This documentation supports the 21.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Example of using the simplified REST API to retrieve and update work notes


The following example demonstrates how you can use the BMC Helix ITSM simplified API to retrieve or add a work note.

You can provide the following parameters:

Parameter

Type

Location

Description

Type

String

Path (mandatory)

Specify any of the following ticket types:

  • Incident
  • Problem
  • Change

ID

String

Path (Mandatory)

The ID of the ticket. For example: INC000000000102.

startIndex

Integer

Query (Optional)

This is an optional parameter to specify the start index.

pageSize

Integer

Query (Optional)

This is an optional parameter to specify the page size for the result.

To retrieve the details of a work note from a ticket

cURL example

curl -X 'GET' \
 'https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/worknote/incident/INC000000000102?startIndex=10&pageSize=5' \
 -H 'accept: application/json'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/worknote/incident/INC000000000102?startIndex=10&pageSize=5

Response body

[
 {
   "id": "string",
   "type": "string",
   "activityType": "string",
   "note": "string",
   "createDate": "string",
   "submitter": "string",
   "viewAccess": false,
   "attachmentCount": 0,
   "attachments": [
     {
       "id": "string",
       "fileSize": 0,
       "thumbnail": "string",
       "fileContentType": "string",
       "fileName": "string",
       "downloadUrl": "string",
       "attachmentReference": {
         "dataSource": "string",
         "attachmentFieldId": "string",
         "dataSourceId": "string"
       }
     }
    ]
 }
]

To add a work note to a ticket

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/worknote/Incident/INC000000000102

