{
    "$schema": "https://json-schema.org/draft/2020-12/schema",
    "type": "object",
    "properties": {
        "ticket_id": {
            "type": "string"
        },
        "account_tier": {
            "type": "string",
            "enum": [
                "enterprise",
                "midmarket",
                "smb"
            ]
        },
        "current_severity": {
            "type": "string",
            "enum": [
                "S1",
                "S2",
                "S3",
                "S4"
            ]
        },
        "sla_hours": {
            "type": "integer"
        },
        "time_open_hours": {
            "type": "number"
        },
        "customer_messages": {
            "type": "array",
            "items": {
                "type": "string"
            }
        },
        "internal_notes": {
            "type": "array",
            "items": {
                "type": "string"
            }
        },
        "usage_metrics": {
            "type": "object",
            "additionalProperties": {
                "type": "number"
            }
        },
        "open_incidents": {
            "type": "integer"
        },
        "contract_value": {
            "type": "number"
        }
    },
    "required": [
        "ticket_id",
        "account_tier",
        "current_severity",
        "sla_hours",
        "time_open_hours",
        "customer_messages",
        "internal_notes",
        "usage_metrics",
        "open_incidents",
        "contract_value"
    ],
    "additionalProperties": false
}