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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

Sample XML Input Using End-Customer Address Group

Sample JSON Input Using Address Group

Sample JSON Input Using End-Customer Address Group

Sample Output

Sample XML Output

Sample JSON Output

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.