---
schema_version: "1"
id: 37586914b2b8c91ac3d6a6485f821243d38a2299767fb4ef274a9d1152fc3bb8
title: TMF621 v5 Trouble Ticket Management API
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/industries-integrations/comms/guides/TMF621/TMF621v5.md
canonical_url: https://developer.salesforce.com/docs/industries/communications/guide/TMF621v5.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: 4f01c9d436c6f7e5fc2825df2498258f43a793fbb970662419640fe7e75c140d
products:
  - Communications Cloud TM Forum API
  - Industries Integrations
---
# TMF621 v5 Trouble Ticket Management API

The TMF Trouble Ticket API (TMF 621) provides a standardised client interface to Trouble Ticket Management Systems for creating, tracking and managing trouble tickets as a result of an issue or problem identified by a customer or another system.  
The API supports the ability to send requests to create a new trouble ticket specifying the nature and severity of the trouble or issue as well as all necessary related information. The API also includes mechanisms to search for and update existing trouble tickets.

These changes are introduced for TMF621 v5.

- ExternalIdIdentifier is a separate sub-resource containing following fields:
  - ExternalIdentificationType
  - Id
  - Type
  - baseType
  - SchemaLocation
- Attachment can be of two kinds AttachmentRef and Attachment.
- RelatedParty has a new attribute called partyOrpartyRole with the differentiator of role and @type.
- In TroubleTIcketRelationShip @referredType is added.
- TroubleTicketSpecification sub-resource is added.
- TroubleTIcketCharacteristic sub-resource is added.
- RelatedEntity has a new attribute called entity, which has all the details related to the entity, relatedEntity has role and @type as a differentiator.
- Renamed statusChange to statusChangeHistory.

The Trouble Ticket Management API is certified by TM Forum.

![Certification](https://developer.salesforce.com/media/APIBadge.GOLDwNewLogo.png '{"class": "image-md"}')

**note:** - For TMF Open API release and specification version, see [Industry API Version](https://developer.salesforce.com/docs/industries/communications/industry_api_version.md).

## Access Methods

For the Spring'26 and Summer'26 releases, TMF621 v5 API can be accessed using either of the following methods.

- **Mule Gateway:** Access API through standard MuleSoft endpoints. For sample URLs, payloads, and parameter descriptions, see [Reference](https://developer.salesforce.com/docs/industries/communications/references/tmf621v5?meta=Summary) section for details on TMF621 v5 MuleSoft endpoints.
- **Direct Access:** Bypass Mule Gateway using Connect/Apex REST endpoints.
  - See [TMF621 v5 Use Cases](https://developer.salesforce.com/docs/industries/communications/guide/TMF621v5-use-cases.html) section for sample URLs and payloads.
  - See [TMF621 v5 Resource Mappings](https://developer.salesforce.com/docs/industries/communications/guide/tmf621_v5_resource_mapping.html) section for parameter descriptions.

**important:** Starting from the Winter ’27 release, only the Direct Access option will be supported. The MuleSoft gateway option will be deprecated, and customers must update their integrations to use the Connect/Apex REST endpoints for continued access to the inbound APIs.

## Available In

This API is available in the managed package and Salesforce platform.

## Prerequisites

- 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.

## Extensibility

For extensibility features, see [Extensibility for TMF621 v5 Trouble Ticket Management](https://developer.salesforce.com/docs/industries/communications/Extensibility/TMF621_extensibility.md).

## Sample Apex URL (Direct Access Method)

TMF621 v5 API uses the following URL format:
`{https://yourInstance.salesforce.com}/services/data/{{version}}/connect/comms/troubleticket/v5/troubleticket`.

## Use TMF621 v5 API

To access and use the TMF621 v5 API:

1. Authorize and use a connected app and an OAuth 2.0 authorization flow. See [Authorize Access](https://developer.salesforce.com/docs/industries/communications/authorization.md).
2. Trigger the API call. Refer the above section for sample URL.
3. Use the TMF621 v5 API endpoints.
   - See [TMF621 v5 Use Cases](https://developer.salesforce.com/docs/industries/communications/guide/TMF621v5-use-cases.html) section for sample URLs and payloads.
   - See [TMF621 v5 Resource Mappings](https://developer.salesforce.com/docs/industries/communications/guide/tmf621_v5_resource_mapping.html) section for parameter descriptions.