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.
Mandatory | Comment | NORDUnet TTS field names | SWITCH field names | |
|---|---|---|---|---|
PARTNER_ID | | The unique ID of the TT source partner |
|
|
ORIGINAL_ID |
| The TT ID that was assigned by the party. |
|
|
TT_ID |
| The unique ID of the TT. | Key | Number |
TT_TITLE |
| The title of the TT. | Summary | Ticket Description |
TT_TYPE |
| The type of the TT. | Type |
|
TT_PRIORITY |
| The TT priority. |
|
|
TT_STATUS |
| The TT status. | Status | State |
TT_SOURCE |
| The source of the ticket. |
|
|
TT_OPEN_DATETIME |
| The date and time when the TT was opened. | Created | Ticket opened |
TT_CLOSE_DATETIME |
| The date and time when the TT was closed. | Closed | Ticket closed |
TT_SHORT_DESCRIPTION |
| The short description of the trouble. |
|
|
TT_LONG_DESCRIPTION |
| The detailed description of the incident/maintenance reported in the TT. | Description | Problem |
TYPE |
| The type of the trouble. | Scope | Planned (check box) |
TT_IMPACT_ASSESSMENT |
| The impact of the incident/maintenance. | Impact | Impact |
START_DATETIME |
| 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 |
| The date and time when the incident/maintenance ended. | Problem end | Until |
TT_LAST_UPDATE_TIME |
| 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, | External reference |
|
ADDITIONAL_DATA |
| Additional information. | Alarm info |
|
RELATED_ACTIVITY |
| The TT IDs of the related incidents. | Related tickets |
|
HISTORY |
| 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 |
| The location (Point of Presence (POP) site, city, etc.) | 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 |
|
| 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 |
| SWITCH_responsible |
|
| whether the ticket is for internal use |
| Internal (checkbox) |
|
| problem categories (Fiber, Configuration, Hardware, |
| cause |
