Create a problem/incident for an active service owned by the communications provider (CP).

This endpoint can be called to raise a problem with a supplier to resolve a potential issue with a service.

The gateway will validate the request and generate a problem identifier which is returned. If the problem request is rejected immediately then a 4XX code will be returned with reason(s) for the rejection in the response.

The problem will then be sent to the supplier for processing and further updates will be sent via KCIs - this could include a rejection if the problem does not meet supplier validation/processing rules. Once the problem is acknowledged, the supplier may assign their internal reference number which will be returned in the KCI as a characteristic.

Securityoauth2
Request
header Parameters
X-Request-ID
required
string

Unique identifier to identify request and response events across the gateway

X-Conversation-ID
required
string

Identifier to track message journey across the gateway

Request Body schema: application/json
externalIdentifier
string [ 1 .. 64 ] characters

The communications provider (CP) identifier for the problem. Used for reference purposes only

problemType
required
string^[\w_]{5,50}

The type of problem being raised. This will be advised or inferred as part of the service test result

problemText
required
string [ 10 .. 80 ] characters

The description of problem being raised as defined by the end user.

serviceId
required
string [ 1 .. 50 ] characters

Identifier of an existing live service

required
object (ServiceSpecification)

Details of a service the supplier provides at the selected address.

object (AddressIdentifier)

Address identifier for location including type of identifier.

supplier
required
string^[\w_]{1,20}

System identifier for a supplier on the gateway that is associated with this service

serviceTestId
required
number >= 1

Identifier of a current service test that has been performed against the service prior to raising the service problem

required
Array of objects (ServiceProblemCharacteristic) non-empty

List of characteristics providing context on the problem

required
object (Contact)

Represents a contact available at the given address - primary contact must be provided.

object (Contact)

Represents a contact available at the given address - primary contact must be provided.

appointmentReservationId
number >= 1

Unique identifier for the reserved appointment (if applicable)

parentServiceProblemId
number

Unique reference for an issue that is believed to be related, for example a multiline network outage

hazards
string [ 1 .. 1000 ] characters

Hazard information about the site where the service will be restored

onSiteRestrictions
string [ 1 .. 1000 ] characters

Information about restrictions on the site where the service will be restored

notes
required
string [ 1 .. 1000 ] characters

Notes about the problem which are required by the supplier. This includes additional information that may be required - refer to developer portal

Responses
201

Problem request was received by the gateway and will be acknowledged later via a KCI

400

Bad request - supplied request was malformed or missing mandatory parameters

401

Unauthorised access

403

The client is not permitted to access this resource.

