Feature released in SummitAI Service Management (#27634, SIERRA SP1 HF05, Incident Management)
What's New?
Now, the following functionalities are implemented for the Log or Update Incident API based on the Tenant level configuration:
- Whenever a New Incident is logged, it must be in the In-Progress status at least once before it is moved to the Resolved status.
- A Pending Incident must be in the In-Progress status at least once before it is moved to the Resolved status.
- Uploading CIs with Incidents.
API Details
Sample Request
| Code Block | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
{ "ServiceName" : "IM_LogOrUpdateIncident",
"objCommonParameters" : {
"_ProxyDetails" : {
"AuthType" : "APIKEY",
"ProxyID" : 0,
"ReturnType" : "JSON",
"APIKey" : "XXXXXXXXXXXXXXXXXXXX",
"OrgID" : "1"
},
"incidentParamsJSON" : {
"IncidentContainerJsonObj" : {
"Updater" : "Executive",
"Ticket" : {
"Ticket_No" : "12345",
"IsFromWebService" : true,
"Sup_Function" : "Info",
"Source" : "Event Trigger",
"Caller_EmailID" : "john@xyz.com",
"Medium" : "Web",
"Status" : "In-Progress",
"PageName" : "TicketDetail",
"Category_Name" : "IT",
"Classification_Name" : "Network Clfn",
"Urgency_Name" : "Alarming",
"Impact_Name" : "Low",
"Priority_Name" : "Priority 1",
"Assigned_WorkGroup_Name" : "IT Infra",
"SLA_Name" : "24/7",
"Assigned_Engineer_Email" : "Paul@xyz.com",
"Description" : "This is Webservices Incident ",
"PendingReason" : "Under observation",
"OpenCategory_Name" : "IT",
"Closure_Code_Name" : "Successful",
"ResolutionCodeName" : "",
"Response_SLA_Reason" : "Not Violated.Check the source",
"Resolution_SLA_Reason" : "Not Violated.Check the source"
},
"TicketInformation" : {
"Information" : "Info - Test API Ticket",
"InternalLog" : "",
"UserLog" : "",
"Solution" : "Solution for resolved status"
},
"CustomFields" : [ ],
"CI_Key":"serialnumber",
"CI_Value":"XXXXXXXXXXXXXXX"
}
},
"RequestType" : "RemoteCall"
}
}
|
Sample Response
| Code Block | ||||||
|---|---|---|---|---|---|---|
| ||||||
{
"Errors": "",
"Input": null,
"Message": "New ticket has been logged successfully",
"OrgID": 0,
"Output": null,
"OutputID": 0,
"OutputObject": null,
"TokenID": null,
"Priority": "Priority 1",
"ResolutionDeadLine": "May 21 2020 12:41PM",
"SLA": "24/7",
"TicketID_Encrypted": "",
"TicketID_Internal": 12345,
"TicketNo": 12345
}
|
Errors and Messages
The following errors and messages are displayed while trying to move the Incident status from New to Resolved or Pending to Resolved without moving the Incident to In-Progress even once.
Error
The Incident must be in the In-Progress status at least once before being moved to the Resolved status.
Message
Not able to save ticket details.
Anchor Configuration Configuration
Configuration
| Configuration | |
| Configuration |
To execute the API with the above functionalities, enable the following check boxes under the For Analysts section on the TENANT page (Admin> Basic > Infrastructure > Tenant > Select the Domain on the FILTERS pop-up page > Click SUBMIT > Select the Tenant from the List > Click CONFIGURE DETAILS on the ACTIONS panel > Select the Module as INCIDENT MANAGEMENT > Collapse the For Analysts section and enable the following check boxes):
- Mandatory In-Progress Status Before Changing the Status to Pending
- Disable Resolved Status If Incident is in Pending Status Or Mandatory In Progress Status to Resolve the Incident
Figure: TENANT page - Incident Management
For more information about Tenant configuration, see Configuring Incident Management Module.