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TMF621 v5 Resource Mappings

Before using the TMF621 v5 resource mappings, refer to the following.

Constraints and Limitations

  • Define Picklist values for CaseTroubleTicket.Severity and the fields TicketType, Status, Priority, `Origin in Case entity. The values passed for these attributes in post payload must be present in the system. These are not validated.
  • Enable FLS read/edit for all the Case fields mentioned in the TroubleTicket resorce table for the User Profile.
  • These OrgPerms are required.
    • CommsCloud
    • Cases
  • The field CaseNumber is the unique identifier.
  • Add pick list values for the severity field of CaseTroubleTicket object.

TroubleTicket

TMF Field<div style="width:120px"></div> Field Type<div style="width:120px"></div> TMF Definition<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> Is Supported?<div style="width:120px"></div> Supported Methods<div style="width:120px"></div> Salesforce Object<div style="width:120px"></div> Salesforce Mapping<div style="width:120px"></div> Salesforce Description Prerequisites<div style="width:120px"></div>
id String A string. Unique identifier of the trouble ticket. No Yes GET Case Case.CaseNumber Unique Identifier for case NA
href String A string. Hyperlink, a reference to the trouble ticket entity. No Yes GET TMF Case URL + Case.CaseNumber Specifies a unique referance of case NA
description String A string. Description of the trouble or issue. Yes Yes GET, POST Case Case.Description Text area containing case description NA
severity String The severity of the issue. Indicate the implication of the issue on the expected functionality e.g. of a system, application, service etc..<br>Severity values can be for example : Critical, Major, Minor Yes Yes GET, POST CaseTroubleTicket.severity Custom Picklist value specifiing case severity. Values like Critical, Major, Minor can be added to severity. The severity value should be present as Picklist value in the Org
ticketType String A string. represent a business type of the trouble ticket. Yes Yes GET, POST Case Case.Type Specifies the Business Type of the case The ticketType value should be present as Picklist value in the Org
Attachment Object A list of attachment ref or values (AttachmentRefOrValue [*]). File(s) attached to the trouble ticket. e.g. pictur of broken device, scaning of a bill or charge. No Yes GET, POST ContentDocument ContentDocument Attachment(s) associated with the case NA
Channel Object A channel reference (ChannelRef). The channel that origin the trouble ticket. No Yes GET, POST Case Case.Origin Specifies Case Origin The Channel value should be present as Picklist in the Org
creationDate String A date time (DateTime). The date on which the trouble ticket was created. No Yes GET Case Case.CreatedDate Case created Date NA
lastUpdate String A date time (DateTime). The date and time that the trouble ticked was last updated. No Yes GET Case Case.LastModifiedDate Case Last Modified Date NA
Note Object A list of notes (Note [*]). The note(s) that are associated to the ticket. No Yes GET, POST CaseComment CaseComment Comment(s) associated with the case NA
priority String A string. The priority of the trouble ticket and how quickly the issue should be resolved. Example: Critical, High, Medium, Low. The value is set by the ticket management system considering the severity, ticket type etc No Yes GET, POST Case Case.Priority Specifies Priority of Case The Priority value should be present as Picklist in the Org
RelatedEntity Object A list of related entities (RelatedEntity [*]). An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated. No Yes GET, POST Asset Asset Asset related to the case An existing Asset to be used
RelatedParty Object A list of related parties (RelatedParty [*]). The related party(ies) that are associated to the ticket. No Yes GET, POST Account / Contact Account / Contact Acount or Contact related to the Case An existing Account / Contact to be used
resolutionDate String A date time (DateTime). The date and time the trouble ticket was resolved. No Yes GET Case Case.ClosedDate Case Resolution Date NA
status String A trouble ticket status type (TroubleTicketStatusType). The current status of the trouble ticket. No Yes GET, POST Case Case.Status The current status of case The Status value should be present as Picklist in the Org
statusChange Object A list of status changes (StatusChange [*]). The status change history that are associated to the ticket.Populated by the server. No Yes GET Case History Case History A List of status the case assumed till date NA
statusChangeDate String A date time (DateTime). The date and time the status changed. No Yes GET Case History Case History Latest case status change date NA
TroubleTicketRelationship Object A list of trouble ticket relationships (TroubleTicketRelationship [*]). A list of trouble ticket relationships (TroubleTicketRelationship [*]). Represents a relationship<br>between trouble tickets. No Yes GET, POST Case Case.parentId Specifies related Parent Case An Existing Case can be used for Parent relation
name String A string. Name of the trouble ticket, typically a short description provided by the user that create the ticket. No Yes GET, POST Case Case.Subject Name of the case NA
ExternalIdentifier Object A string. Additional identifier coming from an external system. No Yes CaseTroubleTicket CaseTroubleTicket.externalId NA NA
expectedResolutionDate String A date time (DateTime). The expected resolution date determined by the trouble ticket system. No Yes GET, POST CaseTroubleTicket CaseTroubleTicket.expectedResolutionDate NA NA
@type String NA Yes Yes NA NA NA
requestedResolutionDate String A date time (DateTime). The resolution date requested by the user. No Yes GET, POST CaseTroubleTicket CaseTroubleTicket.RequestedResolutionDate NA NA
StatusChangeHistory String A string. The reason for changing the status. No Yes NA Case History Case History NA NA

Sub-resources

ExternalIdentifier

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Field Name<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
@type Yes When sub-classing, this defines the sub-class Extensible name. No Yes NA NA
id Yes Identification of the entity within the external system. Yes Yes CaseTroubleTicket.ExternalId Represents an identifier of the external system, if this ticket is not originating from the current system.

