SOAP Web Service - Create a Ticket

Last modified on 2022/11/08 13:22
Contents
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 Create a ticket method of the Service Manager REST API.

EZV_CreateRequest

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.
  • Parameters are processed in this priority order by the search algorithm.
ci_id, ci_asset_tag, ci_name string CI Identifier, equipment code of the CI and CI name.
  • Parameters are processed in this priority order by the search algorithm.
department_id, department_code string Identifier and department code of the requesting person.
  • Parameters are processed in this priority order by the search algorithm.
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.
  • Parameters are processed in this priority order by the search algorithm.
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.
  • Parameters are processed in this priority order by the search algorithm.
requestor_identification, requestor_mail, requestor_name string Employee number, email address and name of the requesting perso
  • Parameters are processed in this priority order by the search algorithm.
severity_id integer Identifier of the severity level of the ticket.
submit_date string Creation date of the ticket.
  • By default, current date (now)
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.
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