Assurance API

1.9.x
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Support & FAQs

To get support from our team and view the status of the APIs, view our Support page.

  1. Get Products
  2. Diagnostics
  3. Problem Reports
  4. Events

Get Products

Question

Why is a different response payload received for different product types?

Answer

The Get Product API call queries our inventory, address database, orders and problem reports. The API will return as much rich information as we have available in order to support problem resolution. The information we have available will vary by product instance.

Question

When updating the WAN configuration, what do the ipMode values mean?

Answer

The GET /products/{productid}/wan response may or may not include the optional ipMode parameter.

  • If the parameter is included, and the value is 1, then the IP mode is IPV4 only and the IPV4 attributes will be returned.
  • If the parameter is included, and the value is 3, then the IP mode includes IPV4 and IPV6. Attributes will be returned for both.
  • If the parameter is NOT included, the device is assumed to be IPV4 and IPV4 attributes will be returned.

Question

How do I update the WAN configuration when the ipMode parameter was not returned in the GET call?

Answer

When updating the WAN configuration using PUT /products/{productid}/wan, please note the following:

  • If the ipMode parameter was NOT present in the GET call then it MUST NOT be included in the PUT call. As ipV4 mode is assumed the ipV4 object MUST be present in the PUT call.
  • If the ipMode parameter was present in the GET call, then ipMode parameter MUST be present in the PUT call. If new value is 1 or 3 , then the ipV4 object MUST be included, If the new value is 3, then the ipV6 object MUST also be included.

Diagnostics

Question

When creating a new diagnostic, what happens if a diagnostic session already exists for the same product instance?

Answer

If it has been is less than one hour since the last interaction, that last interaction is reused, otherwise a new session is created.

Question

Under what circumstances should a diagnostic be cancelled?

Answer

A diagnostic session should only be cancelled if an incorrect product type has been submitted in the request.

Question

What are the expected response times for a diagnostic?

Answer

Response times will vary depending on the product type and the type of test run. Because of the asynchronous nature of the diagnostic API, there are two times to consider:

  1. The Diagnostic API which should respond within half a second.

  2. The time for the actual test to complete running, depending on the type of test. Average times are:

    • ONT Status, 10 seconds or less
    • Single Line Test, 32 seconds or less
    • Line State Diagnosis Test, 15 seconds or less
    • Electrical Test, 50 seconds or less.

Question

How will I know when the diagnostic is complete?

Answer

You will need to poll the Assurance API until status ‘Complete’ is returned. We suggest you set polling to a 10 second interval.

Problem Reports

Question

Can a problem report be submitted a without having first run a diagnostic?

Answer

No, this is a process-driven API. The diagnosis flow on the service must be completed prior to logging a fault to ensure the correct information is submitted and the problem can be resolved as quickly as possible.

Question

What happens when a problem report is submitted?

Answer

A problem ticket is submitted to our ITSM problem management system and is automatically allocated to the appropriate resolver group. A reference number is returned as part of the API response. When the problem report is submitted, the diagnostics session is completed.

Question

Howcan an appointment time be changed?

Answer

To request a change of appointment time, either submit an update to the problem report with some appointment options for Assure to select from, or depending on the status of the problem report, cancel and resubmit the problem report.

Question

What is the difference between amending and updating a problem report?

Answer

Amending a problem report enables all edible properties of the original problem to be resubmitted. Updating a problem report adds additional information to the report, for example “Tech replaced faulty card”.

Question

Can a closed problem report be amended?

Answer

No. Once a problem report is closed, a new diagnosis and problem report must be submitted.

Question

Can a second problem report be opened for the same product instance if there is already one open?

Answer

No, this is not supported as part of our BAU Assure process.

Events

Question

Can I still log a problem report if my service is effected by an event but not event related?

Answer

Yes, This is known as a secondary fault and will be processed as usual.

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