UpdateTicketService-post

post

UpdateTicketService-post

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.

Resource URL

 
Environment URL
Production

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

Test

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

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.
verizonTicketNumber
* required
string(13)Verizon Ticket Number.
transactionType
* required
string(50)Indicate the action being requested.
Available options: addComment, crossReferenceTicket, reqEscalation, reqCloseCancel, confirmFixVerified, reOpen, addAttachment.
transactionType: addComment
comment
* required
string(8000)Add comment to an existing Verizon ticket number.
transactionType: crossReferenceTicket
customerTicketNumber
* required
string(30)Provide customer ticket number in response to Verizon initiated ticket.
Note: can be used any time to update the customer ticket number unless the Verizon ticket is closed. This is a required field to ensure the ticket is eBonded.
transactionType: reqEscalation
comment
* required
string(8000)Request an escalation of the ticket. Doesn't change Priority. Provide a reason for escalation. One escalation allowed every 60 minutes.
transactionType: reqCloseCancel
comment
* required
string(8000)When a ticket cancellation is needed (before ticket is resolved or closed). Not Allowed when Verizon ticket is in RESOLVED/CLOSED Status.
transactionType: confirmFixVerified
comment
* required
string(8000)Once Verizon resolves the Ticket, customer can confirm that the fix is working. If customer doesn't confirm, then ticket auto closes in 24hrs.
transactionType: reOpen
comment
optional
string(8000)Reopen a resolved ticket if the issue persists. If the ticket is in any other status than resolved, this request will generate an error.
transactionType: addAttachment
attachmentFile (binary)
* required
string(8000)Send the attachment as a binary base64 and actual file as a binary string.
attachmentFilename
* required
string(8000)To add attachment(s) to an existing Verizon ticket number. Filename along with the file extension [allowed file extensions pdf, doc, docx, xls, xlsx, ppt, pptx, pps, ppsx, vsd, txt, jpg, jpeg].
comment
* required
string(8000)Comments provided in addAttachment.
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.
verizonTicketNumber
* required
string(13)Verizon Ticket Number.
transactionType
* required
string(50)Indicate the action being requested.
Available options: addComment, crossReferenceTicket, reqEscalation, reqCloseCancel, confirmFixVerified, reOpen, addAttachment.
transactionType: addComment
comment
* required
string(8000)Add comment to an existing Verizon ticket number.
transactionType: crossReferenceTicket
customerTicketNumber
* required
string(30)Provide customer ticket number in response to Verizon initiated ticket.
Note: can be used any time to update the customer ticket number unless the Verizon ticket is closed. This is a required field to ensure the ticket is eBonded.
transactionType: reqEscalation
comment
* required
string(8000)Request an escalation of the ticket. Doesn't change Priority. Provide a reason for escalation. One escalation allowed every 60 minutes.
transactionType: reqCloseCancel
comment
* required
string(8000)When a ticket cancellation is needed (before ticket is resolved or closed). Not Allowed when Verizon ticket is in RESOLVED/CLOSED Status.
transactionType: confirmFixVerified
comment
* required
string(8000)Once Verizon resolves the Ticket, customer can confirm that the fix is working. If customer doesn't confirm, then ticket auto closes in 24hrs.
transactionType: reOpen
comment
optional
string(8000)Reopen a resolved ticket if the issue persists. If the ticket is in any other status than resolved, this request will generate an error.
transactionType: addAttachment
attachmentFile (binary)
* required
string(8000)Send the attachment as a binary base64 and actual file as a binary string.
attachmentFilename
* required
string(8000)To add attachment(s) to an existing Verizon ticket number. Filename along with the file extension [allowed file extensions pdf, doc, docx, xls, xlsx, ppt, pptx, pps, ppsx, vsd, txt, jpg, jpeg].
comment
* required
string(8000)Comments provided in addAttachment.
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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