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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.

    Modified: 2018-04-18