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Orange Wholesale International Trouble tickets 1.0

Report and Track your incidents with Orange Wholesale International from your own tools.

Use this API Contact us

Table of Contents



Subscribe to the API on the Orange Developer website

  • We have sent you an email inviting you to discover the Orange Wholesale International Trouble tickets API. If you wish to test the API, we also offer a Sandbox version connected with our test environment.

  • Open the link included in the email. You'll be asked to create or sign up to your Orange Developer account.

  • Click on the Use this API button

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  • Select an existing app or create a new one. You can name the app as you want.

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  • Click on the Next button. Your subscription to the API will be automatically approved.

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Check the other prerequisites

  • Your Orange Wholesale International representative will set up your access to the eCare customer portal

  • You'll be provided an ApplicationID. (Different from the one you see on your Orange Developer account)

  • You'll also need your client_id and client_secret that can be found on your Orange Developer account in My apps section.

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Start using the API

Generate a token

Access to this API is secured by the OAuth 2.0 framework with the Client Credentials grant type, which means that you will have to present an OAuth 2.0 access_token whenever you want to request this API.

It's easy to negotiate this access_token: just send a request to the proper token negotiation endpoint, with a Basic Authentication header valued with your own client_id and client_secret.

For this API, the token negotiation endpoint is:

https://api.orange.com/oauth/v3/token

A technical guide is available to learn how to negotiate and manage these access_token.

Find your Orange service numbers

First of all, before creating a trouble ticket, you'll need to retrieve the Orange service numbers linked to your account (aka the LD number).

Request

Response

You will receive a code 200 with the following body :

Body

  [
  {
       "productCharacteristic": [
            {
                "name": "productType",
                "value": "SERVICE_CODE"
            },
            {
                "name": "productTypeLabel",
                "value": "Name of the service"
            }
        ],
        "orangeServiceNumbers": [
            {
                "orangeServiceNumber": "LD000000",
                "technicalNumbers": [
                    "LD000001"
        ]
      }
    ]
  }
]

Consult the results and pick the orangeServiceNumber and technicalNumbers associated with the service for whom you want to create a trouble ticket.

Create a Trouble Ticket

Please note that it is not possible to add an attachment in the V1.0 of the API

Request

Request body

{
  "attachment": [],
  "relatedParty": [
    {
      "contactMedium": [
        {
          "id": "email@email.com",
          "contactType": "email"
        },
        {
          "id": "+331234567890",
          "contactType": "phone"
        }
      ],
      "name": "John Doe",
      "role": "depositor",
      "characteristic": [
        {
          "id": "",
          "name": "firstName",
          "value": "John"
        },
        {
          "id": "",
          "name": "lastName",
          "value": "Doe"
        }
      ],
      "@type": "RelatedPartyTtContactMedium"
    }
  ],
  "relatedEntity": [
    {
      "id": "LD000000",
      "role":"orangeServiceNumber"
    },
    {
      "id": "LD000001",
      "role": "technicalNumber"
    }
  ],
  "externalId": "Customer Reference",
  "description": "Please describe the issue here"
}

Response

You will receive a code 200 with the following body :

body_

{
    "ticketId": {
        "id": "1234567890"
    }
}

This is the id of your trouble ticket.

Update a ticket with a new comment

Request

In the URL, replace {id} by the trouble ticket id you want to update.

Request body

  {
  "attachment": [],
  "note": {
    "date": "2023-08-28T14:40:38.041Z",
    "type": "Comments",
    "text": "Type the new comment here"
  },
  "relatedEntity": {
    "id": "LD000000",
    "role": "orangeServiceNumber"
  }
  
}

Response

You will receive a code 200 meaning that the ticket has been successfully updated with your comment

Get the details of a Trouble Ticket based on the ID

Request

In the URL, replace {id} by the trouble ticket id you want to consult.

Response

Body

You will receive a code 200 with the following body :


