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You can create a new Incident or update an existing Incident of an Analyst or End User using the following API Request. You can update the status of the logged incident from New to Assigned, In-Progress, Pending, Resolved, Closed, or Cancelled.

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

Service NameHTTP Method
IM_LogOrUpdateIncident

POST

Sample Request

Below are the sample requests for different status of an Incident.

Ui tabs
Ui tab
titleNew
Json FormattrueString Formattrue

New StatusRequest Parameters

Parameter NameTypeDescriptionMandatory

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False


CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who logs an Incident.

GreenTrue

Status

GreenString

Status of an Incident. The value of the Status is New for this Request.

GreenTrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_WorkGroup_Name

GreenString

Workgroup defines a group of members in an Instance or a unit of an organization.

If an Updater is Executive, then Assigned_Workgroup (work group ID) becomes a mandatory field.

GreenTrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

InternalLog

GreenString

Private log is internallog to the resolver group.

False

UserLog

GreenString

User communication to notify the ticket updates to the Requestor.


False

CustomFields

GreenString

To capture the custom attributes values.

Example, 

"CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
]

False

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue
Response FieldDescription
ErrorsThis field have the values, if there are any error in the API.
MessageThis field have the values, if the API response is success.
PriorityIt is Priority of the Incident.
ResolutionDeadLineIt is Resolution Deadline of the Incident.
SLAIt is SLA of the Incident.
TicketID_EncryptedThis value helps to navigate to the particular Incident.
TicketID_InternalThis is a Internal reference number.
TicketNoIncident number.
Ui tab
titleAssigned
Json FormattrueString Formattrue

Assigned StatusRequest Parameters

Parameter NameTypeDescriptionMandatory

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who logs an Incident.

GreenTrue

Status

GreenString

Status of an Incident. The value of the Status is Assigned for this Request.

GreenTrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_WorkGroup_Name

GreenString

Workgroup defines a group of members in an Instance or a unit of an organization.

If an Updater is Executive, then Assigned_Workgroup (work group ID) becomes a mandatory field.

GreenTrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

InternalLog

GreenString

Private log is internallog to the resolver group.

False

UserLog

GreenString

User communication to notify the ticket updates to the Requestor.


False

CustomFields

GreenString

To capture the custom attributes values.

Example, 

"CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
]

False

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue
Response FieldDescription
ErrorThis field have the values, if there are any error in the API.
MessageThis field have the values, if the API response is success.
PriorityIt is Priority of the Incident.
ResolutionDeadLineIt is Resolution Deadline of the Incident.
SLAIt is SLA of the Incident.
TicketID_EncryptedThis value helps to navigate to the particular Incident.
TicketID_InternalThis is a Internal reference number.
TicketNoIncident number.
Ui tab
titleIn-Progress
Json FormattrueString Formattrue

In-Progress StatusRequest Parameters

Parameter NameMandatoryDescriptionType

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who logs an Incident.

GreenTrue

Status

GreenString

Status of an Incident. The value of the Status is In-Progress for this Request.

GreenTrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_WorkGroup_Name

GreenString

Workgroup defines a group of members in an Instance or a unit of an organization.

If an Updater is Executive, then Assigned_Workgroup (work group ID) becomes a mandatory field.

GreenTrue

Assigned_Engineer_Email

GreenString

E-mail ID of the Assigned Engineer.

GreenTrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

InternalLog

GreenString

Private log is internallog to the resolver group.

False

UserLog

GreenString

User communication to notify the ticket updates to the Requestor.


False

CustomFields

GreenString

To capture the custom attributes values.

Example, 

"CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
]

False

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue
Response FieldDescription
ErrorThis field have the values, if there are any error in the API.
MessageThis field have the values, if the API response is success.
PriorityIt is Priority of the Incident.
ResolutionDeadLineIt is Resolution Deadline of the Incident.
SLAIt is SLA of the Incident.
TicketID_EncryptedThis value helps to navigate to the particular Incident.
TicketID_InternalThis is a Internal reference number.
TicketNoIncident number.
Ui tab
titlePending
Json FormattrueString Formattrue

Pending StatusRequest Parameters

Parameter NameMandatoryDescriptionType

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who logs an Incident.

GreenTrue

Status

GreenString

Status of an Incident. The value of the Status is Pending for this Request.

GreenTrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

PendingReason

GreenString

Pending Reason of an Incident.

GreenTrue

Assigned_Engineer_Email

GreenString

E-mail ID of the Assigned Engineer.

GreenTrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

InternalLog

GreenString

Private log is internallog to the resolver group.

False

UserLog

GreenString

User communication to notify the ticket updates to the Requestor.


False

CustomFields

GreenString

To capture the custom attributes values.