Request body

{
 "contentDisposition": {
   "type": "string",
   "parameters": {
     "additionalProp1": "string",
     "additionalProp2": "string",
     "additionalProp3": "string"
   },
   "fileName": "string",
   "creationDate": "2021-10-01T04:02:02.355Z",
   "modificationDate": "2021-10-01T04:02:02.355Z",
   "readDate": "2021-10-01T04:02:02.355Z",
   "size": 0
 },
 "entity": {},
 "headers": {
   "additionalProp1": [
     "string"
    ],
   "additionalProp2": [
     "string"
    ],
   "additionalProp3": [
     "string"
    ]
 },
 "mediaType": {
   "type": "string",
   "subtype": "string",
   "parameters": {
     "additionalProp1": "string",
     "additionalProp2": "string",
     "additionalProp3": "string"
   },
   "wildcardType": false,
   "wildcardSubtype": false
 },
 "messageBodyWorkers": {},
 "parent": {
   "contentDisposition": {
     "type": "string",
     "parameters": {
       "additionalProp1": "string",
       "additionalProp2": "string",
       "additionalProp3": "string"
     },
     "fileName": "string",
     "creationDate": "2021-10-01T04:02:02.355Z",
     "modificationDate": "2021-10-01T04:02:02.355Z",
     "readDate": "2021-10-01T04:02:02.355Z",
     "size": 0
   },
   "entity": {},
   "headers": {
     "additionalProp1": [
       "string"
      ],
     "additionalProp2": [
       "string"
      ],
     "additionalProp3": [
       "string"
      ]
   },
   "mediaType": {
     "type": "string",
     "subtype": "string",
     "parameters": {
       "additionalProp1": "string",
       "additionalProp2": "string",
       "additionalProp3": "string"
     },
     "wildcardType": false,
     "wildcardSubtype": false
   },
   "messageBodyWorkers": {},
   "parent": "string",
   "providers": {},
   "bodyParts": [
     {
       "contentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0
       },
       "entity": {},
       "headers": {
         "additionalProp1": [
           "string"
          ],
         "additionalProp2": [
           "string"
          ],
         "additionalProp3": [
           "string"
          ]
       },
       "mediaType": {
         "type": "string",
         "subtype": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "wildcardType": false,
         "wildcardSubtype": false
       },
       "messageBodyWorkers": {},
       "parent": "string",
       "providers": {},
       "parameterizedHeaders": {
         "additionalProp1": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp2": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp3": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ]
       }
     }
    ],
   "parameterizedHeaders": {
     "additionalProp1": [
       {
         "value": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         }
       }
      ],
     "additionalProp2": [
       {
         "value": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         }
       }
      ],
     "additionalProp3": [
       {
         "value": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         }
       }
      ]
   }
 },
 "providers": {},
 "bodyParts": [
   {
     "contentDisposition": {
       "type": "string",
       "parameters": {
         "additionalProp1": "string",
         "additionalProp2": "string",
         "additionalProp3": "string"
       },
       "fileName": "string",
       "creationDate": "2021-10-01T04:02:02.355Z",
       "modificationDate": "2021-10-01T04:02:02.355Z",
       "readDate": "2021-10-01T04:02:02.355Z",
       "size": 0
     },
     "entity": {},
     "headers": {
       "additionalProp1": [
         "string"
        ],
       "additionalProp2": [
         "string"
        ],
       "additionalProp3": [
         "string"
        ]
     },
     "mediaType": {
       "type": "string",
       "subtype": "string",
       "parameters": {
         "additionalProp1": "string",
         "additionalProp2": "string",
         "additionalProp3": "string"
       },
       "wildcardType": false,
       "wildcardSubtype": false
     },
     "messageBodyWorkers": {},
     "parent": "string",
     "providers": {},
     "parameterizedHeaders": {
       "additionalProp1": [
         {
           "value": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           }
         }
        ],
       "additionalProp2": [
         {
           "value": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           }
         }
        ],
       "additionalProp3": [
         {
           "value": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           }
         }
        ]
     }
   }
  ],
 "fields": {
   "additionalProp1": [
     {
       "contentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0
       },
       "entity": {},
       "headers": {
         "additionalProp1": [
           "string"
          ],
         "additionalProp2": [
           "string"
          ],
         "additionalProp3": [
           "string"
          ]
       },
       "mediaType": {
         "type": "string",
         "subtype": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "wildcardType": false,
         "wildcardSubtype": false
       },
       "messageBodyWorkers": {},
       "parent": {
         "contentDisposition": {
           "type": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "fileName": "string",
           "creationDate": "2021-10-01T04:02:02.355Z",
           "modificationDate": "2021-10-01T04:02:02.355Z",
           "readDate": "2021-10-01T04:02:02.355Z",
           "size": 0
         },
         "entity": {},
         "headers": {
           "additionalProp1": [
             "string"
            ],
           "additionalProp2": [
             "string"
            ],
           "additionalProp3": [
             "string"
            ]
         },
         "mediaType": {
           "type": "string",
           "subtype": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "wildcardType": false,
           "wildcardSubtype": false
         },
         "messageBodyWorkers": {},
         "parent": "string",
         "providers": {},
         "bodyParts": [
           {
             "contentDisposition": {
               "type": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "fileName": "string",
               "creationDate": "2021-10-01T04:02:02.355Z",
               "modificationDate": "2021-10-01T04:02:02.355Z",
               "readDate": "2021-10-01T04:02:02.355Z",
               "size": 0
             },
             "entity": {},
             "headers": {
               "additionalProp1": [
                 "string"
                ],
               "additionalProp2": [
                 "string"
                ],
               "additionalProp3": [
                 "string"
                ]
             },
             "mediaType": {
               "type": "string",
               "subtype": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "wildcardType": false,
               "wildcardSubtype": false
             },
             "messageBodyWorkers": {},
             "parent": "string",
             "providers": {},
             "parameterizedHeaders": {
               "additionalProp1": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp2": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp3": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ]
             }
           }
          ],
         "parameterizedHeaders": {
           "additionalProp1": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp2": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp3": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ]
         }
       },
       "providers": {},
       "name": "string",
       "value": "string",
       "formDataContentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0,
         "name": "string"
       },
       "simple": false,
       "parameterizedHeaders": {
         "additionalProp1": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp2": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp3": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ]
       }
     }
    ],
   "additionalProp2": [
     {
       "contentDisposition": {
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         "parameters": {
