TMF621 v5 Resource Mappings

Before using the TMF621 v5 resource mappings, refer to the following.

Constraints and Limitations

Define Picklist values for CaseTroubleTicket.Severity and the fields TicketType, Status, Priority, `Origin in Case entity. The values passed for these attributes in post payload must be present in the system. These are not validated.
Enable FLS read/edit for all the Case fields mentioned in the TroubleTicket resorce table for the User Profile.
These OrgPerms are required.
- CommsCloud
- Cases
The field CaseNumber is the unique identifier.
Add pick list values for the severity field of CaseTroubleTicket object.

TroubleTicket

TMF Field	Field Type	TMF Definition	Is Mandatory as per TMForum?	Is Supported?	Supported Methods	Salesforce Object	Salesforce Mapping	Salesforce Description	Prerequisites
id	String	A string. Unique identifier of the trouble ticket.	No	Yes	GET	Case	Case.CaseNumber	Unique Identifier for case	NA
href	String	A string. Hyperlink, a reference to the trouble ticket entity.	No	Yes	GET		TMF Case URL + Case.CaseNumber	Specifies a unique referance of case	NA
description	String	A string. Description of the trouble or issue.	Yes	Yes	GET, POST	Case	Case.Description	Text area containing case description	NA
severity	String	The severity of the issue. Indicate the implication of the issue on the expected functionality e.g. of a system, application, service etc.. Severity values can be for example : Critical, Major, Minor	Yes	Yes	GET, POST		CaseTroubleTicket.severity	Custom Picklist value specifiing case severity. Values like Critical, Major, Minor can be added to severity.	The severity value should be present as Picklist value in the Org
ticketType	String	A string. represent a business type of the trouble ticket.	Yes	Yes	GET, POST	Case	Case.Type	Specifies the Business Type of the case	The ticketType value should be present as Picklist value in the Org
Attachment	Object	A list of attachment ref or values (AttachmentRefOrValue [*]). File(s) attached to the trouble ticket. e.g. pictur of broken device, scaning of a bill or charge.	No	Yes	GET, POST	ContentDocument	ContentDocument	Attachment(s) associated with the case	NA
Channel	Object	A channel reference (ChannelRef). The channel that origin the trouble ticket.	No	Yes	GET, POST	Case	Case.Origin	Specifies Case Origin	The Channel value should be present as Picklist in the Org
creationDate	String	A date time (DateTime). The date on which the trouble ticket was created.	No	Yes	GET	Case	Case.CreatedDate	Case created Date	NA
lastUpdate	String	A date time (DateTime). The date and time that the trouble ticked was last updated.	No	Yes	GET	Case	Case.LastModifiedDate	Case Last Modified Date	NA
Note	Object	A list of notes (Note [*]). The note(s) that are associated to the ticket.	No	Yes	GET, POST	CaseComment	CaseComment	Comment(s) associated with the case	NA
priority	String	A string. The priority of the trouble ticket and how quickly the issue should be resolved. Example: Critical, High, Medium, Low. The value is set by the ticket management system considering the severity, ticket type etc	No	Yes	GET, POST	Case	Case.Priority	Specifies Priority of Case	The Priority value should be present as Picklist in the Org
RelatedEntity	Object	A list of related entities (RelatedEntity [*]). An entity that is related to the ticket such as a bill, a product, etc. The entity against which the ticket is associated.	No	Yes	GET, POST	Asset	Asset	Asset related to the case	An existing Asset to be used
RelatedParty	Object	A list of related parties (RelatedParty [*]). The related party(ies) that are associated to the ticket.	No	Yes	GET, POST	Account / Contact	Account / Contact	Acount or Contact related to the Case	An existing Account / Contact to be used
resolutionDate	String	A date time (DateTime). The date and time the trouble ticket was resolved.	No	Yes	GET	Case	Case.ClosedDate	Case Resolution Date	NA
status	String	A trouble ticket status type (TroubleTicketStatusType). The current status of the trouble ticket.	No	Yes	GET, POST	Case	Case.Status	The current status of case	The Status value should be present as Picklist in the Org
statusChange	Object	A list of status changes (StatusChange [*]). The status change history that are associated to the ticket.Populated by the server.	No	Yes	GET	Case History	Case History	A List of status the case assumed till date	NA
statusChangeDate	String	A date time (DateTime). The date and time the status changed.	No	Yes	GET	Case History	Case History	Latest case status change date	NA
TroubleTicketRelationship	Object	A list of trouble ticket relationships (TroubleTicketRelationship []). A list of trouble ticket relationships (TroubleTicketRelationship []). Represents a relationship between trouble tickets.	No	Yes	GET, POST	Case	Case.parentId	Specifies related Parent Case	An Existing Case can be used for Parent relation
name	String	A string. Name of the trouble ticket, typically a short description provided by the user that create the ticket.	No	Yes	GET, POST	Case	Case.Subject	Name of the case	NA
ExternalIdentifier	Object	A string. Additional identifier coming from an external system.	No	Yes		CaseTroubleTicket	CaseTroubleTicket.externalId	NA	NA
expectedResolutionDate	String	A date time (DateTime). The expected resolution date determined by the trouble ticket system.	No	Yes	GET, POST	CaseTroubleTicket	CaseTroubleTicket.expectedResolutionDate	NA	NA
@type	String	NA	Yes	Yes		NA		NA	NA
requestedResolutionDate	String	A date time (DateTime). The resolution date requested by the user.	No	Yes	GET, POST	CaseTroubleTicket	CaseTroubleTicket.RequestedResolutionDate	NA	NA
StatusChangeHistory	String	A string. The reason for changing the status.	No	Yes	NA	Case History	Case History	NA	NA

Sub-resources

ExternalIdentifier

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Field Name	Salesforce Description
@type	Yes	When sub-classing, this defines the sub-class Extensible name.	No	Yes	NA	NA
id	Yes	Identification of the entity within the external system.	Yes	Yes	CaseTroubleTicket.ExternalId	Represents an identifier of the external system, if this ticket is not originating from the current system.

