Symantec Connect - ServiceDesk - API

ServiceDesk Version:	8.5

Incident

Allows the creation, modification and resolution of Incidents in ServiceDesk. The Incident Management module must be installed in ServiceDesk in order to use this service.

API Description

POST api/incident Creates a new incident in ServiceDesk using the information provided

PUT api/incident/ Can be used to modify certain fields on an existing incident, including title, description, impact/urgency and classification information. The state of the incident workflow will not be affected

PATCH api/incident/ Resolves an existing incident that is in the work/resolve state using the closeCode and resolution values provided as part of the inbound Incident object. These two fields are required. All others are ignored.

GET api/incident/ Returns the incident identified by the session id, regardless of the incident's state.

	API	Description
POST	api/incident	Creates a new incident in ServiceDesk using the information provided
PUT	api/incident/	Can be used to modify certain fields on an existing incident, including title, description, impact/urgency and classification information. The state of the incident workflow will not be affected
PATCH	api/incident/	Resolves an existing incident that is in the work/resolve state using the closeCode and resolution values provided as part of the inbound Incident object. These two fields are required. All others are ignored.
GET	api/incident/	Returns the incident identified by the session id, regardless of the incident's state.

POST

Creates a new incident in ServiceDesk using the information provided

POST api/incident

Request Information

URI Parameters

None

Body Parameters

Incident

Name	Description	Type	Additional information
SessionId	This is the unique identifier for an incident and can be used to query the API for updates on an existing incident.	globally unique identifier	None.
ProcessId	A more user-friendly identifier, like a "ticket number" for the incident.	string	None.
IncidentName	The title or name given to the incident when it is created	string	None.
IncidentDescription	Details of the incident submitted at the time of creation	string	None.
IncidentType	Incidents can be categorized into broad types such as "Break/Fix" or "How To". Acceptable incident types are configured within the ServiceDesk instance (in the ServiceDeskSettings application profile).	string	None.
AffectedUserEmail	The primary email address of the known ServiceDesk user who is affected by this incident. Incidents, according to ITIL, always affect a specific user. An "issue" affecting more than one user is called a Problem. So AffectedUserEmail is required.	string	None.
Classification	The classification is a hierarchical value where each node is separated by '.'. Like IncidentType, acceptable classification values are configured in the ServiceDesk instance, in this case, under Admin > Data > Hierarchy Data Service. The classification zeroes in on an area of expertise or responsibility within an IT organization. An example is "Hardware.Desktop.Disk".	string	None.
Impact	One of the components that is used (according to ITIL) to determine priority. The impact of an incident is breadth of the incident's effects across an organization. This can be asserted by the user submitting the incident but it is often modified by the technician who works it.	string	None.
Urgency	One of the components that is used to determine priority. The urgency of an incident describes to what degree the affected user's work is impeded. This can be asserted by the submitting user but it is often modified by the technician who works it. Acceptable values are set within the ServiceDesk instance.	string	None.
Priority	An incident's priority can be set directly, but most often it is derived from the combination of impact and urgency. Incident priority values are defined in the ServiceDeskSettings application profile in the ServiceDesk instance (along with Impact and Urgency values). The matrix that determines priority as a function of impact and urgency can be edited under the Incident Management process automation dashboard. Acceptable values are set within the ServiceDesk instance.	string	None.
AffectedLocationId	An incident can optionally be linked to a Location within the CMDB.	globally unique identifier	None.
AffectedDepartmentId	An incident can optionally be linked to a Department within the CMDB	globally unique identifier	None.
Status	This value is read-only. This is the current status of the incident workflow.	string	None.
Resolution	Must be provided when resolving an incident. This is free-text that should describe how/why the incident was resolved. According to ITIL "resolution" means that the affected user's ability to perform his or her work is restored.	string	None.
CloseCode	Must be provided when resolving an incident. This a quick indicator of how/why an incident was closed. Acceptable values are defined within the ServiceDesk instance.	string	None.

Request Formats

application/json, text/json

{
  "sessionId": "6b8f3da6-ed34-4e73-87b2-d31ff2c65e8d",
  "processId": "sample string 2",
  "incidentName": "sample string 3",
  "incidentDescription": "sample string 4",
  "incidentType": "sample string 5",
  "affectedUserEmail": "sample string 6",
  "classification": "sample string 7",
  "impact": "sample string 8",
  "urgency": "sample string 9",
  "priority": "sample string 10",
  "affectedLocationId": "1419220b-67cd-4a75-a3a3-54c6e1e90f3f",
  "affectedDepartmentId": "3e7e3c20-a18c-4b10-ab57-00f6b28ad300",
  "status": "sample string 13",
  "resolution": "sample string 14",
  "closeCode": "sample string 15"
}

Response Formats

PUT

Can be used to modify certain fields on an existing incident, including title, description, impact/urgency and classification information. The state of the incident workflow will not be affected

PUT api/incident/{incidentSessionId}

Request Information

URI Parameters

Name	Description	Type	Additional information
incidentSessionId		globally unique identifier	Required

Body Parameters

As above

Request Formats

As above

Response Formats

PATCH

Resolves an existing incident that is in the work/resolve state using the closeCode and resolution values provided as part of the inbound Incident object. These two fields are required. All others are ignored.

PATCH api/incident/{incidentSessionId}

Request Information

URI Parameters

Name	Description	Type	Additional information
incidentSessionId		globally unique identifier	Required

Body Parameters

Name	Description	Type	Additional information
Resolution	Must be provided when resolving an incident. This is free-text that should describe how/why the incident was resolved. According to ITIL "resolution" means that the affected user's ability to perform his or her work is restored.	string	None.
CloseCode	Must be provided when resolving an incident. This a quick indicator of how/why an incident was closed. Acceptable values are defined within the ServiceDesk instance.	string	None.

Request Formats

application/json, text/json

{
  "resolution": "sample string 14",
  "closeCode": "sample string 15"
}

Response Formats

GET

Returns the incident identified by the session id, regardless of the incident's state.

GET api/incident/{incidentSessionId}

Request Information

URI Parameters

Name	Description	Type	Additional information
incidentSessionId		globally unique identifier	Required

Body Parameters

None.

Response Formats

Incident