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 recommended knowledge articles and tickets

The following example demonstrates how you can use the BMC Helix ITSM simplified API to retrieve recommended knowledge articles and incidents for a specified incident or problem investigation.

The following parameters must be provided in the path:

Parameter

Type

Description

ID

String

Provide the incident or problem investigation ID for which you are trying to retrieve the recommended articles or incidents.

Ticket type

String

Specify whether you want to retrieve recommended articles or incidents. The options are:

  • Incident
  • Knowledge

Important

You must have BMC Helix ITSM: Knowledge Management to get the recommended knowledge articles. The API does not support BMC Helix Knowledge Management by ComAround.

Related topics

Integrating-third-party-applications-with-BMC-Helix-ITSM-by-using-the-platform-REST-API

Endpoints-in-the-simplified-REST-API

To retrieve recommended knowledge articles or incidents for a specified problem investigation.

cURL example

curl -X 'GET' \
 'https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/problem/PBI000000000102/recommended/knowledge' \
 -H 'accept: application/json'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/problem/PBI000000000102/recommended/knowledge

To retrieve recommended knowledge articles or incidents for a specified incident.

cURL example

curl -X 'GET' \
 'https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/incident/INC000000000102/recommended/knowledge' \
 -H 'accept: application/json'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/incident/INC000000000102/recommended/knowledge

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 retrieve the recommended knowledge articles or incidents

  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 recommended knowledge articles or incidents for a specified problem investigation.

    GET

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

    To retrieve recommended knowledge articles or incidents for a specified incident.

    GET

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

  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. Click Send.
    The results are displayed on the response panel.

 

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