Feature released in SummitAI Service Management (Sierra SP1 HF08, Service Request Management and Incident Management)

What's New?

Now, the following APIs are provided to retrieve the IM and SR list details:

Retrieving SR List Details
Retrieving IM List Details

Authentication

To authenticate the APIs, use the API login details. Create a user with the Login Type as API, generate an API Key to authenticate, and execute the APIs. For more information, see Adding Users.

Retrieving SR List Details

Use the following API request to retrieve the SR list details.

API Details

Sample Request

{
    "ServiceName": "SR_GetServiceRequestListDetails",
    "objCommonParameters": {
        "_ProxyDetails": {
            "TokenID": "",
            "OrgID": "1",
            "ReturnType": "JSON",
            "Password": "XXXXXXXXXXXX",
            "UserName": "john@xyz.com",
            "ProxyID": 0
        },
        "objSR_SearchFilterParam": {
            "Executive": 1,
            "WorkgroupName": "",
            "CurrentPageIndex": 0,
            "PageSize": 2,
            "OrgID": "1",
            "Instance": "Info",
            "Status": "ALL",
            "strUpdatedFromDate": "",
            "strUpdatedToDate": "",
            "IsWebServiceRequest": true,
            "Catalog":null,
            "CatalogName":"",
            "IncludeCatalogAttributes": true
        }
    }
}

Request Parameters

Parameter Name	Type	Description	Notes
Executive	INTEGER	Is the requester an Analyst?	The value is 1, if the requester is an Analyst.
WorkgroupName	STRING	Name of the Workgroup for which the required Incidents belong to.	You can get multiple workgroup Incidents by using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3"
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. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1.
PageSize *	INTEGER	Number of records that should be displayed per each page.	For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records.
OrgID *	INTEGER	Unique Identification number of the Organization.	The value must be always 1.
Instance *	STRING	Name of the Instance.	For Example: Information Technology
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"
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.
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.
IsWebServiceRequest *	BOOLEAN	Is the Web Service is a Request or not?	By default the value is always true.
Catalog *	INTEGER	Unique Identification number of the catalog.
CatalogName *	STRING	Name of the Catalog.	If both the Catalog and CatalogName values are specified, Catalog takes precedence over the CatalogName and displays the appropriate data in the response.
IncludeCatalogAttributes *	BOOLEAN	Are the Catalog Attibutes required to be retrieved in the Response?	If the value is true, the Catalog Attributes are retrieved in the response. If the value is false, the Catalog Attributes are not retrieved in the response.
* Indicates mandatory fields

