monitoring-tools-ux (LC)

(0 reviews)

TM-Update ChangeRequest or ServiceRequest in SFDC

Updation of ChangeRequest or Servicerequest in SFDC

To update service request or change request in Salesforce from Toolmaster.

[PATCH]

URL

https://nonprod.lc.esb.cloud.lla.com/test/monitoring-tools-ux-lc/monitoring-tools-ux/v1/{businessId}/troubleTicket/{id}

url Param

name	type	description	required
businessId	string	2 letter ISO 3166 country code, identifying the business unit. Expected:CW,BO,SX,SA,SE,MF,CO,SV,GT,HN,DO	Y
id	string	Salesforce record type id	Y

name	type	description	required
client_id	string	The client_id identifying the channel. Minimum characters: 5	Y
client_secret	string	Password associated with the client_id. Minimum characters: 5	Y
X-Correlation-ID	string	Identifier that correlates HTTP request between a client and server. Any identification model (UUDI, checksum, etc.) can be used, as long as it is a unique value to differentiate a transaction. Note - Mule default behavior creates a sample x-correlation-id field if value is not passed from client, API will use this value in case value is not passed in API request syntax: correlationId: uuid:cwc--, example: correlationId: {guid}:cwc--qa	Y

Salesforce tenants

SF Environment to Connect	SF Instance
QA	cwc--qa
UAT	cwc--uatsfdc
Production	cwc--prod

Body definitions

name	type	description	required
@type	string	Default: TroubleTicket	Y
name	string	Subject of the Ticket	Y
description	string	Description of incident	Y
ticketType	string	Type of ticket. Expected: For SR: ServiceRequest. For CR: EmergencyChangeRequest or StandardChangeRequest or NormalChangeRequest	Y
priority	string	Priority of Ticket.	Y
severity	string	Category of Change request.	Y
status	enum	Status of Ticket, Allowed Values:	Y
note[].id	string	Worklog Id	Y
note[].text	string	Worklog comment	Y
note[].characteristic[0].name	string	Hardcode:Type	Y
note[].characteristic[0].value	string	Ticket type	Y
note[].characteristic[0].name	string	Hardcode:Details	Y
note[].characteristic[0].value	string	Detail of worklog	Y
note[].@type	string	Default: Note	Y
attachment[].id	string	WorklogId to which attachment associated	Y
attachment[].mimeType	string	Type of file	Y
attachment[].name	string	name of the file	Y
attachment[].content	string	Content of file and it should be in base64 format	Y
attachment[].attachmentType	string	Default: WorklogAttachments	Y
attachment[].@referredType	string	Default: Attachment	Y
relatedParty[].id	string	Account Id of User for SR	Y
relatedParty[].name	string	Contact Id of User for SR	Y
relatedParty[].role	string	Default: User for SR	Y
relatedParty[].@referredType	string	Default: Individual for SR	Y
relatedParty[].id	string	Id of Supervisor for CR	Y
relatedParty[].role	string	Default: Supervisor for CR	Y
relatedParty[].@referredType	string	Default: Individual for CR	Y
relatedParty[].id	string	Owner Id	Y
relatedParty[].role	string	Default: Owner	Y
relatedParty[].@referredType	string	Default: Individual	Y
relatedParty[].id	string	Reviewer Id	Y
relatedParty[].role	string	Default: Reviewer	Y
relatedParty[].@referredType	string	Default: Individual	Y
relatedEntity[].id	string	Defalut: 'sf'	Y
relatedEntity[].role	string	Default: MonitoringTicket	Y
relatedEntity[].name	string	Default: InstalledSoftware	Y
relatedEntity[].@referredType	string	Default: Resource	Y
relatedEntity[].id	string	Salesforce ObjectId of Asset, please repeat the object based on assets	Y
relatedEntity[].role	string	Default: MonitoringTicket	Y
relatedEntity[].name	string	Default: AssetId	Y
relatedEntity[].@referredType	string	Default: Resource	Y
troubleTicketCharacteristic[].name	string	name of the characteristic	Y
troubleTicketCharacteristic[].value	string	value of characteristic	Y

