The following document is the specification of the REST API for the ticket resource. It includes the model definition as well as all available operations. Possible actions are creating and retrieving a Trouble Ticket, updating the whole Trouble Ticket or only do a patch update. Furthermore the HTTP GET allows filtering.
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 originators (clients) include CRM applications, network management or fault management systems, or other trouble ticket management systems (e.g. B2B).
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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.
Trouble ticketing API manages Trouble ticket resource: - A trouble ticket represents a record used for reporting and managing the resolution of resource problems
- Main trouble ticket attributes are its description, severity, type, related dates (creation, target resolution, resolution), state, sub state and related information (change reason and change date), related parties (originator, owner, reviser, etc.) and notes
Trouble ticketing API performs the following operations on trouble ticket - Retrieval of a trouble ticket or a collection of trouble ticket depending on filter criteria
- Full update of a trouble ticket
- Partial update of a trouble ticket
- Creation of a trouble ticket
- Notification of events on Trouble Ticket:
- Ticket state change
- Ticket change
- Ticket clearance request
- Information required
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