An API to share an incident tickets between Remedy and ServiceNow.
swagger: "2.0"
info:
version: "v1.0"
title: ServiceNow - Remedy Incident synchronisation
description: An API to share an incident tickets between Remedy and ServiceNow
schemes:
- http
host: "localhost:8080"
consumes:
- "application/json"
produces:
- "application/json"
paths:
/incident:
post:
tags:
- "Incident ticket"
summary: "Create a new ticket"
description: "Create a new ticket by specifying the 'originIncidentNumber'."
parameters:
- in: "body"
name: "body"
description: "Request body"
required: true
schema:
$ref: "#/definitions/newTicket"
responses:
201:
description: "Incident created"
schema:
$ref: "#/definitions/ticketResponse"
401:
description: "Not authenticated"
404:
description: "Not found"
407:
description: "Proxy system not authenticated"
500:
description: "Internal Server Error"
put:
tags:
- "Incident ticket"
summary: "Modify an existing ticket"
description: "This call is used to update a ticket that already exists by using the 'targetIncidentNumber'."
parameters:
- in: "body"
name: "body"
description: "Request body"
required: true
schema:
$ref: "#/definitions/updateTicket"
responses:
200:
description: "OK"
schema:
$ref: "#/definitions/ticketResponse"
401:
description: "Not authenticated"
404:
description: "Not found"
407:
description: "Proxy system not authenticated"
500:
description: "Internal Server Error"
definitions:
newTicket:
type: "object"
required:
- targetSystem
- originSystem
- transactionId
- callerId
- originIncidentNumber
- shortDescription
properties:
targetSystem:
type: "string"
description: "System receiving the request"
example: "REMEDYSA"
enum:
- "REMEDYSA"
- "SERVICENOW"
originSystem:
type: "string"
description: "System originating the request"
example: "SERVICENOW"
enum:
- "REMEDYSA"
- "SERVICENOW"
transactionId:
type: "string"
description: "Transaction identifier used by client"
example: "123ABC"
callerId:
type: "string"
description: "User from calling system"
example: "a.gonzalez.bogaz@accenture.com"
originIncidentNumber:
type: "string"
description: "Origin ticket identifier, this is the id of the ticket at the originating system"
example: "INC0011558"
shortDescription:
type: "string"
description: "Brief description about the ticket"
example: "Superman is sick"
detailedDescription:
type: "string"
description: "More detailed description of the ticket"
example: "Superman is sick because he was exposed to Kryptonite"
impact:
type: "string"
description: "Level of impact"
example: "1"
enum:
- "1"
- "2"
- "3"
- "4"
urgency:
type : "string"
description : "Level of urgency"
example : "3"
enum:
- "1"
- "2"
- "3"
- "4"
interface:
type: "string"
description: "interface applicable to requests for RemedySA"
example: "interface"
signalName:
type: "string"
description: "signalName applicable to requests for RemedySA"
example: "signalName"
attachmentFilename:
type: "string"
description: "Name of file being attached"
example: "image1.png"
attachmentData:
type: "string"
format: "base64"
description: "Attachment data encoded in base64"
example: "fdgrdvh22dhv2dhtdt3h35th4"
updateTicket:
type: "object"
required:
- transactionId
- originSystem
- targetSystem
- targetIncidentNumber
properties:
transactionId:
type: "string"
description: "Transaction identifier used by client"
example: "123ABC"
originSystem:
type: "string"
description: "System originating the request"
example: "SERVICENOW,REMEDYSA"
targetSystem:
type: "string"
description: "System receiving the request"
example: "REMEDYSA,SERVICENOW"
targetIncidentNumber:
type: "string"
description: "Incident number at the target system"
example: "INC0011964"
shortDescription:
type: "string"
description: "Brief description about the ticket"
example: "Superman is sick"
detailedDescription:
type: "string"
description: "More detailed description of the ticket"
example: "Superman is sick because he was exposed to Kryptonite"
impact:
type: "string"
description: "Level of impact"
example: "1"
enum:
- "1"
- "2"
- "3"
- "4"
urgency:
type : "string"
description : "Level of urgency"
example : "3"
enum:
- "1"
- "2"
- "3"
- "4"
attachmentFilename:
type: "string"
description: "Name of file being attached"
example: "image1.png"
attachmentData:
type: "string"
format: "base64"
description: "Attachment data encoded in base64"
example: "fdgrdvh22dhv2dhtdt3h35th4"
state:
type: "string"
description: "Only applicable for values 2,3,6,7,8. Value 1 is set when an incident is created. Value 2 can only be set if the ticket 'assignedTo' field was prevously set"
example: "3"
enum:
- "2"
- "3"
- "6"
- "7"
- "8"
assignedTo:
type: "string"
description: "Who the incident is assigned to"
example: "integration.mtn.sa.remedy"
closeCode:
type: "string"
description: "Applicable when setting 'state' to 6. This value is used to indicate the code for resolution."
enum:
- "Not Resolved – Not Reproducible"
- "Not Resolved – Problem Raised"
- "Not Resolved – Resolved by Vendor"
- "Resolved - Workaround Applied"
- "Resolved – Fixed by Caller"
- "Resolved – Fixed Without Action"
- "Resolved – Permanent Fix Applied"
example: "Resolved – Permanent Fix Applied"
closeNotes:
type: "string"
description: "Custom notes for closing ticket."
example: "All done!"
comments:
type: "string"
description: "Comments to incident"
example: "My comments"
workNotes:
type: "string"
description: "Work notes to incident"
example: "My notes"
subcategory:
type: "string"
description: "Incident category"
example: "database"
interface:
type: "string"
description: "interface applicable to requests for RemedySA"
example: "interface"
signalName:
type: "string"
description: "signalName applicable to requests for RemedySA"
example: "signalName"
summary:
type: "string"
description: "summary applicable to requests for RemedySA"
example: "summary"
detailedSummary:
type: "string"
description: "detailedSummary applicable to requests for RemedySA"
example: "detailedSummary"
ticketResponse:
type: "object"
required:
- targetIncidentNumber
- statusCode
- statusMessage
- originTransactionId
- targetTransactionId
properties:
targetIncidentNumber:
type: string
description: "Target ticket identifier, this is the id of the ticket at the target system"
statusCode:
type: "string"
description: "Status code from target system to indicate transaction status"
statusMessage:
type: "string"
description: "Status response description"
example: "processed"
originTransactionId:
type: "string"
description: "Transaction identifier generated by system originating the request"
example: "MTN123456"
targetTransactionId:
type: "string"
description: "Transaction identifier generated by target"
example: "17af7d89db62885072fa83305b961972"