It is possible to create new tickets, updating existing tickets and create tickets using the built in Kace Helpdesk API
Note: The use of the KACE API is not within support scope.
Before anything can be done in the KACE Helpdesk through the API, first authenticate as a user to the KACE API
This can be done by sending a POST request to:
https://yourK1000/ams/shared/api/security/login
The header should have:The body request needs to have the authentication details, and example of how this may look is:
{"password" : "Your_PassW0rd", "userName" : "admin", "organizationName" : "Default"}
Once this is sent, if all goes correctly, the server should respond with a : x-dell-csrf-token
Note: For 12.0 and later, "x-dell-api-version" and "x-dell-csrf-token" headers should be replaced with x-kace-api-version and x-kace-csrf-token respectively.
Include this token in the header of all future requests with the API during your session.
To create a new ticket, send a POST request to:
https://yourK1000/api/service_desk/tickets
The header should be the same as above (with the included x-dell-csrf-token)
The body request should look similar to this:
{
"Tickets": [
{
"hd_queue_id": 1,
"title": "I was built by API",
"summary": "Look it's working!"
}
]
}
The most important thing in the above example is the layout of the { } and [ ].
If laid out correctly, the server will respond with the created ticket ID which will then appear in the Helpdesk
If not, it will say success (to indicate the POST request was received) but will not give a ticket ID and no ticket will be created
More fields can be set in the ticket than the above example
To see of the files that can be used, send a GET request to:
https://yourK1000/api/service_desk/queues/1/fields
Note: change the 1 to any number to indicate the queue ID
The server will respond with a list of all the fields that you can use when creating a new ticket
Updating a ticket is similar, but this time don't include a queue ID, but include the ticket number in the URL
i.e : replace 1337 below with your ticket number you want to update.
To do this, send a POST request to:
https://yourK1000/api/service_desk/tickets/1337
The body could look like this:{
"Tickets": [
{
"title": "I have been updated by the API",
"summary": "Look it's working!"
}
]
}
https://yourK1000/api/service_desk/tickets
https://yourK1000/api/service_desk/tickets/1337
The header is the same as creating a new ticket
There is no need to include anything in the body for this request to work
All the above just scratches the surface of what is possible with the API
The above were mostly intended as examples.
All the possible APIs, parameters and uses can be found in the API_Reference document for the version of KACE that working on which is located in the KACE Technical Documentation
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