Broadband - Trouble Ticket API - TMF621

Status Change Reason Format

The TMF621 attribute statusChangeReasonis used to provide partners with a concise description of why the ticket status has changed and, where applicable, how a supplier has resolved the fault.

When there is both status and closure information available, the value is returned as a structured string with the following format:

Where:

• is a PXCS-standard code representing the reason for the Status change (for example, ticket moving from inProgress to pending).

• is a PXCR-standard code representing the reason for a change to the ticket (for example, supplier responding with a resoluiton code, update or note).

• is a short human-readable description of that PXC code.

• is reference to a supplier’s clear or completion code (for example, an Openreach clear code).

• is the description of that code.

Example

PXCS3003 – Awaiting Engineer Visit | NA – NA

Partners should treat statusChangeReason as read-only, except when cancelling or re-opening a ticket: the value is derived by internal ticketing flows and mappings between supplier codes and PXC-standard codes.

When is statusChangeReason populated?

• It is populated when there is sufficient information to describe the status change (for example, when a supplier sends a resolution code, or when a PXC rule sets a specific completion or status change reason).

• It may be empty for some early lifecycle states or informational updates where no meaningful reason is available.

• In some scenarios there may be no clear component (for example, where a status change is driven purely by PXC or by the partner). In those cases, the supplier part after the | may be replaced by a standard message.

Where you will see this value

• As the top-level statusChangeReason on the Trouble Ticket resource (current status reason).

• Inside statusChangeHistory[].statusChangeReason for specific historical transitions.

• In TMF621 event notifications that include the Trouble Ticket payload (for example, TroubleTicketStatusChangeEvent and TroubleTicketResolutionEvent).

PXC Status Change Reason Codes (PXCS)

Status Change Reason Code	Status Change Reason	Status
PXCS1000	Trouble ticket created successfully	Assigned
PXCS2000	Trouble ticket validation successful	Assigned
PXCS2001	Fault persists Post resolution	In Progress
PXCS2002	Fault still exists	In Progress
PXCS2003	Fault cleared partially	In Progress
PXCS2004	General Query	In Progress
PXCS3001	Automated Resolution Reported	Pending
PXCS3002	Awaiting Cancellation	Pending
PXCS3003	Awaiting Engineer Visit	Pending
PXCS3004	Awaiting Supplier Action	Pending
PXCS3005	Client Action Required	Pending
PXCS3006	Client Action Required, Book Engr Appt	Pending
PXCS3007	Client Hold	In Progress
PXCS3008	Third Party Vendor Action Reqd	In Progress
PXCS3009	Third Party Appointment Delayed	In Progress
PXCS3010	Internal PXC Resolver Group	In Progress
PXCS4000	Ticket Cancelled	In Progress
PXCS4001	Ticket Cancelled	In Progress
PXCS4002	Cancel Required EU Resolved Issue	In Progress
PXCS4003	Cancel Required EU Not Available	In Progress
PXCS4004	Cancel Required Due To Cease / Transfer/td>	In Progress
PXCS4005	Cancel Required Due To Raised In Error	In Progress
PXCS4006	Cancel Required CP Resolved Issue	In Progress
PXCS4007	Cancel Required, Client Response Not Received	In Progress
PXCS5000	Fault Resolved	In Progress
PXCS6000	Closed, Cannot Be Re-opened	In Progress

PXC Response Codes (PXCR)

