High-level API Model

The following illustrates a high-level view of the Case API framework. This framework allows you to integrate your ticketing system with Juniper’s Support CRM system. This a B2B integration. Two authentication mechanisms are supported. An authentication phase followed by a request/response is the typical flow.

The architecture supports a push notification model. Clients receive asynchronous updates immediately on case updates. Push Notification is also called the Publish/Subscribe model. A polling model is not supported. See Push Notifications.

There are 10 Case APIs and two push notifications. See Case API Descriptions for an overview.

The APIs are RESTful, the data format is JSON and the transport is HTTPS (TLS 1.2+).

Create Case Model

The following shows the API interactions for the createSR API request.

Update Case Model

The following shows the API interactions for the update API requests (updateSR, escalateSR, closeSR).

Query Case Model

The following shows the API interactions for the query API requests (querySR, queryNote, queryRMA).

Rate Limit

Rate Limit is defined as the maximum number of Case API requests that can be submitted per hour. Each client will be permitted a maximum of 300 requests/hour. Upon receipt of a request the rate of requests is calculated and if it exceeds 300 requests/hour the request will not be processed and a rate limit exceeded error is sent.