CreateTicketService-post

post

CreateTicketService-post

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.

Resource URL

 
Environment URL
Production

https://digitalconnectproxy.verizon.com:443/ServiceAssuranceTest/CreateTicketService    

Test

https://digitalconnectproxy.verizon.com:443/ServiceAssuranceTest/CreateTicketService    

Name Values Description
Content-Type

accept
(required)

Attribute Name Type Description
version
* required
string(2)Service version of the request. Example: v1 or V1.
transactionID
* required
string(50)Alpha numeric unique identifier to uniquely identify each request from the customer’s system.
customerName
* required
string(80)Customers name or operating unit reporting the issue.
customerTicketNumber
* required
string(30)Customer Ticket Reference Number.
itilTicketType
* required
string(64)Identifies the ITIL Ticket Type of the issue being reported. Set it to "Incident" for Incident Management.
category
optional
string(20)Verizon accepted CTI CATEGORY from Service Catalog. Get the complete list from Here.
type
optional
string(22)Verizon accepted CTI TYPE from Service Catalog. Get the complete list from Here.
item
* required
string(20)Below are the recommended default item values based on priority and product type.
Item value Product type Priority
Down HardCircuit or SVCManaged1
ErrorsCircuit or SVCManaged2
Dead AirSVCADVVOIP2
MonitorCircuit or SVCManaged3
NoiseSVCADVVOIP3
RFOCircuit or SVCManaged4
Change ReqSVCADVVOIP4
serviceID
* required
string(40)A service ID also may be referred to as a configuration item. The service ID populated on an incident must be a valid Verizon identifier such as a circuit ID, DNS entity name, VOIP, toll free or other phone number. The service ID is used by Verizon to determine the source of the issue and is a critical field. The service ID cannot be a generic value such as ‘phone’ or ‘data.’ Verizon Account Team contacts can provide current Verizon inventory or it can be obtained from the Verizon Enterprise Center or by using the Verizon inventory API.
serviceIDAlias
optional
booleanVZ identifier or a customers alias. Customer can set it as TRUE or FALSE.
keyword
optional
object(stirng array)Enables customers to assign ticket to a specific workgroup.
detectionDtTm
* required
object(JSON)Date and time when problem was 1st observed or when ticket was created in GMT.
priority
* required
string(1)
Priorities Priority Definitions
1Outage (Single) -- Highest
2Degraded -- High
3Non-SLA affecting -- Medium
4Planned Maintenance/No Outage/Voice WSR -- Low
impact
optional
string(50)Impact is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.
values: Critical, High, Medium, Low.
urgency
optional
string(50)Urgency is a measure of how quickly a resolution of the Incident is required.
values: Critical, High, Medium, Low.
problemSummary
* required
string(4000)Short Description of the issue.
additional Comment
optional
string(16000)Detailed description of the issue.
cpeVerified
* required
booleanConfirm if the CPE or service equipment was verified. True if customer has checked power lights and other obvious things like cable is connected, else false.
countryCode
* required
string(3)Country abbreviation from the reference list. Get the complete list from Here.
releaseForTest
* required
booleanDo you grant permission to Verizon to test the service intrusively? This may cause service disruption during the test. Set to TRUE if you agree. Priority 1 Ticket requires this be set to TRUE or ticket will be downgraded to priority 2 and testing will be scheduled for time specified.
Example:
1) Release for Test immmediately
releaseForTest=True
2) Delayed Test [if Prio 1, ticket will be downgraded to Prio 2 and tested after the scheduled time]
releaseForTest=True
releaseForTestDtTm=Time in future but not less than (currenttime+5mins) and greater than (currenttime+7 days)
3) Do NOT test [if Prio 1, ticket will be downgraded to Prio 2]
releaseForTest=False
releaseForTestDtTm
optional
object(JSON)Required only if releaseForTest is set to True. Date & time circuit can be tested by Verizon in GMT timezone.
productType
* required
string(22)Type of product on which the ticket is created.
Example: CIRCUIT, SVCMANAGED, DIAL ANI, TOLLFREE. To see all supported product & services.
Get the complete list from Here.
Attribute Name Type Description
If Product is DIALTF, then these fields are required
dialFromNumberstring(22)Example:xxx-xx-xxxx
dialToNumberstring(22)Example:xxx-xx-xxxx
originatingCountrystring(4)Example:GRB
terminatingCountrystring(4)Example:USA
If Product is DIALANI, then these fields are required
dialFromNumberstring(22)Example:xxx-xx-xxxx
dialToNumberstring(22)Example:xxx-xx-xxxx
If Product is HOSTING, then these fields are required
neidTypestring(20)Example:196.12.23.4
values: ‘U Number’, ‘MACHINE_NAME’ or ‘IP_ADDRESS’.
serviceTypestring(25)Example:Colocated Hosting
