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Update incident

This endpoint is used to update an incident.

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URL

POST https://{api-url}/api/v2/tenants/{tenantId}/incidents/{incidentId}

Sample URLs

https://{api-url}/api/v2/tenants/client_7/incidents/INC0000001114

Parameters

All parameters are optional:

FieldData TypeDescription
resourcesStringResources on which incident is created.
priorityStringTicket priority.
Supported Values: Low, Normal, High, Urgent, and Very High
statusStringStatus of an incident. Follow the steps to update status:
  1. Use the get incident 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.
ccStringCc email.
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 d esk settings.
assignedUserStringUser to whom the ticket is assigned.
assigneeGroupStringUser group to which the ticket is assigned.
requesterStringUser who initiates the incident.
notesStringInformation related to the ticket.
problem/changeRequestStringAttach either a problem or a incident that is related to the incident.
dueDateStringDue date to resolve the incident.
extTicketIdStringAttach third-party ticket ID.
toEmailStringEmail address of the user for sending notifications.
customFieldsStringUser-defined fields. Use the get incident custom fields API to retrieve the list of custom fields for an incident.
parentIdStringTo attach an incident, provide the parent incident id.
categoryIntegerCategory of the incident. Use the get categories to retrieve the list of categories.
subCategoryIntegerSub-category of the incident. Use the get categories to retrieve the list of sub-categories.
businessImpactIntegerThe effect an incident has on a business. See Get Business Impacts to retrieve the list of business impacts.
urgencyIntegerUrgency is defined as how soon the incident should be resolved. See get urgencies to view the list of urgencies under a client.
responseStringRelevant information of the ticket can be included in response.
Example: file attachments, external ID, tags
attachedRequestsStringAttach service requests to an Incident. Use search service requests API to fetch list of service requests in a client.
knowledgeArticleIdsIntegerAttach knowledge base articles related to an incident 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": "Window servers down in West-SJ",
	"status": "On Hold",
	"reason": "On hold Reason",
	"priority": "Low",
	"parentId": "INC0000001145",
	"dueDate": "2016-03-28T06:43:00+0000",
	"cc": "network.admins@myorganization.com, tech.admins@myorganization.com",
	"toEmail": "sam.rivers@myorganization.com,john.blake@myorganization.com",
	"ticketArisedTime": "2016-02-26T06:43:00+0000",
	"changeRequest": {
		"id": "CHG0000001028"
	},
	"problem": {
		"id": "PRB0000001105"
	},
	"category": {
		"id": "12"
	},
	"subCategory": {
		"id": "13"
	},
	"requester": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1"
	},
	"assigneeGroup": {
		"name": "API-Lab-Group-1"
	},
	"businessImpact": {
		"id": "10"
	},
	"urgency": {
		"id": "25"
	},
	"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": "drop_down_api_lab_3790",
			"value": "2"
		},
		{
			"id": "UDF0000003791",
			"name": "text_api_lab_3791",
			"value": "request custom field - text"
		}, {
			"id": "UDF0000003810",
			"name": "numeric_3810",
			"value": "10"
		},
		{
			"id": "UDF0000003792",
			"name": "multi_line_text_api_lab_3792",
			"value": "Third party ticket"
		},
		{
			"id": "UDF0000003794",
			"name": "checkbox_api_lab_3794",
			"value": "1"
		},
		{
			"id": "UDF0000003795",
			"name": "date_ap_lab_3795",
			"value": "2016-02-26T00:00:00+0000"
		},
		{
			"id": "UDF0000003796",
			"name": "datetime_api_lab_3796",
			"value": "2016-02-26T12:13:00+0000"
		}
	],
	"response": {
		"description": "Adding Attachments to Incident",
		"internal": "false",
		"creator": {
			"id": "USR0000002146",
			"loginName": "John.Smith"
		},
		"tags": "Server, Incident",
		"attachments": [{
				"name": "server incidents.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			},
			{
				"name": "windows incidents.txt",
				"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ="
			}
		],
		"extTicketResponseId": "12345"
	},
	"attachedRequests": [{
			"id": "SRQ0000001388"
		},
		{
			"id": "SRQ0000001391"
		},
		{
			"id": "SRQ0000001394"
		},
		{
			"id": "SRQ0000001397"
		}
	],
	"knowledgeArticleIds": [
		14, 22
	]
}

