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Submit a Case

After reviewing an incident, you can use this API to submit the incident to Juniper Support Systems (JSS) or Serivce Now partner to create a Juniper Technical Assistance Center (JTAC) case.

URI

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

URI Parameters

Parameter	Type	Required	Description
id	Integer	yes	ID of the Incident

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

Response Elements

Element	Type	Description
status	String	Status of the submit a case job
desc	String	Description of the job status
keys	key	Collection of case IDs
key	Integer	ID of a case
exceptions	exception	Collection of exceptions that occurred while submitting the case
exception	exception	An exception
severity	String	Severity of the exception
code	String	Exception code
desc	String	Description of the exception
keys	key	Collection of case IDs for which the exception was raised
key	Integer	ID of a case

Sample Input

Sample XML Input Using Address Group

<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>
     <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 Using End-Customer Address Group

<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 Using Address Group

{
  "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" }
   }
"coreFiles": {
      "coreFile": [
        {
          "fileName": "/var/tmp/snmpd.core-tarball.1.tgz"
        }
      ]
 }
}

Sample JSON Input Using End-Customer Address Group

{
  "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>
  <status>
    <desc>Case submitted successfully</desc>
    <keys>
      <key>2588673</key>
    </keys>
  </status>
</servicenowmsg>

<servicenowmsg>
  <exceptions>
	     <exception>
		          <severity>WARN</severity>
	 <code>1210</code>
    	 <desc> "Duplicate message found." </desc>
   	 <keys>
      	     <key>2588673</key>
           </keys>
  	</exception>
   </exceptions>
</servicenowmsg>

Sample JSON Output

{
   "servicenowmsg":{
      "status":{
         "desc":"Case submitted successfully",
         "keys":{
            "key":2588673
         }
      }
   }
}

{
   "servicenowmsg":{
      "exceptions":{
         "exception":{
            "severity":"WARN",
            "code":"1210",
            "desc":"Duplicate message found.",
            "keys":{
               "key":"2588673"
            }
         }
      }
   }
}

Response Status Code

Message	Description
404 Not Found	Invalid incident ID.
400 Bad Request	One of the following: The case cannot be submitted because the case has already been submitted or closed. Site ID is required but is not specified. Username and password are both required. One or both is not specified. Invalid follow-up method. Invalid priority. Invalid e-mail ID. The device is not associated to the end customer address group.
500 Internal Server Error	One of the following: The case cannot be submitted because Service Now is operating in Demo mode. The case cannot be saved or submitted because Service Now is in offline mode. An incident with the same customer tracking number exists.

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Submit a Case

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Modified: 2018-04-18