- Welcome to the EasyVista Wiki
- Integrations
- SOAP Web Services
- SOAP Web Service - Update a Ticket
SOAP Web Service - Update 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.
See Update a ticket method of the Service Manager REST API.
EZV_UpdateRequest
- This web service allows a specified ticket to be modified (a ticket includes incident, service request, change request, investment request, problem and event).
Notes
- If successful, a status code 1 is returned.
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.
|
Optional parameters
| Object | Type | Description / Example |
|---|---|---|
| fields_to_update | string | List of fields and values to update. See:
example {comment=updated by mail} {ci=SRV_15-F} {asset=ZS_003} |
List of fields of the SD_REQUEST table that cannot be changed
rfc_number - request_id - location_id - request_project_id - recipient_id - urgency_id - severity_id - status_id - department_id - parent_request_id - last_group_id - last_done_by_id - submitted_by - kbase_id - sla_id - sd_catalog_id - initial_sd_catalog_id - order_id - news_id - project_id
List of fields referenced in other tables and related to a specific alias, that can be changed
| Alias | Field updated in SD_REQUEST table | Search table | Field used in the search table to search the values passed as parameter |
|---|---|---|---|
| ci_id | ci_id | AM_ASSET | asset_tag |
| asset | asset_id | AM_ASSET | asset_tag |
| asset_tag | asset_id | AM_ASSET | asset_tag |
| net_price_cur_id | net_price_cur_id | AM_CURRENCY | currency |
| rental_net_price_cur_id | rental_net_price_cur_id | AM_CURRENCY | currency |
| analytical_charge_id | analytical_charge_id | EP_ANALYTICAL_CHARGE | analytical_charge_code |
| system_id | system_id | AM_REFERENCE | reference_lng |
| release_id | release_id | CMDB_RELEASE | release_code |
| continuity_plan_id | continuity_plan_id | CMDB_CONTINUITY_PLAN | code |
| ci | ci_id | AM_ASSET | network_identifier |
| ci_serial | ci_id | AM_ASSET | serial_number |
| asset_serial | asset_id | AM_ASSET | serial_number |
| owner_id | owner_id | AM_EMPLOYEE | last_name |
| owning_group_id | owning_group_id | AM_GROUP | group_lng |
| known_problems_id | known_problems_id | SD_KNOWN_PROBLEMS | known_problems_id |
| root_cause_id | root_cause_id | AM_REFERENCE | reference_lng |
| request_origin_id | request_origin_id | SD_REQUEST_ORIGIN | name_lng |
Description of the actions carried out
1. The ticket is updated in the SD_REQUEST table.
2. The updated fields are those entered using the parameter Fields_to_update.
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 | Failure of the SQL query used to update the database | Check and correct the fields_to_update parameters. |
| -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. |