CA Service Management

Hello everyone.

I'm trying to update status of a Ticket using REST. But when a status transition need comment, I receive the message error:

     "An activity log comment is required in order to set the status to 'Aberta'."

After insert a comment log using REST and try again, the same errors appears.

Anybody already did that? I tried to check mobile demo and same error occurs.

It Works

Just need to add status_comment_f on payload. This going to create a status comment without a custom comment.

1 - Encrypt the username and password using BASE64 using the format: [username]:[password]

     If your username is: "joe.doe" and your password is "Hello123" encrypt that using this format: "joe.doe:Hello123"

     Tip: You can use a website do encrypt for you if you want to.

     As result, you going to have something like "am9lLmRvZTpIZWxsbzEyMw==". This will be used on Authorization method.

2 - create a POST Method to make the REST login:

URI:
http://[HOSTNAME]:[Port - default is 8050]/caisd-rest/rest_access

Headers:
Accept: application/json
Content-Type: application/json; charset=UTF-8
Authorization: Basic [Login + Password using BASE64 Encrypt]

Payload:
{ "rest_access": null }

You'll receive the session ID to use the other methods.

3 - create a PUT Method to update the ticket as commented below:

URI:
http://[HOSTNAME]:[Port - default is 8050]/caisd-rest/cr/[Request ID]


Headers:
X-AccessKey: [Session ID created using rest_acess]
Accept: application/json
Content-Type: application/json; charset=UTF-8


Payload:
{
  "cr": {
    "status_comment_f": "1",
    "status": { "@REL_ATTR": "WIP" },
    "last_mod_by": { "@REL_ATTR": "U'************************'" },
    "last_mod_dt": "1446141596"
  }
}

Each field detailed:

status_comment_f: Use 1 to enforce the status comment information

status: the code of new status

last_mod_by: the UUID of the contact who update the ticket

last_mod_dt: actual time using EPOCH format (if you don't know what EPOCH is, check document created by TMACUL)

4 - Create a log comment using POST method:

URI:
http://[HOSTNAME]:[PORT - default is 8050]/caisd-rest/alg


Headers:
X-AccessKey: [Session ID created using rest_acess]
Accept: application/json
Content-Type: application/json; charset=UTF-8

Payload
{
  "alg": {
    "analyst": { "@REL_ATTR": "[UUID of Analyst]" },
    "call_req_id": { "@REL_ATTR": "[CR Persistent ID]" },
    "description": "Comment Example",
    "internal": "0",
    "k_tool":"PDM",
    "tenant": { "@REL_ATTR": "'[TENANT UUID]'" },
    "type": { "@REL_ATTR": "LOG" },
    "time_spent": "0"
  }
}

Hope this help

(Thanks for help Jon_Israel and Chi_Chen)