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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.
Image Modified

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, …


The following tables list the supported/non supported processes and touchpoints as defined in
NBNCo - B2B Interaction Business Processes – Technical Specification, 02/01/2013

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 (star)

PH-TP002

queryTroubleTicketDetails

GET ticket

PH-TP002.1

responseTroubleTicketDetails

HTTP response to GET

 

(star) history not supported

 

 

 

 

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

 

 

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