Feature released in SummitAI Service Management (Denali HF01)

What's New?

The following new APIs are added in the SummitAI Mobile App:

Auto-Populating Custom Fields in Incidents Based on Logged in User
Retrieving Incident Details Based on Configured Fields
Retrieving Symptoms and Knowledge Articles Based on Searched Keyword
Retrieving User Profile Details on End User Log Incident Page
Retrieving CC Users
Retrieving Number of Incidents By Status
Retrieving Incidents Using Filters
Retrieving Bulletin Board Details
Retrieving Knowledge Articles List and Details on Self-Service Dashboard
Updating User Profile Details
Viewing Other Users' Incidents
Retrieving Incident Details With Configured Fields

Authentication

To authenticate the APIs, use the Form or API login details. Create a user with the required role template access, use these details to authenticate, and execute the APIs. For more information, see Adding Users.

Auto-Populating Custom Fields in Incidents Based on Logged in User

Use the following API Request to auto-populate the Custom Fields based on the logged-in user, while logging an Incident.

API Details

Sample Request

{
  "ServiceName": "IM_GetIncidentMasterMobile",
  "objCommonParameters": {
    "RequiredParameters": {
      "InstanceCode": "Info",
      "PageName": "LogTicket",
      "IsRequiredClassificationandCat": true
    },
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey": "XXXXXXXXXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "json",
      "OrgID": 1,
      "TokenID": ""
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
InstanceCode	STRING	Name of the Instance.	For Example: Info
PageName	STRING	Name of the page.	For Example: LogTicket
IsRequiredClassificationandCat	BOOLEAN	Are Classification and Category required in API Response?	The value is either true or false. A true value indicates that the Classification and Category values of the Incident are returned in the API response.

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "E9B98C7260D50EA8CD31E10230295F879CACCFC8154936AAC8883350566F4C4E2F2F9FC813ABFCAF24140D2303C24CF052573DA9806E379D4A70EE13E1524853B
5AF47A81A5A9BC75AEF2B49CE7D4F63C95BD547131FF27A04801D2EEA7230E854867D424D7B4BB46EB334E2CD99830EF0BFBD99600F147A4DF81BD7189BE289E6C28D77630
32E89BE707972115DCB9E6267FC8E3D54681B659E852CFA546671219ED1C46CF4FC598A6439178F5A78F9",
  "OrgID": 0,
  "OutputObject": {
    "MasterData": {
      "IncidentMasters": {
        "userDetail": {
          "CallerContactNumAttributeId": 0,
          "UserID": 967,
          "EmpID": null,
          "Title": null,
          "UserName": null,
          "EmailID": "paul@xyz.com",
          "NT_UID": null,
          "Frm_UID": null,
          "Frm_PWD": null,
          "Role": null,
          "UName": "Paul (967)",
          "Contact": null,
          "Active": false,
          "CustomerName": "XYZ",
          "LocationName": "bangalore",
          "Location": 2889,
          "OrgID": 0,
          "Customer": 2905,
          "WGAccess": null,
          "RPTAccess": null,
          "InstanceAccess": null,
          "LandingPage": null,
          "LoginType": null,
          "UserProfileImageName": "02f9fbfc-fca1-480e-a779-ba894a845e5b.png",
          "UT_ID": 0,
          "MobileNo": "8123424219",
          "GUID": null,
          "LicenseEdition": null,
          "LicenseAttributeType": null,
          "ConcurrentLicCount": 0,
          "LogInAnalystAsUser": false,
          "MasterMenuTrimList": null,
          "IsConcurrentNewSession": false,
          "IsConcurrentAnalyst": false,
          "IVR_Enable": false,
          "IVR_AgentExtn": null,
          "IVR_RefreshInterval": null,
          "UserTypeColor": null,
          "UserTypeName": null,
          "Country": null,
          "Designation": null,
          "ManagerName": null,
          "DomainId": 0,
          "LAT_Enabled": false,
          "SAAS_UserID": 0,
          "SAAS_UserName": null,
          "SAAS_OrgID": 0,
          "OrgName": null
        },
        "locationList": null,
        "workgroupList": [
          {
            "Text": "IM WG",
            "Value": "59"
          },
          {
            "Text": "vivegan",
            "Value": "1280"
          }
        ],
        "slaList": [
          {
            "Text": "9 to 6",
            "Value": "1"
          },
          {
            "Text": "11 to 10",
            "Value": "4"
          },
          {
            "Text": "SLA Name",
            "Value": "8"
          },
          {
            "Text": "Sukruta",
            "Value": "29"
          }
        ],
        "urgencyList": [
          {
            "Text": "IT Urgency 1",
            "Value": "1"
          },
          {
            "Text": "test",
            "Value": "7"
          },
          {
            "Text": "test1",
            "Value": "8"
          }
        ],
        "impactList": [
          {
            "Text": "IT Impact 1",
            "Value": "1"
          },
          {
            "Text": "IT Impact 2",
            "Value": "14"
          },
          {
            "Text": "IT Impact 3",
            "Value": "15"
          },
          {
            "Text": ",.//",
            "Value": "22"
          },
          {
            "Text": "global",
            "Value": "46"
          },
          {
            "Text": "IT Impact",
            "Value": "16"
          }
        ],
        "priorityList": [
          {
            "Text": "Priority P1",
            "Value": "1"
          },
          {
            "Text": "IT P2",
            "Value": "6"
          },
          {
            "Text": "High Priority",
            "Value": "41"
          },
          {
            "Text": "P1 - Short",
            "Value": "72"
          },
          {
            "Text": "P One",
            "Value": "103"
          }
        ],
        "configurationItemList": [
          {
            "Text": "INBE01SW7V01",
            "Value": "1"
          }
        ]
      }
    }
  }
}

Retrieving Incident Details Based on Configured Fields

Use the following API Request to view the Incident details based on the configured fields on the END USER INCIDENT DETAILS page. For more information, see Configuring End User Incident Details Page.

