SOAP Web Service - Suspend a Ticket

Last modified on 2022/11/08 13:22


   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 Suspend a ticket method of the Service Manager REST API.



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.

Optional parameters

Object Type Description / Example
comment string Comment explaining the reason for the ticket suspension.

Description of the actions carried out

1. A suspend action for the ticket is created.

  • Status = Suspended

2. Timers are paused.

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 Ticket closed. It cannot be processed. Check you have select the correct ticket using the rfc_number and/or external_reference parameters.
-5 Ticket already suspended Check you have select the correct ticket using the rfc_number and/or external_reference 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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