Retrieve Incident List

You can retrieve Incident list that belongs to a specific or multiple Workgroups using the following API Request with details such as Instance, Status, Requested Date Range, and Workgroup Name.

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

Service Name	HTTP Method
IM_GetIncidentList	POST

Sample Request

Json Format

{
  "ServiceName": "IM_GetIncidentList",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey":"XXXXXXXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "JSON",
      "OrgID": 1,
      "TokenID": ""
    },
    "objIncidentCommonFilter": {
      "WorkgroupName": "AVM,IT",
      "CurrentPageIndex": 0,
      "PageSize": 2,
      "OrgID": "1",
      "Instance": "Info",
      "Status": "New,In-Progress",
      "strUpdatedFromDate": "2020-01-01",
      "strUpdatedToDate": "2020-06-26",
      "IsWebServiceRequest": true
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Mandatory
OrgID	INTEGER	Unique Identification number of the Organization. By default, the value is 1.	TRUE
Instance	STRING	Instance defines a business unit, entity, or a department in an organizational hierarchy. For Example: Info	TRUE
IsWebServiceRequest	BOOLEAN	Is the Web Service is a Request or not? By default the value is always true.	TRUE
WorkgroupName	STRING	Workgroup defines a group of members in an Instance or a unit in an organization. You can retrieve multiple workgroup Incidents using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3"	FALSE
CurrentPageIndex	INTEGER	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.	TRUE
PageSize	INTEGER	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.	TRUE
Status	STRING	Status of the Incidents that should be displayed. Status can be Open, Reopened, New, Assigned, In-Progress, Pending, Resolved, Closed, and Cancelled. You can get all Incidents with different status' by using comma separation between the status names without a space. For Example: "Status": "Open,New,Assigned,In-Progress"	FALSE
strUpdatedFromDate	STRING	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.	FALSE
strUpdatedToDate	STRING	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.	FALSE

Sample Response

Json Format

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "519F324F813750B561EFE9F0643C407A9623824BF9F54AB01D46514912300F50329DF0384E94D243C743F517696C01
D7043A55BFE1B2B798DB20C78D2A08768635E9A4F29EE6C4C62882B9006A9D4FE3DA5AD97E980C480FC1D67ACF042F137A0A
BAE887C7B5783DF2B4373C3AAACD5E92A2804DF791AD374C829C811FD5F3C0EC95E71BE987BFD54C661862BFF579B10D7D3A
492E0391DC5AF7BEC05EBFA6B9186E4447",
    "OrgID": 0,
    "OutputObject": {
        "MyTickets": [
            {
                "ROWNUM": 1,
                "Ticket_ID": "GiT7jIQ%2bQaXHFM2gX%2bVoWA%3d%3d",
                "TotalRows": 275,
                "Incident ID": 51313,
                "Logged Time": "2020-05-21 12:31:52",
                "Status": "In-Progress",
                "Symptom": "Info - Test API Ticket",
                "Workgroup Name": "IT",
                "Executive Name": "John",
                "Assigned_Engineer": 5,
                "Priority": "Priority 1",
                "PriorityColorCode": "#f0e7ea",
                "Resolution_SLA": 10,
                "SLAName": "Summit",
                "CallerName": "Peter",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 868,
                "Resolution_ElapseTime": 20442,
                "SLAProgress": 34070,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "CallerUpdate": false,
                "IsChild": 0,
                "IsParent": 0,
                "AssignedToMe": 0,
                "Reopened": false,
                "Sup_Function": "Info",
                "SLARemainingTime": -20382,
                "Response_Deadline": "/Date(1590025020000)/",
                "Updated_Time": "2020-06-04 17:27:41",
                "Customer": "SUMMIT",
                "Location": "US(srv)",
                "Urgency": "High",
                "Impact": "High",
                "Classification": "Level 2 Child",
                "FullClassification": "Network Clfn\\Level 2 Child",
                "Category": "NETWORK",
                "FullCategory": "NETWORK",
                "Pending Reason": "Under observation",
                "Schedule Date": null,
                "Service Window": "Summit",
                "IsAttExists": 0,
                "IsAutoResolve": 0,
                "Vendor Incident ID": "",
                "Vendor Name": "",
                "Vendor_status": "",
                "VendorIncidentStartDate": null,
                "VendorIncidentEndDate": null,
                "Assigned_Engineer_Name_Secondary": "",
                "Response_voilation": "No",
                "Resolution_voilation": null,
                "Response Deadline": "2020-05-21 12:37:00",
                "Resolution Deadline": "2020-05-21 13:32:00",
                "Reslution Code Name": null,
                "IsMajorIncident": "No",
                "AgeClass": "red",
                "AgingInfo": "More than 10 Days",
                "SLAPercent": "100",
                "SLAProgressClass": "danger",
                "Remaining SLA Time": "<i class=\"fa fa-play\" style=\"color:#51A351\"
                                      title=\"SLA In-Progress\"></i> 14 Dy, 3 Hr, 42 Mi",
                "Sub-Workgroup Name": null
            },
            {
                "ROWNUM": 2,
                "Ticket_ID": "7ka7q7q%2be%2fdd%2f0CrbgRJNw%3d%3d",
                "TotalRows": 275,
                "Incident ID": 51312,
                "Logged Time": "2020-05-21 12:31:44",
                "Status": "In-Progress",
                "Symptom": "Info - Test API Ticket",
                "Workgroup Name": "IT",
                "Executive Name": "John",
                "Assigned_Engineer": 5,
                "Priority": "Priority 1",
                "PriorityColorCode": "#f0e7ea",
                "Resolution_SLA": 10,
                "SLAName": "Summit",
                "CallerName": "Peter",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 868,
                "Resolution_ElapseTime": 20442,
                "SLAProgress": 34070,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "CallerUpdate": false,
                "IsChild": 0,
                "IsParent": 0,
                "AssignedToMe": 0,
                "Reopened": false,
                "Sup_Function": "Info",
                "SLARemainingTime": -20382,
                "Response_Deadline": "/Date(1590025020000)/",
                "Updated_Time": "2020-06-04 17:26:59",
                "Customer": "SUMMIT",
                "Location": "US(srv)",
                "Urgency": "High",
                "Impact": "High",
                "Classification": "Level 2 Child",
                "FullClassification": "Network Clfn\\Level 2 Child",
                "Category": "NETWORK",
                "FullCategory": "NETWORK",
                "Pending Reason": "Under observation",
                "Schedule Date": null,
                "Service Window": "Summit",
                "IsAttExists": 0,
                "IsAutoResolve": 0,
                "Vendor Incident ID": "",
                "Vendor Name": "",
                "Vendor_status": "",
                "VendorIncidentStartDate": null,
                "VendorIncidentEndDate": null,
                "Assigned_Engineer_Name_Secondary": "",
                "Response_voilation": "No",
                "Resolution_voilation": null,
                "Response Deadline": "2020-05-21 12:37:00",
                "Resolution Deadline": "2020-05-21 13:32:00",
                "Reslution Code Name": null,
                "IsMajorIncident": "No",
                "AgeClass": "red",
                "AgingInfo": "More than 10 Days",
                "SLAPercent": "100",
                "SLAProgressClass": "danger",
                "Remaining SLA Time": "<i class=\"fa fa-play\" style=\"color:#51A351\" 
                                       title=\"SLA In-Progress\"></i> 14 Dy, 3 Hr, 42 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 Messages

For more information, see Status and Error Messages

Release Notes | Installation Guide | Other Documents

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