Service Manager REST API

Last modified on 2022/11/08 13:22

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2022
  • New methods: Create a CI unavailability ; End a CI unavailability ; View the information of the Service Manager license key
  • Create a ticket: New HTTP status code, 406
  • All methods: New error code, Timeout
Autumn 2020 - Build 2020.2.122.2
  • All methods: New search and filter option by date and by time
  • View the URLs for ticket attachments: new variable called document
  • View the list of actions: new variables action_type_id and action_type_name
  • Create a ticket action: new variable comment
  • Create a ticket: new variable impact_id
Oxygen 2.1.4 - Build 2018.1.185.5
  • New methods: Update an attribute of an asset ; Create a link between an attribute and an asset
Oxygen 2.1.4 - Build 2018.1.185.2
  • New methods: View a list of news ; View a news ; Create a news ; Update a news ; View all the attributes of a list of assets ; View all the attributes of an asset
  • All GET methods: New parameters search, null, not null
Oxygen 2.1 - Build 2018.1.181.0
  • New methods: Upload a document ; Delete a document ; View a list of questionnaires ; View a questionnaire ; View a list of questions ; View a question ; View a list of questions with a response ; View responses to a list of questions of a ticket ; View the response to a question of a ticket ; Create the response to a question of a ticket ; Modify the response to a question of a ticket
Oxygen 2.0 - Build 2018.1.169.0
  • Filtering resources with a composite key
Definition

REST (Representational State Transfer) is based on the HTTP protocol for accessing resources thanks to their unique URI. It is used by web services to perform various operations supported natively: GET (read), POST (write), PUT / PATCH (modify), DELETE (delete).

EndDefinition

REST API operating principle

  • A consumer makes an application via a request to a REST API with a web services provider.
  • The REST web service carries out the request and returns a response to the consumer in the form of a data stream (usually JSON format, this format having become established over the years).
  • The consumer uses the response as part of an application he/she has developed.

Service Manager supplier and consumer of REST web services

Service Manager as supplier of REST web services

  • Service Manager offers services, named as methods, thanks to its REST API. These are well-defined business functions. Open url.png See the list of methods.

    example  Creation of a ticket, Update of an asset

  • The third-party application calls a Service Manager REST API method sending the values expected by the parameters of this one. Processing is then carried out as if Service Manager was active.

    example  A Service Desk application calls the Suspend a ticket method by sending the Service Manager incident number

Service Manager as consumer of REST web services

  • Service Manager can call web services provided by the REST APIs of other products in order to access external data.

    example  Call of the Trello REST API to access the list of projects and tasks

Notes

  • The Service Manager REST API exchange format is JSON.
  • The Service Manager REST API allows to manage the following resources.
Resource JSON Object SQL Table
assets asset AM_ASSET
catalog-assets catalog-assets AM_CATALOG
catalog-requests catalog-requests SD_CATALOG
configuration-items configuration-items AM_ASSET
departments department AM_DEPARTMENT
employees employee

alias : recipient ; requestor ( * )

AM_EMPLOYEE
known-problems known-problem SD_KNOWN_PROBLEMS
locations location AM_LOCATION
manufacturers manufacturer AM_MANUFACTURER
requests request SD_REQUEST
slas sla SD_SLA
status status SD_STATUS

( * ) The employee JSON object has 2 alias which are used for the requests resource to manage the case of the foreign keys submitted_by and recipient_id of the SD_REQUEST table.

  • The methods (operations) PUT and PATCH which allow to modify a specified resource are equivalent.
  • The methods which allow to obtain a specified resource or to modify a specified resource use a mandatory parameter that corresponds to a field of the Service Manager database for which we can guarantee the uniqueness.
        example  asset_id parameter for the following methods:
  • When you wish to obtain a specified resource or to modify a specified resource for which the third-party system does not know the value of the field used as parameter, you should use the method to obtain a list by applying the desired search/filter options on the fields of the database. You can then use the link URL (HREF) provided which contains the unique identifier of each resource.
        example  To obtain a specified access:
    • You should use the View a list of assets method (GET /assets) with the possible search/filter options on the fields asset_id, employee_id, location_id, department_id.
    • Then you can use the link URL: "HREF": "https://{your_server}/api/v1/{your_account}/assets/27590" to access the asset of which the identifier is 27590.
  • Results (JSON format) are returned in the language of the user for which the account is used to access to the Service Manager REST API.
  • A timeout is enabled when Service Manager REST calls are made. It indicates the maximum server response time for a REST Web service request sent to a third-party service. Once this time has elapsed, the call will be interrupted and a Timeout error code will be returned, informing you that the request failed.
    • The default duration is 60 seconds.
    • You can define a time between 1 to 300 seconds. Open url.png See the procedure.

