- Service Management CMDB API
- Service Management Incident API
- Overview
- Customer On-Boarding Process
- Customer On-Boarding Resources
- Sample Message Pairs
- Error Codes and Descriptions
- Requesting Access to Service Management APIs
- Contact the Service Management team
- Service Management Incident PUSH API
- Service Management Service Request API
Overview
SITA's ITSM (Service Management) platform enables SITA to deliver a world-class IT service management experience. The SITA Service Management APIs will allow customers to interact directly with our Service Management platform from their own ITSM systems and tools, enabling a secure exchange of information.
The SITA Service Management - Incident API allows our customers to CREATE, READ and UPDATE incident records on the SITA Service Management platform. The API is a REST API with well-defined XML message structure which can be integrated into customers’ own ITSM applications and processes, from where requests to read and update incidents can be triggered periodically based on a customer’s own business requirements. Metrics on API usage can be viewed by customers in their Developer.aero account.
If you would like to request access to SITA Service Management - Incident API you will need to first create an account on Developer.aero. Detailed instructions on how to register for an account, access your apps and retrieve your API credentials are available here. Once you have registered and logged in to your Developer.aero account, you can request API access by visiting any of the Service Management API Contact Us pages. From here you should send your API access request to our Product Management team. Once access has been approved you will be able to access all of the SITA Service Management APIs.
For further details on SITA’s full, ITIL-aligned, Service Management solutions, please send your queries to the product management team on our Contact Us page.
Customer On-Boarding Process
Below is a step-by-step guide to help you through the onboarding process:
STEP 1: Initial onboarding Meeting
Kick-off meeting where we'll introduce our project team and discuss the details of your project to kick-start the onboarding process.
STEP 2: Account registration & Request API Access
In order to request access to Service Management APIs, you'll need first to register for a developer.aero account and request API access here.
Our team will confirm your request and ensure that all mandatory information is provided.
(Necessary information required will be shared during the initial onboarding meeting).
STEP 3: UAT Key Generation & Activation
Once confirmed, our team will generate required UAT key(s) and you'll be able to retrieve it directly from your developer.aero account.
Please take note that you'll need to wait for an auto-generated email confirming the activation of your key(s), as our team will need to complete configuration for QA environment.
STEP 4: Implementation and support
You'll then implement the API scripts and logic into your ITSM system using the provided UAT keys & endpoints.
Throughout this process, our teams will be available to support you via meetings and emails.
STEP 5: UAT Testing
Together, we'll conduct testing on the UAT environment to ensure everything is functioning as expected.
STEP 6: Production Key generation & Activation
Once UAT testing is successful, we'll proceed with generating production keys for you. Production keys will also be made available in your developer.aero account.
Please take note that you'll need to wait for an auto-generated email confirming the activation of your key(s), as our team will need to complete configuration for production environment.
STEP 7: Endpoints updates & Final testing
You'll update the endpoints in your ITSM system to reflect the production environment changes.
We'll conduct final testing on the production environment together to ensure a smooth transition before go-live.
STEP 8: Go-Live
Once all testing is successfully completed, you'll be ready to go-live with the integrated APIs.
We're committed to providing you with the support you need throughout this process.
Customer On-Boarding Resources
A zip file containing the field mappings as well as their description can be downloaded here.
The information within the file concerns the following request types:
- CREATE INCIDENT
- UPDATE INCIDENT
- LIST INCIDENTS
- READ INCIDENT
- READ INCIDENT ACTIVITY LOG
- READ INCIDENT ATTACHMENTS
These requests concern the following incident categories and sub-categories.
| Category | Sub Category |
|---|---|
| Failure | Other |
| Hardware | Configuration Parts Peripherals Printer Server Work Station |
| Network LAN | Cabling Connectivity |
| Network WAN | Database Update Preventative Maintenance Request for Information User Access |
| Software Application | Data Non-Standard Standard |
Sample Message Pairs
| Message # | Description | Sample RQ / RS |
|---|---|---|
| 01 | Create Customer Incident | Create_Customer_Incident.zip |
| 02 | Read Customer Incident | Read_Customer_Incident.zip |
| 03 | Update Customer Incident | Update_Customer_Incident.zip |
| 04 | List Customer Incident | List_Customer_Incident.zip |
| 05 | Read Incident Activity Log | Read_Activity_Log_Incident.zip |
| 06 | Read Incident Attachment | Read_Incident_Attachment.zip |
Download an archive containing all the Service Management Incident API sample RQ/RS messages here.
