monitoring-tools-ux

(0 reviews)

Update Incident

/{businessId}/troubleTicket/{id}

[PATCH]

Update incident details in Salesforce from Zabbix.

URL

https://[localhost]:[port]/monitoring-tools-ux/v1/{businessId}/troubleTicket/{id}

Param

name	type	description	required
businessId	string	2 letter ISO 3166 country code (TT, BB, JM, HN, CR, DO etc..) identifying the business unit. Expected: CW,BO,SA,SE,SX,MF,CO,HN,CR,DO,SV,GT	Y
id	string	Incident Number	Y

name	value	description	required
client_id	string	The client_id identifying the channel.	Y
client_secret	string	Password associated with the client_id.	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: f058ebd6-02f7-4d3f-942e-904344e8cde5:cwc--qacarepc	Y

Salesforce tenants

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

Body Definitions

name	type	description	required
@type	string	Default: TroubleTicket	Y
name	string	Name of the incident	Y
description	string	Description of incident	Y
ticketType	string	Type of incident, Pass RecordType for Incident and Case Default:incident-case	Y
externalId	string	Pass RecordTypeId of Incident and case in Salesforce Ex: 01280000000AqtFAAS-01234000000GI2LAAW	Y
priority	string	Priority of incident. Allowed Values:Critical, High, Medium, Low, Planning	Y
severity	string	Severity of incident. Allowed Values: Critical, High, Medium, Low, Planning	Y
status	string	Status of Ticket, Allowed Values: acknowledged,held,inProgress,pending,resolved,closed,cancelled	Y
channel.id	string	Default: For Zabbix -> Zabbix, ToolMaster -> ToolMaster	Y
channel.name	string	Default: For Zabbix -> Zabbix, ToolMaster -> ToolMaster	Y
channel.@type	string	Default: ChannelRef	Y
note[].text	string	Value should be in format -	Y
note[].@type	string	Default: Note	Y
relatedParty[].id	string	Salesforce ObjectID of Account	Y
relatedParty[].name	string	Salesforce ObjectID of Contact	Y
relatedParty[].role	string	Default: User	Y
relatedEntity[].id	string	Defalut: 'sf'	Y
relatedEntity[].role	string	Default: MonitoringTicket	Y
relatedEntity[].name	string	Default: InstalledSoftware	Y
relatedEntity[].@referredType	string	Default: LogicalResource	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: TroubleTicket	Y
troubleTicketCharacteristic[].name	string	name of the characteristic	Y
troubleTicketCharacteristic[].value	string	value of characteristic	Y
troubleTicketRelationship[].id	string	Case Id	Y
troubleTicketRelationship[].name	string	Case Name	Y
troubleTicketRelationship[].@type	string	Default: TroubleTicketRelationship	Y
attachment.description	string	A narrative text describing the content of the attachment	N
attachment.@type	string	When sub-classing, this defines the sub-class entity name. Defalut:Attachment	N
attachment.mimeType	string	Type of attachment	N
attachment.name	string	Name of the attachment	N
attachment.content	string	Content of attachment in base64	N

Characteristics Name

characteristic name	type	description	required
AffectedDate	string	The "affected date" specifies when the issue that caused the incident actually happened	N
Attributed	string	AvalableValues-C&W, C&W Human Error, C&W Implementation, C&W Inside Plant, C&W Maintenance Window, C&W Outside Plant, Carrier, Customer, Force Majeure, Provider, Tier 1 Support, Tier 2 Support, Tier 3 Support	N
caseReason	number	The reason for which case was created. Available Values- Service Alarmed, Service Down, Intermittencies and/or Latencies, Other	Y
cause	string	Issue of the Ticket "Router issue"	N
FailureLocation	string	Place or reason where failure occured AvailableValues-Customer Premises, Datacenter, External Provider, International Trunk, Last Mile, National Trunk, Node(Core)	N
Symptom	string	Behaviour or alerets on the device. For Example: All lights are green colour, Blinking	N
TypeOfAction	string	This describes Proactive or Reactive. Availablevalues-Proactive or Reactive	Y
Catagory	string	Type of incident Category. Security Policy - Access NOT Authorized,Abuse - General, Abuse - Copyright, Abuse - Spam, Abuse - Dos and DDoS Attacks, Abuse - Bruteforce Attacks	N
FailureClass	string	This is the classifications of various reasons for failures caused in the Incident. Salesforce ObjectID "0ny79000000KyqlAAC"	N
FailureCode	string	This is the classification code of various reasons for failures caused in the Incident Salesforce ObjectID "0ab56000000KyqlBRC"	N
OwnerId	string	Salesforce Object Id of User, Group. These ids will be retrieved by Toolmaster from Salesforce using Analytics query and send it to ESB while creating trouble ticket "0qc73000000KyqlFFH"	N
vendor	string	Vendor of the Asset example: Huawei	N
DownTimeStartDateAndTime	string	This describes start of down time	N
DownTimeEndDateAndTime	string	This describes end of down time	N
isSecurityIncident	string	Boolean value (true/false)	N
isMajorIncident	string	Boolean value (true/false)	Y

