SOAP Web Service - Create a Task for a Ticket

Last modified on 2022/11/08 13:22

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 task for a ticket method of the Service Manager REST API.

EZV_CreateTask

Notes

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.
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.
group_id, group_mail, group_name string Identifier, email address and name of the group that must intervene on the task.
  • Parameters are processed in this priority order by the search algorithm.

Optional parameters

Object Type Description / Example
available_field_1…, ..., available_field_6 string Six available fields. Each customer can use them according its needs.
contact_id, contact_identification, contact_mail, contact_name string Identifier, email address and name of the contact related to the task.
  • Parameters are processed in this priority order by the search algorithm.
contractual_cost string Contractual cost of the task, being added to the hourly rate.
creation_date_ut string Creation date of the task, expressed in Universal Time (UT).
  • By default, current date (now).
description string Comment related to the task.
doneby_id, doneby_identification, doneby_mail, doneby_name string Identifier, employee number, email address, and name of the support person in charge of the task.
  • Parameters are processed in this priority order by the search algorithm.
elapsed_time string Task duration, expressed in minutes.
start_date_ut, end_date_ut string Start date and end date of the task, expressed in Universal Time (UT).
  • By default, current date (now).
time_cost string Hourly rate of the task.

Description of the actions carried out

1. A task associated with the ticket is created.

  • Status = Ended
  • Creation date = now if the creation_date_ut parameter is not specified

2. The task's duration is automatically calculated if it is not specified using the elapsed_time parameter.

==> real end date - date dealt with, with application of the schedule and holidays of the SLA

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.
-14 Incorrect group Check and correct the group_... parameters.
-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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