Sample Response

{
  "Errors": "",
  "Message": null,
  "Output": "",
  "TokenID": "BD46D79E3CFF1F016AB159DD8D4E203310C0D5C511E0CB52C12AC1C08065B396AF8D9F2F0EF1BCB6053CB646DDDD43744B141DF123FB22F7C8E5CDA28608BC996EA24278A3E81DAE73D37F
09836F01DC3BCCDED1A642A14366A8422F22A823F3BC7A8F3919384AFB593A242A9E54191D5F1FB2824DFDDAE31AF208FC72B3D422",
  "OrgID": 0,
  "OutputObject": {
    "MyTickets": [
      {
        "SRDetail": [
          {
            "ROWNUM": 1,
            "Ticket_ID": "A4o5wPgex%2b4lvYFlXM6XCg%3d%3d",
            "SR ID": "SR2255",
            "TotalRows": 629,
            "Log Time": "2020-08-24 18:57:13",
            "Status": "Resolved",
            "Symptom": "New Service Request raised for -New\\Single and Multiple Catalog",
            "Description": "Test test ewtafasdfsa<br /><br />fsad<br />f<br />sa<br />fsadfsadf<br />sadfsadf<br />as<br />fd<br />sa<br />fas<br />dfwewer<br />wer<br />ew<br />r",
            "Workgroup Name": "abc",
            "Executive Name": "John",
            "Assigned_Engineer": 904,
            "Priority": "P2",
            "PriorityColorCode": "#f5ab0c",
            "Resolution_SLA": 60,
            "SLAName": "9 to 5",
            "CallerName": "Raviteja",
            "UserTypeColor": null,
            "UserTypeName": null,
            "Resolution_Time": "2020-08-24T13:33:37.617",
            "Age": 22,
            "Resolution_ElapseTime": 6,
            "SLAProgress": 10,
            "IsParentRecord": 0,
            "UserProfileImageName": "",
            "CallerUpdate": false,
            "IsChild": 0,
            "IsParent": 0,
            "AssignedToMe": 0,
            "Reopened": false,
            "Updated_Time": "2020-08-24T19:03:37",
            "Customer": null,
            "Location": null,
            "IsAttExists": 0,
            "Category": "New",
            "FullCategory": "New\\Single and Multiple Catalog",
            "CatalogName": "Single and Multiple Catalog",
            "CatalogID": 242,
            "Pending Reason": null,
            "Vendor Incident ID": "",
            "Vendor Name": "",
            "Sup_Function": "Info",
            "Impact_Name": "Medium",
            "Urgency_Name": "urgency1234567890-",
            "Classification_Name": "Test Node\\Test1\\Alpha",
            "ScheduledDate": null,
            "ResolutionCodeName": "dsfdsffds",
            "Response_Deadline": "2020-08-24 19:27:00",
            "Resolution_Deadline": "2020-08-24 19:57:00",
            "Response_voilation": "No",
            "Resolution_voilation": "No",
            "Vendor_status": "",
            "VendorIncidentStartDate": null,
            "VendorIncidentEndDate": null,
            "PendingApproverName": "Approved",
            "AgeClass": "green",
            "AgingInfo": "0-2 Days",
            "SLAPercent": "10",
            "SLAProgressClass": "success",
            "Remaining SLA Time": null,
            "Solution": "Ticket is resolving but not resolvedss\n",
            "User Log": "UC",
            "Private Log": "PL"
          }
        ],
        "CustomAttribute": [
          {
            "ID": 1,
            "ServiceTicketID": 2255,
            "Group_Name": "Default Group",
            "SR_CtAttribute_ID": 543,
            "SR_CtAttribute_Name": "Single",
            "AttributeText": "sdfasdf"
          },
          {
            "ID": 2,
            "ServiceTicketID": 2255,
            "Group_Name": "Default Group",
            "SR_CtAttribute_ID": 544,
            "SR_CtAttribute_Name": "Single 2",
            "AttributeText": "sdafasdfasdf"
          }
        ],
        "MVCustomAttribute": [
          {
            "ID": 1,
            "Row_ID": "1",
            "ServiceTicketID": 2255,
            "Group_Name": "Multi Group",
            "SR_CtAttribute_ID": 545,
            "SR_CtAttribute_Name": "One",
            "AttributeText": "sdfasfsadf"
          },
          {
            "ID": 2,
            "Row_ID": "1",
            "ServiceTicketID": 2255,
            "Group_Name": "Multi Group",
            "SR_CtAttribute_ID": 546,
            "SR_CtAttribute_Name": "Two",
            "AttributeText": "one"
          }
        ]
      },
      {
        "SRDetail": [
          {
            "ROWNUM": 2,
            "Ticket_ID": "9H8HL%2bomhBUP1n0w3g5zqw%3d%3d",
            "SR ID": "SR2254",
            "TotalRows": 629,
            "Log Time": "2020-08-21 19:19:34",
            "Status": "Pending for Approval",
            "Symptom": "New Service Request raised for -Business\\TestCaseCatalog",
            "Description": "DescriptionDescriptionDescriptionDescriptionDescriptionDescription",
            "Workgroup Name": "SR Group",
            "Executive Name": "-",
            "Assigned_Engineer": null,
            "Priority": "P2",
            "PriorityColorCode": "#f5ab0c",
            "Resolution_SLA": 60,
            "SLAName": "9 to 5",
            "CallerName": "john",
            "UserTypeColor": null,
            "UserTypeName": null,
            "Resolution_Time": null,
            "Age": 94,
            "Resolution_ElapseTime": 0,
            "SLAProgress": 0,
            "IsParentRecord": 0,
            "UserProfileImageName": "",
            "CallerUpdate": null,
            "IsChild": 0,
            "IsParent": 0,
            "AssignedToMe": 0,
            "Reopened": false,
            "Updated_Time": "2020-08-21T19:19:35",
            "Customer": null,
            "Location": "bangalore",
            "IsAttExists": 0,
            "Category": "Business",
            "FullCategory": "Business\\TestCaseCatalog",
            "CatalogName": "TestCaseCatalog",
            "CatalogID": 214,
            "Pending Reason": null,
            "Vendor Incident ID": "",
            "Vendor Name": "",
            "Sup_Function": "Info",
            "Impact_Name": "",
            "Urgency_Name": "",
            "Classification_Name": "",
            "ScheduledDate": null,
            "ResolutionCodeName": "",
            "Response_Deadline": null,
            "Resolution_Deadline": null,
            "Response_voilation": null,
            "Resolution_voilation": null,
            "Vendor_status": "",
            "VendorIncidentStartDate": null,
            "VendorIncidentEndDate": null,
            "PendingApproverName": "Pending with Peter",
            "AgeClass": "orange",
            "AgingInfo": "2-5 Days",
            "SLAPercent": "0",
            "SLAProgressClass": null,
            "Remaining SLA Time": null,
            "Solution": null,
            "User Log": null,
            "Private Log": null
          }
        ],
        "CustomAttribute": [
          {
            "ID": 3,
            "ServiceTicketID": 2254,
            "Group_Name": "Default Group",
            "SR_CtAttribute_ID": 455,
            "SR_CtAttribute_Name": "Name",
            "AttributeText": null
          },
          {
            "ID": 4,
            "ServiceTicketID": 2254,
            "Group_Name": "In Group",
            "SR_CtAttribute_ID": 459,
            "SR_CtAttribute_Name": "Name1",
            "AttributeText": "Name1Name1Name1Name1Name1"
          },
          {
            "ID": 5,
            "ServiceTicketID": 2254,
            "Group_Name": "In Group",
            "SR_CtAttribute_ID": 542,
            "SR_CtAttribute_Name": "Team Name",
            "AttributeText": null
          }
        ],
        "MVCustomAttribute ": []
      }
    ]
  },
  "OutputID": 0,
  "Input": null
}

