Processing an Incident Ticket

Function

This API is used to execute the event ticket process. Currently, only the following functions are supported: accepting an event ticket, submitting an event ticket solution, and verifying the event handling result.

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

-

-

-

-

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

URI

POST /v1/external/incident/handle

Request Parameters

**Table 1** Request body parameters
Parameter	Mandatory	Type	Description
incident_num	Yes	String	Definition: ID of the incident ticket to be handled. Constraints: It can contain 0 to 255 characters. Value range N/A Default value: N/A
operator	Yes	String	Definition: Operator ID. Constraints: It can contain 0 to 255 characters. Value range N/A Default value: N/A
operate_key	Yes	String	Definition: Type of the operation to be performed on the incident ticket, which is an enumerated value. Constraints: It can contain 0 to 255 characters. Value range: Enumerated values: acceptedIncident1: Accept the incident ticket. commitSolution1: Submit a solution. confirm: Verify the incident handling result. forwardOther1: Forward the service ticket to another owner. incidentPause: Suspend the incident ticket request. agreed: Agree the service ticket suspension, escalation, or de-escalation. rejected: Reject the service ticket suspension, escalation, or de-escalation. incidentChangeLevel1: Request a de-escalation of an incident ticket. ReOpen: Resubmit an incident ticket after it is rejected for not being accepted. Default value: N/A
parameter	No	Map<String,Object>	Input parameter. The input parameter verification varies depending on the scenario, and the required parameter keys are different. Handling, optional, not transferred or null Submit the incident ticket solution, which is mandatory. The following fields are added: mtm_type: event type, which is an enumerated value and is mandatory. is_service_interrupt: indicates whether the service is interrupted. This parameter is mandatory. The value is Boolean. The options are true and false. cause: mandatory. The value is a character string containing a maximum of 10,000 characters. Solution: mandatory. The value is a string of a maximum of 10,000 characters. Verification event handling result, which is mandatory. The following fields are added: virtual_confirm_result: (mandatory) verification result. The value is of the Boolean type. The options are true (default) and false. virtual_confirm_comment: verification description, which is mandatory. The value is a character string containing a maximum of 300 characters.

Response Parameters

Status code: 200

**Table 2** 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
data	Object	Information returned after different actions are performed. Currently, the value is fixed to null.

Status code: 400

**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

Example Requests

Accept the incident ticket.

POST https://{Endpoint}/v1/external/incident/handle

{
  "incident_num" : "IM202403221515060171753781",
  "operator" : "7da46971b7e24eed90cf777cc2ff8b91",
  "operate_key" : "acceptedIncident1",
  "parameter" : { }
}

Submit a solution to the incident ticket.

POST https://{Endpoint}/v1/external/incident/handle

{
  "incident_num" : "IM202403221515060171753781",
  "operator" : "7da46971b7e24eed90cf777cc2ff8b91",
  "operate_key" : "commitSolution1",
  "parameter" : {
    "mtm_type" : "inc_type_p_config_issues",
    "is_service_interrupt" : true,
    "cause" : "100001",
    "solution" : "20001"
  }
}

Verify the event handling result.

POST https://{Endpoint}/v1/external/incident/handle

{
  "incident_num" : "IM202403221515060171753781",
  "operator" : "7da46971b7e24eed90cf777cc2ff8b91",
  "operate_key" : "confirm",
  "parameter" : {
    "virtual_confirm_result" : false,
    "virtual_confirm_comment" : "13"
  }
}

Example Responses

Status code: 200

Request succeeded.

For more status codes, see Status Codes.

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

Status code: 400

The request failed to be processed due to bad syntax.

For more status codes, see Status Codes.

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

Status Codes

Status Code	Description
200	Request succeeded. For more status codes, see Status Codes.
400	The request failed to be processed due to bad syntax. For more status codes, see Status Codes.

Status Code

Description

200

Request succeeded.

For more status codes, see Status Codes.

400

The request failed to be processed due to bad syntax.

For more status codes, see Status Codes.