Before using the TMF621 v5 resource mappings, refer to the following.
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.CaseNumber is the unique identifier.severity field of CaseTroubleTicket object.| TMF Field | Field Type | TMF Definition | Is Mandatory as per TMForum? | Is Supported? | Supported Methods | Salesforce Object | Salesforce Mapping | Salesforce Description | Prerequisites |
|---|---|---|---|---|---|---|---|---|---|
| id | String | A string. Unique identifier of the trouble ticket. | No | Yes | GET | Case | Case.CaseNumber | Unique Identifier for case | NA |
| href | String | A string. Hyperlink, a reference to the trouble ticket entity. | No | Yes | GET | TMF Case URL + Case.CaseNumber | Specifies a unique referance of case | NA | |
| description | String | A string. Description of the trouble or issue. | Yes | Yes | GET, POST | Case | Case.Description | Text area containing case description | NA |
| severity | String | The severity of the issue. Indicate the implication of the issue on the expected functionality e.g. of a system, application, service etc.. Severity values can be for example : Critical, Major, Minor | Yes | Yes | GET, POST | CaseTroubleTicket.severity | Custom Picklist value specifiing case severity. Values like Critical, Major, Minor can be added to severity. | The severity value should be present as Picklist value in the Org | |
| ticketType | String | A string. represent a business type of the trouble ticket. | Yes | Yes | GET, POST | Case | Case.Type | Specifies the Business Type of the case | The ticketType value should be present as Picklist value in the Org |
| Attachment | Object | A list of attachment ref or values (AttachmentRefOrValue [*]). File(s) attached to the trouble ticket. e.g. pictur of broken device, scaning of a bill or charge. | No | Yes | GET, POST | ContentDocument | ContentDocument | Attachment(s) associated with the case | NA |
| Channel | Object | A channel reference (ChannelRef). The channel that origin the trouble ticket. | No | Yes | GET, POST | Case | Case.Origin | Specifies Case Origin | The Channel value should be present as Picklist in the Org |
| creationDate | String | A date time (DateTime). The date on which the trouble ticket was created. | No | Yes | GET | Case | Case.CreatedDate | Case created Date | NA |
| lastUpdate | String | A date time (DateTime). The date and time that the trouble ticked was last updated. | No | Yes | GET | Case | Case.LastModifiedDate | Case Last Modified Date | NA |
| Note | Object | A list of notes (Note [*]). The note(s) that are associated to the ticket. | No | Yes | GET, POST | CaseComment | CaseComment | Comment(s) associated with the case | NA |
| priority | String | A string. The priority of the trouble ticket and how quickly the issue should be resolved. Example: Critical, High, Medium, Low. The value is set by the ticket management system considering the severity, ticket type etc | No | Yes | GET, POST | Case | Case.Priority | Specifies Priority of Case | The Priority value should be present as Picklist in the Org |
| RelatedEntity | Object | A list of related entities (RelatedEntity [*]). An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated. | No | Yes | GET, POST | Asset | Asset | Asset related to the case | An existing Asset to be used |
| RelatedParty | Object | A list of related parties (RelatedParty [*]). The related party(ies) that are associated to the ticket. | No | Yes | GET, POST | Account / Contact | Account / Contact | Acount or Contact related to the Case | An existing Account / Contact to be used |
| resolutionDate | String | A date time (DateTime). The date and time the trouble ticket was resolved. | No | Yes | GET | Case | Case.ClosedDate | Case Resolution Date | NA |
| status | String | A trouble ticket status type (TroubleTicketStatusType). The current status of the trouble ticket. | No | Yes | GET, POST | Case | Case.Status | The current status of case | The Status value should be present as Picklist in the Org |
| statusChange | Object | A list of status changes (StatusChange [*]). The status change history that are associated to the ticket.Populated by the server. | No | Yes | GET | Case History | Case History | A List of status the case assumed till date | NA |
| statusChangeDate | String | A date time (DateTime). The date and time the status changed. | No | Yes | GET | Case History | Case History | Latest case status change date | NA |
| TroubleTicketRelationship | Object | A list of trouble ticket relationships (TroubleTicketRelationship [*]). A list of trouble ticket relationships (TroubleTicketRelationship [*]). Represents a relationship between trouble tickets. | No | Yes | GET, POST | Case | Case.parentId | Specifies related Parent Case | An Existing Case can be used for Parent relation |
| name | String | A string. Name of the trouble ticket, typically a short description provided by the user that create the ticket. | No | Yes | GET, POST | Case | Case.Subject | Name of the case | NA |
| ExternalIdentifier | Object | A string. Additional identifier coming from an external system. | No | Yes | CaseTroubleTicket | CaseTroubleTicket.externalId | NA | NA | |
| expectedResolutionDate | String | A date time (DateTime). The expected resolution date determined by the trouble ticket system. | No | Yes | GET, POST | CaseTroubleTicket | CaseTroubleTicket.expectedResolutionDate | NA | NA |
| @type | String | NA | Yes | Yes | NA | NA | NA | ||
| requestedResolutionDate | String | A date time (DateTime). The resolution date requested by the user. | No | Yes | GET, POST | CaseTroubleTicket | CaseTroubleTicket.RequestedResolutionDate | NA | NA |
| StatusChangeHistory | String | A string. The reason for changing the status. | No | Yes | NA | Case History | Case History | NA | NA |
