Tickets

Add response to a problem

Adds a response to a problem.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) can send id and loginName to change the default.
• Based on the setting Make default submission status of a pending request as open, the status of the Pending request will change to Open.
• A file attachment is limited to 50MB.

Add response to a service request

Adds a response to a service request.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) can send id and loginName to change the default.
• Based on the setting Make default submission status of a pending request as open, the status of the Pending request will change to Open.
• A file attachment is limited to 50MB.
• Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Add response to a time bound request

Adds a response to a time bound request.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) can send id and loginName to change the default.
• Based on the setting Make default submission status of a pending request as open, the status of the Pending request will change to Open.
• A file attachment is limited to 50MB.
• Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Add response to an incident

Adds a response to an incident.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) can send id and loginName to change the default.
• Based on the setting Make default submission status of a pending request as open, the status of the Pending request will change to Open.
• A file attachment is limited to 50MB.
• Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Add response to change request

Adds a response to a change request.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) can send id and loginName to change the default.
• Based on the setting Make default submission status of a pending request as open, the status of the Pending request will change to Open.
• A file attachment is limited to 50MB.
• Date format is yyyy-MM-ddTHH:mm:ssZ (GMT).

Add response to task

Adds a response to a task.

Notes

• For attachments, files must be converted to bytes stream with base64-encoding.
• The default creator (OpsRamp API User) uses id and loginName to change default settings.
• Make default submission status of a pending request as open, the status of the incident which is in Pending status will change to Open status.
• The maximum file attachment size is 50MB.

Close change request

Closes a change request.

Follow the steps before closing a change request:

Step 1: Check the status flow transition for Closed.

1. Login to OpsRamp.
2. Click Setup.
3. On the left-hand side panel, click Service Desk.
4. In Configuration, click Status Flows.
5. Check the status flow for the entity Change Request.
6. Check the transition of the status Closed. If Closed is available this indicates the change request can be closed; otherwise, the change request cannot be closed.

Step 2: Provide the reason for changing the status.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Status Change Reasons and then click Add.
4. Select the scope, client, request type and entity status as Closed, provide the reason and then click Submit.

Step 3: Enable the option to provide reason for closing a change request. This is normally an optional step. However, this step is required to provide a reason for closing the change request.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Settings.
4. Select client and then click Customize.
5. In Incident Request section, select option Enable reasons to change status Close and then click Save.

Notes

• Use the get change request API to check if status Closed and reasons to provide for Close are enabled. If under the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing an incident.
• Use the get status change reasons API to provide the reasons to Close. The reasons configured in status: Closed are accepted, but a new provided reason would result in an error.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Close incident

Closes an incident.

Follow the steps before closing an incident:

Step 1: Check the status flow transition for Closed.

1. Login to OpsRamp.
2. Click Setup.
3. On the left-hand side panel, click Service Desk.
4. In Configuration, click Status Flows.
5. Check the status flow for the entity Incidents.
6. Check the transition of the status Closed. If Closed is available this indicates the incident can be closed; otherwise, the incident cannot be closed.

Step 2: Provide the reason for changing the status.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Status Change Reasons and then click Add.
4. Select the scope, client, request type and entity status as Closed, provide the reason and then click Submit.

Step 3: Enable the option to provide reason for closing an incident. This is normally an optional step. However, this step is required to provide a reason for closing the incident.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Settings.
4. Select client and then click Customize.
5. In Incident Request section, select option Enable reasons to change status Close and then click Save.

Notes

• Use the get incident API to check if status Closed and reasons to provide for Close are enabled. If under the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing an incident.
• Use the get status change reasons API to provide the reasons to Close. The reasons configured in status: Closed are accepted, but a new provided reason would result in an error.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Close problem

Closes a problem.

Follow the steps before closing a problem:

Step 1: Check the status flow transition for Closed.

1. Login to OpsRamp.
2. Click Setup.
3. On the left-hand side panel, click Service Desk.
4. In Configuration, click Status Flows.
5. Check the status flow for the entity Problems.
6. Check the transition of the status Closed. If Closed is available this indicates the problem can be closed; otherwise, the problem cannot be closed.

Step 2: Provide the reason for changing the status.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Status Change Reasons and then click Add.
4. Select the scope, client, request type and entity status as Closed, provide the reason and then click Submit.

Step 3: Enable the option to provide reason for closing a problem.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Settings.
4. Select client and then click Customize.
5. In Problem Settings section, select option Enable reasons to change status Close and then click Save.

Notes

• Use the get problem API to check if status Closed and reasons to provide for Close are enabled. If under the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing a problem.
• Use the get status change reasons API to provide the reasons to Close. The reasons configured in status: Closed are accepted, but a new provided reason would result in an error.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Close service request

Closes a service request.

Follow the steps before closing a service request:

Step 1: Check the status flow transition for Closed.

1. Login to OpsRamp.
2. Click Setup.
3. On the left-hand side panel, click Service Desk.
4. In Configuration, click Status Flows.
5. Check the status flow for the entity Service Request.
6. Check the transition of the status Closed. If Closed is available this indicates the service request can be closed; otherwise, the service request cannot be closed.

Step 2: Provide the reason for changing the status.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Status Change Reasons and then click Add.
4. Select the scope, client, request type and entity status as Closed, provide the reason and then click Submit.

Step 3: Enable the option to provide reason for closing a service request.

This is normally an optional step. However, this step is required to provide a reason for closing the service request.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Settings.
4. Select client and then click Customize.
5. In Problem Settings section, select option Enable reasons to change status Close and then click Save.

Notes

• Use the get service request API to check if status Closed and reasons to provide for Close are enabled. If under the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing a service request. -Use the get status change reasons API to provide the reasons to Close. The reasons configured in status: Closed are accepted, but a new provided reason would result in an error.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Close task

Closes a task.

Perform these steps prior to closing a task:

1. To enable the option to provide reason for closing a task:
   1. Log into OpsRamp.
   2. Click Setup.
   3. On the left-hand side panel, click Service Desk.
   4. In Configuration, click Settings.
   5. Select client and then click Customize.
   6. In Tasks Settings section, select option Enable reasons to change status Close and then click Save.
2. Check the status flow transition for Closed.
   1. Click Setup.
   2. On the left-hand side panel, click Service Desk.
   3. In Configuration, click Status Flows.
   4. Check the status flow for the entity Tasks and check the transition of the status Closed. If Closed is unavailable, this indicates the task cannot be closed.
3. Provide the reason for changing the status:
   1. Click Setup.
   2. On the left-hand side panel, click Service Desk.
   3. In Configuration, click Status Change Reasons.
   4. Click Add,
   5. Select the scope, client, request type and entity status as Closed, provide the reason and click Submit.
4. Use Get Task API to check if status Closed and reasons to provide for Close are enabled. In sample response, in the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing a task.
5. Use the Get status change reasons API to provide reasons to Close. Only status: Closed reason is accepted, any other reason would result in an error.

Close time bound request

Closes a time bound request.

Follow the steps before closing a time bound request:

Step 1: To enable the option to provide reason for closing a time bound request.

1. Log into OpsRamp.
2. Click Setup.
3. On the left-hand side panel, click Service Desk.
4. In Configuration, click Settings.
5. Select client and then click Customize.
6. In the Time Bound Request section, select option Enable reasons to change status Close and then click Save.

Step 2: Check the status flow transition for Closed.

1. Click Setup.
2. On the left-hand panel, click Service Desk.
3. In Configuration, click Status Flows.
4. Check the status flow for the entity Time Bound and check the transition of the status Closed.
5. If Closed is unavailable, this indicates the time bound request cannot be closed.

Step 3: Provide the reason for changing the status.

