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Update change request

This endpoint is used to update a change request.

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URL

POST https://{api-url}/api/v2/tenants/{tenantId}/changeRequests/{changeRequestId}

Sample URLs

https://{api-url}/api/v2/tenants/client_7/changeRequests/CHG0000001111

Parameters

All parameters are optional:

FieldData TypeDescription
resourcesStringResources on which change request is created.
priorityStringTicket priority.
Supported Values: Low, Normal, High, Urgent, and Very High
statusStringStatus of change request. Follow the steps to update status:
  1. Use the get change request to check status flow transitions of an incident.
    • The status flows are defined in the field allowedStatus.
      Example: "name": Open"
    • Option to provide reasons to change the status is enabled.
      "reasonsEnabled" : "true" indicates, reason is mandatory while changing the status."reasonsEnabled" : "false" indicates reason is optional.
  2. If status change reasons are defined, use the get status change reasons to retrieve the list of reasons. Provide the reasons configured in status "Update".
reasonStringReason to edit the fields.
suspendEndDateStringOn Hold date. This field is mandatory only if the option Make On Hold date as mandatory when status moves to On Hold is enabled in service desk settings.
notesStringInformation related to the ticket.
assignedUserStringUser to whom the ticket is assigned.
customFieldsStringUser-defined fields. Use the get change request custom fields to retrieve the list of custom fields for a change request.
ccStringCc email.
plannedStartString
plannedEndString
workStartString
workEndString
categoryIntegerCategory of change request. Use the get categories to retrieve the list of categories.
subCategoryIntegerSub-category of change request. Use the get categories to retrieve the list of sub-categories.
changeTypeStringNormal or Emergency depending on the Priority of a change request.For example, you can create a change type Emergency if you require a change request to be processed immediately or if Priority of a request is High.
assigneeGroupStringUser group to which the ticket is assigned.
requesterStringUser who initiates the change request.
tagsStringAdditional information of a change request. This may contain keywords of a change request.
responseStringRelevant information of the ticket can be included in response.
Example: file attachments, external ID, tags
knowledgeArticleIdsIntegerAttach knowledge base articles related to a Change Request for further reference. To fetch a knowledge base article ID:
  1. Log into OpsRamp.
  2. Click Knowledge Base.
  3. Select the required article and then copy the article ID.
  4. Provide the article ID in "knowledgeArticleIds" field.
    Example: "knowledgeArticleIds": 24, 15

Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Sample request

{
	"subject": "Request to change my VPN Password",
	"priority": "Normal",
	"status": "Open",
	"reason": "Reason to open ticket",
	"notes": "Request is extended, so need to work on the request.",
	"plannedStart": "2016-05-01T00:00:00+0000",
	"plannedEnd": "2016-05-30T00:00:00+0000",
	"workStart": "2016-05-10T00:00:00+0000",
	"workEnd": "2016-05-20T00:00:00+0000",
	"cc": "tech.admins@myorganization.com,devgroup@myorgnization.com",
	"tags": "device, network, updated",
	"location": "North-West",
	"changeType": "Normal",
	"category": {
		"id": "16"
	},
	"subCategory": {
		"id": "17"
	},
	"assigneeGroup": {
		"name": "Network Administrators"
	},
	"assignedUser": {
		"id": "USR0000002147",
		"loginName": "James.Hudson"
	},
	"requester": {
		"id": "USR0000002146",
		"loginName": "Annie.Bolt"
	},
	"resources": [{
		"id": "481af404-33a6-4d61-af77-c483ca6641fa"
	}, {
		"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
	}, {
		"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
	}],
	"customFields": [{
			"id": "UDF0000003790",
			"name": "Source",
			"value": "1"
		},
		{
			"id": "UDF0000003791",
			"name": "text_api_lab_3791",
			"value": "request custom field - text-updated"
		}
	],
	"response": {
		"description": "Adding Attachments to Change Request",
		"internal": "false",
		"creator": {
			"id": "USR0000002146",
			"loginName": "James.Hudson"
		},
		"tags": "Device, Change",
		"attachments": [{
				"name": "Network devices on sj site.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			},
			{
				"name": "sj servers.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			}
		]
	},
	"knowledgeArticleIds": [
		24, 15
	]
}

