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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

Sample XML Input(End Customer Address Group in input)

Sample JSON Input

Sample JSON Input (End Customer Address Group in input)

Sample Output

Sample XML Output

Sample JSON Output

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