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You can retrieve all Incidents that are logged for Analysts or a specific Analyst based on the following Incident status' using the following API Request;

  • Open
  • Assigned
  • Resolved
  • Closed

To authenticate the below API, see API Authentication and Authorization.

Service NameHTTP Method
IM_GetIncidentList

POST

Sample Request

Code Block
titleJson Format
linenumberstrue
{
  "ServiceName": "IM_GetIncidentList",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXXXXXXXXXXX",
      "TokenID": "",
      "OrgID": "1",
      "ReturnType": "JSON",
      "ProxyID": 0
    },
    "objIncidentCommonFilter": {
      "Executive": 1,
      "WorkgroupName": "",
      "CurrentPageIndex": 0,
      "ExecutiveEmailId": "",
      "PageSize": 3,
      "OrgID": "1",
      "Instance": "Info",
      "Status": "Open",
      "strUpdatedFromDate": "2020-06-28",
      "strUpdatedToDate": "2020-07-01",
      "IsWebServiceRequest": true
    }
  }
}

Request Parameters

Parameter NameTypeDescriptionMandatory

Executive 

Status
colourBlue
titleBOOLEAN

Is Executive or not?

The value is either 0 or 1. The executive is an Analyst.

  • If you want to get the Analyst Incidents, select the value as 1. 
  • If you want to get the End User Incidents, select the value as 0.

Status
colourGreen
titletrue

WorkgroupName 

Status
colourGreen
titleString

Workgroup defines a group of members in an Instance or a unit of an organization.

You can retrieve multiple workgroup Incidents using comma separation between the workgroup names without a space.

For Example:

"WorkgroupName": "WG1,WG2,WG3"

Status
colourGrey
titlefalse

CurrentPageIndex

Status
titleInteger

Current Index of the page that you are looking into.

For Example:

If each page contains 10 records and there are 10 pages. The Response displays items from 1 to 10 when you specify the  CurrentPageIndex value as 1.

Status
colourGreen
titletrue

PageSize

Status
titleInteger

Number of records  displayed per page.

For Example:

Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records.

Status
colourGreen
titletrue

OrgID

Status
colourGrey
titleINTEGER

Unique Identification number of an Organization. By default, the value is 1.

Status
colourGreen
titletrue

Instance

Status
colourGreen
titleString

Instance defines a business unit, entity, or a department in an organizational hierarchy.

For Example: Info

Status
colourGreen
titletrue

Status

Status
colourGreen
titleString

Status of Incidents that should be displayed. 

The value of the Status can be any of the following:

  • Open
    Open Incidents displays the count of all open Incidents of Workgroups for the specified time period.
  • Assigned
  • Resolved
  • Closed

Status
colourGrey
titlefalse

ExecutiveEmailId

Status
colourGreen
titleString

E-mail ID of the specific Analyst.

Status
colourGrey
titlefalse

strUpdatedFromDate

Status
colourGreen
titleString

You can select the date range to get the list of Incidents. Specify the From Date of the Incidents that you want to be displayed.

The format of From Date is YYYY-MM-DD. The From Date starts from 00:00:00 hrs of the selected date.

Status
colourGrey
titlefalse

strUpdatedToDate

Status
colourGreen
titleString

You can select the date range to get the list of Incidents. Specify the To Date of the Incidents that you want to be displayed.

The format of From Date is YYYY-MM-DD. The To Date ends on 11:59:59 hrs of the selected date.

Status
colourGrey
titlefalse

IsWebServiceRequest 

Status
colourBlue
titleBoolean

Is the Request from Web Service. The value is constant and always true.

