Help Center/ Cloud Operations Center/ API Reference/ API/ Fault Management/ Issue Ticket Management/ Performing Operations on Service Tickets

Updated on 2025-10-24 GMT+08:00

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Performing Operations on Service Tickets

Function

This API is used to review and cancel change tickets, and perform operations on issue tickets.

Authorization Information

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

If you are using role/policy-based authorization, see Permissions Policies and Supported Actions for details on the required permissions.

If you are using identity policy-based authorization, the following identity policy-based permissions are required.

Action	Access Level	Resource Type (*: required)	Condition Key	Alias	Dependencies
coc:ticket:action	Write	-	-	-	-

URI

POST /v1/{ticket_type}/actions

**Table 1** Path Parameters
Parameter	Mandatory	Type	Description
ticket_type	Yes	String	Definition: Type of the service ticket to be operated. If the change ticket needs to be reviewed or revoked, set this parameter to change. If the issue ticket needs to be operated, set this parameter to issues_mgmt. Constraints: 1–255 characters Value range: The value can be: change issues_mgmt Default value: N/A

Request Parameters

**Table 2** Request body parameters
Parameter	Mandatory	Type	Description
user_id	No	String	Definition: ID of the user who performs the current operation. This parameter is optional. The user information has been obtained from the authentication information. Constraints: 1 to 255 characters Value range: N/A Default value: N/A
ticket_id	No	String	Definition: ID of the service ticket to be operated. Constraints: 1 to 255 characters Value range: N/A Default value: N/A
task_id	No	String	Definition: Task ID corresponding to the current operation. Constraints: 1 to 255 characters Value range: N/A Default value: N/A
action	No	String	Definition: Information about the action to be performed. Constraints: 1 to 255 characters Value range: Enumerated value gocm_issues_accepte: issue ticket acceptance ugrading_and_downgrading: issue ticket escalation or de-escalation being_handled_initiate_suspend: issue ticket suspension agreed: The issue ticket is suspended or the change ticket is approved. rejected: The change ticket is rejected. suspend_resume: The issue ticket is suspended. gocm_issues_handling_forwarding: The issue ticket is forwarded to the owner. gocm_issues_unaccepted_reject: The issue ticket is rejected. gocm_issues_undo_create: The issue ticket is canceled. submitting_question: A solution is submitted for an issue ticket. cancel_process_action: The change ticket is canceled. submitting_question: A solution is submitted for an issue ticket. Default value: N/A
params	No	Object	Definition: Information about the action to be performed. The information is passed as a JSON object to supplement the information about the current action. There is no fixed parameter restriction. For details about the JSON format to be passed for different operations, see the example request. Constraints: The JSON object contains a maximum of 1,024 keys. Value range: N/A Default value: N/A

Response Parameters

Status code: 200

**Table 3** Response body parameters
Parameter	Type	Description
provider_code	String	Definition: Service ID. Value range: N/A Default value: 049
error_code	String	Definition: Request response code. Value range: GOM.00000000~GOM.00009999999 Default value: GOM.00000000
error_msg	String	Definition: Response description for a request. Value range: N/A

Status code: 400

**Table 4** Response body parameters
Parameter	Type	Description
provider_code	String	Definition: Service ID. Value range: N/A Default value: 049
error_code	String	Definition: Request response code. Value range: GOM.00000000~GOM.00009999999 Default value: GOM.00000000
error_msg	String	Definition: Response description for a request. Value range: N/A

Example Requests

Issue ticket acceptance.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704160617014971439",
  "task_id" : "19410458913044643854408",
  "action" : "gocm_issues_accepte",
  "params" : { }
}

Issue ticket escalation or de-escalation.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704160617014971439",
  "task_id" : "19410463279482880024408",
  "action" : "ugrading_and_downgrading",
  "params" : {
    "up_down_updated_level" : "issues_level_3000",
    "up_down_grade_reason_comment" : "Description of escalating and de-escalating a ticket.",
    "level" : "issues_level_4000"
  }
}

