--- schema_version: "1" id: 51d2fabfd657a593df0412f75f8b7241925845ae9042ba3b3fa8f4c5a1b33599 title: TMF621 v5 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/tmf621v5.md canonical_url: https://developer.salesforce.com/docs/industries/communications/references/tmf621v5 source_site: developer.salesforce.com content_type: documentation content_hash: 6b815d0bf32af0a63fd7bf1a5251ffa2aeb3504444d1f7bc4cdaaccd4928b2b6 products: - Communications Cloud TM Forum API - Industries Integrations --- TMF621 v5 Trouble Ticket Management # TMF621 v5 Trouble Ticket Management The TMF621 API allows querying, creation and deletion of Trouble Tickets. **Version:** v1 Protocols: https. ## Operations ### GET Get a List of Trouble Tickets `GET /troubleticket` Retrieves a list of Trouble Ticket entities. Attribute selection is enabled for first-level attributes - name,status,description,priority,ticketType. #### Parameters * `fields` (query, string) fields for attribute selection. supported values- name,status,description,priority,ticketType * `status` (query, string) The current status of Case * `priority` (query, string) Priority of Case * `ticketType` (query, string) Specifies the Business Type of the case * `offset` (query, integer) Specifies the requested index for the start of the resources to be included in the response. * `pageLimit` (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. * `Version` (header, string, required) Specifies the version to use with the URL path. version should be greater than or equal to v62.0 * `Domain-Name` (header, string, required) Specifies the domain name to use with the URL path received from the userinfo API. #### Responses * **200** successfully retrieved the trouble ticket list Media type: `application/json`. Schema: `array of trouble_ticket`. Array of `trouble_ticket`. * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: RECORD_NOT_FOUND reason: The specified resource ID doesn’t exist. Provide a valid resource ID and try again. ``` ### POST Create a Trouble Ticket `POST /troubleticket` Creates a Trouble Ticket entity. #### Parameters * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Version` (header, string, required) Specifies the version to use with the URL path. version should be greater than or equal to v62.0 * `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: `trouble_ticket_create`. Specifies the Trouble Ticket to be created. _Example_ ``` { "name": "summer", "ticketType": "Electrical", "priority": "High", "description": "Case description for testing", "status": "Working", "severity": "Critical", "@type" : "troubleticket", "externalIdentifier": [ { "id": "External001" } ], "channel": { "name": "Web", "id": "1" }, "note": [ { "author": "005xx000001X7q9AAC", "text": "CaseComment 1", "@type": "CaseComment" }, { "author": "005xx000001X7q9AAC", "text": "CaseComment 2" } ], "troubleTicketRelationship": [ { "id": "00001002" } ], "relatedParty": [ { "role": "Customer - Direct", "partyOrPartyRole": { "id" : "001xx000003GYiGAAW", "name": "United Oil & Gas Corp.", "@type": "PartyRef", "@referredType": "Account" }, "@type": "RelatedPartyRefOrPartyRoleRef" }, { "role": "Contact", "partyOrPartyRole": { "id" : "003xx000004WhFoAAK", "name": "Rosa", "@type": "PartyRef", "@referredType": "Contact" }, "@type": "RelatedPartyRefOrPartyRoleRef" } ], "relatedEntity": [ { "role": "Asset", "@type": "RelatedEntity", "entity":{ "id": "02ixx0000004HHiAAM", "name": "test asset", "@type": "EntityRef", "@referredType": "Asset" } } ], "attachment": [ { "description": "Scanned disputed bill", "attachmentType": "billCopy", "mimeType": "image/png", "name": "March Bill", "url": "https://mycsp.com:7070/docloader?docnum=3534555", "@type": "AttachmentRef" } ] } ``` #### Responses * **201** Created the Trouble Ticket resource. Media type: `application/json`. Schema: `trouble_ticket`. _Example_ ``` { "id": "00001094", "href": "/connect/comms/troubleticket/v5/troubleticket/00001094", "name": "summer", "ticketType": "Electrical", "priority": "High", "description": "Case description for testing", "status": "Working", "@type": "TroubleTicket", "severity": "Critical", "creationDate": "Mon Jul 15 06:56:23 GMT 2024", "lastUpdate": "Mon Jul 15 06:56:23 GMT 2024", "externalIdentifier": [ { "id": "External001", "@type": "ExternalIdentifier" } ], "channel": { "name": "Web", "id": "1", "@type": "ChannelRef" }, "note": [ { "author": "005xx000001X7q9AAC", "text": "CaseComment 1", "@type": "CaseComment" }, { "author": "005xx000001X7q9AAC", "text": "CaseComment 2", "@type": "CaseComment" } ], "troubleTicketRelationship": [ { "id": "00001002", "href": "/connect/comms/troubleticket/v5/troubleticket/00001002", "name": "Seeking guidance on electrical wiring installation for GC5060", "relationshipType": "Parent", "@type": "TroubleTicketRelationship" } ], "relatedParty": [ { "role": "Customer - Direct", "partyOrPartyRole": { "id": "001xx000003GYiGAAW", "href": "/services/data/v60.0/sobjects/Account/001xx000003GYiGAAW", "name": "United Oil & Gas Corp.", "@type": "PartyRef", "@referredType": "Account" }, "@type": "RelatedPartyRefOrPartyRoleRef" }, { "role": "Contact", "partyOrPartyRole": { "id": "003xx000004WhFoAAK", "href": "/services/data/v60.0/sobjects/Contact/003xx000004WhFoAAK", "name": "Rose Gonzalez", "@type": "PartyRef", "@referredType": "Contact" }, "@type": "RelatedPartyRefOrPartyRoleRef" } ], "relatedEntity": [ { "role": "Asset", "@type": "RelatedEntity", "entity": { "id": "02ixx0000004HHiAAM", "href": "/services/data/v60.0/sobjects/Asset/02ixx0000004HHiAAM", "name": "Test Asset", "@type": "EntityRef", "@referredType": "Asset" } } ], "attachment": [ { "name": "March Bill", "id": "069xx0000004DBYAA2", "description": "Scanned disputed bill", "attachmentType": "LINK", "mimeType": "MimeType", "url": "https://mycsp.com:7070/docloader?docnum=3534555", "@type": "AttachmentRef" } ] } ``` * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: RECORD_NOT_FOUND reason: The specified resource ID doesn’t exist. Provide a valid resource ID and try again. ``` ### GET Retrieve a Trouble Ticket `GET /troubleticket/{id}` Retrieves a Trouble Ticket entity by id. #### Parameters * `id` (path, string, required) * `fields` (query, string) fields for attribute selection. supported values- name,status,description,priority,ticketType * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Version` (header, string, required) Specifies the version to use with the URL path. version should be greater than or equal to v62.0 * `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: `trouble_ticket`. _Example_ ``` { "id": "00001002", "href": "/connect/comms/troubleticket/v5/troubleticket/00001002", "name": "Seeking guidance on electrical wiring installation for GC5060", "ticketType": "Electrical", "priority": "High", "description": "Case description for testing", "status": "Working", "@type": "TroubleTicket", "severity": "Major", "creationDate": "Wed Jul 10 15:58:07 GMT 2024", "lastUpdate": "Thu Jul 11 12:16:28 GMT 2024", "externalIdentifier": [ { "id": "External001", "@type": "ExternalIdentifier" } ], "channel": { "name": "Web", "id": "1", "@type": "ChannelRef" }, "statusChangeHistory": [ { "status": "Working", "statusChangeDate": "Thu Jul 11 08:30:59 GMT 2024", "@type": "StatusChange" } ], "note": [ { "author": "005xx000001X7q9AAC", "text": "CaseComment 1", "@type": "CaseComment" }, { "author": "005xx000001X7q9AAC", "text": "CaseComment 2", "@type": "CaseComment" } ], "troubleTicketRelationship": [ { "id": "00001000", "href": "/connect/comms/troubleticket/v5/troubleticket/00001000", "name": "Starting generator after electrical failure", "relationshipType": "Parent", "@type": "TroubleTicketRelationship" } ], "relatedParty": [ { "role": "Customer - Direct", "partyOrPartyRole": { "id": "001xx000003GYiGAAW", "href": "/services/data/v60.0/sobjects/Account/001xx000003GYiGAAW", "name": "United Oil & Gas Corp.", "@type": "PartyRef", "@referredType": "Account" }, "@type": "RelatedPartyRefOrPartyRoleRef" }, { "role": "Contact", "partyOrPartyRole": { "id": "003xx000004WhFvAAK", "href": "/services/data/v60.0/sobjects/Contact/003xx000004WhFvAAK", "name": "Stella Pavlova", "@type": "PartyRef", "@referredType": "Contact" }, "@type": "RelatedPartyRefOrPartyRoleRef" } ], "relatedEntity": [ { "role": "Asset", "@type": "RelatedEntity", "entity": { "id": "02ixx0000004HHiAAM", "href": "/services/data/v60.0/sobjects/Asset/02ixx0000004HHiAAM", "name": "Test Asset", "@type": "EntityRef", "@referredType": "Asset" } } ], "attachment": [ { "name": "export", "id": "069xx0000004C92AAE", "description": "sample description", "attachmentType": "JSON", "mimeType": "MimeType", "url": "url", "@type": "AttachmentRef" } ] } ``` * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: RECORD_NOT_FOUND reason: The specified resource ID doesn’t exist. Provide a valid resource ID and try again. ``` ### DELETE Delete a Trouble Ticket `DELETE /troubleticket/{id}` This operation allows deletion of a Trouble Ticket by id. #### Parameters * `id` (path, string, required) * `Authorization` (header, string, required) Specifies the bearer token to use for the authentication of request. * `Version` (header, string, required) Specifies