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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 |
| Code Block | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
{
"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 |
| Username of the logged in User. | ||||||
Instance * |
| Name of the Instance. Example: Information Technology. | ||||||
TicketID |
| Unique ID of the escalation ticket. | ||||||
| ModuleName |
| Name of the module for which escalation is happening like Incident, Service Request. | ||||||
| Remarks |
| Remarks or message after escalation of ticket. |
Sample Response - Positive
| Code Block | ||||||
|---|---|---|---|---|---|---|
| ||||||
{"Errors":"","Message":"Incident escalated Successfully","Output":null,"TokenID":"B215967736203A09FFB9666C8F0AE1A77A7E8E74A64F096018FA79E1DA9F2F7DFEB63DF3B44CD6A4B3387EAA5125DF3F9B17D20A789BCFE8BC15A748C8AA9A1F5AD0628AB918CB554E09F4B816CE1B6944A7F5D964894E3B9ACA75EA1F2661DC2A41AA02DB9299000868DA32E6DCEB2C3E9BCFFF0179A0DB0DE70A475CE63F048CB8833C1C0EEA12B41A92FA78A6D960F5E2201857BEADA410FC07DE4B5FB48E","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null} |
Sample Response - Negative
| Code Block | ||||
|---|---|---|---|---|
| ||||
{"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.
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