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  • 1.  TMF 621 Trouble Ticket Management-Handle SLAs around ticket resolution

    TM Forum Member
    Posted Jan 29, 2020 08:46
    Hi All

    The scenario I'm working on is when a Service Provider gets trouble tickets from its customer for the services/resources it is getting from a wholesaler.
    The Service Provider sends related ticket to the Wholesaler(via the Trouble ticket API based on TMF 621) who would work on ticket and update on status to SP accordingly.

    I want to understand how to handle the SLAs around trouble ticket resolution. Specially booking of field technicians, managing the agreed timelines, handling changes in schedule due to dependent tasks etc.

    Best,
    Anuradha

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    Anuradha Shukla

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  • 2.  RE: TMF 621 Trouble Ticket Management-Handle SLAs around ticket resolution

    TM Forum Member
    Posted Jan 30, 2020 04:02
    In this scenario, we will be treating as different level of Support . for example : - L1, L2 , L3.  The First line support will be provided by L3 . In your case that might be wholeseller.  if the issue is not resolved by L3 then it will be escalated/ assigned to L2 support team.  for each level we can define the SLA Rule considering the priority and severity of the issue.
    Each Level of Support can have SLA resolution target  timeline . Finally we can get no of off/On SLA for each Level and each assigned technical support team.

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    Ashish Sharma
    Ncell
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    Original Message


  • 3.  RE: TMF 621 Trouble Ticket Management-Handle SLAs around ticket resolution

    TM Forum Member
    Posted Jan 30, 2020 04:16
    Thanks Ashish. This helps :-)

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    Anuradha Shukla
    TDC
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    Original Message


  • 4.  RE: TMF 621 Trouble Ticket Management-Handle SLAs around ticket resolution

    TM Forum Member
    Posted Jan 30, 2020 04:33
    Its my pleasure.
    If any more info / support needed , i will be happy to support you. Based on my experience and knowledge i will help you.
    you can directly call to me on skype or cellphone

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    Ashish Sharma
    Ncell
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    Original Message