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You can retrieve the master data of all Incidents based on the Instance using the following API Request.

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

Service Name	HTTP Method
IM_GetIncidentMaster	POST

Sample Request

Json Format

{
  "ServiceName": "IM_GetIncidentMaster",
  "objCommonParameters": {
    "RequiredParameters": {
      "InstanceCode": "Faci",
      "PageName": "TicketDetail",
      "IsRequiredClassificationandCat": true
    },
    "_Pro xyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "XXXXXXXXXXXXXX",
      "TokenID": "",
      "OrgID": "1",
      "ReturnType": "JSON",
      "ProxyID": 0
    }
  }
}

Request Parameters

Parameter Name

Type

Description

Mandatory

InstanceCode

STRING

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

For Example: Info

TRUE

PageName

STRING

Name of the page.

The values are constant and as follows:

TicketDetail if the Updater is an Executive.
LogTicket if the Updater is a Caller

TRUE

IsRequiredClassificationandCat

BOOLEAN

Is Classification and Category are required?

The value is either true or false.

TRUE

Sample Response

Json Format

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "",
    "OrgID": 0,
    "OutputObject": {
        "MasterData ": {
            "IncidentMasters": {
                "userDetail": {
                    "CallerContactNumAttributeId": 0,
                    "UserID": 11,
                    "EmpID":nu ll,
                    "Title": null,
                    "UserName": null,
                    "EmailID": "John@xyz.com",
                    "NT_UID": null,
                    "Frm_UID": null,
                    "Frm_PWD": null,
                    "Role": null,
                    "UName": "peter",
                    "Contact": "XXXXXXXXXX",
                    "Active": false,
                    "CustomerName": null,
                    "LocationName": "Bangalore",
                    "Location ": 1861,
                    "OrgID": 0,
                    "Customer": 0,
                    "WGAccess": null,
                    "RPTAccess": null,
                    "InstanceAccess": null,
                    "Lan dingPage": null,
                    "LoginType": null,
                    "UserProfileImageName": "f29c3b16-312d-4aa3-b206- a97400cc9261.jpg",
                    "UT_ID": 0,
                    "MobileNo": "XXXXXXXXXX",
                    "GUID": null,
                    "LicenseEdition": null,
                    " LicenseAttributeType": null,
                    "ConcurrentLicCount": 0,
                    "LogInAnalystAsUser": false,
                    "MasterMenuT rimList": null,
                    "IVR_Enable": false,
                    "IVR_AgentExtn": null,
                    "IVR_RefreshInterval": null
                },
                "locationList": null,
                "workgroupList": [
                    {
                        "Text": "Workgroup 1",
                        "Value": "8",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    },
                    {
                        "Text": "Workgroup 2",
                        "Value": "18",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "assignedEngineerList": [
                    {
                        "Text": "Bob",
                        "Value": "9",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    },
                    {
                        "Text": "Bob",
                        "Value": "15",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "slaList": [
                    {
                        "Text": "24/7 support",
                        "Value": "8",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "urgencyList": [
                    {
                        "Text": "Urgency 1",
                        "Value": "5",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "impactList": [
                    {
                        "Text": "Impact1",
                        "Value": "5",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "priorityList": [
                    {
                        "Text": "Priority1",
                        "Value": "6",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "configurationItemList": [],
                "statusList": [
                    {
                        "Text": "New",
                        "Value": "New",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    },
                    {
                        "Text": "Assigned",
                        "Value": "Assigned",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "resolutionCodeList": [
                    {
                        "Text": "Resolution code 1",
                        "Value": "4",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "pendingReasonList": [
                    {
                        "Text": "Pending Reason 1",
                        "Value": "4",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "communicationTemplateList": [],
                "sourceL ist": [
                    {
                        "Text": "0",
                        "Value": "3142",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    },
                    {
                        "Text": "0",
                        "Value": "3143",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "userTypeList": [],
                "userCustomAttribute": null,
                "privatelogConfigList": [],
                "priorityConfigurationList": [
                    {
                        "PriorityID": 6,
                        "PriorityName": "Priority 1",
                        "ResponseSLA": 10,
                        "ResolutionSLA": 30
                    }
                ],
                "staticFieldConfigurationList": null,
                "customFieldGro upList": null,
                "customFieldConfigurationList": null,
                "customFieldDDLDataSource": null,
                "AlertMess age": null,
                "viewList": [
                    {
