Requests & TicketsTicket Creation

createIncident

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Create an incident.

Creates a new incident request in the system. Incidents represent unplanned interruptions or reductions in quality of IT services. Use this method to report outages, system failures, or other service-affecting issues that need immediate attention.

Parameters

NameTypeRequiredDescription
impactstringNo
urgencystringNo
categorystringNo
subcategorystringNo
assetsinteger[]No
tagsinteger[]No
item_idintegerNo
item_fieldsobjectNo
request_typestringNo
request_sourceobjectNo
descriptionstringNo
email_contentstringNo
plain_text_description_overridestringNoInternal-only override for the persisted plain-text rendering of the description. When non-empty, AbstractRequestService
statusstringNo
prioritystringNo
parent_request_idintegerNo
agent_groupintegerNo
assigneeintegerNo
subjectstringNo
notesRequestNoteRequest[]No
workspace_idintegerNo
conversation_infoobjectNo
cc_emailsstring[]No
bcc_emailsstring[]No
attachmentsinteger[]No
requesterintegerNo
to_emailstringNo
request_created_fromobjectNo
custom_fieldsobjectNo
created_atstring (date-time)No
updated_atstring (date-time)No
external_idstringNo
external_sourceobjectNo
resolution_timestring (date-time)NoWhen the ticket was resolved in the source system. Only accepted during migration (requires external_id or external_sour
first_response_timestring (date-time)NoWhen the first agent response occurred in the source system. Only accepted during migration (requires external_id or ext
first_response_due_timestring (date-time)NoSLA due time for first response from the source system. Only accepted during migration (requires external_id or external
resolution_due_timestring (date-time)NoSLA due time for resolution from the source system. Only accepted during migration (requires external_id or external_sou
closed_status_atstring (date-time)NoWhen the ticket was moved to closed status in the source system. Only accepted during migration (requires external_id or