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requests

Create service request for item

post/api/v1/requests/items/{item_id}

Path parameters

item_idinteger required

The item ID

Headers

X-Api-Keystring required
X-Workspace-Idstring

Request body

request_typestring
request_source'EMAIL' | 'SLACK' | 'TEAMS' | 'PORTAL' | 'WORKFLOW' | 'JOURNEY' | 'API' | 'UNIVERSAL_AGENT'
descriptionstring
email_contentstring
plain_text_description_overridestring

Internal-only override for the persisted plain-text rendering of the description. When non-empty, AbstractRequestService persists it as RequestDetail.description instead of running HTMLSanitizerUtil.getPlainText() on the HTML description. Set ONLY by the email ingestion path (EmailIntentBasedRequestCreationService), which derives it from reqDescription via normalizeHtmlToPlainText(getPlainTextForRichHtml(...)) so system-generated HTML emails (BlackLine offboarding, etc.) avoid mashed table cells and blank-line storms. Annotated @JsonIgnore so external HTTP clients cannot set it via the request body — without that annotation, any caller of POST /requests, /service-requests, /incidents could write arbitrary unsanitized text into RequestDetail.description, bypassing the getPlainText() pipeline. The Lombok @SuperBuilder still exposes a setter for in-process Java callers (the email path), since builder access does not go through Jackson.

statusstring
prioritystring
parent_request_idinteger
agent_groupinteger
assigneeinteger
subjectstring
workspace_idinteger
tagsinteger[]
cc_emailsstring[]
bcc_emailsstring[]
attachmentsinteger[]
requesterinteger
to_emailstring
custom_fieldsApiV1RequestsItemsItemIdPostRequestBodyContentApplicationJsonSchemaCustomFields
created_atstring date-time
updated_atstring date-time
external_idstring
external_source'SAAS_GENIE' | 'SNOW' | 'JSM_BRIDGE'
resolution_timestring date-time

When the ticket was resolved in the source system. Only accepted during migration (requires external_id or external_source).

first_response_timestring date-time

When the first agent response occurred in the source system. Only accepted during migration (requires external_id or external_source).

first_response_due_timestring date-time

SLA due time for first response from the source system. Only accepted during migration (requires external_id or external_source).

resolution_due_timestring date-time

SLA due time for resolution from the source system. Only accepted during migration (requires external_id or external_source).

closed_status_atstring date-time

When the ticket was moved to closed status in the source system. Only accepted during migration (requires external_id or external_source). When provided with a closed status, also sets resolution_time if not explicitly provided.

item_idinteger
item_fieldsApiV1RequestsItemsItemIdPostRequestBodyContentApplicationJsonSchemaItemFields

Response

Successful response

RequestsPostapiV1RequestsItemsItemIdResponse200 required

Empty response body

Changes

Changed in 1 of the 4 revisions of this API.1

  • 2ab1cf36239b1See the full diff
    • ○

      api operation id postapi-v-1-requests-items-item-id removed and replaced with postapi_v1_requests_items__item_id

      api-operation-id-removed