TicketExceptions - Event Catalog

Overview

TicketExceptions uses RabbitMQ via MassTransit 8.3.3 with 27 specialized consumers for exception detection.

Message Bus Architecture

Bus	Queue	Consumers
TELS vHost	`tels.mqservices.ticketexceptions`	27 consumers
Message Scheduler	`ticket-exceptions-message-scheduler`	Quartz-based delayed messages
Flush Cache	`TELS.TicketExceptions.MQServices.Consumers.FlushCacheConsumer_{MachineName}`	Cache invalidation

Consumed Events (27 types)

Work Items Events

Message Type	Source	Consumer	Purpose
`INewWorkItemV1`	Work Items Service	WorkItemsConsumer	New work item created - check for exceptions
`PriorityChange`	Work Items Service	WorkItemsConsumer	Priority changed - update exceptions
`IStatusEventV1`	Work Items Service	WorkItemsConsumer	Status changed - may resolve exceptions

Bidding Events

Message Type	Source	Consumer	Purpose
`IBidConversationAdded`	Bidding Service	BiddingConsumer	Bid conversation added
`IBidStatusChanged`	Bidding Service	BiddingConsumer	Bid status changed - may resolve "bid not received"
`IBidModification`	Bidding Service	BiddingConsumer	Bid modified

Building Services Events

Message Type	Source	Consumer	Purpose
`IAttachmentUpdated`	Building Services	BuildingServicesConsumer	Attachment added/updated
`INotToExceedExtensionApproved`	Building Services	BuildingServicesConsumer	NTE extension approved - resolves exception
`INotToExceedExtensionCreated`	Building Services	BuildingServicesConsumer	NTE extension created
`INotToExceedExtensionDeclined`	Building Services	BuildingServicesConsumer	NTE extension declined
`IProjectAuthorized`	Building Services	BuildingServicesConsumer	Project authorized
`IProjectComplexityFlagChanged`	Building Services	BuildingServicesConsumer	Complexity flag changed
`IUnableToNotifyCustomerOfTicketUpdate`	Building Services	UnableToNotifyServiceProviderConsumer	Customer notification failed - create exception

Scheduled Check Events (Internal Commands)

Message Type	Consumer	Purpose
`CheckServiceProviderETA`	ETAConsumer	Check if ETA provided
`CheckIfCustomerShouldBeNotifiedOfMissingETA`	ETAConsumer	Check customer notification needed
`CheckServiceProviderBidReceived`	BidNotReceivedConsumer	Check bid received
`CheckCriticalC2QBidReceived`	BidNotReceivedConsumer	Check critical C2Q bid
`CheckServiceProviderMissedCheckIn`	MissedCheckInConsumer	Check missed check-in
`CheckServiceProviderMissedCheckout`	MissedCheckoutConsumer	Check missed checkout
`CheckServiceProviderPartsNeededLeadTime`	PartsNeededLeadTimeConsumer	Check parts ordered on time
`CheckServiceProviderPassedPartsLeadTime`	PassedPartsLeadTimeConsumer	Check parts lead time exceeded
`CheckTechDeparted`	TechDepartedConsumer	Check tech departed without completing
`CheckBidAutomation`	BidNotAutomatedConsumer	Check bid automation failure
`CheckBidRequestNotCreated`	BidRequestNotCreatedConsumer	Check bid request created
`CheckD2QInvoiceOrQuoteReceived`	D2QInvoiceOrQuoteNotReceivedConsumer	Check D2Q invoice/quote received
`CheckSPNotAssigned`	SPNotAssignedConsumer	Check service provider assigned
`CheckNteExtensionApproved`	NteExtensionNotApprovedConsumer	Check NTE extension approval
`CheckNteExtensionApprovalFollowUp`	NteExtensionApprovalFollowUpConsumer	Follow up on NTE approval
`CheckIfBidClarificationWasNotReceived`	MissingBidClarificationConsumer	Check bid clarification received
`CheckIfBidRevalidationWasNotReceived`	MissingBidRevalidationConsumer	Check bid revalidation received
`CheckCustomerQuoteApprovedNeedsFollowUp`	CustomerQuoteApprovedNeedsFollowUpConsumer	Check quote approval follow-up
`CheckCompletionStatusAutomation`	CompletionStatusAutomationConsumer	Check completion automation
`CheckContractedServiceRequiredDocumentUploaded`	ContractedServiceRequiredDocumentNotUploadedConsumer	Check required document uploaded