API Details

Sample Request

{
  "ServiceName": "IM_GetMyIncidentConfiguredFields",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey": "XXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "json",
      "OrgID": 1,
      "TokenID": ""
    },
    "TicketID": 25286,
    "Instance": "Info",
    "RequestType": "mobile"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance	STRING	Name of the Instance.	For Example: Info
TicketID	INTEGER	Unique Identification of the Incident.

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "E6EF5162FA3DE47DF35A0F092CFD02A92F95E0CF85FD0840FE672BD2C3721A3C460D2EEDA1CBF5E86016FF633E26FDF689EB57EA46941E5D17B8DBF7E6D8205A3F18FA38A
2668154481EE220E5C9A2377C2337E73719DA9302025F614EB00C5B40A30904B545B0BEF16CEC67AD12C1B00FA9AA847D9BE27A396443F8A324A36FD61FCF527F2C5167CE93B7E12E4736
D9E32B9A1530594B0924F1D6416E3D883AF7A777147490334A24BC8D49CE3AEEDE",
  "OrgID": 0,
  "OutputObject": {
    "IncidentPageFieldProperties": [
      {
        "MasterPageFieldID": 20,
        "CustomAttributeID": 0,
        "FieldText": "TenantDisp",
        "FieldValue": "",
        "SortOrder": 1,
        "ActualMappingColumn": "Instance"
      },
      {
        "MasterPageFieldID": 21,
        "CustomAttributeID": 0,
        "FieldText": "Log Time",
        "FieldValue": "",
        "SortOrder": 2,
        "ActualMappingColumn": "Log Time"
      },
      {
        "MasterPageFieldID": 2,
        "CustomAttributeID": 0,
        "FieldText": "Classification",
        "FieldValue": "",
        "SortOrder": 8,
        "ActualMappingColumn": "Classification"
      },
      {
        "MasterPageFieldID": 24,
        "CustomAttributeID": 0,
        "FieldText": "Service Window",
        "FieldValue": "",
        "SortOrder": 9,
        "ActualMappingColumn": "Service Window"
      },
      {
        "MasterPageFieldID": 3,
        "CustomAttributeID": 0,
        "FieldText": "Category",
        "FieldValue": "",
        "SortOrder": 10,
        "ActualMappingColumn": "Category"
      },
      {
        "MasterPageFieldID": 36,
        "CustomAttributeID": 0,
        "FieldText": "Contract",
        "FieldValue": "",
        "SortOrder": 17,
        "ActualMappingColumn": "Contract"
      },
      {
        "MasterPageFieldID": 37,
        "CustomAttributeID": 0,
        "FieldText": "Incident Follow-up",
        "FieldValue": "",
        "SortOrder": 18,
        "ActualMappingColumn": "IncidentFollowUp"
      },
      {
        "MasterPageFieldID": 0,
        "CustomAttributeID": 433,
        "FieldText": "Designation",
        "FieldValue": "Developer",
        "SortOrder": 19,
        "ActualMappingColumn": ""
      },
      {
        "MasterPageFieldID": 0,
        "CustomAttributeID": 434,
        "FieldText": "Manager",
        "FieldValue": "Chinthan",
        "SortOrder": 20,
        "ActualMappingColumn": ""
      },
      {
        "MasterPageFieldID": 14,
        "CustomAttributeID": 0,
        "FieldText": "Symptom",
        "FieldValue": "",
        "SortOrder": 21,
        "ActualMappingColumn": "Symptom"
      },
      {
        "MasterPageFieldID": 15,
        "CustomAttributeID": 0,
        "FieldText": "Description",
        "FieldValue": "",
        "SortOrder": 22,
        "ActualMappingColumn": "Description"
      },
      {
        "MasterPageFieldID": 29,
        "CustomAttributeID": 0,
        "FieldText": "Solution",
        "FieldValue": "",
        "SortOrder": 23,
        "ActualMappingColumn": "Solution"
      },
      {
        "MasterPageFieldID": 32,
        "CustomAttributeID": 0,
        "FieldText": "Additional Information",
        "FieldValue": "",
        "SortOrder": 24,
        "ActualMappingColumn": "Additional Information"
      },
      {
        "MasterPageFieldID": 34,
        "CustomAttributeID": 0,
        "FieldText": "Service Request Details",
        "FieldValue": "",
        "SortOrder": 25,
        "ActualMappingColumn": "Service Request Relation"
      },
      {
        "MasterPageFieldID": 35,
        "CustomAttributeID": 0,
        "FieldText": "Work Order Details",
        "FieldValue": "",
        "SortOrder": 26,
        "ActualMappingColumn": "Work Order Relation"
      }
    ]
  },
  "OutputID": 0,
  "Input": null
}

Retrieving Symptoms and Knowledge Articles Based on Searched Keyword

Use the following API Request to retrieve:

Symptoms based on the search keyword. The Symptoms are retrieved from the Rules. For more information, see Configuring Rules.
Knowledge Articles with the search keyword in the Symptom.

