Author : Colm Carew
Date : 2017-02-01
Our current system tracks network elements and our Ticketer is used to Ticket issues.
Our customers use our tools to progress tickets through their necessary workflow to resolve the issue.
Our customers have their own customers, i.e. the Carriers our customers lease their equipment to.
These Carriers in some cases have their own Ticketing system to which they track issues in the same equipment.
So there are different cases where our Customer is responsible for fixing X on some equipment whereas the Carrier would be responsible for fixing Y. Thus both will end up tracking work done on tickets.
As there are two tickets in two different systems it would be useful if there was a way that if one ticket was updated then the ticket in the other system would know about it.
This is where eBonding comes in. It allows a ticket to be created/edited on the Carrier side and the modification to that ticket populating information on the ticket in our Customer's Ticketer.
Currently we do not support tickets being made in our end making Tickets in the Carrier end (more so to do with what the Carrier wants) but we do support a Carrier making a ticket on their side and the ticket then being created within our Ticketer. The state transitions on our ticket and certain form updates will be sent to the Carrier, similarly updates to their ticket give information to our ticket.