Network Working Group                                  Dimitris Zisiadis
Internet-Draft                                           Spyros Kopsidas
Intended status: Experimental Track                        Matina Tsavli
Expires: March 20, 2011                               Leandros Tassiulas
                                                                   CERTH
                                                 Chrysostomos Tziouvaras
                                                                   GRNET
                                                      Guillaume Cessieux
                                                          Xavier Jeannin
                                                                    CNRS
                                                       December 08, 2010

             The Network Trouble Ticket Data Model

                 draft-dzis-nwg-nttdm-08.txt


Status of This Memo

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Copyright and License Notice

   Copyright (c) 2010 IETF Trust and the persons identified as the
   document authors. All rights reserved.

   This document is subject to BCP 78 and the IETF Trust's Legal
   Provisions Relating to IETF Documents
   (http://trustee.ietf.org/license-info) in effect on the date of
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   respect to this document.


Abstract


   Handling multiple sets of network trouble tickets (TTs)
   originating from different participants inter-connected network
   environments poses a series of challenges for the involved
   institutions, Grid is a good example of such multi-domain project.
   Each of the participants follows different procedures for handling
   trouble in its domain, according to the local technical and
   linguistic profile. The TT systems of the participants collect,
   represent and disseminate TT information in different formats.
   As a result, management of the daily workload by a central Network
   Operations Centre (NOC) is a challenge on its own. Normalization
   of TTs to a common format at the central NOC can ease presentation,
   storing and handling of the TTs. In the present document we provide
   a model for automating the collection and normalization of the TT
   received by multiple networks forming the Grid. Each of the
   participants is using its home TT system within its domain for
   handling trouble incidents, whereas the central NOC is gathering
   the tickets in the normalized format for repository and handling.
   XML is used as the common representation language. The model was
   defined and used as part of the networking support activity of
   the EGEE project (Enabling Grids for E-sciencE).


Table of Contents

   1.  Introduction .................................................. 5
     1.1. Terminology ................................................ 6
     1.2. Notations .................................................. 6
     1.3. About the Network Trouble Ticket Data Model ................ 6
     1.4. About the Network Trouble Ticket Implementation ............ 7
     1.5. Future plans ............................................... 7


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   2.  NTTDM Types and Definitions ................................... 8
     2.1 Types and Definitions for the TYPE Attributes ............... 8
       2.1.1 Defined ................................................. 8
       2.1.2 Free .................................................... 8
       2.1.3 Multiple ................................................ 8
       2.1.4 List .................................................... 8
     2.2 Types and Definitions for the VALID FORMAT Attributes ....... 9
       2.2.1 Predefined String ....................................... 9
         2.2.1.1 Definitions of the Predefined Values ................10
       2.2.2 String ................................................. 13
       2.2.3 Datetime ............................................... 14
   3.  NTTDM ........................................................ 14
     3.1 NTTDM components ........................................... 14
       3.1.1 NTTDM Attributes ....................................... 14
     3.2 NTTDM Aggregate classes  ................................... 15
       3.2.1 NTTDM-Document class ................................... 15
       3.2.2 Ticket class ........................................... 15
       3.2.3 Ticket origin information .............................. 17
         3.2.3.1 PARTNER_ID ......................................... 17
         3.2.3.2 ORIGINAL_ID ........................................ 17
       3.2.4 Ticket information ..................................... 17
         3.2.4.1 TT_ID .............................................. 18
         3.2.4.2 TT_TITLE ........................................... 18
         3.2.4.3 TT_TYPE ............................................ 18
         3.2.4.4 TT_PRIORITY ........................................ 19
         3.2.4.5 TT_STATUS .......................................... 19
         3.2.4.6 TT_SOURCE .......................................... 19
         3.2.4.7 TT_OPEN_DATETIME ................................... 20
         3.2.4.8 TT_CLOSE_DATETIME .................................. 20
       3.2.5 Trouble details ........................................ 20
         3.2.5.1 TT_SHORT_DESCRIPTION ............................... 20
         3.2.5.2 TT_LONG_DESCRIPTION ................................ 21
         3.2.5.3 TYPE ............................................... 21
         3.2.5.4 TT_IMPACT_ASSESSMENT ............................... 21
         3.2.5.5 START_DATETIME ..................................... 22
         3.2.5.6 DETECT_DATETIME .................................... 22
         3.2.5.7 REPORT_DATETIME .................................... 22
         3.2.5.8 END_DATETIME ....................................... 23
         3.2.5.9 TT_LAST_UPDATE_TIME ................................ 23
         3.2.5.10 TIME_WINDOW_START ................................. 23
         3.2.5.11 TIME_WINDOW_END ................................... 24
         3.2.5.12 WORK_PLAN_START_DATETIME .......................... 24
         3.2.5.13 WORK_PLAN_END_DATETIME ............................ 24
       3.2.6 Related data ........................................... 25
         3.2.6.1 RELATED_EXTERNAL_TICKETS ........................... 25



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         3.2.6.2 ADDITIONAL_DATA .................................... 25
         3.2.6.3 RELATED_ACTIVITY ................................... 25
         3.2.6.4 HISTORY ............................................ 26
       3.2.7 Localization and impact ................................ 26
         3.2.7.1 AFFECTED_COMMUNITY ................................. 26
         3.2.7.2 AFFECTED_SERVICE ................................... 26
         3.2.7.3 LOCATION ........................................... 27
         3.2.7.4 NETWORK_NODE ....................................... 27
         3.2.7.5 NETWORK_LINK_CIRCUIT ............................... 27
         3.2.7.6 END_LINE_LOCATION_A ................................ 28
         3.2.7.7 END_LINE_LOCATION_B ................................ 28
       3.2.8 Contact information .................................... 28
         3.2.8.1 OPEN_ENGINEER ...................................... 28
         3.2.8.2 CONTACT_ENGINEERS .................................. 29
         3.2.8.3 CLOSE_ENGINEER ..................................... 29
       3.2.9 Security ............................................... 29
         3.2.9.1 HASH ............................................... 29
     3.3 NTTDM Representation ....................................... 30
   4.  Internationalization Issues .................................. 32
   5.  Example ...................................................... 32
     5.1 Link Failure ............................................... 32
   6.  Sample Implementation: XML Schema ............................ 33
   7.  Security Considerations ...................................... 45
   8. IANA Considerations ........................................... 46
   9.  Acknowledgements ............................................. 47
   10.  List of Acronyms ............................................ 48
   11.  References .................................................. 49
     11.1 Normative References ...................................... 49
     11.2 Informative References .................................... 49
   12.  Authors' Addresses .......................................... 50


















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1.  Introduction

   Problem impact assessment, reporting identification and handling
   as well as trouble information dissemination and delegation of
   authority are some of the main tasks that have to be implemented
   by the members of a Grid, for succession in managing the network
   and maintaining operational efficiency of the services offered to its
   users.
   Different TT systems are used by each network domain, delivering TTs
   in alternate formats, while TT load is growing proportionally with
   the network size and the serviced users.
   Hereby we define a data model for TT normalization initially
   targeted for networking providers serving EGEE [7]. The model is
   designed in accordance with RFC 1297 [10], meeting requirements
   of the multiple TT systems used.
   It is both effective and comprehensive, as it compensates for
   the core activities of the NOCs. It is also dynamic, allowing
   additional options to be included in the future, according to demand.
   It provides an XML representation for conveying incident information
   across administrative domains between parties that have an
   operational responsibility of remediation or a watch-and-warning over
   a defined constituency.
   The data model encodes information about hosts, networks, and the
   services running on these systems; attack methodology and associated
   forensic evidence; impact of the activity; and limited approaches for
   documenting workflow.
   The Network Trouble Ticket Data Model (NTTDM) aims to simplify
   TT exchange within the boundaries of a Grid and to enhance the
   functional cooperation of every Network operation Centre (NOC)
   and the Grid Operation Centre (GOC). Community adoption of the
   NTTDM enhances trouble resolution within the grid framework
   and imparts network status cognizance by modeling collaboration
   and information exchange among the operators. The NTTDM definition
   provides:

   o  A common format that allows GOC as well as all participating
      NOCs to store, exchange, manage and analyze TTs (assessment
      of TT impact).

   o  Increased automation in handling a TT since the network
      operators have a common view to the trouble.

