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  • 1.  TMF656 Service Problem versus TMF621 Trouble Ticket

    TM Forum Member
    Posted 20 days ago
    Edited by Sylvain Desmarais 20 days ago
    Hello, what are the main differences between these 2 set of entities? I see that Trouble Ticket can be attached to a Service Problem but shall an end user report an issue through a Trouble Ticket or through a Service Problem? It looks like it requires a Trouble Ticket / Alarm / Performance anomaly / SLA Violation / etc to issue/trigger a Service Problem. My understanding is that TMF656 Service Problem is to share/manage issues between Service Providers and TMF621 Trouble Ticket is for customer to report an issue so more user centric. Pls clarify

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    Sylvain Desmarais
    Bell Canada
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  • 2.  RE: TMF656 Service Problem versus TMF621 Trouble Ticket

    TM Forum Member
    Posted 18 days ago
    Hi Sylvain
    I think you have capture the essence of the distinction.
    But I would add that Trouble Tickets are not confined to the service domain. A trouble ticket can be opened (typically by an end customer/user) for any problematic issue, e.g. a problem with a bill, a failure to receive a piece of equipment that was dispatched, etc.

    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: TMF656 Service Problem versus TMF621 Trouble Ticket

    TM Forum Member
    Posted 18 days ago
    Thank you @Jonathan Goldberg,

    from this diagram (eTOM 3.6.3) Problem-to-Solution: ​​https://projects.tmforum.org/wiki/display/PUB/Customer+Centric+Process+Flows+R20.0#CustomerCentricProcessFlowsR20.0-ProcessFlowsforRequest-to-Answer. The process circled in red would be of what type? TMF621 or TMF656?



    Thank you

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    Sylvain Desmarais
    Bell Canada
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  • 4.  RE: TMF656 Service Problem versus TMF621 Trouble Ticket

    TM Forum Member
    Posted 15 days ago
    The top one, in customer domain? Definitely Trouble Ticket (621). Similarly the bottom one, in Party domain.
    I am not sure about the middle two - certainly the service problem report would appear to be 656, but I don't know what to make of the resource problem, sorry.

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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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