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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 Push API allows our customers to CREATE new incident records in the SITA Service Management platform. It also enables customer's ITSM to receive real-time updates regarding those incidents records (events driven). Additionally, whenever new incident records are logged to the SITA Service Management platform, the customer's ITSM system promptly receives notifications about their creation. 


The API is a REST API with well-defined XML message structure which can be integrated into customers’ own ITSM applications and processes.
Metrics on API usage can be viewed by customers in their account.


If you would like to request access to SITA Service Management - Incident Push 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 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 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 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 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:




Sample Message Pairs


Service Management Incident Push API - Samples Message Pairs
Message #DescriptionSample RQ / RS
03CREATE CUSTOMER INCIDENT (Push - event driven from SITA)
04UPDATE CUSTOMER INCIDENT (Push -event driven from SITA)


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


Error Codes and Descriptions


Service Management Incident Push API - Error Codes and Descriptions
Error CodeError DescriptionComments
E001Apikey Validation Failed 
E004Schema 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’
E005Missing Mandatory fields 
E006Invalid Mandatory fields 
E007Ticket Not FoundTicket is closed
E008Ticket Not FoundIncident Not Exits
E009Ticket Not FoundDifferent interface/company or Ticket Not Belongs to User
E010Ticket Not FoundCustomer Reference number is missing
E011Ticket Not FoundCustomer Reference number not exists
E012Invalid StatusIncident active status is missing true/false (List Ops)
E018Incident can not be created - customer/supplier number already exist 
E019Module Does not Exist 
E021Affected End User / User Does Not Exists 
E029Cannot Update The Incident With Attachment -Incident does not belongs to User - Internal(getSysID) 
E030Ticket Not Found - Read Attachment 
E031Attachment Not Found 
E032Invalid Request - Attachment Not Exists 
E033Attachment Not Found - Not Belongs to the company 
E035DowntimeEndTime - Invalid date format. Please enter the date in the format YYYY - MM - DD 
E036Please Provide Valid Format For FromTimeStamps As 'YYYY-MM-DD','HH:MM:SS' 
E037Please Provide Valid Format For ToTimeStamps As 'YYYY-MM-DD','HH:MM:SS' 
E038Please Provide Valid Format For FromTimeStamps And ToTimeStamps As 'YYYY-MM-DD','HH:MM:SS' 
E043Affected End User and E-Mail id can not different 
E044Cannot Resolve - Ticket Not in Work In Progress 
E045Assignment Group Is Not Valid - HR/Fin/Isdu 
E046DowntimeEndTime - Invalid date format. Please enter the date in the format YYYY - MM - DD 
Responses & Error Codes Expected from Customer System
500Server error 


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 Push 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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