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

post/service-problems

This endpoint is called to raise a problem with the supplier to resolve a potential issue with a service.

The supplier should validate and accept the request if the validation is successful or otherwise reject it. If the request is rejected, a 422 code should be returned with reason(s) for the rejection in the response.

If the request is accepted, the supplier may return a 202 accepted response without acknowledging the service problem if further validation/processing is required. In this scenario, the supplier must then send an update (KCI) to later acknowledge the service problem and provide the problem reference.

Alternatively, the supplier can synchronously acknowledge the service problem by returning a 201 created response with the response containing the problem reference and status of ACKNOWLEDGED. The service problem can also be committed at this stage by returning the status of IN_PROGRESS.

SecuritybearerAuth
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

Tenant
required
string

The tenant that has placed the request on the gateway

Example: TENANT1
Request Body schema: application/json
id
required
number >= 1

Unique identifier for this service problem request (generated by the Fibre Cafe Gateway)

problemType
required
string (ServiceProblemType) ^[A-Z_]{5,25}

Codes representing the type of problem being encountered by the end user:

  • OUTAGE
  • PERFORMANCE
  • STABILITY
  • SYNCHRONISATION
  • CUSTOMER
  • CPE
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.

serviceTestId
number >= 1

Unique identifier for a current service test performed prior to raising the service problem (generated by the Fibre Cafe Gateway)

serviceTestReference
string^[A-Z0-9_]{5,25}

The unique supplier reference of a 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)

appointmentReservationReference
string [ 1 .. 50 ] characters

Unique reference identifying the appointment - supplier reference (if applicable)

parentServiceProblemId
number >= 1

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

parentServiceProblemReference
string^[A-Z0-9_]{1,25}

Unique reference identifying the parent problem - supplier reference (if applicable)

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.

Responses
201

Service problem was acknowledged - response should contain the problem reference and appropriate status

202

Service problem request was accepted 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

Invalid or failed response from the supplier

501

The supplier has not implemented this endpoint

503

Supplier API is temporarily unavailable

Request samples
application/json
{
  • "id": 23467,
  • "problemType": "STABILITY",
  • "problemText": "The service keeps dropping between 6pm and 9pm every evening.",
  • "serviceId": "SI2345432345345",
  • "serviceSpecification": {
    • "id": "ftthl2r"
    },
  • "address": {
    • "id": "200004033694",
    • "type": "UPRN"
    },
  • "serviceTestId": 23467,
  • "serviceTestReference": "TEST_233827673",
  • "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,
  • "appointmentReservationReference": "A234X",
  • "parentServiceProblemId": 12345,
  • "parentServiceProblemReference": "SI_RE23380000",
  • "hazards": "Hazardous materials stored on site",
  • "onSiteRestrictions": "Restricted access",
  • "notes": "Lorem ipsum dolor sit amet..."
}
Response samples
application/json
{
  • "status": "ACKNOWLEDGED",
  • "supplierReference": "A123X",
  • "id": 23467,
  • "problemType": "STABILITY",
  • "problemText": "The service keeps dropping between 6pm and 9pm every evening.",
  • "serviceId": "SI2345432345345",
  • "serviceSpecification": {
    • "id": "ftthl2r",
    • "name": "FTTH"
    },
  • "address": {
    • "id": "200004033694",
    • "type": "UPRN"
    },
  • "serviceTestId": 23467,
  • "serviceTestReference": "TEST_233827673",
  • "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,
  • "appointmentReservationReference": "A234X",
  • "parentServiceProblemId": 12345,
  • "parentServiceProblemReference": "SI_RE23380000",
  • "hazards": "Hazardous materials stored on site",
  • "onSiteRestrictions": "Restricted access",
  • "notes": "Lorem ipsum dolor sit amet..."
}