Characteristics

name	type	description	required for CR	required for SR
caseOrigin	string	origin of ticket example: Email,Phone	N	Y
actionType	string	Action Type. Ex: Internal,Proactive,Reactive	Y	Y
SR_Type	string	Service Request type. Ex: Technical,non-technical etc	N	Y
category	string	Category of SR ticket	N	Y
affectedDate	string	Affected Date	N	Y
reportedDate	string	Reported Date	N	Y
symptom	string	Symptoms of issue	N	Y
resolutionSummary	string	Resolved Summary	N	Y
resolvedBy	string	By whom ticket got resolved	N	Y
endDate	string	End date by when the ticket should resolve	N	Y
id	string	Id of the task	Y	Y
subject	string	Subject of Task	Y	Y
description	string	Description of Task	Y	Y
taskOwnerId	string	Creator of the task	Y	Y
taskPriority	string	Priority of task	Y	Y
taskType	string	Type of task	Y	Y
taskStatus	string	Status of task	Y	Y
whold	string	To whom to contact	Y	Y
taskApprovalStatus	string	Approval status of task	y	Y
responseDate	string	Date when response received on the task	Y	Y
lastTask	string	Boolean to determine if its the last task for CR or SR	Y	Y
taskManagement	string	Management of task depending on category	Y	Y
taskReason	string	Task creation reason	Y	Y
taskEventResults	string	Task outcome	Y	Y
taskRequest	string	To open a task	Y	Y
taskSolution	string	Solution to complete a task	Y	Y
taskResolvedDate	string	Resolution date on which task is resolved	Y	Y
taskCompletionDate	string	Completion date of task	Y	Y
title	string	Task notes title	Y	Y
content	string	Task notes content	Y	Y
urgency	string	Urgency of the ticket	Y	N
changeOrigin	string	Origin of ticket	Y	N
riskLevel	string	Level of risk	Y	N
impact	string	Impact of issue	Y	N
changeReason	string	Change Reason	Y	N
businessJustification	string	Business Justification	Y	N
estimatedStartTime	string	Estimated Start time of ticket	Y	N
failureProbability	string	Probability of failure	Y	N
riskDescription	string	Description of risk	Y	N
massiveChangeRequest	string	Tell whether ticket is massive ticket or not	Y	N
downTime	string	Downtime due to issue	Y	N
estimatedEndTime	string	Estimated end time of ticket	Y	N
serviceImpact	string	Impact by the service	Y	N
listofStandardChanges	string	List of Standard Change	Y	N
clientApproval	string	Client Approval of ticket	Y	N
result	string	Result	Y	N
resolution	string	Resolution of ticket	Y	N
CABAssessment	string	CAB Assessment	Y	N
clientApproval	string	Client Approval of ticket	Y	N
clientAuthDecision	string	Client Authorization Decision	Y	N
evidenceDeliveryDate	string	Evidence delivery date	Y	N
changeApprover1	string	Change Approver details	Y	N
changeApprover2	string	Change Approver details	Y	N
changeApprover3	string	Change Approver details	Y	N
changeApprover4	string	Change Approver details	Y	N
changeApprover5	string	Change Approver details	Y	N
timeOutOfService	string	Out of service	Y	N
changeImpactsMoreThanOneService	string	how many services impacted	Y	N
technicalComplexity	string	Techinical complexity	Y	N
riskOfFinesPenalties	string	Penalties for the risk	Y	N
usersAffected	string	How many users affected	Y	N
previouslyExecuted	string	Issue executed previously or not	Y	N
unscheduledDisruption	string	that this change may generate unscheduled service disruption to be implemented	Y	N
usersClassification	string	Classification of users benefited by change	Y	N
typeOfService	string	Type of Service	Y	N