API Details

Sample Request

{
  "ServiceName": "IM_GetSymptoms",
  "objCommonParameters": {
    "_ProxyDetails": {
       "UserName": "john@xyz.com",            
       "OrgID": 1,
       "ReturnType": "JSON",
       "Password": "XXXXXX",
       "APIKey": "XXXXXXXXXXXXXXXXXXX",
       "AuthType": "FORM",
       "ProxyID": 0,
       "RequestType":"mobile"
    },
	"Instance":"info",
    "StrSearchText": "SY",
    "IsKBArticles":"true"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance	STRING	Name of the Instance.	For Example: Info
StrSearchText	STRING	Text or keyword for searching.
IsKBArticles *	BOOLEAN	Is KB Article required?	If the IsKBArticles key value is set to true, the API Response displays all the Knowledge Articles that contain the StrSearchText value in Symptom. If the IsKBArticles key value is set to false, the API Response does not display any Knowledge Articles.
* Indicates mandatory fields

Sample Response

{
    "Errors": "",
    "Message": null,
    "Output": "",
    "TokenID": "DB724F2C51CAAA50993DB815E2758D69158A89D1A1FD83C256C03933332B3BF4F0662B77FCEE95886301D49C62780F61C0BCB1969B52CA5159DE7C600436B1752A03379F015C94F
B2F0602D162A38B37661361DFB713065F8C32FD74E7FE77085B821833628D5CB5970765AA890189D98B64AD1A0A0EA4D23D18E0654430AD23551140C1",
    "OrgID": 0,
    "OutputObject": {
        "SymptomDetails": {
            "SearchList": [
                {
                    "UID": "4",
                    "Symptom": "SPA Secondary symptom 2",
                    "TemplateID": "5",
                    "ViewCount": null
                }
            ],
            "KBArticles": [
                {
                    "Original_FileName": null,
                    "Renamed_FileName": null,
                    "Image_Uid": null,
                    "KB_ID": 39,
                    "KB_CategoryID": 2,
                    "KB_Subject": "Subject of the KB Article",
                    "Active": 1,
                    "KB_Details": "Subject of the KB Article",
                    "KeyMatches": 1,
                    "Video_Url": null,
                    "Video_Url_Iframe": "<iframe  height='500' width='500' src=\"#URL\"  id='iframe_video' frameborder='0' allowfullscreen  ></iframe>",
                    "Public_Article": false,
                    "IsSelfHelpArticle": true,
                    "SearchText": "SY"
                },
                {
                    "Original_FileName": null,
                    "Renamed_FileName": null,
                    "Image_Uid": null,
                    "KB_ID": 40,
                    "KB_CategoryID": 2,
                    "KB_Subject": "Subject of the KB Article",
                    "Active": 1,
                    "KB_Details": "Subject of the KB Article",
                    "KeyMatches": 1,
                    "Video_Url": null,
                    "Video_Url_Iframe": "<iframe  height='500' width='500' src=\"#URL\"  id='iframe_video' frameborder='0' allowfullscreen  ></iframe>",
                    "Public_Article": false,
                    "IsSelfHelpArticle": true,
                    "SearchText": "SY"
                }
            ]
        }
    },
    "OutputID": 0,
    "Input": null
}

Retrieving User Profile Details on End User Log Incident Page

Use the following API Request to retrieve the End User Profile details on the End User Log Incident page.

API Details

Sample Request

{
  "ServiceName": "IM_GetUserProfileBanner",
  "objCommonParameters": {
    "_ProxyDetails": {
       "UserName": "john@xyz.com",            
       "OrgID": 1,
       "ReturnType": "JSON",
       "Password": "XXXXX",
       "APIKey": "XXXXXXXXXXXX",
       "AuthType": "FORM",
       "ProxyID": 0,
       "RequestType":"mobile"
    },
	"PageName":"LogTicket",
	"UserID":836
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
PageName	STRING	Name of the page.	For Example: LogTicket
UserID	INTEGER	Unique Identification number of the End User.

Sample Response

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "F0DC09F6D00229438E9AD45348271D9E405558A6197C6D19546C27F2796B9127D898C149468BC8BE33A8B083758AE48695DDB9F43AD57BE856EAD4BF0C6B7CCB377B7CF4CBD6641
BBBBA02DCD9493079F2BFF73CB83F64E9A1FC0E904113BE6371C6D44FA319E91AD743A9A4C5BD9DE6104EED47291C4C2314CEDCCED57C75B8B96CE3F2",
    "OrgID": 0,
    "OutputObject": {
        "UserProfileBanner": [
            {
                "AttributeName": "Drop1 - User Group1",
                "AttributeValue": null
            }
        ]
    },
    "OutputID": 0,
    "Input": null
}

Retrieving CC Users

Use the following API Request to retrieve the list of CC users from the User Address book while logging an Incident.

API Details

Sample Request

{
  "ServiceName": "GetAddressbook",
  "objCommonParameters": {
    "_ProxyDetails": {
       "UserName": "john@xyz.com",            
       "OrgID": 1,
       "ReturnType": "JSON",
       "Password": "XXXXXX",
       "APIKey": "XXXXXXXXXXXX",
       "AuthType": "FORM",
       "ProxyID": 0,
       "RequestType":"mobile"
    },
               "Module":"IM"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Module	STRING	Name of the module.	For Example: IM or SR

