Create or Update an Incident

Json Format

{
 "ServiceName": "IM_LogOrUpdateIncident",
 "objCommonParameters": {
   "_ProxyDetails": {
     "Password": "test@123",
     "ProxyID": 0,
     "ReturnType": "JSON",
     "UserName": Rajnikant.pandey@symphonysummit.com
   },
   "incidentParamsJSON": {
     "IncidentContainerJsonObj": {
       "Updater": "Executive",
       "CI_ID": "",
       "CI_Key": "",
       "CI_Value": "",
       "Ticket": {
         "IsFromWebService": true,      
         "Ticket_No": "59404",
         "Priority_Name": "GT Tenant",
         "Classification_Name": "Network",
         "Sup_Function": "Info",
         "Caller_EmailID": naveenkumar.lali20@harman.com,
         "Status": "Assigned",
         "Urgency_Name": "High",
         "Assigned_WorkGroup_Name": "Hardware",
         "Medium": "Application",
         "Impact_Name": "High",
         "Category_Name": "Network",
         "SLA_Name": "24/7",
         "OpenCategory_Name": "Network",
         "Source": "",
         "Assigned_Engineer_Email": prashanth.puthumanathody@symphonysummit.com,
         "Description": "Logging a ticket as an Analyst",
         "PageName": "TicketDetail",
         "Mail_CC_EmailID":1233@abc.com,ody@abc.com,ar@abc.com,001@abc.com
        },
       "TicketInformation": {
         "Information": "Logging a ticket as an Analyst",
         "InternalLog": "",
         "UserLog": ""
       },
       "CustomFields": [      
       ]
     }
   },
   "RequestType": "RemoteCall"
 }

String Format

{
  "ServiceName":"IM_LogOrUpdateIncident",
  "objCommonParameters":{
     "_ProxyDetails":{
        "AuthType":"APIKEY",
        "APIKey":"XXXXXXXXXXXXXXXXXX",
        "ProxyID":0,
        "ReturnType":"JSON",
        "OrgID":1
     },
     "incidentParamsJSON":{
        "IncidentContainerJson":"{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"IsFromWebService\":true,\"Priority_Name\":\"Priority 3\",\"Classification_Name\":\"Network Clfn\",\"Sup_Function\":\"Info\",\"Caller_EmailID\":\\john@xyz.com\\,\"Status\":\"New\",\"Urgency_Name\":\"High\",\"Assigned_WorkGroup_Name\":\"AVM\",\"Medium\":\"Web\",\"Impact_Name\":\"Medium\",\"Category_Name\":\"IT\",\"OpenCategory_Name\":\"IT\",\"Source\":\"Person\",\"Description\":\"Logging a ticket as an Analyst\",\"PageName\":\"TicketDetail\"},\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},\"CustomFields\":[]}"
},
     "RequestType":"RemoteCall"
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is New for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
Assigned_WorkGroup_Name	STRING	Workgroup defines a group of members in an Instance or a unit of an organization. If an Updater is Executive, then Assigned_Workgroup (work group ID) becomes a mandatory field.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
InternalLog	STRING	Private log is internallog to the resolver group.	FALSE
UserLog	STRING	User communication to notify the ticket updates to the Requestor.	FALSE
CustomFields	STRING	To capture the custom attributes values. Example, "CustomFields":[ {"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"} ]	FALSE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
   "Errors": "",
   "Input": null,
   "Message": "New ticket has been logged successfully",
   "OrgID": 0,
   "Output": null,
   "OutputID": 0,
   "OutputObject": null,
   "TokenID": null,
   "Priority": "P3",
   "ResolutionDeadLine": "Sep 11 2020 10:21AM",
   "SLA": "IT 24/7",
   "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
   "TicketID_Internal": 59404,
   "TicketNo": 93491
}

Response Field	Description
Errors	This field have the values, if there are any error in the API.
Message	This field have the values, if the API response is success.
Priority	It is Priority of the Incident.
ResolutionDeadLine	It is either the Log time or RCA deadline of the Incident.
SLA	It is SLA of the Incident.
TicketID_Encrypted	This value helps to navigate to the particular Incident.
TicketID_Internal	This is a Internal reference number.
TicketNo	Incident number.

