Update incident

URL

POST https://{api-url}/api/v2/tenants/{tenantId}/incidents/{incidentId}

Sample URLs

https://{api-url}/api/v2/tenants/client_7/incidents/INC0000001114

Parameters

All parameters are optional:

Field	Data Type	Description
resources	String	Resources on which incident is created.
priority	String	Ticket priority. Supported Values: Low, Normal, High, Urgent, and Very High
status	String	Status of an incident. Follow the steps to update status: Use the get incident to check status flow transitions of an incident. The status flows are defined in the field allowedStatus. Example: "name": Open" Option to provide reasons to change the status is enabled. "reasonsEnabled" : "true" indicates, reason is mandatory while changing the status."reasonsEnabled" : "false" indicates reason is optional. If status change reasons are defined, use the get status change reasons to retrieve the list of reasons. Provide the reasons configured in status "Update".
reason	String	Reason to edit the fields.
cc	String	Cc email.
suspendEndDate	String	On Hold date. This field is mandatory only if the option Make On Hold date as mandatory when status moves to On Hold is enabled in service d esk settings.
assignedUser	String	User to whom the ticket is assigned.
assigneeGroup	String	User group to which the ticket is assigned.
requester	String	User who initiates the incident.
notes	String	Information related to the ticket.
problem/changeRequest	String	Attach either a problem or a incident that is related to the incident.
dueDate	String	Due date to resolve the incident.
extTicketId	String	Attach third-party ticket ID.
toEmail	String	Email address of the user for sending notifications.
customFields	String	User-defined fields. Use the get incident custom fields API to retrieve the list of custom fields for an incident.
parentId	String	To attach an incident, provide the parent incident id.
category	Integer	Category of the incident. Use the get categories to retrieve the list of categories.
subCategory	Integer	Sub-category of the incident. Use the get categories to retrieve the list of sub-categories.
businessImpact	Integer	The effect an incident has on a business. See Get Business Impacts to retrieve the list of business impacts.
urgency	Integer	Urgency is defined as how soon the incident should be resolved. See get urgencies to view the list of urgencies under a client.
response	String	Relevant information of the ticket can be included in response. Example: file attachments, external ID, tags
attachedRequests	String	Attach service requests to an Incident. Use search service requests API to fetch list of service requests in a client.
knowledgeArticleIds	Integer	Attach knowledge base articles related to an incident for further reference. To fetch a knowledge base article ID: Log into OpsRamp. Click Knowledge Base. Select the required article and then copy the article ID. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 24, 15

Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Sample request

{
	"subject": "Window servers down in West-SJ",
	"status": "On Hold",
	"reason": "On hold Reason",
	"priority": "Low",
	"parentId": "INC0000001145",
	"dueDate": "2016-03-28T06:43:00+0000",
	"cc": "network.admins@myorganization.com, tech.admins@myorganization.com",
	"toEmail": "sam.rivers@myorganization.com,john.blake@myorganization.com",
	"ticketArisedTime": "2016-02-26T06:43:00+0000",
	"changeRequest": {
		"id": "CHG0000001028"
	},
	"problem": {
		"id": "PRB0000001105"
	},
	"category": {
		"id": "12"
	},
	"subCategory": {
		"id": "13"
	},
	"requester": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"assigneeGroup": {
		"name": "API-Lab-Group-1"
	},
	"businessImpact": {
		"id": "10"
	},
	"urgency": {
		"id": "25"
	},
	"resources": [{
		"id": "481af404-33a6-4d61-af77-c483ca6641fa"
	}, {
		"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
	}, {
		"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
	}],
	"customFields": [{
			"id": "UDF0000003790",
			"name": "drop_down_api_lab_3790",
			"value": "2"
		},
		{
			"id": "UDF0000003791",
			"name": "text_api_lab_3791",
			"value": "request custom field - text"
		}, {
			"id": "UDF0000003810",
			"name": "numeric_3810",
			"value": "10"
		},
		{
			"id": "UDF0000003792",
			"name": "multi_line_text_api_lab_3792",
			"value": "Third party ticket"
		},
		{
			"id": "UDF0000003794",
			"name": "checkbox_api_lab_3794",
			"value": "1"
		},
		{
			"id": "UDF0000003795",
			"name": "date_ap_lab_3795",
			"value": "2016-02-26T00:00:00+0000"
		},
		{
			"id": "UDF0000003796",
			"name": "datetime_api_lab_3796",
			"value": "2016-02-26T12:13:00+0000"
		}
	],
	"response": {
		"description": "Adding Attachments to Incident",
		"internal": "false",
		"creator": {
			"id": "USR0000002146",
			"loginName": "John.Smith"
		},
		"tags": "Server, Incident",
		"attachments": [{
				"name": "server incidents.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			},
			{
				"name": "windows incidents.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			}
		],
		"extTicketResponseId": "12345"
	},
	"attachedRequests": [{
			"id": "SRQ0000001388"
		},
		{
			"id": "SRQ0000001391"
		},
		{
			"id": "SRQ0000001394"
		},
		{
			"id": "SRQ0000001397"
		}
	],
	"knowledgeArticleIds": [
		14, 22
	]
}