Sample Service Request

{
  "description": "Ticket Description",
  "ticketType": "Service Request",
  "name": "Test Caribbean Countries Account",
  "priority": "High",
  "status": "closed",
  "note": [
    {
      "id": "1",
      "text": "This is quite important, please approach me as soon as possible",
      "characteristic": [
        {
          "name": "Type",
          "value": "APPNOTE"
        },
        {
          "name": "Details",
          "value": "Roter issue"
        }
      ],
      "@type": "Note"
    }
  ],
"attachment": [
    {
            "id": "1",
            "mimeType": "image/png",
            "name": "ModemImage",
            "content": "<base64 content>",
            "attachmentType": "WorklogAttachments",
            "@referredType": "Attachment"
          }
    ],
  "relatedParty": [
    {
      "id": "0tA8B0000004Nsd",
      "name": "0tA8B0000004ab",
      "role": "User",
      "@referredType": "Individual"
    },
    {
      "id": "0tA8B0000004Nsd",
      "role": "Owner",
      "@referredType": "Individual"
    }
  ],
  "relatedEntity": [
    {
      "id": "sf",
      "role": "MonitoringTicket",
      "name": "InstalledSoftware",
      "@referredType": "Resource"
    },
    {
      "id": "0tA8B0000004NgGUAU",
      "role": "MonitoringTicket",
      "name": "AssetId",
      "@referredType": "Resource"
    },
    {
      "id": "0y4B0000007NgHGDGH",
      "role": "MonitoringTicket",
      "name": "AssetId",
      "@referredType": "Resource"
    }
  ],
  "troubleTicketCharacteristic": [
    {
      "name": "caseOrigin",
      "value": "Service Order Form"
    },
     {
      "name": "actionType",
      "value": "Proactive"
    },
    {
      "name": "SR_Type",
      "value": "Technical"
    },
    {
      "name": "category",
      "value": "Password reset"
    },
    {
      "name": "affectedDate",
      "value": "2026-04-04"
    },
    {
      "name": "reportedDate",
      "value": "2026-04-04"
    },
    {
      "name": "symptom",
      "value": "Blinking"
    },
    {
      "name": "resolutionSummary",
      "value": "Issue Resolved"
    },
    {
      "name": "resolvedBy",
      "value": "Rajini"
    },
    {
      "name": "endDate",
      "value": "2026-04-04"
    },
    {
      "name": "task",
      "valueType": "array",
      "value": [
        {
          "id":"00Tdn00000DIOyrEAH",
          "subject": "",
          "description": "",
          "taskOwnerId": "0ny79000000KyqlAAC",
          "taskPriority": "High",
          "taskType": "Assistance",
          "taskStatus": "Pending Third-Party Infrastructure",
          "whold": "0ny79000000KyqlAAC",
          "taskApprovalStatus": "Rejected",
          "responseDate": "2026-04-04",
          "lastTask": "Marked",
          "taskManagement": "Managed Security",
          "taskReason": "Rejected",
          "taskEventResults": "Rejected",
          "taskRequest": "Rejected",
          "taskSolution": "Rejected",
          "taskResolvedDate": "2026-04-04",
          "title": "Case Follow-up Notes",
          "content": "sjdgkjskldgjklsj"
        }
      ]
    }
  ],
  "@type": "TroubleTicket"
}

Sample Change Request

{
  "description": "Ticket Description",
  "ticketType": "ChangeRequest-Emergecy|Standard|Normal",
  "name": "Test Caribbean Countries Account",
  "priority": "High",
  "status": "closed",
  "severity":"Major",
  "note": [
    {
      "id":"1",
      "text": "This is quite important, please approach me as soon as possible",
      "characteristic": [
        {
          "name": "Type",
          "value": "APPNOTE"
        },
        {
          "name": "Details",
          "value": "Roter issue"
        }
      ],
      "@type": "Note"

    }
  ],
  "attachment": [
    {
            "id": "1",
            "mimeType": "image/png",
            "name": "ModemImage",
            "content": "<base64 content>",
            "attachmentType": "WorklogAttachments",
            "@referredType": "Attachment"
          }
  ],
  "relatedParty": [
    {
      "id": "0tA8B0000004Nsd",
      "role": "Supervisor",
    "@referredType": "Individual"
    },
   {
      "id": "0tA8B0000004Nsd",
      "role": "Owner",
    "@referredType": "Individual"
    },
  {
      "id": "0tA8B0000004Nsd",
      "role": "Reviewer",
    "@referredType": "Individual"
    }

