@prefix rdf: <http://www.w3.org/1999/02/22-rdf-syntax-ns#> .
@prefix rdfs: <http://www.w3.org/2000/01/rdf-schema#> .
@prefix schema: <https://schema.org/> .
@prefix dpp: <https://ns.verisav.fr/dpp#> .
@prefix rma: <https://ns.verisav.fr/rma#> .
@prefix xsd: <http://www.w3.org/2001/XMLSchema#> .
@prefix dcterms: <http://purl.org/dc/terms/> .

# ============================================================================
# Example: Complete Service Ticket with Multiple Messages
# This example demonstrates a complete ticket conversation thread
# Product: Laptop computer
# ============================================================================

<https://verisav.fr/data/rma-examples/service-ticket-complete#ticket>
    a rma:Ticket ;
    dcterms:title "Service Ticket - Laptop Screen Issue"@en, "Ticket SAV - Problème Écran Ordinateur"@fr ;
    rma:ticketNumber "TICKET-2025-11234" ;
    rma:ticketStatus "closed" ;
    rma:ticketPriority "normal" ;
    rma:ticketCreatedDate "2025-10-05T10:00:00+02:00"^^xsd:dateTime ;
    rma:ticketClosedDate "2025-10-12T17:00:00+02:00"^^xsd:dateTime ;
    
    # Product concerned
    rma:concernsProduct <https://verisav.fr/data/rma-examples/service-ticket-complete#product> ;
    
    # Requested by consumer
    rma:requestedBy <https://verisav.fr/data/rma-examples/service-ticket-complete#consumer> ;
    
    # Handled by manufacturer support
    rma:handledBy <https://verisav.fr/data/rma-examples/service-ticket-complete#support> ;
    
    # Return request (created from ticket)
    rma:hasReturnRequest <https://verisav.fr/data/rma-examples/service-ticket-complete#return> ;
    
    # Resolution
    rma:hasResolution <https://verisav.fr/data/rma-examples/service-ticket-complete#resolution> ;
    
    # Messages in conversation thread
    rma:hasMessage <https://verisav.fr/data/rma-examples/service-ticket-complete#msg1> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/service-ticket-complete#msg2> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/service-ticket-complete#msg3> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/service-ticket-complete#msg4> ;
    rma:hasMessage <https://verisav.fr/data/rma-examples/service-ticket-complete#msg5> .

<https://verisav.fr/data/rma-examples/service-ticket-complete#product>
    a dpp:ProductPassport, schema:Product ;
    schema:name "Laptop Pro 15" ;
    schema:sku "LP-15-2024" ;
    schema:brand [
        a schema:Brand ;
        schema:name "TechBrand"
    ] ;
    dpp:serialNumber "TB-LP15-2024-56789" .

<https://verisav.fr/data/rma-examples/service-ticket-complete#consumer>
    a schema:Person ;
    schema:name "Jean Dupont" ;
    schema:email "jean.dupont@example.com" .

<https://verisav.fr/data/rma-examples/service-ticket-complete#support>
    a schema:Organization ;
    schema:name "TechBrand Support" ;
    schema:url "https://support.techbrand.example" .

<https://verisav.fr/data/rma-examples/service-ticket-complete#return>
    a rma:ReturnRequest ;
    rma:returnRequestNumber "RMA-2025-04567" ;
    rma:returnReason "defective" ;
    rma:returnRequestDate "2025-10-08T11:00:00+02:00"^^xsd:dateTime ;
    rma:returnRequestStatus "completed" .

<https://verisav.fr/data/rma-examples/service-ticket-complete#resolution>
    a rma:Resolution ;
    rma:resolutionType "repair" ;
    rma:resolutionDescription "Screen replaced under warranty. Product returned to customer."@en, "Écran remplacé sous garantie. Produit retourné au client."@fr ;
    rma:resolutionDate "2025-10-12T15:00:00+02:00"^^xsd:dateTime ;
    rma:resolutionStatus "applied" .

<https://verisav.fr/data/rma-examples/service-ticket-complete#msg1>
    a rma:Message ;
    rma:messageText "Hello, I have a screen issue with my laptop. The screen flickers and sometimes goes black. I bought it 3 months ago."@en, "Bonjour, j'ai un problème d'écran avec mon ordinateur portable. L'écran clignote et devient parfois noir. Je l'ai acheté il y a 3 mois."@fr ;
    rma:messageDate "2025-10-05T10:00:00+02:00"^^xsd:dateTime ;
    rma:messageType "customer_message" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/service-ticket-complete#consumer> .

<https://verisav.fr/data/rma-examples/service-ticket-complete#msg2>
    a rma:Message ;
    rma:messageText "Thank you for contacting us. Can you please try updating the graphics driver and let us know if the issue persists?"@en, "Merci de nous avoir contactés. Pouvez-vous essayer de mettre à jour le pilote graphique et nous faire savoir si le problème persiste ?"@fr ;
    rma:messageDate "2025-10-05T14:30:00+02:00"^^xsd:dateTime ;
    rma:messageType "support_response" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/service-ticket-complete#support> .

<https://verisav.fr/data/rma-examples/service-ticket-complete#msg3>
    a rma:Message ;
    rma:messageText "I already tried that and the problem persists. The screen still flickers even after driver update."@en, "J'ai déjà essayé ça et le problème persiste. L'écran clignote toujours même après la mise à jour du pilote."@fr ;
    rma:messageDate "2025-10-06T09:15:00+02:00"^^xsd:dateTime ;
    rma:messageType "customer_message" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/service-ticket-complete#consumer> .

<https://verisav.fr/data/rma-examples/service-ticket-complete#msg4>
    a rma:Message ;
    rma:messageText "Understood. Since your product is under warranty, we'll arrange a repair. Please return the laptop using the provided RMA label."@en, "Compris. Comme votre produit est sous garantie, nous allons organiser une réparation. Veuillez retourner l'ordinateur portable en utilisant l'étiquette RMA fournie."@fr ;
    rma:messageDate "2025-10-08T10:00:00+02:00"^^xsd:dateTime ;
    rma:messageType "support_response" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/service-ticket-complete#support> .

<https://verisav.fr/data/rma-examples/service-ticket-complete#msg5>
    a rma:Message ;
    rma:messageText "Perfect! I received my laptop back and the screen issue is fixed. Thank you for the excellent service!"@en, "Parfait ! J'ai reçu mon ordinateur portable et le problème d'écran est résolu. Merci pour l'excellent service !"@fr ;
    rma:messageDate "2025-10-12T16:00:00+02:00"^^xsd:dateTime ;
    rma:messageType "customer_message" ;
    rma:isInternal false ;
    rma:authoredBy <https://verisav.fr/data/rma-examples/service-ticket-complete#consumer> .