SOAP Web Service - Create a Ticket
Last modified on 2022/11/08 13:22
Contents
EZV_CreateRequest
- This web service allows:
- A new ticket to be created (a ticket includes incident, service request, change request, investment request, problem and event).
- The linked workflow to be started.
Notes
- If successful, a status code 1 is returned. The ticket number generated in Service Manager is provided.
List of parameters
Mandatory parameters
You must enter the parameters below.
Notes:
- The topic can be entered using catalog_guid (used in priority) and/or catalog_code.
- If the catalog_guid is wrong, the process stops without reading the catalog_code.
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. |
catalog_guid | string | Identifier of the category of the ticket |
Optional parameters
Object | Type | Description / Example |
---|---|---|
catalog_code | string | Code of the topic of the ticket. |
assetid, assettag, asset_name | string | Identifier, asset tag and equipment name related of the ticket.
|
ci_id, ci_asset_tag, ci_name | string | CI Identifier, equipment code of the CI and CI name.
|
department_id, department_code | string | Identifier and department code of the requesting person.
|
description | string | Description of the ticket. |
external_reference | string | Identifier of the ticket attributed by an external application. |
location_id, location_code | string | Identifier and location code of the requesting person.
|
origin | string | Identifier of the origin of the ticket (Example: Phone, email). |
parentrequest | string | Identifier of a related request (primary request) attached to the ticket. |
phone | string | Phone number of the requesting person. |
recipient_identification, recipient_mail, recipient_name | string | Employee number, email address and name of the beneficiary person.
|
requestor_identification, requestor_mail, requestor_name | string | Employee number, email address and name of the requesting perso
|
severity_id | integer | Identifier of the severity level of the ticket. |
submit_date | string | Creation date of the ticket.
|
urgency_id | integer | Identifier of the urgency level of the ticket. |
Description of the actions carried out
1. A new ticket is created in the SD_REQUEST table.
- submit_date = now
- If recipient_id is passed as a parameter:
- location_id = location_id of the recipient_id
- department_id = department_id of the recipient_id
- requestor_phone = phone of the recipient_id
- rfc_number ==> Get NewIncidentNumber
- max_resolution_date_ut ==> calculateMaxResolution(SLA_id to recover)
- first_call_resolution ==> 0
- status_id = Clé status_id where the GUID is {6e554fc1-1a5d-47e4-b303-cd98a8767aec} [12 - normally In Progress/
- If parentRequest is completed:
- parentRequest_id completed (related request)
2. A CALL action is created in the AM_ACTION table, attached to the ticket.
- request_id = request_id of the ticket that was created
- doneBy_id = requestor_id of the ticket that was created
- creation_date_ut = start_date_ut = end_date_ut = SD_REQUEST.submit_date
- action_type_id = 7
- AM_ACTION.contact_id = SD_REQUEST.requestor_id
3. The workflow_id workflow related to the ticket will be launched.
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. |
-4 | Workflow of the ticket not found | |
-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. |