Example 1: Creating a Service Ticket

Scenario

This section describes how to create a service ticket using APIs. For details on how to call APIs, see Calling APIs.

Involved APIs

• Obtaining a User Token Through Password Authentication: used for authentication.
• Uploading an Attachment: used to upload an attachment in scenarios where attachments are needed for the service ticket
• Creating a Service Ticket: used to submit a service ticket
• Querying Service Ticket Details: used to query the progress and details of a service ticket based on the service ticket ID

Prerequisites

• You have obtained AK/SK for accessing the destination platform. For details about how to obtain AKs and SKs, see Creating Access Keys (AK and SK).

Procedure

1. Obtain the token of the IAM user.
   • API information

     URI format: POST /v3/auth/tokens

     For details, see Obtaining a User Token Through Password Authentication.

   • Request Example

     POST: https://{iam_endpoint}/v3/auth/tokens

     Obtain {endpoint} from Regions and Endpoints.

     Body:

     {
         "auth": {
             "identity": {
                 "methods": [
                     "password"
                 ],
                 "password": {
                     "user": {
                         "name": "username",
                         "domain": {
                             "name": "domainname"
                         },
                         "password": "****"
                     }
                 }
             },
             "scope": {
                 "project": {
                     "id": "****"
                 }
             }
         }
     }

   In the response header, the value of X-Subject-Token is the token.

   X-Subject-Token:MIIDkgYJKoZIhvcNAQcCoIIDgzCCA38CAQExDTALBglghkgBZQMEAgEwgXXXXX...

2. Upload an attachment.
   • API information

     URI format:

     POST /v2/servicerequest/accessorys/json-format-content

     For details, see Uploading an Attachment.

   • Request Example

     POST https://osm.cn-south-1.myhuaweicloud.com/v2/servicerequest/accessorys/json-format-content

     Header:

     Content-Type: application/json
     X-Auth-Token: "Token"

     Body:

     {
             "accessory_name": "filename",
             "accessory_from": "incident",
             "upload_type": 0,
             "accessory_data": "Base64 XXXXX"
     }

   • Response Example

     { 
              "accessory_id": "accessory_id"
     }

3. Call the API to create a service ticket.
   • API information

     URI format:

     POST /v2/servicerequest/cases

     For details, see Creating a Service Ticket.

   • Request Example

     POST  https://osm.cn-south-1.myhuaweicloud.com/v2/servicerequest/cases

     Header:

     Content-Type: application/json
     X-Auth-Token: "Token"

     Body:

     {
         "business_type_id":     "business_type_id",
         "product_category_id":     "product_category_id",
         "incident_sub_type_id":     "1",
         "source_id":     "83aeb0f2834c4df49826c781d32a963e",
         "simple_description":     "test",
         "remind_time":     "0",
         "region_id":     "cn-test-1",
         "area_code":     "86",
         "extends_map": {
             
         },
         "extension_map": {
             
         },
         "accessory_ids": [
             "accessory_id" // IDs here are those returned in the attachment upload section.//If there is no attachment, do not pass this parameter.
         ]
     }

   • Response Example

     { 
              "incident_id": "TS-123456"
     }

4. Call the query API to view the details and progress of the service ticket.
   • API information

     URI format:

     GET /v2/servicerequest/cases/{case_id}

     For details, see Querying Service Ticket Details.

   • Request Example

     GET  https://osm.cn-south-1.myhuaweicloud.com/v2/servicerequest/cases/TT-123456

     Header:

     Content-Type: application/json
     X-Auth-Token: "Token"

   • Response Example

     {
     "incident_detail_info": {
             "xcustomer_name": "test",
             "status": 0,
             "incident_id": "TT-123456",
             "business_type_name": "Consulting about event rules",
             "customer_id": "customer_id",
             "dc_name": "CN South-Guangzhou",
             "simple_description": "123",
             "source_name": "User Center",
             "create_time": "2020-12-25T09:24:18Z",
             "message_list": [
                 {
                     "type": 0,
                     "replier": "",
                     "content": "123",
                     "message_id": "",
                     "replier_name": "",
                     "create_time": "2020-12-25T09:24:18Z",
                     "is_first_message": 0,
                     "accessory_list": [
                         {
                             "accessory_id": "",
                             "file_actual_name": "test.jpg"
                         }
                     ]
                 }
             ],
             "incident_satisfaction": [
                 
             ],
             "is_authorized": 0,
             "resolve_time": 0,
             "business_ownership": 0,
             "ext_info": {
                 "area_code": "",
                 "remind_mobile": "",
                 "remind_mail": "",
                 "contact_type": "0,1,2",
                 "remind_time": "0",
                 "cc_email": ""
             }
         }
      
     }

     Status 0 means it is to be handled.