REST API - Attach documents to a ticket


POST  /requests/{rfc_number}/documents

  • The files format can be .pdf, .docx, .jpg, .svg, .pptx, .txt, .png, etc.
  • You can attach one or more files simultaneously.

Notes

     Open url.png  See Service Manager REST API Conventions.

  • If successful, an HTTP status code 201 is returned and a URL link (HREF) to the created resource is provided.
  • You must pass the contents of the files in a form-data object (Key = documents) in the body of the HTTP request. In order to do that, you must use an app functionality or a third-party tool / development which allows you:
    • To upload and attach the required files in your app.
    • To encode the files in Base64.

List of parameters / fields

Mandatory parameters

You must use the parameter below in the URL.
 

Parameter Type Description / Example
rfc_number string Ticket identifier.

Optional parameters

You can use the JSON objects below in the body of the HTTP request.
 

Parameter Type Description / Example
description string Description of the attached documents.
documents file Content of the attached documents encoded in Base64. Note: This parameter contains 2 variables: filedata and filename. Open url.png See the Example.

Description of the actions carried out

1. The documents are downloaded.

  • Document title = File name

2. They are attached to the specified ticket. They are accessible via the Documents tab of the ticket form.

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"
}
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.

Examples

Example of the body of an HTTP request

{
 "documents": [{
   "filedata": "SmUgc3VpcyB1biBkb2N1bWVudA==",
   "filename": "document.docx"
    }]
}

Result with a status code 201 returned

{
 "HREF": "https://{your_server}/api/v1/{your_account}/requests/I161026_000005"
}


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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