Sample response

{
	"id": "INC0000001114",
	"subject": "Window servers down in West-SJ",
	"description": "Unable to upgrade to latest Windows version",
	"status": "On Hold",
	"oldStatus": "New",
	"priority": "Low",
	"oldPriority": "Low",
	"requester": {
		"id": "USR0000002146",
		"loginName": "James.Hudson",
		"lastName": "Hudson",
		"firstName": "James",
		"email": "james.hudson@myorganization.com"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "John.Smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@myorganization.com"
	},
	"assigneeGroup": {
		"id": 17,
		"name": "Network Administrators",
		"userCount": 2
	},
	"resources": [{
			"id": "481af404-33a6-4d61-af77-c483ca6641fa",
			"name": "VTHLPT1000",
			"type": "DEVICE"
		},
		{
			"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
			"name": "VTH-SERVICES",
			"type": "SERVICE"
		},
		{
			"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
			"name": "VTH-ADMIN-DEVS",
			"type": "DEVICE_GROUP"
		}
	],
	"extTicketId": "000042526342",
	"customFields": [{
			"id": "UDF0000003808",
			"classCode": "INCIDENT",
			"displayLabel": "text field",
			"name": "text_field_3808",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "all partners",
			"value": "available",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003810",
			"classCode": "INCIDENT",
			"displayLabel": "numeric",
			"name": "numeric_3810",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "testing numeric",
			"value": "120",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003790",
			"classCode": "INCIDENT",
			"displayLabel": "drop-down-api-lab",
			"name": "drop_down_api_lab_3790",
			"fieldType": "TYPE_DROPDOWN",
			"mandatory": false,
			"editable": true,
			"description": "Test case",
			"options": [{
					"label": "first",
					"value": "1"
				},
				{
					"label": "second",
					"value": "2"
				}
			],
			"value": "1",
			"defaultValue": "",
			"selectedOption": {
				"label": "first",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003792",
			"classCode": "INCIDENT",
			"displayLabel": "multi line text-api-lab",
			"name": "multi_line_text_api_lab_3792",
			"fieldType": "TYPE_TEXTAREA",
			"mandatory": false,
			"editable": true,
			"description": "test case for multi line text",
			"value": "text",
			"defaultValue": "multi \nline \ntext"
		},
		{
			"id": "UDF0000003794",
			"classCode": "INCIDENT",
			"displayLabel": "checkbox-api-lab",
			"name": "checkbox_api_lab_3794",
			"fieldType": "TYPE_CHECKBOX",
			"mandatory": false,
			"editable": true,
			"description": "test case for check box",
			"options": [{
				"label": "yes",
				"value": "1"
			}],
			"value": "1",
			"defaultValue": "0",
			"selectedOption": {
				"label": "yes",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003795",
			"classCode": "INCIDENT",
			"displayLabel": "Date-ap-lab",
			"name": "date_ap_lab_3795",
			"fieldType": "TYPE_DATE",
			"mandatory": false,
			"editable": true,
			"description": "test case for date field",
			"value": "2016-02-26T00:00:00+0000",
			"defaultValue": "2016-02-26T00:00:00+0000"
		},
		{
			"id": "UDF0000003796",