Sample Response

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "A936C6A60441CD40F2572A6280E321A865A7D81C811B1D83D2C2A2E6B7A65EE2099D52A5AB4B69A0DC8C5F3B191D6BE889FFF433887777F3CF47E048A139A11565271D399D123243
A30731A6775F80377CDB4A5443234CC914A2AFBDC7142A823834EE70CAFA7115052B320B6AE9CCC1E2B5B9EAA75D6BD8240EA51582ADB4C071FD438E",
    "OrgID": 0,
    "OutputObject": {
        "UserAddressBook": [
            {
                "UID": 15,
                "UserID": 10,
                "RecipientUserID": 12,
                "RecipientName": "John",
                "RecipientEmailId": "john@xyz.com",
                "InsertBy": 10,
                "InsertDt": "2020-03-25 19:18:51",
                "UpdateBy": 10,
                "UpdateDt": "2020-06-10 19:17:34",
                "IsDefaultCC": false
            },
            {
                "UID": 16,
                "UserID": 10,
                "RecipientUserID": 11,
                "RecipientName": "Peter",
                "RecipientEmailId": "peter@xyz.com",
                "InsertBy": 10,
                "InsertDt": "2020-06-10 19:08:18",
                "UpdateBy": 10,
                "UpdateDt": "2020-06-10 19:34:09",
                "IsDefaultCC": true
            }
        ]
    },
    "OutputID": 0,
    "Input": null
}

Retrieving Number of Incidents By Status

Use the following API Request to retrieve the count of Incidents based on Incident Status' for a Tenant.

For Example:

New - 10
Assigned - 20
In-Progress - 10

API Details

Sample Request

{
  "ServiceName": "IM_GetStatusCount",
  "objCommonParameters": {
    "_ProxyDetails": {
       "UserName": "john@xyz.com",            
       "OrgID": 1,
       "ReturnType": "JSON",
       "Password": "",
       "APIKey": "XXXXXXXXXXX",
       "AuthType": "FORM",
       "ProxyID": 0,
       "RequestType":"mobile"
    },
    "UserID":"836",
	"InstanceCode":"Info"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
InstanceCode *	STRING	Name of the Instance.	For Example: Info
UserID	STRING	Unique Identification number of the User.
* Indicates mandatory fields

Sample Response

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "EAA2966CB20E1C7F5B36CEB73D42AAE17CDFA7D5803237F3BF098D08ED6122C3EDD32F73271D71B207F75217CF96CF28DF0B215C9D17F534C01A03F09B01ACFD999994B1
AAE0F375A8AFC8E43C23C030337201E3FE168C307FF83AB5FC18C1BA2F6F14A9167CC696A591573BB9F28ECF303A2954AAA1516D86B1C82BA2B8270D74313ECF",
    "OrgID": 0,
    "OutputObject": {
        "StatusCount": null
    },
    "OutputID": 0,
    "Input": null
}

Retrieving Incidents Using Filters

Use the following API Request to retrieve the Incidents based on the selected filter options. Use comma separated values to filter the Incidents for multiple Tenants (info, HR) and Status values (New, Assigned, and In-Progress).

API Details

Sample Request

{
  "ServiceName": "IM_GetMyIncidents",
  "_EncryptCommonParameters": {
    "InstanceCode": "ALL",
    "_ProxyDetails": {
      "ProxyID": 0,
      "LoginUID": 6118,
      "TokenID": "",
      "OrgID": "1",
      "MobileVersion": "5.10.0",
      "ReturnType": "JSON",
      "Password": "test@123",
      "UserName": "john@xyz.com",
      "RequestType": "mobile",
      "AuthType": "FORM",
      "SAASOrgID": "0"
    },
    "IncidentParam": {
      "Instance": "ALL",
      "Workgroup": 0,
      "OrgID": "1",
      "caller": "4",
      "Status": "All",
      "CurrentPageIndex": 0,
      "PageSize": 20,
      "Executive": 0
    }
  },
  "IsEncryptionEnabled": false
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance	STRING	Name of the Instance.	For Example: Info
Workgroup	STRING	Name of the Workgroup.
OrgID *	STRING	Unique Identification number of the Organization.
caller	STRING	Name or ID of the Caller.
Status	STRING	Status of the Incidents.	For Example: New or Assigned or In-Progress
CurrentPageIndex	INTEGER	Index of the Current Page.
PageSize	INTEGER	Size of the page in terms of rows.
* Indicates mandatory fields