  ],
  "relatedEntity": [
    {
      "id": "sf",
      "role": "MonitoringTicket",
      "name": "InstalledSoftware",
      "@referredType": "Resource"
    },
    {
      "id": "0tA8B0000004NgGUAU",
      "role": "MonitoringTicket",
      "name": "AssetId",
      "@referredType": "Resource"
    },
    {
      "id": "0y4B0000007NgHGDGH",
      "role": "MonitoringTicket",
      "name": "AssetId",
      "@referredType": "Resource"
    }
  ],
  "troubleTicketCharacteristic": [
    {
      "name": "urgency",
      "value": "Critical"
    },
    {
      "name": "changeOrigin",
      "value": "Email"
    },
    {
      "name": "riskLevel",
      "value": "Critical"
    },
    {
      "name": "actionType",
      "value": "Proactive"
    },
    {
      "name": "impact",
      "value": "Critical"
    },
    {
      "name": "changeReason",
      "value": "Improvement"
    },
    {
      "name": "riskDescription",
      "value": ""
    },
    {
      "name": "businessJustification",
      "value": "Issue Resolved"
    },
    {
      "name": "estimatedStartTime",
      "value": ""
    },
    {
      "name": "failureProbability",
      "value": "Critical"
    },
    {
      "name": "massiveChangeRequest",
      "value": ""
    },
   {
      "name": "downTime",
      "value": ""
    },
   {
      "name": "estimatedEndTime",
      "value": ""
    },
   {
      "name": "serviceImpact",
      "value": "Yes"
    },
  {
      "name": "result",
      "value": ""
    },
   {
      "name": "listofStandardChanges",
      "value": ""
    },
  {
      "name": "resolution",
      "value": ""
    },
   {
      "name": "clientApproval",
      "value": ""
    },

  {
      "name": "CABAssessment",
      "value": ""
    },
  {
      "name": "clientAuthDecision",
      "value": ""
    },
    {
      "name": "evidenceDeliveryDate",
      "value": ""
    },
    {
      "name": "finalReviewedDate",
      "value": ""
    },
    {
      "name": "ChangeApproverDetails",
      "valueType": "object",
      "value":
        {
          "changeApprover1":"Required to operate (Requerido para operar)",
          "changeApprover2": "Between 4 and 6 hours (Entre 4 y 6 horas)",
          "changeApprover3": "Yes (Si)",
          "changeApprover4": "Medium (Medio)",
          "changeApprover5": "Yes (Si)"
        }
    },
    {
      "name": "riskImpactAnalysis",
      "valueType": "object",
      "value":
        {
          "typeOfService":"Required to operate (Requerido para operar)",
          "timeOutOfService": "Between 4 and 6 hours (Entre 4 y 6 horas)",
          "changeImpactsMoreThanOneService": "Yes (Si)",
          "technicalComplexity": "Medium (Medio)",
          "riskOfFinesPenalties": "Yes (Si)",
          "usersAffected": "Site (Localidad)",
          "previouslyExecuted": "It has not been executed before (No se ha ejecutado antes)",
          "unscheduledDisruption": "Yes (Si)",
          "usersClassification": "Normal (Normales)"
        }
    },
    {
      "name": "task",
      "valueType": "array",
      "value": [
        {
          "taskId":"00Tdn00000DIOyrEAH",
          "subject": "",
          "description": "",
          "taskOwnerId": "0ny79000000KyqlAAC",
          "taskPriority": "High",
          "taskType": "Assistance",
          "taskStatus": "Pending Third-Party Infrastructure",
          "whold": "0ny79000000KyqlAAC",
          "taskApprovalStatus": "Rejected",
          "responseDate": "2026-04-04",
          "lastTask": "Marked",
          "taskManagement": "Managed Security",
          "taskReason": "Rejected",
          "taskEventResults": "Rejected",
          "taskRequest": "Rejected",
          "taskSolution": "Rejected",
          "taskResolvedDate": "2026-04-04",
          "title": "Case Follow-up Notes",
          "taskCompletionDate":"",
          "content": "sjdgkjskldgjklsj"
        }
      ]
    }
  ],
  "@type": "TroubleTicket"
}

Response

{
    "id": "500dn00000M6j5rAAB", // Service Request Number from salesForce
    "troubleTicketCharacteristic":[
        {
        "name": "TaskId",
        "value": "00Tdn00000CsOuVEAV"
    }
      ]
}

monitoring-tools-ux (LC)

TM-Update ChangeRequest or ServiceRequest in SFDC

Updation of ChangeRequest or Servicerequest in SFDC

URL

url Param

Header

Salesforce tenants

Body definitions

Characteristics

Sample Service Request

Sample Change Request

Response

Reviews