SOAP Web Service - End an Action of a Ticket


UseRestInsteadOfSoap

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 End one or more ongoing actions of a ticket method of the Service Manager REST API.

EZV_EndAction

  • The workflow related to the ticket proceeds to the next step.

Notes

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
action_id string Identifier of the finished action.
  • If the parameter is not completed, all the current actions of the ticket are finished.
group_id, group_mail, group_name string Identifier, email address and group name that has finished the action.
  • Parameters are processed in this priority order by the search algorithm.
start_date, end_date string Start date and end date of the action, expressed in Universal Time (UT).
  • By default, current date (now).
Status_GUID string Identifier (GUID) of the final status of the action.
  • By default, Closed status.
description string Comment explaining the end of the action./td>
doneby_identification, doneby_mail, doneby_name string Identifier, email address and name of the support support that has finished the action.
  • Parameters are processed in this priority order by the search algorithm.
elapsed_time string Action duration, expressed in minutes.

Description of the actions carried out

1. All the ongoing actions attached to the ticket are ended.

  • If the action_id parameter is specified, only that action is ended.
  • If the action_id parameter is not specified, all the ongoing actions associated with the rfc_number / external_reference are ended.

2. The fields below are modified on the actions:

  • start_date_ut, 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 
  • group_id = Identifier of the group passed as a parameter (group_...), or, if missing, the identifier of user group

3. The workflow associated to the ticket proceeds to the next step.

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.
-6 The login used for the connection does not belong to the group specified in the parameters. Check you have select the correct support person using the doneby_... and/or group_... parameters.
-7 The login used for the connection does not belong to the support person specified in the parameters. Check you have select the correct login and/or the correct support person using the doneby_... parameters.
-9 No ongoing action assigned to the support person or the group Check you have select the correct support person using the doneby_... and/or group_... parameters.
-10 Invalid date format for the end of action Check and correct the date format of the end_date parameter.
-11 Invalid date format for the start of action Check and correct the date format of the start_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.
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Last modified by Unknown User on 2021/12/22 15:40
Created by Administrator XWiki on 2013/03/25 18:24

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