Create a Service Request

Here is an example to create a Service Request.

URL	https://{tenant url}/api/rest/ServiceRequest/new
Method	POST
Header Name	Authorization: JWT Token/Session Key/REST API Key
Request Payload	Click to view the Request Payload { "attachmentsToDelete": [], "attachmentsToUpload": [], "parameters": {}, "delayedFulfill": false, "formName": "ServiceReq.ResponsiveAnalyst.DefaultLayout", "saveReqState": false, "serviceReqData": { "Subject": "SR from RESTAPI", "Symptom": "Test02" }, "strCustomerLocation": "West", "strUserId": "2F851094BFE5437C97D19871D1C539C7", "subscriptionId": "0C1780F4EC814CB2B8E045325D8CFB66", "localOffset": -330 } For details on how to fetch the values for these fields, see Field Values and Parameters. All the fields shown in this example are mandatory, the API will return an error if any of the field is missing. However, the value for attachmentsToDelete will be blank when executing Create Service Request API.
Status Code	200
Response Payload	Click to view the Response Payload { "IsSuccess": true, "ErrorText": "", "ServiceRequests": [ { "bNew": true, "strSubscriptionRecId": "0C1780F4EC814CB2B8E045325D8CFB66", "strRequestRecId": "6730C50F527A481A81FFE15D7D60725F", "strIssueRecId": null, "strRequestNum": "10288", "strName": "MinimalSR", "strStatus": null, "strStatusId": null, "strService": null, "strServiceId": null, "strDetails": null, "parameterTemplateParameterIds": {}, "DateApproved": null, "DateCancelled": null, "DateCompleted": null } ], "InvalidServiceRequests": {} }

To fetch the value for strCustomerLocation and strUserId, execute the API - https://{tenant URL}/api/odata/businessobject/Frs_CompositeContract_Contacts?$filter=NetworkUserName eq '{your user name}'

From the response that you get - the value for Employee Location will be your strCustomerLocation value and the value for RecID will be your strUserId value.

To fetch the value for subscriptionId, execute the API - https://{tenant URL}/api/rest/Template/<User_RecId>/_All_

This will give you all the published templates in Service Catalog. From the response that you get - the value for strSubscriptionId will be your subscriptionId value.

The value for localoffset is the difference in minutes from the Coordinated Universal Time for a particular place. For example, if your location is India, your GMT/UTC is +5.30 hours which is 330 minutes, therefore, the localoffset value for your location is -330.

To fetch the RecID for a field, execute the API - https://{tenant url}/api/rest/ServiceRequest/PackageData/subscriptionId/strCustomerLocation.

From the response, look for lstParamCategories/lstParameters and expand it. All fields will have a RecID, expand the field to view it's RecID.

Field RecID

"parameters": {

// Checkbox

"par-{Parameter RecID}": "true",

// Text Field

"par-{Parameter RecID}": "Text Field",

// Text Area

"par-{Parameter RecID}": "Text Area",

// Drop Down

"par-{Parameter RecID}": "Scheduled",

"par-{Parameter RecID}-recId": "{Field RecID of Scheduled}",

// Time Field

"par-{Parameter RecID}": "{system generated time}",

// DateTime Field

"par-{Parameter RecID}": "{system generated time}",

// Pick List

"par-{Parameter RecID}": "Active",

"par-{Parameter RecID}-recId": "{Field RecID of Active}"

}

Sample Service Request with Parameters

Drop-down lists/pick-lists and Attachments work differently from other parameters. For details, see Drop-down and Pick-list and Attachments.

In case of drop-down and pick-list you will need the value's RecID, to fetch it execute the following API:

GET: {tenant_url}/api/rest/ServiceRequest/{Parameter_RecID}/ValidationList

Use Postman or a similar app instead of browser and set the Content-Type as application/json.

Example:

1.Execute - GET: {tenant_url}/api/rest/ServiceRequest/ 6B5A00312E00430AAF8769D1A27326C6/ValidationList

The response contains the Rec IDs of all values. For example, the RecID of the value Alex is "026221D7927F4104810ABF14672FCC3".

2.Use it for the parameter XYZ as given below:

"parameters": {

"par-A72D69AF2A9B420F874BA8A5A293EF17": "Alex",

"par-A72D69AF2A9B420F874BA8A5A293EF17-recId": "026221D7927F4104810ABF14672FCC3"

}

To upload attachments in Service Request, you will need the attachment's token.

To fetch the token execute the following API:

1.POST: api/rest/Attachment/newSR

Use Postman or a similar app instead of browser and set the Request Body as Form-data.

2.Copy the token from the response.

Using the token in the Service Request:

attachmentsToUpload: [["{token ID}", "<attachment file name"]]

Scenario: Trying to create a Service Request with empty request body.

Header Name:

Authorization: Sessionkey

Scenario: Trying to create a Service Request with invalid request body.

Header Name:

Authorization: Sessionkey

Scenario: Trying to create a Service Request with missing mandatory fields.

Header Name:

Authorization: Sessionkey

Scenario: When the application fails to save when trying to create a Service Request.

Header Name:

Authorization: Sessionkey