Help Center/ Cloud Operations Center/ API Reference/ API/ Fault Management/ Incident Management/ Managing Incident Tickets
Updated on 2025-10-24 GMT+08:00
View PDF
Share

Managing Incident Tickets

Function

This API is used to accept, handle (submit solutions), reject, escalate, de-escalate, and suspend incident tickets as well as verify the handling results.

The action value and param parameter vary according to the operation. This API is used to obtain task IDs together with the API in Obtaining an Incident Task.

Authorization

Each account has all of the permissions required to call all APIs, but IAM users must have the required permissions specifically assigned.

  • If you are using role- or policy-based authorization, refer to Permissions Policies and Supported Actions to obtain the permissions required.
  • If you are using identity policy-based authorization, the permission listed below is required.

    Action

    Access Level

    Resource Type (*: required)

    Condition Key

    Alias

    Dependent Action

    coc:ticket:action

    Write

    -

    -

    -

    -

URI

POST /v2/incidents/{incident_id}/actions

Table 1 Request path parameters

Parameter

Type

Mandatory

Description

incident_id

String

Yes

Definition:

Incident ticket No.

Constraints

String

Range:

Length: 1 to 50 characters

Default Value:

N/A

Request Parameters

Table 2 Request body parameters

Parameter

Type

Mandatory

Description

task_id

String

Yes

Definition:

For details, see the task ID returned in Task APIs.

Constraints

Length: 1 to 100 characters

Range:

N/A

Default Value:

N/A

action

String

Yes

Definition:

Operation type with different IDs. The operations that can be performed depend on the value of TaskOperateKey returned in Task APIs.

Constraints

Length: 1 to 100 characters

Range:

  • unAcceptedForward: The incident is not accepted and forwarded to the owner.
  • acceptedForward: The incident is accepted and forwarded to the owner.
  • accepted: Accept the incident.
  • addRemark: Add remarks.
  • commitSolution: Handle the incident.
  • confirm: Verify and close the incident.
  • incidentPause: Apply for pausing the incident.
  • agreed: Approve the suspension application.
  • rejected: Reject the suspension application.
  • recovery: Resume the incident.
  • changeLevel: Apply for escalating or de-escalating the incident.
  • agreed: Approve the escalation or de-escalation application.
  • rejected: Reject the escalation or de-escalation application.
  • rejected: Reject the incident that is submitted for acceptance.
  • ReOpen: Reject the incident and enable it again.
  • agreed: Reject the incident and close it.

Default Value:

N/A

params

Map<String,Object>

No

Definition:

Parameters (mapping) and mandatory items vary depending on the operation (action).

Constraints

Map type. For details, see the value range.

Range:

Default Value:

N/A
Table 3 ForwardObject parameters

Parameter

Type

Mandatory

Description

virtual_schedule_type

String

No

Definition:

Shift scenario.

Constraints

Length: 0 to 255 characters

Shift scenario, shift role, and owner.

The values cannot be empty at the same time. If all of values are specified, the owner is used first.

Range:

N/A

Default Value:

N/A

virtual_schedule_role

String

No

Definition:

Shift role.

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A

virtual_send_assignee

String

No

Definition:

Forwarding owner.

Constraints

Length: 0 to 255 characters If the owner is empty, the shift scenario and role must be specified.

Range:

N/A

Default Value:

N/A

virtual_send_comment

String

No

Definition:

Remarks.

Constraints

Length: 0 to 300 characters

Range:

N/A

Default Value:

N/A

virtual_current_location_info

String

No

Definition:

Current phase location.

Constraints

Length: 0 to 300 characters

Range:

N/A

Default Value:

N/A
Table 4 AddRemarkObject parameters

Parameter

Type

Mandatory

Description

note

String

Yes

Definition:

Remarks.

Constraints

Length: 0 to 300 characters

Range:

N/A

Default Value:

N/A
Table 5 CommitSolutionObject parameters

Parameter

Type

Mandatory

Description

mtm_type

String

Yes

Definition:

Issue type

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A

is_service_interrupt

Boolean

Yes

Definition:

Whether the service is interrupted.

Constraints

N/A

Range:

true/false

Default Value:

N/A

start_time

Long

No

Definition:

Fault occurrence time, in timestamp format.

Constraints

This parameter is mandatory when is_service_interrupt is set to true.

Range:

1-999999999

Default Value:

N/A

fault_recovery_time

Long

No

Definition:

Fault recovery time, in timestamp format.

Constraints

This parameter is mandatory when is_service_interrupt is set to true.

Range:

1-999999999

Default Value:

N/A

cause

String

No

Definition:

Failure causes.

Constraints

Length: 0 to 10,000 characters

Range:

N/A

Default Value:

N/A

solution

String

No

Definition:

Solution.

Constraints

Length: 0 to 10,000 characters

Range:

N/A

Default Value:

N/A

resolve_attachments

String

No

Definition:

Attachment ID.

