Service Problem KCI Examples
Examples are available within the API documentation but here are some common end-to-end example KCIs demonstrating full scenarios.
KCI: FAILED_TO_SEND
Where the Fibre Cafe cannot send the service problem request to a supplier due to an error, an error KCI will be sent.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 1,
"issuedOn": "2024-05-08T10:25:54.000Z",
"receivedOn": "2024-05-08T10:25:24.000Z",
"deliveredOn": "2024-05-08T10:26:54.000Z",
"updateType": "ERROR",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "FAILED_TO_SEND",
"externalIdentifier": "DS-1234567890",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
},
"error": {
"uuid": "8a3138c9-6523-48b9-81bc-5870bdb5972f",
"code": "SUPPLIER_FAULT",
"messages": [
"The supplier API returned the following message: 500 Service unavailable"
]
}
}This KCI is terminal and a new service problem must be created.
KCI: SENT_TO_SUPPLIER
Fibre Cafe will send a KCI once the service problem request has been sent to the supplier:
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 1,
"issuedOn": "2024-05-08T10:25:54.000Z",
"receivedOn": "2024-05-08T10:25:24.000Z",
"deliveredOn": "2024-05-08T10:26:54.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "UPDATE"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "SENT_TO_SUPPLIER",
"externalIdentifier": "DS-1234567890",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
}
}This will be followed by 1 of 2 types of KCIs: ACKNOWLEDGED or REJECTED.
KCI: ACKNOWLEDGED
Once the supplier receives the service problem and it meets initial validation rules, it will be acknowledged by the supplier sending a KCI. In some cases, suppliers respond synchronously so the Fibre Cafe will send this KCI.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 2,
"issuedOn": "2024-05-08T10:25:49.000Z",
"receivedOn": "2024-05-08T10:25:49.000Z",
"deliveredOn": "2024-05-08T10:26:50.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "ACKNOWLEDGED",
"text": "The problem has been acknowledged by the supplier",
"supplierCode": "1100"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "ACKNOWLEDGED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
}
}Once business rules are complete, and the supplier accepts the service problem an IN_PROGRESS KCI will be sent.
KCI: REJECTED
If the service problem does not meet validation rules, it will be rejected via a terminated KCI.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa9",
"supplier": "FIBRECO",
"sequenceNumber": 2,
"issuedOn": "2024-04-23T10:35:54.000Z",
"receivedOn": "2024-04-23T10:35:24.000Z",
"deliveredOn": "2024-04-23T10:36:54.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "TERMINATED",
"code": "INVALID_REQUEST",
"text": "The supplier is unable to validate the serviceId. Please check the serviceId and retest the service.",
"supplierCode": "SL09"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "REJECTED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
}
}This KCI is terminal and a new service problem must be created/submitted.
KCI: IN_PROGRESS
Once the supplier receives the service problem request and it meets initial validation rules, it will be accepted by the supplier and a KCI will be sent.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 3,
"issuedOn": "2024-05-08T11:11:11.000Z",
"receivedOn": "2024-05-08T11:11:11.000Z",
"deliveredOn": "2024-05-08T11:11:13.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "COMMITTED",
"text": "The problem has been accepted by the supplier",
"supplierCode": "1001"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
}
}KCI: RESOLVED
When the service problem has been resolved by the supplier a KCI will be sent instructing the tenant to confirm or reject the resolution.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 7,
"issuedOn": "2024-05-08T15:15:15.000Z",
"receivedOn": "2024-05-08T15:15:15.000Z",
"deliveredOn": "2024-05-08T15:15:16.000Z",
"updateType": "ACTION_REQUIRED",
"action": {
"type": "CONFIRM",
"text": "The problem has been resolved by the supplier and will auto-close shortly if no action taken by tenant.",
"supplierCode": "1602"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "RESOLVED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemResolution": {
"id": 123,
"serviceProblemId": 12345,
"status": "PENDING",
"resolvedDate": "2024-05-08T15:15:15.000Z",
"resolutionDetails": {
"resolutionCode": "NETWORK_ISSUE",
"resolutionText": "Local access network between Exchange and End User;Fault rectified in underground network",
"supplierCodes": [
"R1003"
]
}
}
}
}Note: A further resolved KCI may be sent to warn of pending auto-close if no action is taken by the tenant.