Sample response

{
	"id": "CHG0000001111",
	"subject": "Request to change my VPN Password",
	"description": "I am unable to login into my VPN account",
	"status": "Open",
	"oldStatus": "New",
	"priority": "Normal",
	"oldPriority": "Low",
	"requester": {
		"loginName": "john.mith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@gmail.com"
	},
	"assignedUser": {
		"id": "USR0000000014",
		"loginName": "brocadeLab@organization.com",
		"lastName": "Lab",
		"firstName": "Brocade",
		"email": "brocadeLab@gmail.com"
	},
	"assigneeGroup": {
		"id": 7,
		"name": "Brocade Lab Users",
		"description": "All Brocade Lab Users group"
	},
	"resources": [{
		"id": "481af404-33a6-4d61-af77-c483ca6641fa",
		"name": "VTHLPT1000",
		"type": "DEVICE",
                "resourceType": "DEVICE",
                "hostName": "",
                "resourceName": "VTHLPT1000",
                "aliasName": ""
	}, {
		"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
		"name": "VTH-SERVICES",
		"type": "SERVICE",
		"resourceType": "SERVICE",
                "hostName": "",
                "resourceName": "VTH-SERVICES",
                "aliasName": ""
	}, {
		"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
		"name": "VTH-ADMIN-DEVS",
		"type": "DEVICE_GROUP",
		"resourceType": "DEVICE_GROUP",
                "hostName": "",
                "resourceName": "VTH-ADMIN-DEVS",
                "aliasName": ""
	}],
	"customFields": [{
		"id": "UDF0000003808",
		"classCode": "CHANGE",
		"displayLabel": "text field",
		"name": "text_field_3808",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "all partners",
		"value": "available",
		"defaultValue": ""
	}, {
		"id": "UDF0000003810",
		"classCode": "CHANGE",
		"displayLabel": "numeric",
		"name": "numeric_3810",
		"fieldType": "TYPE_NUMBER",
		"mandatory": false,
		"editable": true,
		"description": "Testing numeric",
		"value": "120",
		"defaultValue": ""
	}, {
		"id": "UDF0000003790",
		"classCode": "CHANGE",
		"displayLabel": "drop-down-api-lab",
		"name": "drop_down_api_lab_3790",
		"fieldType": "TYPE_DROPDOWN",
		"mandatory": false,
		"editable": true,
		"description": "Test case",
		"options": [{
			"label": "first",
			"value": "1"
		}, {
			"label": "second",
			"value": "2"
		}],
		"value": "1",
		"defaultValue": "",
		"selectedOption": {
			"label": "first",
			"value": "1"
		}
	}, {
		"id": "UDF0000003791",
		"classCode": "CHANGE",
		"displayLabel": "text-api-lab",
		"name": "text_api_lab_3791",
		"fieldType": "TYPE_TEXT",
		"mandatory": false,
		"editable": true,
		"description": "Test case for text field",
		"value": "request custom field - text-updated",
		"defaultValue": "Test Text"
	}, {
		"id": "UDF0000003792",
		"classCode": "CHANGE",
		"displayLabel": "multi line text-api-lab",
		"name": "multi_line_text_api_lab_3792",
		"fieldType": "TYPE_TEXTAREA",
		"mandatory": false,
		"editable": true,
		"description": "test case for multi line text",
		"value": "text",
		"defaultValue": "multi \nline \ntext"
	}, {
		"id": "UDF0000003793",
		"classCode": "CHANGE",
		"displayLabel": "Numeric-api-lab",
		"name": "numeric_api_lab_3793",
		"fieldType": "TYPE_NUMBER",
		"mandatory": false,
		"editable": true,
		"description": "numeric test case",
		"value": "1",
		"defaultValue": "1"
	}, {
		"id": "UDF0000003794",
		"classCode": "CHANGE",
		"displayLabel": "checkbox-api-lab",
		"name": "checkbox_api_lab_3794",
		"fieldType": "TYPE_CHECKBOX",
		"mandatory": false,
		"editable": true,
		"description": "test case for check box",
		"options": [{
			"label": "yes",
			"value": "1"
		}],
		"value": "1",
		"defaultValue": "0",
		"selectedOption": {
			"label": "yes",
			"value": "1"
		}
	}, {
		"id": "UDF0000003795",
		"classCode": "CHANGE",
		"displayLabel": "Date-ap-lab",
		"name": "date_ap_lab_3795",
		"fieldType": "TYPE_DATE",
		"mandatory": false,
