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Requests & TicketsTicket Creation

createServiceRequest

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Create a service request from a service item.

Creates a new service request for a specific catalog item. If the target is an external ITSM and the user is not connected, returns 428 EXTERNAL_AUTH_REQUIRED with authorization_url; show it to the user and retry the same call after they connect.

Parameters

NameTypeRequiredDescription
itemIdintegerYesThe service item ID (from searchInternalKnowledgeAndCatalogs service_items or listServiceItems)
item_idintegerNo
item_fieldsobjectNo
request_typestringNo
request_sourceobjectNo
categorystringNo
subcategorystringNo
cti_itemstringNo
descriptionstringNo
email_contentstringNo
statusstringNo
prioritystringNo
parent_request_idintegerNo
agent_groupintegerNoID of the agent group to associate with the request. Members of this group are included in follower notifications when t
assigneeintegerNoID of the user assigned to the request.
subjectstringNo
notesRequestNoteRequest[]No
workspace_idintegerNo
conversation_infoobjectNo
tagsinteger[]No
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