Feature released in SummitAI IT Service Management (Incident Management, Tahoe HF05)

What's New?

In the Incident Management module few APIs are enhanced for better usability.

The following APIs are enhanced:

IM_GetMyIncidents

IM_GetIncidentList

PM_LogOrUpdatePR

API Name: IM_GetMyIncidents

The following parameters are included in the Retrieve My Incidents API:

CallerEmailID
strUpdatedFromDate
strUpdatedToDate

You can apply additional filters such as caller email id and updated date using IM_GetMyIncidents API. Also, this API response contains the whole symptom of the ticket without any character limit.

Sample Request

Sample Request

{
  "ServiceName": "IM_GetMyIncidents",
  "objCommonParameters": {
    "IncidentParam": {
      "CallerEmailID":"john@xyz.com",
      "Caller":0,
      "Executive": 0,
      "Workgroup": 0,
      "OrgID": "1",
      "CurrentPageIndex": 0,
      "Status": "OPEN",
      "PageSize": 20,
      "Instance": "Info",
      "strUpdatedFromDate":"",
      "strUpdatedToDate":"2022-01-20"
    },
    "_ProxyDetails": {
      "AuthType": "APIKEY",
      "APIKey": "v55i0Q8G3wAlX1YmUG4aYVXz57T2buYztnQgUxySo2A=",
      "TokenID": "",
      "OrgID": "1",
      "ReturnType": "JSON",
      "ProxyID": 0
    },
    "InstanceCode": "Info"
  }
}

Request Parameter

Parameter Name	Type	Description	Mandatory
CallerEmailID	STRING	Email Id of the Caller.	FALSE
strUpdatedFromDate	STRING	You can select the date range to get the list of Incidents. Specify the From Date of the Incidents starting from which, you want to retrieve the incidents. 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 up till when you want to retrieve the incidents. 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

Sample Response

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "76AE1AD97B7FA0F7AA5338B92F995A529960BBE5554B217CF1C0E37F40CDB153B393D4568D9D8A601368ECA695EECE763561C42DD8257CC18A235DBBF258F017F58CD5DD59A5912F54F64583726C026BA56D0D4679539A32A490A02A48243EB2911B39E99184F66C9A04E84AEBC1A71E675B4B96212017691F90C8CDDE90B71B11A9DE877D2DB471E2C1B54D5307C15D3292F207ECF8F27A451A77B1B11AD5AEE4347C3090771CCC4AA6837A4253211C",
    "OrgID": 0,
    "OutputObject": {
        "MyTickets": [
            {
                "ROWNUM": 1,
                "Ticket_ID": "cCZ50mBnhYgMXl9E0UNl2Q%3d%3d",
                "TotalRows": 2,
                "Incident ID": "48591",
                "Logged Time": "2022-01-20 05:05:44",
                "Status": "New",
                "Symptom": "Determined and independent, 1s are born leaders headed for success. Their charismatic personality means they have no trouble making new friends.Determined and independent, 1s are born leaders headed for success. Their charismatic they have no trouble they",
                "Workgroup Name": "CM workgroup",
                "Executive Name": "-",
                "Priority": "P5 ",
                "PriorityColorCode": null,
                "Resolution_SLA": 0,
                "SLAName": "24/7 Support",
                "CallerName": "rajnikanth pandey",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 23,
                "Resolution_ElapseTime": 0,
                "SLAProgress": 0,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "Pending": null,
                "GUID": "16762104-CE0D-4395-87CF-297C8F9EE21C",
                "Customer": "",
                "Location": "",
                "Resolution_Deadline": null,
                "Updated_Time": "2022-01-20 05:05:44",
                "SupFunctionID": "Info",
                "Sup_Function_Name": "Information Technology",
                "IsFeedbackEnabled": false,
                "IsFeedbackActive_IM": true,
                "AgeClass": "green",
                "AgingInfo": "0-2 Days",
                "SLAPercent": 0,
                "SLAProgressClass": null,
                "StatusCount": "New-2",
                "IsFeedBackProvided": 0,
                "TicketID_Internal": "29393"
            },
            {
                "ROWNUM": 2,
                "Ticket_ID": "GlxvXHulUdwJEcfinLeGqQ%3d%3d",
                "TotalRows": 2,
                "Incident ID": "48590",
                "Logged Time": "2022-01-08 11:35:56",
                "Status": "New",
                "Symptom": "For the uninitiated, Umar Riaz was nominated for getting into a physical fight with Pratik Sehajpal. Umar during a task got into a fight with Pratik as the latter threw waFor the uninitiated, Umar Riaz was nominated threw waFor the uninitiateduninitiated",
                "Workgroup Name": "CM workgroup",
                "Executive Name": "-",
                "Priority": "P5 ",
                "PriorityColorCode": null,
                "Resolution_SLA": 0,
                "SLAName": "24/7 Support",
                "CallerName": "rajnikanth pandey",
                "UserTypeColor": null,
                "UserTypeName": null,
                "Resolution_Time": null,
                "Age": 305,
                "Resolution_ElapseTime": 0,
                "SLAProgress": 0,
                "IsParentRecord": 0,
                "UserProfileImageName": "",
                "Pending": null,
                "GUID": "70FB7647-664B-418E-BCAB-78F822152CFA",
                "Customer": "",
                "Location": "",
                "Resolution_Deadline": null,
                "Updated_Time": "2022-01-08 11:35:56",
                "SupFunctionID": "Info",
                "Sup_Function_Name": "Information Technology",
                "IsFeedbackEnabled": false,
                "IsFeedbackActive_IM": true,
                "AgeClass": "red",
                "AgingInfo": "More than 10 Days",
                "SLAPercent": 0,
                "SLAProgressClass": null,
                "StatusCount": "New-2",
                "IsFeedBackProvided": 0,
                "TicketID_Internal": "29392"
            }
        ],
        "GridViewDisplayColumns": [
            {
                "LabelName": "Ticket_ID",
                "Value": "Ticket_ID",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Incident ID",
                "Value": "Incident ID",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Logged Time",
                "Value": "Logged Time",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Status",
                "Value": "Status",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Caller",
                "Value": "CallerName",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Workgroup",
                "Value": "Workgroup Name",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Symptom",
                "Value": "Symptom",
                "Placeholder": null,
                "IsCustomField": false
            },
            {
                "LabelName": "Pending Reason",
                "Value": "Pending",
                "Placeholder": null,
                "IsCustomField": false
            }
        ]
    },
    "OutputID": 0,
    "Input": null
}

API Name: IM_GetIncidentList

Now, the IM_GetIncidentList API response contains the whole symptom of the ticket without any character limit.