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Save a Case

For any incident in Service Now, you can modify the settings to submit the incident to create a case such as the priority and the e-mail list associated with a case. Once modified, use this API to save the case to the Case Manager.

URI

https://[host]/api/juniper/servicenow/incident-management/incidents/{id}/saveCase (HTTP method = POST)

URI Parameters

Parameter	Type	Required	Description
id	Integer	Yes	ID of the incident for which associated case must be saved

Consumes

application/vnd.juniper.servicenow.incident-management.incident+xml;version=3;charset=UTF-8
application/vnd.juniper.servicenow.incident-management.incident+json;version=3;charset=UTF-8

Request Elements

Element	Type	Description
siteId	String	Site ID associated with the incident This field is mandatory if Service Now is operating in Partner Proxy or Direct mode.
caseCreationUserName	String	ID of user who submits the incident to JSS for creating the case you must also include the caseCreationPassword element If you include this element in the request. Note: This element is not mandatory if Service Now is operating in the End Customer mode
caseCreationPassword	String	Password of user who submits the incident to JSS for creating the case The password should be Base64 encrypted. Note: This element is not mandatory if Service Now is operating in the End Customer mode
customerTrackingNumber	String	Number provided for tracking the case created in JSS for the incident. Note: This element is not mandatory if Service Now is operating in the End Customer mode
priority	String	Priority of the case created for the incident (values are case-sensitive): Possible values: 1 - Critical 2 - High 3 - Medium 4 - Low
followUpMethod	String	Follow-up method for the incident Possible values: EMAIL_FULL_TEXT_UPDATE EMAIL_SECURE_LINK PHONE_CALL Note: This element is not mandatory if Service Now is operating in the End Customer mode.
synopsisComments	String	Synopsis of the incident
customerComments	String	Comments provided by the customer
caseCCList	email	Collection of e-mail IDs to which notifications related to the incident must be sent
email	String	E-mail ID of a user to whom notifications related to the incident must be sent
addressGroup	addressGroup	Address Group associated with the organization in which the incident was generated Note: This object is optional for an RMA incident. If Service Now is operating in Partner Proxy mode, Service Now partner can override the
href	String	Link to the address group
coreFiles	coreFile	Collection of core files associated with the incident
coreFile	coreFile	A core file associated with the incident
fileName	String	Name of the core file

Produces

application/vnd.juniper.servicenow.incident-management.servicenowmsg+xml;version=3
application/vnd.juniper.servicenow.incident-management.servicenowmsg+json;version=3

Response Elements

Element	Type	Description
msg	String	Status message of the save case job

Sample Input

Sample XML Input

<incident>
     <siteId>CJ18841</siteId>
     <caseCreationUserName>user@example.com</caseCreationUserName>
     <caseCreationPassword>password</caseCreationPassword>
     <customerTrackingNumber>ck23b274</customerTrackingNumber>
     <priority>Critical</priority>
     <followUpMethod>Email Full Text Update</followUpMethod>
     <synopsisComments>
          These are my synopsis comments here
     </synopsisComments>
     <customerComments>
          These are my customer comments here
     </customerComments>
     <caseCCList>
          <email>biruk@mycompany.com</email>
          <email>apathodia@mycompany.com</email>
     </caseCCList>
<addressGroup href="/api/juniper/servicenow/address-group-management/addressGroups/11501570"/>
<coreFiles>
			<coreFile>
			<fileName>/var/tmp/snmpd.core-tarball.1.tgz</filename>
			</coreFile>
</coreFiles>
<deleteCoreFiles>true</deleteCoreFiles>
</incident>

Sample XML Input(End Customer Address Group in input)

<incident>
			<siteId>CJ18841</siteId>
			<caseCreationUserName>user@example.com</caseCreationUserName>
			<caseCreationPassword>password</caseCreationPassword>
			<customerTrackingNumber>ck23b274</customerTrackingNumber>
			<priority>Critical</priority>
			<followUpMethod>Email Full Text Update</followUpMethod>
			<synopsisComments>
				These are my synopsis comments here
			</synopsisComments>
			<customerComments>
				These are my customer comments here
			</customerComments>
			<caseCCList>
				<email>biruk@juniper.net</email>
				<email>apathodia@juniper.net</email>
			</caseCCList>
			<endCustomerAddressGroup href="/api/juniper/servicenow/address-group-management/endCustomerAddressGroups/ 20000002"/>
</incident>

Sample JSON Input

{
   "incident":{
      "siteId":"CJ18841",
      "caseCreationUserName":"user@example.com",
      "caseCreationPassword":"password",,
      "customerTrackingNumber":"ck23b274",
      "priority":"Critical",
      "followUpMethod":"Email Full Text Update",
      "synopsisComments":"These are my synopsis comments here",
      "customerComments":"These are my customer comments here",
      "caseCCList":{
         "email":[
            "biruk@juniper.net",
            "apathodia@juniper.net"
         ]
      }
"addressGroup": { "@href": "/api/juniper/servicenow/address-group-management/addressGroups/11501570" }
   }
}

Sample JSON Input (End Customer Address Group in input)

{
  "incident": {
    "siteId": "CJ18841",
    "caseCreationUserName": "user@example.com",
    "caseCreationPassword": "password",
    "customerTrackingNumber": "ck23b274",
    "priority": "Critical",
    "followUpMethod": "Email Full Text Update",
    "synopsisComments": "These are my synopsis comments here",
    "customerComments": "These are my customer comments here",
    "caseCCList": {
      "email": [
        "biruk@juniper.net",
        "apathodia@juniper.net"
      ]
    },
    "endCustomeraddressGroup": { "@href": "/api/juniper/servicenow/address-group-management/endCustomerAddressGroups/11501570" }
  }
}

Sample Output

Sample XML Output

<servicenowmsg>
	<msg Case saved successfully</msg>
</servicenowmsg>

Sample JSON Output

{
   "servicenowmsg":{
      "msg":" Case saved successfully"
   }
}

Response Status Code

Message	Description
500 Internal Server Error	One of the following: Cases cannot be saved or submitted because Service Now is in offline mode An incident with the same customer tracking number already exists.
404 Not Found	One of the following: Invalid incident ID. Incident not found.
400 Bad Request	One of the following: The case cannot be saved because the case has already been submitted or closed. Site ID is mandatory and has not been specified. Username and password both are required. Invalid followUpMethod. Invalid priority. Invalid email address. Device is not associated to the end customer address group

Message

Description

500 Internal Server Error

One of the following:

Cases cannot be saved or submitted because Service Now is in offline mode
An incident with the same customer tracking number already exists.

404 Not Found

One of the following:

Invalid incident ID.
Incident not found.

400 Bad Request

One of the following:

The case cannot be saved because the case has already been submitted or closed.
Site ID is mandatory and has not been specified.
Username and password both are required.
Invalid followUpMethod.
Invalid priority.
Invalid email address.
Device is not associated to the end customer address group

TechLibrary

Related Documentation

Save a Case

Related Documentation

Modified: 2016-08-11