422

Unprocessable entity - invalid data was provided

500

Unexpected Fibre Gateway error

503

Fibre Gateway is temporarily unavailable

post/service-problems
Request samples
application/json
{
  • "externalIdentifier": "DS-2345432345345",
  • "problemType": "PERFORMANCE",
  • "problemText": "The service keeps dropping between 6pm and 9pm every evening.",
  • "serviceId": "SI2345432345345",
  • "serviceSpecification": {
    • "id": "ftthl2r"
    },
  • "address": {
    • "id": "A00000031882",
    • "type": "NAD",
    • "additionalIdentifiers": [
      • {
        • "id": "A00000031882",
        • "type": "NAD"
        }
      ]
    },
  • "supplier": "DUMMY_SUPPLIER",
  • "serviceTestId": 123,
  • "characteristics": [
    • {
      • "name": "string",
      • "value": "string"
      }
    ],
  • "primaryContact": {
    • "name": "John Smith",
    • "email": "john@smith.com",
    • "phoneNumber": "01234 567890"
    },
  • "secondaryContact": {
    • "name": "John Smith",
    • "email": "john@smith.com",
    • "phoneNumber": "01234 567890"
    },
  • "appointmentReservationId": 345,
  • "parentServiceProblemId": 2443435345,
  • "hazards": "Hazardous materials stored on site",
  • "onSiteRestrictions": "Restricted access",
  • "notes": "Lorem ipsum dolor sit amet..."
}
Response samples
application/json
{
  • "id": 123,
  • "status": "ACKNOWLEDGED",
  • "created": "2022-01-01T09:09:33.001Z",
  • "updated": "2022-01-01T09:45:39.001Z",
  • "supplierIdentifier": "A123X",
  • "updates": [
    • {
      • "id": "3456cf7d-4471-42e4-a5be-c24ed58a7aa6",
      • "supplier": "SUPPLIER1",
      • "sequenceNumber": 1,
      • "issuedOn": "2022-01-10T09:00:00.000Z",
      • "receivedOn": "2022-01-10T09:00:00.000Z",
      • "deliveredOn": "2022-01-10T09:00:00.000Z",
      • "deliveryStatus": "PENDING",
      • "updateType": "ACTION_REQUIRED",
      • "supplierNotes": [
        • {
          • "note": "Lorem ipsum dolor sit amet...",
          • "type": "Engineer Note",
          • "created": "2022-01-01T09:09:33.001Z"
          }
        ],
      • "information": {
        • "type": "CREATED",
        • "code": "NETWORK_ISSUE",
        • "text": "Resolving network issue",
        • "supplierCode": "313"
        },
      • "action": {
        • "type": "INFORMATION_REQUIRED",
        • "code": "NETWORK_ISSUE",
        • "text": "Fault between Node and Toby.",
        • "supplierCode": "313"
        },
      • "error": {
        • "uuid": "87432dfb-2e47-4532-a1b7-4b113d48867d",
        • "code": "GATEWAY_FAULT",
        • "messages": [
          • "e.g. Invalid value for field x - accepted values are y"
          ]
        },
      • "serviceProblemResolution": {
        • "id": 123,
        • "serviceProblemId": 123,
        • "status": "REJECTED",
        • "resolvedDate": "2022-01-10T09:00:00.000Z",
        • "closedDate": "2022-01-10T09:00:00.000Z",
        • "resolutionDetails": {
          • "resolutionCode": "NETWORK_ISSUE",
          • "resolutionCategory": "FAULTY_EQUIPMENT",
          • "resolutionText": "string",
          • "supplierCodes": [
            • "R9"
            ],
          • "faultCode": [
            • "DAMAGED_ONT"
            ]
          },
        • "slaViolation": [
          • "EXCEEDED_SLA_TIME_TO_REPAIR"
          ],
        • "tenantNotes": "The problem was not resolved"
        },
      • "serviceProblemAmendment": {
        • "id": 123,
        • "status": "REJECTED",
        • "serviceProblemId": 123,
        • "problemText": "The service keeps dropping between 6pm and 9pm every evening.",
        • "characteristics": [
          • {
            • "name": "string",
            • "value": "string"
            }
          ],
        • "hazards": "Hazardous materials stored on site",
        • "onSiteRestrictions": "Restricted access",
        • "notes": "Lorem ipsum dolor sit amet...",
        • "primaryContact": {
          • "name": "John Smith",
          • "email": "john@smith.com",
          • "phoneNumber": "01234 567890"
          },
        • "secondaryContact": {
          • "name": "John Smith",
          • "email": "john@smith.com",
          • "phoneNumber": "01234 567890"
          },
        • "appointmentReservationId": 345
        },
      • "serviceProblemCancellation": {
        • "id": 123,
        • "status": "REJECTED",
        • "serviceProblemId": 123,
        • "reasonCode": "CUSTOMER_NETWORK_ISSUE",
        • "text": "Issue appears to have rectified itself."
        }
      }
    ],
  • "externalIdentifier": "DS-2345432345345",
  • "problemType": "PERFORMANCE",
  • "problemText": "The service keeps dropping between 6pm and 9pm every evening.",
  • "serviceId": "SI2345432345345",
  • "serviceSpecification": {
    • "id": "ftthl2r",
    • "name": "FTTH"
    },
  • "address": {
    • "id": "A00000031882",
    • "type": "NAD",
    • "additionalIdentifiers": [
      • {
        • "id": "A00000031882",
        • "type": "NAD"
        }
      ]
    },
  • "supplier": "DUMMY_SUPPLIER",
  • "serviceTestId": 123,
  • "characteristics": [
    • {
      • "name": "string",
      • "value": "string"
      }
    ],
  • "primaryContact": {
    • "name": "John Smith",
    • "email": "john@smith.com",
    • "phoneNumber": "01234 567890"
    },
  • "secondaryContact": {
    • "name": "John Smith",
    • "email": "john@smith.com",
    • "phoneNumber": "01234 567890"
    },
  • "appointmentReservationId": 345,
  • "parentServiceProblemId": 2443435345,
  • "hazards": "Hazardous materials stored on site",
  • "onSiteRestrictions": "Restricted access",
  • "notes": "Lorem ipsum dolor sit amet..."
}