Channel

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Field Name	Salesforce Description
@type	Yes	Type of the channel	No	Yes	NA	Describes the relation to this entity. Only value supported is Parent
id	Yes	identifier of the channel.	Yes	Yes	Refer comments	Unique identifier of the Case
name	No	Name of the channel	Yes	Yes	Case.Origin	NA

TroubleTicketRelationship

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Field Name	Salesforce Description
relationshipType	No	Type of the Trouble Ticket relationship.	No	Yes	NA	Describes the relation to this entity. Only value supported is Parent
id	Yes	Unique identifier of the Trouble Ticket.	Yes	Yes	Case.CaseNumber	Unique identifier of the Case
name	No	Name of the Trouble Ticket	No	Yes	NA	NA

RelatedParty

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Field Name	Salesforce Description
partyOrPartyRole.@referredType	No	The actual type of the target instance when needed for disambiguation	Yes	Yes	NA	NA
partyOrPartyRole.@type	Yes	A String. When sub-classing, this defines the sub-class Extensible name.	Yes	Yes	NA	NA
partyOrPartyRole.id	Yes	Unique identifier of a related entity	Yes	Yes	Account.Id or Contact.Id	Unique identification of Account or Contact
partyOrPartyRole.name	No	Name of the related entity	Yes	Yes	Account.Name or Contact.Name	Name of Account or Contact
role	Yes	Role played by the related party	Yes	Yes	NA	NA
@type	Yes	Defines for which resource result need to be mappid to	No	Yes	NA	NA
partyOrPartyRole.href	No	Reference of the related entity	No	Yes	NA	NA

NOTE:

Field partyOrPartyRole.id is mandatory (if this subresource is used in POST method).
Only field id is validated.
Field href if passsed must be consistent with id and @referredType or @type.
Field role has to be Account.Type or the String Contact.

RelatedEntity

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Field Name	Salesforce Description
entity.@referredType	Yes	The actual type of the target instance when needed for disambiguation	Yes	Yes	NA	Specifies if the RelatedEntity is Asset or Disputedbill
entity.id	Yes	Unique identifier of a related entity	Yes	Yes	Asset.Id	Unique idenfication of an Asset
entity.name	No	Name of the related entity	Yes	Yes	Asset.Name	Name of Product or Asset
role	Yes	The role of an entity	No	Yes	NA	NA
entity.href	No	Reference of the related entity	No	Yes	NA	NA
@type	Yes	A String. When sub-classing, this defines the sub-class Extensible name.	Yes	Yes	NA	NA
entity.@type	Yes	A String. When sub-classing, this defines the sub-class Extensible name.	Yes	Yes	NA	NA

NOTE:

Field id is mandatory.
Payload can have multiple assets but single asset is considered.

Note

This is mapped to Salesforce entity: CaseComment.

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Mapping	Salesforce Description
author	No	Author of the note	No	Yes	CreatedById	Author of the CaseComment
date	No	Date of the note	No	Yes	CreatedDate	Comment created Date
id	No	Identifier of the note within its containing entity	No	Yes	ID	Unique identification of CaseComment
text	Yes	Text of the note	Yes	Yes	CommentBody	Content of the comment
@type	No	Defines for which resource result need to be mappid to	Yes	Yes	NA	NA

Attachment

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Mapping (ContentVersion)	Salesforce Description
id	Yes	A string. Unique identifier for this particular attachment.	No	Yes	Id	Unique identifier for Content Version
url	No	A string. Uniform Resource Locator, is a web page address (a subset of URI).	Yes	Yes	ContentUrl	Url of the content
name	No	A string. The name of the attachment.	Yes	Yes	Title	Title of the Content Version
attachmentType	Yes	A string. Attachment type such as video, picture.	No	Yes	FileType	FileType for the content uploaded
@type	Yes	A string. The actual type of the target instance when needed for disambiguation.	No	Yes	NA	NA
description	No	A string. A narrative text describing the content of the attachment.	Yes	Yes	description	Description of the Content Version
mimeType	Yes	A string. Attachment mime type such as extension file for video, picture and document.	No	Yes	PathOnClient	mime Type

NOTE:

Any values sent for attributes id, attachmentType, mimeType, and @type in POST payload are ignored. They are automatically generated by POST method and are present in the GET method as well.
ContentDocumentLink holds the link between the Case and ContentVersion/ContentDocument. ContentDocument is created along with the ContentVersion. Fetch the ContentDocumentId and insert a ContentDocumentLink.

StatusChangeHistory

This is mapped to Salesforce entity: CaseHistory.

TMF Field Name	Is Mandatory as per TMForum?	TMF Description	Supported POST	Supported GET	Salesforce Mapping	Salesforce Description
status	No	Status of the troubleticket	No	Yes	CaseHistory.NewValue	status of the troubleticket
statusChangeDate	No	Date when the status changed from previous to current value	No	Yes	CaseHistory.CreatedDate	Date when the status changed from previous to current value
statusChangeReason	No	Reason for change in the status	No	No	NA	NA
@type	No	NA	No	Yes	NA	NA