Json Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "Incident",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Assigned",
                    "Urgency_Name": "",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "IT / Adobe / Acrobat Pro DC",
                    "SLA_Name": "",
                    "OpenCategory_Name": "IT / Adobe / Acrobat Pro DC",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
                    "ScheduledDate": "2025-10-08",
                    "CallerLocationName": "India",
                    "Assigned_Engineer_Email_Secondary":""
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Assigning a ticket as an Analyst",
                    "InternalLog": "InternalLog",
                    "UserLog": ""
               },
                "CustomFields": []
  "PartnerIncidentDetail":{
                    "Partner_Name":"HP",
                    "Location":"India",
                    "Partner_CI_Name":"",
                    "Partner_ServiceName":"",
                    "Impact": "10+ users",
                    "Urgency":"Medium",
                    "Priority":"P1",
                    "PTicket_Status":"Assigned",
                    "PTicket_ID":"40",
                    "IncidentStartDate":"2025-10-12",
                    "DeadLine":"2025-10-15",
                    "IncidentEndDate":"2025-10-15",
                    "SLAReason":"Yes",
                    "SLA":"",
                    "PTicket_Solution":"testing solution........."
                }
"OnChangeValidationFields":{
                    "WorkgroupChangeReason":"testing Ticket......",
                    "UrgencyChangeReason":"modified Urgency for testing.",
"ImpactChangeReason":"",
"PriorityChangeReason":""
"DiagnosticDtls": [
                    {
                        "Activity": "testing from API",
                        "Result": "result test fro API..."
                    }
                ],
            }
        },
        "RequestType": "RemoteCall"
    }
}

String Format

{
   "ServiceName":"IM_LogOrUpdateIncident",
   "objCommonParameters":{
      "_ProxyDetails":{
         "AuthType":"APIKEY",
         "APIKey":"XXXXXXXXXXXXXX",
         "ProxyID":0,
         "ReturnType":"JSON",
         "OrgID":1
      },
      "incidentParamsJSON":{
         "IncidentContainerJson":"{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",\"IsFromWebService\":true,\"Sup_Function\":\"Info\",\"Caller_EmailID\":\"john@xyz.com\",\"Status\":\"Assigned\",\"Medium\":\"Web\",\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"Source\":\"Person\",\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",\"PageName\":\"TicketDetail\"},\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},\"CustomFields\":[]}",
         "RequestType":"RemoteCall"
      }
   }

Request Parameters

Parameter Name	Type	Description	Mandatory
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is Assigned for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
Assigned_WorkGroup_Name	STRING	Workgroup defines a group of members in an Instance or a unit of an organization. If an Updater is Executive, then Assigned_Workgroup (work group ID) becomes a mandatory field.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	it is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
InternalLog	STRING	Private log is internallog to the resolver group.	FALSE
UserLog	STRING	User communication to notify the ticket updates to the Requestor.	FALSE
CustomFields	STRING	To capture the custom attributes values. Example, "CustomFields":[ {"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"} ]	FALSE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Response Field	Description
Error	This field have the values, if there are any error in the API.
Message	This field have the values, if the API response is success.
Priority	It is Priority of the Incident.
ResolutionDeadLine	It is Resolution Deadline of the Incident.
SLA	It is SLA of the Incident.
TicketID_Encrypted	This value helps to navigate to the particular Incident.
TicketID_Internal	This is a Internal reference number.
TicketNo	Incident number.