Best Practice

  • To run your tests, you shoud use:
    • The HTTP request library providing by EasyVista. It contains a set of examples which may help you understand and use the Service Manager REST API and run tests in your specific Service Manager environment if required.
    • Postman (extension of Chrome). It is an excellent third-party tool for mechanizing API tests; particularly REST API. 

Licensing and security system

  • All operations carried out with the Service Manager REST API require a login in order to access a specific domain.
  • Each time a call is made to the Service Manager REST API, user access is recorded. Open url.png See Service Manager license usage rules.
  • For security reasons and to prevent unwanted use of the Service Manager REST API by standard users, the REST API field has been added to profile management. It allows you to define a dedicated profile and user to the API use. Open url.png See the Procedure 

Access to the Service Manager REST API

  • Access to the Service Manager REST API is via a Basic authentication. Login and password are required.
  • Access to the Service Manager REST API methods is via a URL of the following format.
    Replace:
    • {your_server} with the server URL.
    • {your_account} with the Service Manager account used.
    • {resource_name} with the name of the resource called.

https://{your_server}/api/v1/{your_account}}/{resource_name}

      example

https://your_company.easyvista.com/api/v1/50004/employees

https://your_company.easyvista.com/api/v1/50005/requests

List of the Service Manager REST API methods

Assets

Note: The Assets term includes equipment, licenses, contracts.

   Attributes

   Catalogs

   Links of an asset

Manufacturers

Employees

SLAs

Tickets

Note: The Tickets term includes incidents, service requests, change requests, investment requests, problems, events.

   Catalogs

   Problems

   Documents

Questions / Questionnaires

Problems

Known errors

News

Actions

Departments / Locations

   Departments

   Locations

Configuration items (CIs)

   Links of a CI

  • Create a CI link  :  POST  /configuration-items/{parent_ci_id}/item-links/{child_ci_id}
  • Update a CI link  :  PUT  /configuration-items/{parent_ci_id}/item-links/{child_ci_id}
  • Delete a CI link  :  DELETE  /configuration-items/{parent_ci_id}/item-links/{child_ci_id}

External tables (E_ tables)

Others

Procedures

How to define a dedicated user to the Service Manager REST API

Step 1: Create a REST API profile

1. Select Administration > Access Management > User Profiles in the menu.

2. Create a new profile. Open url.png See the procedure.

3. Check the REST API box to give him the authorization to use the Service Manager REST API.
         REST API - Dedicated user.png

4. Click Wheel icon.png next to the REST API field to define the access rights to the Service Manager REST API methods.

  • Check the route (or resources) boxes that the profile can have access.

Best Practice icon.png  Display the description of a route on hover over its label.
        REST API - Route switchs.png

  • For each selected route, indicate if the profile can use the HTTP method (box is checked in the dedicated column) or not (box is not checked).
    • GET: Read-only acces
    • POST: Write access
    • PUT / PATCH: Access for update
    • DELETE: Access for delete
       

Step 2: Create a dedicated user, authorized to carry out REST requests

1. Proceed to the employee directory: select References > Directory > Employee in the menu.

2. Create a new user and assign the REST API profile previously created.

          User - Profile REST API.png

All multilingual data will be displayed in that user's language.

How to manage the result of a REST API action in a process

     Open url.png See the procedure.

Workflows and business rule related processes can contain REST actions.

  • All Service Manager REST API methods can be called.
  • You can manage the result of the REST action, i.e. Success or Error, using internal update steps.
ManageServiceManagerRESTAPIInProcess_Result

example  Create an employee

Result returned if the update is successful

{"HREF":"https://{your_server}/api/v1/{your_account}/employees/18445"}

Result returned if the update failed

Rest step workflow failed, the service send a bad http code [HTTPCODE:401] (2114) "Error http4xx"

How to modify the duration of the timeout

1. Open the configuration file called rest-api.ini.

2. Search for the timeout parameter.

3. Enter the required value.

  • You can specify a value from 1 to 300 seconds.
  • Only whole numbers in seconds are authorized.
  • Any value outside this range will be replaced by the default value.