Channel

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Field Name<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
@type Yes Type of the channel No Yes NA Describes the relation to this entity. Only value supported is Parent
id Yes identifier of the channel. Yes Yes Refer comments Unique identifier of the Case
name No Name of the channel Yes Yes Case.Origin NA

TroubleTicketRelationship

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Field Name<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
relationshipType No Type of the Trouble Ticket relationship. No Yes NA Describes the relation to this entity. Only value supported is Parent
id Yes Unique identifier of the Trouble Ticket. Yes Yes Case.CaseNumber Unique identifier of the Case
name No Name of the Trouble Ticket No Yes NA NA

RelatedParty

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Field Name<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
partyOrPartyRole.@referredType No The actual type of the target instance when needed for disambiguation Yes Yes NA NA
partyOrPartyRole.@type Yes A String. When sub-classing, this defines the sub-class Extensible name. Yes Yes NA NA
partyOrPartyRole.id Yes Unique identifier of a related entity Yes Yes Account.Id or Contact.Id Unique identification of Account or Contact
partyOrPartyRole.name No Name of the related entity Yes Yes Account.Name or Contact.Name Name of Account or Contact
role Yes Role played by the related party Yes Yes NA NA
@type Yes Defines for which resource result need to be mappid to No Yes NA NA
partyOrPartyRole.href No Reference of the related entity No Yes NA NA

NOTE:

  • Field partyOrPartyRole.id is mandatory (if this subresource is used in POST method).
  • Only field id is validated.
  • Field href if passsed must be consistent with id and @referredType or @type.
  • Field role has to be Account.Type or the String Contact.

RelatedEntity

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Field Name<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
entity.@referredType Yes The actual type of the target instance when needed for disambiguation Yes Yes NA Specifies if the RelatedEntity is Asset or Disputedbill
entity.id Yes Unique identifier of a related entity Yes Yes Asset.Id Unique idenfication of an Asset
entity.name No Name of the related entity Yes Yes Asset.Name Name of Product or Asset
role Yes The role of an entity No Yes NA NA
entity.href No Reference of the related entity No Yes NA NA
@type Yes A String. When sub-classing, this defines the sub-class Extensible name. Yes Yes NA NA
entity.@type Yes A String. When sub-classing, this defines the sub-class Extensible name. Yes Yes NA NA

NOTE:

  • Field id is mandatory.
  • Payload can have multiple assets but single asset is considered.

Note

This is mapped to Salesforce entity: CaseComment.

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Mapping<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
author No Author of the note No Yes CreatedById Author of the CaseComment
date No Date of the note No Yes CreatedDate Comment created Date
id No Identifier of the note within its containing entity No Yes ID Unique identification of CaseComment
text Yes Text of the note Yes Yes CommentBody Content of the comment
@type No Defines for which resource result need to be mappid to Yes Yes NA NA

Attachment

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Mapping<br>(ContentVersion)<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
id Yes A string. Unique identifier for this particular attachment. No Yes Id Unique identifier for Content Version
url No A string. Uniform Resource Locator, is a web page address (a subset of URI). Yes Yes ContentUrl Url of the content
name No A string. The name of the attachment. Yes Yes Title Title of the Content Version
attachmentType Yes A string. Attachment type such as video, picture. No Yes FileType FileType for the content uploaded
@type Yes A string. The actual type of the target instance when needed for disambiguation. No Yes NA NA
description No A string. A narrative text describing the content of the attachment. Yes Yes description Description of the Content Version
mimeType Yes A string. Attachment mime type such as extension file for video, picture and document. No Yes PathOnClient mime Type

NOTE:

  • Any values sent for attributes id, attachmentType, mimeType, and @type in POST payload are ignored. They are automatically generated by POST method and are present in the GET method as well.
  • ContentDocumentLink holds the link between the Case and ContentVersion/ContentDocument. ContentDocument is created along with the ContentVersion. Fetch the ContentDocumentId and insert a ContentDocumentLink.

StatusChangeHistory

This is mapped to Salesforce entity: CaseHistory.

TMF Field Name<div style="width:120px"></div> Is Mandatory as per TMForum?<div style="width:120px"></div> TMF Description<div style="width:120px"></div> Supported POST<div style="width:120px"></div> Supported GET<div style="width:120px"></div> Salesforce Mapping<div style="width:120px"></div> Salesforce Description<div style="width:120px"></div>
status No Status of the troubleticket No Yes CaseHistory.NewValue status of the troubleticket
statusChangeDate No Date when the status changed from previous to current value No Yes CaseHistory.CreatedDate Date when the status changed from previous to current value
statusChangeReason No Reason for change in the status No No NA NA
@type No NA No Yes NA NA