values: "Enterprise Hosting" or "Colocated Hosting".
siteAccess(Json Array)
type
* required
string''LocnA' or 'LocnZ' or 'SITE' - Local Site Contact who can provide Vz Engg access to the facility
Note: At the least, SITE type must be provided.
siteContactName
optional
stringPrimary Site Contact Name
siteContactPhone
optional
stringPrimary Site Contact Phone
altSiteContactName
optional
stringAlternate Site Contact Name
altSiteContactPhone
optional
stringAlternate Site Contact phone
day
* required
stringDay of the week for SITE. For each day of the week provide the access hours from and to.
accessHoursFrom
* required
stringTime in the day up to which the technician can enter customer's site. The accessHoursTo timeStamp should be greater than accessHoursFrom timeStamp. In GMT 24hr time (hh24:ss)
accessHoursTo
* required
stringTime in the day up to which the technician can enter customer's site. The accessHoursTo timeStamp should be greater than accessHoursFrom timeStamp. In GMT 24hr time (hh24:ss)
ticketContact(Json Array)
contactType
* required
string(100)'Primary' - Customer Primary contact Name, Generally this refers to customers central NOC Group 'Alternate' - Alternate customer contact, Generally this refers to a person on the NOC group specially assigend to the ticket
Note: Both contact types are required .
contactName
* required
string(80)Customer contact Name, For Primary give Group name, For Alternate include first and last name.
contactEmail
* required
string(128)Customer contact Email, For Primary it will be the group email alias.
contactPhone
* required
string(22)Customer contact Phone, For primary, refers to customers central NOC Group or Helpdesk Toll Free Number. For Alternate, give person's phone.
Format can be written NPA-NXX-XXXX, or as 1-NPA-NXX-XXXX when including the number 1, the long-distance trunk access code. NPA is the area code and NXX-XXXX is the subscriber number.
customerExtraInfo(Json Array)
name
optional
string(255)This object is for customer to provide any additional data that’s in addition to what Verizon has asked. Name Value/Pair concept is used for this and the array can be upto 15 pairs.
value
optional
string(4000)
Attribute Name Type Description
verizonTicketNumber string(13)The assigned Verizon ticket number.
succeeded booleanTrue on success, false on failure.
transactionID string(50)The Transaction ID that is provided as an input parameter to the message when it’s returned.
errorCode stringError code.
errorLevel stringError Level - Critical, Warning, Information.
errorMessage stringDescription of the error.
Attribute Name Type Description
version
* required
string(2)Service version of the request. Example: v1 or V1.
transactionID
* required
string(50)Alpha numeric unique identifier to uniquely identify each request from the customer’s system.
customerName
* required
string(80)Customers name or operating unit reporting the issue.
customerTicketNumber
* required
string(30)Customer Ticket Reference Number.
itilTicketType
* required
string(64)Identifies the ITIL Ticket Type of the issue being reported. Set it to "Incident" for Incident Management.
category
optional
string(20)Verizon accepted CTI CATEGORY from Service Catalog. Get the complete list from Here.
type
optional
string(22)Verizon accepted CTI TYPE from Service Catalog. Get the complete list from Here.
item
* required
string(20)Below are the recommended default item values based on priority and product type.
Item value Product type Priority
Down HardCircuit or SVCManaged1
ErrorsCircuit or SVCManaged2
Dead AirSVCADVVOIP2
MonitorCircuit or SVCManaged3
NoiseSVCADVVOIP3
RFOCircuit or SVCManaged4
Change ReqSVCADVVOIP4
serviceID
* required
string(40)A service ID also may be referred to as a configuration item. The service ID populated on an incident must be a valid Verizon identifier such as a circuit ID, DNS entity name, VOIP, toll free or other phone number. The service ID is used by Verizon to determine the source of the issue and is a critical field. The service ID cannot be a generic value such as ‘phone’ or ‘data.’ Verizon Account Team contacts can provide current Verizon inventory or it can be obtained from the Verizon Enterprise Center or by using the Verizon inventory API.
serviceIDAlias
optional
booleanVZ identifier or a customers alias. Customer can set it as TRUE or FALSE.
keyword
optional
object(stirng array)Enables customers to assign ticket to a specific workgroup.
detectionDtTm
* required
object(JSON)Date and time when problem was 1st observed or when ticket was created in GMT.
priority
* required
string(1)
Priorities Priority Definitions
1Outage (Single) -- Highest
2Degraded -- High
3Non-SLA affecting -- Medium
4Planned Maintenance/No Outage/Voice WSR -- Low
impact
optional
string(50)Impact is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.
values: Critical, High, Medium, Low.
urgency
optional
string(50)Urgency is a measure of how quickly a resolution of the Incident is required.