1. Click Setup.
2. On the left-hand side panel, click Service Desk.
3. In Configuration, click Status Change Reasons.
4. Click Add, select the scope, client, request type, entity status as Closed and provide the reason and then click Submit.

Notes

• Use the get time bound request to check if status Closed and reasons to provide for Close are enabled. If under the field allowedStatus if name: Closed and reasonsEnabled: true, this indicates reasons should be provided for closing a time bound request.
• Use the get status change reasons to provide the reasons to Close. The reasons configured in status: Closed are accepted, but a new provided reason would result in an error.

Create and get ticket notes

Creates and gets ticket notes.

Create change request

Creates a change request.

Create change request categories

Creates categories for the change request entity type.

Creating categories and sub-categories helps organize identical change requests. This provides clarity and access to granularity of data. For example, a network category could help track how many network-related change requests are triggered in a week.

Create incident

Creates an incident.

Below are the steps to attach a business impact and urgency to an incident.

Step 1: Create the business impact and urgency from OpsRamp.

Instructions to create business impact:

1. Login to OpsRamp.
2. Click Setup.
3. On the left-hand side panel click Service Desk.
4. Click Business Impacts, select the client, and select the business impact status.
5. Click Add, provide name and description. Click Create.

Instructions to create Urgency:

1. Click Setup.
2. On the left-hand side panel and click Service Desk.
3. Click Urgencies, select the client and then select the urgency status.
4. Click Add, provide the name and description and then click Create.

Step 2: Use Get Business Impacts and Get Urgencies to fetch the business impacts and urgencies created.

Step 3: Provide the IDs in the request payload.

Create incident categories

Creates categories for the incident entity type.

Create problem

Creates a problem.

Create problem categories

Creates categories for the problem entity type.

Creating categories and sub-categories helps organize identical problems. This provides clarity and access to granularity of data. For example, a network category could help track how many network-related problems are triggered in a week.

Create service request

Creates a service request.

Create service request categories

Creates categories for the service request entity type.

Creating categories and sub-categories helps organize identical service requests. This provides clarity and access to granularity of data. For example, a network category could help track how many network-related service requests are triggered in a week.

Create task

Creates a task.

Create time bound request

Creates a time bound request.

Sample URLs

https://{api-url}/api/v2/tenants/client_7/timeBoundRequests

|Timezones|Timezones|Timezones| |——–| |Pacific/Asia|Pacific/Honolulu|America/Anchorage| |America/Los_Angeles|America/Denver|America/Chicago| |America/New_York|America/Puerto_Rico|America/St_Johns| |America/Buenos_Aires|Atlantic/Azores|GMT| |Europe/Paris|Europe/Istanbul|Africa/Addis_Ababa| |Asia/Tehran|Asia/Yerevan|Asia/Karachi| |Asia/Calcutta|Asia/Dacca|Asia/Saigon| |Asia/Shanghai|Asia/Tokyo|Australia/Darwin| |Australia/Sydney|Pacific/Guadalcanal|Pacific/Auckland|

Schedule Pattern Types

Define the time duration for the time bound request to occur once or repeatedly.

Define the time bound request to occur for one-time only:

{
	"type": "one-time",
	"startTime": "2016-04-10T12:15:00+0000",
	"endTime": "2016-04-10T12:15:00+0000",
	"timezone": "America/Los_Angeles"
}

Define the time bound request to occur repeatedly:

{
	"type": "recurring",
	"startTime": "2016-04-10T12:15:00+0000",
	"endTime": "2016-04-10T12:15:00+0000",
	"timezone": "America/Los_Angeles",
	"pattern": {
		"type": "daily",
		"dayFrequency": "everyday"
	}
}

Below are the recurrence schedule pattern types:

1. Daily

"pattern": {
		"type": "daily",
		"dayFrequency": "everyday"
	}

2. Weekly

"pattern": {
		"type": "weekly",
		"weekDays": "Monday"
}

3. Monthly

"pattern": {
		"type": "monthly",
		"dayOfMonth": "1",
		"weekIndex": "First",
		"dayOfWeek": "Monday"
}

Download change request response attachment

Downloads the response attachment attached to a change request.