Sample Request

{
  "status": "closed",
  "note": [
    {
    "id": "0y4B0000007NgHGDGH",
      "text": "This is quite important, please approach me as soon as possible-APPTNOTE",
      "@type": "Note"
    }
  ],
  "relatedEntity": [
    {
        "id": "sf",
        "role": "MonitoringTicket",
                "name":"InstalledSoftware",
        "@referredType": "LogicalResource"
    },
    {
        "id": "0tA8B0000004NgGUAU", // Salesforce ObjectId of Asset
        "role": "MonitoringTicket",
                "name":"AssetId",
        "@referredType": "TroubleTicket"
    },
    {
        "id": "0y4B0000007NgHGDGH",// Salesforce ObjectId of Asset
        "role": "MonitoringTicket",
        "name":"AssetId",
        "@referredType": "TroubleTicket"
    }
],
  "troubleTicketCharacteristic":[
    {
      "name":"Attributed",
      "value":"C&W Outside Plant"
    },
    {
      "name":"OwnerId",
      "value":"Service Down"
    },
    {
      "name":"caseReason",
      "value":"Service Down"
    },
    {
      "name":"cause",
      "value":"router issue"
    },
    {
      "name":"FailureLocation",
      "value":"Datacenter"
    },
    {
      "name":"ResolvedById",
      "value":"Security Policy - Access NOT Authorized"
    },
    {
      "name":"ResolvedBy",
      "value":"Security Policy"
    },
    {
      "name":"isEscalated",
      "value":"HUAWEI"
    },
    {
      "name":"DownTime",
      "value":"23-04-2024"
    },
    {
      "name":"DownTimeCode",
      "value":"23-04-2024"
    },
    {
      "name":"DownTimeEndDateAndTime",
      "value":"04-06-2024"
    },
    {
      "name":"DownTimeStartDateAndTime",
      "value":"03-08-2023"
    },
    {
      "name":"isSecurityIncident",
      "value":"false"
    },
    {
      "name":"isMajorIncident",
      "value":"false"
    }
  ],
  "troubleTicketRelationship": [

      {
        "id": "50005000008tu2GAAQ",// Case ObjectId in salesforce
      "@type": "TroubleTicketRelationship"
      },
      {
        "id": "50008000008tu2YTTHQ",// Case ObjectId in salesforce
      "@type": "TroubleTicketRelationship"
      }
  ],
"@type": "TroubleTicket",
  "attachment": [
    {
      "description": "Modem Signals Snapshot",
      "mimeType": "image/png",
      "name": "ModemImage",
      "content": "iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAIAAACQd1PeAAAADElEQVR42mP4z8AAAAMBAQD3A0FDAAAAAElFTkSuQmCC", //encoded base64 content of the attachment
      "@type": "Attachment"
    }
  ]
}

Sample Response

{
  "status": "Closed",
  "note": [
    {
    "id": "0y4B0000007NgHGDGH",
      "text": "This is quite important, please approach me as soon as possible-APPTNOTE",
      "@type": "Note"
    }
  ],
  "relatedEntity": [
    {
        "id": "sf",
        "role": "MonitoringTicket",
                "name":"InstalledSoftware",
        "@referredType": "LogicalResource"
    },
    {
        "id": "0tA8B0000004NgGUAU", // Salesforce ObjectId of Asset
        "role": "MonitoringTicket",
                "name":"AssetId",
        "@referredType": "TroubleTicket"
    },
    {
        "id": "0y4B0000007NgHGDGH",// Salesforce ObjectId of Asset
        "role": "MonitoringTicket",
        "name":"AssetId",
        "@referredType": "TroubleTicket"
    }
],
  "troubleTicketCharacteristic":[
    {
      "name":"Attributed",
      "value":"C&W Outside Plant"
    },
    {
      "name":"OwnerId",
      "value":"Service Down"
    },
    {
      "name":"caseReason",
      "value":"Service Down"
    },
    {
      "name":"cause",
      "value":"router issue"
    },
    {
      "name":"FailureLocation",
      "value":"Datacenter"
    },
    {
      "name":"ResolvedById",
      "value":"Security Policy - Access NOT Authorized"
    },
    {
      "name":"ResolvedBy",
      "value":"Security Policy"
    },
    {
      "name":"isEscalated",
      "value":"HUAWEI"
    },
    {
      "name":"DownTime",
      "value":"23-04-2024"
    },
    {
      "name":"DownTimeCode",
      "value":"23-04-2024"
    },
    {
      "name":"DownTimeEndDateAndTime",
      "value":"04-06-2024"
    },
    {
      "name":"DownTimeStartDateAndTime",
      "value":"03-08-2023"
    },
    {
      "name":"isSecurityIncident",
      "value":"false"
    },
    {
      "name":"isMajorIncident",
      "value":"false"
    }
  ],
  "troubleTicketRelationship": [

      {
        "id": "50005000008tu2GAAQ",// Case ObjectId in salesforce
      "@type": "TroubleTicketRelationship"
      },
      {
        "id": "50008000008tu2YTTHQ",// Case ObjectId in salesforce
      "@type": "TroubleTicketRelationship"
      }
  ],
"@type": "TroubleTicket",
  "attachment": [
    {
      "description": "Modem Signals Snapshot",
      "mimeType": "image/png",
      "name": "ModemImage",
      "content": "iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAIAAACQd1PeAAAADElEQVR42mP4z8AAAAMBAQD3A0FDAAAAAElFTkSuQmCC", //encoded base64 content of the attachment
      "@type": "Attachment"
    }
  ]
}

monitoring-tools-ux

Update Incident

/{businessId}/troubleTicket/{id}

URL

Param

Header

Salesforce tenants

Body Definitions

Characteristics Name

Sample Request

Sample Response

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