REST API - Close a ticket
PUT /requests/{rfc_number}
- This method allows a specified ticket to be ended (a ticket includes incident, service request, change request, investment request, problem and event).
example /requests/S161123_000034
- The associated workflow is stopped.
- Any further modification is impossible.
Notes
See Service Manager REST API Conventions
- If successful, an HTTP status code 201 is returned and a URL link (HREF) to the modified resource is supplied.
- You must supply a table in JSON format in the body of the HTTP request.
- You must use a closed object whose value is a set of JSON objects (name/value pairs).
- If no value is specified, the default meta-status Closed (Status_GUID: C3D9DFA7-7A21-46C2-B3A3-8BC50C9FF4F3) is applied.
- To apply a status other than the meta-status Closed, you can use the object called Status_GUID for the value of the closed object, with the number (code) of the Status_GUID you want to apply as the value.
example Application of Solved status ==> Status_GUID: DC97DD1D-0F35-4153-B0E1-0F2E0155365D
- You must provide a valid status number (code).
- The closing date of the ticket must always be equal to the current date, i.e. the date on which the method was used.
- You can specify a different closing date for open actions that are associated with the ticket and the anticipated closing date using the end_date object.
CommonNotes_JSONandFields
JSON Format / Field Format:
- The field names are those of the Service Manager.data model.
example available_field_1
- To update a field, respect the following JSON format: "field_name":"value".
- JSON object names, including those representing Service Manager database fields, are not case sensitive.
example field_name, Field_Name and FIELD_NAME are equivalent
List of parameters / fields
Mandatory parameters
You must use the parameter below in the URL.
Parameter | Type | Description / Example |
---|---|---|
rfc_number | string | Ticket number |
Optional parameters
You can use the JSON objects detailed below in the HTTP request string.
Parameter | 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. |
comment | string | Comment explaining the closing of the ticket. |
delete_actions | boolean | Used to indicate the measures to be taken for ongoing actions in the ticket.
|
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. |
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.
- workflowstop function, with rfc_number passed as a parameter
- action_id is not necessary as the internal localworkflowStop function only requires a request_id which is found from the rfc_number
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 = logged-on user or doneBy passed as a parameter
- action_type = (GUID = 79f03131-1d69-4f7b-8b63-547add64a157)
HTTP status codes for the method
StatusHeader
Code | Error | Description |
---|
Status201
201 | Created | Request successfully processed and element created. |
Status401
401 | Unauthorized | Incorrect authentication process for accessing the resource: Incorrect login/password, invalid session, incorrect Service Manager account.
example { "error": "Invalid Login / Password" } |
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" } |
Status405
405 | Method not allowed | Unauthorized request method, i.e. it is not supported or not appropriate for the resource.
example { "error": "Invalid input parameter" } |
Examples
Examples of the body of an HTTP request
- No value specified for the Status_GUID field ==> application of the meta-status Closed:
"closed": {
"end_date": "11/20/2016 12:12:12",
"catalog_GUID": "0F05FE8E-E487-4449-888E-2A7C066EC205",
"delete_actions": 1,
"comment": "Closed via REST API"
}
}
- For the Solved status, of the meta-status Closed:
"closed": {
"status_GUID": "DC97DD1D-0F35-4153-B0E1-0F2E0155365D",
"end_date": "11/20/2016 12:12:12",
"catalog_GUID": "0F05FE8E-E487-4449-888E-2A7C066EC205",
"delete_actions": 1,
"comment": "Closed via REST API"
}
}
Result with a status code 201 returned
"HREF": "https://{your_server}/api/v1/{your_account}/requests/I161019_000003"
}
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)" } } |