dxp-ux

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.
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-Lucia
    CWC-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.

    27601    Audio Issues
    27604    Channel Freezing
    27606    Missing Channels
    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
    59    LIME TV
    90    Cable Fault
    91    Loss of Channels IPTV
    92    Poor Reception IPTV
    93    Phone/Internet/TV Issues
    9328    Signal Problems
    9356    Low Signal
    94    94-TV-nPVR Library Error
    95    95-Missing/Freezing Channel

7. Applicable values for request.paylaod.priority are :

    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

8. Applicable values for request.payload.severity are :

      Major
      Minor
      Medium

9. Applicable values for request.payload.relatedEntity[].id where request.payload.relatedEntity[].name = accountType are :

   Liberate

       A   Cellular Pre-paid
       B   Business
       C   Co-owned Station
       D   Diplomat
       E   Employee
       F   CO-owned residential
       G   Government
       I   Internet
       J   Cellular Business
       K   International Bus
       L   Cell Maj acct (res)
       M   Corporate Account
       N   Cellular Corporate
       O   Browse & Talk HFONE
       P   PBX & Key System
       R   Residence
       U   Prepaid Home Fone
       V   Non-Pots Customer
       W  International Custom

   Cerillion

       RES  Residential
       BUS  Business

10. request.payload.channel.id and request.payload.channel.name should be 'FlowApp'.
11. request.payload.'@type' is mandatory and it's value should be 'IPTV'.
12. 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.
13. request.payload.troubleTicketRelationship.id and request.payload.troubleTicketRelationship.@type are mandatory.
14. request.payload.name and request.payload.description are mandatory.
15. The response.payload.id is the ticketNumber that got created.
16. The response.payload.status is always "acknowledged".
17. The response.payload.statusChange contains the updated status of the ticket.