REST API - End one or more ongoing actions of a ticket


PUT  /actions/{rfc_number}

  • You can end one or more ongoing actions of the ticket simultaneously.

Notes

       Open url.png  See Service Manager REST API Conventions.

  • You must supply a table in JSON format in the body of the HTTP request.
  • To end a specified action, you must use an end_action object having a JSON object (name/value pair) as its value.
    • Object name: action_id
    • Object value: the identifier for the action to end.
  • To end all current actions simultaneously, you must use the name of the end_action object without a value.
  • To fill in the support person who has actually carried out the action (doneby_id field), you must use one of the fields below:
    • doneby_identification
    • doneby_mail
    • doneby_name

Note: Only a user belonging to the group in charge of the action are authorized. Otherwise an HTTP status code 404 is returned.

  • If successful, an HTTP status code 201 is returned and a URL link (HREF) to the updated resource is provided.

List of parameters / fields

Mandatory parameters

  • You must use the parameter below in the URL.
  • You must use at least one of the optional fields detailed below in the body of the HTTP request. Otherwise an error is returned.
     
Parameter Type Description / Example
rfc_number string Ticket identifier

Optional parameters

None

Optional fields

  • You can use all the fields from the SD_REQUEST table except those mentioned below in the HTTP request string.
    • automatic_action 
    • delete_action 
    • old_value ; new_value 
    • wizard_guid 
    • to_trunc 
    • table_name ; field_name 
    • is_locked_progress_point 
    • net_charge_cur_id 
    • previous_sibling_id 
    • process_step_id
  • You can specify the action_id field to end a specified action. Otherwise all the ongoing actions of the ticket will be ended.
  • You can specify a group name / email to end the actions of a specified group / email. If you specified an action with a non-matching group, a 404 error will be returned.

Description of the actions carried out

The ongoing actions of the ticket are endded.

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

HTTP status codes for the method

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
Status201
201 Created Request processed successfully and an item created.
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"
}
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 Request method not authorized: not supported or not appropriate for the resource.

example

{
 "error": "Invalid input parameter"
}

Examples

Examples of the body of an HTTP request

  • To end a specified action:
{
 "end_action": {
   "action_id": "12345",
   "doneby_mail": "morley@itassetservices.com",
   "start_date": "12/10/2018",
   "end_date": "12/11/2018",
   "elapsed_time": "1234",
   "available_field_1": "Closed via REST API call"
  }
}
  • To end all current actions simultaneously:
{
 "end_action": {
   "doneby_mail": "morley@itassetservices.com",
   "start_date": "12/10/2018",
   "end_date": "12/11/2018",
   "elapsed_time": "1234",
   "available_field_1": "Closed via REST API call"
  }
}
  • To accept a validation action:
{
 "end_action": {
   "action_id": "12345",
   "doneby_mail": "morley@itassetservices.com",
   "start_date": "12/10/2018",
   "end_date": "12/11/2018",
   "elapsed_time": "1234",
   "available_field_1": "Closed via REST API call",
   "choice":"1"
  }
}
  • To refuse a validation action:
{
 "end_action": {
   "action_id": "12345",
   "doneby_mail": "morley@itassetservices.com",
   "start_date": "12/10/2018",
   "end_date": "12/11/2018",
   "elapsed_time": "1234",
   "available_field_1": "Closed via REST API call",
   "choice":"0"
  }
}

Result with a status code 201 returned

{
 "HREF": "https://{your_server}/api/v1/{your_account}/actions/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": "11/20/2019 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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