   The model was designed and used as part of the networking
   support activity of the EGEE project, as part of the ENOC (EGEE
   Network Operating Centre) [8] procedures for managing the Grid.



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1.1. Terminology

   NTTDM uses specific keywords to describe the various data
   components. These keywords are:
   Defined, Free, Multiple, List, Predefined String, String,
   Datetime, Solved, Cancelled, Inactive, Superseded,
   Opened/Closed, Operational, Informational, Administrative,
   Test.

   Those in this document are to be interpreted as described in
   Section 2.


1.2. Notations

   The NTTDM is specified in two ways, as an abstract data model
   and as an XML Schema. Section 3 provides a Unified Modeling
   Language (UML) [9] model describing the individual classes and
   their relationship with each other.   The semantics of each
   class are discussed and their attributes explained. In Section
   6, this UML model is converted in an XML Schema [1, 2, 3, 4].
   A specific namespace [5] is also defined.

   The term "XML document" refers to any instance of an XML
   Document. The term "NTTDM document" refers to specific
   elements and attributes of the NTTDM schema.   Finally, the
   terms "class", and "element" will be used interchangeably to
   reference either a given UML class in the data model or its
   corresponding schema implementation.


1.3. About the Network Trouble Ticket Data Model

   The NTTDM is a data representation that provides a framework
   for normalizing and sharing information among network operators
   and the GOC regarding troubles within the Grid boundaries.
   There has been a lot of thought processing during the design of
   the data model:

   o  The data model serves as a common storage and exchange format.

   o  Every NOC still uses its home TT system for network management
      within its area of control.

   o  As there is no universally adopted definition for a trouble,
      in the NTTDM definition the term is used with a comprehensive
      meaning to cover all NOCs.

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   o  Handling every possible definition of a trouble incident
      would call for an extremely expanded and complex data model.
      Therefore, the NTTDM purpose is to serve as the basis to
      normalize and exchange TTs. It is flexible and expressive in
      order to ensure that specific NOC requirements are met.
      Specific NOC information is kept outside the NTTDM and
      external databases can be used to feed it.

   o  The domain of managing the information is not fully
       standardized and must rely on free-form textual descriptions.
      The NTTDM attempts to strike a balance between supporting
       this free-form content, while still allowing automated
       processing of incident information.

   The NTTDM is only one of feasible TT data representations. The
   goal of this design was to be as effective and comprehensive to
   cover for the management of a general grid environment.   The
   already used TT formats influenced the design of the NTTDM.


1.4. About the Network Trouble Ticket Implementation

   Here we describe an example of typical use case.
   The Grid project EGEE manages its infrastructure as network
   overlay over the European NRENs and want to be able to warn
   EGEE sites of the unavailability of the network. Thanks to
   collaboration with its network provider the EGEE NOC receive
   TTs (800 tickets/month, 2500 emails/month) from 20 NRENs and
   should be able to cope with the heavy TT process. Thanks to
   the NTTDM the EGEE NOC can automate the TT workflow:

   o  TT is filtered, sorted and stored in local DB.

   o  TT impact on the Grid is assessed.

   o  TT is pushed to dashboard and other tools (EGEE TT system,
      statistics, etc.)


1.5. Future plans

   Since this is an Experimental document, operational experience will
   be used to expand the sections under 'Ticket Origin Information?.
   The current specification is already used within EGEE. Other Grids
   are free to use it and report comments to the authors. After enough
   experimentation it will be placed on the Standards Track.


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2.  NTTDM Types and Definitions

   The various data elements of the TT data model are typed.  This
   section discusses these data types.  When possible, native Schema
   data types were adopted, but for more complicated formats, regular
   expressions or external standards were used.


2.1 Types and Definitions for the TYPE attribute.

   These types are used to describe the TYPE attribute.


2.1.1 Defined

   The Defined data type means that the data model provides a mean
   to compute this value from the rest of the fields.

   The Defined data type is implemented as a "Defined" in the
   schema.


2.1.2 Free

   The Free data type means that the value can be freely chosen.

   All Free string should have as an attribute the language used.

   The Free data type is implemented as a "Free" in the schema.


2.1.3 Multiple

   The Multiple data type consists of one value among multiple
   fixed values.

   The Multiple data type is implemented as an "Multiple" in the
   schema.


2.1.4 List

   List means many values among multiple fixed values.
   The List data type is implemented as a "List" in the schema.




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2.2 Types and Definitions for the VALID FORMAT attributes


2.2.1 Predefined String

   A Predefined String means the different values are predefined
   in the data model.

   Each field that requires a Predefined String contains a specific
   value. Here is the table that shows the allowed values for such
   fields.

   +------------------------+-----------------------------------+
   |         FIELD NAME     |              VALUES               |
   +------------------------+-----------------------------------+
   |          TT_TYPE       |    Operational, Informational,    |
   |                        |       Administrative, Test        |
   +------------------------+-----------------------------------+
   |            TYPE        |      Scheduled, Unscheduled       |
   +------------------------+-----------------------------------+
   |        TT_PRIORITY     |         Low, Medium, High         |
   +------------------------+-----------------------------------+
   |  TT_SHORT_DESCRIPTION  |  Core Line Fault, Access Line     |
   |                        |  Fault, Degraded Service, Router  |
   |                        |  Hardware Fault, Router Software  |
   |                        | Fault, Routing Problem, Undefined |
   |                        |   Problem, Network congestion,    |
   |                        | Client Upgrade, IPv6, QoS, VoIP,  |
   |                        |               Other               |
   +------------------------+-----------------------------------+
   | TT_IMPACT_ASSESSMENT   |  No impact, Reduced redundancy,   |
   |                        | Minor performance impact, Severe  |
   |                        |      performance impact,          |
   |                        |   No connectivity, On backup,     |
   |                        |       At risk, Unknown            |
   +------------------------+-----------------------------------+
   |        TT_STATUS       | Opened, Updated, Closed, Solved,  |
   |                        |  Inactive, Cancelled, Reopened,   |
   |                        |  Superseded, Opened/Closed        |
   +------------------------+-----------------------------------+
   |       TT_SOURCE        |  Users, Monitoring, Other NOC     |
   +------------------------+-----------------------------------+

          Figure 1: The allowed Predefined String values




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   The Predefined String data type is implemented as an "xs:string" in
   the schema with a sequence of enumerations for the allowed values.


2.2.1.1 Definitions of the Predefined Values

   TT_TYPE

     o  Operational: for network incident & maintenance only.

     o  Informational: Information about the TT system or the
        exchange interface (maintenance, upgrade).

      o  Administrative: Information about the access to the TTS
        (credentials) or the exchange interface.

     o  Test: to test the TT system or the exchange interface, etc.


   TYPE

     o  Scheduled: the incident was scheduled to happen.

     o  Unscheduled: the incident was unscheduled.


   TT_PRIORITY

     o  Low: the TT priority is low.

     o  Medium: the TT priority is medium.

     o  High: the TT priority is high.


   TT_SHORT_DESCRIPTION

     o  Core Line Fault: malfunction of a high bandwidth Core line.

     o  Access Line Fault: malfunction of a medium bandwidth Access
        line.

     o  Degraded Service.

     o  Router Hardware Fault: malfunction of the router hardware.



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     o  Router Software Fault: malfunction of the router software.

     o  Routing Problem: incident regarding the routing service.

     o  Undefined Problem: the nature of the problem is not
        identified.

     o  Network congestion: problem due to traffic at the network
        (blocked).

     o  Client Upgrade: incidents regarding clients/services upgrade.

     o  IPv6: incident regarding the IPv6 network.

     o  QoS: incident regarding the QoS of the network.

     o  VoIP: incident regarding VoIP.

     o  Other: non listed incident.


   TT_IMPACT_ASSESSMENT

     o  No impact: the incident does not cause any impacts.

     o  Reduced redundancy: the incident produces reduction at the
        redundancy.

     o  Minor performance impact: the incident causes a minor
        performance impact.

     o  Severe performance impact: the incident causes a severe
        performance impact.

     o  No connectivity: the incident causes failure of connectivity.

     o  On backup: the incident produces malfunction on backup services.

     o  At risk: the incident should not have any impact but possibly
        it may cause some trouble.

     o  Unknown: the nature of the impact is not identified.






