Salesforce UX API

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TMF-621 Incident Creation

/{businessId}/troubleTicket

To create incidents in Invgate from salesforce.

URL

https://nonprod.esb.cloud.lla.com/test/sfdc-ux/sfdc-ux/v1/{businessId}/troubleTicket

Base Uri Param

name	type	description	required
businessId	string	Expected: HN,CO,CR,SV,GT,DO,TT,BB,JM,AG,AI,DM,GD,LC,VC,TC,MS,VG	Y

name	type	description	required
client_id	string	Client Id value for Client Id Enforcement policy. Environment Specific Value. Eg: 6f0ed16a7b494d76b2d60e05bc3b3332	Y
client_secret	string	Client secret value for Client Id Enforcement policy. Environment Specific Value, eg: e4CD4D43449846aA9D8Cb9c43fAd324a	Y
X-Correlation-ID	string	This is a unique identifier. Could be uuid value, Min 16 Characters Example: 644e1dd7-2a7f-18fb-b8ed-ed78c3F92c2b	N

Body Definitions

name	type	description	required
@type	string	Default: NetworkTroubleTicket	Y
name	string	Name of the incident	Y
creationDate	string	Incident Creation date	N
description	string	Description of incident	N
priority	string	Priority of incident. Expected:Low,Medium,High,Critical,Urgent	Y
relatedEntity[].id	string	Assert Id's	N
relatedEntity[].name	string	Pass Key of service impacted ex:IPData,FVoice etc please refer below details for Service Impacted	N
relatedEntity[].role	string	Default: ServiceImpacted	N
relatedEntity[].@referredType	string	Default: Service	N
relatedParty[].@referredType	string	Default:Individual	Y
relatedParty[].id	string	Creator Id	Y
relatedParty[].role	string	Default:creator	Y
relatedParty[].@referredType	string	Default:Individual	Y
relatedParty[].id	string	Customer Id	Y
relatedParty[].role	string	Default: user	Y
relatedParty[].@referredType	string	Default:Individual	Y
relatedParty[].id	string	Custom Field- Key of Affected OpCo(s) Ex: CWC,LibertyCR	N
relatedParty[].name	string	Custom Field - Name of Affected OpCo(s) Ex: Liberty Caribbean,Liberty CR	N
relatedParty[].role	string	Default: Affected OpCo	N
severity	string	Severity of incident. Expected: Critical,High,Medium,Low	N
ticketType	string	Type of incident Expected: Incident,Service Request,Question,Problem,Change Request,Major Incident	Y
troubleTicketCharacteristic[].name	string	name of the characteristic	Y
troubleTicketCharacteristic[].value	string	value of characteristic	Y
note[].id	string	worklog id	N
note[].text	string	worklog description	N
note[].@type	string	Default : Note	N
attachment[].id	string	Worklog Id	N
attachment[].mimeType	string	Type of attachment	N
attachment[].name	string	Name of attachment	N
attachment[].content	string	Base64 content of attachment	N
attachment[].attachmentType	string	If the attachments are 1. incident -> "IncidentAttachments" 2. ChangeRequest -> "CRAttachments" 3. ServiceRequest-> "SRAttachments" 4. Worklog -> "WorklogAttachments"	N
attachment[].@referredType	string	Default : Attachment	N

Characteristics Name

characteristic name	type	description	required
Category	string	Category associated with the VNOC incident process	Y
Impact	string	Provides impact of incident	N
SuscribersAffected	number	Number of subscribers affected by this incident	N
Tool	string	Monitoring Tools	N
sfIncidentId	string	Salesforce incident Id	Y

Sample Request

{
    "@type": "NetworkTroubleTicket",
    "creationDate": "2021-05-18T08:06:03.73-04:00",
    "description": "",
    "name": "",
    "priority": "High",
    "relatedEntity": [
        {
            "@referredType": "Service",
            "id":"",
            "name": "Entertainment",
            "role": "ServiceImpacted"
        }
    ],
    "relatedParty": [
        {
            "@referredType": "Individual",
            "id": "9866",
            "role": "creator"
        },
        {
            "@referredType": "Individual",
            "id": "9176",
            "role": "user"
        },
        {
            "@referredType": "Organization",
            "id": "CWC",
            "name": "Liberty Caribbean",
            "role": "Affected OpCo"
        }
    ],
    "severity": "High",
    "ticketType": "incident",
    "troubleTicketCharacteristic": [
        {
            "name": "Category",
            "value": "206"
        },
        {
            "name": "Impact",
            "value": "1"
        },
        {
            "name": "SuscribersAffected",
            "valueType": "number",
            "value": 100000
        },
        {
            "name": "Tool",
            "value": "Tektronix"
        },
        {
            "name": "sfIncidentId",
            "value": "654645678"
        }

