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]

Hi Rajesh,

Can you please test below points as well.

1. Login to ServiceNow instance with the integration user and try to resolve the incident.

2. Check for any custom business rule/data policy as suggested by pradeepksharma

3. Test with Admin user from Postman.

[rajesh_solanki]

1. Login to ServiceNow instance with the integration user and try to resolve the incident. [ I am able to resolve the incident as from SNOW UI as a user who is trying trom postman ]

2. Check for any custom business rule/data policy as suggested by pradeepksharma [ i will check and let you know.]

3. Test with Admin user from Postman. [ my snow admin gave my user admin privileges and still it FAILED from postman ]

[rajesh_solanki]

we gave web_service_admin,rest_api_explorer rights to my user and behaviors was same. Can not resolve an incident . now looking at business rule.

[rajesh_solanki]

so we looked at all business rules and we couldn't find anything. It seems like resolve is ONLY enabled from UI