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!

[nyardi]

Did you ever get this resolved?

We've hit a very similar problem where we are unable to change the Incident state to 7 via REST API but the same user can change the state to "Closed" via UI.

Any pointers will help!

[newbee19032017]

Hi - Following is done on a developer instance OOB

PUT https://devXXXX.service-now.com/api/now/table/incident/2eed78cd4f763200eacf2ed18110c143

Parameter in BOLD is sys_id of the ticket being closed

Payload - {"close_code":"Closed/Resolved By Caller","state":"7","caller_id":"6816f79cc0a8016401c5a33be04be331","close_notes":"Closed by API"}

caller_id in bold is the sys_id for the user closing the ticket.

These are the minimum field required to cklose.

Hope it helps.

[rajesh_solanki]

well I am having same issue. So to narrow down I have done following

1) via rest api I have populated every field it needs for resolving an incident. (in my pay load I m not settings State : 6 . I have another request for resolving incident)

2) At this moment I can go in SNOW url , open my incident and if I click resolve button , incident goes in resolved state.

3) if I do step 1 again and then submit another rest api pay load which ONLY has {"state":6} it should move incident in Resolved state right ? even though I get error 200 in my response , I still do not see ticket in resolved state

what am I missing ?

[snehabinani26]

Hi Rajesh,

try giving the state value in quotes. like {"state":"6"}. See if this helps you

[ewelch]

A R is correct - his sample is spot on for a dev instance - worked for me. Thanks!