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This documentation supports the 21.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.
BMC Helix ITSM 21.3 ... Developing Integrating third-party applications with BMC Helix ITSM by using the platform REST API

The platform REST API references

You can use the POST method to create and update records such as incidents, change requests, problem investigations, and service requests in BMC Helix ITSM. BMC Helix ITSM provides the following interface forms that you can use for integrating with third-party applications:

Interface formPurpose

HPD:IncidentInterface_Create

To create an incident

HPD:IncidentInterface

To search, read, or update an existing incident
PBM:ProblemInterface_CreateTo create a problem investigation

CHG:ChangeInterface_Create

To create a change request

CHG:ChangeInterface

To update an existing change request

CHG:WorkLog 

To update work info of a change request

HPD:WorkLog 

To update work info of an incident
TMS:TaskInterfaceTo update tasks and work information
CHG:AssociationsTo associate a CI to a change request


For information related to authentication and endpoints, see  Endpoints in AR REST API Open link and  Access and authentication for the REST API Open link in AR System documentation.

Related topics and videos

Video - Integrations through REST APIs

Video - Create an entry using Postman – REST Client

Learning about the REST API Open link

Error handling for the REST API Open link

Task Management SOAP web services Open link

Change Management SOAP web services Open link

SOAP web services for BMC Service Request Management Open link

BMC Asset Management SOAP web services Open link




To use the REST API to create an incident

Request URL: http://serverName:port/api/arsys/v1/entry/HPD:IncidentInterface_Create?fields=values(Incident Number)

Operation: POST

Result: An incident is created, and an incident ID is returned.

JSON to create an incident 
{
  "values": {
    "First_Name": "Allen",
    "Last_Name": "Allbrook",
    "Description": "REST API: Incident Creation",
    "Impact": "1-Extensive/Widespread",
    "Urgency": "1-Critical",
    "Status": "Assigned",
    "Reported Source": "Direct Input",
    "Service_Type": "User Service Restoration"    
 }
}


To use the REST API to create a change request

Request URL: http://serverName:port/api/arsys/v1/entry/CHG:ChangeInterface_Create

Operation: POST

Result: A change request is created.

JSON to create an incident 
{
  "values": {
    "First Name": "Paul",
    "z1D_Action": "CREATE",
    "Last Name": "Bunyon",
    "Description": "REST API: Change Creation",
    "Impact": "1-Extensive/Widespread",
    "Urgency": "1-Critical",
    "Risk Level": "Risk Level 3",
    "Status": "Draft",
    "Company": "Petramco",
    "Location Company": "Petramco",
    "Change Type": "Project",
    "Change Timing": "Standard"    
 }
}


To use the REST API to create a problem investigation

Request URL: http://serverName:port/api/arsys/v1/entry/PBM:ProblemInterface_Create?fields=values(Problem Investigation ID)

Operation: POST

Result: A problem investigation is created, and a problem investigation ID is returned.

Type of problem recordz1D_Action
Problem Investigation"z1D_Action":"PROBLEM"
Solution Database“z1D_Action” :"SOLUTION"
Known Error“z1D_Action” : "KNOWNERROR"
JSON to create a problem investigation 
{ 
"values": {"Status" : "Draft",
"Investigation Driver": "High Impact Incident",
"Last Name":"Allbrook",
"First Name":"Allen",
"Assigned Group Pblm Mgr":"Backoffice Support",
"Investigation Justification":"",
"Company":"Calbro Services",
"Description":"REST API Test problem creation",
"z1D_Action":"PROBLEM",
"Impact":"2-Significant/Large",
"Urgency":"2-High"}
}
JSON to create a known error 
{ 
"values": {"Known Error Status": "Assigned",
"Company":"Petramco",
"Contact Company":"Petramco",
"Description":"REST API Test Known Error creation",
"Detailed Description" : "REST API Test Known Error creation Notes",
"View Access": "Internal",
"Target Resolution Date": "2021-03-24T18:30:00.000+0000",
"z1D_Action":"KNOWNERROR",
"Urgency": "2-High",
"Impact": "2-Significant/Large"}
}


To use the REST API to create a change request

Request URL: http://serverName:port/api/arsys/v1/entry/CHG:ChangeInterface_Create

Operation: POST

Result: A change request is created.

