This documentation supports the 23.3 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 create a ticket

The following example demonstrates how you can use the BMC Helix ITSM simplified API to create the tickets listed below:

  • Incident
  • Problem Investigation
  • Change

Related topics

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

Endpoints-in-the-simplified-REST-API


To create an incident

cURL example

curl -X 'POST' \
 'https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/incident' \
 -H 'accept: application/json' \
 -H 'Content-Type: application/json' \  
 -d '{
    "summary": "Printer is not working",
    "impact": 2000,
    "priority": 2,
    "urgency": 4000,
    "incidentType": 0,
    "assigneeGroupId": "SGP000000000010",
    "assigneeGroup": "Frontoffice Support",
    "assigneeSupportCompany": "Calbro Services",
    "assigneeSupportOrganization": "IT Support",
    "customer": {
        "loginId": "Allen"
    }
}'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/incident

Request Body

{
    "summary": "Printer is not working",
    "impact": 2000,
    "priority": 2,
    "urgency": 4000,
    "incidentType": 0,
    "assigneeGroupId": "SGP000000000010",
    "assigneeGroup": "Frontoffice Support",
    "assigneeSupportCompany": "Calbro Services",
    "assigneeSupportOrganization": "IT Support",
    "customer": {
        "loginId": "Allen"
    }
}

To create a problem

cURL example

curl --location --request POST '<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/problem' \

--header 'X-Requested-By: XMLHttpRequest' \
--header 'Content-Type: application/json' \
--data-raw '{
    "summary": "Sample problem is created",
    "description": "This is sample problem to test create problem api",
    "impact": 4000,
    "urgency": 4000,
    "siteId": "STE_SOLN0002846",
    "site": "Headquarters, Building 1.31",
    "siteGroup": "United States",
    "siteRegion": "Americas",
    "company": "Calbro Services"
}'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/problem

Request body

{
    "summary": "Sample problem is created",
    "description": "This is sample problem to test create problem api",
    "impact": 4000,
    "urgency": 4000,
    "siteId": "STE_SOLN0002846",
    "site": "Headquarters, Building 1.31",
    "siteGroup": "United States",
    "siteRegion": "Americas",
    "company": "Calbro Services"
}

To create a change

cURL example

curl --location --request POST '<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/change' \
--header 'X-Requested-By: XMLHttpRequest' \
--header 'Content-Type: application/json' \
--data-raw '{
    "summary": "Change the printer",
    "impact": 4000,
    "urgency": 1000,
    "status": 1,
    "locationCompany": "Petramco",
    "requestedFor": {
        "loginId": "PetramcoAllTicketMaster"
    },
    "coordinatorGroupId": "SGP000000000213",
    "coordinatorGroup": "Petramco Support Group1",
    "coordinatorGroupOrganization": "Petramco Support Org1",
    "coordinatorGroupCompany": "Petramco"
}'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/change

Request body


{
   "summary": "RFA Status From RestAPI1",
   "impact": 4000,
   "urgency": 1000,
   "status": 1,
   "locationCompany": "Petramco",
   "requestedFor": {
       "loginId": "PetramcoAllTicketMaster"
   },
   "changeManagerGroup": "Petramco Support Group1",
   "changeManagerGroupOrganization": "Petramco Support Org1",
   "changeManagerGroupCompany": "Petramco",
   "coordinator": {
       "loginId": "PetramcoCMManager"
   },
   "coordinatorGroupId": "SGP000000000213",
   "coordinatorGroup": "Petramco Support Group1",
   "coordinatorGroupOrganization": "Petramco Support Org1",
   "coordinatorGroupCompany": "Petramco"
}

The following example demonstrate how to perform the operation 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 create an incident by using the simplified REST API in the Postman client

  1. Open the Postman REST Client.
  2. Set the request URL as:
    https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/incident
  3. Select the operation as POST.
  4. Click Headers.

  5. Enter the following data as key value pairs in the header:

    Key

    Value

    X-Requested-By

    XMLHttpRequest

    Content-Type

    application/json

  6. Select raw.
  7. From the list, select JSON.

  8. Enter the JSON input for creating a incident.
    For example:

    "{
        ""fields"": [
            ""summary"",
            ""impact"",
            ""priority"",
            ""urgency"",
            ""incidentType"",
            ""customer"",
            ""assignee"",
            ""assigneeGroup"",
            ""assigneeGroupId"",
            ""assigneeSupportOrganization"",
            ""assigneeSupportCompany""
        ],
        ""summary"": ""Printer is not working"",
        ""impact"": 2000,
        ""priority"": 2,
        ""urgency"": 4000,
        ""incidentType"": 0,
        ""assigneeGroupId"": ""SGP000000000010"",
        ""assigneeGroup"": ""Frontoffice Support"",
        ""assigneeSupportCompany"": ""Calbro Services"",
        ""assigneeSupportOrganization"": ""IT Support"",
        ""customer"": {
            ""loginId"": ""Allen""
        }
    }"

    You can customize the create criteria by using either AND or OR in bindingExpression.

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

 

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