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, … |
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 |
Release History
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 |