ServiceNow Incident
Introduction
The ServiceNow Incident API allows you to manage your IT service management processes from one place. Use the API to log or update incident tickets for KPN products and services you use.
API specification
Base URL
https://api-prd.kpn.com/network/kpn/incident
Conceptual model
Prerequisites
You need to be a KPN business market customer and have a KPN service contract for the products and services bought from KPN.
Definitions
CI
A configuration item (CI) is any service component, infrastructure element, or other item that needs to be managed in order to ensure the successful delivery of services.
Ticket
A ticket is a log file of a reported incident with a contracted KPN service or piece of KPN equipment. The ticket describes the situation, reports a contact person and is stored in the ServiceNow system.
Base64
Base64 is an encoding algorithm that allows you to transform any characters into an alphabet that consists of Latin letters, digits, plus and slash.
API workflow
Features and constraints
Features
- Create a new incident ticket in ServiceNow.
- Comment to an existing ticket.
- Reopen a previously resolved ticket.
- Close a resolved ticket.
- Attachments to incidents are supported.
Constraints
- CI type must be chosen from a predefined list of values.
- Attachments must be Base64 encoded.
- Maximum total size of attachments is 10Mb.
Getting started
Make sure you've read What's in it for you for more info on how to register and start testing APIs.
Authentication
The API follows the KPN Store API Authentication Standard to secure the API. It includes the use of OAuth 2.0 client_id and client_secret to receive an access token.
Go to the Authentication tab on top of this page to find out how to:
- Authenticate to an API using cURL.
- Authenticate to an API on Swaggerhub.
- Import Open API Specifications (OAS), also called Swagger files into Postman.
How to...
Create a new Incident-ticket
The following endpoint creates a new incident-ticket:
POST /NewIncident
Request
You can send JSON content in the request body:
Request example
{
"reference_number": "ABC1234",
"short_description": "Test short description.",
"description": "Test description.",
"ci": "ESB BIZTALK KPN",
"service": "string",
"attachments": [
{
"name": "test.txt",
"content": "IQ0KZW5hYmxlIHNlY3JldCBjaXNjbw0KIQ0KIQ0KIQ0KIQ0KIQ0KIQ0KIQ0Kbm8gaXAgc291cmNlLXJvdXRlDQohDQohDQohDQohDQohDQohDQohDQohDQoNCg0KIQ0KaXAgd1ZXVlIDEwMCBvdCiBwZXJtaXQgdWQogdHJhbnNwb3J0IGlucHV0IHRlbG5ldA0KIQ0KZW5k"
}
]
}
Item | Description |
---|---|
reference_number |
Unique reference number from the source system. |
short_description |
A short description of the incident. |
ci |
The CI or service for which the incident is reported. |
description |
Details on the incident. |
service |
Service applicable for ticket. |
attachment name |
Name of the file with file extension. |
attachment content |
Base64 coded content of the attachment. |
Response
The response provides you with the ticket number and the reference number of the incident.
Response example
{
"result": {
"state": "inserted",
"ticket_number": "INC1234",
"reference_number": "ABC1234",
"sys_id": "e61ba982db43db807f1f14794b961943",
"note": "INC1234 Incident is created successfully."
}
}
Update an incident
The following endpoint updates an incident-ticket:
PATCH /UpdateIncident
Request
Send JSON content in the request body:
Example request`
{
"action": "Comment",
"comment": "New comment update",
"ticket_number": "INC1234",
"reference_number": "ABC1234",
"attachments": [
{
"name": "test.txt",
"content": "IQ0KZW5hYmxlIHNlY3JldCBjaXNjbw0KIQ0KIQ0KIQ0KIQ0KIQ0KIQ0KIQ0Kbm8gaXAgc291cmNlLXJvdXRlDQohDQohDQohDQohDQohDQohDQohDQohDQoNCg0KIQ0KaXAgd1ZXVlIDEwMCBvdCiBwZXJtaXQgdWQogdHJhbnNwb3J0IGlucHV0IHRlbG5ldA0KIQ0KZW5k"
}
]
}
Item | Description |
---|---|
action |
Displays either Comment , Close or Reopen . |
comment |
Displays the comment. |
ticket_number |
Reference number that was received upon creating the incident ticket. |
reference_number |
Unique reference number from the source system. |
attachment name |
Name of the file with the file extension. |
attachment content |
Base64 coded content of the attachment. |
Response
The response provides you with the ticket number and the reference number of the updated incident.
Retrieve active incidents
This endpoint returns all active incidents that were issued by you.
GET /GetActiveIncidents
Request
You don't need to provide any parameters.
Response
Response example
{
"result": [
{
"reference_number": "INC1234",
"short_description": "short note",
"state": "Finished",
"ticket_number": "INC1234"
}
]
}
Retrieve single incident
This endpoint returns all data of a single incident:
GET //GetIncident/{ticket number}
Request
Send the ticket number
as the path parameter.
Response
Response example
{
"result": {
"ticket_number": "INC1234",
"reference_number": "ABC1234",
"short_description": "short note",
"state": "Finished",
"company": "KPN B.V.",
"description": "textual description",
"contact": "B. Person",
"user": "A. Person",
"category": "Incident",
"priority": "Incident Ticket Priority 1,2,3",
"impact": "Incident Ticket Impact 1,2,3",
"urgency": "Incident Ticket urgency 1,2,3",
"ci": "XYZ_001P",
"customer_service": "Diensten",
"service_component": "Service",
"sla_due": {},
"pending_reason": "awaiting vendor",
"required_information": "Please provide documentation",
"reason_user_required": "test solution provided",
"close_code": "Finished",
"solution": "Software Installed"
}
}
The response returns all details of the incident, including priority
, impact
, urgency
and pending reason
.