Service Problem Characteristics
As part of a service problem request, characteristics are used to define context around the problem being experienced. The Fibre Gateway uses the following enumerated set for the service problem api - not all characteristics are supported by all suppliers.
| Name | Description | Notes |
|---|---|---|
| TRC_CHARGEBAND | Time related charges - see chargebands | Numeric identifier supplied by tenant - values vary by supplier, not used by all suppliers |
| SERVICE_HAS_WORKED | Indicate if the service has worked at some point | Mandatory characteristic supplied by Tenant |
| SERVICE_LAST_WORKED | The date when the service was last working | This characteristic must be supplied if SERVICE_HAS_WORKED is set to true |
| END_USER_EQUIPMENT_CHECKED | Confirmation that the end users equipment is connected properly and working | Supplied by tenant when raising service problem |
| END_USER_CPE | The type of modem or router of the end user | Supplied by tenant when raising service problem |
| CPE_POWER_ON | Confirm that the end users equipment is powered on | Supplied by tenant when raising service problem |
| USAGE_CHANGES | Indicate if there has been a recent increase in the end users Application or Data | Supplied by tenant when raising service problem |
| PRODUCT_CHANGES | Indicate if there has been any recent product changes or orders for the end user | Supplied by tenant when raising service problem |
| 24HR_ACCESS | Confirm there is 24 hour access to the property | Supplied by tenant when raising service problem |
| REPEAT_PROBLEM | Confirm if this issue has happened before | Supplied by tenant when raising service problem |
| CPE_SYNC_LIGHT_STATUS | What is the state of the modem sync light | Supplied by tenant when raising service problem |
| ONT_POWER_ON | Confirm the ONT power light is on | Supplied by tenant when raising service problem |
Note
When integrating with an existing supplier API or where a supplier cannot send these values as specified, the Fibre Gateway can map between these and custom supplier values to ensure a consistent set for tenants.