The Trouble ticketing API provides a standardized client interface to Trouble Ticket Management Systems for creating, tracking and managing trouble tickets among partners as a result of an issue or problem identified by a customer or another system. Examples of Trouble Ticket API clients include CRM applications, network management or fault management systems, or other trouble ticket management systems (e.g. B2B).
The API supports the ability to send requests to create a new trouble ticket specifying the nature and severity of the trouble as well as all necessary related information. The API also includes mechanisms to search for and update existing trouble tickets. Notifications are defined to provide information when a ticket has been updated, including status changes. A basic set of states of a trouble ticket has been specified to handle ticket lifecycle management.
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