The following diagram From NBN Co shows the generic, high level structure for a Trouble Ticket submission message.
Unlike NBNCo, TMF Ticket is atomic, that is it does NOT contain TicketItems.
NBNCo | TM Forum | Comments |
AccessSeekerInteraction | correlationId |
|
Description | description |
|
Type | type |
|
Severity | severity |
|
interactionDate | creationDate |
|
interactionDateComplete | not supported | use statusChangeDate |
plannedCompletionDate | targetResolutionDate |
|
interactionStatus | status |
|
interactionSubStatus | substatus |
|
| statusChangeReason |
|
| statusChangeDate |
|
resolvedDate | resolutionDate |
|
| Ticket.relatedParties[] | Refers to end-user, CSR, … |
TicketItem.InvolvesProduct/Service | Ticket.relatedObjects[] | Product, Service, Resource, … |
...
TT-BP001 : Assurance Ticket Proccess |
| supported |
PH-TP001 | requestTroubleTicketCreate | POST ticket |
PH-TP002 | queryTroubleTicketDetails | GET ticket |
PH-TP002.1 | responseTroubleTicketDetails | HTTP response to GET |
PH-TP004 | notifyKeepCustomerInformed | TicketChangedNotification |
PH-TP005 | notifyTroubleTicketAcknowledged | TicketStatusChangedNotification |
PH-TP006 | notifyTroubleTicketAccepted | TicketStatusChangedNotification |
PH-TP007 | notifyTroubleTicketRejected | TicketStatusChangedNotification |
PH-TP030 | requestTroubleTicketClearance | TicketClearanceRequestNotification |
PH-TP030.1 | responseTroubleTicketClearance | PATCH ticket.status ('resolved'->'closed') |
PH-TP014 | notifyTroubleTicketResolved | TicketStatusChangedNotification |
PH-TP020 | notifyInformationRequired | InformationRequiredNotification |
PH-TP022 | notifyTroubleTicketClosed | TicketStatusChangedNotification |
|
|
|
|
|
|
TT-BP003 : Query Trouble Ticket History or Details |
| supported |
PH-TP002 | queryTroubleTicketDetails | GET ticket |
PH-TP002.1 | responseTroubleTicketDetails | HTTP response to GET |
|
|
|
|
|
|
TT-BP005 : TroubleTicketAmendment |
| supported |
PH-TP011 | requestTroubleTicketAmend | PATCH ticket |
PH-TP011.1 | responseTroubleTicketAmend | HTTP response |
|
|
|
|
|
|
TT-BP006 : Trouble ticket Jeopardy |
| not supported |
PH-TP004 | notifyCustomerJeopardy | not supported |
|
|
|
|
|
|
TT-BP007 : Planned changed / hazard |
| not supported |
CM-TP001 | notifyPlannedChange | not supported |
CM-TP004 | notifyKeepCustomerInformed | not supported |
|
|
|
|
|
|
TT-BP008 : Notify Network Fault |
| not supported |
PH-TP004 | notifyTroubleTicketCreated | not supported |
|
|
|
|
|
|
TT-BP009 : RequestMoreTime |
| not supported |
PH-TP020 | notifyInformationRequired | InformationRequiredNotification |
PH-TP004 | notifyKeepCustomerInformed | TicketChangedNotification |
PH-TP025 | requestMoreTime | not supported |
PH-TP025.1 | responseMoreTime | not supported |
PH-TP026 | notifyInformationRequiredReminder | not supported |
PH-TP022 | notifyTroubleTicketClosed | TicketStatusChangedNotification |
|
|
|
|
|
|
TT-BP010 : QueryTroubleTicketAttachment |
| not supported |
PH-TP029 | queryTroubleTicketAttachment | not supported |
PH-TP029.1 | responseTroubleTicketAttachment | not supported |
| Anchor | ||||
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| Anchor | ||||
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| Anchor | ||||
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| Anchor | ||||
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| Anchor | ||||
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Version Number | Date | Release led by: | Description |
Version 1.0 | 04/15/2013 | Pierre Gauthier | First Release of Draft Version of the Document. |
Version 1.1 | 07/25/2013 | Christian Traxler | Spec Jam workshop results |
Version 1.2 | 07/26/2013 | Jérôme Hannebelle | Modifications post-spec Jam, with the addition of NBNCo support appendix. |
Version 1.3 | 2 Oct 2013 | Tina O'Sullivan (TM Forum) | Minor modifications |
Version 1.3.3 | 11 Oct 2013 | Alicja Kawecki (TM Forum) | Minor fixes to cover and footer |
Version 1.3.4 | Sept 2014 | J-L Tymen, T Ben Meriem, J Hannebelle | Re-aligned with API new template |