SOAP Web Service - Close a Ticket


Note: Service Manager SOAP web services are no longer maintened since the Oxygen version. You can still use them but we recommend that you use the Service Manager REST API to take advantage of the latest enhancements and features.

Open url.png See Close a ticket method of the Service Manager REST API.


  • The workflow is stopped. Any further modification is impossible.


List of parameters

Mandatory parameters

You must enter the parameters below.

Object Type Description / Example
account string Service Manager account used.
example 50004: Production base ; 50005: Sandbox base
login, pass string Login / password used to connect to Service Manager.
rfc_number, request_id, external_reference string Number and/or identifier of the ticket in Service Manager / Identifier of the ticket assigned by an external application.
  • You must enter one of the parameters to search for the ticket.
  • Parameters are processed in this priority order by the search algorithm.

Optional parameters

Object Type Description / Example
catalog_guid string Identifier of the topic of the ticket. Required if the ticket needs to be requalified before closing: used to specify the sd_catalog_id parameter.
delete_actions boolean Used to indicate the measures to be taken for ongoing actions in the ticket.
  • True: Delete the actions
  • False (by default): Do not delete the actions
doneby_identification, doneby_mail, doneby_name string Identifier, email address and name of the support person who closed the ticket.
  • Parameters are processed in this priority order by the search algorithm.
end_date string Closing date of open actions associated with the ticket and the anticipated closure action. By default, the current date (now). Note: The closing date of the ticket is always the current date, i.e. the date on which the method was called. It cannot be modified.
group_id, group_mail, group_name string Identifiant / Adresse e-mail / Nom du groupe qui a clôturé le ticket
  • Parameters are processed in this priority order by the search algorithm.
status_guid string Identifier (GUID) of the final status of the ticket. By default, Closed status.

Description of the actions carried out

1. The workflow of the ticket is interrupted.

2. The status of the ticket is modified.

  • New status = status_guid passed as a parameter

3. The unfinished actions associated with the ticket are deleted.

  • end_date_ut = null if and only if delete_actions = True

4. An anticipated closing action associated with the ticket is inserted.

  • start_date_ut and end_date_ut = Closing date passed as a parameter or now if no parameter
  • doneby_id = Identifier of the support person passed as a parameter (doneby_...), or, if missing, the identifier of the logged-on user 
  • action_type = GUID 79f03131-1d69-4f7b-8b63-547add64a157

Return codes for the web service

Code Error Corrective action
1 Request processed successfully
-1 Database not found Check that the account parameter matches a Service Manager account.
-2 Unable to connect to Service Manager Check and correct the login and pass parameters.
-3 Invalid entry parameter Check and correct the entry parameters. Check you have entered all the mandatory parameters.
-4 Workflow of the ticket not found
-10 Incorrect format for the closing date Check and correct the date format of the end_date parameter.
-22 Maximum number of connections have been reached Check that your profile defined on the Service Manager account authorizes the execution of the action requested to the web service.
Last modified by Unknown User on 2021/12/22 15:39
Created by Administrator XWiki on 2013/03/25 18:43


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