Updating Service Request

You can update an existing Service Request using the following API Request with details such as Status, Impact Name, Priority Name, Internal Log, and User Log.

Service Name	HTTP Method
SR_UpdateServiceRequest	POST

Assigned

In-Progress

Pending

Resolved

Closed

Cancelled

Sample Request

{
    "ServiceName": "SR_UpdateServiceRequest",
    "objCommonParameters": {
    "_ProxyDetails": {
    "AuthType": "APIKEY",
    "APIKey": "XXXXXXXXXXXXXXXXXXXXXXXXX",
    "ProxyID": 0,
    "ReturnType": "JSON"
},
    "objSRServiceTicket": {
    "IncidentTicketID": 2854,
    "Org_ID": 1,
    "Status": "Assigned",
    "SupportFunction": "Info",
    "WorkGroupName": "IT",
    "UrgencyName": "U1",
    "ImpactName": "high",
    "PriorityName": "Priority 2",
    "SLAWindowName": "TestSLA",
    "InternalLog": "",
    "UserLog": "",
    "CustomFields": [
{
    "GroupName": "Additional Information",
    "Name": "Sample Text Name",
    "Value": "Sample Text value"
    },
    {
    "GroupName": "Additional Information",
    "Name": "Sample Date",
    "Value": "2021-12-11"
        }
            ]
        }
    }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be Assigned for this Request	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
UrgencyName	STRING	Name of the Urgency. For example, High or Medium or Low.	FALSE
ImpactName	STRING	Name of the Impact. For Example: High or Medium or Low	FALSE
PriorityName	STRING	Name of the Priority.	FALSE
SLAWindowName	STRING	Name of the SLA Window.	FALSE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}

Sample Request

{
  "ServiceName": "SR_UpdateServiceRequest",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON"
    },
    "objSRServiceTicket": {
      "IncidentTicketID": 2854,
      "Org_ID": 1,
      "Status": "In-Progress",
      "SupportFunction": "Info",
      "WorkGroupName": "IT",
      "AssignedEngineer": "john@xyz.com",
      "InternalLog": "",
      "UserLog": ""
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be In-Progress for this Request	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
AssignedEngineer	STRING	E-mail ID of the Assigned Engineer.	TRUE
UrgencyName	STRING	Name of the Urgency. For example, High or Medium or Low.	FALSE
ImpactName	STRING	Name of the Impact. For Example: High or Medium or Low	FALSE
PriorityName	STRING	Name of the Priority.	FALSE
SLAWindowName	STRING	Name of the SLA Window.	FALSE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}

Sample Request

{
  "ServiceName": "SR_UpdateServiceRequest",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON"
    },
    "objSRServiceTicket": {
      "IncidentTicketID": 2854,
      "Org_ID": 1,
      "Status": "Pending",
      "SupportFunction": "Info",
      "WorkGroupID": 0,
      "WorkGroupName": "IT",
      "AssignedEngineer": "john@xyz.com",
      "PendingReason": "Server issue",
      "InternalLog": "",
      "ResolutionCode": ""
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be Pending for this Request	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
AssignedEngineer	STRING	E-mail ID of the Assigned Engineer.	TRUE
PendingReason	STRING	Pending reason for the Service Request.	TRUE
UrgencyName	STRING	Name of the Urgency. For example, High or Medium or Low.	FALSE
ImpactName	STRING	Name of the Impact. For Example: High or Medium or Low	FALSE
PriorityName	STRING	Name of the Priority.	FALSE
SLAWindowName	STRING	Name of the SLA Window.	FALSE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}

Sample Request

{
  "ServiceName": "SR_UpdateServiceRequest",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON"
    },
    "objSRServiceTicket": {
      "IncidentTicketID": 2854,
      "Org_ID": 1,
      "Status": "Resolved",
      "SupportFunction": "Info",
      "WorkGroupID": 1,
      "WorkGroupName": "IT",
      "AssignedEngineer": "john@xyz.com",
      "Solution": "Ticket is going to resolved",
      "ResolutionCode": "1",
      "ClosureCategory": "1"
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be Resolved for this Request.	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
AssignedEngineer	STRING	E-mail ID of the Assigned Engineer.	TRUE
Solution	STRING	Specify the solution for resolving the Service Request.	TRUE
ResolutionCode	STRING	Name of the resolution code. Note: It is applicable only for the manual closure.	TRUE
ClosureCode	STRING	Name of the closure code of the SR. Note: It is applicable only for the auto closure.	TRUE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}

Sample Request

{
  "ServiceName": "SR_UpdateServiceRequest",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON"
    },
    "objSRServiceTicket": {
      "IncidentTicketID": 2854,
      "Org_ID": 1,
      "Status": "Closed",
      "SupportFunction": "Info",
      "WorkGroupID": 1,
      "WorkGroupName": "Dell",
      "AssignedEngineer": "john@xyz.com",
      "Solution": "Ticket is going to resolved",
      "ResolutionCode": "1",
      "ClosureCategory": "1",
      "ClosureCode": "1"
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be Closed for this Request.	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
AssignedEngineer	STRING	E-mail ID of the Assigned Engineer.	TRUE
Solution	STRING	Specify the solution for resolving the Service Request.	TRUE
ResolutionCode	STRING	Name of the resolution code.	FALSE
ClosureCode	STRING	Name of the closure code of the SR. Note: It is applicable only for the manual closure.	TRUE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}

Sample Request

{
  "ServiceName": "SR_UpdateServiceRequest",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON"
    },
    "objSRServiceTicket": {
      "IncidentTicketID": 2854,
      "Org_ID": 1,
      "Status": "Cancelled",
      "SupportFunction": "Info",
      "WorkGroupName": "Dell",
      "AssignedEngineer": "john@xyz.com",
      "CancellationRemarks": "Ticket is going to cancelled"      
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
IncidentTicketID	STRING	The logged Service Request number.	TRUE
Org_ID	STRING	Unique Identification number of an Organization.	TRUE
Status	STRING	Status of the Service Request. The value of the Status should be Closed for this Request.	TRUE
Sup_Function	STRING	Name of the Instance. For Example: Info	TRUE
WorkGroupName	STRING	Name of the assigned Work Group.	TRUE
AssignedEngineer	STRING	E-mail ID of the Assigned Engineer.	FALSE
CancellationRemarks	STRING	Specify the cancellation remarks for cancelling the Service Request.	TRUE
InternalLog	STRING	Type in the SR information that you want to share with other members of your team or the members of other related Workgroups.	FALSE
UserLog	STRING	Type in the SR information that you want to share with the End User through an E-mail.	FALSE

Sample Response

{
    "Errors": null,
    "Message": null,
    "OrgID": 0,
    "Output": "Successfully saved the service request details.",
    "OutputObject": null,
    "TokenID": null
}