SOAP Web Service - Create an Action for a Ticket

Last modified on 2022/11/08 13:22

Contents

Notes
List of parameters
- Mandatory parameters
- Optional parameters
Description of the actions carried out
Return codes for the web service

UseRestInsteadOfSoap

Note: Service Manager SOAP web services are no longer maintened since the Oxygen version. You can still use them but we recommend that you use the Service Manager REST API to take advantage of the latest enhancements and features.

Open url.png See Craeate an action for a ticket method of the Service Manager REST API.

EZV_CreateRelatedAction

This web service allows a new action for a specified ticket to be created (a ticket includes incident, service request, change request, investment request, problem and event).

Notes

If successful, a status code 1 is returned.

List of parameters

Mandatory parameters

You must enter the parameters below.

Object	Type	Description / Example
account	string	Service Manager account used. example 50004: Production base ; 50005: Sandbox base
login, pass	string	Login / password used to connect to Service Manager.
rfc_number, request_id, external_reference	string	Number and/or identifier of the ticket in Service Manager / Identifier of the ticket assigned by an external application. You must enter one of the parameters to search for the ticket. Parameters are processed in this priority order by the search algorithm.
	string
action_type_id, action_type_name	string	Identifier and name of the action type to create Parameters are processed in this priority order by the search algorithm.

Optional parameters

Object	Type	Description / Example
contact_id, contact_identification, contact_mail, contact_name	string	Identifier, employee number, email address and name of the contact person related to the action. Parameters are processed in this priority order by the search algorithm.
creation_date_ut	string	Creation date of the action, expressed in Universal Time (UT). By default, current date (now).
description	string	Comment related to the action.
doneby_id, doneby_identification, doneby_mail, doneby_name	string	Identifier, employee number, email address, and name of the support person in charge of the action. Parameters are processed in this priority order by the search algorithm.
expected_start_date_ut, expected_end_date_ut	string	Scheduled start date and end date of the action, expressed in Universal Time (UT).
group_id, group_mail, group_name	string	Identifier, email address, and name of the group that must intervene to the action. Parameters are processed in this priority order by the search algorithm.
max_intervention_date_ut	string	Latest possible date where the action needs to be executed, expressed in Universal Time. If not completed, computed starting from the creation date of the action and the OLA of the group.
parent_action_id	string	Identifier of the parent action.

Description of the actions carried out

1. If the parent_action_id parameter of the parent action is specified:

An action associated with the ticket is created.
Status = In progress

2. If the parent_action_id parameter is not specified:

Opening actions associated to the rfc_number and/or external_reference which are assigned to the user and/or the group passed as parameters are searched.
- If these actions are attached to a single parent action:
  - An action associated with the parent action is created.
  - Status = In progress
- If these actions are attached to various parent actions:
  - The process is stopped because there is an ambiguity on the parent_action_id parameter.

Return codes for the web service

Code	Error	Corrective action
1	Request processed successfully
-1	Database not found	Check that the account parameter matches a Service Manager account.
-2	Unable to connect to Service Manager	Check and correct the login and pass parameters.
-3	Invalid entry parameter	Check and correct the entry parameters. Check you have entered all the mandatory parameters.
-6	The login used for the connection does not belong to the group specified in the parameters.	Check you have select the correct login and/or the correct support person using the group_... parameters.
-7	The login used for the connection does not belong to the support person specified in the parameters.	Check you have select the correct login and/or the correct support person using the doneby_... parameters.
-12	Missing action type	Enter the action_type_id and/or the action_type_name parameters.
-13	No parent action assigned to the support person or the group	Check and correct the doneby_... and group_... parameters.
-14	Incorrect group	Check and correct the group_... parameters.
-15	Several parent actions assigned to the support person or the groupThe action cannot be created because there is an ambiguity on parent_action_id.	Enter the parent_action_id parameter.
-16	Parent action not found	Check and correct the parent_action_id parameter.
-22	Maximum number of connections have been reached	Check that your profile defined on the Service Manager account authorizes the execution of the action requested to the web service.

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