Sample response

{
	"id": "INC0000001114",
	"subject": "Window servers down in West-SJ",
	"description": "Unable to upgrade to latest Windows version",
	"status": "On Hold",
	"oldStatus": "New",
	"priority": "Low",
	"oldPriority": "Low",
	"requester": {
		"id": "USR0000002146",
		"loginName": "James.Hudson",
		"lastName": "Hudson",
		"firstName": "James",
		"email": "james.hudson@myorganization.com"
	},
	"assignedUser": {
		"id": "USR0000002146",
		"loginName": "John.Smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@myorganization.com"
	},
	"assigneeGroup": {
		"id": 17,
		"name": "Network Administrators",
		"userCount": 2
	},
	"resources": [{
			"id": "481af404-33a6-4d61-af77-c483ca6641fa",
			"name": "VTHLPT1000",
			"type": "DEVICE"
		},
		{
			"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
			"name": "VTH-SERVICES",
			"type": "SERVICE"
		},
		{
			"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
			"name": "VTH-ADMIN-DEVS",
			"type": "DEVICE_GROUP"
		}
	],
	"extTicketId": "000042526342",
	"customFields": [{
			"id": "UDF0000003808",
			"classCode": "INCIDENT",
			"displayLabel": "text field",
			"name": "text_field_3808",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "all partners",
			"value": "available",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003810",
			"classCode": "INCIDENT",
			"displayLabel": "numeric",
			"name": "numeric_3810",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "testing numeric",
			"value": "120",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003790",
			"classCode": "INCIDENT",
			"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": "UDF0000003792",
			"classCode": "INCIDENT",
			"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": "UDF0000003794",
			"classCode": "INCIDENT",
			"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": "INCIDENT",
			"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": "INCIDENT",
			"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"
		}
	],
	"dueDate": "2016-03-28T12:13:00+0000",
	"cc": "network.admins@myorganization.com, tech.admins@myorganization.com",
	"ticketArisedTime": "2016-02-26T12:13:00+0000",
	"createdUser": {
		"id": "USR0000002095",
		"loginName": "John.Smith",
		"lastName": "Smith",
		"firstName": "John",
		"email": "john.smith@myorganization.com"
	},
	"reason": "On Hold Reason",
	"alertIds": [],
	"toEmail": "sam.rivers@myorganzation.com,john.blake@myorganization.com",
	"createdDate": "2016-03-29T12:20:15+0000",
	"serviceRestoreDate": "2016-03-28T12:13:00+0000",
	"allowedStatus": [{
			"id": "1",
			"name": "New",
			"reasonsEnabled": false,
			"reasonsDefined": false
		},
		{
			"id": "3",
			"name": "Pending",
			"reasonsEnabled": true,
			"reasonsDefined": false
		},
		{
			"id": "5",
			"name": "Closed",
			"reasonsEnabled": true,
			"reasonsDefined": false
		}
	],
	"client": {
		"id": 7,
		"uniqueId": "client_7",
		"name": "API Lab",
		"activated": true,
		"updatedTime": "",
		"createdTime": "2012-10-09T11:49:34+0000"
	},
	"updatedDate": "2016-03-29T12:42:50+0000",
	"priorityUpdatedBy": {
		"id": "USR0000002146",
		"loginName": "FSSL-API-Lab-User-1",
		"lastName": "API-Lab",
		"firstName": "FSSL",
		"email": "fssl.lab@myorganization.com"
	},
	"priorityUpdatedDate": "2016-03-29T12:20:15+0000",
	"statusUpdatedBy": {
		"id": "USR0000002095",
		"loginName": "admin.dev",
		"lastName": "development",
		"firstName": "admins",
		"email": "admin.dev@myorganization.com"
	},
	"statusUpdatedDate": "2016-03-29T12:31:38+0000",
	"slaDetails": {
		"resolutionTime": 0,
		"responseTime": 683,
		"responseBreach": false,
		"resolutionBreach": false,
		"responseBreachDate": "",
		"resolutionBreachDate": ""
	},
	"source": "INTEGRATION",
	"sourceEntityType": "INCIDENT",
	"sourceEntityTypeId": "000042526342",
	"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-07-25T12:42:19+0000",
			"updatedBy": {
				"loginName": "ops_admin_user",
				"lastName": " ",
				"firstName": "Ops Admin",
				"email": "ops.admin@myorganization.com"
			}
		},
		{
			"status": "On Hold",
			"reason": "On Hold Reason",
			"createdDate": "2016-11-22T10:04:44+0000",
			"updatedBy": {
				"loginName": "ops_admin_user",
				"lastName": " ",
				"firstName": "Ops Admin",
				"email": "ops.admin@myorganization.com"
			}
		}
	],
	"businessImpact": {
		"id": 10,
		"name": "Impact 2",
		"description": "Impact level 2"
	},
	"urgency": {
		"id": 25,
		"name": "Urgency 1",
		"description": "Urgency level 1"
	},
	"attachedRequests": [{
			"id": "SRQ0000001388"
		},
		{
			"id": "SRQ0000001391"
		},
		{
			"id": "SRQ0000001394"
		},
		{
			"id": "SRQ0000001397"
		}
	],
	"knowledgeArticleIds": [
		14, 22
	],
	"referenceArticles": [{
			"id": 14,
			"subject": "Troubleshoot a Windows Network"
		},
		{
			"id": 22,
			"subject": "Windows Network Connect Details"
		}
	]
}