Retrieve IM Details and Change History

Owned by Enterprise IT
May 10, 2024
11 min read

You can retrieve Incident details and change history of a specific Incident number using the following API Request with the Incident numer. 

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

Service Name

HTTP Method

IM_GetIncidentDetailsAndChangeHistory

POST

Sample Request

Json Format
{
  "ServiceName": "IM_GetIncidentDetailsAndChangeHistory",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey": "XXXXXXXXXXXXXXXXXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "json",
      "OrgID": 1,
      "TokenID": ""
    },
    "TicketNo": 93490,
    "RequestType": "RemoteCall"
  }
}

Request Parameters

Parameter NameTypeDescriptionMandatory

TicketNo

INTEGER

Unique Identification of the Incident.

TRUE

RequestType

STRING

Type of the Request. This is the constant “RemoteCall” value.

TRUE

Sample Response

Json Format
{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "EC6F4BAA830ECC33BA5AA561DD7CA3F4D553CF39DB67156D7E13F9E710550C30342540D0B47C4FBFF224B6885C
4C682049B4130F5CBF62B2FB0E43A8A0DA5A118B3A5DD3DCDC88351CD3AB9A8E77D7F0767BC742CAE55A2C9E0666703CD49A9A49B14
BB34CFC9901C97268747675B8A3963EA5F1071C01FBC66730EBF591F24249DA3F
6A801C38F22DD56432A7E57752B5A965F5B35D4657A4F31643F70B439F22469955",
    "OrgID": 0,
    "OutputObject": {
        "IncidentDetails": {
            "TicketDetails": [
                {
                    "Costper_Hour": null,
                    "Org_Id": 1,
                    "Ticket_ID": 93488,
                    "Ticket_No": "93490",
                    "Reg_Time": "2020-09-10 13:39:06",
                    "Status": "In-Progress",
                    "Medium": "Web",
                    "LoggedBy": 428138,
                    "LoggedBy_EmailID": "john@xyz.com",
                    "OpenCategory": "GT",
                    "OpenCategoryID": 3415,
                    "Category": "GT",
                    "Classification": null,
                    "ClassificationID": null,
                    "CategoryID": 3415,
                    "Subject": "Logging a ticket as an Analyst",
                    "Pending_Code": null,
                    "PendingReason": null,
                    "Severity": 16,
                    "Severity_Name": "P3 test",
                    "PriorityName": "P3",
                    "Severity_Display": "P3",
                    "Criticality": null,
                    "Criticality_Name": null,
                    "Impact": null,
                    "SLA": 205,
                    "SLA_Name": "IT 24/7",
                    "Assigned_Workgroup": 87,
                    "WG_Name": "AVM",
                    "Assigned_Engineer": 397110,
                    "Assigned_Engineer_Name": "John",
                    "Assigned_Engineer_Email": "john@xyz.com",
                    "Assigned_Engineer_EmpID": null,
                    "Response_Deadline": "2020-09-10 23:39:00",
                    "Response_Time": "2020-09-14 08:36:35",
                    "Response_SLA_Met": false,
                    "Response_SLA_Reason": "Updated From Web Service",
                    "Resolution_Deadline": "2020-09-11 02:59:00",
                    "Resolution_Time": null,
                    "Resolution_SLA_Met": null,
                    "Resolution_SLA_Reason": null,
                    "Closure_Code": null,
                    "ClCode_Name": null,
                    "Repeat_Ticket": false,
                    "Reopen_Ticket": false,
                    "attachments": false,
                    "Information": "Logging a ticket as an Analyst",
                    "Solution": "#Solution#",
                    "Userlog": null,
                    "Internallog": null,
                    "Caller": 397110,
                    "Caller_Name": "John",
                    "Caller_EmailID": "john@xyz.com",
                    "Sup_Function": "Info",
                    "Sup_Function_Name": "Information Technology",
                    "KB": false,
                    "ParentTicketID": null,
                    "Updated_Time1": "2020-09-14 08:36:35",
                    "Updated_Time": "2020-09-14 08:36:35",
                    "Schedule_Date": null,
                    "Target_Completion_Date": null,
                    "Resolution_SLAOfSeverity": 800,
                    "UserID": 397110,
                    "ManualEscalationDate": null,
                    "ManualEscalationLevelID": null,
                    "ManualEscalationRemarks": null,
                    "Impact_Name": null,
                    "NotificationMethod": null,
                    "Configuration_Item_ID": null,
                    "Device_Host_Name": null,
                    "WOConfigurationID": null,
                    "CustomerPriorityDetailID": null,
                    "CC_Email": null,
                    "CC_UserID": null,
                    "CustomerName": null,
                    "ParentCustomerName": null,
                    "CallerLocationName": null,
                    "ContactNo": null,
                    "MobileNo": null,
                    "FCRTicket": null,
                    "FCRComments": null,
                    "FirstWorkgroup": 87,
                    "FCRConfigured": null,
                    "Response_PriorityName": "P3",
                    "Response_DeadlineMinutes": "(600 Mins)",
                    "OpenCategoryID1": 3415,
                    "OpenCategory1": "GT",
                    "EnableMajorIncident": null,
                    "EnableClosureCategory": null,
                    "MajorIncident": null,
                    "DoNotUpdateChildPriority": false,
                    "ResolutionCode": null,
                    "ResolutionCodeName": null,
                    "ClosureRemarks": null,
                    "TicketClosingMode": "Auto",
                    "ElapsedTime": 6011,
                    "Source": "Person",
                    "Sub-Workgroup Name": null,
                    "Ticket_ID_Encrypted": "Xdnu1oD6UVVvSljQ4wQzRA%3d%3d"
                }
            ],
            "ChangeHistory": [
                {
                    "uid": 1272206,
                    "column_name": "Response Time",
                    "change_date": "2020-09-14 08:36:37",
                    "change_by": 428138,
                    "change_byName": "John",
                    "old_Value": null,
                    "new_Value": "2020-09-14 08:36:35",
                    "AttributeType": ""
                },
                {
                    "uid": 1272205,
                    "column_name": "Assigned To",
                    "change_date": "2020-09-14 08:36:37",
                    "change_by": 428138,
                    "change_byName": "John",
                    "old_Value": "",
                    "new_Value": "John",
                    "AttributeType": ""
                }
            ],
            "CustomAttributes": []
        }
    },
    "OutputID": 0,
    "Input": null
}

Status and Error Codes

For more information, see Status and Error Messages.