Service Request Manual escalation

Owned by Kunkuma (Unlicensed)
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment
2 min read

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

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

Service NameHTTP 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 NameTypeDescription

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.