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A
Table 6 ConfirmObject parameters

Parameter

Type

Mandatory

Description

virtual_confirm_result

Boolean

Yes

Definition:

Whether the issue is resolved.

Constraints

N/A

Range:

true/false

Default Value:

N/A

virtual_confirm_comment

String

Yes

Definition:

Remarks. This parameter is mandatory for incident ticket review.

Constraints

Length: 0 to 300 characters

Range:

N/A

Default Value:

N/A
Table 7 PauseObject parameters

Parameter

Type

Mandatory

Description

pause_end_time

Long

Yes

Definition:

Pause end time. The value is a timestamp.

Constraints

N/A

Range:

1-999999999

Default Value:

N/A

pause_reason

String

Yes

Definition:

Suspension reason.

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A
Table 8 PauseAgreedObject parameters

Parameter

Type

Mandatory

Description

pause_approve_conclusion

Boolean

Yes

Definition:

Whether the application is approved. The fixed value is true.

Constraints

N/A

Range:

true

Default Value:

N/A

note

String

Yes

Definition:

Remarks.

Constraints

Length: 0 to 1,024 characters

Range:

N/A

Default Value:

N/A
Table 9 PauseRejectedObject parameters

Parameter

Type

Mandatory

Description

pause_approve_conclusion

Boolean

Yes

Definition:

Whether the application is approved. The fixed value is false.

Constraints

N/A

Range:

false

Default Value:

N/A

note

String

Yes

Definition:

Remarks.

Constraints

Length: 0 to 1,024 characters

Range:

N/A

Default Value:

N/A
Table 10 ChangeLevelObject parameters

Parameter

Type

Mandatory

Description

virtual_target_level

String

Yes

Definition:

Target incident level.

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A

virtual_change_level_comment

String

Yes

Definition:

Remarks added during incident ticket escalation or de-escalation.

Constraints

Length: 0 to 255 characters

Range:

N/A

Default Value:

N/A
Table 11 ChangeLevelAgreedObject parameters

Parameter

Type

Mandatory

Description

conclusion

Boolean

Yes

Definition:

Whether the change is agreed. The fixed value is true, indicating that the change is approved.

Constraints

N/A

Range:

true

Default Value:

N/A

note

String

Yes

Definition:

Remarks added during incident ticket escalation or de-escalation review.

Constraints

Length: 0 to 1,024 characters

Range:

N/A

Default Value:

N/A
Table 12 ChangeLevelRejectedObject parameters

Parameter

Type

Mandatory

Description

conclusion

Boolean

Yes

Definition:

Whether the change is agreed. The fixed value is true, indicating that the change is rejected.

Constraints

N/A

Range:

false

Default Value:

N/A

note

String

Yes

Definition:

Remarks.

Constraints

Length: 0 to 1,000 characters

Range:

N/A

Default Value:

N/A
Table 13 UnAcceptedRejectedObject parameters

Parameter

Type

Mandatory

Description

virtual_confirm_comment

String

Yes

Definition:

Remarks.

Constraints

Character length: 0 to 300

Range:

N/A

Default Value:

N/A
Table 14 ReOpenObject parameters

Parameter

Type

Mandatory

Description

mtm_region

String

No

Definition:

Region.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

enterprise_project_id

String

Yes

Definition:

ID of the enterprise project to which the incident ticket is bound. You can query the enterprise project list through EPS.

Constraints

If the enterprise project is default, the value is 0.

Range:

N/A

Default Value:

N/A

current_cloud_service_id

String

Yes

Definition:

Cloud service ID, which can be obtained by calling the API for Querying an Application.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

level_id

String

Yes

Definition:

Incident level. For details, see Incident Level in the incident-related enumeration information.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

is_service_interrupt

Boolean

Yes

Definition:

Whether the service is interrupted.

Constraints

N/A

Range:

true/false

Default Value:

N/A

mtm_type

String

No

Definition:

Issue type.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

title

String

Yes

Definition:

Title.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

description

String

Yes

Definition:

Description.

Constraints

Character length: 0 to 600

Range:

N/A

Default Value:

N/A

attachments

String

No

Definition:

Attachment ID.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

source_id

String

Yes

Definition:

Incident source. If the incident is manually created, the value is incident_source_manual.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

incident_ownership

String

No

Definition:

Incident ownership.

Constraints

Character length: 0 to 255

Range:

N/A

Default Value:

N/A

start_time

Long

No

Definition:

Fault occurrence time.

Constraints

N/A

Range:

1-9999999999999

Default Value:

N/A

assignee

String

No

Definition:

Incident handler.

Constraints

Character length: 0 to 255 If an incident handler exists, the handler is preferentially used. If no handler exists, the shift scenario and role cannot be empty. That is, the three fields cannot be empty at the same time.

Range:

N/A

Default Value:

N/A

assignee_scene

String

No

Definition:

Shift scenario.

Constraints

Character length: 0 to 255 If an incident handler exists, the handler is preferentially used. If no handler exists, the shift scenario and role cannot be empty. That is, the three fields cannot be empty at the same time.

Range:

N/A

Default Value:

N/A

assignee_role

String

No

Definition:

Shift role.

Constraints

Character length: 0 to 255 If an incident handler exists, the handler is preferentially used. If no handler exists, the shift scenario and role cannot be empty. That is, the three fields cannot be empty at the same time.

Range:

N/A

Default Value:

N/A

Response Parameters

Status code: 200

Table 15 Response body parameters

Parameter

Type

Mandatory

Description

provider_code

String

No

Definition:

Service ID.

Range:

Character length: 0 to 256

Default Value:

049

error_code

String

No

Definition:

Request response code. The value ranges from 0000 to 9999. The value is 0 in normal cases.

Range:

Character length: 0 to 256

Default Value:

0

error_msg

String

No

Definition:

Response description for a request.

Range:

Character length: 0 to 256

Default Value:

N/A

Request Examples

  • Do not accept the incident and transfer it to the owner.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "unAcceptedForward",
    "params": {
        "virtual_send_comment": "Remarks",
        "virtual_current_location_info": "Location***",
        "virtual_send_assignee": "bae47db0f86c48318ea65f10bd8aa417"
    }
}
  • Accept the incident and transfer it to the owner.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": " acceptedForward",
    "params": {
        "virtual_send_comment": "Remarks",
        "virtual_current_location_info": "Location***",
        "virtual_send_assignee": "bae47db0f86c48318ea65f10bd8aa417"
    }
}
  • Accept the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": " accepted"
}
  • Add remarks.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "addRemark",
    "params": {
        "note": Remarks"
    }
}
  • Process the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "commitSolution",
    "params": {
        "mtm_type": "inc_type_p_middleware_issues",
        "is_service_interrupt": false,
        "start_time": null,
        "fault_recovery_time": null,
        "cause": "222",
        "solution": "2222",
        "resolve_attachments": ""
    }
}
  • Verify and close the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "confirm",
    "params": {
        "virtual_confirm_result": true,
        "virtual_confirm_comment": "Remarks"
    }
}
  • Apply for suspending the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "incidentPause",
    "params": {
        "pause_end_time": 1744270013000,
        "pause_reason": "Suspension reason"
    }
}
  • Approve the suspension application.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "agreed",
    "params": {
        "pause_approve_conclusion": true,
        "note": Remarks"
    }
}
  • Reject the suspension application.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "rejected",
    "params": {
        "pause_approve_conclusion": false,
        "note": "Review reason"
    }
}
  • Suspend or resume the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": " recovery"
}
  • Apply for escalating or de-escalating the incident.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "changeLevel",
    "params": {
        "virtual_target_level": "level_30",
        "virtual_change_level_comment": "[Service impact]: 2\n[Escalation or de-escalation reason]: 3333"
    }
}
  • Approve the escalation or de-escalation application.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "agreed",
    "params": {
        "conclusion": true,
        "note": Remarks"
    }
}
  • Reject the escalation or de-escalation application.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "rejected",
    "params": {
        "conclusion": false,
        "note": Remarks"
    }
}
  • Reject the incident that is submitted for acceptance.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "rejected",
    "params": {
        "virtual_confirm_comment": "Reason for rejection"
    }
}
  • Reject the incident and enable it again.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "ReOpen",
    "params": {
        "mtm_region": "br-cto-beta",
        "enterprise_project_id": "0",
        "current_cloud_service_id": "653f911cfab10c5b1dd33c3a",
        "level_id": "level_40",
        "is_service_interrupt": true,
        "mtm_type": "inc_type_p_monitoring_issues",
        "title": "22",
        "description": "22",
        "attachments": "",
        "source_id": "incident_source_manual",
        "incident_ownership": "incident_ownership_100",
        "start_time": 1743674805160,
        "assignee": "bae47db0f86c48318ea65f10bd8aa417",
        "assignee_scene": "",
        "assignee_role": ""
    }
}
  • Reject and close the ticket.
POST https://{Endpoint}/v2/incidents/{incident_id}/action

{
    "task_id": "{task_id}",
    "action": "agreed"
}

Response Examples

Status code: 200

Request result is returned.

For more status codes, see Status Codes.

{
    "provider_code": "049",
    "error_code": "GOM.00000000",
    "error_msg": null
}

Status code: 400

The server failed to process the request.

For more status codes, see Status Codes.

{
  "error_code" : "GOM.00007256",
  "error_msg" : "Parameter error",
  "provider_code" : "049",
  "data" : null
}

Status Codes

Status Code

Description

200

Request result is returned.

For more status codes, see Status Codes.

400

The server failed to process the request.

For more status codes, see Status Codes.

Error Codes

For details, see Error Codes.

Parent topic: Incident Management