Use cases

Consult the following use cases for information on how to achieve value with Service Assurance for CSP.

Related topics

Creating or updating trouble tickets by using REST API

Use Case		Business value	Scenario
Ticket capture and assessment	Creating trouble tickets automatically	Helps the NOC agent by automatically creating a trouble ticket based on the correct primary resource and by creating the TMF 621 API for the new trouble ticket by using the alarm and resource data.	As a NOC agent, I want to automatically create a trouble ticket from an external Fault Management System (FMS) against a managed resource by using a TMF API. I also want to attach one or more affected resources including a primary resource and associate one or more alarms to the resource.
	Enriching trouble tickets	Helps the NOC agent to automatically enrich the trouble ticket with the location of the primary resource.	As a NOC agent, I want to automatically enrich the trouble ticket with the primary resource information and the location of the primary resource.
	Attaching Operational Level Management (OLA) to trouble tickets	Helps the NOC agent to automatically attach the resource based on the OLA to the trouble ticket and the display the affected OLA on the trouble ticket. Additionally, the service target is attached to the trouble ticket and also displays the time to breach the OLA.	As a NOC agent, I want to automatically attach an OLA to the trouble ticket based on the affected primary resource. Additionally, I want to set the start time of the trouble ticket to the primary alarm or to the earliest alarm time, which is the event start time related to the primary resource.
	Calculating the priority of trouble tickets automatically	Helps the NOC agent to work on the most important trouble ticket first depending upon the automatic calculation of the trouble ticket priority.	As a NOC agent, since the priority of the trouble ticket was not selected while creating the trouble ticket, I want the priority of the trouble ticket to be automatically calculated.
	Attaching Service Level Agreements (SLA) to trouble tickets automatically	Helps the NOC agent to clearly see the service targets attached to the trouble ticket, the time it will take to breach the different SLAs, and see the most aggressive SLA since it is highlighted.	As a NOC agent, I want to automatically attach the SLAs based on impacted services.
	Assigning the trouble tickets automatically	Helps the NOC agent to automatically assign the resource to the correct assignee based upon assignment logic and assign the trouble ticket to the correct support owner.	As a NOC agent, I want to automatically assign a ticket to the correct Network Operations Center responsible for working on the resource.
	Sending notifications for trouble tickets	Helps the support owner by automatically sending notifications when the trouble ticket is assigned to a specific support owner.	As a support owner, I want to be notified that a new ticket has been assigned to me with a specific OLA attached
	Update of ticket	Helps the NOC agent by automatically updating the trouble ticket with additional information and sending the notification related to the update to the assignee.	As a NOC agent, I want to update the existing trouble ticket information with the new priority, alarms, and resources.
	Creating a resource based trouble ticket	Helps the NOC agent to manually create a new resource based trouble ticket against a defined resource.	As a NOC agent, I want to quickly create a new resource based trouble ticket.
	Creating a service based trouble ticket	Helps the NOC agent to manually create a new service based trouble ticket against a defined service.	As a NOC agent, I want to quickly create a new service based trouble ticket.
	Searching for trouble tickets	Helps the NOC agent to manually search for trouble tickets that have a particular related item.	As a NOC agent, I want to quickly search for tickets against resources, services, and locations.
	Creating a work order from the Related Resources tab	Helps the NOC agent to select multiple resources from the Related Resources tab and create a work order. This opens the work order create form with the resources and location already attached.	As a NOC agent, I want to quickly create a work order from the Related Resources tab.
Investigating, diagnosis, and remediation of the trouble ticket	Assigning the trouble ticket to the NOC user automatically	Helps the NOC agent, by automatically assigning the trouble ticket to the NOC user based on the assignment rules of the support group and also notifying the support owner and the assignee after the assignment is done.	As a NOC agent, I want to automatically assign the trouble ticket to a NOC user.
	Manually assigning the trouble ticket to the NOC user	Helps the NOC user to manually assign the trouble ticket. Additionally, when the trouble ticket is assigned, the support owner and assignee are notified	As a NOC user, I want to manually assign the trouble ticket to myself.
