How do I Resolve/Close An Incident REST API (Fields?)

[jaypman]

I'm trying to figure out what are the minimal required fields in the Incident table to resolve and close an Incident.   What are the valid values for those fields?

I'm using the REST API to implement this.

Thanks for your help!

[Pradeep Sharma]

Hi Jason,

It depends on the customization done on your instance apart from the OOB field included. I would recommend you to check by creating a test record i.e by resolving and closing an incident.

[poornachander]

The general practice is to update the Resolution Code, Resolution Description and Activity Log, but again it depends on the customization.

One more thing is Integration webservices (SOAP/REST with ImportSet web services)   can override the mandatory fields anyway. So you can design with minimum fields whatever required or whatever is available from client.

Thanks

P

[anchavesb]

Hi,

I'm trying to resolve the incident using REST...currently I am sending the following fields using POST to the relevant end point:

{'close_notes': 'blahetc', 'incident_state': '6', 'close_code': 'Closed/Resolved by Caller', 'comments': 'blahblah'}

Service Now adds the comment but neither change the state nor the close_notes....I've also tried sending incident_state and state in the JSON body.

Please help, thanks

[siriprudhivi]

Hi Andres,

I think the field is 'state'. Here's an example body: {"state":"6"}

It might be permissions related. Check the ACLs on those fields. You can try changing the authorization to a user with right credentials.

Best Regards,

Siri

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