PXC Clear Codes

Clear Code	Message	Chargeable?
1.1	Exchange Equipment - Analogue	No
1.2	Exchange Equipment - Digital	No
1.4	Exchange Equipment - Calling Network Features	No
1.5	Exchange Equipment - Line Circuit/Card	No
1.6	Exchange Equipment - Data Configuration	No
1.9	Exchange Equipment - Carrier or Line Concentrator	No
2.2	Common Exchange Equipment - Switch or Processor	No
2.4	Common Exchange Equipment - Data Configuration	No
2.5	Common Exchange Equipment - Peripheral equipment or Subsystems	No
2.9	Common Exchange Equipment - Power, Ringing or Pulse Supplies	No
3.1	Exchange Fault Not Found - Equipment	No
3.5	Exchange Fault Not Found - Main Distribution Frame	No
3.8	Exchange Fault Not Found - By Diagnostic Testing	No
4	Exchange Main Distribution Frame - Fault Not Found	No
4.1	Exchange Main Distribution Frame - Handover Distribution Frame Terminations or Tie Cables	No
4.2	Exchange Main Distribution Frame - Jumpers or Terminations	No
4.4	Exchange Main Distribution Frame - Terminations, Fuses or Protector Modules	No
5.1	Exchange Main Distribution Frame - Carrier or Line Concentrator	No
5.2	Exhange Main Distribution Frame - Test Access Matrix	No
7.1	Copper Overhead Network - Dropwire Pole to Customer NTP	No
7.2	Copper Overhead Network - Dropwire Pole to Customer (Excluding Lead In)	No
7.3	Copper Overhead Network - Customer Fixing to NTE	Yes
7.5	Copper Overhead Network - Dropwire Distribution Block Terminal	No
7.6	Copper Overhead Network - Dropwire in Line of Route	No
7.9	Copper Overhead Network - Line Concenrators (Pole Top)	No
16.1	End Customer Domain - Advice Given	No
16.2	End Customer Domain - Non Openreach Maintained Equipment	Yes
16.8	End Customer Domain - Access Refused Customer No Knowledge	Yes
16.9	End Customer Domain - PowerOff/Customer Battery	No
18.1	Communication Provider Domain - Insufficient Time Related Charge Banding	Yes
18.2	Communication Provider Domain - Network Uplifted as part of SFI	Yes
18.3	Communication Provider Domain - Service Demonstrated Working OK	Yes
18.4	Communication Provider Domain - Issue	Yes
18.5	Communication Provider Domain - End Customer Domain Issue	Yes
20	Exchange Fibre - Optical Consolidation Rack	No
20.1	Exchange Fibre - Optical Line Termination Common Control card	No
20.2	Exchange Fibre - Optical Line Termination Card towards CP	No
20.3	Exchange Fibre - Optical Line Termination Card towards Openreach Cabinet	No
20.4	Exchange Fibre - Optical Line Termination Card towards Openreach Splitter	No
20.5	Exchange Fibre - Fibres Cleaned at Headend	No
20.6	Exchange Fibre - Fibres Reseated at Headend	No
20.7	Exchange Fibre - Small Form-factor Pluggable Replaced	No
20.8	Exchange Fibre - Small Form-factor Pluggable Reseated	No
20.9	Exchange Fibre - Headend Environmental Common Card/Sensor	No
21	Openreach Equipment - VDSL Cable Harness	No
21.1	Openreach Equipment - VDSL Card Reseated	No
21.2	Openreach Equipment - VDSL Card Replaced	No
21.4	Openreach Equipment - End Customers Port Resynced	No
21.5	Openreach Equipment - Common Control Card Replaced	No
21.6	Openreach Equipment - Common Control Card Reseated	No
21.7	Openreach Equipment - Headend Environmental Common Card/Sensor	No
21.8	Openreach Equipment - DSLAM Splitters	No
21.9	Openreach Equipment - Fibre Optic Splitter	No
22.1	Openreach Power - Fan Replaced (DSLAM or Headend))	No
22.2	Openreach Power - Fan Reseated (DSLAM or Headend))	No
22.3	Openreach Power - DSLAM AC/DC Power Supply/Module Replaced	No
22.4	Openreach Power - RCD Reset	No
22.5	Openreach Power - General Power Failure in Area	No
22.6	Openreach Power - Faulty Battery Replaced	No
22.7	Openreach Power - Power Protection Components	No
22.8	Openreach Power - Battery Connector Loop Replaced	No
23.1	No TIE Cable Provided	No
23.3	FIBRES CLEANED - CABINET	No
23.4	FIBRES RESEATED - CABINET	No
23.5	CABINET SHELL	No
23.6	CHASSIS/BACKPLANE REPLACED	No
24.1	IP ADDRESS ISSUE - CABINET	No