	Changing the primary resource of the trouble ticket	Helps the NOC user to manually change the primary resource to another resource that is either already attached to the trouble ticket or a different resource. An automated enrichment process is triggered to update the trouble ticket with the new location and OLA data.	As a NOC user, I want to change the primary resource as the primary resource that was automatically attached is incorrect.
	Sending a notification after updating the OLA	Helps the NOC agent by automatically sending a notification to the assignee that a new OLA is attached to the trouble ticket.	As a NOC agent, I want to update the assignee after a new OLA is attached to the trouble ticket before the breach of the OLA.
	Manually investigating the work log updates	Helps the NOC user by updating the work log of the trouble ticket.	As a NOC user, I want to update the ticket with diagnostic activities to ensure that there is a record of all the trouble ticket activities.
	Manually adding the service impact to the trouble ticket	Helps the NOC user to add a new service impact record to the trouble ticket with a start time that is set to the start time of the event. Based on this, a new SLA is attached to the trouble ticket with a remediation time in hours based upon the Service Impact Level. Additionally, the service owner and the assignee are notified of a new SLA attachment with the time to breach.	As a NOC user, I want to manually add an impacted service to the trouble ticket once I have completed a set of diagnostic and analysis actions.
	Manually updating the service impact for a trouble ticket	Helps the NOC user to close the first service impact by changing the status and creating a new service impact record with a different impact level. Additionally, the SLA attached to the first impact record is stopped and a new SLA is attached to the trouble ticket based on the new impact record.	As a NOC user, I want to close one service impact that has a workaround and I need to create a new service impact with a different level of impact.
	Understanding the resource topology	Helps the NOC user to open the resource in DSM by using the launch-in-context option.	As a NOC user, I want to understand the context of the primary resource of the trouble ticket.
	Understanding related items of a trouble ticket	Helps the NOC user to view the related alarms, resources, and services of a trouble ticket in various tabs.	As a NOC user, I want to understand the relationship of the trouble ticket with other alarms, resources, and services.
	Updating the trouble ticket with an external service impact	Helps the NOC agent to automatically create one or more service impact records provided by the TMF 621 API. Additionally, the attached service impact records trigger the attachment of the related SLA.	As a NOC agent, I want to update the trouble ticket with an external service impact.
	Updating the trouble ticket with an externally sourced service impact	Helps the NOC agent, to run an automatic query by using the API of an external impact data source. Each valid record then creates a separate service impact record that triggers the attachment of the related SLA.	As a NOC agent, I want to update an existing trouble ticket with the externally sourced service impact data for an affected primary resource.
	Relating trouble tickets	Helps the NOC user to manually link trouble tickets as parent or child records.	As a NOC user, I want to relate tickets together when they are a part of a common issue.
	Viewing trouble tickets that have the same primary resource or service	Helps the NOC user to view the related tickets in the resource history with resolution note (if the trouble ticket is already resolved).	As a NOC agent, I want to view tickets with the same primary resource or service.
	Adding related parties to a trouble ticket	Helps the NOC user to manually add related parties to a trouble ticket so that the assignees are sent notifications based on changes to the trouble ticket.	As a NOC agent, I want to add related parties to a trouble ticket.
Creating and managing work orders	Creating work orders	Helps the NOC user to create a new work order by using the primary resource location as the location of the work order. Additionally, the NOC user can set the work order to be resolved in the timeframe of the SLA in hours and set the priority of the work order.	As a NOC user, I want to create a work order for the trouble ticket.
	Assigning the work order	Helps the NOC user to assign the work order to an internal team for further diagnosis. Additionally, a notification is sent to the assignee.	As a NOC agent, I want to assign the work order to an internal team.
	Completing the work order	Helps the work order user to update and close the work order and a to generate notifications for the trouble ticket assignee.	As a work order user, I want to update and close a work order that is assigned to me.
	Assigning work orders to external parties	Helps the work order user to create two new work orders; one that is dependent on the completion of the other and assign them to different external parties. Additionally, the completion time is set to the remaining time before the SLA breach.	As a work order user, I want to create multiple dependent work orders and assign them to external parties.