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           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0
       },
       "entity": {},
       "headers": {
         "additionalProp1": [
           "string"
          ],
         "additionalProp2": [
           "string"
          ],
         "additionalProp3": [
           "string"
          ]
       },
       "mediaType": {
         "type": "string",
         "subtype": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "wildcardType": false,
         "wildcardSubtype": false
       },
       "messageBodyWorkers": {},
       "parent": {
         "contentDisposition": {
           "type": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "fileName": "string",
           "creationDate": "2021-10-01T04:02:02.355Z",
           "modificationDate": "2021-10-01T04:02:02.355Z",
           "readDate": "2021-10-01T04:02:02.355Z",
           "size": 0
         },
         "entity": {},
         "headers": {
           "additionalProp1": [
             "string"
            ],
           "additionalProp2": [
             "string"
            ],
           "additionalProp3": [
             "string"
            ]
         },
         "mediaType": {
           "type": "string",
           "subtype": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "wildcardType": false,
           "wildcardSubtype": false
         },
         "messageBodyWorkers": {},
         "parent": "string",
         "providers": {},
         "bodyParts": [
           {
             "contentDisposition": {
               "type": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "fileName": "string",
               "creationDate": "2021-10-01T04:02:02.355Z",
               "modificationDate": "2021-10-01T04:02:02.355Z",
               "readDate": "2021-10-01T04:02:02.355Z",
               "size": 0
             },
             "entity": {},
             "headers": {
               "additionalProp1": [
                 "string"
                ],
               "additionalProp2": [
                 "string"
                ],
               "additionalProp3": [
                 "string"
                ]
             },
             "mediaType": {
               "type": "string",
               "subtype": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "wildcardType": false,
               "wildcardSubtype": false
             },
             "messageBodyWorkers": {},
             "parent": "string",
             "providers": {},
             "parameterizedHeaders": {
               "additionalProp1": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp2": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp3": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ]
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          ],
         "parameterizedHeaders": {
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                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp2": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp3": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ]
         }
       },
       "providers": {},
       "name": "string",
       "value": "string",
       "formDataContentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0,
         "name": "string"
       },
       "simple": false,
       "parameterizedHeaders": {
         "additionalProp1": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp2": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp3": [
           {
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             "parameters": {
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               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ]
       }
     }
    ],
   "additionalProp3": [
     {
       "contentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0
       },
       "entity": {},
       "headers": {
         "additionalProp1": [
           "string"
          ],
         "additionalProp2": [
           "string"
          ],
         "additionalProp3": [
           "string"
          ]
       },
       "mediaType": {
         "type": "string",
         "subtype": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "wildcardType": false,
         "wildcardSubtype": false
       },
       "messageBodyWorkers": {},
       "parent": {
         "contentDisposition": {
           "type": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "fileName": "string",
           "creationDate": "2021-10-01T04:02:02.355Z",
           "modificationDate": "2021-10-01T04:02:02.355Z",
           "readDate": "2021-10-01T04:02:02.355Z",
           "size": 0
         },
         "entity": {},
         "headers": {
           "additionalProp1": [
             "string"
            ],
           "additionalProp2": [
             "string"
            ],
           "additionalProp3": [
             "string"
            ]
         },
         "mediaType": {
           "type": "string",
           "subtype": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "wildcardType": false,
           "wildcardSubtype": false
         },
         "messageBodyWorkers": {},
         "parent": "string",
         "providers": {},
         "bodyParts": [
           {
             "contentDisposition": {
               "type": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "fileName": "string",
               "creationDate": "2021-10-01T04:02:02.355Z",
               "modificationDate": "2021-10-01T04:02:02.355Z",
               "readDate": "2021-10-01T04:02:02.355Z",
               "size": 0
             },
             "entity": {},
             "headers": {
               "additionalProp1": [
                 "string"
                ],
               "additionalProp2": [
                 "string"
                ],
               "additionalProp3": [
                 "string"
                ]
             },
             "mediaType": {
               "type": "string",
               "subtype": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "wildcardType": false,
               "wildcardSubtype": false
             },
             "messageBodyWorkers": {},
             "parent": "string",
             "providers": {},
             "parameterizedHeaders": {
               "additionalProp1": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp2": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp3": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ]
             }
           }
          ],
         "parameterizedHeaders": {
           "additionalProp1": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp2": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp3": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ]
         }
       },
       "providers": {},
       "name": "string",
       "value": "string",
       "formDataContentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-10-01T04:02:02.355Z",
         "modificationDate": "2021-10-01T04:02:02.355Z",
         "readDate": "2021-10-01T04:02:02.355Z",
         "size": 0,
         "name": "string"
       },
       "simple": false,
       "parameterizedHeaders": {
         "additionalProp1": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp2": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ],
         "additionalProp3": [
           {
             "value": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             }
           }
          ]
       }
     }
    ]
 },
 "parameterizedHeaders": {
   "additionalProp1": [
     {
       "value": "string",
       "parameters": {
         "additionalProp1": "string",
         "additionalProp2": "string",
         "additionalProp3": "string"
       }
     }
    ],
   "additionalProp2": [
     {
       "value": "string",
       "parameters": {
         "additionalProp1": "string",
         "additionalProp2": "string",
         "additionalProp3": "string"
       }
     }
    ],
   "additionalProp3": [
     {
       "value": "string",
       "parameters": {
         "additionalProp1": "string",
         "additionalProp2": "string",
         "additionalProp3": "string"
       }
     }
    ]
 }
}