KCI: COMPLETED
If the tenant does nothing or if they accept the resolution via the serviceProblemAmendment api than a COMPLETED KCI will be sent.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 9,
"issuedOn": "2024-05-08T16:16:16.000Z",
"receivedOn": "2024-05-08T16:16:16.000Z",
"deliveredOn": "2024-05-08T16:16:17.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "COMPLETED",
"text": "The problem has been completed by the supplier.",
"supplierCode": "1003"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "COMPLETED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemResolution": {
"id": 123,
"serviceProblemId": 12345,
"status": "ACCEPTED",
"resolvedDate": "2024-05-08T15:15:15.000Z",
"resolutionDetails": {
"resolutionCode": "NETWORK_ISSUE",
"resolutionText": "Local access network between Exchange and End User;Fault rectified in underground network",
"supplierCodes": [
"R1003"
]
}
}
}
}KCI: RESOLUTION REJECTED
Where the tenant rejects the resolution via service-problem-amendments, then the following KCI will be sent. The service problem status returns to IN_PROGRESS.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 3,
"issuedOn": "2024-05-08T18:18:18.000Z",
"receivedOn": "2024-05-08T18:18:18.000Z",
"deliveredOn": "2024-05-08T18:18:18.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "UPDATE",
"text": "The problem has been reopened by the supplier for further investigation.",
"supplierCode": "1508"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemResolution": {
"id": 123,
"serviceProblemId": 12345,
"status": "REJECTED",
"resolvedDate": "2024-05-08T15:15:15.000Z",
"resolutionDetails": {
"resolutionCode": "NETWORK_ISSUE",
"resolutionText": "Local access network between Exchange and End User;Fault rectified in underground network",
"supplierCodes": [
"R1003"
]
},
"tenantNotes": "The issue is not resolved and the end user is still without service."
}
}
}KCI: INFORMATION REQUIRED
Where the supplier requires more information from the tenant, the supplier will send an INFORMATION REQUIRED KCI to request the information:
{
"id": "d9e2e207-67dd-4a4c-adb8-a765d4c7251d",
"supplier": "FIBRECO",
"sequenceNumber": 3,
"issuedOn": "2024-04-10T09:54:19.144Z",
"receivedOn": "2024-04-10T09:54:38.476Z",
"deliveredOn": "2024-04-10T09:54:38.817Z",
"updateType": "ACTION_REQUIRED",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "PENDING",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
},
"action": {
"type": "INFORMATION_REQUIRED",
"code": "INFORMATION_REQUIRED",
"text": "Please provide correct contact number for the end customer",
"supplierCode": "SL07"
}
}KCI: ADDITIONAL INFORMATION
Where the supplier has sent new/updated information in a KCI, the Fibre Cafe will send an ADDITIONAL KCI to flag this:
{
"id": "01e34ebf-72d7-40ae-a4d2-e8d1c3bc9f2c",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "ADDITIONAL",
"text": "Adhoc Note to CP",
"supplierCode": "SL99"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
}
}KCI: AMENDMENT_ACCEPTED
When the tenant places an amendment request on the service problem, the supplier will send an AMENDMENT ACCEPTED KCI to confirm the amendment has been completed.
{
"id": "1256cf7d-4471-42e4-a5be-c24ed58a7aa6",
"supplier": "FIBRECO",
"sequenceNumber": 1,
"issuedOn": "2024-05-08T17:17:17.000Z",
"receivedOn": "2024-05-08T17:17:17.000Z",
"deliveredOn": "2024-05-08T17:17:18.000Z",
"updateType": "INFORMATIONAL",
"information": {
"type": "AMENDED"
},
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemAmendment": {
"id": 54321,
"status": "COMPLETED",
"created": "2024-05-08T17:17:17.001Z",
"updated": "2024-05-08T17:17:17.001Z",
"serviceProblemId": 12345,
"text": "The issue is not resolved and the end user is still without service."
}
}
}KCI: AMENDMENT SEND FAILED
Where the Fibre Cafe cannot send the service problem amendment to a supplier due to an error, an error KCI will be sent.
{
"id": "59d7136a-8a5a-45f3-bd64-ab13bea8b36f",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "ERROR",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "FAILED_TO_SEND",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemAmendment": {
"id": 54321,
"appointmentReservationId": 12344,
"status": "FAILED_TO_SEND",
"serviceProblemId": 12345
},
"error": {
"uuid": "53f6cf50-5e21-48be-9717-7606f30ea0c3",
"code": "SUPPLIER_FAULT",
"messages": [
"The supplier API returned the following message: 500 Service unavailable"
]
}
}
}KCI: AMENDMENT REJECTED
Where the supplier rejects the tenant's amendment request, the supplier will send an AMENDMENT REJECTED KCI to inform the tenant that the amendment has been rejected:
{
"id": "067cb4d1-40ef-460a-9f16-29796dcfcdc9",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "ACTION_REQUIRED",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
},
"serviceProblemAmendment": {
"id": 54321,
"appointmentReservationId": 12344,
"status": "REJECTED",
"serviceProblemId": 12345
},
"action": {
"type": "RESUBMIT",
"code": "INVALID_REQUEST",
"text": "Requested appointment reservation has timed out - please reserve a new appointment"
}
}KCI: CANCELLATION SEND FAILED
Where the Fibre Cafe cannot send the service problem cancellation to a supplier due to an error, an error KCI will be sent.
