How does a user create an Incident ticket through the REST API in BMC Remedy AR System Server?

To create a new Incident ticket through the REST API, the request must be submitted to the HPD:IncidentInterface_Create form.

The HPD:Help Desk form must not be used for direct creation.

Ensure that REST API is configured correctly on the AR System Server and that an authentication token is generated for the login account.

For details about REST API configuration, refer to the corresponding Knowledge Article.

1. Endpoint for Creating an Incident Ticket

Submit a POST request to the following endpoint:
http/https://<servername>:<port>/api/arsys/v1/entry/HPD:IncidentInterface_Create/

To fetch specific fields such as the Request ID or Incident Number, use:

http/https://<servername>:<port>/api/arsys/v1/entry/HPD:IncidentInterface_Create?fields=values(Request ID, Incident Number, Urgency, Priority)

2. Required Headers

Using AR-JWT Authentication

Headers:
Content-Type: application/json
Authorization:AR-JWT {{jwt}} 
where jwt is the token generated for the login account beforehand.       

   Using OAuth2 Authentication

Headers:
         Authorization:  Bearer {{token}}
         X-Requested-By:  XMLHttpRequest

Content-Type: application/json

3. Example Request Body

A. Create an Incident (without assignment)
The following fields are required to be included in your request at the body tab in raw format: For example

Create Incident using rest (without assignment of the case while creating):-

{
    "values":
        {

        "Description":"Test111",
        "Urgency":"4-Low",
        "Impact":"4-Minor/Localized",
        "Company":"Calbro Services",
        "Assigned Group":"Service Desk",
        "Status":"New",
        "Reported Source":"Direct Input",
        "First_Name":"App",
        "Last_Name":"Admin",
        "Service_Type":"User Service Restoration"

        }
}

B. Create an Incident and Assign It to a Specific Group

{
 
  "values":
    {
    "Description": "REST API: Incident Creation",
    "Urgency":"4-Low",
    "Impact":"4-Minor/Localized",
    "Company":"Calbro Services",
    "Assigned Group":"Backoffice Support",
    "Assigned Group ID" : "SGP000000000009",
    "Assigned Support Organization": "IT Support",
    "Assigned Support Company":"Calbro Services",
    "Status":"New",
    "Reported Source":"Direct Input",
    "First_Name":"Allen",
    "Last_Name":"Allbrook",
    "Assignee":"Mary Mann",
    "Service_Type":"User Service Restoration",
    "z1D_Action":"CREATE"
    }
}

Replace all placeholder values with values that are appropriate for the environment.

4. Troubleshooting

If an error occurs during submission:

• Enable ARFilter logging.
• Reproduce the issue.
• Review the logs for detailed error analysis.

Related Information:-

Check this article to know more about REST API:
AR Server REST API architecture and overview - Start here

For more information check below documents.

 Calling third-party REST APIs in a Remedy application

The REST API references

Integrating ITSM with third-party applications by using the REST API