Response body

{
 "id": "string",
 "type": "string",
 "activityType": "string",
 "note": "string",
 "createDate": "string",
 "submitter": "string",
 "viewAccess": false,
 "attachmentCount": 0,
 "attachments": [
   {
     "id": "string",
     "fileSize": 0,
     "thumbnail": "string",
     "fileContentType": "string",
     "fileName": "string",
     "downloadUrl": "string",
     "attachmentReference": {
       "dataSource": "string",
       "attachmentFieldId": "string",
       "dataSourceId": "string"
     }
   }
  ]
}

The following example demonstrate how to perform the operations by using Postman client.

Before you begin

Make sure that you have a valid authentication token. For more information, see Access-and-authentication-for-the-simplified-REST-API.

To search and update a problem investigation

  1. Open the Postman - REST Client.
  2. Depending on your goal, set the request URL and method as any of the following:

    Goal

    Method

    Sample URL

    To retrieve the details of a work note from a ticket

    GET

    https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/worknote/<type>/<ID>?startIndex=<StartIndex>&pageSize=<pageSize>

    To add a work note to a ticket

    POST

    https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/worknote/<type>/<ID>

    The following are the parameters:

    Parameter

    Type

    Description

    Type

    String

    Specify any of the following ticket types:

    • Incident
    • Problem
    • Change

    ID

    String

    The ID of the ticket. For example: INC000000000102.

    startIndex

    Integer

    This is an optional parameter to specify the start index.

    pageSize

    Integer

    This is an optional parameter to specify the page size for the result.

  3. Click Headers.
  4. Enter the following data as key value pairs in the header:

    Key

    Value

    X-Requested-By

    XMLHttpRequest

    Content-Type

    application/json

  5. Perform the following steps only if you want to add a work note to a ticket:
    1. On the Body tab, select raw.
    2. From the list, select JSON.
    3. Enter the JSON.
      For example:

