Service Assurance Ticketing API
API Overview
Our Service Assurance Ticketing API provides a standardized interface for creating, reading, updating and monitoring Incident and Service Request tickets.*
Built on industry standard REST principles, it integrates seamlessly and reliably with your existing systems to support consistent, efficient ticket management.
It eliminates manual ticketing efforts, while providing you with complete ticket visibility, built in governance and the ability to respond in real-time through webhooks.
* Incident Ticket: An unplanned interruption or a reduction in the quality of a service. Failure of a configuration item that has not yet affected service.
* Service Request Ticket: A standard pre-approved change or request for information/assistance – as per the service request catalog on GTT EnvisionDX.
API Documentation
Getting Started – Service Assurance Ticketing API
This development kit enables you to move from manual portal usage to automated API-driven ticket management.
Integration overview
The guide explains that GTT EnvisionDX allows for “e-bonding” (Electronic Bonding), which is a system-to-system integration. This allows your internal ticketing system (e.g., ServiceNow, Jira or a custom CRM) to “talk” directly to GTT’s backend, ensuring that ticket updates are synchronized across both platforms in real time.
Key prerequisites
Before you can start managing tickets via the API, the guide outlines several requirements:
- Account Access: You must have an active account on the GTT EnvisionDX portal.
- Authentication: Accessing the ticketing endpoints requires valid API credentials. Usually, this involves generating an API Key or using OAuth 2.0 protocols.
- Permissions: You must ensure your user profile has the necessary permissions to create, view and modify tickets.
- Service ID Mapping: A validated mapping of your internal service identifiers to the service IDs required for transactions and lookups.
Ticketing workflow
The page describes the standard lifecycle of a ticket within the GTT EnvisionDX ecosystem including:
- Initial Setup: Establishing the connection between your system and the GTT API.
- Creation: How to programmatically “Raise a Ticket” for technical issues or service requests.
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Polling vs. Webhooks: The guide typically mentions two ways to stay updated:
- Polling: Regularly asking the API for the latest status of a ticket.
- Webhooks (if applicable): Receiving automated notifications pushed from GTT to your system whenever a change occurs.
Basic use cases covered
The documentation provides high-level instructions for the most common tasks:
- Reporting Incidents: Submitting a ticket when a service is down.
- Checking Status: Retrieving the current status (e.g., “In Progress,” “Pending Customer” or “Resolved”).
- Communications: Sending and receiving comments or attachments within a ticket to communicate with GTT engineers.
Developer resources
As part of the “Getting Started” phase, the link points to:
- API Reference: The detailed technical specifications for each endpoint.
- Sandbox Environment: Information on whether a test environment is available to try out API calls without affecting live production tickets. – Or – Information on whether a dedicated test environment is available for experimenting with API calls without impacting live production tickets.
Documents
OAuth2 Token Endpoint (Client Credentials)
This endpoint is used to obtain an Access Token using the Client Credentials Grant flow. This flow is typically used for machine-to-machine (M2M) communication where a specific user’s consent is not required, and the client application is acting on its own behalf.
Cases
This endpoint retrieves a creates, updates, gets and list support cases (tickets) associated with a specific namespace. It allows users to view the details, status, and metadata of ongoing or past support issues within the GTT system.
Webhooks
This API registers webhook subscriptions for a specific namespace. By creating a webhook, your system can receive real-time HTTP callbacks (POST or PUT requests) whenever a specific action (e.g., creation) occurs on a specific resource type (e.g., case) within that namespace.
Sites
This API provisions and provides access to Site resources within a specific namespace. It features automatic address standardization and geocoding: the system accepts a raw address string (inputAddress) and transforms it into a structured address object with precise geospatial coordinates.
Offers
This API provisions and provides access to Offer resources within a specific namespace. The API provides the detailed configuration, pricing references, and metadata for a specific service Offer identified by its namespace and name.
Ratesheets
Retrieves a comprehensive Ratesheet for a specific site or offer. This document acts as a catalog of available vendor offerings, including detailed speed specifications, hand-off types, and multi-term pricing (MRR/NRR) for broadband and other connectivity products.