| Ui tab |
|---|
| Json FormattrueString FormattrueNew StatusRequest Parameters| Parameter Name | Type | Description | Mandatory |
|---|
Updater | | 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
| | | CI_ID | | To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident. | | | CI Key | | 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" | | | CI Value | | 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 | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who logs an Incident. | | Status | | Status of an Incident. The value of the Status is New for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_WorkGroup_Name | | 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. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | InternalLog | | Private log is internallog to the resolver group. | | UserLog | | User communication to notify the ticket updates to the Requestor.
| | CustomFields | | To capture the custom attributes values. Example, "CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
] | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue| Response Field | Description |
|---|
| Errors | This field have the values, if there are any error in the API. | | Message | This field have the values, if the API response is success. | | Priority | It is Priority of the Incident. | | ResolutionDeadLine | It is either the Log time or RCA deadline of the Incident. | | SLA | It is SLA of the Incident. | | TicketID_Encrypted | This value helps to navigate to the particular Incident. | | TicketID_Internal | This is a Internal reference number. | | TicketNo | Incident number. |
|
| Ui tab |
|---|
| Json FormattrueString FormattrueAssigned StatusRequest Parameters| Parameter Name | Type | Description | Mandatory |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who logs an Incident. | | Status | | Status of an Incident. The value of the Status is Assigned for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_WorkGroup_Name | | 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. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | it is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | InternalLog | | Private log is internallog to the resolver group. | | UserLog | | User communication to notify the ticket updates to the Requestor.
| | CustomFields | | To capture the custom attributes values. Example, "CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
] | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue| Response Field | Description |
|---|
| Error | This field have the values, if there are any error in the API. | | Message | This field have the values, if the API response is success. | | Priority | It is Priority of the Incident. | | ResolutionDeadLine | It is Resolution Deadline of the Incident. | | SLA | It is SLA of the Incident. | | TicketID_Encrypted | This value helps to navigate to the particular Incident. | | TicketID_Internal | This is a Internal reference number. | | TicketNo | Incident number. |
|
| Ui tab |
|---|
| Json FormattrueString FormattrueIn-Progress StatusRequest Parameters| Parameter Name | Mandatory | Description | Type |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who logs an Incident. | | Status | | Status of an Incident. The value of the Status is In-Progress for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_WorkGroup_Name | | 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. | | Assigned_Engineer_Email | | E-mail ID of the Assigned Engineer. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | InternalLog | | Private log is internallog to the resolver group. | | UserLog | | User communication to notify the ticket updates to the Requestor.
| | CustomFields | | To capture the custom attributes values. Example, "CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
] | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue| Response Field | Description |
|---|
| Error | This field have the values, if there are any error in the API. | | Message | This field have the values, if the API response is success. | | Priority | It is Priority of the Incident. | | ResolutionDeadLine | It is Resolution Deadline of the Incident. | | SLA | It is SLA of the Incident. | | TicketID_Encrypted | This value helps to navigate to the particular Incident. | | TicketID_Internal | This is a Internal reference number. | | TicketNo | Incident number. |
|
| Ui tab |
|---|
| Json FormattrueString FormattruePending StatusRequest Parameters| Parameter Name | Mandatory | Description | Type |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who logs an Incident. | | Status | | Status of an Incident. The value of the Status is Pending for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | PendingReason | | Pending Reason of an Incident. | | Assigned_Engineer_Email | | E-mail ID of the Assigned Engineer. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | InternalLog | | Private log is internallog to the resolver group. | | UserLog | | User communication to notify the ticket updates to the Requestor.
| | CustomFields | | To capture the custom attributes values. Example, "CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
] | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue| Response Field | Description |
|---|
| Error | This field have the values, if there are any error in the API. | | Message | This field has values, if the API response is success. | | Priority | It is Priority of the Incident. | | ResolutionDeadLine | It is Resolution Deadline of the Incident. | | SLA | Service Level Agreement of the Incident. | | TicketID_Encrypted | This value helps to navigate to the particular Incident. | | TicketID_Internal | This is a Internal reference number. | | TicketNo | Incident number. |
|
| Ui tab |
|---|
| Json FormattrueString FormattrueResolved StatusRequest Parameters| Parameter Name | Type | Description | Mandatory |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who logs an Incident. | | Status | | Status of an Incident. The value of the Status is Resolved for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_Engineer_Email | | E-mail ID of the Assigned Engineer. | | Closure_Code_Name | | Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure. | | ResolutionCodeName | | Resolution Code is the status code used by Analysts to resolve an Incident. It is applicable only for the manual closure. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | InternalLog | | Private log is internallog to the resolver group. | | UserLog | | User communication to notify the ticket updates to the Requestor.
| | CustomFields | | To capture the custom attributes values. Example, "CustomFields":[
{"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"}
] | | RequestType | | Type of the request. Be default, the value is RemoteCall. | | | Solution | | Solution of the Incident. | |
Sample Responsetrue| Response Field | Description |
|---|
| Error | This field have the values, if there are any error in the API. | | Message | This field have the values, if the API response is success. | | Priority | It is Priority of the Incident. | | ResolutionDeadLine | It is Resolution Deadline of the Incident. | | SLA | It is SLA of the Incident. | | TicketID_Encrypted | This value helps to navigate to the particular Incident. | | TicketID_Internal | This is a Internal reference number. | | TicketNo | Incident number. |
|
| Ui tab |
|---|
| Json FormattrueString FormattrueClosed StatusRequest Parameters| Parameter Name | Type | Description | Mandatory |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who is logs an Incident. | | Status | | Status of an Incident. The value of the Status is Closed for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_Engineer_Email | | E-mail ID of the Assigned Engineer. | | Closure_Code_Name | | Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue |
| Ui tab |
|---|
| Json FormattrueString FormattrueCancelled StatusRequest Parameters| Parameter Name | Mandatory | Description | Type |
|---|
Updater | | 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
| | | CI_ID | | 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 | | 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 | | 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 | | The logged Incident number to Assign. | | IsFromWebService | | Is the Request from Web Service? By default, the value is true. | | Priority_Name | | 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
| | Classification_Name | | Name of the Classification. It is the nature of Incidents raised by Analysts or End Users. | | SLA_Name | | Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 24*7 | | Sup_Function | | Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info | | Caller_EmailID | | E-mail ID of the Caller who is logs an Incident. | | Status | | Status of an Incident. The value of the Status is Cancelled for this Request. | | Urgency_Name | | Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low. | | Assigned_Engineer_Email | | E-mail ID of the Assigned Engineer. | | CancelRemarks | | Additional information about the closure of an Incident. It is applicable only for the manual closure. | | Medium | | Name of the Medium through which you want to log an Incident. By default, the value is Web. | | Impact_Name | | Impact defines the effect of an Incident on users . For Example: High or Medium or Low. | | Category_Name | | A Category is a group, representing the type of an Incident. Name of the Closed Category. | | OpenCategory_Name | | Name of the Open Category. | | Source | | Name of the Source. | | Description | | 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. | | PageName | | 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.
| | | Mail_CC_EmailID | | 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. | | Information | | 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. | | RequestType | | Type of the request. Be default, the value is RemoteCall. | |
Sample Responsetrue |
|