      Click here to expand...
      {
       "contentDisposition": {
         "type": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "fileName": "string",
         "creationDate": "2021-09-08T11:04:17.594Z",
         "modificationDate": "2021-09-08T11:04:17.594Z",
         "readDate": "2021-09-08T11:04:17.594Z",
         "size": 0
       },
       "entity": {},
       "headers": {
         "additionalProp1": [
           "string"
          ],
         "additionalProp2": [
           "string"
          ],
         "additionalProp3": [
           "string"
          ]
       },
       "mediaType": {
         "type": "string",
         "subtype": "string",
         "parameters": {
           "additionalProp1": "string",
           "additionalProp2": "string",
           "additionalProp3": "string"
         },
         "wildcardType": false,
         "wildcardSubtype": false
       },
       "messageBodyWorkers": {},
       "parent": {
         "contentDisposition": {
           "type": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "fileName": "string",
           "creationDate": "2021-09-08T11:04:17.594Z",
           "modificationDate": "2021-09-08T11:04:17.594Z",
           "readDate": "2021-09-08T11:04:17.594Z",
           "size": 0
         },
         "entity": {},
         "headers": {
           "additionalProp1": [
             "string"
            ],
           "additionalProp2": [
             "string"
            ],
           "additionalProp3": [
             "string"
            ]
         },
         "mediaType": {
           "type": "string",
           "subtype": "string",
           "parameters": {
             "additionalProp1": "string",
             "additionalProp2": "string",
             "additionalProp3": "string"
           },
           "wildcardType": false,
           "wildcardSubtype": false
         },
         "messageBodyWorkers": {},
         "parent": "string",
         "providers": {},
         "bodyParts": [
           {
             "contentDisposition": {
               "type": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "fileName": "string",
               "creationDate": "2021-09-08T11:04:17.594Z",
               "modificationDate": "2021-09-08T11:04:17.594Z",
               "readDate": "2021-09-08T11:04:17.594Z",
               "size": 0
             },
             "entity": {},
             "headers": {
               "additionalProp1": [
                 "string"
                ],
               "additionalProp2": [
                 "string"
                ],
               "additionalProp3": [
                 "string"
                ]
             },
             "mediaType": {
               "type": "string",
               "subtype": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "wildcardType": false,
               "wildcardSubtype": false
             },
             "messageBodyWorkers": {},
             "parent": "string",
             "providers": {},
             "parameterizedHeaders": {
               "additionalProp1": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp2": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ],
               "additionalProp3": [
                 {
                   "value": "string",
                   "parameters": {
                     "additionalProp1": "string",
                     "additionalProp2": "string",
                     "additionalProp3": "string"
                   }
                 }
                ]
             }
           }
          ],
         "parameterizedHeaders": {
           "additionalProp1": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp2": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ],
           "additionalProp3": [
             {
               "value": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               }
             }
            ]
         }
       },
       "providers": {},
       "bodyParts": [
         {
           "contentDisposition": {
             "type": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             },
             "fileName": "string",
             "creationDate": "2021-09-08T11:04:17.594Z",
             "modificationDate": "2021-09-08T11:04:17.594Z",
             "readDate": "2021-09-08T11:04:17.594Z",
             "size": 0
           },
           "entity": {},
           "headers": {
             "additionalProp1": [
               "string"
              ],
             "additionalProp2": [
               "string"
              ],
             "additionalProp3": [
               "string"
              ]
           },
           "mediaType": {
             "type": "string",
             "subtype": "string",
             "parameters": {
               "additionalProp1": "string",
               "additionalProp2": "string",
               "additionalProp3": "string"
             },
             "wildcardType": false,
             "wildcardSubtype": false
           },
           "messageBodyWorkers": {},
           "parent": "string",
           "providers": {},
           "parameterizedHeaders": {
             "additionalProp1": [
               {
                 "value": "string",
                 "parameters": {
                   "additionalProp1": "string",
                   "additionalProp2": "string",
                   "additionalProp3": "string"
                 }
               }
              ],
             "additionalProp2": [
               {
                 "value": "string",
                 "parameters": {
                   "additionalProp1": "string",
                   "additionalProp2": "string",
                   "additionalProp3": "string"
                 }
               }
              ],
             "additionalProp3": [
               {
                 "value": "string",
                 "parameters": {
                   "additionalProp1": "string",
                   "additionalProp2": "string",
                   "additionalProp3": "string"
