Using SOI REST call, the ticket id number can be added to an alert, but how can I add the ticket id number and turn it into a hyperlink?
Release : 4.2
Component : Service Operations Insight (SOI) Manager
To create a hyperlink for the ticket you'll have to provide "ticketId" and "ticketUrl" values. Each of these values has to be passed on to SOI in a certain format.
"ticketId" should have the format <incident number>.
"ticketUrl" should have the format "https://<ServiceNow Instance>/nav_to.do?uri=incident.do?sys_id=<sys_id> value
Note:
To get the sys_id of the incident number you'll have to look in to xml content for the ticket in ServiceNow. The Content-Type of your PUT request should be application/vnd.ca.soi.api.v2+xml (same as the GET request)
Here is an example of the PUT REST call to add a ticketID with hyperlink:
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<alertDefinition>
<acknowledged>false</acknowledged>
<ticketId>INC0010003</ticketId>
<assigned></assigned>
<exempt>false</exempt>
<userAttributes>
<userAttribute1></userAttribute1>
<userAttribute2></userAttribute2>
<userAttribute3></userAttribute3>
<userAttribute4></userAttribute4>
<userAttribute5></userAttribute5>
<userAttribute6></userAttribute6>
<userAttribute7></userAttribute7>
<userAttribute8></userAttribute8>
<userAttribute9></userAttribute9>
<userAttribute10></userAttribute10>
</userAttributes>
<ticketUrl>https://example.service-now.com/nav_to.do?uri=incident.do?sys_id=examplesis_id</ticketUrl>
</alertDefinition>
Note:
The sys_id should be replaced with the sys id of your incident number and you need to replace "example.service-now.com" instance with your ServiceNow instance name.