Incident Management

The GetTicketListService returns the lists of tickets created or updated during the timeframe (fromDate and toDate) sent in the request. More information as follows:   This function can be scheduled to run every 15 or 30 mins to receive new tickets created by Verizon or updates to existing ticket. Schedule the GetTicketListService call every 15 or 30 mins with the “fromDate” set to the last time a successful response was received from Verizon (this will ensure no updates are missed). The “toDate” field is optional and will default to the current time if not set. The GetTicketListResponse only returns metadata of the Verizon tickets updated/created. To get more detailed information on the ticket, call the GetTicketService for each ticket returned in the GetTicketListService.

The GetTicketService returns detailed information for a particular ticket and the activities performed on the ticket. Call the GetTicketService for each of the tickets received in the GetTicketListService.

When a ticket is updated in the customer’s application, use this to share the updates with Verizon.Supports actions including: Cross Reference * required - Use this in response to the Verizon initiated ticket to provide customer ticket number.Add Comment - Send a comment, question or update to Verizon.Request Escalation - Request an escalation of a ticket (not a priority change).Request Close Cancel - Request Verizon cancel the ticket before a resolution is reached.Confirm Fix Verified - Upon ticket resolution by Verizon, provide confirmation of the fix.Add Attachment – Use this to submit an attachment to Verizon.Reopen - Reopen a resolved ticket if the issue persists.

Check the web service connectivity status.

Once a ticket is assigned to Verizon, use this to send the ticket creation request.Verizon responds with a ticket number or error on the sync response.