REST API - Reopen a ticket
PUT /requests/{rfc_number}
- This method allows a specified ticket which is suspended to be reopen (a ticket includes incident, service request, change request, investment request, problem and event).
example /requests/S161123_000034
- To suspend a ticket: PUT /requests/{rfc_number}.
See the method.
Notes
See Service Manager REST API Conventions.
- You must supply a table in JSON format in the body of the HTTP request.
- You must use a restarted object whose value is a set of JSON objects (name/value pairs).
- If successful, an HTTP status code 201 is returned and a URL link (HREF) to the updated resource is provided.
- An HTTP status code 590 is returned if the ticket is already suspended.
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 | integer | Ticket identifier: /requests/{rfc_number} |
Optional parameters
None
Optional fields
| Parameter | Type | Description / Example |
|---|---|---|
| comment | string | Comment of the reopening action
Note: Comment and Description fields will not be updated on the ticket. |
| done_by_id | integer | Done by: Identifier |
Description of the actions carried out
- Create a reopening action for the ticket.
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 successfully processed and element created. |
Status400
| 400 | Bad Request | Request could not be run correctly due to malformed syntax.
example { "error": "Nothing to update (check fieldnames)" } or when the "Suspend a ticket" method is called but the ticket is already suspended. The response returned is: { "error": "The request is already suspended. Operation aborted."} or when the "Reopen a ticket" method is called but the ticket is not suspended. The response returned is: { "error": "The request is not suspended. Operation aborted."} |
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" } |
Status590
| 590 | Bad Request | Request could not be run correctly due to malformed syntax.
or When the Suspend a ticket method is called but the ticket is already suspended. The response returned is { "error": "The request is already suspended. Operation aborted."} or When the Reopen a ticket method is called but the ticket is not suspended. The response returned is { "error": "The request is not suspended. Operation aborted."} |
Examples
Example of the body of an HTTP request
"restarted": {
"comment": "string (required)"
}
}
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)" } } |
||