JSON to create an incident 
{
  "values": {
    "First Name": "Paul",
    "z1D_Action": "CREATE",
    "Last Name": "Bunyon",
    "Description": "REST API: Change Creation",
    "Impact": "1-Extensive/Widespread",
    "Urgency": "1-Critical",
    "Risk Level": "Risk Level 3",
    "Status": "Draft",
    "Company": "Petramco",
    "Location Company": "Petramco",
    "Change Type": "Project",
    "Change Timing": "Standard"    
 }
}


To use the REST API to create a task related to an incident


Request URL: http://<arserver_name>:8008/api/arsys/v1/entry/TMS:TaskInterface

Operation: POST

Result: A task is created and is associated to the incident.

JSON to create a task related to an incident 
"values": { 
"ParentID": "AG00123F73CF5Eqc4TSQvOExAgYUQB", "Parent Type": "Root Request",
"TaskName": "Test Task inc success",
"Summary": "Task Inc",
"TaskType": "Manual",
"Status": "Pending",
"Location Company": "Calbro Services",
"RootRequestName": "INC_CAL_1000015",
"RootRequestID": "INC_CAL_1000015",
"RootRequestInstanceID": "AG00123F73CF5Eqc4TSQvOExAgYUQB",
"RootRequestMode": "0",
"Company": "Calbro Services",
"First Name": "Ian",
"Last Name": "Plyment",
"Customer Company": "Calbro Services",
"Customer First Name": "Mary",
"Customer Last Name": "Mann",
"RootRequestFormName": "HPD:Help Desk",
"Sequence": 9,
"Assignee Organization": "IT Support",
"Assignee Group ID": "SGP000000000010",
"Assignee Id": "PPL000000000018"
}
}



To use the REST API to create a service request

Request URL: http://<servername>:<port>/api/arsys/v1/entry/SRM:RequestInterface_Create

Operation: POST

Result: A service request is created.

The Source Keyword field on SRM:Request form has the following values:

Source of a service requestSource Keyword
Incident ManagementIM
Workorder ManagementWO
Change ManagementCM
Request Entry consoleblank
JSON to create a service request 
{
    "values": {
        
        "z1D Action": "CREATE",
        "Source Keyword": "Test",
        "TitleInstanceID": "SR005056B551A03T5GSw6d6ccAIn4E",
        "First Name": "Allen",
        "Last Name": "Allbrook",
        "Customer First Name": "Bob",
        "Customer Last Name": "Baxter",
        "OfferingTitle": "REST API TEST SRM Request 1",
        "Short Description": "REST API TEST SRM Request 1",
        "Status": "Submitted",
        "Company": "Calbro Services",
        "Customer Company": "Calbro Services",
        "Location Company": "Calbro Services"
    }
}


To use the REST API to create a work log entry for an incident

Request URL: http://<arserver_name>:8008/api/ arsys/v1/mergeEntry/HPD:WorkLog

Operation: POST

Result: A work log is created and associated to the incident.

JSON to create a work log entry for an incident 
{
"values": {
"Submitter": "Allen",
"Short Description": "New activity log from REST API",
"Assignee Groups": "1000000005;",
"Description": "New activity log from REST API",
"Detailed Description": "New activity log from REST API",
"Work Log Submitter": "Allen",
"Incident Number": "INC000000000701",
"Work Log Type": "General Information"
},
    "mergeOptions" : {
        "ignorePatterns" : false,
        "ignoreRequired" : false,
        "workflowEnabled" : false,
        "associationsEnabled" : false,
        "mergeType" : "DUP_NEW_ID",
        "multimatchOption" : 1
    },
    "qualification" : "'Incident Number' = \"INC000000000701\""
}

To retrieve an incident entry

Request URL: http://serverName:port/api/arsys/v1/entry/HPD:IncidentInterface_Create/incidentNumber

Operation: GET

For more information, see Example of using the platform REST API to retrieve an incident entry.


To retrieve work information related to an incident

Request URL: http://serverName/api/arsys/v1/entry/HPD:Help Desk

Operation: GET

For more information, see Example of using the platform REST API to retrieve work information related to an incident.


To modify an incident entry

Request URL: http://serverName:port/api/arsys/v1/entry/HPD:IncidentInterface/RequestIDOfAnIncidentOnHPD:IncidentInterface

Operation: PUT

Result: The incident status is updated.

JSON to modify an incident entry 
{
  "values": {                                              
"Description" : "Rest API: Resolve Incident using Rest
API",                                              
"Status" : "Resolved",                                              
"Status_Reason" : "Future Enhancement",                                              
"Resolution" : "Resolve through Rest API"
}
}


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Last modified by Jyoti Nerkar on Feb 14, 2022
rest_api

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