Lumen, Zayo and Spectrum have full ticket clients in SmartTile; AT&T, Colt, NTT, Bell Canada and BT Wholesale have configured credential slots. None is opening tickets in production yet — until a carrier issues credentials, Joey opens and chases those tickets by phone.
Most carriers will not take a repair ticket from software unless the customer holds an API account with them. SmartTile has done the engineering ahead of that paperwork: three carrier clients written against each carrier's published spec, a credential form for each carrier with field-level help, and a Data Sync Test that proves the credentials without writing anything to the carrier. What is missing for each is the carrier's key — so today Joey Circuits, our voice agent, opens these carriers' tickets by phone, and the API is an upgrade a customer switches on.
| Carrier | What is built | Before it can open a ticket |
|---|---|---|
| Lumen | Client for the Service Assurance API: token, ticketable inventory, required fields, create, update, comment, escalate, notifications. | Customer creates a key for the Service Assurance product in Lumen Connect. Lumen allows create/update only after notification handling is proven. |
| Zayo | Client from Zayo's OpenAPI spec: create, comment, details, list, services, Approve Resolution / Cancel Ticket. | Client ID/secret per customer from Zayo. No sandbox — the test only reads. |
| Spectrum Enterprise | Client for Ticketing v1: tickets, notes, attachments, circuits, sites. | Writes locked until Spectrum confirms its token endpoint and a first ticket is reviewed by a person. |
| AT&T | Credential slot and form; OAuth / endpoint reachability probe. | API key and sandbox account from AT&T, then the request mapping. |
| Colt · NTT · Bell Canada · BT Wholesale | Credential slot pointed at each developer portal (Colt: mutual TLS; others OAuth2); reachability probe. | Carrier credentials, then a client. No ticket calls are built for these four. |
From the carrier — each form's ⓘ says where (e.g. Lumen Connect → Service Assurance).
CarrierAutomate → the carrier → Configure. Credentials are saved for your company only.
The Data Sync Test shows PASS / FAIL / SKIPPED for authentication and one read-only call.
The per-company switch allows ticket writes. A kill switch, and the platform kill switch, block them.
Lumen /Trouble/ticketCreate; /Trouble/ticket/metadata for required fieldsLumen /Trouble/ticket/ticketableInventoryRead-only — used by the connection testLumen /Trouble/ticket/{id}/escalateEscalate; PUT /Trouble/ticket/id to updateZayo create-ticketCreate; ticket-comment to add a noteZayo ticket-details/{ticketNumber}Status and details; all-tickets listsZayo customer-ticket-actionApprove Resolution or Cancel TicketSpectrum /ticketsCreate (locked until verified); /tickets/id/notesSpectrum /circuitsRead-only — used by the connection testLumen, Zayo and Spectrum read only the saving company's row — never a template or another company's secret. Secrets are encrypted at rest.
Every request, token requests included, is logged to the carrier API log with secrets removed by field-name pattern and by value.
Lumen and Zayo never send a billable-dispatch or charge approval unless it was explicitly approved on the ticket; Zayo refuses billable ticket types without it.
| Question | Answer |
|---|---|
| Do I wait for the API to get tickets opened? | No. Joey opens and chases tickets by phone for every one of these carriers today; the API only replaces the phone call once proven. |
| Is this one standard client for all of them? | No. Lumen and Zayo run their own APIs and have their own clients; the TMF621 / MEF LSO Sonata standards shape the slots but do not make one client fit AT&T, Lumen and Colt. |
| What does the test change at the carrier? | Nothing. It gets a token and makes one read-only call; for AT&T, Colt, NTT, Bell and BT it only checks the token or endpoint. |