POST /troubleTicket
Key considerations for CWC (flow markets)
1. This is implemented for Fixed lines. So, LOB applicable now is "FIXED" and applicable BSS is only ACUT. Current Implementation is only available for TV Customers.
2. This is implemented for CWC BUs CWC-Anguilla(AI)CWC-Antigua(AG)CWC-British Virgin Islands (BVI)(VG)CWC-Cayman(KY)CWC-Dominica(DM)CWC-Grenada(GD)CWC-Jamaica(JM)CWC-Montserrat(MS)CWC-St Kitts(KN)CWC-St-LuciaCWC-StVincent(VC)CWC-Turks&Caicos(TKI)(TC)CWC-Trinidad & Tobago
3. For AG , the tickets will be created at BS ACUT instance. As of now, we don't have any test instance to test the changes for AG. We have already raised this with relevant team and if we don't get the test instance, then we may need to raise an RFC to point to prod instance and test this particular scenario.
4. The current implementation creates trouble tickets based on the serviceNumber and accountNumber.
5. For sample response refer example acut_create_trouble_ticket_response.
6. Applicable ReportTypes(request.payload.troubleTicketRelationship[].id and request.payload.troubleTicketRelationship[].name) for TV are below. If the reportType value is not from below values then a dummy ticket will be created at ACUT. So, only below values should be passed.
**ReportTypes applicable for CWC BUs apart from AG BU:**
111 Barbados Installs
17 Ntwk Migration
50 MyFlow Online Billing Access
52 Broadband over Cable TV
53 Loss of Cable TV DMX Channel.
54 Digital Box/No Service
55 Loss of FM service CATV
56 Loss of Channels CATV
57 Poor Reception CATV
58 SLU Cable TV (Only Applicable for St Lucia)
59 LIME TV
74 Drop Wire Issue
77 Billing Issue Irresolvable
78 Service Address Not Found in Cerillion
79 Provisioning Error
91 Loss of Channels IPTV
92 Poor Reception IPTV
93 Phone/Internet/TV Issues
94 TV-nPVR Library Error
95 Missing/Freezing Channel
27601 Audio Issues
27602 Bill View Issues
27603 Caller ID Issues
27604 Channel Freezing
27605 Fast Fwd/Rewind Issues
27606 Missing Channels
27607 No Reception
27608 Poor Reception
27609 Scrambling
27610 Set Top Box
`**Report Types applicable for AG BU:**`
B70P Other
I01 Channels Down
I02 General Query
I03 Incorrect Channels
I04 Multiple Channels Down
I05 Pixelation
I06 Single Channel Down
I07 Sim Card Error
I08 VOD Issue
I09 Access Error
I10 Incorrect Audio
I11 Blank EPG
I12 IP Overlay
I13 STB Not in Middleware
I14 Wrong Channel Language
I15 NPVR Library Full
I16 Chip Sim Mismatch
I17 FlowToGo
I18 Faulty STB
I19 Faulty Cables
MP03 Slow Speed
MP04 IP Address Unreachable
7. Applicable values for request.paylaod.priority are:
CWC BUS Apart from AG:
1 - Immediate Response
2 - Critical Response
3 - Urgent Response
4 - Rapid Response
5 - Respond ASAP
6 - ESCALATION GREEN
7 - Residential
8 - Residential
9 - Warm Transfer
N - Residential
AG BU:
1 - Immediate Response
2 - Critical Response
3 - Urgent Response
4 - Rapid Response
5 - Respond ASAP
6 - ESCALATION GREEN
N - Residential
8. request.payload.severity is mandatory field and applicable values are :
Major
Minor
Medium
9. Applicable values for request.payload.relatedEntity[].id where request.payload.relatedEntity[].name = accountType are :
JAM(Cerillion) - HFC-R
GND(Cerillion) - HFC-R
BAR(Cerillion) - CRM_RES
SLU(Cerillion) - HFC-R
SVD(Cerillion) - HFC-R
TRI(Cerillion) - HFC-R
JAM(Liberate) - R
DOM(Liberate) - RES
SKN(Liberate) - RES
TCI(Liberate) - RES
AXA(Liberate) - RES
BVI(Liberate) - RES
CAY(Liberate) - RES
ANU(Amdocs) - HFC-R
As of now as this ticket creation is only applicable for Residential, what ever the value ESB recieve we will not consider that and we will only consider the above values for ticket creation.
10. Below BUs are out of scope or not Applicable for Ticket Creation:
Antigua(Cerillion)
Barbados(Liberate)
Greneda(Liberate)
StVincent(Liberate)
StLucia(Liberate)
Antigua(Liberate)
Montserrat(Liberate)
11. Simply pass the account and service number in the request without any prefix.
12. request.payload.channel.id and request.payload.channel.name should be 'FlowApp'.
13. request.payload.'@type' is mandatory and it's value should be always 'IPTV'.
14. All the objects in request.payload.relatedParty and request.payload.relatedEntity are mandatory. Of them,request.payload.relatedParty.id , request.payload.relatedParty.name , request.payload.relatedParty.role, request.payload.relatedEntity.id , request.payload.relatedEntity.name, request.payload.relatedEntity.@referredType are mandatory.
15. request.payload.troubleTicketRelationship.id and request.payload.troubleTicketRelationship.@type are mandatory.
16. request.payload.name and request.payload.description are mandatory.
17. request.ticketType should be always "Incident".
18. The response.payload.id is the ticketNumber that got created.
19. The response.payload.status is always "acknowledged".
20. The response.payload.statusChange contains the updated status of the ticket.