--- schema_version: "1" id: b55d859bce850fac2b2cc5cf3523a7c399bff0a3d3f4e33950d58ef247daa5a6 title: TMF621 v4 Trouble Ticket Management collection: developer version: current locale: en-us portal_url: https://docs.salesforce.com/developer/current/en-us/industries-integrations/comms/references/generated-api-specs/tmf621v4.md canonical_url: https://developer.salesforce.com/docs/industries/communications/references/tmf621v4 source_site: developer.salesforce.com content_type: documentation content_hash: 9255ff4299ad6fab9f9f7743e5e9acbb7db2eae2de37a52a57ba39e1730e41dc products: - Communications Cloud TM Forum API - Industries Integrations --- TMF621 v4 Trouble Ticket Management # TMF621 v4 Trouble Ticket Management 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 data exchange is compliant with the TM Forum's Open API specification. **Version:** v1 Protocols: https. ## Operations ### GET List All Trouble Ticket `GET /troubleTicket` This operation list or find TroubleTicket entities. #### Parameters * `fields` (query, string) Specifies the comma-separated properties to provide in the response. Accepted fields are \[name, description, priority, status, lastUpdate, ticketType, creationDate, resolutionDate, severity\] * `severity` (query, string) Specifies the filter for provided severity. The supported values are org specific and are dependent on the configuration within the org. * `ticketType` (query, string) Specifies the filter for provided Ticket Type. * `priority` (query, string) Specifies the filter for provided Priority. The supported values are org specific and are dependent on the configuration within the org. * `status` (query, string) Specifies the filter for provided Status. The supported values are org specific and are dependent on the configuration within the org. * `name` (query, string) Filter based on Name. * `description` (query, string) Filter based on description. * `offset` (query, integer) Specifies the requested index for the start of the resources to be included in the response. * `limit` (query, integer) Specifies the requested number of the resources to be included in the response. * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Namespace` (header, string) Specifies the namespace to use with the URL path. * `Domain-Name` (header, string, required) Specifies the domain name to use with the URL path received from the userinfo API. #### Responses * **200** Success Media type: `application/json`. Schema: `array of object`. Array of `object`. * `id` (_string_, required) Specifies the unique identifier of the TroubleTicket. * `href` (_string_, required) Specifies the unique reference of the TroubleTicket. _Example_ ``` [ { "channel": { "@type": "Channel", "name": "Phone" }, "relatedParty": [ { "@referredType": "Account", "name": "Burlington Textiles Corp of America", "id": "001RO000003zz9SYAQ" }, { "@referredType": "Contact", "name": "Jack Rogers", "id": "003RO00000366d5YAA" } ], "statusChangeDate": "2022-09-21T05:24:40.000Z", "name": "sample name from subject", "id": "00001020", "lastUpdate": "2022-09-21T05:24:40.000+0000", "resolutionDate": "2021-08-03T18:59:51.000+0000", "ticketType": "Electrical", "status": "Closed", "priority": "Medium", "creationDate": "2022-09-21T05:24:40.000+0000", "href": "/services/apexrest/vlocity_cmt/tmforum/troubleticket/v1/troubleticket/00001020" }, { "channel": { "@type": "Channel", "name": "Phone" }, "relatedParty": [ { "@referredType": "Account", "name": "United Oil & Gas Corp.", "id": "001RO000003zz9WYAQ" }, { "@referredType": "Contact", "name": "Stella Pavlova", "id": "003RO00000366dAYAQ" } ], "statusChangeDate": "2022-09-21T05:24:40.000Z", "name": "sample name from subject", "id": "00001021", "lastUpdate": "2022-09-21T05:24:40.000+0000", "resolutionDate": "2021-08-03T18:59:51.000+0000", "ticketType": "Structural", "status": "Closed", "priority": "High", "creationDate": "2022-09-21T05:24:40.000+0000", "href": "/services/apexrest/vlocity_cmt/tmforum/troubleticket/v1/troubleticket/00001021" }, { "attachment": [ { "name": "SampleFtest", "id": "069RO0000004R1EYAU" }, { "name": "anotherAttachemt", "id": "069RO0000004WqwYAE" } ], "channel": { "@type": "Channel", "name": "Web" }, "note": [ { "id": "00aRO000000dbgtYAA", "date": "2023-03-01T14:53:16.000+0000", "text": "This is a sample comment/Note for testing", "author": "Zainul Abidin