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Field Name | Salesforce Description |
|---|---|---|---|---|---|---|
| @type | Yes | When sub-classing, this defines the sub-class Extensible name. | No | Yes | NA | NA |
| id | Yes | Identification of the entity within the external system. | Yes | Yes | CaseTroubleTicket.ExternalId | Represents an identifier of the external system, if this ticket is not originating from the current system. |
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Field Name | Salesforce Description |
|---|---|---|---|---|---|---|
| @type | Yes | Type of the channel | No | Yes | NA | Describes the relation to this entity. Only value supported is Parent |
| id | Yes | identifier of the channel. | Yes | Yes | Refer comments | Unique identifier of the Case |
| name | No | Name of the channel | Yes | Yes | Case.Origin | NA |
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Field Name | Salesforce Description |
|---|---|---|---|---|---|---|
| relationshipType | No | Type of the Trouble Ticket relationship. | No | Yes | NA | Describes the relation to this entity. Only value supported is Parent |
| id | Yes | Unique identifier of the Trouble Ticket. | Yes | Yes | Case.CaseNumber | Unique identifier of the Case |
| name | No | Name of the Trouble Ticket | No | Yes | NA | NA |
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Field Name | Salesforce Description |
|---|---|---|---|---|---|---|
| partyOrPartyRole.@referredType | No | The actual type of the target instance when needed for disambiguation | Yes | Yes | NA | NA |
| partyOrPartyRole.@type | Yes | A String. When sub-classing, this defines the sub-class Extensible name. | Yes | Yes | NA | NA |
| partyOrPartyRole.id | Yes | Unique identifier of a related entity | Yes | Yes | Account.Id or Contact.Id | Unique identification of Account or Contact |
| partyOrPartyRole.name | No | Name of the related entity | Yes | Yes | Account.Name or Contact.Name | Name of Account or Contact |
| role | Yes | Role played by the related party | Yes | Yes | NA | NA |
| @type | Yes | Defines for which resource result need to be mappid to | No | Yes | NA | NA |
| partyOrPartyRole.href | No | Reference of the related entity | No | Yes | NA | NA |
NOTE:
id is validated.href if passsed must be consistent with id and @referredType or @type.role has to be Account.Type or the String Contact.| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Field Name | Salesforce Description |
|---|---|---|---|---|---|---|
| entity.@referredType | Yes | The actual type of the target instance when needed for disambiguation | Yes | Yes | NA | Specifies if the RelatedEntity is Asset or Disputedbill |
| entity.id | Yes | Unique identifier of a related entity | Yes | Yes | Asset.Id | Unique idenfication of an Asset |
| entity.name | No | Name of the related entity | Yes | Yes | Asset.Name | Name of Product or Asset |
| role | Yes | The role of an entity | No | Yes | NA | NA |
| entity.href | No | Reference of the related entity | No | Yes | NA | NA |
| @type | Yes | A String. When sub-classing, this defines the sub-class Extensible name. | Yes | Yes | NA | NA |
| entity.@type | Yes | A String. When sub-classing, this defines the sub-class Extensible name. | Yes | Yes | NA | NA |
NOTE:
id is mandatory.This is mapped to Salesforce entity: CaseComment.
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Mapping | Salesforce Description |
|---|---|---|---|---|---|---|
| author | No | Author of the note | No | Yes | CreatedById | Author of the CaseComment |
| date | No | Date of the note | No | Yes | CreatedDate | Comment created Date |
| id | No | Identifier of the note within its containing entity | No | Yes | ID | Unique identification of CaseComment |
| text | Yes | Text of the note | Yes | Yes | CommentBody | Content of the comment |
| @type | No | Defines for which resource result need to be mappid to | Yes | Yes | NA | NA |
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Mapping (ContentVersion) | Salesforce Description |
|---|---|---|---|---|---|---|
| id | Yes | A string. Unique identifier for this particular attachment. | No | Yes | Id | Unique identifier for Content Version |
| url | No | A string. Uniform Resource Locator, is a web page address (a subset of URI). | Yes | Yes | ContentUrl | Url of the content |
| name | No | A string. The name of the attachment. | Yes | Yes | Title | Title of the Content Version |
| attachmentType | Yes | A string. Attachment type such as video, picture. | No | Yes | FileType | FileType for the content uploaded |
| @type | Yes | A string. The actual type of the target instance when needed for disambiguation. | No | Yes | NA | NA |
| description | No | A string. A narrative text describing the content of the attachment. | Yes | Yes | description | Description of the Content Version |
| mimeType | Yes | A string. Attachment mime type such as extension file for video, picture and document. | No | Yes | PathOnClient | mime Type |
NOTE:
id, attachmentType, mimeType, and @type in POST payload are ignored. They are automatically generated by POST method and are present in the GET method as well.This is mapped to Salesforce entity: CaseHistory.
| TMF Field Name | Is Mandatory as per TMForum? | TMF Description | Supported POST | Supported GET | Salesforce Mapping | Salesforce Description |
|---|---|---|---|---|---|---|
| status | No | Status of the troubleticket | No | Yes | CaseHistory.NewValue | status of the troubleticket |
| statusChangeDate | No | Date when the status changed from previous to current value | No | Yes | CaseHistory.CreatedDate | Date when the status changed from previous to current value |
| statusChangeReason | No | Reason for change in the status | No | No | NA | NA |
| @type | No | NA | No | Yes | NA | NA |
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