REST API: Updating Change Request State or Title

[John Ping]

Hi all,

I've run into something that might be a bug, but I'd like some feedback from the community. My instance is about 20 months old; we started on Eureka, upgraded to Fuji and now we are on Geneva Patch 5.

I'm working on the Change Request table through REST. ITIL users are normally able to update & close out Change Requests, so the service account I've created for this use case has rest_service and itil roles. I have no trouble creating a Change Request, and updating some fields (such as work notes), but things get odd if I try to update Title (short_description) or State.

As an ITIL user, logged into the GUI, I can change the Title to anything I'd like and/or change the State to Closed.

Using the REST API Explorer, I can update the Title, but not the State. There are no errors, it returns 200 OK and I get the blue icon signaling that State has updated, but reloading the form shows no changes to State.

Using Postman or curl, updating the Title or State returns 200 OK, but nothing changes. If I have the record open, I see the blue icon signaling an update on both State and Title, but reloading the form show no changes to Title or State.

All the above scenarios work using a profile with admin, but of course I'm not going to hand out a service account with admin.

I spun up a developer instance on Geneva, but it's so different that I can't get a record to insert, even with a new body. So this might be a quirk of my setup, but I wouldn't expect things to vary so differently between GUI, REST API Explorer, and Postman/curl. We have existing integrations using REST to update new_call and incident tables, and those work fine. Personally I also use saved REST bodies against several other tables with no issue.

It feels like an ACL issue. I've tried disabling the rules that force read-only, modified some of the write rules that include itil to include rest_service, and reverted. I've stared at them until my eyes hurt. Even so, I'm not sure that would explain the difference between REST API Explorer and Postman results.

Has anyone run into anything similar, or can anyone recommend an avenue of investigation?

[Chuck Tomasi]

Hi John,

First, thanks for the details. I really understood what you were talking about.

Second, very odd. What is the response back when you try this with Postman or cURL? Are you getting the right title or state?

[John Ping]

The response body also shows that the Title and/or State are unchanged.

[Chuck Tomasi]

Any signs of issues in the system logs? Errors? Warnings?

[John Ping]

No, nothing in the log about it. I wish I could get more logging on REST calls!