Open APIs

I'm currently integrating an email channel with our trouble ticketing process using the TMF621 Trouble Ticket Management API (v5.0), and I'm trying to determine the best way to link incoming or outgoing emails to a specific trouble ticket.

Some of the things I'm trying to figure out:

• What is the recommended way to store or reference an email (e.g., message ID, subject, sender) within a trouble ticket?

• Would it be appropriate to use the note field to log email content?

• Is there a standard pattern or best practice for storing metadata about the email (e.g., message ID, thread ID)?

• Would extending the resource with an emailReference object be the preferred way in this case?

The goal is to maintain traceability between the ticket and the related emails - both for internal records and for providing context in customer support workflows.

I'd appreciate any suggestions or examples from those who have tackled something similar!

Thanks

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Anja Martinović-Olovčić
ZIRA Ltd.
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I don't think there is something about email but what I can share is what I used to do:

a "trouble request" is created

each ticket has a list of activities

activities can be tasks for an technician, internal or external communication (email, slack message, log message, whatever source of data).

each email would have the ticket number in the subject field and also in the email body.

this is to say that the trouble ticket entity itself has zero information related to emails.

TMF621 resource model doesn't seem to have activity sub-resources, so I don't know how you would track all communications, tasks, actions etc for each trouble ticket.

notes doesn't sound like a scalable and flexible solution.

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Kind regards,

Matthieu Hattab
Digital Sales Domain Architect
Lyse Tele AS
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