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   TT_STATUS

     o  Opened: the ticket is opened.

     o  Closed: the ticket is closed.

     o  Updated: the ticket's contents have been updated.

     o  Cancelled: the ticket has been opened twice, one of the both
        tickets is cancelled and a relation is done between them via
        RELATED_ACTIVITY.

     o  Solved: the incident is solved but the team prefers to
        monitor for check.

     o  Opened/closed: stands for tickets that are opened only to
        report an incident that is already solved.

     o  Inactive: the ticket is under the responsibility of an
        external domain and is no more under the domain control.

     o  Reopened: the ticket was closed by error, or the problem
        was faulty declared solved. Historical data are very important
        at this case.

     o  Superseded: the ticket has been superseded by another one
        (case of a bigger problem having raised many tickets and
        being merged in one single incident). The RELATED_ACTIVITY
        field should include the master ticket reference.

   Allowed transitions for TT_STATUS are only those following.
   Possible final states are indicated with (X).
















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                           +------------------+
                           | Opened/Closed (X)|
                           +------------------+
                                    |
                                    |
                                    V
                             +--------------+
     /-----------------------|  Reopened    |<-------------------\
     |                       |              |----------\         |
     |                       +--------------+          |         |
     |                             ^                   |         |
     |                             |                   |         |
     |                             V                   |         |
     |                     +-------------------+       |         |
     |                     | Superseded    (X) |       |         |
     |                     | or Inactive   (X) |       |         |
     |  /----------------->| or Cancelled  (X) |<---\  |         |
     |  |                  +-------------------+    |  |         |
     |  |                          ^                |  |         |
     |  |                          |                |  V         |
     |  |            +--------+    |            +--------+       |
     |  |  /---------| Opened |----/            | Solved |-----\ |
     |  |  |         |        |---------------->|        |     | |
     |  |  |         +--------+                 +--------+     | |
     |  |  |             |                          ^          | |
     V  |  V             |                          |          | |
   +---------+           |                          |          | |
   |         |----------(|)-------------------------/          V V
   | Updated |           |                              +------------+
   |         |----------(|)---------------------------->|            |
   +---------+           |                              | Closed (X) |
                         \----------------------------->|            |
                                                        +------------+

                 Figure 2: TT_STATUS transition diagram


2.2.2 String

   The String value is defined by the user of the model.
   The String data type is implemented as an "xs:string" in the
   schema.






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2.2.3 Datetime

   Date-time strings are represented by the Datetime data type.
   Each date-time string identifies a particular instant in time;
   ranges are not supported.
   Date-time strings are formatted according to a subset of ISO
   8601: 2000 documented in RFC 3339.

   The Datetime data type is implemented as an "xs:dateTime" in
   the schema.


3. NTTDM

   In this section, the individual components of NTTDM will be
   discussed  in detail. This class provides a standardized
   representation for commonly exchanged Field Name data.


3.1 NTTDM Components


3.1.1 NTTDM Attributes

   The Field Name class has four attributes. Each attribute
   provides information about a Field Name instance. The
   attributes that characterize one instance constitute all the
   information required to form the data model.

   DESCRIPTION

     This field contains a short description of the field name.

   TYPE

     The TYPE attribute contains information about the type of the field
     name it depends on. The values that it may contain are:
     Defined, Free, Multiple, List.

   VALID FORMAT

     This attribute contains information about the format of each field.
     The values that it may contain are: Predefined String, String,
     Datetime.




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   MANDATORY

     This attribute indicates if the information of each field is
     required or is optional. In case the information is required
     the field MANDATORY contains the word: "YES". On the
     contrary, when filling the information is optional, the
     field MANDATORY contains the word "NO".


3.2 NTTDM Aggregate Classes


3.2.1 NTTDM-Document class

   The NTTDM-Document class is the top-level class in NTTDM. All
   NTTDM documents are an instance of this class.

   +---------------+
   | NTTDM-Document|
   +---------------+
   | version       |<>--{1..*}--[ Ticket     ]
   | lang          |
   +---------------+

                     Figure 3: NTTDM-Document class

   The aggregate class that constitutes NTTDM-Document is:

   Ticket
     One or more. The information related to a single ticket.

   The NTTDM-Document class has two attributes:

   version
     STRING. The value of this attribute MUST be "1.00"

     lang
       Required.


3.2.2 Ticket class

   Every ticket is represented by an instance of the Ticket class.
   This class provides a standardized representation for commonly
   exchanged TT data.



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   +---------+
   | Ticket  |
   +---------+
   |  lang   |<>----------[ Partner_ID               ]
   |         |<>----------[ Original_ID              ]
   |         |<>----------[ TT_ID                    ]
   |         |<>----------[ TT_Title                 ]
   |         |<>----------[ TT_Type                  ]
   |         |<>--{0..1}--[ TT_Priority              ]
   |         |<>----------[ TT_Status                ]
   |         |<>--{0..1}--[ TT_Source                ]
   |         |<>----------[ TT_Open_Datetime         ]
   |         |<>----------[ TT_Close_Datetime        ]
   |         |<>----------[ TT_Short_Description     ]
   |         |<>----------[ TT_Long_Description      ]
   |         |<>----------[ Type                     ]
   |         |<>----------[ TT_Impact_Assessment     ]
   |         |<>----------[ Start_Datetime           ]
   |         |<>--{0..1}--[ Detect_Datetime          ]
   |         |<>--{0..1}--[ Report_Datetime          ]
   |         |<>----------[ End_Datetime             ]
   |         |<>----------[ TT_Last_Update_Time      ]
   |         |<>--{0..1}--[ Time_Window_Start        ]
   |         |<>--{0..1}--[ Time_Window_End          ]
   |         |<>--{0..1}--[ Work_Plan_Start_Datetime ]
   |         |<>--{0..1}--[ Work_Plan_End_Datetime   ]
   |         |<>--{0..1}--[ Related_External_Tickets ]
   |         |<>--{0..1}--[ Additional_Data          ]
   |         |<>--{0..1}--[ Related_Activity         ]
   |         |<>----------[ History                  ]
   |         |<>--{0..1}--[ Affected_Community       ]
   |         |<>--{0..1}--[ Affected_Service         ]
   |         |<>----------[ Location                 ]
   |         |<>--{0..1}--[ Network_Node             ]
   |         |<>--{0..1}--[ Network_Link_Circuit     ]
   |         |<>--{0..1}--[ End_Line_Location_A      ]
   |         |<>--{0..1}--[ End_Line_Location_B      ]
   |         |<>--{0..1}--[ Open_Engineer            ]
   |         |<>--{0..1}--[ Contact_Engineers        ]
   |         |<>--{0..1}--[ Close_Engineer           ]
   |         |<>--{0..1}--[ Hash                     ]
   +---------+

                     Figure 4: the Ticket class




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   lang
     Required.

   The Field Names are the Aggregate Classes that constitute the
   NTTDM and each of them is an element that is characterized by a
   quadruple (DESCRIPTION, TYPE, VALID FORMAT, MANDATORY).


3.2.3 Ticket origin information


3.2.3.1 PARTNER_ID

   +--------------+
   | PARTNER_ID   |
   +--------------+
   | DESCRIPTION  |   The unique ID of the TT source partner.
   | TYPE         |   Multiple.
   | VALID FORMAT |   String.
   | MANDATORY    |   Yes.
   +--------------+

                    Figure 5: Partner_ID Class


3.2.3.2 ORIGINAL_ID

   +--------------+
   | ORIGINAL_ID  |
   +--------------+
   | DESCRIPTION  |   TT ID that was assigned by the party.
   | TYPE         |   Free.
   | VALID FORMAT |   String.
   | MANDATORY    |   Yes.
   +--------------+

                    Figure 6: Original_ID Class


3.2.4 Ticket information








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3.2.4.1 TT_ID

   +--------------+
   | TT_ID        |
   +--------------+
   | DESCRIPTION  |   The unique ID of the TT.
   | TYPE         |   As defined below.
   | VALID FORMAT |   String.
   | MANDATORY    |   Yes.
   +--------------+

                     Figure 7: TT_ID Class

   TYPE is constructed as "PARTNER_ID"_"ORIGINAL_ID".
         PARTNER_ID   and  ORIGINAL_ID  MUST  therefore   not
         contain  an underscore character.


