# TMF621 v5 Resource Mappings
Before using the TMF621 v5 resource mappings, refer to the following.
## Constraints and Limitations
- 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.
## TroubleTicket
| 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](#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](#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](#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](#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](#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](#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](#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](#statuschangehistory) | String | A string. The reason for changing the status. | No | Yes | NA | Case History | Case History | NA | NA |
## Sub-resources
### ExternalIdentifier
| 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. |
### Channel
| 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 |
### TroubleTicketRelationship
| 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 |
### RelatedParty
| 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:**
- Field partyOrPartyRole.id is mandatory (if this subresource is used in POST method).
- Only field `id` is validated.
- Field `href` if passsed must be consistent with `id` and `@referredType` or `@type`.
- Field `role` has to be Account.Type or the String `Contact`.
### RelatedEntity
| 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:**
- Field `id` is mandatory.
- Payload can have multiple assets but single asset is considered.
### Note
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 |
### Attachment
| 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:**
- Any values sent for attributes `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.
- ContentDocumentLink holds the link between the Case and ContentVersion/ContentDocument. ContentDocument is created along with the ContentVersion. Fetch the ContentDocumentId and insert a ContentDocumentLink.
### StatusChangeHistory
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 |