Not able to resolve incident using restapi

[rajesh_solanki]

Hi ,

I m trying to resolve an incident using restapi. This is what I have done.

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

4) why the State field is not updating when using RestAPI ?

what am I missing ?

[chirag_bagdai]

Thanks Rajesh,

Can you please share the result of this POST request ?

[rajesh_solanki]

My SNOW admin has left for that day. I will update tomorrow.

[rajesh_solanki]

I will try to send in few. but I did take look at Resolve button java script. its default code and we haven't changed anything.

[rajesh_solanki]

so i created an incident.

then i did GET in sysid

then i did PUT my payload is

{"state":6,"urgency":3,"assigned_to": "Rajesh Solanki", "close_code":"Solved", "caller_id":"e2ebef694fb1b200571150ee0310c70e", "u_close_subcode":"Permanent","close_notes":"Auto Closed by postman","work_notes":"Alert deleted by postman"}

here is reply.

{

  "result": {

      "parent": "",

      "caused_by": "",

      "watch_list": "",

      "upon_reject": "cancel",

      "sys_updated_on": "2017-06-01 21:41:31",

      "u_close_subcode": "Permanent",

      "approval_history": "",

      "skills": "",

      "u_reported_by": {

          "link": "https://myservicenow.com/api/now/v1/table/sys_user/e2ebef694fb1b200571150ee0310c70e",

          "value": "e2ebef694fb1b200571150ee0310c70e"

      },

      "number": "XXXXXXXXXX",

      "state": "21",

      "sys_created_by": "restapi",

      "knowledge": "false",

      "order": "",

      "u_sla_responded": "true",

      "cmdb_ci": {

          "link": "https://myservicenow.com/api/now/v1/table/cmdb_ci/e736a1eb4f439600571150ee0310c761",

          "value": "e736a1eb4f439600571150ee0310c761"

      },

      "impact": "1",

      "u_outage_content": "",

      "active": "true",

      "work_notes_list": "",

      "u_vendor": "",

      "priority": "3",

      "sys_domain_path": "/",

      "business_duration": "",

      "group_list": "",

      "approval_set": "",

      "short_description": "Critical alert on Server XXXXXXX for directory /tmp. Space used 100%",

      "correlation_display": "",

      "work_start": "",

      "u_manager_notification": "",

      "additional_assignee_list": "",

      "u_requestor": "",

      "u_originating_ticket": "",

      "notify": "1",

      "sys_class_name": "incident",

      "closed_by": "",

      "follow_up": "",

      "parent_incident": "",

      "reassignment_count": "0",

      "assigned_to": "",

      "sla_due": "",

      "comments_and_work_notes": "",

      "escalation": "0",

      "upon_approval": "proceed",

      "correlation_id": "XXXX_XXXXX/XXXXXX",

      "made_sla": "true",

      "child_incidents": "0",

      "resolved_by": "",

      "sys_updated_by": "restapi",

      "opened_by": {

          "link": "https://myservicenow.com/api/now/v1/table/sys_user/e2ebef694fb1b200571150ee0310c70e",

          "value": "e2ebef694fb1b200571150ee0310c70e"

      },

      "user_input": "",

      "sys_created_on": "2017-06-01 21:29:28",

      "sys_domain": {

          "link": "https://myservicenow.com/api/now/v1/table/sys_user_group/global",

          "value": "global"

      },

      "u_hpsm_change_number": "",

      "calendar_stc": "",

      "closed_at": "",

      "u_alternate_contact": "",

      "business_service": "",

      "u_symptom": "degraded",

      "rfc": "",

      "time_worked": "",

      "expected_start": "",

      "opened_at": "2017-06-01 21:28:20",

      "work_end": "",

      "caller_id": {

          "link": "https://myservicenow.com/api/now/v1/table/sys_user/e2ebef694fb1b200571150ee0310c70e",

          "value": "e2ebef694fb1b200571150ee0310c70e"

      },

      "resolved_at": "",

      "subcategory": "Server",

      "work_notes": "",

      "u_substate": "",

      "close_code": "Solved",

      "assignment_group": {

          "link": "https://myservicenow.com/api/now/v1/table/sys_user_group/da4485ca4fd65640571150ee0310c75e",

          "value": "da4485ca4fd65640571150ee0310c75e"

      },

      "u_kb_article": "",

      "business_stc": "",

      "description": "Critical alert on Server XXXXXXX for directory /tmp. Space used 100%",

      "u_outage_title": "",

      "u_vendor_ticket": "",

      "calendar_duration": "",

      "close_notes": "Auto Closed by restapipostman",

      "u_customer_name": "RESTAPI RESTAPI",

      "sys_id": "f42c66524f0b3640571150ee0310c71a",

      "contact_type": "event_alert",

      "incident_state": "6",

      "urgency": "3",

      "problem_id": "",

      "company": "",

      "activity_due": "",

      "severity": "3",

      "u_search": "",

      "comments": "",

      "approval": "not requested",

      "u_first_call": "false",

      "due_date": "",

      "sys_mod_count": "1",

      "reopen_count": "0",

      "sys_tags": "",

      "u_broadcast_notification": "",

      "location": "",

      "category": "Servers & Storage"

  }

}

[chirag_bagdai]

Hi Rajesh,

Please confirm the Header/Body data per below screenshots :

I checked in postman and it worked for me..

Also, for PUT method - you need to pass sys_id in the URL.