API to create an Incident in Service Desk
Jan 10, 2024
172
| API Endpoint | {account_url}/api/v2/public/incidents/ |
| Method | POST |
| Response Data | Incident Creation |
Create Incident
- This endpoint is used to create incident(s) in Service desk.
Parameters
| Parameter | Required | Description |
| team | Yes | Team to which the incident should be assigned to |
| status | No | Status of the incident |
| priority | No | Priority of the incident |
| impact | No | Impact of the incident |
| urgency | No | Urgency of the incident |
| assignment_group | No | Assignment group to which the incident should be assigned to |
| asset_id | No | Asset ID of the asset which should be associated to the incident |
| requester_id | No | Requester ID of the requester who raised the incident (either requester id or email or phone is required) |
| requester_email | No | Email address of the requester who raised the incident (either requester id or email or phone is required) |
| requester_phone | No | Phone number of the requester who raised the incident (either requester id or email or phone is required) |
| requester_name | No | Name of the requester who raised the incident |
| requester_group | No | Requester group to which the requester is associated |
| assignee | No | Assignee of the incident |
| due_by | No | Due by date and time of the incident |
| subject | Yes | Subject of the incident |
| description | Yes | Description of the incident |
| resolution | No | Resolution of the incident |
| description_attachments | No |
Attachments of the description |
| resolution_attachments | Yes | Attachments of the resolution |
| relate_to | Yes | Dict with related ticket type and respective ticket_id |
| skip_mandatory_requester_custom_fields_check | No | Skip mandatory check for requester custom fields |
| skip_mandatory_ticket_custom_fields_check | No |
Skip mandatory check for incident custom fields |
Sample Request
{
"team": 2,
"subject": "Internet is down",
"description": "Internet is down.",
"requester_id": 3,
"requester_custom_fields": {
"2": "New",
"3": "Old"
},
"custom_fields": {
"1": "Test"
}
}Sample Response
Success Response: Status code: 200
{
"id": 116,
"display_id": "#INC00000116",
"subject": "Internet is down",
"resolution": null,
"description": {
"html": "<html><head><meta charset=\"utf-8\"></head><body>Internet is down. please check ASAP</body></html>",
"id": 173,
"edited_agent": null,
"last_edited": null,
"text": "Internet is down. please check ASAP",
"attachments": [],
"kb_articles": []
},
"created_by": {
"type": "requester",
"id": 3,
"name": "John"
},
"subscribers": [],
"assignee": null,
"assignment_group": null,
"team": {
"id": 2,
"name": "IT Support"
},
"status": {
"id": 7,
"name": "New",
"description": "",
"team": 2
},
"impact": {
"id": 2,
"name": "Medium",
"order": 2,
"is_default": true
},
"urgency": {
"id": 2,
"name": "Medium",
"order": 2,
"is_default": true
},
"priority": {
"id": 1,
"name": "Medium",
"description": "",
"help_text": ""
},
"requester": {
"id": 3,
"name": "John",
"email": "john.p@happyfox.com",
"primary_phone": null,
"created_at": "2023-05-08T08:12:05Z",
"updated_at": "2023-05-08T10:05:24Z"
},
"custom_fields": [
{
"id": 5,
"name": "Host",
"type": "t",
"value": "High"
},
{
"id": 6,
"name": "Severity",
"type": "t",
"value": null
}
],
"created_at": "2023-06-06T09:18:08Z",
"last_updated_at": "2023-06-06T09:18:08Z",
"last_modified_at": "2023-06-06T09:18:08Z"
}
