Changing status and adding a comment via SDM REST

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

We need to update a ticket in SDM (with code RE) to "Resolved" and the user interface requires a comment. However, we haven't been able to replicate this behavior through the API. How can we send the required comment using a REST API?

Environment

Service Desk Manager 17.x

Resolution

This needs to be done via two REST calls. 

Call 1: Change the status:

PUT http(s)://<SDM URL>:<REST PORT>/caisd-rest/cr/TICKETID

{
    "cr": {
        "status": {
            "@REL_ATTR": "RE"
        },
        "status_f": "1"
    }
}

Call 2: Add the activity log:

POST http(s)://<SDM URL>:<REST PORT>/caisd-rest/alg

{
    "alg": {
        "call_req_id": {
            "@id": "ID"
        },
        "type": {
            "@REL_ATTR": "RE"
        },
        "description": "<Text to add in the description field of the activity log>"
    }
}
 
Note: In this example we are using RE symbol for RESOLVED status. This status symbol can be changed based on your needs.

Additional Information

How to update status to 'Resolved' and insert comment same time via REST API