Json Format


                  {
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "Incident",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Pending",
                    "Assigned_Engineer_Email":"peter@xyz.com",
                    "Urgency_Name": "",
                    "PendingReason": "Information required",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "IT / Adobe / Acrobat Pro DC",
                    "SLA_Name": "",
                    "OpenCategory_Name": "IT / Adobe / Acrobat Pro DC",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
                    "ScheduledDate": "2025-10-08",
                    "CallerLocationName": "India",
                    "Assigned_Engineer_Email_Secondary":""
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Work Started by an Analyst",
                    "InternalLog": "InternalLog",
                    "UserLog": ""
                 },
                "CustomFields": []
  "PartnerIncidentDetail":{
                    "Partner_Name":"HP",
                    "Location":"India",
                    "Partner_CI_Name":"",
                    "Partner_ServiceName":"",
                    "Impact": "10+ users",
                    "Urgency":"Medium",
                    "Priority":"P1",
                    "PTicket_Status":"Assigned",
                    "PTicket_ID":"40",
                    "IncidentStartDate":"2025-10-12",
                    "DeadLine":"2025-10-15",
                    "IncidentEndDate":"2025-10-15",
                    "SLAReason":"Yes",
                    "SLA":"",
                    "PTicket_Solution":"testing solution........."
                }
"OnChangeValidationFields":{
                    "WorkgroupChangeReason":"testing Ticket......",
                    "UrgencyChangeReason":"modified Urgency for testing.",
"ImpactChangeReason":"",
"PriorityChangeReason":""
 "DiagnosticDtls": [
                    {
                        "Activity": "testing from API",
                        "Result": "result test fro API..."
                    }
                ],
            }
        },
        "RequestType": "RemoteCall"
    }
}

String Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJson": "{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",
\"IsFromWebService\":true,\"Sup_Function\":\"Info\",\"Caller_EmailID\":\"john@xyz.com\",
\"Status\":\"Pending\",
\"Assigned_Engineer_Email\":\"peter@xyz.com\",\"Medium\":\"Web\",\"PendingReason\":\"Information required\",
\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"Source\":\"Person\",
\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",\"PageName\":\"TicketDetail\"},
\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",
\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},\"CustomFields\":[]}",
                "RequestType": "RemoteCall"
            }
        }

Request Parameters

Parameter Name	Mandatory	Description	Type
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is Pending for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
PendingReason	STRING	Pending Reason of an Incident.	TRUE
Assigned_Engineer_Email	STRING	E-mail ID of the Assigned Engineer.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
InternalLog	STRING	Private log is internallog to the resolver group.	FALSE
UserLog	STRING	User communication to notify the ticket updates to the Requestor.	FALSE
CustomFields	STRING	To capture the custom attributes values. Example, "CustomFields":[ {"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"} ]	FALSE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Response Field	Description
Error	This field have the values, if there are any error in the API.
Message	This field has values, if the API response is success.
Priority	It is Priority of the Incident.
ResolutionDeadLine	It is Resolution Deadline of the Incident.
SLA	Service Level Agreement of the Incident.
TicketID_Encrypted	This value helps to navigate to the particular Incident.
TicketID_Internal	This is a Internal reference number.
TicketNo	Incident number.

Json Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "Incident",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Pending",
                    "Assigned_Engineer_Email":"peter@xyz.com",
                    "Urgency_Name": "",
                    "PendingReason": "Information required",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "IT / Adobe / Acrobat Pro DC",
                    "SLA_Name": "",
                    "OpenCategory_Name": "IT / Adobe / Acrobat Pro DC",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
                    "ScheduledDate": "2025-10-08",
                    "CallerLocationName": "India",
                    "Assigned_Engineer_Email_Secondary":""
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Work Started by an Analyst",
                    "InternalLog": "InternalLog",
                    "UserLog": ""
                 },
                "CustomFields": []
  "PartnerIncidentDetail":{
                    "Partner_Name":"HP",
                    "Location":"India",
                    "Partner_CI_Name":"",
                    "Partner_ServiceName":"",
                    "Impact": "10+ users",
                    "Urgency":"Medium",
                    "Priority":"P1",
                    "PTicket_Status":"Assigned",
                    "PTicket_ID":"40",
                    "IncidentStartDate":"2025-10-12",
                    "DeadLine":"2025-10-15",
                    "IncidentEndDate":"2025-10-15",
                    "SLAReason":"Yes",
                    "SLA":"",
                    "PTicket_Solution":"testing solution........."
                }
"OnChangeValidationFields":{
                    "WorkgroupChangeReason":"testing Ticket......",
                    "UrgencyChangeReason":"modified Urgency for testing.",
"ImpactChangeReason":"",
"PriorityChangeReason":""
"DiagnosticDtls": [
                    {
                        "Activity": "testing from API",
                        "Result": "result test fro API..."
                    }
                ],