{
"id": "35b01108-3360-4463-9d53-749bb4d9f43f",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "ERROR",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceProblemCancellation": {
"id": 3456,
"serviceProblemId": 12345,
"status": "FAILED_TO_SEND"
}
},
"error": {
"uuid": "cd6d9ba4-dea6-49e9-8163-89e6eaaf6b56",
"code": "SUPPLIER_FAULT",
"messages": [
"The supplier API returned the following message: 500 Service unavailable"
]
}
}KCI: CANCELLATION REJECTED
Where the supplier rejects the tenant's cancellation request (e.g past the point of no return), the supplier will send an CANCEL REJECTED KCI to inform the tenant that the cancellation has been rejected:
{
"id": "35b01108-3360-4463-9d53-749bb4d9f43f",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "ACTION_REQUIRED",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "IN_PROGRESS",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceOrderCancellation": {
"id": 3456,
"serviceProblemId": 12345,
"status": "REJECTED"
}
},
"action": {
"type": "RESUBMIT",
"code": "INVALID_REQUEST",
"text": "Service problem cannot be cancelled as engineer is already on site"
}
}KCI: CANCELLED
Where the service problem is cancelled by the supplier as a result of a cancel request from the tenant, this will result in a cancelled KCI:
{
"id": "d8d7fc5a-a8ee-43c9-8e34-7234b0b009ce",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "INFORMATIONAL",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "CANCELLED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber.",
"serviceOrderCancellation": {
"id": 3456,
"serviceProblemId": 12345,
"status": "COMPLETED"
}
},
"information": {
"type": "CANCELLED"
}
}KCI: TERMINATED
Where the service problem is cancelled by the supplier, this will result in a cancelled KCI:
{
"id": "d8d7fc5a-a8ee-43c9-8e34-7234b0b009ce",
"supplier": "FIBRECO",
"sequenceNumber": 5,
"issuedOn": "2024-04-11T09:54:19.144Z",
"receivedOn": "2024-04-11T09:54:38.476Z",
"deliveredOn": "2024-04-11T09:54:38.817Z",
"updateType": "INFORMATIONAL",
"entityType": "SERVICE_PROBLEM",
"entity": {
"id": 12345,
"status": "CANCELLED",
"externalIdentifier": "DS-1234567890",
"supplierIdentifier": "957020520203-5",
"problemType": "OUTAGE",
"problemText": "Service is completely down.",
"serviceId": "BBEU12345678",
"serviceSpecification": {
"id": "FTTP"
},
"address": {
"id": "123456789012",
"type": "UPRN"
},
"supplier": "FIBRECO",
"serviceTestId": 98765,
"characteristics": [
{
"name": "END_USER_EQUIPMENT_CHECKED",
"value": "true"
},
{
"name": "END_USER_CPE",
"value": "Zyxel 3213"
},
{
"name": "CPE_POWER_ON",
"value": "true"
},
{
"name": "USAGE_CHANGES",
"value": "false"
},
{
"name": "PRODUCT_CHANGES",
"value": "false"
},
{
"name": "24HR_ACCESS",
"value": "false"
},
{
"name": "TRC_CHARGEBAND",
"value": "2"
},
{
"name": "REPEAT_PROBLEM",
"value": "false"
},
{
"name": "ONT_POWER_ON",
"value": "false"
},
{
"name": "CPE_SYNC_LIGHT_STATUS",
"value": "Flashing"
},
{
"name": "SERVICE_HAS_WORKED",
"value": "true"
},
{
"name": "SERVICE_LAST_WORKED",
"value": "2024-04-30T12:00:00.000Z"
}
],
"primaryContact": {
"name": "Jane Bloggs",
"email": "jane@bloggs.com",
"phoneNumber": "077912345678"
},
"secondaryContact": {
"name": "Joe Bloggs",
"email": "joe@bloggs.com",
"phoneNumber": "077987654321"
},
"appointmentReservationId": 12343,
"hazards": "Flat roof to the side and rear of the property",
"onSiteRestrictions": "Restricted access from 9pm to 7am",
"notes": "Service completely down since Tuesday morning. The ONT lights are flashing Amber."
},
"information": {
"type": "TERMINATED",
"text": "The problem has been cancelled by the supplier on request."
}
}