		"editable": true,
		"description": "Test case for date field",
		"value": "2016-02-26T00:00:00+0000",
		"defaultValue": "2016-02-26T00:00:00+0000"
	}, {
		"id": "UDF0000003796",
		"classCode": "CHANGE",
		"displayLabel": "dateTime-api-lab",
		"name": "datetime_api_lab_3796",
		"fieldType": "TYPE_DATETIME",
		"mandatory": false,
		"editable": true,
		"description": "Test case for Date and time",
		"value": "2016-02-26T12:13:00+0000",
		"defaultValue": "2016-02-26T12:13:00+0000"
	}],
	"extTicketId": "BM023456",
	"cc": "brocade@gmail.com, escalationmails@gmail.com",
	"ticketArisedTime": "",
	"createdUser": {
		"loginName": "john.smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@gmail.com"
	},
	"reason": "CR Onhold",
	"category": {
		"id": 6,
		"name": "Request Level"
	},
	"alertIds": [],
	"reOpenCount": 1,
	"createdDate": "2016-07-26T14:47:43+0000",
	"suspendEndDate": "2016-08-12T13:13:00+0000",
	"allowedStatus": [{
		"id": "1",
		"name": "New",
		"reasonsEnabled": false,
		"reasonsDefined": false
	}, {
		"id": "2",
		"name": "Open",
		"reasonsEnabled": true,
		"reasonsDefined": true
	}, {
		"id": "3",
		"name": "Pending",
		"reasonsEnabled": true,
		"reasonsDefined": true
	}, {
		"id": "4",
		"name": "Resolved",
		"reasonsEnabled": true,
		"reasonsDefined": true
	}, {
		"id": "5",
		"name": "Closed",
		"reasonsEnabled": true,
		"reasonsDefined": true
	}],
	"client": {
		"id": 8,
		"uniqueId": "client_8",
		"name": "Brocade Lab",
		"activated": true
	},
	"subCategory": {
		"id": 9,
		"name": "Medium"
	},
	"updatedDate": "2016-08-12T07:13:11+0000",
	"priorityUpdatedBy": {
		"loginName": "superadmin",
		"lastName": "Admin",
		"firstName": "admin",
		"email": "escalationmails@gmail.com"
	},
	"priorityUpdatedDate": "2016-08-12T06:45:31+0000",
	"statusUpdatedBy": {
		"loginName": "superadmin",
		"lastName": "Admin",
		"firstName": "admin",
		"email": "escalationmails@gmail.com"
	},
	"statusUpdatedDate": "2016-08-12T07:13:11+0000",
	"slaDetails": {
		"resolutionTime": 1440069,
		"responseTime": 1439978,
		"responseBreach": false,
		"resolutionBreach": false,
		"responseBreachDate": "",
		"resolutionBreachDate": ""
	},
	"source": "INTEGRATION",
	"changeType": "Emergency",
	"changePlan": "Alert - 151 ",
	"rollbackPlan": "Proceed with new function",
	"testPlan": " $alert.device.hostName ",
	"plannedStart": "2016-08-12T18:45:00+0000",
	"plannedEnd": "2016-08-20T07:45:59+0000",
	"workStart": "2016-08-15T18:45:00+0000",
	"workEnd": "2016-08-19T02:51:59+0000",
	"approvalState": "APPROVED",
	"statusFlow": [{
		"status": "New",
		"timeSpent": 1492634,
		"createdDate": "2016-07-25T12:42:19+0000",
		"updatedBy": {
			"loginName": "john.smith ",
			"lastName": "Smith",
			"firstName": "John",
			"email": "john.smith@gmail.com"
		}
	}, {
		"status": "Resolved",
		"reason": "Resolving as fixed",
		"notes": "resolution summary",
		"timeSpent": 18,
		"createdDate": "2016-08-11T19:19:33+0000",
		"updatedBy": {
			"loginName": "john.smith",
			"lastName": "smith",
			"firstName": "john",
			"email": "john@gmail.com"
		}
	}, {
		"status": "Pending",
		"timeSpent": 13,
		"reason": "Waiting for customer inputs",
		"createdDate": "2016-11-22T10:04:31+0000",
		"updatedBy": {
			"id": "USR0000000018",
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SP",
			"email": "sample@gmail.com"
		}
	}, {
		"status": "On Hold",
		"reason": "Required information is not available, making as on hold",
		"createdDate": "2016-11-22T10:04:44+0000",
		"updatedBy": {
			"id": "USR0000000018",
			"loginName": "superadmin",
			"lastName": "Admin",
			"firstName": "SP",
			"email": "sample@gmail.com"
		}
	}],
	"knowledgeArticleIds": [
		24, 15
	],
	"attachedArticles": [{
			"id": 24,
			"subject": "VPN Settings"
		},
		{
			"id": 15,
			"subject": "Best Practises in VPN Use and Data Security"
		}
	]
}