3.2.4.2 TT_TITLE

   +---------------+
   | TT_TITLE      |
   +---------------+
   | DESCRIPTION   |   The title of the TT.
   | TYPE          |   DEFINED.
   | VALID FORMAT  |   String.
   | MANDATORY     |   Yes.
   +---------------+

                      Figure 8: TT_Title Class


3.2.4.3 TT_TYPE

   +---------------+
   | TT_TYPE       |
   +---------------+
   | DESCRIPTION   |   The type of the TT.
   | TYPE          |   Multiple.
   | VALID FORMAT  |   Predefined String.
   | MANDATORY     |   Yes
   +---------------+

                     Figure 9: Type Class




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3.2.4.4 TT_PRIORITY

   +--------------+
   | TT_PRIORITY  |
   +--------------+
   | DESCRIPTION  |   The TT priority.
   | TYPE         |   Multiple.
   | VALID FORMAT |   Predefined String.
   | MANDATORY    |   No.
   +--------------+

                     Figure 10: TT_Priority Class


3.2.4.5 TT_STATUS

   +--------------+
   | TT_STATUS    |
   +--------------+
   | DESCRIPTION  |   The TT status.
   | TYPE         |   Multiple.
   | VALID FORMAT |   Predefined String.
   | MANDATORY    |   Yes.
   +--------------+

                     Figure 11: TT_Status Class


3.2.4.6 TT_SOURCE

   +--------------+
   | TT_SOURCE    |
   +--------------+
   | DESCRIPTION  |   The source of the ticket.
   | TYPE         |   Multiple.
   | VALID FORMAT |   Predefined String.
   | MANDATORY    |   No.
   +--------------+

                     Figure 12: TT_Source Class








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3.2.4.7 TT_OPEN_DATETIME

   +------------------+
   | TT_OPEN_DATETIME |
   +------------------+
   | DESCRIPTION      |   The datetime when the TT was opened.
   | TYPE             |   Multiple.
   | VALID FORMAT     |   Datetime.
   | MANDATORY        |   Yes.
   +------------------+

                     Figure 13: TT_Open_Datetime Class


3.2.4.8 TT_CLOSE_DATETIME

   +-------------------+
   | TT_CLOSE_DATETIME |
   +-------------------+
   | DESCRIPTION       |   The datetime when the TT was closed.
   | TYPE              |   Multiple.
   | VALID FORMAT      |   Datetime.
   | MANDATORY         |   Yes.
   +-------------------+

                   Figure 14: TT_Close_Datetime Class


3.2.5 Trouble details

3.2.5.1 TT_SHORT_DESCRIPTION

   +----------------------+
   | TT_SHORT_DESCRIPTION |
   +----------------------+
   | DESCRIPTION          |   The short description of the trouble.
   | TYPE                 |   Multiple.
   | VALID FORMAT         |   Predefined String.
   | MANDATORY            |   Yes.
   +----------------------+

                 Figure 15: TT_Short_Description Class






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3.2.5.2 TT_LONG_DESCRIPTION

   +---------------------+
   | TT_LONG_DESCRIPTION |
   +---------------------+
   | DESCRIPTION         |   The detailed description of the
   |                     |   incident/maintenance reported in the TT.
   | TYPE                |   Free.
   | VALID FORMAT        |   String.
   | MANDATORY           |   Yes.
   +---------------------+

                 Figure 16: TT_Long_Description Class


3.2.5.3 TYPE

   +--------------+
   | TYPE         |
   +--------------+
   | DESCRIPTION  |   The type of the trouble.
   | TYPE         |   Multiple.
   | VALID FORMAT |   Predefined String.
   | MANDATORY    |   Yes.
   +--------------+

                        Figure 17: Type Class


3.2.5.4 TT_IMPACT_ASSESSMENT

   +----------------------+
   | TT_IMPACT_ASSESSMENT |
   +----------------------+
   | DESCRIPTION          |   The impact of the incident/maintenance.
   | TYPE                 |   Multiple.
   | VALID FORMAT         |   Predefined String.
   | MANDATORY            |   Yes.
   +----------------------+

               Figure 18: TT_Impact_Assessement Class







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3.2.5.5 START_DATETIME

   +----------------+
   | START_DATETIME |
   +----------------+
   | DESCRIPTION    |   The   datetime   that   the
   |                |   incident/maintenance started.
   | TYPE           |   Multiple.
   | VALID FORMAT   |   Datetime.
   | MANDATORY      |   Yes.
   +----------------+

                   Figure 19: Start_Datetime Class


3.2.5.6 DETECT_DATETIME

   +-------------------+
   | DETECT_DATETIME   |
   +-------------------+
   | DESCRIPTION       |   The datetime when the incident was detected.
   | TYPE              |   Multiple.
   | VALID FORMAT      |   Datetime.
   | MANDATORY         |   No.
   +-------------------+

                   Figure 20: Detect_Datetime Class


3.2.5.7 REPORT_DATETIME

   +-----------------+
   | REPORT_DATETIME |
   +-----------------+
   | DESCRIPTION     |   The datetime when the incident was reported.
   | TYPE            |   Multiple.
   | VALID FORMAT    |   Datetime.
   | MANDATORY       |   No.
   +-----------------+

                   Figure 21: Report_Datetime Class







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3.2.5.8 END_DATETIME

   +--------------+
   | END_DATETIME |
   +--------------+
   | DESCRIPTION  |   The datetime when the incident/maintenance ended.
   | TYPE         |   Multiple.
   | VALID FORMAT |   Datetime.
   | MANDATORY    |   Yes.
   +--------------+

                    Figure 22: End_Datetime Class


3.2.5.9 TT_LAST_UPDATE_TIME

   +---------------------+
   | TT_LAST_UPDATE_TIME |
   +---------------------+
   | DESCRIPTION         |   The last datetime when the TT was updated.
   | TYPE                |   Multiple.
   | VALID FORMAT        |   Datetime.
   | MANDATORY           |   Yes.
   +---------------------+

                 Figure 23: TT_Last_Update_Time Class


3.2.5.10 TIME_WINDOW_START

   +-------------------+
   | TIME_WINDOW_START |
   +-------------------+
   | DESCRIPTION       |   The window start time in which planned
   |                   |   maintenance may occur.
   | TYPE              |   Multiple.
   | VALID FORMAT      |   Datetime.
   | MANDATORY         |   No, unless TYPE is "Scheduled".
   +-------------------+

                  Figure 24: Time_Window_Start Class







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3.2.5.11 TIME_WINDOW_END

   +-----------------+
   | TIME_WINDOW_END |
   +-----------------+
   | DESCRIPTION     |   The window end time in which planned
   |                 |   maintenance may occur.
   | TYPE            |   Multiple.
   | VALID FORMAT    |   Datetime.
   | MANDATORY       |   No, unless TYPE is "Scheduled".
   +-----------------+

                   Figure 25: Time_Window_End Class


3.2.5.12 WORK_PLAN_START_DATETIME

   +--------------------------+
   | WORK_PLAN_START_DATETIME |
   +--------------------------+
   | DESCRIPTION              |   Work planned (expected) start time
   |                          |   in case of maintenance.
   | TYPE                     |   Multiple.
   | VALID FORMAT             |   Datetime.
   | MANDATORY                |   No.
   +--------------------------+

              Figure 26: Work_Plan_Start_Datetime Class


3.2.5.13 WORK_PLAN_END_DATETIME

   +------------------------+
   | WORK_PLAN_END_DATETIME |
   +------------------------+
   | DESCRIPTION            |   Work planned (expected) end time in case
   |                        |   of maintenance.
   | TYPE                   |   Multiple.
   | VALID FORMAT           |   Datetime.
   | MANDATORY              |   No.
   +------------------------+

                Figure 27: Work_Plan_End_Datetime Class

   The period delimited by WORK_PLAN_START_DATETIME and
   WORK_PLAN_END_DATETIME must be included in the period delimited


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   by TIME_WINDOW_START and TIME_WINDOW_END, duplicated with
   {START, END}_DATETIME, even in case of maintenance.


