API method to escalate ticket to SoftLayer - ibm-cloud

Question

Using BAP creds I am able to pull all my accounts tickets, check content and update. Which API call to use to escalate ticket to SoftLayer?

Answer 1

this is the API service that BAP uses to perform its actions:
http://sldn.softlayer.com/reference/services/SoftLayer_Brand
as you can see there is a method to list the tickets, however there is no a method to create tickets, that is because when you create a ticket using BAP is the same thing like if you would create the ticket using control portal the method used is this:
http://sldn.softlayer.com/reference/services/SoftLayer_Ticket/createStandardTicket
here an example to create tickets using the Softlayer's Python client:
https://softlayer.github.io/python/create_ticket/
using REST:
POST https://$USERNAME:$APIKEY#api.softlayer.com/rest/v3/SoftLayer_Ticket/createStandardTicket
payload:
{
"parameters":[{
"subjectId": 1121,
"assignedUserId": 11111
},"this is my test ticket"]
}
Note: replace assignedUserId with a valid user id
Regards

Answer 2

To escalate a ticket to SoftLayer, you need to follow these steps:
1. Add an update to the ticket
https://$user:$apiKey#api.softlayer.com/rest/v3/SoftLayer_Ticket/21588750/addUpdate
Method: Post
{
"parameters":[
{
"entry":"Escalate to SoftLayer",
"type":
{
"keyName":"AGENT"
}
}
]
}
2. Edit the ticket with the following information:
https://$user:$apiKey#api.softlayer.com/rest/v3/SoftLayer_Ticket/21588750/edit
Method: Post
{
"parameters":[
{
"groupId":1008, "changeOwnerFlag":true
}
]
}
Note: “groupId : 1008” refers to Support group. To get available group identifiers (groupId), try the following rest request:
https://$user:$apiKey#api.softlayer.com/rest/v3/SoftLayer_Ticket/getAllTicketGroups
Method: Get
References:
SoftLayer_Ticket::addUpdate
SoftLayer_Ticket::edit
SoftLayer_Ticket::getAllTicketGroups