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 ?

[rajesh_solanki]

Well in my case i m using PUT and it is updating every field except state. So i would be curious to know why POST would help ?

[treycarroll]

Sorry for the bad advice.     PUT is the correct method for an update.   I have just used other systems that tolerate POST for updates.

I am able to PUT to an INC on my developer instance with the following JSON payload:

{"state":"6"}

Response

Status code

200 OK

Headers

Cache-Control

no-cache,no-store,must-revalidate,max-age=-1

Content-Encoding

gzip

Content-Type

application/json;charset=UTF-8

Date

Thu, 01 Jun 2017 22:00:36 GMT

Expires

0

Pragma

no-store,no-cache

Server

ServiceNow

Strict-Transport-Security

max-age=15768000; includeSubDomains;

Transfer-Encoding

chunked

X-Is-Logged-In

true

Response Body

{ "result": { "parent": "", "made_sla": "true", "caused_by": "", "watch_list": "", "upon_reject": "cancel", "sys_updated_on": "2017-06-01 22:00:36", "child_incidents": "", "hold_reason": "1", "approval_history": "", "number": "INC0000054", "resolved_by": { "link": "https://dev26655.service-now.com/api/now/table/sys_user/6816f79cc0a8016401c5a33be04be441", "value": "6816f79cc0a8016401c5a33be04be441" }, "sys_updated_by": "admin", "opened_by": { "link": "https://dev26655.service-now.com/api/now/table/sys_user/681b365ec0a80164000fb0b05854a0cd", "value": "681b365ec0a80164000fb0b05854a0cd" }, "user_input": "", "sys_created_on": "2015-11-02 20:49:08", "sys_domain": { "link": "https://dev26655.service-now.com/api/now/table/sys_user_group/global", "value": "global" }, "state": "6", "sys_created_by": "itil", "knowledge": "false", "order": "", "calendar_stc": "", "closed_at": "", "cmdb_ci": { "link": "https://dev26655.service-now.com/api/now/table/cmdb_ci/26e44e8a0a0a0bb40095ff953f9ee520", "value": "26e44e8a0a0a0bb40095ff953f9ee520" }, "delivery_plan": "", "impact": "1", "active": "true", "work_notes_list": "", "business_service": "", "priority": "1", "sys_domain_path": "/", "rfc": "", "time_worked": "", "expected_start": "", "opened_at": "2015-11-02 20:49:08", "business_duration": "", "group_list": "", "work_end": "", "caller_id": { "link": "https://dev26655.service-now.com/api/now/table/sys_user/97000fcc0a0a0a6e0104ca999f619e5b", "value": "97000fcc0a0a0a6e0104ca999f619e5b" }, "resolved_at": "2017-06-01 22:00:36", "approval_set": "", "subcategory": "", "work_notes": "", "short_description": "SAP Materials Management is slow or there is an outage", "close_code": "", "correlation_display": "", "delivery_task": "", "work_start": "", "assignment_group": { "link": "https://dev26655.service-now.com/api/now/table/sys_user_group/d625dccec0a8016700a222a0f7900d06", "value": "d625dccec0a8016700a222a0f7900d06" }, "additional_assignee_list": "", "business_stc": "", "description": "", "calendar_duration": "", "close_notes": "", "notify": "1", "sys_class_name": "incident", "closed_by": "", "follow_up": "", "parent_incident": "", "sys_id": "d71da88ac0a801670061eabfe4b28f77", "contact_type": "phone", "incident_state": "6", "urgency": "1", "problem_id": { "link": "https://dev26655.service-now.com/api/now/table/problem/d7296d02c0a801670085e737da016e70", "value": "d7296d02c0a801670085e737da016e70" }, "company": { "link": "https://dev26655.service-now.com/api/now/table/core_company/31bea3d53790200044e0bfc8bcbe5dec", "value": "31bea3d53790200044e0bfc8bcbe5dec" }, "reassignment_count": "0", "activity_due": "2015-11-24 17:47:36", "assigned_to": "", "severity": "3", "comments": "", "approval": "not requested", "sla_due": "2015-11-02 12:45:24", "comments_and_work_notes": "", "due_date": "", "sys_mod_count": "96", "reopen_count": "", "sys_tags": "", "escalation": "3", "upon_approval": "proceed", "correlation_id": "", "location": { "link": "https://dev26655.service-now.com/api/now/table/cmn_location/db9a923c0a0a0a6501068d6eaec25ee0", "value": "db9a923c0a0a0a6501068d6eaec25ee0" }, "category": "software" } }

[treycarroll]

I see that since I built my JSON using the little builder widget the value is in quotes.

[rajesh_solanki]

so what roles you have for the ID which you used to resolve it ?

[rajesh_solanki]

I have a user which has following roles. ( i m not using admin id)