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "BC4E5D8B9AF4933664ADC0BB65FDCC1E841D9551AC06F7D5DD8E389929673B94A69BF7A6F22D86F544708E7130951B9DE4C2DEE66A456D3E130EF38BC658C16B9FC999AE06BBDA0A
9E93ED9E3B5FAAEFE0373E03BF7079CDC1E48B892D46311023F7B52F4B0205014199089E1381CA30E36885D024B5942407A3B3CB2145FEF4836D3DC632D538D85860259AAE64829C8BBDCE1CC5
9C32E22F40490C8E115348EFF31FAA",
  "OrgID": 0,
  "OutputObject": {
    "MyTickets": [
      {
        "ROWNUM": 1,
        "Ticket_ID": "zFqh10gjAmPJGus3QpZq3Q%3d%3d",
        "TotalRows": 628,
        "Incident ID": "51450",
        "Logged Time": "2020-06-11 17:24:08",
        "Status": "New",
        "Symptom": "Prev - IMPrev - IM",
        "Workgroup Name": "IT Desk - Networks Team",
        "Executive Name": "-",
        "Priority": "High Priority",
        "PriorityColorCode": "#651fde",
        "Resolution_SLA": 20,
        "SLAName": "Orc 24/7",
        "CallerName": "John",
        "UserTypeColor": null,
        "UserTypeName": null,
        "Resolution_Time": null,
        "Age": 3,
        "Resolution_ElapseTime": 0,
        "SLAProgress": 0,
        "IsParentRecord": 0,
        "UserProfileImageName": "e7ae8756-d1a1-45c6-938d-15d7a580fd63.png",
        "Pending": null,
        "GUID": "8AC31422-5C0B-47D8-8FDB-55B038527669",
        "Customer": "XYZ",
        "Location": "Bengaluru",
        "Resolution_Deadline": "2020-06-11 17:44:00",
        "Updated_Time": "2020-06-11 17:24:08",
        "SupFunctionID": "Orc",
        "Sup_Function_Name": "Orc Tenant",
        "AgeClass": "green",
        "AgingInfo": "0-2 Days",
        "SLAPercent": 0,
        "SLAProgressClass": null,
        "StatusCount": "Assigned-57 ,In-Progress-36 ,New-532 ,Pending-3"
      },
      {
        "ROWNUM": 2,
        "Ticket_ID": "eYpq6EmJro16dMNSyJ3bKw%3d%3d",
        "TotalRows": 628,
        "Incident ID": "51449",
        "Logged Time": "2020-06-11 17:17:40",
        "Status": "New",
        "Symptom": "Prev - IM",
        "Workgroup Name": "IT Desk - Networks Team",
        "Executive Name": "-",
        "Priority": "High Priority",
        "PriorityColorCode": "#651fde",
        "Resolution_SLA": 20,
        "SLAName": "Orc 24/7",
        "CallerName": "John",
        "UserTypeColor": null,
        "UserTypeName": null,
        "Resolution_Time": null,
        "Age": 3,
        "Resolution_ElapseTime": 0,
        "SLAProgress": 0,
        "IsParentRecord": 0,
        "UserProfileImageName": "e7ae8756-d1a1-45c6-938d-15d7a580fd63.png",
        "Pending": null,
        "GUID": "B74BC05D-452B-4D73-9710-C04A10CE0999",
        "Customer": "XYZ",
        "Location": "Bengaluru",
        "Resolution_Deadline": "2020-06-11 17:38:00",
        "Updated_Time": "2020-06-11 17:17:40",
        "SupFunctionID": "Orc",
        "Sup_Function_Name": "Orc Tenant",
        "AgeClass": "green",
        "AgingInfo": "0-2 Days",
        "SLAPercent": 0,
        "SLAProgressClass": null,
        "StatusCount": "Assigned-57 ,In-Progress-36 ,New-532 ,Pending-3"
      }
    ],
    "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
}

Retrieving Bulletin Board Details

Use the following API Request to retrieve the Bulletin Board based on Tenant and User ID.

API Details

Sample Request

{
  "ServiceName": "GetBulletinBoard",
  "objCommonParameters": {
    "_ProxyDetails": {
       "UserName": "john@xyz.com",            
       "OrgID": 1,
       "ReturnType": "JSON",
       "Password": "XXXXXXXXXXX",
       "APIKey": "XXXXXXXXXXXXXXX",
       "AuthType": "FORM",
       "ProxyID": 0,
       "RequestType":"mobile"
    },
	"Instance":"info",
    "UserID": "1274"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance *	STRING	Name of the Instance.	For Example: Info
UserID	STRING	Unique Identification number of the User.
* Indicates mandatory fields

Sample Response

{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "658FCDF56C66DFE117332AEEBD03ABB15756B3CB1A7AB6D5073F9FC31ADB90769F9CDC56F06F88BD735C46269EFDEDFF21D94C1CA8A7B86DB2F26F04316F7C907AFD848B
7A559A7326FB78768EB4B5FF23ACEFA473F318D5EF67AEC433EF74FCC47FB11B0AFC9C0A62DC02D3CFECBAB7A7EA22E381319CBEB9839E9255A1C2183F5E63E3",
    "OrgID": 0,
    "OutputObject": {
        "BulletinBoard": [
            {
                "Alert_ID": 26,
                "Org_Id": 1,
                "Sup_Function": "Info",
                "Alert_Subject": null,
                "Alert_Description": "Bulletin board",
                "BulletinFrom_Date": "/Date(1591275600000)/",
                "BulletinTo_Date": "/Date(1592571600000)/",
                "Active": true,
                "Alert_Message": "Bulletin board",
                "ShowAsGlobal": false,
                "DisplayAsMarquee": false,
                "Type": "Alerts"
            },
            {
                "Alert_ID": 27,
                "Org_Id": 1,
                "Sup_Function": "Info",
                "Alert_Subject": null,
                "Alert_Description": "Bulletin board1",
                "BulletinFrom_Date": "/Date(1591275600000)/",
                "BulletinTo_Date": "/Date(1592571600000)/",
                "Active": true,
                "Alert_Message": "Bulletin board1",
                "ShowAsGlobal": false,
                "DisplayAsMarquee": true,
                "Type": "Alerts"
            }
        ]
    },
    "OutputID": 0,
    "Input": null
}

Retrieving Knowledge Articles List and Details on Self-Service Dashboard

Use the following API Requests to retrieve the Knowledge Articles list and Knowledge Articles details on the Self-Service Dashboard.

