TMF621 v5 Trouble Ticket Management API

The TMF Trouble Ticket API (TMF 621) provides a standardised client interface to Trouble Ticket Management Systems for creating, tracking and managing trouble tickets as a result of an issue or problem identified by a customer or another system.
The API supports the ability to send requests to create a new trouble ticket specifying the nature and severity of the trouble or issue as well as all necessary related information. The API also includes mechanisms to search for and update existing trouble tickets.

These changes are introduced for TMF621 v5.

• ExternalIdIdentifier is a separate sub-resource containing following fields:
  • ExternalIdentificationType
  • Id
  • Type
  • baseType
  • SchemaLocation
• Attachment can be of two kinds AttachmentRef and Attachment.
• RelatedParty has a new attribute called partyOrpartyRole with the differentiator of role and @type.
• In TroubleTIcketRelationShip @referredType is added.
• TroubleTicketSpecification sub-resource is added.
• TroubleTIcketCharacteristic sub-resource is added.
• RelatedEntity has a new attribute called entity, which has all the details related to the entity, relatedEntity has role and @type as a differentiator.
• Renamed statusChange to statusChangeHistory.

• Define Picklist values for CaseTroubleTicket.Severity and the fields TicketType, Status, Priority, `Origin in Case entity. The values passed for these attributes in post payload must be present in the system. These are not validated.
• Enable FLS read/edit for all the Case fields mentioned in the TroubleTicket resorce table for the User Profile.
• These OrgPerms are required.
  • CommsCloud
  • Cases
• The field CaseNumber is the unique identifier.
• Add pick list values for the severity field of CaseTroubleTicket object.

TMF621 v5 API uses the following URL format: {https://yourInstance.salesforce.com}/services/data/{{version}}/connect/comms/troubleticket/v5/troubleticket.

To access and use the TMF621 v5 API:

1. Read and accept the terms and conditions of usage. See Accept Terms and Enable Access.
2. Authorize and use a connected app and an OAuth 2.0 authorization flow. See Authorize Access.
3. Trigger the API call. Refer the above section for sample URL.
4. Use the TMF621 v5 API endpoints. See TMF621 v5 API Endpoints.