            }
        },
        "RequestType": "RemoteCall"
    }
}

String Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJson": "{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",
\"IsFromWebService\":true,\"Sup_Function\":\"Info\",\"Caller_EmailID\":\"john@xyz.com\",
\"Status\":\"Pending\",
\"Assigned_Engineer_Email\":\"peter@xyz.com\",\"Medium\":\"Web\",\"PendingReason\":\"Information required\",
\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"Source\":\"Person\",
\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",\"PageName\":\"TicketDetail\"},
\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",
\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},\"CustomFields\":[]}",
                "RequestType": "RemoteCall"
            }
        }

Request Parameters

Parameter Name	Mandatory	Description	Type
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is Pending for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
PendingReason	STRING	Pending Reason of an Incident.	TRUE
Assigned_Engineer_Email	STRING	E-mail ID of the Assigned Engineer.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
InternalLog	STRING	Private log is internallog to the resolver group.	FALSE
UserLog	STRING	User communication to notify the ticket updates to the Requestor.	FALSE
CustomFields	STRING	To capture the custom attributes values. Example, "CustomFields":[ {"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"} ]	FALSE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Response Field	Description
Error	This field have the values, if there are any error in the API.
Message	This field has values, if the API response is success.
Priority	It is Priority of the Incident.
ResolutionDeadLine	It is Resolution Deadline of the Incident.
SLA	Service Level Agreement of the Incident.
TicketID_Encrypted	This value helps to navigate to the particular Incident.
TicketID_Internal	This is a Internal reference number.
TicketNo	Incident number.

Json Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Resolved",
                    "Assigned_Engineer_Email":"peter@xyz.com",
                    "Urgency_Name": "",
                    "ResolutionCodeName": "Success",
                    "Closure_Code_Name": "Successful",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "",
                    "SLA_Name": "",
                    "OpenCategory_Name": "",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Work Started by an Analyst",
                    "InternalLog": "InternalLog",
                    "UserLog": "",
                    "Solution": "Solution"
              },
                "CustomFields": []
            }
        },
        "RequestType": "RemoteCall"
    }
 }

String Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJson": "{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",
\"IsFromWebService\":true,\"Sup_Function\":\"Info\",
\"Caller_EmailID\":\"john@xyz.com\",\"Status\":\"Resolved\",\"ResolutionCodeName\":\"Success\",
\"Closure_Code_Name\":\"Successful\",\"Assigned_Engineer_Email\":\"peter@xyz.com\",\"Medium\":\"Web\",
\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"Source\":\"Person\",
\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",\"PageName\":\"TicketDetail\"},
\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",
\"InternalLog\":\"InternalLog\",\"UserLog\":\"\",\"Solution\":\"Solution\"},\"CustomFields\":[]}",
            "RequestType": "RemoteCall"
        }
    }

Request Parameters

Parameter Name	Type	Description	Mandatory
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is Resolved for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
Assigned_Engineer_Email	STRING	E-mail ID of the Assigned Engineer.	TRUE
Closure_Code_Name	STRING	Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure.	TRUE
ResolutionCodeName	STRING	Resolution Code is the status code used by Analysts to resolve an Incident. It is applicable only for the manual closure.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
InternalLog	STRING	Private log is internallog to the resolver group.	FALSE
UserLog	STRING	User communication to notify the ticket updates to the Requestor.	FALSE
CustomFields	STRING	To capture the custom attributes values. Example, "CustomFields":[ {"GroupName":"Monitor Tool","Name":"Event ID","Value":"12345"} ]	FALSE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE
Solution	STRING	Solution of the Incident.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Json Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Closed",
                    "Assigned_Engineer_Email":"peter@xyz.com",
                    "Urgency_Name": "",
                    "Closure_Code_Name": "Successful",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "",
                    "SLA_Name": "",
                    "OpenCategory_Name": "",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Work Started by an Analyst",
                    "InternalLog": "InternalLog",
                    "UserLog": ""
                },
                "CustomFields": []
            }
        },
"RequestType": "RemoteCall"
    }
}

String Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJson": "{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",
\"IsFromWebService\":true,\"Sup_Function\":\"Info\",
\"Caller_EmailID\":\"john@xyz.com\",\"Status\":\"Closed\",\"Assigned_Engineer_Email\":\"peter@xyz.com\",
\"Medium\":\"Web\",\"Closure_Code_Name\":\"Successful\",
\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"Source\":\"Person\",
\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",\"PageName\":\"TicketDetail\"},
\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",
\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},\"CustomFields\":[]}",
            "RequestType": "RemoteCall"
        }
    }

Request Parameters

Parameter Name	Type	Description	Mandatory
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	STRING	E-mail ID of the Caller who is logs an Incident.	TRUE
Status	STRING	Status of an Incident. The value of the Status is Closed for this Request.	TRUE
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
Assigned_Engineer_Email	STRING	E-mail ID of the Assigned Engineer.	TRUE
Closure_Code_Name	STRING	Closure Code is the status code used by Analysts to resolve an Incident. It is applicable only for the auto closure.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Json Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJsonObj": {
                "Updater": "Executive",
                "CI_ID": "",
                "CI_Key": "hostname",
                "CI_Value": "",
                "Ticket": {
                    "Ticket_No": "93491",
                    "IsFromWebService": true,
                    "Priority_Name": "",
                    "Classification_Name": "",
                    "Sup_Function": "Info",
                    "Caller_EmailID": "john@xyz.com",
                    "Status": "Cancelled",
                    "Assigned_Engineer_Email":"peter@xyz.com",
                    "Urgency_Name": "",
                    "Assigned_WorkGroup_Name": "AVM",
                    "Medium": "Web",
                    "Impact_Name": "",
                    "Category_Name": "",
                    "SLA_Name": "",
                    "OpenCategory_Name": "",
                    "Source":"Person",
                    "Description": "Logging a ticket as an Analyst",
                    "PageName": "TicketDetail",
"Mail_CC_EmailID":asscbc@abc.com,xxcx@sssc.com,N11@abc.com,MMM2@abc.com                 },
                "TicketInformation": {
                    "Information": "Work Started by an Analyst",
					"CancelRemarks": "closing after communication",
                    "InternalLog": "InternalLog",
                    "UserLog": ""
              },
                "CustomFields": []
            }
        },
        "RequestType": "RemoteCall"
    }
}

String Format

{
    "ServiceName": "IM_LogOrUpdateIncident",
    "objCommonParameters": {
        "_ProxyDetails": {
            "AuthType": "APIKEY",
            "APIKey": "XXXXXXXXXXX",
            "ProxyID": 0,
            "ReturnType": "JSON",
            "OrgID": 1
        },
        "incidentParamsJSON": {
            "IncidentContainerJson": "{\"Updater\":\"Executive\",\"CI_ID\":\"\",\"CI_Key\":\"hostname\",\"CI_Value\":\"\",\"Ticket\":{\"Ticket_No\":\"87808\",
\"IsFromWebService\":true,\"Sup_Function\":\"Info\",
\"Caller_EmailID\":\"john@xyz.com\",\"Status\":\"Cancelled\",\"Assigned_Engineer_Email\":\"peter@xyz.com\",
\"Medium\":\"Web\",\"Assigned_WorkGroup_Name\":\"IT Service 1\",\"CancelRemarks\":\"closing after communication\",\"Source\":\"Person\",\"Description\":\"TestDescasdfsadfsadfsadfsadfsadfasdf\",
\"PageName\":\"TicketDetail\"},\"TicketInformation\":{\"Information\":\"Logging a ticket as an Analyst\",\"InternalLog\":\"InternalLog\",\"UserLog\":\"\"},
\"CustomFields\":[]}",
            "RequestType": "RemoteCall"
        }
    }