Download incident response attachment

Downloadsthe response attached to an incident.

Download problem response attachment

Downloads the response attached to a problem.

Download service request response attachment

Downloads the response attached to a service request.

Download task response attachment

Downloads the response attached to a task.

Download time bound request response attachment

Downloads the response attached to a time bound request.

Get activity log of a change request

Gets user activities on a change request.

Notes

• (+) represents the next field and must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get activity log of a problem

Gets user activities on a problem.

Notes

• (+) represents the next field and must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get activity log of a service request

Gets user activities on a service request.

Notes

• (+) represents the next field and must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get activity log of a task

Gets a list of user activities on a task..

Notes

• (+) represents the next field and must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get activity log of a time bound request

Gets user activities on a time bound request.

Get activity log of an incident

Gets user activities on an incident.

Notes

• (+) represents the next field and must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get change request custom form

Gets the custom form for a change request.

Notes

Identify if the field is either a custom default field: customField: false/true.

• customField: True indicates the field is a custom field
• customField: False indicates the field is a default field

Get change request responses

Gets responses of a change request.

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Get custom field

Gets the details of a custom field.

Use the supported entities along with their class code:

Custom fields are user defined fields to include additional information of the entity.

Get custom fields

Gets details of custom fields attached to an entity.

Use the supported entities along with their class code:

Create custom fields for the entity and then use this endpoint to get the list of configured custom fields.

To create an ITSM entity, both Subject and Description are mandatory fields. Requested By, Assignee Group, and the other fields are optional. To include additional information, create custom fields for the respective entity from the following types of custom fields:

• Drop-down
• Text
• Multi-line text
• Numeric
• Checkbox
• Date
• Date-time

Get incident custom form

Gets the custom form for an incident.

Notes

Identify if the field is either a custom default field: customField: false/true.

• customField: True indicates the field is a custom field
• customField: False indicates the field is a default field

Get incident responses

Gets responses of an incident.

Query Variables

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Get problem custom form

Gets the custom form for a problem.

Notes

Identify if the field is either a custom default field: customField: false/true.

• customField: True indicates the field is a custom field
• customField: False indicates the field is a default field

Get problem responses

Gets responses of a problem.

Query Variables

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Get service desk list of categories

Gets the list of categories for an entity type.

Get service request custom form

Gets the custom form for a service request.

Notes

Identify if the field is either a custom default field: customField: false/true.

• customField: True indicates the field is a custom field
• customField: False indicates the field is a default field

Get service request responses

Gets responses of a service request.

Query Variables

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Get SLA policy

Gets the details of a service level agreement policy.

Notes

1. Sample responses for response time, resolution breach time, resolution remainders, and response remainders use seconds format.
2. SLA Polices are valid only for incident and service request ticket types.

Get task responses

Gets responses of a task.

Query Variables

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Get ticket status change reasons

Gets ticket status change reasons.

Get time bound responses

Gets responses of a time bound request.

Query Variables

Notes

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Get time-bound request custom form

Gets the custom form for a time-bound request.

Notes

Identify if the field is either a custom default field: customField: false/true.

• customField: True indicates the field is a custom field
• customField: False indicates the field is a default field

Manage change request

Gets and update change requests.

Manage forward mapping

Creates, updates, and gets forward mapping.

Manage incident

Updates and Gets incidents.

Manage incident business impact

Creates and gets an incident business impact.

Manage incident urgency

Create and gets urgencies for an incident.

Manage problem

Updates and gets a problem

Manage reverse mapping

Creates, updates, and gets reverse mappings.

Manage service request

Updates and gets a service request.