24.2	MANAGEMENT DATA - DSLAM	No
24.3	MISSING VLAN	No
24.4	IP ADDRESS ISSUE - HEADEND	No
24.5	MANAGEMENT DATA - HEADEND	No
24.6	PORT RESET	No
24.7	DATA / VLAN CONFIGURATION	No
24.8	FTTP No fault found	No
24.9	FTTP Right when tested	No
25	DHCP - BT Networks	No
25.1	Element Manager fault - Openreach	No
25.2	Element Manager fault - BT Networks	No
25.3	GEA Cablelink Fault - BT Networks	No
25.4	Power Fault - BT Networks	No
25.5	DCN Fault - BT Networks	Yes
26.1	Multicast for GEA VLAN has been corrected and re-configured	No
51.2	FNF Visited	No
51.3	FNF Remote Clear	No
51.4	FNF By CSC Testing	No
51.9	FNF Not Visited	No
60	BT Owned Network Services / Internal Cabling & Accessories	No
60.1	Openreach owned Cable and Block wiring	No
60.3	Openreach owned Digital NTE	No
60.4	Openreach owned Digital LTE	No
60.6	Openreach owned Block Terminals, Line jack Unit / Protector	No
60.8	Customer Jumper Frames	No
60.9	Carrier Line Concentrator	No
61	Telephone Instrument and Non switch equipment	No
61.5	Instrument / Line Card Changed	No
63	Private/Rented Payphones	No
65.1	Customer owned cable block wiring	Yes
66	Facsimile	No
67	Data Comms	No
69	Broadband	No
69	REIN - Third Party source of interference	No
69.1	Modem/Router changed/Repaired	No
69.2	Service Specific front plate (SSFP) changed/repaired.	No
69.3	Fault not found (FNF)	No
69.4	Data Extension Kit Changed	No
69.5	Referred to service provider (RWT at customer premises)	No
69.9	REIN - End User source of interference	No
81	Underground (Exchange Side)	No
81.1	In Length AreaCable (Underground)	No
81.2	In Joint AreaCable (Underground)	No
81.4	Primary Cross Connection Point	No
81.7	Pair Changed from MDF-PCP	No
82	Underground (Distribution Side)	No
82	Line Concentrators	No
82.1	In Length AreaCable (Underground)	No
82.2	In Joint AreaCable (Underground)	No
82.4	Secondary Cross Connection Point	No
82.5	Block Terminal	No
82.6	Customer Lead in and Internal Termination	No
82.7	Pair Changed from Node to Node	No
82.8	Underground Copper network - Protection Unit/Jointing Post	No
83	Fibre & Radio in the Access Network	No
83	Radio	No
83.1	Exchange Fibre	No
83.2	Network Fibre Cable	No
83.3	Blown Fibre Length	Yes
83.4	Connectorised Block Terminal (CBT)	No
83.5	Intermediate Joint	No
83.6	Splitter	No
83.7	Aggregation Node	No
83.8	One per Customer Radio Plant (OpC)	No
83.9	Fibre Cabinet Fibre cabinet including Port Swap	No
84	Fibre to the Premises	No
84.1	Blown Fibre Dropwire	Yes
84.2	Fibre Dropwire Cable	No
84.3	Fibre Cable Network Termination Point (UG, OH, MDU)	No
84.4	Internal Fibre Patch Cable	No
84.5	Fibre Optical Network Termination (ONT) Point	No
84.8	Exchange Fibre SMC Resolved	No
84.9	Auto DLM Re-assessment	No
91	Small & Medium Switches & Key Systems	No
92	Big Large Business Systems	No
93	Converging Voice and Data	No
98	Desktop	No
151	Visited by Field Staff	No
151.1	RWT - Lapsed A108	Yes
151.3	RWT - Customer Premises	Yes
151.4	RWT - Local Network	No
152	Not Visited	No
152.1	RWT - By Fault Distribution Officer	No
152.2	RWT - NMC/NFU	No
152.3	RWT - By Customer Service Center	No
152.4	RWT - By Diagnostic Testing	No
171	OtherReports	No
171	Failed Provision	No
171.1	Fault found on non BT maintained modem	No
171.2	Work done under warranty	No
171.3	Fault Proved to CP equipment	Yes
171.5	Restoration of network/Select Service	No
171.8	TK & JCT Line & Terminal Equipment	No
171.9	Call Minder Fault	No
172	Other Reports	No
172.2	Customer Cancels (Advised of Charges)	No
172.3	External Damage (Non-Service affecting)	No
172.5	Third party Reports	No
172.6	Customer Advised to check own Equipment	No
172.9	Referred to other BT Depts or Contracted Maintainers	No
173	International	No
174	International	No
174.6	Other Reports	No
180	None Openreach Fault	No
180.1	Narrowband Fault	No
180.2	Inconclusive Test Result	No
180.3	No Fault Found	No
180.4	Fault Cleared	No
180.5	Issues which are not related to Openreach configuration	No