	Receiving updates for the status of the work orders	Helps the work order user to receive external party updates for the work order with the expected ready time and status. If the work order is updated with the revised ready time, which has gone past the breach time, a notification is generated for the predicted SLA breach and sent to the service owner.	As a work order user, I want to receive updates from external parties on the status of the work orders.
	Changing the priority of the work order	Helps the NOC user to change the priority of the work order.	As a NOC user, I want to change the priority of the work order.
	Assigning and starting work on the work order automatically after the scheduled time	Helps the NOC user to automatically assign and start the work order only after the scheduled time.	As a NOC user, I want to automatically assign and start the work order only at or after the scheduled start time.
	Assigning and starting work on the work order automatically only after the dependent work order is completed	Helps the NOC user to automatic assign the second work order once the work on the first work order is complete.	As a NOC user, I want to automatically assign and start work on the second work order once a work on the dependent work order is completed.
	Creating a new adhoc location based on the work order	Helps the NOC user to create a new adhoc location for each work order.	As a NOC user, I want to create a new adhoc location for a specific work order that does not align to a known location.
Ability to withdraw a work order	Withdraw a work order that is attached to a trouble ticket	Helps the NOC agent to perform the following actions: Withdraw a work order from a trouble ticket that is labeled as a duplicate of another ticket. There is no work required for that trouble ticket or if the work order is no longer required.	As a NOC agent, I want to withdraw a work order that is no longer required.
	Withdraw a work order with a specific status	Allows the NOC agent to withdraw a work order that is attached to a trouble ticket, only if the status of the work order is Assigned or Staged.	As a NOC agent, I can withdraw a work order only if the status of the work order is Assigned or Staged.
	View the withdrawn work orders	Helps the NOC agent view a list of withdrawn work orders by selecting Cancelled from the Filter option on the landing page.	As a NOC agent, I want to view a list of withdrawn work orders.
Resolving trouble tickets	Resolving trouble tickets automatically	Helps the NOC user by closing the final work order associated with the trouble ticket, updating the impact records associated with the ticket, and changing the ticket status to Resolved.	As a NOC agent, I want to automatically set the ticket to a Resolved status after all the alarms and work orders are closed and the impact is resolved..
	Resolving the trouble tickets after the alarms and work orders are closed	Helps the NOC agent to resolve the trouble tickets after all the work orders associated with the ticket have been set to Closed.	As a NOC agent, I want to change the status of the trouble ticket to Resolved once all the alarms and work orders related to the trouble ticket are closed.
	Closing the SLA and OLA associated with the trouble tickets when the trouble ticket moves to Resolved status	Helps the NOC agent to automatically close the SLA and OLA associated to the trouble ticket when the ticket status moves to Resolved and a notification is sent to the support owner and assignee.	As a NOC agent, I want to automatically close the SLA and OLA associated to the trouble ticket when the trouble ticket moves to Resolved status.
	Closing service impact records when the status of the trouble ticket is set to Resolved	Helps the NOC agent by automatically closing the service impact records when the status of the trouble ticket is set to Resolved.	As a NOC agent, I want to close any remaining service impact records when I set the status of the trouble ticket to Resolved.
Closing trouble tickets automatically	Closing trouble tickets after a certain time	Helps the NOC agent to set the time to automatically close the resolved trouble tickets after that time period.	As a NOC agent, I want to close the resolved trouble tickets after a configurable time interval.
Enhanced API to support impact records as relatedEntities	Automatically create an impact record for a trouble ticket	Helps the NOC agent to automatically create impact records for a trouble ticket by using REST API.	As a NOC agent, I want to update the trouble ticket with the impact records.
Handling the Alarm First Occurrence	The system automatically captures the current timestamp, if the alarmFirstOccurrence value is not provided	Helps the NOC agent to capture the alarm start time when the alarm is triggered for the first time.	As a NOC agent, I want the system to capture the alarm start time more accurately.
Swagger specification for REST API	The swagger specification returns a static JSON file, which helps the user to design the request body.	Helps the NOC agent to get a detailed structure for the payload that is accepted in the request body.	As a NOC agent, I want to design the request object.

Use cases

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