URL
POST https://{api-url}/api/v2/tenants/{tenantId}/serviceRequests/{serviceReqId}Sample URLs
https://{api-url}/api/v2/tenants/client_7/serviceRequests/SRQ0000001113Parameters
All parameters are optional:
| Field | Data Type | Description |
|---|---|---|
| resources | String | Resources on which the service request is created. |
| priority | String | Ticket priority. Supported Values: Low, Normal, High, Urgent, and Very High |
| status | String | Status of a service request. Follow the steps to update status:
|
| reason | String | Reason to edit the fields. |
| cc | String | Cc email. |
| suspendEndDate | String | On Hold date. This field is mandatory only if the option Make On Hold date as mandatory when status moves to On Hold is enabled in service desk settings. |
| assignedUser | String | User to whom the ticket is assigned. |
| assigneeGroup | String | User group to which the ticket is assigned. |
| requester | String | User who initiates the service request. |
| extTicketId | String | Attach third-party ticket ID. |
| toEmail | String | Email address of the user for sending notifications. |
| customFields | String | User-defined fields to include additional service request information. Use the get custom fields to retrieve the list of custom fields. |
| category | Integer | Category of the service request. Use the get categories to retrieve the list of categories. |
| subCategory | Integer | Sub-category of the service request. Use the get categories to retrieve the list of sub-categories. |
| response | String | Relevant information of the ticket can be included in response. Example: file attachments, external ID, tags |
| attachedRequests | String | Attach incidents to a service request. Use Search Incidents API to retrieve the list of incidents. Example: "id": "INC0000000104" |
| knowledgeArticleIds | Integer | Attach knowledge base articles related to a service request for further reference. To fetch a knowledge base article ID:
|
Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).
Sample request
{
"priority": "High",
"status": "Open",
"reason": "Global open reason",
"notes": "Request Processing",
"location": "Testing@testLocation",
"cc": "testUser@gmail.com, tester@gmail.com",
"tags": "API, Problem",
"category": {
"id": "22"
},
"subCategory": {
"id": "23"
},
"requester": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2"
},
"assignedUser": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2"
},
"assigneeGroup": {
"name": "API-Lab-Group-1"
},
"resources": [{
"id": "481af404-33a6-4d61-af77-c483ca6641fa"
},
{
"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
},
{
"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
}
],
"customFields": [{
"id": "UDF0000003797",
"name": "api_lab_drop_down_3797",
"value": "1"
},
{
"id": "UDF0000003798",
"name": "api_lab_text_3798",
"value": "testing text field"
},
{
"id": "UDF0000003801",
"name": "api_lab_checkbox_3801",
"value": "1"
},
{
"id": "UDF0000003802",
"name": "api_lab_date_3802",
"value": "2016-03-28T10:10:00+0000"
}
],
"response": {
"description": "Adding Attachments to Service Request",
"internal": "false",
"creator": {
"id": "USR0000002146",
"loginName": "FSSL-API-Lab-User-1"
},
"tags": "API, ServiceRequest",
"attachments": [{
"name": "2.txt",
"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
},
{
"name": "1.txt",
"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
}
]
},
"attachedRequests": [{
"id": "INC0000001370"
},
{
"id": "INC0000001371"
},
{
"id": "INC0000001368"
}
],
"knowledgeArticleIds": [25, 16]
}Sample response
{
"id": "SRQ0000001113",
"subject": "Renewal of Windows License",
"description": "Windows license is expiring soon, need to renew the license.",
"status": "Open",
"oldStatus": "New",
"priority": "High",
"oldPriority": "Low",
"requester": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2",
"lastName": "API-Lab-2",
"firstName": "FSSL",
"email": "tester3@gmail.com"
},
"assignedUser": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2",
"lastName": "API-Lab-2",
"firstName": "FSSL",
"email": "tester3@gmail.com",
"phoneNumber": "9876543219"
},
"assigneeGroup": {
"id": 17,
"name": "API-Lab-Group-1",
"userCount": 2
},
"resources": [{
"id": "481af404-33a6-4d61-af77-c483ca6641fa",
"name": "VTHLPT1000",
"type": "DEVICE"
},
{
"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
"name": "VTH-SERVICES",
"type": "SERVICE"
},
{
"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
"name": "VTH-ADMIN-DEVS",
"type": "DEVICE_GROUP"
}
],
"extTicketId": "VNXC0090344",
"cc": "testUser@gmail.com, tester@gmail.com",
"ticketArisedTime": "",
"createdUser": {
"id": "USR0000002095",
"loginName": "John.Smith",
"lastName": "Smith",
"firstName": "John",
"email": "john.smith@gmail.com"
},
"reason": "Global Open Reason",
"alertIds": [],
"createdDate": "2016-03-29T11:32:08+0000",
"allowedStatus": [{
"id": "3",
"name": "Pending",
"reasonsEnabled": true,
"reasonsDefined": false
},
{
"id": "4",
"name": "Resolved",
"reasonsEnabled": true,
"reasonsDefined": false
},
{
"id": "5",
"name": "Closed",
"reasonsEnabled": true,
"reasonsDefined": true
},
{
"id": "6",
"name": "On Hold",
"reasonsEnabled": true,
"reasonsDefined": true
}
],
"client": {
"id": 7,
"uniqueId": "client_7",
"name": "API Lab",
"activated": true,
"updatedTime": "",
"createdTime": "2012-10-09T11:49:34+0000"
},
"updatedDate": "2016-03-29T11:37:58+0000",
"priorityUpdatedBy": {
"id": "USR0000002095",
"loginName": "John.Smith",
"lastName": "Smith",
"firstName": "John",
"email": "john.smith@gmail.com"
},
"priorityUpdatedDate": "2016-03-29T11:37:58+0000",
"statusUpdatedBy": {
"id": "USR0000002095",
"loginName": "John.Smith",
"lastName": "Smith",
"firstName": "John",
"email": "john.smith@gmail.com"
},
"statusUpdatedDate": "2016-03-29T11:37:58+0000",
"slaDetails": {
"resolutionTime": 0,
"responseTime": 350,
"responseBreach": false,
"resolutionBreach": false,
"responseBreachDate": "",
"resolutionBreachDate": ""
},
"source": "INTEGRATION",
"serviceCatalogItemId": "0",
"statusFlow": [{
"status": "New",
"timeSpent": 1492634,
"createdDate": "2016-07-25T12:42:19+0000",
"updatedBy": {
"loginName": "System.User",
"lastName": "system",
"firstName": "user",
"email": "sample_1@gmail.com"
}
},
{
"status": "Open",
"reason": "Started Working",
"createdDate": "2016-08-11T19:19:51+0000",
"updatedBy": {
"loginName": "john.smith",
"lastName": "smith",
"firstName": "john",
"email": "sample@gmail.com",
"phoneNumber": "9985597783"
}
}
],
"attachedRequests": [{
"id": "INC0000001370"
},
{
"id": "INC0000001371"
},
{
"id": "INC0000001368"
}
],
"knowledgeArticleIds": [
25, 16
],
"attachedArticles": [{
"id": 25,
"subject": "Frequently Asked Questions on Windows License"
},
{
"id": 16,
"subject": "Updated Windows Version"
}
]
}