Status
colourGreen
titletrue

Sample Response

Code Block
titleJson Format
linenumberstrue
{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "3578B43E054F93202636C5004F4BE416F7D1D6562F7D6C8A6568D00BFFF46AB3F863190A24DEC0C12261DE29C2A
380F741DF7BD839180472A5A2CC33D816472AE23FED8E7E9A2A0BF950F372663752928ACBBA708F1DC6BAE9364DD3E5B3001C1D3E9
0DF6A1C0A0224B8C294088AD8C84B46FBAB4E67623DB467593E95940410AACDD1CB6713F5D93E7E59554E7689E9868AFB8A3F93BF
AAE6C91F2AFDBC89
B4F7099906",
    "OrgID": 0,
    "OutputObject": {
        "MyTickets": [
            {
                "ROWNUM": 1,
                "Ticket_ID": "tLwkjkfhh3R5v2Un%2bfjQqQ%3d%3d",
                "TotalRows": 30624,
                "Incident ID": 93503,
                "Logged Time": "2020-09-14 20:58:55",
                "Status": "New",
                "Symptom": "-No Symptom-",
                "Workgroup Name": "Network",
                "Executive Name": "",
                "Assigned_Engineer": null,
                "Priority": "P3",
                "PriorityColorCode": "#e62727",
                "Resolution_SLA": 800,
                "SLAName": "IT 24/7",
                "CallerName": "John",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 2,
                "Resolution_ElapseTime": 122,
                "SLAProgress": 15,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "CallerUpdate": null,
                "IsChild": 0,
                "IsParent": 0,
                "AssignedToMe": 0,
                "Reopened": false,
                "Sup_Function": "Info",
                "SLARemainingTime": 678,
                "Response_Deadline": "/Date(1600113540000)/",
                "Updated_Time": "2020-09-14 20:58:55",
                "Customer": null,
                "Location": null,
                "Urgency": null,
                "Impact": null,
                "Classification": null,
                "FullClassification": null,
                "Category": "GT",
                "FullCategory": "GT",
                "Pending Reason": null,
                "Schedule Date": null,
                "Service Window": "IT 24/7",
                "IsAttExists": 0,
                "IsAutoResolve": 0,
                "Vendor Incident ID": "",
                "Vendor Name": "",
                "Vendor_status": "",
                "VendorIncidentStartDate": null,
                "VendorIncidentEndDate": null,
                "Assigned_Engineer_Name_Secondary": "",
                "Response_voilation": null,
                "Resolution_voilation": null,
                "Response Deadline": "2020-09-15 06:59:00",
                "Resolution Deadline": "2020-09-15 10:19:00",
                "Reslution Code Name": null,
                "IsMajorIncident": "No",
                "AgeClass": "green",
                "AgingInfo": "0-2 Days",
                "SLAPercent": "15",
                "SLAProgressClass": "success",
                "Remaining SLA Time": "<i class=\"fa fa-play\" style=\"color:#51A351\" 
                                      title=\"SLA In-Progress\"></i> 0 Dy, 11 Hr, 18 Mi",
                "Sub-Workgroup Name": null
            },
            {
                "ROWNUM": 2,
                "Ticket_ID": "Z6hjYGRcT70Zbz5iRTOufQ%3d%3d",
                "TotalRows": 30624,
                "Incident ID": 93502,
                "Logged Time": "2020-09-14 20:53:30",
                "Status": "New",
                "Symptom": "-No Symptom-",
                "Workgroup Name": "IT Infrastructure ..",
                "Executive Name": "",
                "Assigned_Engineer": null,
                "Priority": "P3",
                "PriorityColorCode": "#e62727",
                "Resolution_SLA": 800,
                "SLAName": "IT 24/7",
                "CallerName": "John",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 2,
                "Resolution_ElapseTime": 127,
                "SLAProgress": 15,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "CallerUpdate": null,
                "IsChild": 0,
                "IsParent": 0,
                "AssignedToMe": 0,
                "Reopened": false,
                "Sup_Function": "Info",
                "SLARemainingTime": 673,
                "Response_Deadline": "/Date(1600113240000)/",
                "Updated_Time": "2020-09-14 20:53:30",
                "Customer": null,
                "Location": null,
                "Urgency": null,
                "Impact": null,
                "Classification": null,
                "FullClassification": null,
                "Category": "GT",
                "FullCategory": "GT",
                "Pending Reason": null,
                "Schedule Date": null,
                "Service Window": "IT 24/7",
                "IsAttExists": 0,
                "IsAutoResolve": 0,
                "Vendor Incident ID": "",
                "Vendor Name": "",
                "Vendor_status": "",
                "VendorIncidentStartDate": null,
                "VendorIncidentEndDate": null,
                "Assigned_Engineer_Name_Secondary": "",
                "Response_voilation": null,
                "Resolution_voilation": null,
                "Response Deadline": "2020-09-15 06:54:00",
                "Resolution Deadline": "2020-09-15 10:14:00",
                "Reslution Code Name": null,
                "IsMajorIncident": "No",
                "AgeClass": "green",
                "AgingInfo": "0-2 Days",
                "SLAPercent": "15",
                "SLAProgressClass": "success",
                "Remaining SLA Time": "<i class=\"fa fa-play\" style=\"color:#51A351\" 
                                      title=\"SLA In-Progress\"></i> 0 Dy, 11 Hr, 13 Mi",
                "Sub-Workgroup Name": null
            }
        ],
        "GridViewDisplayColumns": [
            {
                "LabelName": "Ticket_ID",
                "Value": "Ticket_ID",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Incident ID",
                "Value": "Incident ID",
                "Placeholder": null,
                "IsCustomField": false
            }
        ]
    },
    "OutputID": 0,
    "Input": null
}

Status and Error Codes

For more information, see Status and Error Messages.

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