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Service Problem vs Trouble Ticket APIs

  • 1.  Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 17, 2020 08:21
    HI,
    Can someone help me understand the difference between the Service Problem Mgt API (TMF656) and the Trouble Ticket API (TMF 621), please?

    According to the summary on the OpenAPI table, "The SPM API is used to manage service problems. Service problems are generated based on the information declared by a partner or the event information notified from infrastructure providers." and the Trouble Ticket API "Provides a standardized client interface to Trouble Ticket Management Systems for creating, tracking and managing trouble tickets among partners as a result of an issue or problem identified by a customer or another system".

    However, sections 3.2.4-3.2.6 of the API Suite Specification for NaaS (TMF909) seem to indicate that a Consumer would use the SPM API to report problems with their service.

    What's the expected differentiation in use between the SPM API and the TT API?

    Many thanks

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    Stephen Connor
    Cortex
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  • 2.  RE: Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 17, 2020 10:10
    Referring to myself: Fools rush in where angels fear to tread  . With that prologue, my intuition is that Trouble Ticket is aimed at end-customers or other parties who are not exposed to the  CSPs' underlying network and hence not exposed to Service. Additionally, TT could be opened on issues unrelated to Service proper, such as billing complaints, handset problems, etc.

    Maybe @Johanne Mayer - as the main NaaS instigator - could c​omment on this as well.

    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: Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 18, 2020 03:36
    Many thanks, Jonathan, for the speedy response; will be interesting to hear what @Johanne Mayer has to say...

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    Stephen Connor
    Cortex
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  • 4.  RE: Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 19, 2020 03:19
    In the NaaS suite, TMF 656 Service Problem is used to report issues against the Network Service.

    Trouble Ticket is meant for End Customer to report the issues with the Customer Services. For e.g. If Customer calls the help desk and they want to report an issue, the issue will be created, investigated and managed in the form of  TMF 621 Trouble Ticket.

    A sample workflow would be,
    Customer calls and  reports a Trouble Ticket (TMF 621) against the Customer Service > L1/L2 Support team investigate the Trouble Ticket and found that root cause is with one of the underlying network service > reports a TMF 656 Service Problem with Network Service for resolution

    Infrastructure provider identifies an issue with infrastructure > reports as a TMF 656 Service Problem on the Network Services running on the Infrastructure

    Hope this clarifies.




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    Varun Nair
    Telstra Corporation
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  • 5.  RE: Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 19, 2020 06:56
    Thanks Varun.

    My interpretation of that would be that the SPM API is a purely internal interface within a service provider, then. Would that be a correct understanding?

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    Stephen Connor
    Cortex
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  • 6.  RE: Service Problem vs Trouble Ticket APIs

    TM Forum Member
    Posted Jun 21, 2020 19:44
    The SPM API is exposed for network services, therefore by default, it is internal to the Service Provider.
    From an integration point of view, the BSS of the Service provider interacts with these APIs.

    However, there may be a scenario where Partner BSS platforms or Managed Service Providers may integrate directly with these APIs.

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    Varun Nair
    Telstra Corporation
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