values: Critical, High, Medium, Low.
problemSummary
* required
string(4000)Short Description of the issue.
additional Comment
optional
string(16000)Detailed description of the issue.
cpeVerified
* required
booleanConfirm if the CPE or service equipment was verified. True if customer has checked power lights and other obvious things like cable is connected, else false.
countryCode
* required
string(3)Country abbreviation from the reference list. Get the complete list from Here.
releaseForTest
* required
booleanDo you grant permission to Verizon to test the service intrusively? This may cause service disruption during the test. Set to TRUE if you agree. Priority 1 Ticket requires this be set to TRUE or ticket will be downgraded to priority 2 and testing will be scheduled for time specified.
Example:
1) Release for Test immmediately
releaseForTest=True
2) Delayed Test [if Prio 1, ticket will be downgraded to Prio 2 and tested after the scheduled time]
releaseForTest=True
releaseForTestDtTm=Time in future but not less than (currenttime+5mins) and greater than (currenttime+7 days)
3) Do NOT test [if Prio 1, ticket will be downgraded to Prio 2]
releaseForTest=False
releaseForTestDtTm
optional
object(JSON)Required only if releaseForTest is set to True. Date & time circuit can be tested by Verizon in GMT timezone.
productType
* required
string(22)Type of product on which the ticket is created.
Example: CIRCUIT, SVCMANAGED, DIAL ANI, TOLLFREE. To see all supported product & services.
Get the complete list from Here.
Attribute Name Type Description
If Product is DIALTF, then these fields are required
dialFromNumberstring(22)Example:xxx-xx-xxxx
dialToNumberstring(22)Example:xxx-xx-xxxx
originatingCountrystring(4)Example:GRB
terminatingCountrystring(4)Example:USA
If Product is DIALANI, then these fields are required
dialFromNumberstring(22)Example:xxx-xx-xxxx
dialToNumberstring(22)Example:xxx-xx-xxxx
If Product is HOSTING, then these fields are required
neidTypestring(20)Example:196.12.23.4
values: ‘U Number’, ‘MACHINE_NAME’ or ‘IP_ADDRESS’.
serviceTypestring(25)Example:Colocated Hosting
values: "Enterprise Hosting" or "Colocated Hosting".
siteAccess(Json Array)
type
* required
string''LocnA' or 'LocnZ' or 'SITE' - Local Site Contact who can provide Vz Engg access to the facility
Note: At the least, SITE type must be provided.
siteContactName
optional
stringPrimary Site Contact Name
siteContactPhone
optional
stringPrimary Site Contact Phone
altSiteContactName
optional
stringAlternate Site Contact Name
altSiteContactPhone
optional
stringAlternate Site Contact phone
day
* required
stringDay of the week for SITE. For each day of the week provide the access hours from and to.
accessHoursFrom
* required
stringTime in the day up to which the technician can enter customer's site. The accessHoursTo timeStamp should be greater than accessHoursFrom timeStamp. In GMT 24hr time (hh24:ss)
accessHoursTo
* required
stringTime in the day up to which the technician can enter customer's site. The accessHoursTo timeStamp should be greater than accessHoursFrom timeStamp. In GMT 24hr time (hh24:ss)
ticketContact(Json Array)
contactType
* required
string(100)'Primary' - Customer Primary contact Name, Generally this refers to customers central NOC Group 'Alternate' - Alternate customer contact, Generally this refers to a person on the NOC group specially assigend to the ticket
Note: Both contact types are required .
contactName
* required
string(80)Customer contact Name, For Primary give Group name, For Alternate include first and last name.
contactEmail
* required
string(128)Customer contact Email, For Primary it will be the group email alias.
contactPhone
* required
string(22)Customer contact Phone, For primary, refers to customers central NOC Group or Helpdesk Toll Free Number. For Alternate, give person's phone.
Format can be written NPA-NXX-XXXX, or as 1-NPA-NXX-XXXX when including the number 1, the long-distance trunk access code. NPA is the area code and NXX-XXXX is the subscriber number.
customerExtraInfo(Json Array)
name
optional
string(255)This object is for customer to provide any additional data that’s in addition to what Verizon has asked. Name Value/Pair concept is used for this and the array can be upto 15 pairs.
value
optional
string(4000)
Attribute Name Type Description
verizonTicketNumber string(13)The assigned Verizon ticket number.
succeeded booleanTrue on success, false on failure.
transactionID string(50)The Transaction ID that is provided as an input parameter to the message when it’s returned.
errorCode stringError code.
errorLevel stringError Level - Critical, Warning, Information.
errorMessage stringDescription of the error.

Body Parameters


Name Values Description
body
(required)

Sample Request

 

Please login to send the sample request and get a reponse back.

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