{
    "ticket": {
        "id": "1234567890",
        "description": "null",
        "note": [
            {
                "date": "2023-07-20T15:18:38.000Z",
                "type": "Inward customer comments",
                "text": "Comment 1",
                "@type": "NoteTtType"
            }
        ],
        "creationDate": "2023-07-20T15:18:00.000Z",
        "status": "ongoing",
        "relatedentity": [
            {
                "id": "LD000000",
                "role": "product"
            },
            {
                "id": "LD000001",
                "role": "additionalTechnicalInformation"
            }
        ],
        "resolutionDate": "1970-01-01T00:00:00.000Z",
        "statusChange": {
            "changeDate": "1970-01-01T00:00:00.000Z",
            "changeReason": "Closure"
        },
        "externalId": "Customer reference",
        "relatedParty": [
            {
                "contactMedium": [
                    {
                        "id": "+33 1234567890",
                        "contactType": "universalPhone"
                    },
                    {
                        "id": "+33 1234567890",
                        "contactType": "usPhone"
                    },
                    {
                        "id": "+33 1234567890",
                        "contactType": "frPhone"
                    },
                    {
                        "id": "++33 1234567890",
                        "contactType": "directPhone"
                    },
                    {
                        "id": "csciw@orange.com",
                        "contactType": "email"
                    },
                    {
                        "id": "+33 1234567890",
                        "contactType": "phone"
                    }
                ],
                "name": "Customer Service Center International Wholesale",
                "role": "csc",
                "@type": "RelatedPartyTtContactMedium"
            },
            {
                "contactMedium": [
                    {
                        "id": null,
                        "contactType": "universalPhone"
                    },
                    {
                        "id": null,
                        "contactType": "usPhone"
                    },
                    {
                        "id": null,
                        "contactType": "frPhone"
                    },
                    {
                        "id": null,
                        "contactType": "directPhone"
                    },
                    {
                        "id": null,
                        "contactType": "email"
                    },
                    {
                        "id": "+33 1234567890",
                        "contactType": "phone"
                    }
                ],
                "name": "John Doe",
                "role": "depositor",
                "@type": "RelatedPartyTtContactMedium"
            }
        ],
        "attachment": {
            "name": "{}"
        },
        "priority": null,
        "escalationLevel": "0",
        "@Type": "TtEscalationLevel"
    }
}  

Search for Trouble Tickets based on filters

Request

The API provides a filter mechanism with the following query parameters

  • ctxid: The only accepted value is TCKTNG
  • sctxid: The only accepted value is wse
  • sortAsc: The accepted values are : true, false
  • sortColumn: The accepted values are TICKET_NUMBER, ORANGE_SERVICE_NUMBER, STATUS START_DATE, CUSTOMER_REF, REPORTED_BY
  • creationDateFrom: The accepted format is YYYY-MM-DDThh:mm:ss.mssZ (ex: 2023-08-28T14:40:38.041Z)
  • creationDateTo: The accepted format is YYYY-MM-DDThh:mm:ss.mssZ (ex: 2023-08-28T14:40:38.041Z)
  • orangeServiceNumber: Your Orange service number
  • reportedBy: The name of the ticket reporter
  • id: The id of the trouble ticket
  • status: The status of the trouble ticket. The accepted values are submitted, in_qualification, ongoing, restored, repaired, closed, frozen, errored, -1

Response

You will receive a code 200 with 2 headers :

Header

  • X_Page_Count , the number of pages
  • X-Total-Count , the number of all trouble tickets matching selected criteria.

And the following body (in this example, we only show one result, but you can have many entries)

Body

{
    "search": {
        "tickets": [
            {
                "id": "1234567890",
                "description": Description of the ticket,
                "creationDate": "2023-12-01T15:01:00.000Z",
                "status": "ongoing",
                "relatedentity": [
                    {
                        "id": "LD000000",
                        "role": "product"
                    },
                    {
                        "id": "LD000000",
                        "role": "additionalTechnicalInformation"
                    }
                ],
                "resolutionDate": "1970-01-01T00:00:00.000Z",
                "statusChange": {
                    "changeDate": "1970-01-01T00:00:00.000Z",
                    "changeReason": "Closure"
                },
                "externalId": null,
                "relatedParty": [
                    {
                        "contactMedium": [
                            {
                                "id": null,
                                "contactType": "universalPhone"
                            },
                            {
                                "id": null,
                                "contactType": "usPhone"
                            },
                            {
                                "id": null,
                                "contactType": "frPhone"
                            },
                            {
                                "id": null,
                                "contactType": "directPhone"
                            },
                            {
                                "id": null,
                                "contactType": "email"
                            },
                            {
                                "id": null,
                                "contactType": "phone"
                            }
                        ],
                        "name": "John Doe",
                        "role": "depositor",
                        "@type": "RelatedPartyTtContactMedium"
                    }
                ],
                "attachment": {
                    "name": null
                },
                "priority": null,
                "escalationLevel": "0",
                "@Type": "TtEscalationLevel"
            },

API Error handling

  • Code : 400
  • Meaning : Bad request
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}
  • Code : 404
  • Meaning : Not Found
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}
  • Code : 405
  • Meaning : Method Not Allowed
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}
  • Code : 422
  • Meaning : Unprocessable entity Business error
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}
  • Code : 500
  • Meaning : Internal Server Error
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}
  • Code : 503
  • Meaning : Service Unavailable
{
  "code": 0,
  "message": "string",
  "description": "string",
  "infoURL": "string"
}

Get the status of the API

Request

Response

Body

You will receive a code 200 with the following body :

{
    "status": "ok",
    "name": "API Ticketing WIN_BUS",
    "version": "",
    "components": {
        "status": "ok",
        "name": "WSE",
        "version": ""
    }
}

Postman collection to download

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