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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 | PH-TP002 | queryTroubleTicketDetails | GET ticket | PH-TP002.1 | responseTroubleTicketDetails | HTTP response to GET | | 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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