Knowledge Articles List

API Details

Sample Request

{
  "ServiceName": "KM_GetKnowledgeArticleList",
  "objCommonParameters": {
    "_ProxyDetails": {
      "UserName": "john@xyz.com",
      "OrgID": 1,
      "ReturnType": "JSON",
      "Password": "XXXXXXXX",
      "APIKey": "XXXXXXXXXX",
      "AuthType": "FORM",
      "ProxyID": 0,
      "RequestType": "mobile",
      "TokenID": "EBAEF614B9B4433505F5558B676700108309D1D5BB9B868A4F26C3B2AF197FAD4094883367D2E99520B818D90FCEFED9DF94495682841545C32EC54403419FAA96B6668A3B7D3FB5
3894C9D52CB6A835D76B3E02E4248B64315525F3753AEF98643A48B4B10F24C99DC51CC09FADC481E1258723F4D89E971EDECC15E06F8DF6"
    },
    "SearchKnowledgeParameters": {
      "Instance": "All",
      "RecordType": "MostViewed",
      "ArticleType": "",
      "IsExecutive": 1,
      "CurrentPageIndex": 0,
      "PageSize": 20,
      "SortColumn": "",
      "SortOrder": ""
    },
    "RequestType": "Mobile"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance	STRING	Name of the Instance.	For Example: Info
RecordType	BOOLEAN	Type of the Record.	The values are as follows: Important Most Viewed Highest Rated If the value is null, the Request considers Important as the default value.
ArticleType	STRING	Type of the Article.	The values are as follows: Global User If the value is null, the Request considers Global as the default value.
CurrentPageIndex	INTEGER	Index number of the current page.
PageSize	STRING	Size of the page in terms of rows.
SortColumn	STRING	Sort records by any of the following values: KB_ID KB NO Question Answer Category Classification Status Lifecycle Status Logged On
SortOrder	STRING	Sorting order of a Column.	The value is either asc or desc.

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "B80E47D4CD0F972C96BA87C0BE5D18C1FE393FD26F5B851BE4A4AD05E590AD1C39659BB12878DFC5D0E65D0B9D81A6543677C110E87E473E343F1902B5C7BB943F
1BB0BD81D477023FB665D43930A4419C594761A0D81242D32F1F2E6768BBF0D48B404172F677CA0A580F8EC70BC79E74E7AE4F764F41208C4B01983FBF7DD3",
  "OrgID": 0,
  "OutputObject": {
    "KnowledgeArticles": [
      {
        "ROWNUM": 1,
        "KB ID": "",
        "TotalRows": 8,
        "KB NO": "KB145",
        "KB_ID": 145,
        "Logged On": "2019-07-19 14:48:02",
        "Org_Id": 1,
        "Active": true,
        "Question": "Basic steps to troubleshoot wire",
        "Answer": "To troubleshoot wireless network",
        "Category": "Applications",
        "Classification": "Change/Replacement",
        "Status": "Published",
        "StatusClass": "Published",
        "Lifecycle Status": "Operational",
        "CreatedDate": "2019-07-19T14:48:02",
        "ModifiedDate": "2020-05-29T13:06:13",
        "CreatedBy": "John",
        "ModifiedBy": "Peter",
        "KMImage": "http://localhost/DENALI_HF01_WS//denali-hf01-non-gdpr-dev-km-kb-attachments/a03484b9-38da-4faf-8af8-f8a301312c5d.PNG",
        "EditAccess": true,
        "VideoAvailable": 1,
        "VideoAvailableClass": "",
        "AvgFeedback": null,
        "HitCount": 7,
        "PublishedDate": "2020-05-29T07:36:16"
      },
      {
        "ROWNUM": 2,
        "KB ID": "",
        "TotalRows": 8,
        "KB NO": "KB199",
        "KB_ID": 199,
        "Logged On": "2019-08-08 17:33:41",
        "Org_Id": 1,
        "Active": true,
        "Question": "testing for the additional custo",
        "Answer": "Lean Testing. Continuous Testing",
        "Category": "VPN",
        "Classification": "Change/Replacement",
        "Status": "Published",
        "StatusClass": "Published",
        "Lifecycle Status": "Operational",
        "CreatedDate": "2019-08-08T17:33:41",
        "ModifiedDate": "2019-08-13T12:41:04",
        "CreatedBy": "Paul",
        "ModifiedBy": "Neel",
        "KMImage": "http://localhost/DENALI_HF01_WS/Images/image-default.png",
        "EditAccess": true,
        "VideoAvailable": 0,
        "VideoAvailableClass": "disableVideoIconTile",
        "AvgFeedback": 5,
        "HitCount": 1,
        "PublishedDate": "2019-08-13T07:11:06"
      }
    ]
  },
  "OutputID": 0,
  "Input": null
}

Knowledge Article Details

API Details

Sample Request

{
    "ServiceName": "KM_GetKnowledgeArticleDetails",
    "objCommonParameters": {
        "_ProxyDetails": {
            "UserName": "john@xyz.com",
            "OrgID": 1,
            "ReturnType": "JSON",
            "Password": "XXXXX",
            "APIKey": "XXXXXXXXXXXXXXX",
            "AuthType": "FORM",
            "ProxyID": 0,
            "RequestType":"mobile",
            "TokenID":"EBAEF614B9B4433505F5558B676700108309D1D5BB9B868A4F26C3B2AF197FAD4094883367D2E99520B818D90FCEFED9DF94495682841545C32EC54403419FAA96B6668A3B7D
3FB53894C9D52CB6A835D76B3E02E4248B64315525F3753AEF98643A48B4B10F24C99DC51CC09FADC481E1258723F4D89E971EDECC15E06F8DF6"
        },
        "KBId":"145",
        "IsExecutive":1,
		"RequestType":"Mobile"
    }
}

Request Parameters

Parameter Name	Type	Description	Notes
KBId	STRING	Unique Identification number of the Knowledge Article.