Request Parameters

Parameter Name	Mandatory	Description	Type
Updater	STRING	Name of the Updater. You can specify the value as follows: Executive if the Updater is an Analyst Caller if the Updater is an End User	TRUE
CI_ID	STRING	To pass CI Internal ID, you can pass multiple value by comma separated. It is required to link the CI to the Incident.	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Key	STRING	Possible values are Host Name, Serial Number, IP Address or CI ID. It is required to link the CI to the Incident. Example, "CI_Key": "hostname"	FALSE If CI is already linked to the Incident, then it is Mandatory.
CI Value	STRING	Based on the CI Key, the actual value to be passed. Example, "CI_Value": "BLR1234"	FALSE If the CI Key has a value, then it is Mandatory.
Ticket_No	STRING	The logged Incident number to Assign.	TRUE
IsFromWebService	BOOLEAN	Is the Request from Web Service? By default, the value is true.	TRUE
Priority_Name	STRING	Name of the Priority. It defines the precedence in which an Incident to be addressed. For example: High or Medium or Low P1 or P2 or P3	FALSE
Classification_Name	STRING	Name of the Classification. It is the nature of Incidents raised by Analysts or End Users.	FALSE
SLA_Name	STRING	Name of the SLA. It defines the Service timings used to calculate the Response and Resolution SLAs. For Example: 247*	FALSE
Sup_Function	STRING	Name of the Instance code. It defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
Caller_EmailID	TRUE	E-mail ID of the Caller who is logs an Incident.	STRING
Status	TRUE	Status of an Incident. The value of the Status is Cancelled for this Request.	STRING
Urgency_Name	STRING	Urgency defines the degree of importance of an Incident. For Example: High or Medium or Low.	FALSE
Assigned_Engineer_Email	STRING	E-mail ID of the Assigned Engineer.	FALSE
CancelRemarks	STRING	Additional information about the closure of an Incident. It is applicable only for the manual closure.	TRUE
Medium	STRING	Name of the Medium through which you want to log an Incident. By default, the value is Web.	TRUE
Impact_Name	STRING	Impact defines the effect of an Incident on users . For Example: High or Medium or Low.	FALSE
Category_Name	STRING	A Category is a group, representing the type of an Incident. Name of the Closed Category.	FALSE
OpenCategory_Name	STRING	Name of the Open Category.	FALSE
Source	STRING	Name of the Source.	TRUE
Description	STRING	Describe about the Incident. It is Description of the Incident, if the Updater is Caller. It is Symptom of the Incident, if the Updater is Executive.	TRUE
PageName	STRING	Name of the page. The values are constant and as follows: TicketDetail if the Updater is an Executive. LogTicket if the Updater is a Caller.	TRUE
Mail_CC_EmailID	STRING	In the Mail_CC_EmailID field, the user emails are separated using semicolon when multiple email Ids are added. Note: A validation message is triggered if any email id is incorrect.	FALSE
Information	STRING	Additional information about the Incident. It is Symptom of the Incident, if the Updater is Caller. Additional information about the Incident. It is Description of the Incident, if the Updater is Executive.	TRUE
RequestType	STRING	Type of the request. Be default, the value is RemoteCall.	TRUE

Sample Response

{
    "Errors": "",
    "Input": null,
    "Message": "Ticket details are updated successfully",
    "OrgID": 0,
    "Output": null,
    "OutputID": 0,
    "OutputObject": null,
    "TokenID": null,
    "Priority": null,
    "ResolutionDeadLine": null,
    "SLA": null,
    "TicketID_Encrypted": "q%2b3TSRYAyan0dizDTlLNJg%3d%3d",
    "TicketID_Internal": 93489,
    "TicketNo": 93491
}

Service Name	HTTP Method
IM_LogOrUpdateIncident	POST

Create or Update an Incident

Sample Request

Request Parameters

Status and Error Codes