			"classCode": "INCIDENT",
			"displayLabel": "dateTime-api-lab",
			"name": "datetime_api_lab_3796",
			"fieldType": "TYPE_DATETIME",
			"mandatory": false,
			"editable": true,
			"description": "test case for Date and time",
			"value": "2016-02-26T12:13:00+0000",
			"defaultValue": "2016-02-26T12:13:00+0000"
		}
	],
	"dueDate": "2016-03-28T12:13:00+0000",
	"cc": "network.admins@myorganization.com, tech.admins@myorganization.com",
	"ticketArisedTime": "2016-02-26T12:13:00+0000",
	"createdUser": {
		"id": "USR0000002095",
		"loginName": "John.Smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@myorganization.com"
	},
	"reason": "On Hold Reason",
	"alertIds": [],
	"toEmail": "sam.rivers@myorganzation.com,john.blake@myorganization.com",
	"createdDate": "2016-03-29T12:20:15+0000",
	"serviceRestoreDate": "2016-03-28T12:13:00+0000",
	"allowedStatus": [{
			"id": "1",
			"name": "New",
			"reasonsEnabled": false,
			"reasonsDefined": false
		},
		{
			"id": "3",
			"name": "Pending",
			"reasonsEnabled": true,
			"reasonsDefined": false
		},
		{
			"id": "5",
			"name": "Closed",
			"reasonsEnabled": true,
			"reasonsDefined": false
		}
	],
	"client": {
		"id": 7,
		"uniqueId": "client_7",
		"name": "API Lab",
		"activated": true,
		"updatedTime": "",
		"createdTime": "2012-10-09T11:49:34+0000"
	},
	"updatedDate": "2016-03-29T12:42:50+0000",
	"priorityUpdatedBy": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1",
		"lastName": "API-Lab",
		"firstName": "FSSL",
		"email": "fssl.lab@myorganization.com"
	},
	"priorityUpdatedDate": "2016-03-29T12:20:15+0000",
	"statusUpdatedBy": {
		"id": "USR0000002095",
		"loginName": "admin.dev",
		"lastName": "development",
		"firstName": "admins",
		"email": "admin.dev@myorganization.com"
	},
	"statusUpdatedDate": "2016-03-29T12:31:38+0000",
	"slaDetails": {
		"resolutionTime": 0,
		"responseTime": 683,
		"responseBreach": false,
		"resolutionBreach": false,
		"responseBreachDate": "",
		"resolutionBreachDate": ""
	},
	"source": "INTEGRATION",
	"sourceEntityType": "INCIDENT",
	"sourceEntityTypeId": "000042526342",
	"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-07-25T12:42:19+0000",
			"updatedBy": {
				"loginName": "ops_admin_user",
				"lastName": " ",
				"firstName": "Ops Admin",
				"email": "ops.admin@myorganization.com"
			}
		},
		{
			"status": "On Hold",
			"reason": "On Hold Reason",
			"createdDate": "2016-11-22T10:04:44+0000",
			"updatedBy": {
				"loginName": "ops_admin_user",
				"lastName": " ",
				"firstName": "Ops Admin",
				"email": "ops.admin@myorganization.com"
			}
		}
	],
	"businessImpact": {
		"id": 10,
		"name": "Impact 2",
		"description": "Impact level 2"
	},
	"urgency": {
		"id": 25,
		"name": "Urgency 1",
		"description": "Urgency level 1"
	},
	"attachedRequests": [{
			"id": "SRQ0000001388"
		},
		{
			"id": "SRQ0000001391"
		},
		{
			"id": "SRQ0000001394"
		},
		{
			"id": "SRQ0000001397"
		}
	],
	"knowledgeArticleIds": [
		14, 22
	],
	"referenceArticles": [{
			"id": 14,
			"subject": "Troubleshoot a Windows Network"
		},
		{
			"id": 22,
			"subject": "Windows Network Connect Details"
		}
	]
}