3.2.6 Related data

3.2.6.1 RELATED_EXTERNAL_TICKETS

   +--------------------------+
   | RELATED_EXTERNAL_TICKETS |
   +--------------------------+
   | DESCRIPTION              |  The NOC entity related to the incident.
   | TYPE                     |  List.
   | VALID FORMAT             |  String.
   | MANDATORY                |  No.
   +--------------------------+

              Figure 28: Related_External_Tickets Class


3.2.6.2 ADDITIONAL_DATA

   +-----------------+
   | ADDITIONAL_DATA |
   +-----------------+
   | DESCRIPTION     |   Additional information.
   | TYPE            |   Free.
   | VALID FORMAT    |   String.
   | MANDATORY       |   No.
   +-----------------+

                    Figure 29: Additional_Data Class


3.2.6.3 RELATED_ACTIVITY

   +------------------+
   | RELATED_ACTIVITY |
   +------------------+
   | DESCRIPTION      |   The trouble TT IDs of the related incidents.
   | TYPE             |   Multiple.
   | VALID FORMAT     |   String.
   | MANDATORY        |   No.
   +------------------+

                   Figure 30: Related_Activity Class


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3.2.6.4 HISTORY

   +--------------+
   | HISTORY      |
   +--------------+
   | DESCRIPTION  |   The necessary Actions/events log.
   | TYPE         |   Free.
   | VALID FORMAT |   String.
   | MANDATORY    |   Yes.
   +--------------+

                       Figure 31: History Class

   Note: This field must NOT be empty when the VALID FORMAT attribute of
   the TT_STATUS field is different from "OPENED" or  "OPENED/CLOSED".


3.2.7 Localization and Impact

3.2.7.1 AFFECTED_COMMUNITY

   +--------------------+
   | AFFECTED_COMMUNITY |
   +--------------------+
   | DESCRIPTION        |   Information about the community that was
   |                    |   affected by the incident.
   | TYPE               |   Free.
   | VALID FORMAT       |   String.
   | MANDATORY          |   No.
   +--------------------+

                  Figure 32: Affected_Community Class


3.2.7.2 AFFECTED_SERVICE

   +------------------+
   | AFFECTED_SERVICE |
   +------------------+
   | DESCRIPTION      |   The service that was affected by the incident.
   | TYPE             |   Multiple.
   | VALID FORMAT     |   String.
   | MANDATORY        |   No.
   +------------------+

                  Figure 33: Affected_Service Class


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3.2.7.3 LOCATION

   +--------------+
   | LOCATION     |
   +--------------+
   | DESCRIPTION  |   Location (Pop site, city, etc) of the
   |              |   incident/maintenance.
   | TYPE         |   Multiple.
   | VALID FORMAT |   String.
   | MANDATORY    |   Yes.
   +--------------+

                        Figure 34: Location Class


3.2.7.4 NETWORK_NODE

   +--------------+
   | NETWORK_NODE |
   +--------------+
   | DESCRIPTION  |   The NOC network node related to the incident.
   | TYPE         |   List.
   | VALID FORMAT |   String.
   | MANDATORY    |   No.
   +--------------+

                     Figure 35: Network_Node Class


3.2.7.5 NETWORK_LINK_CIRCUIT

   +----------------------+
   | NETWORK_LINK_CIRCUIT |
   +----------------------+
   | DESCRIPTION          |   Name of the network line related to the
   |                      |   incident.
   | TYPE                 |   List.
   | VALID FORMAT         |   String.
   | MANDATORY            |   No.
   +----------------------+

                Figure 36: Network_Link_Circuit Class






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3.2.7.6 END_LINE_LOCATION_A

   +---------------------+
   | END_LINE_LOCATION_A |
   +---------------------+
   | DESCRIPTION         |   A-end of the link.
   | TYPE                |   Multiple.
   | VALID FORMAT        |   String.
   | MANDATORY           |   No.
   +---------------------+

                 Figure 37: End_Line_Location_A Class


3.2.7.7 END_LINE_LOCATION_B

   +---------------------+
   | END_LINE_LOCATION_B |
   +---------------------+
   | DESCRIPTION         |   B-end of the link.
   | TYPE                |   Multiple.
   | VALID FORMAT        |   String.
   | MANDATORY           |   No.
   +---------------------+

                 Figure 38: End_Line_Location_B Class


3.2.8 Contact information


3.2.8.1 OPEN_ENGINEER

   +---------------+
   | OPEN_ENGINEER |
   +---------------+
   | DESCRIPTION   |   The engineer that opened the ticket.
   | TYPE          |   Multiple.
   | VALID FORMAT  |   String.
   | MANDATORY     |   No.
   +---------------+

                    Figure 39: Open_Engineer Class




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3.2.8.2 CONTACT_ENGINEERS

   +-------------------+
   | CONTACT_ENGINEERS |
   +-------------------+
   | DESCRIPTION       |   The engineers responsible for the incident
   |                   |   settlement.
   | TYPE              |   List.
   | VALID FORMAT      |   String.
   | MANDATORY         |   No.
   +-------------------+

                   Figure 40: Contact_Engineers Class


3.2.8.3 CLOSE_ENGINEER

   +----------------+
   | CLOSE_ENGINEER |
   +----------------+
   | DESCRIPTION    |   The engineer that closed the ticket.
   | TYPE           |   Multiple.
   | VALID FORMAT   |   String.
   | MANDATORY      |   No.
   +----------------+

                    Figure 41: Close_Engineer Class


3.2.9 Security

3.2.9.1 HASH

   +-------------+
   | HASH        |
   +-------------+
   | DESCRIPTION |   Encrypted message hash.
   | TYPE        |   DEFINED.
   | VALID FORMAT|   String.
   | MANDATORY   |   No.
   +-------------+

                        Figure 42: Hash Class





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3.3 NTTDM Representation

   The collected and processed TTs received from multiple
   telecommunications networks are adjusted in a normalized NTTDM.
   Below, there is the representation of this normalized Data Model.
   The "DESCRIPTION" attribute is implied.










































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   +------------------------+--------+------------------+---------+
   | FIELD NAME             | TYPE   |VALID FORMAT      |MANDATORY|
   +------------------------+--------+------------------+---------+
   |PARTNER_ID              |MULTIPLE|STRING            |YES      |
   |ORIGINAL_ID             |FREE    |STRING            |YES      |
   |TT_ID                   |DEFINED |STRING            |YES      |
   |TT_TITLE                |DEFINED |STRING            |YES      |
   |TT_TYPE                 |MULTIPLE|PREDEFINED STRING |YES      |
   |TT_PRIORITY             |MULTIPLE|PREDEFINED STRING |NO       |
   |TT_STATUS               |MULTIPLE|PREDEFINED STRING |YES      |
   |TT_SOURCE               |MULTIPLE|STRING            |NO       |
   |TT_OPEN_DATETIME        |MULTIPLE|DATETIME          |YES      |
   |TT_CLOSE_DATETIME       |MULTIPLE|DATETIME          |YES      |
   |TT_SHORT_DESCRIPTION    |MULTIPLE|PREDEFINED STRING |YES      |
   |TT_LONG_DESCRIPTION     |FREE    |STRING            |NO       |
   |TYPE                    |MULTIPLE|PREDEFINED STRING |YES      |
   |TT_IMPACT_ASSESSMENT    |MULTIPLE|PREDEFINED STRING |YES      |
   |START_DATETIME          |MULTIPLE|DATETIME          |YES      |
   |DETECT_DATETIME         |MULTIPLE|DATETIME          |NO       |
   |REPORT_DATETIME         |MULTIPLE|DATETIME          |NO       |
   |END_DATETIME            |MULTIPLE|DATETIME          |YES      |
   |TT_LAST_UPDATE_TIME     |MULTIPLE|DATETIME          |YES      |
   |TIME_WINDOW_START       |MULTIPLE|DATETIME          |NO       |
   |TIME_WINDOW_END         |MULTIPLE|DATETIME          |NO       |
   |WORK_PLAN_START_DATETIME|MULTIPLE|DATETIME          |NO       |
   |WORK_PLAN_END_DATETIME  |MULTIPLE|DATETIME          |NO       |
   |RELATED_EXTERNAL_TICKETS|LIST    |STRING            |NO       |
   |ADDITIONAL_DATA         |FREE    |STRING            |NO       |
   |RELATED_ACTIVITY        |MULTIPLE|STRING            |NO       |
   |HISTORY                 |FREE    |STRING            |YES      |
   |AFFECTED_COMMUNITY      |FREE    |STRING            |NO       |
   |AFFECTED_SERVICE        |MULTIPLE|STRING            |NO       |
   |LOCATION                |MULTIPLE|STRING            |YES      |
   |NETWORK_NODE            |LIST    |STRING            |NO       |
   |NETWORK_LINK_CIRCUIT    |LIST    |STRING            |NO       |
   |END_LINE_LOCATION_A     |MULTIPLE|STRING            |NO       |
   |END_LINE_LOCATION_B     |MULTIPLE|STRING            |NO       |
   |OPEN_ENGINEER           |MULTIPLE|STRING            |NO       |
   |CONTACT_ENGINEERS       |LIST    |STRING            |NO       |
   |CLOSE_ENGINEER          |MULTIPLE|STRING            |NO       |
   |HASH                    |DEFINED |STRING            |NO       |
   +------------------------+--------+------------------+---------+