Example, 

"CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
]

False

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue
Response FieldDescription
ErrorThis field have the values, if there are any error in the API.
MessageThis field have the values, if the API response is success.
PriorityIt is Priority of the Incident.
ResolutionDeadLineIt is Resolution Deadline of the Incident.
SLAIt is SLA of the Incident.
TicketID_EncryptedThis value helps to navigate to the particular Incident.
TicketID_InternalThis is a Internal reference number.
TicketNoIncident number.
Ui tab
titleResolved
Json FormattrueString Formattrue

Resolved StatusRequest Parameters

Parameter NameTypeDescriptionMandatory

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who logs an Incident.

GreenTrue

Status

GreenString

Status of an Incident. The value of the Status is Resolved for this Request.

GreenTrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_Engineer_Email

GreenString

E-mail ID of the Assigned Engineer.

Greentrue

Closure_Code_Name

GreenString

Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure.

GreenTrue

ResolutionCodeName

GreenString

Resolution Code is the status code used by Analysts to resolve an Incident. It is applicable only for the manual closure.

Greentrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

InternalLog

GreenString

Private log is internallog to the resolver group.

False

UserLog

GreenString

User communication to notify the ticket updates to the Requestor.


False

CustomFields

GreenString

To capture the custom attributes values.

Example, 

"CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
]

False

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Solution

GreenString

Solution of the Incident.

GreenTrue

Sample Responsetrue
Response FieldDescription
ErrorThis field have the values, if there are any error in the API.
MessageThis field have the values, if the API response is success.
PriorityIt is Priority of the Incident.
ResolutionDeadLineIt is Resolution Deadline of the Incident.
SLAIt is SLA of the Incident.
TicketID_EncryptedThis value helps to navigate to the particular Incident.
TicketID_InternalThis is a Internal reference number.
TicketNoIncident number.
Ui tab
titleClosed
Json FormattrueString Formattrue

Closed StatusRequest Parameters

Parameter NameTypeDescriptionMandatory

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenString

E-mail ID of the Caller who is logs an Incident.

Greentrue

Status

GreenString

Status of an Incident. The value of the Status is Closed for this Request.

Greentrue

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_Engineer_Email

GreenString

E-mail ID of the Assigned Engineer.

Greentrue

Closure_Code_Name

GreenString

Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure.

Greentrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue
Ui tab
titleCancelled
Json FormattrueString Formattrue

Cancelled StatusRequest Parameters

Parameter NameMandatoryDescriptionType

Updater

GreenString

Name of the Updater. You can specify the value as follows:

  • Executive if the Updater is an Analyst
  • Caller if the Updater is an End User

GreenTrue

CI_ID

GreenString

To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.

False

If CI is already linked to the Incident, then it is Mandatory.

CI Key

GreenString

Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident.

Example, "CI_Key": "hostname"

False

If CI is already linked to the Incident, then it is Mandatory.

CI Value

GreenString

Based on the CI Key, the actual value to be passed.

Example, "CI_Value": "BLR1234"

False

If the CI Key has a value, then it is Mandatory.

Ticket_No

GreenString

The logged Incident number to Assign.

GreenTrue

IsFromWebService

Blueboolean

Is the Request from Web Service?

By default, the value is true.

GreenTrue

Priority_Name

GreenString

Name of the Priority. It defines the precedence in which an Incident to be addressed.

For example:

  • High or Medium or Low 
  • P1 or P2 or P3

False

Classification_Name

GreenString

Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.

False

SLA_Name

GreenString

Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs.

For Example: 24*7

False

Sup_Function

GreenString

Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

GreenTrue

Caller_EmailID

GreenTrue

E-mail ID of the Caller who is logs an Incident.

GreenString

Status

GreenTrue

Status of an Incident. The value of the Status is Cancelled for this Request.

GreenString

Urgency_Name

GreenString

Urgency defines the degree of importance of an Incident.

For Example: High or Medium or Low.

False

Assigned_Engineer_Email

GreenString

E-mail ID of the Assigned Engineer.

False

CancelRemarks

GreenString

Additional information about the closure of an Incident. It is applicable only for the manual closure.

GreenTrue

Medium

GreenString

Name of the Medium through which you want to log an Incident. By default, the value is Web.

GreenTrue

Impact_Name

GreenString

Impact defines the effect of an Incident on users . 

For Example: High or Medium or Low.

False

Category_Name

GreenString

A Category is a group, representing the type of an Incident. Name of the Closed Category.

False

OpenCategory_Name

GreenString

Name of the Open Category.

False

Source

GreenString

Name of the Source.

GreenTrue

Description

GreenString

Describe about the Incident. It is Description of the Incident, if the Updater is Caller.

It is Symptom of the Incident, if the Updater is Executive.

GreenTrue

PageName

GreenString

Name of the page.

The values are constant and as follows:

  • TicketDetail if the Updater is an Executive.
  • LogTicket if the Updater is a Caller.

GreenTrue

Mail_CC_EmailID

GreenString

In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added.  

Note: A validation message is triggered if any email id is incorrect.

False

Information

GreenString

Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller.

Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.

GreenTrue

RequestType

GreenString

Type of the request.

Be default, the value is RemoteCall.

GreenTrue

Sample Responsetrue

Status and Error Codes

For more information, see Status and Error Messages

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