Manage ticket notes by ID

Updates, gets, and deletes ticket notes by ID.

Search change requests

Searches for change requests.

Search incidents

Searches for incidents.

Notes

The request parameter include is required to get the following information in the response:

• Custom fields
• Status flow.

Query Variables

Search problems

Searches problems.

Notes

The request parameter include is required to get the following information in the response:

• Custom fields
• Status flow Example: include=customFields, statusFlow

Query Variables

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned. There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Search service requests

Searches for service requests.

Notes

The request parameter include is required to get the following information in the response:

• Custom fields
• Status flow Example: include=customFields, statusFlow

Query Variables

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned. There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Search SLA policies

Gets a list of all service level agreement policies along with their details.

Query Variables

Notes

SLA policies are valid only for incident and service request. Sample responses for response time, resolution breach time, resolution remainders, and response remainders use seconds format.

There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Search tasks

Searches tasks.

Notes

The request parameter include is required to get the following information in the response:

• Custom fields
• Status flow Example: include=customFields, statusFlow

Query Variables

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned. There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Search time bound requests

Searches for time bound requests.

Notes

The request parameter include is required to get the following information in the response:

• Custom fields
• Status flow Example: include=customFields, statusFlow

Query Variables

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned. There are special characters that can be used in a query string:

• (+) represents the next field and must be URL-encoded.
• (:) represents equals. An example is key : value.
• Space characters must be URL-encoded.
• Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)

Update and get tasks

Updates and gets tasks.

Update and get time bound request

Updates and gets time bound requests.

Update change request category

Updates a category of the change request entity type.

Provide the unique ID of the category you would like to update. Use the get categories API to get the list of categories of the change request entity type.

In this API, the following actions can be performed on a category:

• Rename a category
• Assign child categories to a parent category
• Change the status of a parent category to a child category

A child category cannot be changed to a parent category using this API.

Do the following to change the status:

1. Log into OpsRamp.
2. On the left-hand side panel. Select Service Desk and then Categories.
3. Select entity select Change from the drop-down.
4. Click on the category name to view the category page.
5. Click Edit, select category type Parent, and then click Update.
6. The category is now updated as a parent category.

Update incident business impact

Updates incident business impact.

Update incident category

Updates a category of entity type incident.

In this API, the following actions can be performed on a category:

• Rename a category
• Assign child categories to a parent category -Change the status of a parent category to a child category

A child category cannot be changed to a parent category using this API.

Do the following to change the status:

1. Log into OpsRamp.
2. On the left-hand side panel. Select Service Desk and then Categories.
3. Select entity select Change from the drop-down.
4. Click on the category name to view the category page.
5. Click Edit, select category type Parent, and then click Update.
6. The category is now updated as a parent category.

Update problem category

Updates a category of the entity type problem.

Provide the unique ID of the category you would like to update. Use the get categories API to get the list of categories of the problem entity type.

In this API, the following actions can be performed on a category:

• Rename a category
• Assign child categories to a parent category
• Change the status of a parent category to a child category

A child category cannot be changed to a parent category using this API.

Do the following to change the status:

1. Log into OpsRamp.
2. On the left-hand side panel. Select Service Desk and then Categories.
3. Select entity select Change from the drop-down.
4. Click on the category name to view the category page.
5. Click Edit, select category type Parent, and then click Update.
6. The category is now updated as a parent category.

Update service request category

Updates a category of entity type service request.

In this API, the following actions can be performed on a category:

• Rename a category
• Assign child categories to a parent category
• Change the status of a parent category to a child category

A child category cannot be changed to a parent category using this API.

Do the following to change the status:

1. Log into OpsRamp.
2. On the left-hand side panel. Select Service Desk and then Categories.
3. Select entity select Change from the drop-down.
4. Click on the category name to view the category page.
5. Click Edit, select category type Parent, and then click Update.
6. The category is now updated as a parent category.

Update urgency

Updates urgency.