                 Figure 43: the Field Name class




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4. Internationalization Issues

   Internationalization and localization is of specific concern to
   the NTTDM, since it is only through collaboration, often across
   language barriers, that certain incidents be resolved. The
   NTTDM supports this goal by depending on XML constructs, and
   through explicit design choices in the data model.
   The main advantage of the model is that it provides a
   normalized data type that is implemented fully in the English
   language and can be used conveniently. It also supports Free
   formed text that can be written in any language. In the future
   it will provide translation services for all the free-formed
   text.


5. Example


5.1 Link Failure

   In this section an example is provided of network TTs exchanged
   using the proposed format. This is an actual GRNet ticket
   normalized according to TTDM. Fields that were not included in
   the ticket are left blank.

   <?xml version="1.0" encoding="UTF-8"?>
   <!-- This example describes a link failure that was detected -->
   <NTTDM-Document version="1.00" lang="gr"
                   xmlns="urn:ietf:params:xml:ns:nttdm-1.0">
   <Ticket>
    <Original_ID>5985</Original_ID>
    <Partner_ID>01</Partner_ID>
    <TT_ID>01_5985</TT_ID>
    <TT_Title>Forth Link Failure</TT_Title>
    <TT_Type>Operational</TT_Type>
    <TT_Status>Closed</TT_Status>
    <TT_Open_Datetime>2008-12-16T10:01:15+02:00</TT_Open_Datetime>
    <TT_Short_Description>Core Line Fault</TT_Short_Description>
    <TT_Long_Description>Forth Link Failure</TT_Long_Description>
    <Type>Unscheduled</Type>
    <TT_Impact_Assessment>No connectivity</TT_Impact_Assessment>
    <Start_Datetime>2008-12-16T09:55:00+02:00</Start_Datetime>
    <TT_Last_Update_Time>2008-12-16T15:00:34+02:00</TT_Last_Update_Time>
    <Location>HERAKLION</Location>
    <History>Optical transmitter was changed</History>
    <TT_Close_Datetime>2008-12-16T15:05:00+02:00</TT_Close_Datetime>


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    <End_Datetime>2008-12-16T15:01:21+02:00</End_Datetime>
    <Network_Node>
     <Node>FORTH</Node>
    </Network_Node>
    <Network_Link_Circuit>
     <Link_Circuit>FORTH-2</Link_Circuit>
    </Network_Link_Circuit>
    <Open_Engineer>Dimitris Zisiadis</Open_Engineer>
    <Close_Engineer>Guillaume Cessieux</Close_Engineer>
    <Contact_Engineers>
     <Engineer>Spyros Kopsidas</Engineer>
     <Engineer>Chrysostomos Tziouvaras</Engineer>
    </Contact_Engineers>
    <TT_Priority>High</TT_Priority>
   </Ticket>
   </NTTDM-Document>


6. Sample implementation: XML schema

   This section provides a sample XML Schema of the NTTDM.

   <?xml version="1.0" encoding="UTF-8" ?>
   <xs:schema xmlns="urn:ietf:params:xml:ns:nttdm-0.1"
    xmlns:nttdm="urn:ietf:params:xml:ns:nttdm-1.0"
    xmlns:xs="http://www.w3.org/2001/XMLSchema"
    targetNamespace="urn:ietf:params:xml:ns:nttdm-1.0"
    elementFormDefault="qualified"
    attributeFormDefault="unqualified">
    <xs:annotation>
     <xs:documentation
         >Trouble Ticket Data Model v-1.0</xs:documentation>
    </xs:annotation>

    <!--
    ===============================================================
    == NTTDM-Document class                                      ==
    ===============================================================
    -->
    <xs:element name="NTTDM-Document">
     <xs:complexType>
      <xs:sequence>
       <xs:element ref="nttdm:Ticket" maxOccurs="unbounded"/>
      </xs:sequence>
      <xs:attribute name="version" type="xs:string" fixed="1.00"/>
      <xs:attribute name="lang" type="xs:language" use="required"/>


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     </xs:complexType>
    </xs:element>

    <!--
    ===============================================================
    ==  Ticket class                                             ==
    ===============================================================
    -->
    <xs:element name="Ticket">
      <xs:complexType>
       <xs:all>
        <xs:element ref="nttdm:Partner_ID"/>
        <xs:element ref="nttdm:Original_ID"/>
        <xs:element ref="nttdm:TT_ID"/>
        <xs:element ref="nttdm:TT_Title"/>
        <xs:element ref="nttdm:TT_Type"/>
        <xs:element ref="nttdm:TT_Priority" minOccurs="0"/>
        <xs:element ref="nttdm:TT_Status"/>
        <xs:element ref="nttdm:TT_Source" minOccurs="0"/>
        <xs:element ref="nttdm:TT_Open_Datetime"/>
        <xs:element ref="nttdm:TT_Close_Datetime"/>
        <xs:element ref="nttdm:TT_Short_Description"/>
        <xs:element ref="nttdm:TT_Long_Description"/>
        <xs:element ref="nttdm:Type"/>
        <xs:element ref="nttdm:TT_Impact_Assessment"/>
        <xs:element ref="nttdm:Start_Datetime"/>
        <xs:element ref="nttdm:Detect_Datetime" minOccurs="0"/>
        <xs:element ref="nttdm:Report_Datetime" minOccurs="0"/>
        <xs:element ref="nttdm:End_Datetime"/>
        <xs:element ref="nttdm:TT_Last_Update_Time"/>
        <xs:element ref="nttdm:Time_Window_Start" minOccurs="0"/>
        <xs:element ref="nttdm:Time_Window_End" minOccurs="0"/>
        <xs:element ref="nttdm:Work_Plan_Start_Datetime" minOccurs="0"/>
        <xs:element ref="nttdm:Work_Plan_End_Datetime" minOccurs="0"/>
        <xs:element ref="nttdm:Related_External_Tickets" minOccurs="0"/>
        <xs:element ref="nttdm:Additional_Data" minOccurs="0"/>
        <xs:element ref="nttdm:Related_Activity" minOccurs="0"/>
        <xs:element ref="nttdm:History"/>
        <xs:element ref="nttdm:Affected_Community" minOccurs="0"/>
        <xs:element ref="nttdm:Affected_Service" minOccurs="0"/>
        <xs:element ref="nttdm:Location"/>
        <xs:element ref="nttdm:Network_Node" minOccurs="0"/>
        <xs:element ref="nttdm:Network_Link_Circuit" minOccurs="0"/>
        <xs:element ref="nttdm:End_Line_Location_B" minOccurs="0"/>
        <xs:element ref="nttdm:Open_Engineer" minOccurs="0"/>
        <xs:element ref="nttdm:Contact_Engineers" minOccurs="0"/>


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        <xs:element ref="nttdm:Close_Engineer" minOccurs="0"/>
        <xs:element ref="nttdm:Hash" minOccurs="0"/>
        <xs:element ref="nttdm:End_Line_Location_A" minOccurs="0"/>
       </xs:all>
      <xs:attribute name="lang" type="xs:language"/>
     </xs:complexType>
    </xs:element>

