monitoring-tools-ux

(0 reviews)

Create incident

/{businessId}/troubleTicket

[POST]

This usecase to create ticket in salesforce from Zabbix

URL

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

URL Param

name	type	description	required
businessId	string	Allowed value for thsi scope: CW, BO, SA, SE, SX, MF, CO, HN, CR, DO, SV, GT	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: 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

Field Mapping

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

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

ExternalId Values based on SF instance

Salesforce Environment	Incident RecordTypeId	Case RecordTypeId	Example of “externalId” field value
QA	0124X000001hi9aQAA	0124X000001hi9WQAQ	“externalId”:” 0124X000001hi9aQAA-0124X000001hi9WQAQ”
UAT	0127d0000005qIGAAY	0127d0000005qICAAY”	“externalId”:” 0127d0000005qIGAAY-0127d0000005qICAAY”
Production	0124X000001hi9aQAA	0124X000001hi9WQAQ”	“externalId”:” 0124X000001hi9aQAA-0124X000001hi9WQAQ”

Sample request

{
    "description": "Ticket Description",
    "ticketType": "incident-case",// RecordType for Incident and Case
    "externalId": "01280000000AqtFAAS-01234000000GI2LAAW",// RecordTypeId of Incident and case in Salesforce
    "name": "Test Caribbean Countries Account",
    "priority": "High",
    "severity": "Major",
    "status": "closed",
    "channel": {
        "id": "Zabbix",
        "name": "Zabbix",
        "@type": "ChannelRef"
    },
    "note": [
        {
            "text": "This is quite important, please approach me as soon as possible",
            "@type": "Note"
        }
    ],
    "relatedParty": [
        {
            "id": "0tA8B0000004Nsd", // Salesforce ObjectID of Account
            "name": "0tA8B0000004ab",// Salesforce ObjectID ot Contact
            "role": "User"
        }
    ],
    "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": "AffectedDate",
            "value": "2024-01-24T18:00:58.000+0000"
        },
        {
            "name": "Attributed",
            "value": "C&W Outside Plant"
        },
        {
            "name": "caseReason",
            "value": "Service Down"
        },
        {
            "name": "cause",
            "value": "router issue"
        },
        {
            "name": "FailureLocation",
            "value": "Datacenter"
        },
        {
            "name": "Symptom",
            "value": "Blinking"
        },
        {
            "name": "TypeOfAction",
            "value": "Proactive"
        },
        {
            "name": "Catagory",
            "value": "Security Policy - Access NOT Authorized"
        },
        {
            "name": "FailureClass",
            "value": "0ny79000000KyqlAAC"
        },
        {
            "name": "FailureCode",
            "value": "0ny79000000KyqlAAC"
        },
        {
            "name": "OwnerId",
            "value": "0ny79000000KyqlAAC"
        },
        {
            "name": "vendor",
            "value": "HUAWEI"
        },
        {
            "name": "DownTimeStartDateAndTime",
            "value": "2024-01-24T16:00:58.000+0000"
        },
        {
            "name": "DownTimeEndDateAndTime",
            "value": "2024-01-24T18:00:58.000+0000"
        },
        {
            "name": "isSecurityIncident",
            "value": "false"
        },
        {
            "name": "isMajorIncident",
            "value": "false"
        }

    ],
    "troubleTicketRelationship": [
        {
            "id": "ny79000000KyqlAAC",
            "name": "SCCD",
            "@type": "TroubleTicketRelationship"
        }
    ],
    "@type": "TroubleTicket"
}


##### Sample response

```json
{
    "id": "INC-000000070", // incident Number from salesForce
    "externalId": "0ny05000000L8ZoAAK",//  Salesforce   ObjectId of Incident

    "troubleTicketCharacteristic" : [
    {
      "name":"isMajorIncident",
      "value":" false
    }
    ]
}

monitoring-tools-ux

Create incident

/{businessId}/troubleTicket

[POST]

URL

URL Param

Header

Salesforce tenants

Field Mapping

Characteristics Name

ExternalId Values based on SF instance

Sample request

Reviews