                 }
               }
              ]
           }
         }
        ],
       "fields": {
         "additionalProp1": [
           {
             "contentDisposition": {
               "type": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "fileName": "string",
               "creationDate": "2021-09-08T11:04:17.594Z",
               "modificationDate": "2021-09-08T11:04:17.594Z",
               "readDate": "2021-09-08T11:04:17.594Z",
               "size": 0
             },
             "entity": {},
             "headers": {
               "additionalProp1": [
                 "string"
                ],
               "additionalProp2": [
                 "string"
                ],
               "additionalProp3": [
                 "string"
                ]
             },
             "mediaType": {
               "type": "string",
               "subtype": "string",
               "parameters": {
                 "additionalProp1": "string",
                 "additionalProp2": "string",
                 "additionalProp3": "string"
               },
               "wildcardType": false,
               "wildcardSubtype": false
             },
             "messageBodyWorkers": {},
             "parent": {
               "contentDisposition": {
                 "type": "string",
                 "parameters": {
                   "additionalProp1": "string",
                   "additionalProp2": "string",
                   "additionalProp3": "string"
                 },
                 "fileName": "string",
                 "creationDate": "2021-09-08T11:04:17.594Z",
                 "modificationDate": "2021-09-08T11:04:17.594Z",
                 "readDate": "2021-09-08T11:04:17.594Z",
                 "size": 0
               },
               "entity": {},
               "headers": {
                 "additionalProp1": [
                   "string"
                  ],
                 "additionalProp2": [
                   "string"
                  ],
                 "additionalProp3": [
                   "string"
                  ]
               },
               "mediaType": {
                 "type": "string",
                 "subtype": "string",
                 "parameters": {
                   "additionalProp1": "string",
                   "additionalProp2": "string",
                   "additionalProp3": "string"
                 },
                 "wildcardType": false,
                 "wildcardSubtype": false
               },
               "messageBodyWorkers": {},
               "parent": "string",
               "providers": {},
               "bodyParts": [
                 {
                   "contentDisposition": {
                     "type": "string",
                     "parameters": {
                       "additionalProp1": "string",
                       "additionalProp2": "string",
                       "additionalProp3": "string"
                     },
                     "fileName": "string",
                     "creationDate": "2021-09-08T11:04:17.594Z",
                     "modificationDate": "2021-09-08T11:04:17.594Z",
                     "readDate": "2021-09-08T11:04:17.594Z",
                     "size": 0
                   },
                   "entity": {},
                   "headers": {
                     "additionalProp1": [
                       "string"
                      ],
                     "additionalProp2": [
                       "string"
                      ],
                     "additionalProp3": [
                       "string"
                      ]
                   },
                   "mediaType": {
                     "type": "string",
                     "subtype": "string",
                     "parameters": {
                       "additionalProp1": "string",
                       "additionalProp2": "string",
                       "additionalProp3": "string"
                     },
                     "wildcardType": false,
                     "wildcardSubtype": false
                   },
                   "messageBodyWorkers": {},
                   "parent": "string",
                   "providers": {},
                   "parameterizedHeaders": {
                     "additionalProp1": [
                       {
                         "value": "string",
                         "parameters": {
                           "additionalProp1": "string",
                           "additionalProp2": "string",
                           "additionalProp3": "string"
                         }
                       }
                      ],
                     "additionalProp2": [
                       {
                         "value": "string",
                         "parameters": {
                           "additionalProp1": "string",
                           "additionalProp2": "string",
                           "additionalProp3": "string"
                         }
                       }
                      ],
                     "additionalProp3": [
                       {
                         "value": "string",
                         "parameters": {
                           "additionalProp1": "string",
                           "additionalProp2": "string",
                           "additionalProp3": "string"
                         }
                       }
                      ]
                   }
                 }
                ],
               "parameterizedHeaders": {
                 "additionalProp1": [
                   {
                     "value": "string",
                     "parameters": {
                       "additionalProp1": "string",
                       "additionalProp2": "string",
                       "additionalProp3": "string"
                     }
                   }
                  ],
                 "additionalProp2": [
                   {
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