Case Routing

Cisco routes cases to the specialist engineer group based on three values:

Technology Code
Sub-Technology Code
Problem Code

These are often abbreviated and referred to as TSP Codes.

Smart Bonding offers all Technology, Sub-Technology and Problem Codes for ticket creation via API or can derive them from existing case information such as the short description / title or the description / case notes.

Note: Pulling these codes 1x daily and acting according to the update flag is recommended. Only use active (unchanged) codes for ticket creation. Using expired TSP Codes for escalated tickets will result in your ticket being routed to a general queue instead of the specialist team directly. This can cause delays in case acceptance. Codes will only update once per day, pulling codes more often is unnecessary.

Method: GET from: sb-partner-oauth-proxy-api/tsp/api/v1/xylem/tspcodes

See Smart Bonding TSP API for details on the request.

The response will include codes and information on how to pull more. The below request is shortened to display only a few sample codes.

json

Copy{
    "tspCodes": [
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015703,
            "problemCodeDescription": "Password Recovery",
            "problemCodeName": "PASSWORD_RECOV",
            "subTechId": 3315,
            "subTechName": "Netflow Generation Appliance NGA",
            "techId": 15,
            "techName": "NMS (Network Management Services)"
        },
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015704,
            "problemCodeDescription": "Product Feature/Function Question",
            "problemCodeName": "PRODUCT_QUESTION",
            "subTechId": 3315,
            "subTechName": "Netflow Generation Appliance NGA",
            "techId": 15,
            "techName": "NMS (Network Management Services)"
        },
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015705,
            "problemCodeDescription": "Software Selection/Download Assistance",
            "problemCodeName": "SOFTWARE_ASSISTANCE",
            "subTechId": 3315,
            "subTechName": "Netflow Generation Appliance NGA",
            "techId": 15,
            "techName": "NMS (Network Management Services)"
        },
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015706,
            "problemCodeDescription": "Software Failure",
            "problemCodeName": "SOFTWARE_FAILURE",
            "subTechId": 3315,
            "subTechName": "Netflow Generation Appliance NGA",
            "techId": 15,
            "techName": "NMS (Network Management Services)"
        },
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015707,
            "problemCodeDescription": "Hardware Failure",
            "problemCodeName": "HARDWARE_FAILURE",
            "subTechId": 1394,
            "subTechName": "Cat2960",
            "techId": 13,
            "techName": "LAN Switching"
        },
        {
            "changeFlag": "Unchanged",
            "editTimeUtc": "2022-08-24 02:1:38",
            "id": 10000015708,
            "problemCodeDescription": "Software Failure",
            "problemCodeName": "SOFTWARE_FAILURE",
            "subTechId": 1058,
            "subTechName": "Intelligent Services Gateway (ISG) / Service Selection Gateway (SSG)",
            "techId": 41,
            "techName": "Mobile Wireless (2G/3G/4G) and Wimax"
        }
    ]
}