---
title: "Updating Service Request"
slug: "updating-service-request"
updated: 2026-08-21T07:12:30Z
published: 2026-08-21T07:12:30Z
canonical: "help.symphonysummitai.com/updating-service-request"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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**

#### Sample Request

```json
{
    "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**

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

**In-Progress**

#### Sample Request

```json
{
  "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**

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

**Pending**

#### Sample Request

```json
{
  "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**

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

**Resolved**

#### Sample Request

```json
{
  "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**

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

**Closed**

#### Sample Request

```json
{
  "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

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

**Cancelled**

#### Sample Request

```json
{
  "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**

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