers to use. 
      • TRUE – the complaint code is available for end-customers.
      • FALSE – the complaint code is NOT available for end-customers.
    • compExportToDistSystem – contains a code indicating whether information on complaints using this complaint code should be send to the distribution system. The following codes apply:
      • TRUE – any complaint created with the complaint code is sent to the distribution system. 
      • FALSE – any complaint created with the complaint code is NOT sent to the distribution system. 
    • compAllowCustomerChange – contains a code indicating whether the end-customer can modify the complaint once it has been registered. The following codes apply:
      • TRUE – the complaint can be modified by end-customers.
      • FALSE – the complaint CANNOT be modified by end-customers.
    • compGroupID - contains a code indicating what group of products the complaint code is applicable to. The following codes apply: 
      • "A" – the complaint code is applicable to any product.
      • "D" – the complaint code is applicable only to digital products.
      • "P" – the complaint code is applicable only to print products. 
    • compDistSystemCodeID – contains the code used when transferring information on the complaint to the external distribution system. The attribute contains the distribution systems code for the compCodeID defined by the client. Is present only if compExportToDistSystem contains TRUE. 
    • compRedeliveryTitleList – an array containing the list of titles for which redelivery is an option should the customer choose that. 
      • titleCode – contains the identification of the title that offers redelivery for this complaint code. Must exist in the TitleDetails table. 

The compManageComplaintCodeAddInfo contains an entry with additional information on a single complaint code. It describes all the translation details on the complaint code. The structure is described below:

  • compManageComplaintCodeAddInfo – a structure holding additional information on 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. When adding a new complaint code, leave this value as 0 (zero).
      • 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. When adding a new complaint code, leave this value as 0 (zero)
      • 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

CompManageComplaintCodeResponse

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

Sample 1
A sample response showing a list of complaint codes. 
{
    "resultInfo": {
        "resultCode": 0,
        "resultText": "OK"
    },
    "compManageComplaintCodeListResponse": [
        {
            "compManageComplaintCodeInfoResponse": {
                "actionCode": "ADD",
                "resultCode": 0,
                "resultText": "OK"
            },
            "compManageComplaintCodeInfo": {
                "compCodeID": "C1",
                "compCodeName": "Complaint Code #1",
                "compCodeDesc": "Description of first complaint code",
                "compAvailableForSupport": true,
                "compAvailableForSelfService": true,
                "compExportToDistSystem": true,
                "compAllowCustomerChange": true,
                "compGroupID": "A",
                "compDistSystemCodeID": "DI-C1",
                "compRedeliveryTitleList": [
                    {"titleCode": "RB"},
                    {"titleCode": "DT"}
                ]
            },
            "compManageComplaintCodeAddInfo": {
                "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"}
                    ]
                }
            }
        }
    ]
}

compManageComplaintCodeListResponse 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 compManageComplaintCodeInfoResponse 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:

  • compManageComplaintCodeInfoResponse – 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 compManageComplaintCodeInfo contains an array of the complaint codes entries returned. The structures are described below:

  • compManageComplaintCodeInfo – a structure holding the general information on the complaint code. 
    • compCodeID – contains the identification of the complaint code returned. 
    • compCodeName – contains the name of the complaint code.
    • compCodeDesc – contains the brief description of the complaint code.
    • compAvailableForSupport – contains a code indicating whether the complaint code is available CSR users to use. The following codes apply:
      • TRUE – the complaint code is available for CSR users.
      • FALSE – the complaint code is NOT available for CSR  users. 
    • compAvailableForSelfService – contains a code indicating whether the complaint code is available for end-customers to use. 
      • TRUE – the complaint code is available for end-customers.
      • FALSE – the complaint code is NOT available for end-customers.
    • compExportToDistSystem – contains a code indicating whether information on complaints using this complaint code should be send to the distribution system. The following codes apply:
      • TRUE – any complaint created with the complaint code is sent to the distribution system. 
      • FALSE – any complaint created with the complaint code is NOT sent to the distribution system. 
    • compAllowCustomerChange – contains a code indicating whether the end-customer can modify the complaint once it has been registered. The following codes apply:
      • TRUE – the complaint can be modified by end-customers.
      • FALSE – the complaint CANNOT be modified by end-customers.
    • compGroupID - contains a code indicating what group of products the complaint code is applicable to. The following codes apply: 
      • "A" – the complaint code is applicable to any product.
      • "D" – the complaint code is applicable only to digital products.
      • "P" – the complaint code is applicable only to print products. 
    • compDistSystemCodeID – contains the code used when transferring information on the complaint to the external distribution system. The attribute contains the distribution systems code for the compCodeID defined by the client. Is present only if compExportToDistSystem contains TRUE. 
    • compRedeliveryTitleList – an array containing the list of titles for which redelivery is an option should the customer choose that. 
      • titleCode – contains the identification of the title that offers redelivery for this complaint code. Must exist in the TitleDetails table. 

The compManageComplaintCodeAddInfo contains an entry with additional information on a single complaint code. It describes all the translation details on the complaint code. The structure is described below:

  • compManageComplaintCodeAddInfo – a structure holding additional information on 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
           

Retrieve Complaint (JSON API)

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
           

Manage Complaint (JSON API)

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. 
       


 

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