Trouble ticket information exchange

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,
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

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.)
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