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Process Integration: raise new Service Request?

Is it possible to use a built-in "Process Integration" step in a process flow to create a new Service Request from a Catalog Item and pass details from the custom fields of the first Service Request into the (custom field) inputs of the created one?

e.g. I have a catalog item to provision IT services to a new starter - but if the slacker doesn't turn up or changes their mind, we have to subsequently go through a leavers ticket to remove all the work we did. Can I automate this with an Integration step in the New Starter ticket?

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Accepted answers

SPSDude

You can!

The link to the API docs for Service Requests is here:

https://apidoc.samanage.com/#operation/createServiceRequest

It's coded very similar to creating an incident, but you have to point to the correct Catalog Item ID in the URL. For example:

(https://api.samanage.com/catalog_items/{id}/service_requests)

All comments

SPSDude

You can!

The link to the API docs for Service Requests is here:

https://apidoc.samanage.com/#operation/createServiceRequest

It's coded very similar to creating an incident, but you have to point to the correct Catalog Item ID in the URL. For example:

(https://api.samanage.com/catalog_items/{id}/service_requests)

Stonelaughter

OK, so will this work? I also attempt to relate the new request to the existing one... Thanks!

{
"incident": {
"requester_name": "email.serviceaccount@organisation.uk",
"priority": "Low",

"incidents": [{"id": "{{context_id}}"}],

"request_variables_attributes":
[{
"name": "Who is leaving?",
"value": "{{New starter name}}"
},
{
"name": "Type of Change",
"value": "Leaver"
},
{
"name": "AD user name",
"value": "{{AD user name}}"
},
{
"name": "Effective Date",
"value": "{{Effective Date}}"
},
{
"name": "Reallocation of resources",
"value": "Not applicable"
},
{
"name": "What kit will they be returning to IT",
"value": "{{What kit will they need?}}"
}]
}
}
}

SPSDude

With the changes we just made, they are no longer called "request_variables_attributes". They are now called "custom_fields_values".

Here is a cool trick that will blow your mind!

Go to a recently submitted Service Request. Once you've opened the Incident record, append the URL to have .json or .xml at the end. Like this:

(https://demo.samanage.com/incidents/89454697-new-hire-sean-sebring-brand-strategy-starts-apr-18-2022.json)

It will help you reverse engineer a ticket so you can better understand how to code it in our platform.

Stonelaughter

Thank you that is an awesome idea!