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/v2/worknote/incident/INC000000000102' \
-H 'accept: application/json'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/worknote/incident/INC000000000102

Response body

"{
    ""status"": ""Success"",
    ""recordCount"": 1,
    ""details"": [
        {
            ""note"": ""Adding image"",
            ""submitter"": ""Allen"",
            ""attachments"": [
                {
                    ""fileName"": ""icn_rewards.png"",
                    ""fileSize"": 1141,
                    ""downloadUrl"": ""api/com.bmc.dsm.itsm.itsm-rest-api/attachment/download/HPD:WorkLog/1000000351/AGGAA5V0FMHNBAR406EMR406EMLQ1S"",
                    ""id"": ""AGGAA5V0FMHNBAR406EMR406EMLQ1S"",
                    ""attachmentReference"": {
                        ""dataSourceId"": ""AGGAA5V0FMHNBAR406EMR406EMLQ1S"",
                        ""attachmentFieldId"": ""1000000351"",
                        ""dataSource"": ""HPD:WorkLog""
                    }
                }
            ],
            ""attachmentCount"": 1,
            ""id"": ""AGGAA5V0FMHNBAR406EMR406EMLQ1S"",
            ""type"": ""8000"",
            ""activityType"": ""user"",
            ""viewAccess"": false,
            ""createDate"": ""2022-06-30T11:33:58.000Z""
        }
    ]
}"

To add a work note to a ticket

cURL example

curl --location --request POST 'http://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/worknote/incident/INCI000000000010' \
--header 'X-Requested-By: XMLHttpRequest' \
--form 'file=@"/Users/Allen/Logs/LogFile.txt"' \
--form 'note="This is sample note with attachment"' \
--form 'infoType="4000"' \
--form 'access="true"'

Request URL

https://<Innovation Suite server URL>/api/com.bmc.dsm.itsm.itsm-rest-api/v2/worknote/incident/INC000000000010

Response body

{
   "status": "Success",
   "details": {
       "id": "AGGAA5V0FMHNBAR492L4R492L4WXLG"
   }
}

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

Open the Postman - REST Client.

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/v2/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/v2/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.

Click Headers.
Enter the following data as key value pairs in the header:
Key
Value
X-Requested-By
XMLHttpRequest
Content-Type
application/json
Perform the following steps only if you want to add a work note to a ticket:
1. On the Body tab, select form-data.
2. You can use files to provide additional information for the problem investigation.
Click Send.
The results are displayed on the response panel.