Mulla", "@type": "CaseComment" }, { "id": "00aRO000000dbh8YAA", "date": "2023-03-02T02:05:19.000+0000", "text": "Case comment 2", "author": "Zainul Abidin Mulla", "@type": "CaseComment" }, { "id": "00aRO000000dbhDYAQ", "date": "2023-03-02T03:17:56.000+0000", "text": "putting on hold", "author": "Zainul Abidin Mulla", "@type": "CaseComment" } ], "relatedEntity": [ { "@referredType": "Asset", "name": "Galaxy M01", "id": "02iRO00000077Z0YAI" }, { "@referredType": "Product", "name": "4G Router CFS", "id": "01tRO000000XnTNYA0" } ], "relatedParty": [ { "@referredType": "Account", "name": "United Oil & Gas Corp.", "id": "001RO000003zz9WYAQ" }, { "@referredType": "Contact", "name": "Stella Pavlova", "id": "003RO00000366dAYAQ" } ], "statusChange": [ { "changeDate": "2023-03-08T18:19:07.000+0000", "status": "Escalated" }, { "changeDate": "2023-03-02T03:17:56.000+0000", "status": "On Hold" }, { "changeDate": "2023-03-02T03:13:15.000+0000", "status": "Pending" } ], "troubleTicketRelationship": [ { "relationshipType": "Parent", "id": "500RO000002K2YXYA0" } ], "statusChangeDate": "2023-03-08T18:19:07.000Z", "name": "sample name from subject", "id": "00001022", "severity": "Critical", "lastUpdate": "2023-03-11T04:05:50.000+0000", "resolutionDate": "2021-08-03T18:59:51.000+0000", "ticketType": "Electronic", "status": "Escalated", "priority": "Medium", "creationDate": "2022-09-21T05:24:40.000+0000", "description": "This is sample description for testing", "href": "/services/apexrest/vlocity_cmt/tmforum/troubleticket/v1/troubleticket/00001022" } ] ``` * **400** There was an issue with your request. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "400" reason: Invalid picklist value for :Priority ``` * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: NOT_FOUND reason: There are no matching resource. message: There are no data in system or not data for specified filters. ``` * **500** Internal server Error Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "500" reason: Internal server Error ``` ### POST Creates a TroubleTicket `POST /troubleTicket` Creates a TroubleTicket entity. #### Parameters * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Namespace` (header, string) Specifies the namespace to use with the URL path. * `Domain-Name` (header, string, required) Specifies the domain name to use with the URL path received from the userinfo API. #### Request body Media type: `application/json`. Schema: `createTroubleTicket`. Specifies the TroubleTicket to be created. _Example_ ``` { "status": "NEW", "description": "new description testing", "ticketType": "Manage Account", "priority": "High", "severity" : "Minor", "name" : "new case", "note": [ { "text": "Working on TMF12223", "author": "NA" } ], "relatedParty": [ { "id": "0018V00002YjSaRQAV", "name": "Customer Account" }, { "id": "0038V00002Xapl3QAB", "name": "Andy Young" } ], "channel": { "name": "Phone" }, "troubleTicketRelationship": [ { "id": "00001018", "relationshipType": "Parent" } ], "relatedEntity": [ { "id": "01t8V000009AKjcQAG", "name": "aProductOffering", "@referredType" : "Product" } ], "attachment": [ { "description": "Scanned disputed bill", "mimeType": "image/png", "name": "March Bill", "url": "https://mycsp.com:7070/docloader?docnum=3534555", "content": "123" } ] } ``` #### Responses * **201** Created the TroubleTicket. Media type: `application/json`. Schema: `object`. * `id` (_string_, required) Specifies the unique identifier of the TroubleTicket. * `href` (_string_, required) Specifies the unique reference of the TroubleTicket. _Example_ ``` { "attachment": [ { "id": "00P8V00001rScmgUAC", "name": "March Bill" } ], "channel": { "name": "Phone", "@type": "Channel" }, "note": [ { "text": "Working on TMF12223", "id": "00a8V00000MUcRVQA1", "date": "2023-03-29T05:30:23.000+0000", "author": "devorg devorg", "@type": "CaseComment" } ], "relatedEntity": [ { "name": "aProductOffering", "id": "01t8V000009AKjcQAG", "@referredType": "Product" } ], "relatedParty": [ { "name": "Customer Account", "id": "0018V00002YjSaRQAV", "@referredType": "Account" }, { "name": "Andy Young", "id": "0038V00002Xapl3QAB", "@referredType": "Contact" } ], "troubleTicketRelationship": [ { "relationshipType": "Parent", "id": "00001018" } ], "href": "/services/apexrest/vlocity_cmt/tmforum/troubleticket/v1/troubleticket/00002211", "ticketType": "Manage Account", "status": "New", "severity": "Minor", "priority": "High", "name": "new case", "lastUpdate": "2023-03-29T05:30:22.000+0000", "description": "new description testing", "creationDate": "2023-03-29T05:30:22.000+0000", "id": "00002211" } ``` * **400** There was an issue with your request. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "400" reason: Invalid picklist value for :Priority ``` * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: NOT_FOUND reason: There are no matching resource. message: There are no data in system or not data for specified filters. ``` * **500** Internal server Error Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "500" reason: Internal server Error ``` ### GET Retrieves a TroubleTicket by ID `GET /troubleTicket/{id}` Retrieves a TroubleTicket entity. Attribute selection is enabled for first-level attributes. #### Parameters * `id` (path, string, required) * `fields` (query, string) Specifies the comma-separated properties to provide in the response. Accepted fields are \[name, description, priority, status, lastUpdate, ticketType, creationDate, resolutionDate, severity\] * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Namespace` (header, string) Specifies the namespace to use with the URL path. * `Domain-Name` (header, string, required) Specifies the domain name to use with the URL path received from the userinfo API. #### Responses * **200** Success Media type: `application/json`. Schema: `object`. * `id` (_string_, required) Specifies the unique identifier of the TroubleTicket. * `href` (_string_, required) Specifies the unique reference of the TroubleTicket. _Example_ ``` { "attachment": [ { "name": "SampleFtest", "id": "069RO0000004R1EYAU" }, { "name": "anotherAttachemt", "id": "069RO0000004WqwYAE" } ], "channel": { "@type": "Channel", "name": "Web" }, "note": [ { "date": "2023-03-01T14:53:16.000+0000", "text": "This is a sample comment/Note for testing", "id": "00aRO000000dbgtYAA", "author": "Zainul Abidin Mulla", "@type": "CaseComment" }, { "date": "2023-03-02T02:05:19.000+0000", "text": "Case comment 2", "id": "00aRO000000dbh8YAA", "author": "Zainul Abidin Mulla", "@type": "CaseComment" }, { "date": "2023-03-02T03:17:56.000+0000", "text": "putting on hold", "id": "00aRO000000dbhDYAQ", "author": "Zainul Abidin Mulla", "@type": "CaseComment" } ], "relatedEntity": [ { "name": "Galaxy M01", "id": "02iRO00000077Z0YAI", "@referredType": "Asset" }, { "name": "4G Router CFS", "id": "01tRO000000XnTNYA0", "@referredType": "Product" } ], "relatedParty": [ { "@referredType": "Account", "name": "United Oil & Gas Corp.", "id": "001RO000003zz9WYAQ" }, { "@referredType": "Contact", "name": "Stella Pavlova", "id": "003RO00000366dAYAQ" } ], "statusChange": [ { "changeDate": "2023-03-08T18:19:07.000+0000", "status": "InProgress" }, { "changeDate": "2023-03-02T03:17:56.000+0000", "status": "Held" }, { "changeDate": "2023-03-02T03:13:15.000+0000", "status": "Pending" } ], "troubleTicketRelationship": [ { "relationshipType": "Parent", "id": "500RO000002K2YXYA0" } ], "statusChangeDate": "2023-03-08T18:19:07.000Z", "name": "00001022", "id": "00001022", "severity": "Critical", "lastUpdate": "2023-03-11T04:05:50.000+0000", "resolutionDate": "2021-08-03T18:59:51.000+0000", "ticketType": "Manage Account", "status": "Pending", "priority": "Medium", "creationDate": "2022-09-21T05:24:40.000+0000", "description": "This is sample description for testing", "href": "/services/apexrest/vlocity_cmt/tmforum/troubleticket/v1/troubleticket/00001022" } ``` * **400** There was an issue with your request. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "400" reason: Invalid picklist value for :Priority ``` * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: NOT_FOUND reason: There are no matching resource. message: There are no data in system or not data for specified filters. ``` * **500** Internal server Error Media type: `application/json`. Schema: `Error`. _Example_ ``` code: "500" reason: Internal server Error ``` ## Schemas ### Error Shown when an API throws an error, typically with an HTTP error response code (3xx, 4xx, or 5xx). * `code` (_string_, required) Specifies the application-relevant detail defined in the API or a common list. * `reason` (_string_, required) Describes the reason for the error, which can be shown to a client user. * `message` (_string_) Describes the detailed reason for the error. ### createTroubleTicket * `name` (_string_) A string. Name