    ],
    "note":[
      {
         "id":"",
         "text":"This is quite important, please approach me as soon as possible",
         "@type":"Note"
      }
   ],
   "attachment": [
          {
            "id":"",
            "mimeType": "image/png",
            "name": "ModemImage.png",
            "content": "<base64 content>",
            "attachmentType": "IncidentAttachments",
            "@referredType": "Attachment"
          },
          {
            "id":"",
            "mimeType": "text/plain",
            "name": "ModemImage1.txt",
            "content": "<base64 content>",
            "attachmentType": "WorklogAttachments",
            "@referredType": "Attachment"
          }
    ]
}

Success Response

{
    "id":"654326",
    "@type": "NetworkTroubleTicket",
    "creationDate": "2021-05-18T08:06:03.73-04:00",
    "description": "",
    "name": "",
    "priority": "High",
    "relatedEntity": [
        {
            "@referredType": "Service",
               "id":"Entertainment",
            "name": "Entertainment",
            "role": "ServiceImpacted"
        }
    ],
    "relatedParty": [
        {
            "@referredType": "Individual",
            "id": "9866",
            "role": "creator"
        },
        {
            "@referredType": "Individual",
            "id": "9176",
            "role": "user"
        },
        {
            "@referredType": "Organization",
            "id": "CWC",
            "name": "Liberty Caribbean",
            "role": "Affected OpCo"
        }
    ],
    "severity": "High",
    "ticketType": "incident",
    "troubleTicketCharacteristic": [
        {
            "name": "Category",
            "value": "206"
        },
        {
            "name": "Impact",
            "value": "1"
        },
        {
            "name": "SuscribersAffected",
            "valueType": "number",
            "value": 100000
        },
        {
            "name": "Tool",
            "value": "Tektronix"
        },
        {
            "name": "sfIncidentId",
            "value": "654645678"
        }

    ],
    "note":[
      {
         "id":"",
         "text":"This is quite important, please approach me as soon as possible",
         "@type":"Note"
      }
   ],
   "attachment": [
          {
            "id":"",
            "mimeType": "image/png",
            "name": "ModemImage.png",
            "content": "<base64 content>",
        "attachmentType": "IncidentAttachments",
            "@referredType": "Attachment"
          },
          {
             "id":"",
            "mimeType": "text/plain",
            "name": "ModemImage.txt",
            "content": "<base64 content>",
       "attachmentType": "WorklogAttachments",
            "@referredType": "Attachment"
          }
    ]
}

Categories:

Categories associated with the VNOC incident process.

ID	Category
203	Report a massive failure
Outage VQA
229	ITFS
228	International
227	DID's
226	Wholesale
Outage Vnoc
212	SMB
211	Direct Routing
210	Digital Signage Scala
209	HCS
208	CCoD
207	SIP Trunking
206	MyUC

Affected OpCo(s)

Options (Name>>Key)

Name	Key
LCPR	LCPR
CWP	CWP
Liberty CR	LibertyCR
Liberty Caribbean	CWC
Liberty Networks	LibertyNetworks
Central	Central

Impact

Name	Key
Loss of service	1
Degradation/Saturation/Intermittence	2
Linear	3
No Impact	4

Service Impacted

Name	Key
Mobile	Mobile
Entertainment	Entertainment
Fixed Broadband	Fixed
IP Transit	IP Transit
IP & Data	IPData
CX	CX
Facilities	Facilities
Fixed Voice	FVoice
IT Corporate	ITCorporate
IT Infrastructure	ITInfrastructure
Transmission	Transmission
Monitoring System	MSystems
Dark Fiber	DFiber
OSS/BSS	OssBss
Unified Comunications and Colb	UnifiedCommunicationsandColb

Tools

Options (Name Key)

Name	Key
No proactive	No proactive
PRTG	PRTG
Netcool	Netcool
Cacti	Cacti
ERU	ERU
Adtran	Adtran
DVA	DVA
Nagios	Nagios
Pegasus	Pegasus
Solar Winds	Solar Winds
ViewPoint	ViewPoint
BMC	BMC
NVIEW	NVIEW
TNMS	TNMS
OMS	OMS
1350 OMS	1350 OMS
NSP	NSP
Fiberwatch	Fiberwatch
Echovault	Echovault
SOEM	SOEM
Cisco EPN Manager	Cisco EPN Manager
AOE	AOE
ENM	ENM
U2000	U2000
Disponibilidad	Disponibilidad
U2020	U2020
OneFM	OneFM
BMC ProactiveNet	BMC ProactiveNet
OSS Ericsson	OSS Ericsson
NMC2 Alcatel	NMC2 Alcatel
Enable	Enable
Disponibilidad HFC	Disponibilidad HFC
Boss portal AM Networks	Boss portal AM Networks
Tektronix Medius	Tektronix Medius
Zabbix	Zabbix
Oracle UA	Oracle UA
ServAssure NXT	ServAssure NXT
Previsor	Previsor
Safari	Safari
MCP CIENA	MCP CIENA
U31 ZTE	U31 ZTE
Xtera	Xtera
BMS	BMS

Salesforce UX API

TMF-621 Incident Creation

/{businessId}/troubleTicket

URL

Base Uri Param

Header

Body Definitions

Characteristics Name

Sample Request

Success Response

Categories:

Affected OpCo(s)

Impact

Service Impacted

Tools

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