dxp-ux
TroubleTicket - TMF 621
GET /troubleTicket
This usecase is used to retrieve the list of trouble tickets by sending account number as input.
URL
http://[localhost]:[port]/dxp-ux/v1/{businessId}/troubleTicketURL PARAMS
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| businessId | string | 2 letter ISO 3166 country code (PA) identifying the business unit. | Y |
Headers
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| client_id | string | The client_id identifying the channel. | Y |
| client_secret | string | Password associated with the client_id. | Y |
| X-Correlation-ID | string | Identifier that correlates HTTP request between a client and server. Any identification model (UUDI, checksum, etc.) can be used, as long as it is a unique value to differentiate a transaction. | Y |
| lob | string | The Line of Business Identifier Allowed values: FIXED | Y |
Query PARAMS
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| relatedEntity.id | string | Account number of the customer | Y (CWC) |
| relatedEntity.name | string | Name of the relatedEntity. Note: This should be sent as "BillingAccount" | Y (CWC) |
| dateTime.gte | date | To retrieve the list of trouble tickets that before this date. Expected format : yyyy-MM-dd, Eg: 2025-09-16 | N(CWC) |
| dateTime.lte | date | To retrieve the list of trouble tickets that before this date. Expected format : yyyy-MM-dd, Eg: 2025-09-30 | N(CWC) |
Data Model - Response
| field name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| id | string | Unique identifier of the trouble ticket | Y(CWC) |
| name | string | Name of the trouble ticket | Y(CWC) |
| creationDate | date-time | The date on which the trouble ticket was created | Y(CWC) |
| description | string | Description of the trouble or issue | Y(CWC) |
| lastUpdate | date-time | The date and time that the trouble ticked was last updated | N(CWC) |
| priority | string | The priority of the trouble ticket and how quickly the issue should be resolved. | N(CWC) |
| ticketType | string | Represent a business type of the trouble ticket | Y(CWC) |
| status | string | status of the trouble ticket | Y(CWC) |
| statusChangeDate | date-time | The date and time the status changed | Y(CWC) |
| statusChangeReason | string | The reason for changing the status | N(CWC) |
| resolutionDate | date-time | The date and time the trouble ticket was resolved Note: This date will be reflected once the ticket was resolved. | Y(CWC) |
| channel | object | The channel to which the resource reference to | N(CWC) |
| channel.name | string | Name of the channel | N(CWC) |
| channel.'@type' | string | When sub-classing, this defines the sub-class entity name | N(CWC) |
| note[] | array | The note(s) that are associated to the ticket | N(CWC) |
| note[].text | string | Text of the note | N(CWC) |
| @type | string | When sub-classing, this defines the sub-class entity name | N(CWC) |
Key considerations
Please find the example response in the following link - DXP-UX - GET TroubleTicket
CWC Implementation (Flow markets)
- This is implemented for Fixed lines.
This is implemented for CWC BUs
- Antigua
- British Virgin Islands
- Cayman
- Grenada
- St Kitts
- St Lucia
- Dominica
- Montserrat
- St Vincent
- Turks & Caicos
- Jamaica
- Barbados
- Trinidad & Tobago.
The tickets will be fetched from both ACUT and WFM systems for JM, while for other BU's, tickets will be fetched from the ACUT system.
- The current implementation fetches trouble tickets based on the account number.
Possible values for Ticket Status are:
- NEW
- ACKNOWLEDGED
- ASSIGNED
- CLOSED
- CREATION
- DISPATCHED
- GIVEN
- CANCELLED
- CLEARED
- FINALIZE
Possible priority values are:
- 1 - High
- 2 - High
- 3 - Medium
- 4 - Medium
- 5 - Low
If the account number is invalid, the response will be an empty array, unless both the ACUT and WFM systems return an error.
- If the queryParams 'dateTime.gte' is sent then 'dateTime.lte' should also be sent and viceversa. And dateTime.gte should always be less than dateTime.lte.
- If 'dateTime.gte' and 'dateTime.lte' are not provided in the queryParams then by default tickets of 6 months will be retrieved.
- Possible values for ticketType for wfm response are:
| CODE_TP_CD | CODE | CODE_DES | CODE_CHARS_MAX | CODE_CATEGORY_CD | UPDATE_COUNT | |
|---|---|---|---|---|---|---|
| 1 | SERVICE | TV | IPTV Service | 2 | SY | 0 |
| 2 | SERVICE | 3P | Other Suppliers Products | 2 | SY | 0 |
| 3 | SERVICE | BC | Business Consultant | 2 | SY | 0 |
| 4 | SERVICE | GM | GSM Service | 2 | SY | 0 |
| 5 | SERVICE | PW | Leased Line Service | 2 | SY | 0 |
| 6 | SERVICE | TP | Voice | 2 | SY | 0 |
| 7 | SERVICE | DV | IPTV | 2 | SY | 0 |
| 8 | SERVICE | DS | DSL | 2 | SY | 0 |
| 9 | SERVICE | DA | Data | 2 | SY | 0 |
| 10 | SERVICE | CL | Cloud | 2 | SY | 0 |
POST /troubleTicket
- This operation allows to create a trouble ticket.