    <!--
    ===============================================================
    ==  Partner_ID Class                                         ==
    ===============================================================
    -->
    <xs:element name="Partner_ID" type="nttdm:string_no_underscore"/>

    <!--
    ===============================================================
    ==  Original_ID Class                                        ==
    ===============================================================
    -->
    <xs:element name="Original_ID" type="nttdm:string_no_underscore"/>

    <!--
    ===============================================================
    ==  TT_ID Class                                              ==
    ===============================================================
    -->
    <xs:element name="TT_ID" type="xs:string"/>

    <!--
    ===============================================================
    ==  TT_Title Class                                           ==
    ===============================================================
    -->
    <xs:element name="TT_Title" type="xs:string"/>

    <!--
    ===============================================================
    ==  TT_Type Class                                            ==
    ===============================================================
    -->
    <xs:element name="TT_Type" type="nttdm:eTT_Type"/>






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    <!--
    ===============================================================
    ==  TT_Priority Class                                        ==
    ===============================================================
    -->
    <xs:element name="TT_Priority" type="nttdm:eTT_Priority"/>

    <!--
    ===============================================================
    ==  TT_Status Class                                          ==
    ===============================================================
    -->
    <xs:element name="TT_Status" type="nttdm:eTT_Status"/>

    <!--
    ===============================================================
    ==  TT_Source Class                                          ==
    ===============================================================
    -->
    <xs:element name="TT_Source" type="nttdm:eTT_Source"/>

    <!--
    ===============================================================
    ==  TT_Open_Datetime Class                                   ==
    ===============================================================
    -->
    <xs:element name="TT_Open_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  TT_Close_Datetime Class                                  ==
    ===============================================================
    -->
    <xs:element name="TT_Close_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  TT_Short_Description                                     ==
    ===============================================================
    -->
    <xs:element name="TT_Short_Description"
                type="nttdm:eTT_Short_Description"/>






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    <!--
    ===============================================================
    ==  TT_Long_Description Class                                ==
    ===============================================================
    -->
    <xs:element name="TT_Long_Description" type="xs:string"/>

    <!--
    ===============================================================
    ==  Type Class                                               ==
    ===============================================================
    -->
    <xs:element name="Type" type="nttdm:eType"/>

    <!--
    ===============================================================
    ==  TT_Impact_Assessment Class                               ==
    ===============================================================
    -->
    <xs:element name="TT_Impact_Assessment"
                type="nttdm:eTT_Impact_Assessment"/>

    <!--
    ===============================================================
    ==  Start_Datetime Class                                     ==
    ===============================================================
    -->
    <xs:element name="Start_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Detect_Datetime Class                                    ==
    ===============================================================
    -->
    <xs:element name="Detect_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Report_Datetime Class                                    ==
    ===============================================================
    -->
    <xs:element name="Report_Datetime" type="xs:dateTime"/>






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    <!--
    ===============================================================
    ==  End_Datetime Class                                       ==
    ===============================================================
    -->
    <xs:element name="End_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  TT_Last_Update_Time Class                                ==
    ===============================================================
    -->
    <xs:element name="TT_Last_Update_Time" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Time_Window_Start Class                                  ==
    ===============================================================
    -->
    <xs:element name="Time_Window_Start" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Time_Window_End Class                                    ==
    ===============================================================
    -->
    <xs:element name="Time_Window_End" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Work_Plan_Start_Datetime Class                           ==
    ===============================================================
    -->
    <xs:element name="Work_Plan_Start_Datetime" type="xs:dateTime"/>

    <!--
    ===============================================================
    ==  Work_Plan_End_Datetime Class                             ==
    ===============================================================
    -->
    <xs:element name="Work_Plan_End_Datetime" type="xs:dateTime"/>







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    <!--
    ===============================================================
    ==  Related_External_Tickets Class                           ==
    ===============================================================
    -->
    <xs:element name="Related_External_Tickets"
                type="nttdm:eRelated_External_Tickets"/>

    <!--
    ===============================================================
    ==  Additional_Data Class                                    ==
    ===============================================================
    -->
    <xs:element name="Additional_Data" type="xs:string"/>

    <!--
    ===============================================================
    ==  Related_Activity Class                                   ==
    ===============================================================
    -->
    <xs:element name="Related_Activity"
                type="nttdm:eRelated_Activity"/>

    <!--
    ===============================================================
    ==  History Class                                            ==
    ===============================================================
    -->
    <xs:element name="History" type="xs:string"/>

    <!--
    ===============================================================
    ==  Affected_Community Class                                 ==
    ===============================================================
    -->
    <xs:element name="Affected_Community" type="xs:string"/>

    <!--
    ===============================================================
    ==  Affected_Service Class                                   ==
    ===============================================================
    -->
    <xs:element name="Affected_Service" type="xs:string"/>






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    <!--
    ===============================================================
    ==  Location Class                                           ==
    ===============================================================
    -->
    <xs:element name="Location" type="xs:string"/>

    <!--
    ===============================================================
    ==  Network_Node Class                                       ==
    ===============================================================
    -->
    <xs:element name="Network_Node" type="nttdm:eNodes"/>

    <!--
    ===============================================================
    ==  Network_Link_Circuit Class                               ==
    ===============================================================
    -->
    <xs:element name="Network_Link_Circuit"
                type="nttdm:eNetwork_Link_Circuit"/>

    <!--
    ===============================================================
    ==  End_Line_Location_A Class                                ==
    ===============================================================
    -->
    <xs:element name="End_Line_Location_A" type="xs:string"/>

    <!--
    ===============================================================
    ==  End_Line_Location_B Class                                ==
    ===============================================================
    -->
    <xs:element name="End_Line_Location_B" type="xs:string"/>

    <!--
    ===============================================================
    ==  Open_Engineer Class                                      ==
    ===============================================================
    -->
    <xs:element name="Open_Engineer" type="xs:string"/>






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    <!--
    ===============================================================
    ==  Contact_Engineers Class                                  ==
    ===============================================================
    -->
    <xs:element name="Contact_Engineers" type="nttdm:eEngineers"/>

    <!--
    ===============================================================
    ==  Close_Engineer Class                                     ==
    ===============================================================
    -->
    <xs:element name="Close_Engineer" type="xs:string"/>

    <!--
    ===============================================================
    ==  Hash        Class                                        ==
    ===============================================================
    -->
    <xs:element name="Hash" type="xs:string"/>


    <!--
    ===============================================================
    ==  Custom types definition                                  ==
    ===============================================================
    -->
    <xs:simpleType name="string_no_underscore">
     <xs:restriction base="xs:string">
      <xs:pattern value="[^_]*"/>
     </xs:restriction>
    </xs:simpleType>

    <xs:complexType name="eRelated_External_Tickets">
     <xs:sequence>
      <xs:element name="TTid" type="xs:string" minOccurs="0"
                  maxOccurs="unbounded"/>
     </xs:sequence>
    </xs:complexType>

    <xs:complexType name="eRelated_Activity">
     <xs:sequence>
      <xs:element name="TT" type="xs:string" minOccurs="0"
                  maxOccurs="unbounded"/>
     </xs:sequence>
    </xs:complexType>


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    <xs:complexType name="eNodes">
     <xs:sequence>
      <xs:element name="Node" type="xs:string" minOccurs="0"
                  maxOccurs="unbounded"/>
     </xs:sequence>
    </xs:complexType>

    <xs:complexType name="eNetwork_Link_Circuit">
     <xs:sequence>
      <xs:element name="Link_Circuit" type="xs:string"
                         minOccurs="0" maxOccurs="unbounded"/>
     </xs:sequence>
    </xs:complexType>

    <xs:complexType name="eEngineers">
     <xs:sequence>
      <xs:element name="Engineer" type="xs:string" minOccurs="0"
                  maxOccurs="unbounded"/>
     </xs:sequence>
    </xs:complexType>

    <xs:simpleType name="eTT_Type">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Operational"/>
      <xs:enumeration value="Informational"/>
      <xs:enumeration value="Administrative"/>
      <xs:enumeration value="Test"/>
     </xs:restriction>
    </xs:simpleType>