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "54E4FCA39999A20127E6D135B067CBD8B50E2E7D287D7890D26FDA2DD38796437ACEE6087FAD2AD828500B0DF217D239AFACD833F1BD7AFFAC18467F3A78B2E88825FC
C72CC6EE1DF1D683224A3AE02D38A5BC649AA4C272AEC9214A8A7F6A2DF986417F54DC80C345CC561FBF3C974B9D5809D11CC2C05CB19221116B3903F7",
  "OrgID": 0,
  "OutputObject": {
    "KnowledgeArticle": {
      "KM_ArticleDetails": [
        {
          "Org_Id": 1,
          "KB_ID": 145,
          "KB_Subject": "Basic steps to troubleshoot wireless connection problems",
          "sup_function": "Info",
          "VideoUrl": "https://www.youtube.com/embed/0-eefKkafhs",
          "KB_Details": "<p><strong>To troubleshoot wireless network problems</strong>:</p>\n<p>For new routers that have yet to be connected to the internet, 
refer the installation guide and user manual that was supplied with the router. The manuals can also be found on the NETGEAR Support website.</p>\n<div>\n<ul>\n<li>
To search for your specific product, see<span> </span><a href=\"http://support.netgear.com/for_home/default.aspx\" target=\"_blank\">http://support.netgear.com/for_home/default.aspx</a>.
</li><li>If additional assistance is needed, see<span> </span><a href=\"http://kb.netgear.com/app/answers/detail/a_id/12923\">Router initial setup FAQ</a></li></ul>\n</div>\n<p>
If the router has been connected to the internet and worked in the past, confirm the signal from your internet service provider (ISP) is not the problem.</p>\n<ol>\n<li>Turn off the wireless function and directly 
connect your computer to the router with an Ethernet cable.</li><li>Reboot the computer and check for an internet connection.</li><li>If there is still no internet connection reboot the router and any modems in use.
</li><li>You can also repeat this scenario with your computer directly connected to the modem instead of the router.</li><li>If you are still not getting an internet connection, contact your internet service provider.
</li></ol>",
          "Category": "Applications",
          "Classification": "Change/Replacement",
          "Status": "Published",
          "LifecycleStatus": "Operational",
          "ModifiedDate": "2020-05-29 07:36:16",
          "PublishedDate": "2020-05-29 07:36:16",
          "Original_FileName": "W_Capture1.PNG",
          "Renamed_FileName": "a03484b9-38da-4faf-8af8-f8a301312c5d.PNG",
          "Image_Uid": 75,
          "IMAGENAME": null,
          "Version_Number": 3
        }
      ],
      "Catalogs": [],
      "Attachments": [
        {
          "Original_FileName": "gmail_outlook_2013_image6.png",
          "Renamed_FileName": "9a10eccf-2d51-4c37-abd3-c6b090f9bca7.png",
          "Attach_Uid": 25,
          "TicketID": 145
        }
      ],
      "UserFeedback": [
        {
          "Uid": 0,
          "Org_Id": 1,
          "KB_ID": 145,
          "KB_Subject": "Basic steps to troubleshoot wireless connection problems",
          "FeedbackRating": null,
          "FeedbackRemarks": null
        }
      ],
      "AverageRating": ""
    }
  },
  "OutputID": 0,
  "Input": null
}

Updating User Profile Details

Use the following API Request to update the details of the User on the User Profile page.

API Details

Sample Request

{
    "ServiceName": "ADM_UpdateUserProfileDetails",
    "objCommonParameters": {
        "_ProxyDetails": {
            "UserName": "john@xyz.com",
            "OrgID": 1,
            "ReturnType": "JSON",
            "Password": "XXXXX",
            "APIKey": "XXXXXXXXXXXXXXXXXXX",
            "AuthType": "FORM",
            "ProxyID": 0,
            "RequestType":"mobile",
            "TokenID":"EBAEF614B9B4433505F5558B676700108309D1D5BB9B868A4F26C3B2AF197FAD4094883367D2E99520B818D90FCEFED9DF94495682841545C32EC54403419FAA96B6668A3
B7D3FB53894C9D52CB6A835D76B3E02E4248B64315525F3753AEF98643A48B4B10F24C99DC51CC09FADC481E1258723F4D89E971EDECC15E06F8DF6"
        },
        "UserProfileDetails":{
        	"TimeZoneID":35,
        	"LanguageCode":"en"
        },
        "RequestType":"Mobile"
    }
}

Request Parameters

Parameter Name	Type	Description	Notes
TimeZoneID	INTEGER	ID of the Time Zone.	For Example: 35
LanguageCode	STRING	Two letter code of the Language.	For Example: en for English.

Sample Response

{
  "Errors": "",
  "Input": null,
  "Message": "User Profile Details are updated successfully. UserID- 1274",
  "OrgID": 0,
  "Output": "User Profile Details are updated successfully. UserID- 1274",
  "OutputID": 0,
  "OutputObject": null,
  "TokenID": "B193C64F21450B5E6FD4E2C0DE4BD12E07D85B5277F9201AE36A688E4E70B8A0DCD053A1B135CC66D07A02E27CE6502476FB7AB32DCBC2AA1ECDC77977B68CC9255CE1
0F5F5F9E0A219D8F78D4FF70569B4DD5F1D8AC6FE7FF6A70A7FB4E1D76813EF8A0BADDE80C7AA4846E56DBDB7DAAD47E7292999645CBE14BF88E03BCEF"
}

Viewing Other Users' Incidents

Use the following API Request to view Incident configuration of other users based on the selected filter options.