- This is implemented for CWC BUs (AI,AG,VG,KY,DM,GD,JM,MS,KN,LC,VC,TC,TT,BB).
URL
https://[localhost]:[port]/dxp-ux/v1/{businessId}/troubleTicketURL PARAMS
| name | type | description | required |
|---|---|---|---|
| businessId | string | 2 letter ISO 3166 country code (TT, BB, JM, PA, PR etc.) identifying the business unit. | Y |
Headers
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| client_id | string | The client_id identifying the channel. Minimum characters: 5 | Y |
| client_secret | string | Password associated with the client_id. Minimum characters: 5 | Y |
| X-Correlation-ID | string | Identifier that correlates HTTP request between a client and server. Any identification model (UUDI, checksum, etc.) can be used, as long as it is a unique value to differentiate a transaction. | Y |
Data Model - Request
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| description | string | Description of the trouble or issue | Y(CWC) |
| name | string | Name of the trouble ticket, typically a short description provided by the user that create the ticket | Y(CWC) |
| priority | string | The priority of the trouble ticket and how quickly the issue should be resolved. | Y(CWC) |
| severity | string | The severity of the issue. Indicate the implication of the issue on the expected functionality | Y(CWC) |
| ticketType | string | represent a business type of the trouble ticket Note: Should be sent as "Incident" | Y(CWC) |
| channel | object | The channel to which the resource reference to | Y(CWC) |
| channel.id | string | Unique identifier of a channel | Y(CWC) |
| channel.name | string | Name of the channel | Y(CWC) |
| relatedEntity[] | array | An entity that is related to the ticket | Y(CWC) |
| relatedEntity[].id | string | Unique identifier of a related entity | Y(CWC) |
| relatedEntity[].name | string | Name of the related entity | Y(CWC) |
| relatedEntity[].role | string | The role of an entity | N(CWC) |
| relatedEntity[].'@referredType' | string | The actual type of the target instance when needed for disambiguation | Y(CWC) |
| troubleTicketRelationship[] | array | A list of trouble ticket relationships | Y(CWC) |
| troubleTicketRelationship[].id | string | Unique identifier of the Trouble Ticket | Y(CWC) |
| troubleTicketRelationship[].name | string | Name of the Trouble Ticket | N(CWC) |
| troubleTicketRelationship[].'@type' | string | When sub-classing, this defines the sub-class entity name | Y(CWC) |
| relatedParty[] | array | The related party that are associated to the ticket. | Y(CWC) |
| relatedParty[].id | string | Unique identifier of a related entity | Y(CWC) |
| relatedParty[].name | string | Name of the related entity | Y(CWC) |
| relatedParty[].role | string | Role played by the related party | Y(CWC) |
| relatedParty[].'@referredType' | string | The actual type of the target instance when needed for disambiguation. | N(CWC) |
| @baseType | string | When sub-classing, this defines the super-class | N(CWC) |
| @type | string | When sub-classing, this defines the sub-class entity name | Y(CWC) |
relatedEntity[] subResource request and response -Data Model
| name | @referredType | description | required (mandatory-Y, optional-N, Not applicable- N/A) | examples |
|---|---|---|---|---|
| ServiceNumber | Service | The unique identifier of the customer’s subscribed telecom service | Y(CWC) | CWC: { "id": "TV00031", "name": "ServiceNumber", "role": "impactedService", "@referredType": "Service" } |
| AccountNumber | BillingAccount | A unique number assigned to the customer’s billing account. | Y(CWC) | CWC: { "id": "234450270000", "name": "AccountNumber", "role": "accountId", "@referredType": "BillingAccount" } |
| Name | BillingAccount | Name of the billing account. | Y(CWC) | CW: { "id": "AccountName", "name": "Name", "role": "account", "@referredType": "BillingAccount" } |
| AccountType | BillingAccount | Type of account | Y(CWC) | CW: { "id": "HCF-R", "name": "AccountType", "role": "account", "@referredType": "BillingAccount" } |
relatedParty[] subResource request and response -Data Model
| name | role | description | required (mandatory-Y, optional-N, Not applicable- N/A) | examples |
|---|---|---|---|---|
| reportedBy | Email address of the person who is reporting the issue | Y(CWC) | CWC: { "id": "sss@gmail.com", "name": "Email", "role": "reportedBy", "@referredType": "Individual" } | |
| Name | reportedBy | Name of the individual who raised the trouble ticket. | Y(CWC) | CWC: { "id": "Michel", "name": "Name", "role": "reportedBy", "@referredType": "Individual" } |
| Phone | reportedBy | Contact phone number of the person reporting the issue. | Y(CWC) | CW: { "id": "453242424", "name": "Phone", "role": "reportedBy", "@referredType": "Individual" } |
| contact | Email address of the customer contact who should receive updates about the ticket. | Y(CWC) | CW: { "id": "sss@gmail.com", "name": "Email", "role": "contact", "@referredType": "Individual" } | |
| Name | contact | Name of the person who should be contacted regarding the ticket. | Y(CWC) | CWC: { "id": "Michel", "name": "Name", "role": "contact", "@referredType": "Individual" } |
