How to Create Request Using REST API

A REST API defines a set of functions which developers can perform requests and receive responses via HTTP protocol such as GET and POST. {Product} allows third party clients to create Requests using REST API.

Prerequisite

Before using REST API, you have to create an API Client.

Creating a Request?

You can create a request using either of the two methods:

1. Using Access Token

• Go to Admin > Automation > Integrations > Rest Integration.
• Copy Client ID and Client Secret from the Integration page as shown below:

• Use the credentials (Client ID and Secret) in the third-party tool to acquire the access token. The user credentials are required, if the Access Level is selected as Specific User.
• If the Access Level is selected as Any User, any technician registered in the system can use the REST API.
• You will receive an access token from the server in the third-party tool as shown below:

• Use this access token in the API.

2. Using API Key

• Go to Admin > Automation > Integrations > API Integration.
• Copy the API Key from the API Integration page as shown below.

Now, you can create a request using the below API path.

API: http://{{server-url}}/api/v1/request

HTTP Method: POST

Header:

Key: Authorization

Value: Bearer {access_token/api_key}

Keys	Value Type	Description
subject	String	Subject of the ticket.
categoryName	String	Category Name of a Request. Set to ‘Request’ as it is default to ‘Service Request’
requesterEmail	String	Email address of the user registered for the client.
ccEmailSet	String Array	Email Address of People to whom notification is to be sent for certain events on Request
tags	String Array	These are additional identifiers attached to a ticket. Its a list that can contain n number of STRINGS.
impactName	String	Describes the effect of the Request. Possible values: Low, On User , On department, Or On Business
priorityName	String	Shows the importance of the Request. Possible values: Low, Medium, High or Urgent
urgencyName	String	Marks the request as urgent. Possible values: Low, Medium, High or Urgent
departmentName	String	Additional information about the ticket.
locationName	String	Name of the Location where Request happened. Note that Location Must Exist with same name
supportLevel	String	Describes the level of the provisioned support. Possible Values: Tier1, Tier2, Tier3 or Tier 4
spam	Boolean	Possible Values are True or False
source	String	It shows the origin of the ticket. The Source can be either Support Portal or the Technician portal. Default source for Rest API is ‘External’.
fileAttachments	Object Array	Reference File Name of attachments for a Request. For example:[ { “refFileName” : “abc”, “realName” : “xyz.pdf” } ]
statusName	String	Possible values are Open, In Progress, Pending, Resolved, Closed
linkAssetIds	Object Array	Add asset id with model name. For example :"linkAssetIds": [{"assetModel": "asset_hardware","assetId": 1}]
linkCiIds	Object Array	Add CI id with model name. For example :"linkCiIds": [{"ciId": 2, "ciModel": "cmdb"}]
customField	MAP:{key: STRING, value: OBJECT}	This key is related to custom fields. Example “customField”: {“New Dropdown”: “1”, “New Number”: 110.1,”New Text Area”: “a11”, “New Text Input”: “111”}

note

Here, User refers to the one registered with the Client.

Request

{
"requesterEmail": "a@b.com",
"ccEmailSet": [
"a@b.com"
],
"subject": "asdasd",
"impactName": "Low",
"priorityName": "Low",
"statusName": "Open",
"urgencyName": "Low",
"departmentName":"IT",
"spam":false,
"supportLevel":"tier2",
"customField": {
"New Dropdown": "1",
"New Number": 110.1,
"New Text Area": "a11",
"New Text Input": "111"
},

"name": "INC-1",
"tags": ["asdasd"],
"fileAttachments": [
        {}
    ],
    "linkCiIds": [
        {
            "ciId": 2,
            "ciModel": "cmdb"
        }
    ],
    "linkAssetIds": [
        {
            "assetId": 4,
            "assetModel": "asset_hardware"
        }
    ]
    }

Response

{
"id": 1,
"createdTime": 1584699527485,
"updatedTime": 1584699528033,
"requesterEmail": "a@b.com",
"requesterName": "utsav",
"ccEmailSet": [
"a@b.com"
],
"subject": "asdasd",
"impactName": "Low",
"priorityName": "Low",
"statusName": "Open",
"urgencyName": "Low",
"tags": [],
"customField": {},
"source": "Technician Portal",
"spam": false,
"departmentName": "IT",
"supportLevel": "tier1",
"name": "INC-1"
}

• Your Request is created on returning success. Similarly, you can perform other operations using APIs.

Request APIs

• POST Create a Request
• GET a Request
• PATCH Update a Request
• POST Upload an Attachment
• POST Search a Request