Use the following API request to escalate the other user incidents.

To authenticate the below API, see API Authentication and Authorization.

Service Name	HTTP Method
IM_SR_ManualEscalation	POST

Sample Request

{     
    "ServiceName": "IM_SR_ManualEscalation",
    "objCommonParameters": {
        "_ProxyDetails": {
            "SAASOrgID": "0",
            "LoginUID": 0,
            "RequestType": "mobile",
            "MobileVersion": "5.10.3",
            "Password": "test@123",
            "AuthType": "FORM",
            "ProxyID": 0,
            "OrgID": "1",
            "TokenID": "",
            "ReturnType": "JSON",
            "UserName": "abc.xyz.com"
        },
        "UserId": 1198,
        "Instance": "Info",
        "TicketID": 29057,
        "ModuleName": "IM",
        "Escalation_Level_ID": 1,
        "RequestType": "mobile",
        "Remarks": "ces",
        "IsExecutive":false
    },
    "IsEncryptionEnabled": false
}

Request Parameters

Parameter Name	Type	Description
UserName	STRING	Username of the logged in User.
Instance *	STRING	Name of the Instance. Example: Information Technology.
TicketID	INTEGER	Unique ID of the escalation ticket.
ModuleName	STRING	Name of the module for which escalation is happening like Incident, Service Request.
Remarks	STRING	Remarks or message after escalation of ticket.

Sample Response - Positive

Sample Response

{"Errors":"","Message":"Incident escalated Successfully","Output":null,"TokenID":"B215967736203A09FFB9666C8F0AE1A77A7E8E74A64F096018FA79E1DA9F2F7DFEB63DF3B44CD6A4B3387EAA5125DF3F9B17D20A789BCFE8BC15A748C8AA9A1F5AD0628AB918CB554E09F4B816CE1B6944A7F5D964894E3B9ACA75EA1F2661DC2A41AA02DB9299000868DA32E6DCEB2C3E9BCFFF0179A0DB0DE70A475CE63F048CB8833C1C0EEA12B41A92FA78A6D960F5E2201857BEADA410FC07DE4B5FB48E","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}

Sample Response - Negative

{"Errors":"Unable to Escalate Ticket: Unable to update the incident.User don\u0027t have previlage to Edit other user\u0027s incident.","Message":"","Output":null,"TokenID":"E10EFFC98DD01BA6BE492FF4BA79100E03D1CB5A038E74123E35BC882B523F7A7CFB704603FAFE527EBBAA35985F62398646CF8FA8D052F53DCECF4646F5602A5129966A476B1E2A2F29B77DB3D4632511CF76BDBAA0D08A2AC99B3D5450DAD2E65964D977774BD5A38064F040F795AFCF39507CD25DF6877E5564D3CE0E09254B9C8E6E4E5E12961171B1C4EA683FF04320257C067DD5FB3A920DA818A9A571","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}

{"Errors":"Unable to Escalate Ticket: Incident escalated already or Escalation_Level_ID is incorrect","Message":"","Output":null,"TokenID":"21607B973C9690535E29A05CF3EF14AC5BFD38CD986A72D43B3CB03B19D5A0350B1D124248ADCA18A992D28188D25A41EC9CFB2377D2D65BF82BE30EA0FC20C18931F0CC712AE1C1D26883EB1C5C891E2893ABC4BD91EF179EC5AAA1B6439DA71E05F30D972C1AAA51BD98421FDA3EE0959277C54982EB82AB3BE23C22F91F2B23872ED4949B8CD84FAF5ECAA6527A7921A16DBD201255F653B54590EF4205E6","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}

Status and Error Codes

For more information, see Status and Error Messages.