Other Events

Message Type	Source	Consumer	Purpose
`SolveZicket`	Internal	SolveZicketConsumer	Solve ticket exception
`RetryCreateTicketExceptionEvent`	Internal	RetryCreateTicketExceptionConsumer	Retry failed exception creation
`ICreateOnDemandTicketExceptionCommand`	API/External	OnDemandTicketExceptionConsumer	Create exception on demand
`FlushCacheRequest`	API	FlushCacheConsumer	Cache invalidation
`TicketExceptionExternalStatusChanged`	Zendesk	TicketExceptionStatusChangedConsumer	External status changed
`IArticleNotificationOutcome`	Compliance Service	ComplianceConsumer	Article notification result
`ContractedServiceDocumentationRequirementMetUpdated`	Contracted Services	ContractedServiceDocumentationRequirementMetConsumer	Document requirement met
`FollowUpOnContractedServiceDocumentUpload`	Contracted Services	ContractedServiceDocumentationRequirementMetConsumer	Document upload follow-up
`IUnableToNotifyServiceProvider`	External	UnableToNotifyServiceProviderConsumer	SP notification failed

Published Events

Internal Commands (Published by Consumers)

Event	Publisher	Purpose
`CheckServiceProviderETA`	ETAConsumer	Schedule ETA check
`CheckIfCustomerShouldBeNotifiedOfMissingETA`	ETAConsumer	Schedule customer notification check

Message Processing Patterns

Synchronization - TicketClaim Middleware

22 of 27 consumers use claim-based synchronization: - Ensures only one message per authorization number processes at a time - Prevents race conditions when multiple events arrive for same work item - Claim acquired before processing, released after - Messages with same authorization number queued until prior processing completes

Retry Strategy

30-second scheduled retry via IMessageScheduler: - Failed exception creation attempts scheduled for retry - Uses Quartz persistence for durable retry - Retry event: RetryCreateTicketExceptionEvent

Scheduled Processing

Quartz-based message scheduling: - Check events scheduled at specific times (e.g., 2 hours after ETA window) - Allows business rule-based delays - Persistent storage ensures no message loss

Queue Configuration

RabbitMQ (TELS vHost)

Setting	Value
Host	Environment: `RMQTELS__Host`
Username	Environment: `RMQTELS__Username`
Password	Environment: `RMQTELS__Password`
Connection Format	`rabbitmq://{host}`

Primary Queue

Name: tels.mqservices.ticketexceptions
Durability: Durable (survives broker restart)
Prefetch: Default (controlled by MassTransit)

Scheduler Queue

Name: ticket-exceptions-message-scheduler
Purpose: Quartz-based delayed/scheduled messages
Persistence: PostgreSQL (quartz schema)

Cache Flush Queue

Name: TELS.TicketExceptions.MQServices.Consumers.FlushCacheConsumer_{MachineName}
Auto-Delete: Yes
Non-Durable: Yes (temporary queue)

Message Flow Examples

Exception Creation Flow

External System (e.g., Bidding Service)
  → Publishes IBidStatusChanged
  → RabbitMQ Queue: tels.mqservices.ticketexceptions
  → BiddingConsumer
  → TicketClaim Middleware (acquire lock)
  → Check Exception Rules (is active?)
  → Check Existing Exception
  → Generate Subject/Comment from Call-to-Action
  → Create Exception in PostgreSQL
  → Create Ticket in Zendesk via REST API
  → Store Zendesk Ticket ID
  → TicketClaim Middleware (release lock)

Auto-Solve Flow

External System
  → Publishes Resolution Event (e.g., Bid Received)
  → RabbitMQ Queue
  → Consumer
  → Find Existing Exception for Auth# + Type
  → Mark as "Solved by TBS"
  → Update Zendesk Ticket Status (via REST API)

Scheduled Check Flow

Work Item Created
  → Consumer schedules CheckServiceProviderETA
  → Quartz stores scheduled message
  → 2 hours later...
  → Quartz fires trigger
  → CheckServiceProviderETA published
  → ETAConsumer processes
  → If no ETA provided → Create Exception

Contract Packages

Package	Version	Events Provided
BuildingServices.Contracts	Various	IAttachmentUpdated, INotToExceedExtension*, IProjectAuthorized, etc.
TELS.Bidding.Contracts	Various	IBidConversationAdded, IBidStatusChanged, IBidModification
TELS.Compliance.Contracts	Various	IArticleNotificationOutcome
TELS.ContractedServices.Contracts	Various	ContractedService* events
DSE.TELS.Customers.Contracts	Various	Customer/facility data contracts

Key Files

File	Purpose
`/TELS.TicketExceptions.MQServices/Program.cs`	MassTransit configuration, all 27 consumers registered
`/TELS.TicketExceptions.MQServices/Consumers/*.cs`	27 consumer implementations
`/TELS.TicketExceptions.MQServices/Logic/PublishingService.cs`	Retry logic with 30-second delay
`/TELS.TicketExceptions.MQServices/Middleware/TicketClaimMiddleware.cs`	Synchronization logic

Summary

27 Consumers monitoring various exception conditions
Claim-based Synchronization prevents race conditions
Scheduled Processing via Quartz for time-delayed checks
Retry Strategy with 30-second delay for failures
Event-Driven Architecture decouples exception detection from source systems