| Phone | contact | Primary phone number of the contact person for follow‑ups | Y(CWC) | CWC: { "id": "453242424", "name": "Phone", "role": "contact", "@referredType": "Individual" } |
troubleTicketRelationship[] subResource request and response -Data Model
| @type | description | required (mandatory-Y, optional-N, Not applicable- N/A) | examples |
|---|---|---|---|
| ReportType | Describes the type of issue reported by the customer | Y(CWC) | CWC: { "id": "9328", "name": "Signal Problems", "@type": "ReportType" } |
Data Model Response
| name | type | description | required (mandatory-Y, optional-N, Not applicable- N/A) |
|---|---|---|---|
| id | string | Unique identifier of the trouble ticket | Y(CWC) |
| creationDate | date-time | The date on which the trouble ticket was created | Y(CWC) |
| status | string | status of the trouble ticket | Y(CWC) |
| statusChange[] | array | The status change history that are associated to the ticket | Y(CWC) |
| statusChange[].changeReason | string | The reason why the status changed. | Y(CWC) |
| statusChange[].status | string | updated status of the trouble ticket | Y(CWC) |
| statusChange[].'@type' | string | When sub-classing, this defines the sub-class entity name | N(CWC) |
| description | string | Description of the trouble or issue | Y(CWC) |
| name | string | Name of the trouble ticket, typically a short description provided by the user that create the ticket | Y(CWC) |
| priority | string | The priority of the trouble ticket and how quickly the issue should be resolved. | Y(CWC) |
| severity | string | The severity of the issue. Indicate the implication of the issue on the expected functionality | Y(CWC) |
| ticketType | string | represent a business type of the trouble ticket | Y(CWC) |
| channel | object | The channel to which the resource reference to | Y(CWC) |
| channel.id | string | Unique identifier of a channel | Y(CWC) |
| channel.name | string | Name of the channel | Y(CWC) |
| relatedEntity[] | array | An entity that is related to the ticket | Y(CWC) |
| relatedEntity[].id | string | Unique identifier of a related entity | Y(CWC) |
| relatedEntity[].name | string | Name of the related entity | Y(CWC) |
| relatedEntity[].role | string | The role of an entity | N(CWC) |
| relatedEntity[].'@referredType' | string | The actual type of the target instance when needed for disambiguation | Y(CWC) |
| troubleTicketRelationship[] | array | A list of trouble ticket relationships | Y(CWC) |
| troubleTicketRelationship[].id | string | Unique identifier of the Trouble Ticket | Y(CWC) |
| troubleTicketRelationship[].name | string | Name of the Trouble Ticket | N(CWC) |
| troubleTicketRelationship[].'@type' | string | When sub-classing, this defines the sub-class entity name | Y(CWC) |
| relatedParty[] | array | The related party that are associated to the ticket. | Y(CWC) |
| relatedParty[].id | string | Unique identifier of a related entity | Y(CWC) |
| relatedParty[].name | string | Name of the related entity | Y(CWC) |
| relatedParty[].role | string | Role played by the related party | Y(CWC) |
| relatedParty[].'@referredType' | string | The actual type of the target instance when needed for disambiguation. | N(CWC) |
| @baseType | string | When sub-classing, this defines the super-class | N(CWC) |
| @type | string | When sub-classing, this defines the sub-class entity name | Y(CWC) |
Key considerations
- Please refer the examples from the following URL - DXP UX - POST TroubleTicket
LC Implementation (Flow markets):
- This is implemented for Fixed lines. So, LOB applicable is "FIXED" and applicable BSS is ACUT.
- Current Implementation is only available for TV Customers.
- 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.
- The current implementation creates trouble tickets based on the serviceNumber and accountNumber.
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
- ReportTypes applicable for CWC BUs apart from AG BU:
Applicable values for request.payload.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
- CWC BUS Apart from AG:
request.payload.severity is mandatory field and applicable values are :
- Major
- Minor
- Medium
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.
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)
Account number and Service number in the request should be sent without any prefix.
- request.payload.channel.id and request.payload.channel.name are mandatory and should be sent as 'FlowApp'.
- request.payload.'@type' is mandatory and it's value should be always 'IPTV'.
- 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.
- request.payload.troubleTicketRelationship.id and request.payload.troubleTicketRelationship.@type are mandatory.
- request.payload.name and request.payload.description are mandatory.
- request.ticketType should be always "Incident".
- If request.priority is not sent then then by default priority "4" will be assigned to the ticket.
- The response.payload.id is the ticketNumber that got created.
- The response.payload.status is always "acknowledged".
- The response.payload.statusChange contains the updated status of the ticket.
- For SuperApp-LC, the date-format is updated to include offset for the field 'response.creationDate' (example: 2026-01-06T16:22:54.210-05:00).