the version to use with the URL path. version should be greater than or equal to v62.0 * `Domain-Name` (header, string, required) Specifies the domain name to use with the URL path received from the userinfo API. #### Responses * **204** * **404** Resource not found. Media type: `application/json`. Schema: `Error`. _Example_ ``` code: RECORD_NOT_FOUND reason: The specified resource ID doesn’t exist. Provide a valid resource ID and try again. ``` ## Schemas ### trouble\_ticket Trouble Ticket object * `href` (_string_, required) URI of the Case * `id` (_string_, required) Unique identifier of the Salesforce Case record (CaseNumber) * `name` (_string_) Subject of the Case * `@type` (_string_, required) Type of the TMF Entity e.g. TroubleTicket * `description` (_string_, required) Description of the Case * `severity` (_string_, required) Custom Picklist value specifiing case severity. Sample value include Critical, Major, Minor. * `ticketType` (_string_, required) Specifies the Business Type of the case * `priority` (_string_) Specifies Priority of Case * `status` (_string_) The current status of case * `creationDate` (_string_) Case created Date * `lastUpdate` (_string_) Case Last Modified Date * `resolutionDate` (_string_) Case Resolution Date * `statusChangeDate` (_string_) Latest case status change date * `expectedResolutionDate` (_string_) The Expected Resolution Date of CaseTroubleTicket * `requestedResolutionDate` (_string_) The Requested Resolution Date of CaseTroubleTicket * `statusChangeHistory` (_array of object_) A List of status the case assumed till date Includes all fields of `statusChangeHistoryRef`. * `attachment` (_array of object_) Specifies the Attachment(s) associated with Case Includes all fields of `attachmentRef`. * `relatedParty` (_array of object_) Account/Contact associated with Case Includes all fields of `relatedPartyRef`. * `channel` (_object_) Specifies Case Origin Includes all fields of `channelRef`. * `note` (_array of object_) Comment(s) associated with the case Includes all fields of `noteRef`. * `relatedEntity` (_array of object_) Product or Asset related to the case Includes all fields of `relatedEntityRef`. * `troubleTicketRelationship` (_array of object_) Specifies related Parent Case Includes all fields of `troubleTicketRelationshipRef`. * `externalIdentifier` (_array of object_) External Id associated with CaseTroubleTicket Includes all fields of `externalIdentifierRef`. ### 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. ### trouble\_ticket\_create Trouble Ticket creation object * `name` (_string_) Subject of the Case * `description` (_string_, required) Description of the Case * `severity` (_string_, required) Custom Picklist value specifing case severity. Sample value include Critical, Major, Minor. * `ticketType` (_string_, required) Specifies the Business Type of the case. The values passed in post payload must be defined as one of the picklist value. * `priority` (_string_) Specifies Priority of Case. The values passed in post payload must be defined as one of the picklist value. * `status` (_string_) The current status of Case. The values passed in post payload must be defined as one of the picklist value. * `expectedResolutionDate` (_string_) The Expected Resolution Date of CaseTroubleTicket * `requestedResolutionDate` (_string_) The Requested Resolution Date of CaseTroubleTicket * `attachment` (_array of object_) Attachment(s) associated with the case Includes all fields of `attachmentRef_create`. * `relatedParty` (_array of object_) Acount or Contact related to the Case Includes all fields of `relatedPartyRef_create`. * `channel` (_object_) Specifies Case Origin Includes all fields of `channelRef_create`. * `note` (_array of object_) Comment(s) associated with the case Includes all fields of `noteRef_create`. * `relatedEntity` (_array of object_) Product or Asset related to the case Includes all fields of `relatedEntityRef_create`. * `troubleTicketRelationship` (_array of object_) Specifies related Parent Case Includes all fields of `troubleTicketRelationshipRef_create`. * `externalIdentifier` (_array of object_) External Id associated with CaseTroubleTicket Includes all fields of `externalIdentifierRef_create`. ### statusChangeHistoryRef * `status` (_string_) Status of the troubleticket * `statusChangeDate` (_string_) Date when the status changed from previous to current value * `@type` (_string_, required) String value of 'StatusChange' ### attachmentRef * `id` (_string_, required) Unique identifier for Content Version * `attachmentType` (_string_, required) FileType for the content uploaded * `url` (_string_) Url of the content * `mimeType` (_string_, required) Will have static value of MimeType * `name` (_string_) Title of the Content Version * `@type` (_string_, required) String value 'AttachmentRef' * `description` (_string_) Description of the Content Version ### relatedPartyRef * `role` (_string_, required) Value should be Account.Type or Contact * `@type` (_string_, required) Value should be RelatedPartyRefOrPartyRoleRef * `partyOrPartyRole` (_object_) Id and name of relatedParty Includes all fields of `partyOrPartyRoleRef`. ### channelRef * `id` (_string_, required) Unique identifier of the Channel * `name` (_string_) Origin of Case * `@type` (_string_, required) Describes the relation to this entity. Only value supported is Parent ### noteRef * `text` (_string_) Content of the comment * `author` (_string_) Author of the CaseComment * `@type` (_string_, required) String value 'CaseComment' * `date` (_string_) Comment created Date * `id` (_string_) Unique identification of CaseComment ### relatedEntityRef * `role` (_string_, required) The role of an entity * `@type` (_string_, required) Value of 'RelatedEntity' * `entity` (_object_, required) Product or Asset Includes all fields of `entityRef`. ### troubleTicketRelationshipRef * `id` (_string_, required) Unique identifier of the Parent Case * `relationshipType` (_string_, required) Describes the relation to this entity. Only value supported is Parent * `@type` (_string_, required) String value 'TroubleTicketRelationship' * `href` (_string_) sObject identifer * `name` (_string_) Subject of the Parent Case ### externalIdentifierRef * `id` (_string_, required) ExternalId of CaseTroubleTicket * `@type` (_string_, required) String value of 'ExternalIdentifier' ### attachmentRef\_create * `url` (_string_, required) Url of the content * `mimeType` (_string_) Will have static value of MimeType * `name` (_string_, required) Title of the Content Version * `@type` (_string_) String value 'AttachmentRef' * `description` (_string_, required) Description of the Content Version * `attachmentType` (_string_) FileType for the content uploaded ### relatedPartyRef\_create * `role` (_string_, required) Value should be Account.Type or Contact * `@type` (_string_, required) Value should be RelatedPartyRef Or PartyRoleRef * `partyOrPartyRole` (_object_) Id and name of relatedParty Includes all fields of `partyOrPartyRoleRef_create`. ### channelRef\_create * `id` (_string_, required) Unique identifier of the Channel * `name` (_string_) Origin of Case * `@type` (_string_) Describes the relation to this entity. Only value supported is Parent ### noteRef\_create * `text` (_string_, required) Content of the comment * `author` (_string_) Author of the CaseComment * `@type` (_string_) String value 'CaseComment' ### relatedEntityRef\_create * `role` (_string_, required) The role of an entity * `@type` (_string_, required) Value of 'RelatedEntity' * `entity` (_object_, required) Product or Asset Includes all fields of `entityRef_create`. ### troubleTicketRelationshipRef\_create * `id` (_string_, required) Unique identifier of the Parent Case * `relationshipType` (_string_) Describes the relation to this entity. Only value supported is Parent * `@type` (_string_) String value 'TroubleTicketRelationship' ### externalIdentifierRef\_create * `id` (_string_, required) ExternalId of CaseTroubleTicket * `@type` (_string_) String value of 'ExternalIdentifier' ### partyOrPartyRoleRef * `id` (_string_, required) Unique identification of Account or Contact * `name` (_string_) Name of Account or Contact * `@type` (_string_, required) Value of PartyRef * `@referredType` (_string_) Value should be 'Account' or 'Contact' * `href` (_string_) Href of Account or Contact ### entityRef * `id` (_string_, required) Unique idenfication of an Asset * `name` (_string_) Name of Product or Asset * `@type` (_string_, required) Value of 'EntityRef' * `@referredType` (_string_) Specifies if the RelatedEntity is Asset or Disputedbill ### partyOrPartyRoleRef\_create * `id` (_string_, required) Unique identification of Account or Contact * `name` (_string_) Name of Account or Contact * `@type` (_string_) Value of PartyRef * `@referredType` (_string_, required) Value should be 'Account' or 'Contact' ### entityRef\_create * `id` (_string_, required) Unique idenfication of an Asset * `name` (_string_) Name of Product or Asset * `@type` (_string_) Value of 'EntityRef' * `@referredType` (_string_, required) Specifies if the RelatedEntity is Asset or Disputedbill