The Level 3 process in RA is "Manage RA operations"
Your Level 4 then goes into more detailed processes such as
" Monitor Revenue Assurance Controls"
" Create Revenue Assurance Trouble Report" etc (there are 7 Level 4's)

My question: Where does a Revenue Assurance Trouble Fit into the above mentioned level 4's?
There is NO mention of a trouble ticket in the HTML version or in GB922 as to where it fits in.

Page 16 of the SID v7 goes into quite some detail with respect to a RA trouble ticket.
(GB922_Addendum_7RA_R7-0_v1-1.pdf)

Any comments from any of the TMF members or staff would be greatly appreciated.

Best

Lucas Dreyer

Hi, following is John Reilly's response,

Gadi 

There are a whole series of L4 processes as shown below that deal with Revenue Assurance Trouble Reports

1.3.2.6.2 Manage Revenue Assurance Operations................................................................................ 221

Manage Revenue Assurance Operations....................................................................................................... 221

Monitor Revenue Assurance Controls........................................................................................................... 222

Create Revenue Assurance Trouble Report.................................................................................................. 223

Resolve Revenue Assurance Trouble.............................................................................................................. 223

Assess Revenue Assurance Trouble................................................................................................................ 223

Close Revenue Assurance Trouble Report.................................................................................................... 224

Track & Manage Revenue Assurance Trouble Resolution........................................................................ 224

Report Revenue Assurance............................................................................................................................... 225

 

The eTOM team for some reason changed the term Trouble Ticket in the SID to Trouble Report in the eTOM, but they are synonymous.

 

Gadi , John , thanks for the reply.
We went ahead and modeled it after we read - Close Trouble report, which resembles a trouble ticket.
I would suggest that TMF update their eTOM for Revenue Assurance so that the Manage RA operations proccess should state RA Trouble Ticket and not Trouble Report.
A Report is part of the L4 proccess: "Report Revenue Assurance".
Also, a report is a once off action in response to an event or request as opposed to a ticket that has a definate start, update and closure time.
Gadi, from which document is the above extracted and when is the next version of the eTOM due? (v8)

Best

Lucas

Lucas,

It is taken from eTOM GB921 release 7 Addendum D.

I am not sure if the issue will be amended in the next version of the eTOM/SID - regretfully the term of "trouble ticket" seems to cause strong reactions in different communities, which is what lead to this minor discrepancy in term used – I hope it will be solved soon.

Best Regards

Gadi