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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 account.


If you would like to request access to SITA Service Management - Incident API you will need to first create an account on 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 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 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:



These requests concern the following incident categories and sub-categories.

Category Sub Category
Failure Other






Work Station

Network LAN



Network WAN

Database Update

Preventative Maintenance

Request for Information

User Access

Software Application







Sample Message Pairs


Service Management Incident API - Samples Message Pairs
Message # Description Sample RQ / RS
01 Create Customer Incident
02 Read Customer Incident
03 Update Customer Incident
04 List Customer Incident
05 Read Incident Activity Log
06 Read Incident Attachment


Download an archive containing all the Service Management Incident API sample RQ/RS messages here.


Error Codes and Descriptions


Service Management Incident API - Error Codes and Descriptions
Error Code Error Description Comments
E001 Apikey Validation Failed   
E004 Schema Validation Exception

Schema Validation Exception:

  • 'Missing Request Body'
  • 'Missing Element Is AffectedEndUser'
  • 'Missing Element Is  Description'
  • 'Missing Element Is  ShortDescription'
  • 'Missing Element Is  Module'
  • 'Mandatory field Is  FileName and FileData'
  • 'Mandatory field Is  FileName'
  • 'Mandatory field Is  FileData'
  • ‘More than 3 attachments are not allowed’
  • ‘Valid Priority Value Is 1 to 5’
  • ‘Provide Valid ActiveStatus as "true or false"’
  • ‘Invalid State’
  • ‘Missing Element Is IncidentNumber’
  • ‘Missing Element Is  AttachmentId’
  • ‘Missing File Name’
  • ‘Missing File Data’
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  
Possible Error Messages for JWT Token
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 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 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 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:

API Support Team



Do you have a question? We are here, ready to help

Get in touch

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