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  • 1.  How to Update Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA

    Posted Aug 08, 2016 10:22 AM

    Hi team,

     

    How to update  Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA

     

    Please help on this.



  • 2.  RE: How to Update Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA

    Posted Aug 08, 2016 11:30 AM

    Hi Govind83,

    What are you wanting to update on the Incident?



  • 3.  RE: How to Update Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA

    Posted Aug 08, 2016 11:37 AM

    Incident Management Web Service

    • http://localhost/SD.IncidentManagementSimple/IncidentManagement.asmx

    Methods

    • CheckAutoStart 
    • CheckTimeoutsAndEscalations 
    • GetCurrentWorkflowTaskIDs 
    • GetCurrentWorkflowTasks 
    • InvokeOnTicketEditedRuleset 
    • InvokeOnTicketEditedRulesetAndReturnPID 
    • ReopenIncident 
    • SubmitIncident 
    • SubmitIncidentAndReturnPID 
    • SubmitIncidentWithWorkflowTrackingID 
    • TrackStatus 

     

    To update the Ticket you could create a custom Workflow Project which has inputs of SessionId and the value you want to update too, then perform the necessary actions.

    You could then call this Web Service from Java.



  • 4.  RE: How to Update Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA



  • 5.  RE: How to Update Incident(Ticket) using Altris ServiceDesk(7.5) API via JAVA

    Posted Aug 10, 2016 08:28 AM

    Govind83 you can check more details about API in https://www.symantec.com/connect/forums/creae-work-flow-update-status-existing-incident. Alex did a excellent comment to Create a Custom Decision Only Project.