of the trouble ticket, typically a short description provided by the user that create the ticket. * `description` (_string_, required) Description of the trouble or issue * `priority` (_string_) The priority of the trouble ticket and how quickly the issue should be resolved. The supported values are org specific and are dependent on the configuration within the org. * `severity` (_string_, required) The severity of the issue. Indicate the implication of the issue on the expected functionality. The supported values are org specific and are dependent on the configuration within the org. * `ticketType` (_string_, required) represent a business type of the trouble ticket e.g. incident, complain, request. The supported values are org specific and are dependent on the configuration within the org. * `attachment` (_array of object_) File(s) attached to the trouble ticket. e.g. picture of broken device, scaning of a bill or charge Includes all fields of `AttachmentRefOrValue`. * `channel` (_object_) The channel that origin the trouble ticket. The supported values are org specific and are dependent on the configuration within the org Includes all fields of `ChannelRef`. * `note` (_array of object_) The note(s) that are associated to the ticket. Includes all fields of `Note`. * `relatedEntity` (_array of object_) An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated. Includes all fields of `RelatedEntity`. * `relatedParty` (_array of object_) The related party(ies) that are associated to the ticket. Includes all fields of `RelatedParty`. * `status` (_string_) The current status of the trouble ticket. The supported values are org specific and are dependent on the configuration within the org. * `troubleTicketRelationship` (_array of object_) A list of trouble ticket relationships (TroubleTicketRelationship \[\*\]). Represents a relationship between trouble tickets Includes all fields of `TroubleTicketRelationship`. ### AttachmentRefOrValue Specifies an attachment by a value or by a reference. The attachment provides additional description of an element, such as a document, a video, or a picture. * `content` (_string_, required) Retrieves the actual contents of the attachment object, if embedded, encoded as base64. * `description` (_string_) Describes the content of the attachment. Example: `Photograph of the Product`. * `mimeType` (_string_) Specifies the attachment mime type, such as an extension file for a video, a picture, and a document. * `name` (_string_, required) Specifies the name of the attachment. * `url` (_string_) The Uniform Resource Locator, which is a web page address and a subset of URI. Example: `http://host/Content/4aafacbd-11ff-4dc8-b445-305f2215715f`. ### ChannelRef Specifies the channel to which the resource references. For example, a channel for selling product offerings or for opening a ticket for an issue. The supported values are org specific and are dependent on the configuration within the org * `name` (_string_, required) Specifies the name of the channel. * `@type` (_string_) Defines the subclass extensible name when subclassing. ### Note Provides additional information about a given entity. * `author` (_string_) Author of the note. * `date` (_datetime_) Author of the note. * `id` (_string_) Identifier of the note within its containing entity. * `text` (_string_, required) Specifies the text of the note. * `@type` (_string_) Defines the subclass entity name when subclassing. ### RelatedEntity A reference to an entity, where the type of the entity is not known in advance. * `id` (_string_, required) Specifies a unique identifier of the related party. * `name` (_string_) Specifies the name of the related entity. * `@referredType` (_string_, required) The actual type of the target instance when needed for disambiguation. ### RelatedParty Defines a party or party role that's linked to a specific entity. * `id` (_string_, required) Specifies a unique identifier of the related party. * `name` (_string_) Specifies the name of the related entity. * `@referredType` (_string_) The actual type of the target instance when needed for disambiguation. ### TroubleTicketRelationship Represents a relationship between trouble Trouble Tickets * `id` (_string_, required) Unique identifier of the Trouble Ticket * `relationshipType` (_string_) Describes the relation to the entity. The supported relationship is Parent.