Orange Wholesale International Trouble tickets 1.0

Table of Contents

• Subscribe to the API on the Orange Developer website
• Check the other prerequisites
• Start using the API
• Generate a token
• Find your Orange service numbers
• Create a trouble ticket
• Update a ticket with a new comment
• Get the details of a trouble ticket based on the ID
• Search for trouble tickets based on filters
• API Error handling
• Get the status of the API
• Postman collection to download

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

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

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

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.

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

• Method : GET
• URL: https://api.orange.com/orange-wholesale-trouble-tickets/v1/product/
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID

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

• Method : POST `
• URL : https://api.orange.com/orange-wholesale-trouble-tickets/v1/troubleTicket
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID

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

• Method : PATCH
• URL : https://api.orange.com/orange-wholesale-trouble-tickets/v1/troubleTicket/{id}
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID

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

• Method : GET
• URL : https://api.orange.com/orange-wholesale-trouble-tickets/v1/troubleTicket/{id}/
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID

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

• Method : GET
• URL : https://api.orange.com/orange-wholesale-trouble-tickets/v1/troubleTicket?ctxid=TCKTNG&sctxid=wse&sortAsc=false&sortColumn=START_DATE&creationDateFrom=&creationDateTo=&orangeServiceNumber=&reportedBy=&id=&status=-1
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID,offset (The index of the first element to retrieve. Zero is the first item of the collection)

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

• Method : GET
• URL : https://api.orange.com/orange-wholesale-trouble-tickets/v1/status
• Authorization : OAuth 2.0 authentication to get the access token
• Header : ApplicationID

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

Click here

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