    <xs:simpleType name="eType">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Scheduled"/>
      <xs:enumeration value="Unscheduled"/>
     </xs:restriction>
    </xs:simpleType>











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   <xs:simpleType name="eTT_Priority">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Low"/>
      <xs:enumeration value="Medium"/>
      <xs:enumeration value="High"/>
     </xs:restriction>
    </xs:simpleType>


    <xs:simpleType name="eTT_Short_Description">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Core Line Fault"/>
      <xs:enumeration value="Access Line Fault"/>
      <xs:enumeration value="Degraded Service"/>
      <xs:enumeration value="Router Hardware Fault"/>
      <xs:enumeration value="Router Software Fault"/>
      <xs:enumeration value="Routing Problem"/>
      <xs:enumeration value="Undefined Problem"/>
      <xs:enumeration value="Network congestion"/>
      <xs:enumeration value="Client Upgrade"/>
      <xs:enumeration value="IPv6"/>
      <xs:enumeration value="QoS"/>
      <xs:enumeration value="VoIP"/>
      <xs:enumeration value="Other"/>
     </xs:restriction>
    </xs:simpleType>


    <xs:simpleType name="eTT_Impact_Assessment">
     <xs:restriction base="xs:string">
      <xs:enumeration value="No impact"/>
      <xs:enumeration value="Reduced redundancy"/>
      <xs:enumeration value="Minor performance impact"/>
      <xs:enumeration value="Severe performance impact"/>
      <xs:enumeration value="No connectivity"/>
      <xs:enumeration value="On backup"/>
      <xs:enumeration value="At risk"/>
      <xs:enumeration value="Unknown"/>
     </xs:restriction>
    </xs:simpleType>









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    <xs:simpleType name="eTT_Status">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Opened"/>
      <xs:enumeration value="Updated"/>
      <xs:enumeration value="Closed"/>
      <xs:enumeration value="Opened/Closed"/>
      <xs:enumeration value="Inactive"/>
      <xs:enumeration value="Cancelled"/>
      <xs:enumeration value="Reopened"/>
      <xs:enumeration value="Superseded"/>
     </xs:restriction>
    </xs:simpleType>

    <xs:simpleType name="eTT_Source">
     <xs:restriction base="xs:string">
      <xs:enumeration value="Users"/>
      <xs:enumeration value="Monitoring"/>
      <xs:enumeration value="Other NOC"/>
     </xs:restriction>
    </xs:simpleType>
   </xs:schema>



























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7. Security Considerations

   The NTTDM data model defines a data model and the relevant XML
   schema for trouble ticket normalization; as such, NTTDM itself
   does not raise any security concerns. However, some security
   issues SHOULD be considered as network TTs could carry sensitive
   information (IP addresses, contact details, authentication details,
   commercial providers involved etc.) about flagship institutions
   (military, health centre...).

   The security considerations MAY involve measures during the exchange
   as well as during processing of the information.
   The HASH field is intended to provide an integrity insurance
   attribute within the exchanged tickets, however it does not ensure
   integrity alone.
   Confidentiality MAY be ensured by encrypting whole tickets or only
   some parts. This could allow having meaningful tickets to be
   disclosed while only sensitive information protected.
   Peer entity authentication SHOULD be provided in order to establish
   session with data origin authentication regardless of the form in
   which the TTs are exchanged, being either delivered through email,
   web forms or through a SOAP service. The latter is considered the
   better choice, the model itself though does not specify the
   communications requirements.
   The underlying communications service MUST provide guarantees to
   properly address integrity, confidentiality and peer entity
   authentication. The selection of the enforcing mechanisms is not in
   the scope of this document and the choice is up to the implementers.

   For data processing security each participating organization MAY
   use its own privacy policy, as part of its own data processing
   system. This approach avoids any interoperability issues and does not
   pose any extra burden for the adoption of the current scheme into the
   operational procedures of the NOCs. Unauthorized and inappropriate
   usage MUST be avoided.













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8. IANA Considerations

   This document uses URNs to describe an XML namespace and schema
   conforming to a registry mechanism described in [6].

   Registration for the NTTDM namespace:

     o  URI: urn:ietf:params:xml:ns:nttdm-1.0
     o  Registrant Contact: See the first author of the "Author's
        Address" section of this document.
     o  XML: None.  Namespace URIs do not represent an XML
        specification.

  Registration for the NTTDM XML schema:

     o  URI: urn:ietf:params:xml:schema:nttdm-1.0
     o  Registrant Contact: See the first author of the "Author's
        Address" section of this document.
     o  XML: See the XML Schema in Section 6 of this document.





























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9. Acknowledgements

   The following groups and individuals contributed substantially
   to this document and are gratefully acknowledged:

   - Rodwell Toby, Apted Emma, DANTE

   - Allocchio Claudio, Vuagnin Gloria, Battista Claudia, GARR

   - Schauerhammer Karin, Stoy Robert, DFN






































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10. List of acronyms

   TT:    Trouble Ticket

   NTTDM: Network Trouble Ticket Data Model

   DB:    Data Base

   EGEE:  Enabling Grid for E-sciencE

   ENOC:  EGEE NOC

   NOC:   Network Operation Centre

   GOC:   Grid Operation Centre

   NREN:  National Research and Educational Networks

   QoS:   Quality of service

   UML:   Unified Modeling Language

   XML:   Extensible Markup Language

























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11. References


11.1 Normative References

   [1]  World Wide Web Consortium, "Extensible Markup Language (XML) 1.0
        (Fifth Edition)", W3C Recommendation, 26 November 2008,
        <http://www.w3.org/TR/2008/REC-xml-20081126>.

   [2]  World Wide Web Consortium, XML Schema Part 0: Primer Second
        Edition, W3C Recommendation, 28 October 2004.
        <http://www.w3.org/TR/2004/REC-xmlschema-0-20041028/>

   [3]  World Wide Web Consortium, "XML XML Schema Part 1:
        Structures Second Edition", W3C Recommendation, October 2004,
        <http://www.w3.org/TR/xmlschema-1/>.

   [4]  World Wide Web Consortium, "XML Schema Part 2: Datatypes
        Second Edition", W3C Recommendation, October 2004,
        <http://www.w3.org/TR/xmlschema-2/>.

   [5]  World Wide Web Consortium, "Namespaces in XML 1.0 (Third
        Edition)", W3C Recommendation, 8 December 2009,
        <http://www.w3.org/TR/2009/REC-xml-names-20091208/>.

   [6]  Mealling, M., "The IETF XML Registry", RFC 3688, January
        2004.


11.2 Informative References

   [7]  http://www.eu-egee.org/

   [8]  http://egee-sa2.web.cern.ch/egee-sa2/ENOC.html

   [9]  Rumbaugh, J., Jacobson, I., and G. Booch, "The Unified
        Modeling Language Reference Model," ISBN 020130998X,
        Addison-Wesley, 1998.

   [10] Johnson, D., "NOC Internal Integrated Trouble Ticket System
        Functional Specification Wishlist ("NOC TT Requirements")",
        RFC 1297, January 1992.






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12. Authors' Addresses

  Dimitris Zisiadis
  Centre for Research and Technology
  6th km Thermi-Thessaloniki, 57001
  Hellas

  Email: dzisiadis@iti.gr


  Spyros Kopsidas
  Centre for Research and Technology
  6th km Thermi-Thessaloniki, 57001
  Hellas

  Email: spyros@uth.gr


  Matina Tsavli
  Centre for Research and Technology
  6th km Thermi-Thessaloniki, 57001
  Hellas


  Email: sttsavli@uth.gr


  Leandros Tassiulas
  Centre for Research and Technology
  6th km Thermi-Thessaloniki, 57001
  Hellas

  Email: leandros@uth.gr


  Chrysostomos Tziouvaras
  Greek Research and Technology Network
  56, Mesogion Av. 11527, Athens
  Hellas

  Email: tziou@grnet.gr







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  Guillaume Cessieux
  Computer Centre of National Institute for Nuclear Physics and
  Particle
  Physics (IN2P3-CC) - France

  Email: Guillaume.Cessieux@cc.in2p3.fr


  Xavier Jeannin
  National Centre for Scientific Research
  Network Unit - UREC - France

  Email: Xavier.Jeannin@urec.cnrs.fr



































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