          Timeout - Ini file.png

4. Save your modifications.

HTTP status codes

StatusHeader

Note: A Timeout error code will be returned if the server does not respond to the REST Web service request within a given time (by default 60 seconds).

Code Error Description
EndStatusHeader
Status200
200 OK (Success) Request processed successfully.
EndStatus200
Status201
201 Created Request processed successfully and an item created.
EndStatus201
Status204
204 Deleted Request processed successfully and an item deleted.
EndStatus204
Status400
400 Bad Request Request formulated incorrectly and cannot be executed correctly.

example

{
 "error": "Nothing to update (check fieldnames)"
}

or for the REST call "Suspend a ticket" with the Response Content: { "error": "The request is already suspended. Operation aborted."} when a ticket is already suspended.

or for the REST call "Reopen a ticket" with the Response Content: { "error": "The request is not suspended. Operation aborted."} when a ticket is not suspended.

EndStatus400
Status401
401 Unauthorized Authentication process for accessing the resource is incorrect: Login/Password incorrect, Invalid session, Incorrect Service Manager account.

example

{
 "error": "Invalid Login / Password"
}
EndStatus401
Status403
403 Forbidden Server refused to execute the request. Unlike error 401, authentication is accepted but access rights do not authorize the client to access the resource: The user does not have the REST API parameter enabled in their profile.
EndStatus403
Status404
404 Not Found Resource not found: Incorrect URI, Missing resource, Incorrect communication with the server, rfc_number not found.

example

{
 "error": "Resource not found"
}
EndStatus404
Status405
405 Method not allowed Request method not authorized: not supported or not appropriate for the resource.

example

{
 "error": "Invalid input parameter"
}
EndStatus405
Status406
406 Not acceptable Resource not available in a format complying with the Accept headers of the request. Note: The exchange format of the Service Manager REST API is JSON.

or

From the version 2022 - Build 2022.1.109.0.03 Call of the Create a ticket method when the recipient of the ticket does not exist in the Service Manager database or if the recipient does not belong to one of the REST user's domains.

EndStatus406
Status409
409 Conflict Unable to process request in the current state. Records cannot be modified or deleted.
EndStatus409
Status413
413 Request entity too large Processing abandoned because the request was too large.
EndStatus413
Status500
500 Internal Server Error Generic error message displayed when an unexpected condition is encountered and there is no appropriate message which is more specific.<

example

{
 "error": "An error occured. A text message is returned in the body."
}
EndStatus500
Status503
503 Service unavailable Service temporarily unavailable or under maintenance. The request cannot be processed.
EndStatus503
Status590
590 Bad Request Request formulated incorrectly and cannot be executed correctly.

or

Call of the Suspend a ticket method when a ticket is already suspended. The response { "error": "The request is already suspended. Operation aborted."} will be returned.

or

Call of the Reopen ticket when the ticket is not suspended. The response { "error": "The request is not suspended. Operation aborted."} will be returned.

EndStatus590
ConventionsAPI

REST API Conventions

Convention Meaning
Orange Parameters used in an HTTP request string which do not correspond to Service Manager database fields.

example   Method View a list of assets

https://{your_server}/api/v1/{your_account}/assets?max_rows=3&fields=asset_tag
Black and Bold Parameters used in the URL of an HTTP request which correspond to Service Manager database fields.

example   Method View an asset

https://{your_server}/api/v1/{your_account}/assets/{asset_id}
Green Parameters used in the body of an HTTP request which represent JSON object names corresponding to Service Manager database fields; they allow the value of a database field to be assigned or modified.

example   Method Close an incident/request

{  "closed": {  "end_date": "11/20/2016 12:12:12",  }  }
Parameters used in the body of an HTTP request which represent JSON object names not corresponding to Service Manager database fields.

example   Method Reopen an incident/request

{  "restarted": {  "comment": "string (required)"  }  }
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Created on 2022/05/28 10:51
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