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Description

The information on this page is collected in an attempt to try to correlate and exchange information from different trouble ticket systems.

Trouble ticket system field name correlation

The below table is an attempt to correlate what kind of information different organisations keep in their trouble ticket systems and what they call each field representing that information. The final goal of investigating this information is to make sure that enough information is common between different systems to have a useful exchange of information.

RFC6137 TTS field names

Mandatory
in RFC

Comment

NORDUnet TTS field names

SWITCH field names

PARTNER_ID

(tick)

The unique ID of the TT source partner

 

 

ORIGINAL_ID

(tick)

The TT ID that was assigned by the party.

 

 

TT_ID

(tick)

The unique ID of the TT.

Key

Number

TT_TITLE

(tick)

The title of the TT.

Summary

Ticket Description

TT_TYPE

(tick)

The type of the TT.

Type

 

TT_PRIORITY

 

The TT priority.

 

 

TT_STATUS

(tick)

The TT status.

Status

State

TT_SOURCE

 

The source of the ticket.

 

 

TT_OPEN_DATETIME

(tick)

The date and time when the TT was opened.

Created

Ticket opened

TT_CLOSE_DATETIME

(tick)

The date and time when the TT was closed.

Closed

Ticket closed

TT_SHORT_DESCRIPTION

(tick)

The short description of the trouble.

 

 

TT_LONG_DESCRIPTION

 

The detailed description of the incident/maintenance reported in the TT.

Description

Problem

TYPE

(tick)

The type of the trouble.

Scope

Planned (check box)

TT_IMPACT_ASSESSMENT

(tick)

The impact of the incident/maintenance.

Impact

Impact

START_DATETIME

(tick)

The date and time that the incident/maintenance started.

Problem start

From

DETECT_DATETIME

 

The date and time when the incident was detected.

 

 

REPORT_DATETIME

 

The date and time when the incident was reported.

 

 

END_DATETIME

(tick)

The date and time when the incident/maintenance ended.

Problem end

Until

TT_LAST_UPDATE_TIME

(tick)

The last date and time when the TT was updated.

 

 

TIME_WINDOW_START

 

The window start time in which planned maintenance may occur.

Maintenance window starts

Scheduled starttime

TIME_WINDOW_END

 

The window end time in which planned maintenance may occur.

Maintenance window ends

Scheduled endtime

WORK_PLAN_START_DATETIME

 

Work planned (expected): start time in case of maintenance.

 

 

WORK_PLAN_END_DATETIME

 

Work planned (expected): end time in case of maintenance.

 

 

RELATED_EXTERNAL_TICKETS

 

The NOC entity related to the incident,
e.g. ticket generated at a supplier or other organisation

External reference

 

ADDITIONAL_DATA

 

Additional information.

Alarm info

 

RELATED_ACTIVITY

 

The TT IDs of the related incidents.

Related tickets

 

HISTORY

(tick)

The necessary actions/events log.

Update

Actions

AFFECTED_COMMUNITY

 

Information about the community that was affected by the incident.

Affected organisations

Affected Org.

AFFECTED_SERVICE

 

The service that was affected by the incident.

Service

Service

LOCATION

(tick)

The location (Point of Presence (POP) site, city, etc.)
of the incident/maintenance.

Site

 

NETWORK_NODE

 

The NOC network node related to the incident.

Equipment

 

NETWORK_LINK_CIRCUIT

 

The name of the network line related to the incident.

Connection

 

END_LINE_LOCATION_A

 

A-end of the link.

 

 

END_LINE_LOCATION_B

 

B-end of the link.

 

 

OPEN_ENGINEER

 

The engineer that opened the ticket.

Reporter

Author

CONTACT_ENGINEERS

 

The engineers responsible for the incident settlement.

Assignee

 

CLOSE_ENGINEER

 

The engineer that closed the ticket.

 

 

HASH

 

Encrypted message hash.

 

 

 

 

The organisation a TT is escalated to

Escalated to

 

 

 

The time a TT was escalated

Escalation time

 

 

 

Estimated time for a planned maintenance

Estimated outage

 

 

 

Short report of issue i.e. problem and resolution

Final ticket report

 

 

 

Organisation responsible for resolving issue

Fixer

 

 

 

Internal information update, e.g. Name and phonenumber of engineers

Internal update

 

 

 

Next time something is expected to happen with ticket

Next action due date

 

 

 

Messages to management

Notify management

 

 

 

Time service was actually unavailable

Outages (multivalues)

Impact start until
Impact end

 

 

Resolution to the issue

Resolution

 

 

 

Information about how to verify status of the service

Service verification

 

 

 

Version of software in e.g. affected equipment

Version

 

 

 

whether SWITCH is responsible or the university itself
(e.g. power outage in the uni building)

 

SWITCH_responsible
(checkbox)

 

 

whether the ticket is for internal use
- if there is no impact for the customers

 

Internal (checkbox)

 

 

problem categories (Fiber, Configuration, Hardware,
Power, Software, unknown, others), can be
added or changed in every state

 

cause

 

Contribute

Do you want to contribute to this work?

Update the above table or download and fill out the ticket field correlation spreadsheet and send to stefan@nordu.net

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