{
  "manifestVersion": 1,
  "name": "support-case",
  "description": "One recorded support case against an entitlement of a service coverage. It is operational evidence a user actor recorded: no customer is authenticated, nothing is emailed, called or messaged, and no channel integration exists. SLA fields are elapsed-time targets computed from the injected UTC clock, never a business-hours or contractual interpretation.",
  "fields": [
    {
      "name": "sourceKey",
      "type": "string",
      "writable": "managed",
      "unique": true
    },
    {
      "name": "caseNumber",
      "type": "string",
      "writable": "managed",
      "unique": true
    },
    {
      "name": "serviceCoverageId",
      "type": "string",
      "writable": "managed",
      "index": true
    },
    {
      "name": "serviceEntitlementId",
      "type": "string",
      "writable": "managed",
      "index": true
    },
    {
      "name": "contractId",
      "type": "string",
      "writable": "managed",
      "index": true
    },
    {
      "name": "customerRef",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "customerContactRef",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "source",
      "type": "enum",
      "writable": "managed",
      "values": [
        "manual",
        "api"
      ]
    },
    {
      "name": "category",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "priority",
      "type": "enum",
      "writable": "managed",
      "values": [
        "low",
        "normal",
        "high",
        "urgent"
      ]
    },
    {
      "name": "title",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "description",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "status",
      "type": "enum",
      "writable": "managed",
      "values": [
        "new",
        "in_progress",
        "waiting_customer",
        "resolved",
        "closed"
      ]
    },
    {
      "name": "ownerRef",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "firstResponseDueAt",
      "type": "timestamp",
      "writable": "managed"
    },
    {
      "name": "resolutionDueAt",
      "type": "timestamp",
      "writable": "managed"
    },
    {
      "name": "firstRespondedAt",
      "type": "timestamp",
      "writable": "managed"
    },
    {
      "name": "resolvedAt",
      "type": "timestamp",
      "writable": "managed"
    },
    {
      "name": "resolutionSummary",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "closedAt",
      "type": "timestamp",
      "writable": "managed"
    },
    {
      "name": "openedBy",
      "type": "string",
      "writable": "managed"
    },
    {
      "name": "openedAt",
      "type": "timestamp",
      "writable": "managed"
    }
  ]
}