Service Requests -- Generating incident using API and populating site_id & department_id from user input

helpdesk_survivor

I have a service requests that asks the user to provide some information in custom fields along with "Site" from a dropdown list and "Department" from a dropdown list. Once the request is submitted it will also create another incident filled with variables the user provided. I'm trying to have the newly generated incident populate site_id & department_id from a variable that was submitted in custom field. This is what my JSON payload looks like:

{
"incident": {
"requester_name": "{{requester_email}}",
"priority": "Medium",
"due_at": "Jan 01,2025",
"site_id": "{{Office}}",
"department_id": "{{Organization ID}}",
"request_variables_attributes" :[
{

{{Office}} and {{Organization ID}} are the custom fields the user has to pick from a dropdown list, but the site_id & department_id is not being populated. I would like to have these populated by what the user inputs so that when the incident is generated, people are able to sort by site_id & department_id.

I see that site_id, department_id is a system field rather than a custom field. Is it possible to have it be tied to a {{variable}}? I saw that you could map the IDs, but how would that work if the system_id and department_id needs to be populated by user input? I am new to APIs by the way.. what is the best way to approach this?

joeybrown

Ok, so I got it to work in my test account. Sorry it took so long, I havent used JSON is a very long time! Here is what I used to get it to create a new incident:

{
"incident": {
"name": "Incident Name",
"requester": {
"email": "{{yourinpurvariable}}"
},
"priority": "Medium",
"due_at": "Jan 01,2025",
"site": {
"name": "{{site}}"
},
"department": {
"name": "{{department}}"
}
}
} 

The main differences are the changes from site_name to "site": { "name" : "{{customfield}}" and the same with department. You also need to make sure you are sending over something to fill in all mandatory fields on the new incident creation form. The default one that is missing from your sample is the incident name. 

Hope this helps!!