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Managed Entity and Task Resource Models

Example of the JSON representation of a ticket:

{
"id": "1",
"correlationId": "TT53482",
"description": "Customer complaint over last invoice.",
"severity": "Urgent",
"type": "Bills, charges or payment",
"creationDate": "2013-07-23T08:16:39.0Z",
"targetResolutionDate": "2013-07-30T10:20:01.0Z",
"status": "In Progress",
"subStatus": "Held",
"statusChangeReason": "Waiting for invoicing expert.",
"statusChangeDate": "2013-07-28T08:55:12.0Z",
"relatedParty": [
{
"href": "/customer/1234",
"role": "Originator"
},
{
"href": "/operator/1234",
"role": "Owner"
},
{
"href": "Roger Collins",
"role": "Reviser"
}
],
"relatedObject": [
{
"involvement": "Disputed",
"reference": "/invoice/1234"
},
{
"involvement": "Adjusted",
"reference": "/invoice/5678"
}
],
"note": [
{
"date": "2013-07-24T09:55:30.0Z",
"author": "Arthur Evans",
"text": "Already called the expert"
},
{
"date": "2013-07-25T08:55:12.0Z",
"author": "Arthur Evans",
"text": "Informed the originator"
}
]
}


Product Order attributes description:

Field

Description

id

Unique identifier of the trouble ticket

correlationId

Additional identifier coming from an external system

description

Description of the trouble

severity

The severity of the trouble. It can be for example : minor, major, critical

type

Type of trouble ticket

creationDate

The date on which the trouble was discovered

targetResolutionDate

Foreseen trouble resolution date

status

The current status of the Trouble Ticket

subStatus

The current sub status of the Trouble Ticket

statusChangeReason

The reason of state change

statusChangeDate

The date of state change

resolutionDate

The date on which the service was brought back to its original condition

relatedParty

Party playing a role within trouble ticket

role

Role of the party

reference

Identifier of the party

relatedObject

Objects linked with trouble ticket

involvement

 

reference

Identifier of the object

note

Extra-information about the trouble ticket

date

Date of the note

author

Author of the note

text

Text of the note



Trouble Ticket States
Following the available status values for a ticket are listed. The state graphic gives an overview of the allowed status changes.

  • Submitted
  • Rejected
  • Acknowledged
  • In Progress
    • Held
    • Pending
  • Resolved
  • Closed
  • Cancelled

Image Modified

State

Description

Submitted

The initial state of a Trouble Ticket when created by a TT originator.

Acknowledged

The Trouble Ticket was accepted and allocated a unique Trouble Ticket ID by the TT handler.

In Progress

The Trouble Ticket was validated by the TT handler and is being processed.

Resolved

The Fault indicated in the Trouble Ticket was corrected by the TT handler and acknowledgement is awaited from its originator.

Closed

The Trouble Ticket's originator has acknowledged the 'Resolved' state of the TT, or the timeframe for acknowledgement has passed without response from TT originator.

Rejected

The Trouble Ticket was rejected because it:

  • is not submitted
  • provides invalid information
  • fails to meet the Business Rules in respect of the Product which originator is raising a Trouble Ticket against
  • is otherwise defective

In Progress - Pending

TT handler is awaiting further confirmation on details of a Fault from originator before it can progress the Fault. An example is where Appointment information is required.

In Progress - Held

TT handler is confirming further details internally before completing a Trouble Ticket. An example is where TT handler for network infrastructure spare parts to progress with the Fault rectification.

UML model

Image Modified

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