Error Codes and Descriptions
| Error Code | Error Description | Comments |
| E001 | Apikey Validation Failed | |
| E004 | Schema Validation Exception | Schema Validation Exception:
|
| E005 | Missing Mandatory fields | |
| E006 | Invalid Mandatory fields | |
| E007 | Ticket Not Found | Ticket is closed |
| E008 | Ticket Not Found | Incident Not Exits |
| E009 | Ticket Not Found | Different interface/company or Ticket Not Belongs to User |
| E010 | Ticket Not Found | Customer Reference number is missing |
| E011 | Ticket Not Found | Customer Reference number not exists |
| E012 | Invalid Status | Incident active status is missing true/false (List Ops) |
| E013 | Future fromDate cannot be validated | |
| E014 | Future toDate cannot be validated | |
| E015 | FromDate Is Greater Than ToDate | |
| E016 | Date Range Should Not Exceed 12 Months | |
| E017 | FromDate - Invalid date format. Please enter the date in the format YYYY - MM - DD | |
| E018 | Incident can not be created - customer/supplier number already exist | |
| E019 | Module Does not Exist | |
| E021 | Affected End User / User Does Not Exists | |
| E022 | toDate - Invalid date format. Please enter the date in the format YYYY - MM - DD | |
| E025 | Future FromTimeStamps cannot be validated | |
| E026 | Future ToTimeStamps cannot be validated | |
| E027 | FromTimeStamps Is Greater Than ToTimeStamps | |
| E028 | No Record found for the given timestamps range | |
| E029 | Cannot Update The Incident With Attachment -Incident does not belongs to User - Internal(getSysID) | |
| E030 | Ticket Not Found - Read Attachment | |
| E031 | Attachment Not Found | |
| E032 | Invalid Request - Attachment Not Exists | |
| E033 | Attachment Not Found - Not Belongs to the company | |
| E035 | DowntimeEndTime - Invalid date format. Please enter the date in the format YYYY - MM - DD | |
| E036 | Please Provide Valid Format For FromTimeStamps As 'YYYY-MM-DD','HH:MM:SS' | |
| E037 | Please Provide Valid Format For ToTimeStamps As 'YYYY-MM-DD','HH:MM:SS' | |
| E038 | Please Provide Valid Format For FromTimeStamps And ToTimeStamps As 'YYYY-MM-DD','HH:MM:SS' | |
| E039 | Invalid page number - Total Page No | |
| E040 | No Records Exists For Given Time Ranges | |
| E041 | PageNo Cannot be - 0 | |
| E042 | Please provide numeric value for page_no | |
| E043 | Affected End User and E-Mail id can not different | |
| E044 | Cannot Resolve - Ticket Not in Work In Progress | |
| E045 | Assignment Group Is Not Valid - HR/Fin/Isdu | |
| E046 | DowntimeEndTime - Invalid date format. Please enter the date in the format YYYY - MM - DD |
| Error Type | Sample Error Message |
| Invalid JWT | { "fault": { "faultstring": "Invalid token: policy(Verify-JWT)", "detail": { "errorcode": "steps.jwt.InvalidToken" } } } |
| Expired JWT | { "fault": { "faultstring": "The Token has expired: policy(Verify-WT)", "detail": { "errorcode": "steps.jwt.TokenExpired" } } } |
| Blank JWT | { "fault": { "faultstring": "Failed to Resolve Variable : policy(Decode-JWT) variable(null)", "detail": { "errorcode": "steps.jwt.FailedToResolveVariable" } } } |
The above table of Error Codes and Descriptions can be downloaded here.
Requesting Access to Service Management APIs
In order to request access to Service Management APIs, you must first be logged into the developer.aero site with the account you wish access to be granted to. Please ensure you have completed the below steps prior to requesting API access.
Step 1: Account Registration
Please register for a developer.aero account here if you do not already have one. You may skip this step and proceed to Step 2 if you already have an account.
Step 2: Account Authentication
Please log in to developer.aero here using the account you wish API access to be issued to. You may skip this step and proceed to Step 3 if you are currently logged in.
Step 3: Request Access to Service Management APIs
Access to Service Management APIs can be requested below once you have completed Steps 1 and 2.
Contact the Service Management team
For any other queries regarding Service Management APIs, please feel free to contact our teams below.
For business or general queries, please contact our Product Management Team.
For Service Management Incident API related queries for existing users, please contact:
