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Need Support to identify TM Forum API used to take Service Request (SR) for information and non-commercial request

  • 1.  Need Support to identify TM Forum API used to take Service Request (SR) for information and non-commercial request

    TM Forum Member
    Posted 11 days ago
    Hi Team,

    We need your support to identify which TM Forum API can be used for taking Service Request (SR) handling or customers as part of Order Management.

    By SR I mean informational and non-commercial service changes for the customer. E.g

    a. Customer 360 Related changes mainly impacting the Accounting, Billing, and collections areas
    1. Billing address Change
    2. Contact Details update
    3. Bill cycle Changes
    4. Account Name OR Ownership change
    5. Account Tax Status Changes
    6. Account linkage OR segment changes
                 7. Primary Account Currency change (for accounts operating across countries)


    b. Non-Commercial Changes
    1. Dunning Requests
    2. Account/No Safe Keeping (when the customer is moving out for )
    3. Service technology change with no commercial impact.

    I tried to see if TMF 622 Product can be adapted to support Service Request flow and Object model with the state model but feel it is an overkill for handling the SRs of customer 360 types of SRs. But potentially TMF 622 can serve the Non-commercial changes though.


    Also checked the TMF 655 change Management for the Non-commercial change handling again it looks more for handling the Resource change management need.

    Need some expert advice if TMF 622 OR TMF 655 are best for the above stated SRs OR is there an alternative TMF API for supporting these cases.

    Appreciate your support and guidance.

    Thanks & Regards
    Sameer Uppal
    7066055935

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    Thanks & Regards
    Sameer Uppal
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  • 2.  RE: Need Support to identify TM Forum API used to take Service Request (SR) for information and non-commercial request

    TM Forum Member
    Posted 9 days ago
    Hi Sameer
    I would definitely not recommend using TMF622 for your type a changes - Product Orders are for dealing with Products. Similarly Change Management is (to my understanding) intended for handling and planning major changes (on network for example).
    In general, a self-service channel would be able to invoke the APIs directly, e.g. TMF666 to update account-related stuff, TMF629 to update customer-related stuff, etc.
    If you want a structured way of tracking such requests, you could perhaps use Trouble Tickets TMF621.
    For type b, the ones relating to product could be done by product order TMF622, e.g. some dunning actions (such as suspend service), service technology change.
    Hope it helps

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    Jonathan Goldberg
    Amdocs Management Limited
    Any opinions and statements made by me on this forum are purely personal, and do not necessarily reflect the position of the TM Forum or my employer.
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  • 3.  RE: Need Support to identify TM Forum API used to take Service Request (SR) for information and non-commercial request

    TM Forum Member
    Posted 7 days ago
    thanks @Jonathan Goldberg. We will evaluate TMF621 and let you know in case any more clarification required.

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    Thanks & Regards
    Sameer Uppal
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