MyTickets

Payroll Tutorials

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Overview

MyTickets enables creation a module in your employee portal where an employee can create, update, and follow up on their requests.

MyTickets offers the ability to:

  • Create new tickets

  • Retrieve Tickets

  • Upload files to tickets

  • Add messages to tickets

  • List files attached to tickets

  • Retrieve messages from tickets

  • View ticket details

A working customer configuration must be available before MyTickets can be used. You should contact your project team to determine if an available Alight Case Management System exists for your client. If a case management system does not exist, you will need to request to have one created.

Before you use MyTickets, you must get authenticated via OAuth 2.

An Alight Administrator will need to define an application for your client in our Identity System and in the Case Management API. As a result, they will provide you with the Identity URL, client_id and client_secret (of the Identity application).

For Example:

POST https://hrxidentity-dev.cloudapp.ngahr.com/connect/token

Request Payload:

client_id: 7bcdxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

client_secret: p4j2xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

grant_type: client_credentials

scope: assist_core_api.ticket_read

By passing those values via OAuth 2, you will get an access_token from Identity.

You can use the OAuth 2 access token to call the Assist Core API. The access token should be passed as a bearer token in the authorization header of the call.

Authorization: Bearer eyJhbGciOiJxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Once you receive your authentication details, make sure that you also receive from the Alight Administrator or the project team the following information:

GCC – The abbreviation for Global Customer Code.

o   A customer in the Alight Case Management System is identified via a 3-characters code which represents the client or the organization.

o   You will receive one value/code for your client if one country is in the scope.

LCC(s) – The abbreviation for Local Customer Code.

o   A GCC can be divided into multiple Local Company Codes (LCCs), which are referred to as a country or a company.

o   An LCC is comprised of the 2 standard ISO code character (e.g., US) and a 3-character incremental number (e.g., US001).

o   You will receive one value/code for your client if one country is in scope. For multi-country clients, multiple values/codes will be provided.

 

Company Skill ID(s)

o   Alight Case Management system is setup by assigning one company per GCC and LCC combination, to segregate the tickets for each client and country.

o   Additionally, each company that has its own GCC and LCC setup, will also have a unique Company Skill ID.

o   It is also possible to get these values by calling the Get Companies API. As this is linked to each LCC, you will receive one value/code for your client if one country is in scope. For multi-country clients, multiple values/codes will be provided.

The following is an example of an Alight Case Management Setup Structure:

-         1 Organization: YourCorp (YCP=GCC)

-         3 Companies / Countries

o   Company 1: YourCorp US (holds tickets for employees in YourCorp US)

  • GCC: YCP

  • LCC: US

  • Company Skill ID: 12345

o   Company 2: YourCorp BE (holds tickets for employees in YourCorp Belgium)

  • GCC: YCP

  • LCC: BE

  • Company Skill ID: 12346

o   Company 3: YourCorp IN (holds tickets for employees in YourCorp India)

  • GCC: YCP

  • LCC: IN

  • Company Skill ID: 12347

As the configuration provides one or more LCCs or companies, it is key to consider that the selection of the company to be used for ticket creation should correspond to the work location country of the employee.  

Uses

You can use MyTickets to:

·Create a new ticket.

A ticket is linked to one requester and one affected employee. Those 2 values will be the same for self-service requests (meaning, the person submits a ticket for themself). If the ticket is requested on behalf of another person, different values will be passed for the requester and affected employee.

Note: The ticket must be created in the company of the affected person.

o   To create a new ticket, use POST /api/tickets.

Mandatory parameters are:

  • Company Skill ID

  • Description

  • Short Description

  • Requester ID

Optional parameters can include specific categorization details.

 Retrieve tickets associated with a specific employee.

 To display the list of the tickets for a specific employee, use GET /api/companies/{companySkillId}/employees/{employeeId}/tickets

The scope parameter will need to be set to “Requester” to only return the tickets requested by a specific person.

 Upload files to a ticket.

To upload files to a ticket, use /api/ticket/{ticketUid}/Files.

Note: The file size should be less than 25 MB.

· Add a communication into a ticket.

To add a new message to a ticket, use POST /api/tickets/{ticketUid}/messages

List the files already attached to a ticket.

 To list the files attached to a ticket, call /api/ticket/{ticketUid}/employees/{employeeId}/files

To retrieve existing messages/communications from a ticket, use /api/tickets/{ticketUid}/employees/{employeeId}/communications

 

If you need all the details associated with a ticket, use GET /api/tickets/{ticketUid}/employees/{employeeId}

Security & Responsibility

Based on client configuration, My Tickets will give access to all tickets for a specific client. It is the responsibility of the portal administrator to ensure that employees do not have access to tickets raised by other employees.

Companies

A customer is represented by an Organization for Enterprise clients. The Assist organization itself is divided in companies, sometimes called countries. For example, a YourCorp organization is composed of 3 companies (e.g., YourCorp BE, YouCorp MX, YourCorp US). Each company has a unique ID called a Company Skill ID. In typical portal development, the Assist companies will be selected based on the country of the employee.

Discovering Configuration Information

The GCC and LCCs (companies or countries) to be mapped can be provided by the Alight Administrator or the project team.

For a ticket to be created against the right company and with a specific categorization, there are certain values that can be returned via the API to be used when invoking the Create Ticket method.

Below is a guide on how to discover configuration information.

Get Companies

Once the GCC and LCCs are known, the Company Skill IDs can be returned by calling the Get Companies method:

GET /api/companies/gcc/{gcc}/lcc/{lcc} and retrieve the companyskillid properties/

This method returns the details (including Company Skill IDs) for a specific company by passing the Global Customer Code (GCC) and Local Customer Code (LCC).

Get Available Service Processes and Request Types for Ticket Categorization

A ticket gets created with a given categorization that can either be set with an automatic prediction via machine learning or forced via the API. To force the categorization via the API, two main parameters, the service process, and the request type, will need to be passed.

 The service process determines the service in terms of the request, while the request type determines the type of ticket - simple inquiry, case and issue, or transaction.

 The specific service process and request type will need to be passed as parameters via the API. The available values for a specific company (by passing the company skill IDs) can be returned by calling the Get Request Types calls

GET /api/companies/{companySkillId}/requestTypes[?includeProcesses]