Product and Services

Getting started

1) Understand APIs

The Explore section also has the "API documentation" link which provides details on the API request/response parameters,sample requests and URLs.

2) Register

Developers can register to the site by clicking on the "Register" button on the screen. After registration the user will have to be approved by Verizon to gain access to site.

A logged in user also has access to test APIs on the web site. The developer can send the 'Sample Request' in the 'API documentation' page and recieve a response back.

3) Request credentials for 'Test' environment.

All the Verizon API resources are protected using 2 Way SSL + Basic Auth.

Once logged into the site , go to the "Develop" section and click on the "New Subscription". The developer can only subscribe to APIs in the test environment.

Subscriptions to APIs in test environment are auto approved. When a developer subscribes to an API , they are provided with the client id / secret required to invoke the API resources.

4) Onboard Company Admin

A company admin is a CPNI (Customer Proprietary Network Information) authorized contact for the customer's account. Only the identified Company Admin users will have access to request/obtain the production credentials. All other users (also identified as developers) can only obtain credentials for the test environment.

Company Admin users can be onboarded by the Verizon Account team only. Please contact your account team to identify and onboard a company admin.

5) Request credentials for 'Production' environment.

The company admin can now login and subscribe to APIs in the production environment.

All production subscriptions needs to be approved by Verizon.

Learn about Service Management

What is Service Management?

Service Management, refers to a B2B software interface which automates the data exchange between two business applications. Changes in transactional data in one system are reflected in the other system essentially "bonding" the two sets of data. The benefits of Service Management include increased efficiency, greater effectiveness, and improved customer experience.

What does Verizon offer?

Verizon empowers customers with the ability to set up a personalized Service Management interface. With resources such as technical assistance provided by Verizon, the portal greatly simplifies Service Management for users who are new to the process.

Incident Management

API Documentation

The critical goal of Incident Management is to restore service to normal while minimizing impact to your business, and ensure the best possible level of service quality. The Incident Management API enables the electronic reporting of incidents to Verizon. This system-to-system interface increases the quality of service by helping to reduce errors, identifying the root cause of issues, and providing a quick response.

Reactive Tickets

This flow represents the manual process whereby an incident is identified and reported by a customer.

Proactive Tickets

A proactive ticket is one which is automatically created via Service Management according to an alarm generated by Verizon's monitoring application.

Incident Lifecycle

API Documentation

The lifecycle of an incident starts with ticket creation. Verizon’s Incident Management API enables electronic incident submission and retrieval for ticket creation and serves as the information exchange medium for updating and retrieval of the latest activity logs. Additionally, a list of all tickets and the corresponding status is readily available.

Create Ticket

This operation allows ITIL ticket creation requests to be submitted. This operation is invoked by the customer too create a new trouble ticket. Verizon returns the ticket # upon successful submission of ticket request or will return an error.

Update Ticket

Update Ticket has 7 different actions which can be taken by the customer and electronically documented in Verizon’s system.

Cross Reference Ticket

Send the customer ticket number to set up a cross-reference on an open Verizon ticket. Note that this activity is required.

Add Comment

Send a comment to a Verizon ticket.

Request Escalation

Request an escalation of the ticket. Request escalation of a ticket.* *Note: The priority of a ticket will not change, but additional attention will be paid to the issue.

Add Attachment

Send attachment(s) to a Verizon ticket. Acceptable types of formats: .txt, .doc, .xls, .pdf, .jpg, .docx, .xlsx

Request Close/Cancel

Request that an open ticket be closed or cancelled.

Reopen

Request that a resolved ticket be reopened if the issue is still present.

Request Close Fix Verified

Request that the customer verify the fix is working. If a confirmation is not received in 24 hours, the ticket will be automatically closed or according to the contractual agreement's time frame.

Get Ticket List

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.

Get Ticket

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.

State & Status Details

API Documentation

State and status combinations are used to communicate the current condition of a ticket. The table below provides an incident lifecycle flow broken down by high level ticket states and detailed definitions for each of the status abbreviations which correspond to the states. For each state, there are at least two possible statuses.

State Status
Open
TO BE WRKD TO BE WORKED. This is the initial status for all open tickets until the ticket is assigned to a user and work is started.
WORKING WORKING. This is the status once the Verizon ticket is assigned and work has started. A ticket may move from to be worked to working or from another status such as cust time and back to working.
MAINT CUS MAINTENANCE TIME, CUSTOMER IMPACTING
Resolved
RESOLVED RESOLVED. This is the status when Verizon resolves the ticket.
AUTO CLOSE AUTO CLOSE. This is the status when Verizon resolves the ticket with an auto-close designation. Tickets generally close automatically within 24 hours or the customer's agreed SLA.
AWAIT TELC AWAITING TELCO. This is the status when Verizon is waiting on action from the TELCO. Normally once the action is complete, the ticket will be set to resolved or auto close.
MSVCAUTCLO MONITOR SERVICE/AUTO CLOSE. This is used when Verizon wants to monitor service for a certain time period. Once that time period is complete, if there is no persisting issue then the ticket will be closed.
Deferred
ALT ROUTE RESOLVED. This is the status when Verizon resolves the ticket.
CUST TIME CUSTOMER TIME. This is a very important status. Verizon uses this when more information or assistance is needed for a particular incident. The SLA clock is stopped by Verizon until the customer provides the requested assistance.
MAINT OPS MAINTENANCE TIME, OPERATIONS. Verizon may place a ticket on maintenance time while waiting for a part to be delivered.
MONITOR SV MONITOR SERVICE. This is used when Verizon is monitoring service for stability.
Closed
CLOSED CLOSED. This indicates that the ticket is closed and cannot be reopened.
VOID VOID. This is often used by Verizon to close a ticket that could be misdirected (not owned by Verizon), or the ticket could be voided because the ticket is a duplicate.

Key Processes

API Documentation

Key Processes are those system steps required to move through the incident lifecycle successfully. Verizon has outlined the Key Process steps and our corresponding best practice which is vital to success.

Process Issue Best Practice
Tight Integration vs. Loosely Coupled Integration between the Service Management Tickets Plan on a loosely coupled integration so that both systems can manage their workflow independent of each other.
Reopening of Tickets Reopening is only applicable to Tickets in RESOLVED state. If CLOSED, new Ticket needs to be opened.
Ticket Resolution/ Closure Process VZ will always send the RESOLVE Activity beforehand. Customer will verify resolution and send back confirmation to close or reopen.
Escalation of Tickets Include the ability to send request for escalation. Escalation is not automatic. A comment is added to VZ Ticket and VZ NOC escalates after review.
SLA Implications Don’t change the current SLAs. If VZ Ticket is put on Customer Time, a publishActivity will be sent by VZ.
Mechanism to wait for Service Management transaction to complete before further action is taken on the ticket Implement ability to prevent the customer user from sending updates to VZ before Service Management round trip is complete.
Duplicate Tickets Both parties should agree on the pair of duplicate tickets and close those on both systems.
Erroneous Tickets (Misdirected or Opened by mistake) Include the option to send a request to cancel a ticket.
Connectivity Health Check Process Implement a test connection process to perform periodic health checks.
Inventory Sync-Up VZ requires that VZ Identifier be used for identifying the product/service for which Ticket is initiated by Customer. This may require Customer to load/sync VZ inventory in their application.
Verizon changes priority of an incident Update priority in customer's application or make note of the change.
Sequencing of messages If using the publishing option, it is possible messages could be received out of sequence. Use the sequence number provided in the publish activity to arrange messages in the correct order.