Retrieving IM List Details

Use the following API request to retrieve the IM list details.

API Details

Sample Request

{
  "ServiceName": "IM_GetIncidentListDetails",
  "objCommonParameters": {
    "_ProxyDetails": {
      "TokenID": "",
      "OrgID": "1",
      "ReturnType": "JSON",
      "Password": "XXXXXXXXXXX",
      "UserName": "john@xyz.com",
      "ProxyID": 0
    },
    "objIncidentCommonFilter": {
      "Executive": 1,
      "WorkgroupName": "",
      "CurrentPageIndex": 0,
      "PageSize": 30,
      "OrgID": "1",
      "Instance": "Info",
      "Status": "Open",
      "strUpdatedFromDate": "",
      "strUpdatedToDate": "",
      "IsWebServiceRequest": true,
      "CategoryName": "",
      "Categories": ""
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Executive	INTEGER	Is the requester an Analyst?	The value is 1, if the requester is an Analyst.
WorkgroupName	STRING	Name of the Workgroup for which the required Incidents belong to.	You can get multiple workgroup Incidents by using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3"
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. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1.
PageSize *	INTEGER	Number of records that should be displayed per each page.	For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records.
OrgID *	INTEGER	Unique Identification number of the Organization.	The value must be always 1.
Instance *	STRING	Name of the Instance.	For Example: Information Technology
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"
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.
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.
IsWebServiceRequest *	BOOLEAN	Is the Web Service is a Request or not?	By default the value is always true.
CategoryName *	STRING	Name of the Category.
Categories *	STRING	Unique Identification numbers of the Category.	You can get different categories with by using comma separation between the Category IDs without a space.
* Indicates mandatory fields

