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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

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.
Learn more
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.
  • 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 links below point 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.
Download Technical Documentation

Service Assurance Ticketing APIs

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.

OAuth2 API

Cases endpoint

This endpoint retrieves, creates, updates, gets and lists 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.

Cases API

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.

Webhooks API

Frequently asked questions

What does GTT’s service assurance ticketing API offer me?

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 into your existing systems to support consistent, efficient ticket management.

The Service Assurance Ticketing API supports system-to-system integration, which 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.

What is an incident ticket versus a service request ticket?

An Incident ticket is an unplanned interruption or a reduction in the quality of a service. Failure of a configuration item that has not yet affected service. A Service Request ticket is a standard pre-approved change or request for information/assistance – as per the service request catalog on GTT EnvisionDX.

What are the capabilities of the service assurance ticketing API?
  • Create a new ticket: Open a new support ticket with key details needed such as the affected service, impact, contact information and any helpful attachments.
  • Update a ticket: Make changes to an existing ticket, including priority, impact, or contacts and share updates as the situation evolves to keep everything accurate and moving quickly.
  • Get ticket information: View the most up to date information for any you created, or one GTT opened on your behalf.
  • Receive filtered list of tickets: Pull a filtered list of their tickets by, for example, status, severity, service, site or time window to power escalation dashboards and keep track of status, priority, ownership and SLA milestones.
  • Download attachments: Securely download files associated with a ticket (e.g., logs, screenshots, reports) so you can troubleshoot without switching portals.
  • Add materials: Upload documents or evidence to an existing ticket to help GTT resolve issues faster and reduce unnecessary back and forth.
  • Webhook (real time notifications sent to your system): Receive event-driven callbacks when tickets are created or updated, including status changes, new notes or resolution. Enable real-time workflows without polling.
  • Create notes for existing tickets to communicate updates, context or clarifications with GTT and your team.
  • Retrieve full ticket notes: Access the full note history on a ticket so your teams can preserve context and embed narrative updates in incident and service request timelines with a single source of truth.
What are the benefits of the service assurance ticketing API?

There are multiple benefits for organizations who integrate with our Service Assurance Ticketing API.

  • Eliminate manual touchpoints: Create, update and track tickets directly from your tools—no phone calls or emails needed.
  • Gain complete case visibility: Programmatically list and filter all active and historical cases to unify visibility across services and sites.
  • Respond in real-time: Subscribe to webhooks for instant notifications on case events, reducing MTTR and avoiding polling.
  • Seamless integration: Connect the GTT Service Assurance API with your existing workflow management systems using open, standards-based APIs.
  • Maintain governance over every case: Maintain a full audit trail of notes, attachments and status changes for compliance and reporting.
Where is the test environment?

You can view the test URLs in the technical documentation. You must receive API credentials to access those Test URLs. You can also use our postman collection (to test the entire API functionality in a sandbox URL) for testing, which is also accessible via technical documentation.

Where can I receive production credentials?

Once testing has been completed and you are ready to move forward, access to the production environment can be requested through your GTT team. Production credentials will be issued following confirmation that the integration meets readiness requirements. A limited validation exercise may be conducted in the production environment to confirm successful connectivity and basic operation.

How do I know if I’m ready to move forward with an API implementation?

The four key questions to ensure everything is set up for success can be found here

What additional resources are available to me for support?

Below are a few third-party system integrators that can support you with your integration needs if you do not have internal resources or need assistance with design and implementation.

Alldus

Contacts:

NexGen Tech Solutions

Contact: [email protected] (dedicated channel for GTT-facing customer and API-related support)

Stefanini Group

Contact: Adrian Baron: [email protected], +407 2053 2053

Does GTT support webhooks or event-driven updates?

Yes, we support webhooks and additional information/resources can be found here.

Where are the technical specs for case creation?

The Case Creation technical specs can be found here.