Feature released in SummitAI Service Management (#27634, Denali HF01, 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

Sample Request

 { "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

Sample Response

{
  "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.

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

TENANT page - Incident Management
Figure: TENANT page - Incident Management

For more information about Tenant configuration, see Configuring Incident Management Module.

Tahoe

Log or Update Incident API Enhancements Denali HF01