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "CC7C19F7F8F1FB472AB547AA19B841877B9B9F109F1811CF26625020A5E0CD9357B01E72E4F263A80F6E4B885F5BA6DA97CD8E7557410D1AC6BCE9CA29374E8BB310C1EC977FDFA449C8BC11E
12F9E139E9DA13589BA3DAF671886BE6A792DEE8F8E0D07902FAFA4C78D35925A4A180F3CFDB709E9DEC0A317647C9FC6649E5F",
  "OrgID": 0,
  "OutputObject": {
    "MyTickets": [
      {
        "ROWNUM": 1,
        "Ticket_ID": "qTyzMuNRbPH0sviE77TCew%3d%3d",
        "TotalRows": 7820,
        "Incident ID": 44907,
        "Logged Time": "2020-08-11 17:59:04",
        "Status": "Assigned",
        "Symptom": "Description ",
        "Workgroup Name": "IT Infrastructure TEST",
        "Executive Name": "",
        "Assigned_Engineer": null,
        "Priority": "High Priority",
        "PriorityColorCode": "#578a1d",
        "Resolution_SLA": 360,
        "SLAName": "9 to 6",
        "CallerName": "john",
        "UserTypeColor": null,
        "UserTypeName": null,
        "Resolution_Time": null,
        "Age": 335,
        "Resolution_ElapseTime": 2937,
        "SLAProgress": 815,
        "IsParentRecord": 0,
        "UserProfileImageName": "",
        "CallerUpdate": false,
        "IsChild": 0,
        "IsParent": 0,
        "AssignedToMe": 0,
        "Reopened": false,
        "Sup_Function": "Info",
        "SLARemainingTime": -2577,
        "Response_Deadline": "/Date(1597197540000)/",
        "Updated_Time": "2020-08-19 12:56:43",
        "Customer": null,
        "Location": "bangalore",
        "Urgency": "test1",
        "Impact": "IT Impact 1",
        "Classification": "Problem 3",
        "FullClassification": "test\\Problem\\Problem 2\\Problem 3",
        "Category": "Test",
        "FullCategory": "IT - Laptop\\Test",
        "OpenCategory": "Test",
        "FullOpenCategory": "IT - Laptop\\Test",
        "Pending Reason": null,
        "Schedule Date": null,
        "Service Window": "9 to 6",
        "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": "2020-08-12 12:59:00",
        "Resolution Deadline": "2020-08-12 14:59:00",
        "Reslution Code Name": null,
        "IsMajorIncident": "Yes",
        "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> 1 Dy, 18 Hr, 57 Mi",
        "Sub-Workgroup Name": null,
        "Description": "Informqion",
        "Solution": null,
        "User Log": null,
        "Private Log": null
      },
      {
        "ROWNUM": 2,
        "Ticket_ID": "bNBFWpY57LqiK%2fMnsUyuRA%3d%3d",
        "TotalRows": 7820,
        "Incident ID": 44906,
        "Logged Time": "2020-08-11 17:54:17",
        "Status": "Assigned",
        "Symptom": "Symptom Symptom Symptom ",
        "Workgroup Name": "IT Infrastructure TEST",
        "Executive Name": "",
        "Assigned_Engineer": null,
        "Priority": "High Priority",
        "PriorityColorCode": "#578a1d",
        "Resolution_SLA": 360,
        "SLAName": "9 to 6",
        "CallerName": "john",
        "UserTypeColor": null,
        "UserTypeName": null,
        "Resolution_Time": null,
        "Age": 335,
        "Resolution_ElapseTime": 2,
        "SLAProgress": 0,
        "IsParentRecord": 0,
        "UserProfileImageName": "",
        "CallerUpdate": false,
        "IsChild": 0,
        "IsParent": 0,
        "AssignedToMe": 0,
        "Reopened": false,
        "Sup_Function": "Info",
        "SLARemainingTime": 358,
        "Response_Deadline": "/Date(1597197300000)/",
        "Updated_Time": "2020-08-11 17:56:53",
        "Customer": null,
        "Location": "bangalore",
        "Urgency": "test1",
        "Impact": "IT Impact 1",
        "Classification": "Problem 2",
        "FullClassification": "test\\Problem\\Problem 2",
        "Category": "In",
        "FullCategory": "In",
        "OpenCategory": "In",
        "FullOpenCategory": "In",
        "Pending Reason": null,
        "Schedule Date": null,
        "Service Window": "9 to 6",
        "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": "2020-08-12 12:55:00",
        "Resolution Deadline": "2020-08-12 14:55:00",
        "Reslution Code Name": null,
        "IsMajorIncident": "Yes",
        "AgeClass": "red",
        "AgingInfo": "More than 10 Days",
        "SLAPercent": "0",
        "SLAProgressClass": "success",
        "Remaining SLA Time": "<i class=\"fa fa-play\" style=\"color:#51A351\" title=\"SLA In-Progress\"></i> 0 Dy, 5 Hr, 58 Mi",
        "Sub-Workgroup Name": null,
        "Description": "Description Description Description",
        "Solution": null,
        "User Log": null,
        "Private Log": null
      }
    ]
  },
  "OutputID": 0,
  "Input": null
}

Note:

Now, the Symptom in Response displays all characters without any restrictions.
The file upload in multi-valued catalog attributes does not display the value. However, the attachment in single-valued attribute displays the attachment value.
Based on the Pazesize configuration on the SUMMIT_AppConfigSettings file, the API request displays the records. Always the configuration done on the database takes precedence over value specified in the API request.