Update a Support Request

You can update a support request after its creation by adding additional details to it or modifying its customer number and case ID. You can also add or remove image and text files.

Prerequisites

You have the Provider Administrator, Provider Support User, or Customer Administrator role.
Obtain an access token from the organization you want to manage and set it as the csp-auth-token request header. See Using VMware Cloud Partner Navigator APIs.

Procedure

Enter your access token as the csp-auth-token request header.
Retrieve your organization by its ID.
```
GET https://console.navigator.vmware.com/cphub/api/core/v1/mgmt/orgs/org_ID
```
You receive a message body that contains details on the specified organization.
Enter the ID of the organization for which you want to update a support request and run a GET request.
```
GET https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests
```
You get all existing support tickets associated with the provider or customer organization ID.
To find the ID of the support request you want to update, examine the response and run a GET request.
```
GET https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests/support_request_ID
```
You get all the information associated with that support ticket.
To edit the support ticket, populate the body of the request with the values you want to change, and run a PATCH request.
You must set the Content-Type header of this request to application/json.
If the ticket is closed, you can edit its closeReason parameter.
```
PATCH https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests/support_request_ID
```

Results

You get a response with the updated support request information.

Example: Update a Support Request

This example edits the caseId of a support request associated with a certain provider or customer organization.

Request

PATCH https://console.navigator.vmware.com/cphub/api/support/v1/orgs/00dcd47b-867d-46a1-b5ac-c9c22a4427cb/support-requests/18625917011

{
  "closeReason" : "...",
  "caseId" : "1264530092",
  "additionalDetails" : "No user access.",
  "supportTicketAction" : "...",
  "customerNumber" : "...",
  "fileReferences" : [ {
    "fileName" : "...",
    "fileId" : "...",
    "action" : "REMOVE"
  }, {
    "fileName" : "...",
    "fileId" : "...",
    "action" : "ADD"
  } ]
}

Response

Status 200 OK
...
  "id": "18625917011",
  "caseId": "1264530092",
  "status": "Open",
  "subStatus": "Inbound message received",
  "title": "User Management",
  "severity": "3 - Medium",
...