Issue ticket suspension approval.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704160617014971439",
  "task_id" : "19410468838026199064408",
  "action" : "being_handled_initiate_suspend",
  "params" : {
    "estimated_recovery_time" : 1751703023000,
    "suspend_description" : "test"
  }
}

Approval of an Issue ticket suspension.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704161412012423624",
  "task_id" : "19410479307889786894408",
  "action" : "agreed",
  "params" : {
    "conclusion" : true,
    "approve_note" : "ok"
  }
}

Issue ticket resumption and suspension.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704160617014971439",
  "task_id" : "19410469440202424334408",
  "action" : "suspend_resume",
  "params" : { }
}

Issue ticket owner forwarding.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704160617014971439",
  "task_id" : "19410470423766712334408",
  "action" : "gocm_issues_handling_forwarding",
  "params" : {
    "explain" : "test",
    "forwarding_assigne" : "0ca5c3ca8d664abc832f6126a2d554d4",
    "virtual_schedule_type" : "issues_mgmt_virtual_schedule_type_2000"
  }
}

Issue ticket rejection.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704161237013947643",
  "task_id" : "19410474849428520974408",
  "action" : "gocm_issues_unaccepted_reject",
  "params" : {
    "unaccepted_rejection_description" : "Rejected"
  }
}

Issue ticket cancellation.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704161237013947643",
  "task_id" : "19410475647101255694408",
  "action" : "gocm_issues_undo_create",
  "params" : {
    "revocation_reason" : "cancel reason."
  }
}

The issue ticket solution submission does not require change.

POST https://{Endpoint}/v1/issues_mgmt/actions

{
  "ticket_id" : "ISU20250704161412012423624",
  "task_id" : "19410480590801551384408",
  "action" : "submitting_question",
  "params" : {
    "root_cause_cloud_service" : "653f911cfab10c5b1dd33c3a",
    "is_common_issue" : false,
    "issue_version" : "",
    "regions" : "xxx",
    "root_cause_type" : "issues_root_cause_type_1000",
    "root_cause_comment" : "root cause.",
    "solution" : "solution",
    "is_need_change" : false,
    "sub_tickets" : [ {
      "affected_region" : "xxx",
      "target_type" : "regions",
      "target_value" : "xxx"
    } ]
  }
}

Change ticket cancellation.

POST https://{Endpoint}/v1/change/actions

{
  "ticket_id" : "CM202507071541550199864932",
  "task_id" : "19421269243965276188310",
  "action" : "cancel_process_action",
  "params" : {
    "comment" : "reason for cancel"
  }
}

Change ticket rejection.

POST https://{Endpoint}/v1/change/actions

{
  "ticket_id" : "CM202504241549510199912413",
  "task_id" : "19153128494392852491549",
  "action" : "rejected",
  "params" : {
    "comment" : "Rejected"
  }
}

Issue ticket approval.

POST https://{Endpoint}/v1/change/actions

{
  "ticket_id" : "CM202505261606470132568015",
  "task_id" : "19269128923875287077915",
  "action" : "agreed",
  "params" : {
    "comment" : "Approved"
  }
}

Example Responses

Status code: 200

Request succeeded.

For more status codes, see Status Codes.

{
  "error_code" : "GOM.00000000",
  "error_msg" : null,
  "provider_code" : 4
}

Status code: 400

The server failed to process the request.

For more status codes, see Status Codes.

{
  "error_code" : "GOM.00007256",
  "error_msg" : "Invalid parameter",
  "provider_code" : 4,
  "data" : null
}

Status Codes

Status Code	Description
200	Request succeeded. For more status codes, see Status Codes.
400	The server failed to process the request. For more status codes, see Status Codes.

Status Code

Description

200

Request succeeded.

For more status codes, see Status Codes.

400

The server failed to process the request.

For more status codes, see Status Codes.

Error Codes

See Error Codes.

Parent topic: Issue Ticket Management

Previous topic: Querying Details About an Issue Ticket

Next topic: Querying Historical Service Tickets

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