                        "Text": "Resolved_IT",
                        "Value": "1",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    },
                    {
                        "Text": "In_Progress",
                        "Value": "4",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "majorincidentConfigu ration": [],
                "MediumList": [
                    {
                        "Text": "Application",
                        "Value": "Application",
                        "EngineerInShift": 0,
                        "Shif tEnabled": 0
                    },
                    {
                        "Text": "Mail",
                        "Value": "Mail",
                        "EngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "CCDetails": null,
                "defaultViewList": [
                    {
                        "Text": null,
                        "Value": null,
                        "E ngineerInShift": 0,
                        "ShiftEnabled": 0
                    }
                ],
                "CustomFilterList": []
            },
            "Classifications": [
                {
                    "id": "5",
                    "text": "Cl assification 1",
                    "parent": "#",
                    "IsDefault": false,
                    "IsDefaultForPM": false,
                    "Active": true,
                    "fullname": null,
                    "checked": false,
                    "IsLeafNode": false,
                    "db_mapping_id": 0,
                    "title": null,
                    "HasCatalog": false
                }
            ],
            "Category": [
                {
                    "id": "4 7",
                    "text": "Housekeeping",
                    "parent": "#",
                    "IsDefault": false,
                    "IsDefaultForPM": false,
                    "Active": true,
                    "f ullname": null,
                    "checked": false,
                    "IsLeafNode": false,
                    "db_mapping_id": 0,
                    "title": null,
                    "HasCatalog":fals e
                },
                {
                    "id": "48",
                    "text": "Electrical",
                    "parent": "47",
                    "IsDefault": false,
                    "IsDefaultForPM": false,
                    "Active": true,
                    "fullname": null,
                    "checked": false,
                    "IsLeafNode": false,
                    "db_mapping_id": 0,
                    "title": null,
                    "HasCatal og": false
                }
            ],
            "Location": [
                {
                    "CM_ID": 1843,
                    "CM_Value": "3B"
                },
                {
                    "CM_ID": 1861,
                    "CM_Value": "Bang alore"
                }
            ],
            "InstanceSettings": {
                "ConfigIncomplete": true,
                "Tick etClosingMode": "Manual",
                "AutoClosingDays": 0,
                "EnableKBPopup": true,
                "FCROption": false,
                "FC RConfigured": false,
                "EnableEfforts": true,
                "EnableStopWatch": false,
                "EnableAnalyticalSearch": false,
                "EnableMajorIncident": false,
                "EnableClosureCategory": false,
                "EffortWatchMode": 2,
                "ConvertIncide ntToRequestMode": "MANUAL_RESOLVE_INCI",
                "EnableBulkUpdateList": true,
                "EnableTrouble shootingtabDetails": true,
                "EnablePartnerInfotabDetails": true,
                "EnableRunBookAutotabDetails":tru e,
                "EnableCategoryParentNode": false,
                "EnableClassificationParentNode": false,
                "EnableChangeCaller ": false,
                "EnableAdditionalInfo": true,
                "EnableAttachment": true,
                "EnableDeleteAttachmentByExecuti ve": false,
                "EnableDeleteAttachmentByUser": false,
                "EnableAssignReopenedToWG": false,
                "EnableMa nualIncidentCancellation": false,
                "AllowWorkgroupOwnerToEditPriority": true,
                "ViewOtherWgInci dentDetail": true,
                "IM_Symptom_MinChar": 10,
                "IM_Description_MinChar": 20,
                "SR_Symptom_M inChar": 0,
                "SR_Description_MinChar": 0,
                "EnableCallerSelection": false,
                "SRRemarksLabel": null,
                "D isableCategoryForAnalyst": false,
                "DisableClassificationForAnalyst": false,
                "SR_RemarksDisplay": 0,
                "ValidateImpactOnChange": false,
                "ValidateUrgencyOnChange": false,
                "ValidatePriorityOnChange": false,
                "ValidateWorkgroupOnChange": false,
                "PriorityValidationOrder": null,
                "HideMailToCaller":fal se,
                "FeedbackMandatoryIM": false,
                "FeedbackMandatorySR": false,
                "LimitTransferWorkgroup": false,
                " IM_EnableSecondaryAnalyst": false,
                "IM_EnableAutoAssignTickets": false,
                "SR_IsCartEnabled":fals e,
                "EnableEffortsByPendingStatus": false,
                "EnableEffortsByResolvedStatus": false,
                "EnableEffortsBy Workgroup": false,
                "EnableEffortsByAssignedExecutive": false,
                "IM_EnableKBOnIncidentResolve":fa lse,
                "IM_FeedBack_Enabled": true,
                "SR_FeedBack_Enabled": true,
                "IM_CategorySortOrder": 0,
                "IM_ClassificationSortOrder": 0,
                "SR_CatalogSortOrder": 0,
                "SR_ClassificationSortOrder": 0,
                "IM_Enable PendingToActive": false
            }
        }
    }
}

Status and Error Codes

For more information, see Status and Error Messages.

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