Open APIs

​I am currently integrating from one system to the start of our TMF implementation. But cannot see any flow for re-opening a Trouble Ticket (TT). How have other people implemented this? I can see two possible flows:

1. Copy the original ticket and create a new ticket with the values of the previous TT and update any external references with the new ID.
2. Raise a TroubleTicketStatusChangeEvent and change the status of the TroubleTicketStatusType to another value, but what status?

Input or advice on this would be greatly received

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John Harrison
KCOM Group PLC
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I suggest to discuss with my colleague @Jacob Avraham, the lead for the Trouble Ticket API.

My intuitive view is that your option 2 is preferable - creating a new TT and updating all external references is fraught with peril - you cannot know which systems have stored references to the TT ID, they may or not be listening to any events that you raise, and they may not even allow update of foreign keys in their systems.​'

Perhaps for the status it is enough to set it to Open again, the TT resource model includes a history of status changes so it will be easy to see that this is a ticket that has gone through the close/reopen cycle.

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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​Many thanks for the response. I also prefer the second option but wanted to make further enquires as there is also a list of related entities which could link back to previously closed ticket. It just is not mentioned anywhere as a status flow and wanted clarification. :)

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John Harrison
KCOM Group PLC
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Original Message:
Sent: Dec 05, 2019 09:14
From: Jonathan Goldberg
Subject: Re-opening Closed Trouble Ticket

I suggest to discuss with my colleague @Jacob Avraham, the lead for the Trouble Ticket API.

My intuitive view is that your option 2 is preferable - creating a new TT and updating all external references is fraught with peril - you cannot know which systems have stored references to the TT ID, they may or not be listening to any events that you raise, and they may not even allow update of foreign keys in their systems.​'

Perhaps for the status it is enough to set it to Open again, the TT resource model includes a history of status changes so it will be easy to see that this is a ticket that has gone through the close/reopen cycle.

Hope it helps

------------------------------
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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