NWTICKET: Network Ticket
Network operations ticket for faults, service requests, and planned work on telecom platform instances, with SLA tracking, assignment, and resolution workflow.
Default definition. This article describes the default
NWTICKET definition shipped with DemandFlow. Administrators can add, remove, rename, or re-type fields, change which ones are required, and alter the layout from the Definitions screen in Settings. Your tenant's current schema may differ from what is shown here. To read the current definition at any time, GET the DEFINITION object whose id matches NWTICKET.Entity properties
| Property | Value |
|---|---|
| Entity code | NWTICKET |
| Display name | Network Ticket |
| Plural | Network Tickets |
| Level | 6600 |
Use cases
NWTICKET is the network operations equivalent of TICKET (IT service desk). It handles four ticket types: Fault (something is broken), Service Request (user needs something), Planned Work (scheduled maintenance), and Capacity Request (capacity augmentation). The General panel captures core ticket data: subject, description, type, priority, status, category, and the affected platform instance (NWPLATINST).
Fields
Ticket Information
| Field | Type | Required | Notes |
|---|---|---|---|
ref | text | Ticket ref. Read only. | |
name | text | Yes | Subject |
description | text (multi-line) | Yes | Description |
ticketType | enum | Yes | Type Valid ids: 1 (Fault), 2 (Service Request), 3 (Planned Work), 4 (Capacity Request). |
status | enum | Yes | Status Valid ids: 1 (New), 2 (Assigned), 3 (In Progress), 4 (Pending), 5 (Resolved), 6 (Closed), 7 (Cancelled). |
Classification
| Field | Type | Required | Notes |
|---|---|---|---|
priority | enum | Yes | Priority Valid ids: 1 (Critical), 2 (High), 3 (Medium), 4 (Low). |
impact | enum | Yes | Impact Valid ids: 1 (Network-wide), 2 (Regional), 3 (Single Site), 4 (Single Element). |
urgency | enum | Urgency Read only. Valid ids: 1 (1 - Critical), 2 (2 - Critical), 3 (3 - High), 4 (4 - High), 6 (6 - Medium), 8 (8 - Medium), 9 (9 - Low), 12 (12 - Low), 16 (16 - Low). | |
category | enum | Category Valid ids: 1 (Radio/RF), 2 (Transport), 3 (Core Network), 4 (IP/MPLS), 5 (Optical), 6 (Access Network), 7 (Power/Environmental), 8 (Security), 9 (Other). |
Affected Platform & Reporter
| Field | Type | Required | Notes |
|---|---|---|---|
platformInstance | reference → NWPLATINST | Affected Platform | |
ownerId | reference → user | Yes | Reported By Read only. |
affectedUser | reference → user | Affected User | |
department | reference → DEPT | Department | |
site | reference → SITE | Site | |
affectedAssets | array of references → COMPINV | Affected Assets |
Assignment
| Field | Type | Required | Notes |
|---|---|---|---|
assignedTo | reference → user | Assigned To | |
assignedGroup | text | Assigned Group | |
escalatedTo | reference → user | Escalated To | |
escalationLevel | enum | Escalation Level Valid ids: 0 (None), 1 (Level 1), 2 (Level 2), 3 (Level 3), 4 (Management). |
SLA & Timing
| Field | Type | Required | Notes |
|---|---|---|---|
sla | reference → SLA | Auto-populated from support agreement or account default SLA Read only. | |
created | datetime | Created Date Read only. | |
firstResponseDate | datetime | First Response Date | |
targetResponseDate | datetime | Calculated from SLA policy response target for this priority Read only. | |
targetResolutionDate | datetime | Calculated from SLA policy resolution target for this priority Read only. | |
resolvedDate | datetime | Resolved Date | |
closedDate | datetime | Closed Date | |
slaStatus | enum | Auto-calculated from SLA targets and current time Read only. Valid ids: 1 (Within SLA), 2 (At Risk), 3 (Breached). |
Resolution Details
| Field | Type | Required | Notes |
|---|---|---|---|
resolutionSummary | text (multi-line) | Resolution Summary | |
resolutionCode | enum | Resolution Code Valid ids: 1 (Fixed), 2 (Workaround), 3 (Cannot Reproduce), 4 (Configuration Change), 5 (Hardware Replacement), 6 (Software Update), 7 (Capacity Added), 8 (Duplicate), 9 (No Action Required). | |
rootCause | text (multi-line) | Root Cause | |
knownIssue | enum | Known Issue Valid ids: 1 (Yes), 0 (No). |
Related Items
| Field | Type | Required | Notes |
|---|---|---|---|
parentTicket | reference → NWTICKET | Link fault to parent ticket | |
service | reference → NWSVC | Affected Network Service | |
problem | reference → NWPROBLEM | Problem | |
changeRequest | reference → NWCHANGE | Change Request | |
supportAgreement | reference → SUPAGREEMENT | Support Agreement | |
satisfactionRating | enum | Satisfaction Rating Valid ids: 5 (Very Satisfied), 4 (Satisfied), 3 (Neutral), 2 (Dissatisfied), 1 (Very Dissatisfied). | |
feedbackNotes | text (multi-line) | Feedback Notes |
Activity. Activity timeline panel attached.
Relationships
- Lookups:
platformInstancepoints at aNWPLATINSTrecord.departmentpoints at aDEPTrecord.sitepoints at aSITErecord.affectedAssetspoints at aCOMPINVrecord.slapoints at aSLArecord.parentTicketpoints at aNWTICKETrecord.servicepoints at aNWSVCrecord.problempoints at aNWPROBLEMrecord.changeRequestpoints at aNWCHANGErecord.supportAgreementpoints at aSUPAGREEMENTrecord. - Related lists:
NWTICKETTIME.
Creating a Network Ticket via the API
POST /v1/objects
Authorization: Bearer <your-pat>
Content-Type: application/json
{
"entity": "NWTICKET",
"level": 6600,
"comboKey": "SUB:<your-sub-id>|ENT:",
"name": "Example",
"description": "Example text.",
"ticketType": "1",
"status": "1"
}Listing Network Tickets records
# All network tickets in your tenant
GET /v1/entities/NWTICKET/SUB