API Details

Sample Request

{
  "ServiceName": "IM_GetIncidentMasterMobile",
  "objCommonParameters": {
    "RequiredParameters": {
      "InstanceCode": "Info",
      "PageName": "MyTickets",
      "IsRequiredClassificationandCat": true
    },
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey": "XXXXXXXXXXXXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "json",
      "OrgID": 1,
      "TokenID": ""
    }
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
InstanceCode	STRING	Name of the Instance.	For Example: Info
PageName	STRING	Name of the Page.	For Example: MyTickets.
IsRequiredClassificationandCat	BOOLEAN	Are Classification and Category required in API Response?	A true value indicates that the Classification and Category values of the Incident are returned in the API response.
* Indicates mandatory fields

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "437972E803D84729F95D1782853E2EC157D74A7ECB5C094A7C3E3326383E0E000589666DF311FC981AE5A96CE5290844BA9299187F1524354F25005E31F2E88A6267D204B7F3C5380C4300F76
E013F3B5C345E951D5017FDCCF39137D6D166C5C6FBC75A43DA9F41CE2AFDD8A1C42949C606811F93745D89210A6BDCF56ECC0F0EE56CA2",
  "OrgID": 0,
  "OutputObject": {
    "MasterData": {
      "IncidentMasters": {
        "userDetail": {
          "CallerContactNumAttributeId": 0,
          "UserID": 10,
          "EmpID": null,
          "Title": null,
          "UserName": null,
          "EmailID": "manish.kk@symphonysummit.com",
          "NT_UID": null,
          "Frm_UID": null,
          "Frm_PWD": null,
          "Role": null,
          "UName": "Manish K K(10)",
          "Contact": "10292-2929292299",
          "Active": false,
          "CustomerName": "Symphony summit",
          "LocationName": "Bengaluru",
          "Location": 3363,
          "OrgID": 0,
          "Customer": 3096,
          "WGAccess": null,
          "RPTAccess": null,
          "InstanceAccess": null,
          "LandingPage": null,
          "LoginType": null,
          "UserProfileImageName": "e7ae8756-d1a1-45c6-938d-15d7a580fd63.png",
          "UT_ID": 0,
          "MobileNo": "+9196205314191",
          "GUID": null,
          "LicenseEdition": null,
          "LicenseAttributeType": null,
          "ConcurrentLicCount": 0,
          "LogInAnalystAsUser": false,
          "MasterMenuTrimList": null,
          "IsConcurrentNewSession": false,
          "IsConcurrentAnalyst": false,
          "IVR_Enable": false,
          "IVR_AgentExtn": null,
          "IVR_RefreshInterval": null,
          "UserTypeColor": null,
          "UserTypeName": null,
          "Country": null,
          "Designation": null,
          "ManagerName": null,
          "DomainId": 0,
          "LAT_Enabled": false,
          "SAAS_UserID": 0,
          "SAAS_UserName": null,
          "SAAS_OrgID": 0,
          "OrgName": null
        },
        "locationList": null,
        "workgroupList": [
          {
            "Text": "CLN_WG",
            "Value": "89"
          },
          {
            "Text": "IT",
            "Value": "8"
          },
          {
            "Text": "Workgroup - NA for IM",
            "Value": "35"
          }
        ],
        "assignedEngineerList": [
          {
            "Text": "akshata123",
            "Value": "4"
          },
          {
            "Text": "Analyst1",
            "Value": "397260"
          },
          {
            "Text": "usertest",
            "Value": "397056"
          }
        ],
        "slaList": [
          {
            "Text": "24/7",
            "Value": "1"
          },
          {
            "Text": "9-6 M to F",
            "Value": "26"
          },
          {
            "Text": "Alarming",
            "Value": "14"
          }
        ],
        "impactList": [
          {
            "Text": "Low",
            "Value": "14"
          },
          {
            "Text": "Medium",
            "Value": "15"
          },
          {
            "Text": "High",
            "Value": "3"
          }
        ],
        "priorityList": [
          {
            "Text": "Priority 1",
            "Value": "3"
          },
          {
            "Text": "P Two",
            "Value": "11"
          },
          {
            "Text": "P three",
            "Value": "16"
          },
          {
            "Text": "Test Priority",
            "Value": "26"
          }
        ],
        "configurationItemList": [
          {
            "Text": "Test CI",
            "Value": "1"
          },
          {
            "Text": "ssddstt678h",
            "Value": "313"
          },
          {
            "Text": "xyzz12ssssssd45",
            "Value": "314"
          },
          {
            "Text": "ddsscxxtyuu",
            "Value": "315"
          },
          {
            "Text": "Acess",
            "Value": "316"
          }
        ],
        "statusList": null,
        "closureCodeList": null,
        "resolutionCodeList": null,
        "pendingReasonList": null,
        "communicationTemplateList": null,
        "sourceList": null,
        "userTypeList": null,
        "userCustomAttribute": null,
        "privatelogConfigList": null,
        "priorityConfigurationList": null,
        "staticFieldConfigurationList": [
          {
            "ID": null,
            "GroupID": 0,
            "StaticUID": 3,
            "FieldName": "Category",
            "DisplayName": "Category",
            "SortOrder": 2,
            "Mandatory": false,
            "MandatoryStatus": null,
            "ControlType": 0,
            "ScriptBlock": null,
            "ParentControlStaticUID": 0,
            "SelectedValue": null,
            "GroupColumns": 0,
            "AttributeSize": null,
            "Tooltip": null,
            "Watermark": null,
            "Maxlength": 0,
            "Minlength": 0,
            "FBControlType": null,
            "NumberRangeFrom": 0,
            "NumberRangeTo": 0,
            "Number_AcceptOnlyIntegeres": false,
            "PriceUnits": null,
            "GroupName": null,
            "IsMultivaluedGroupAttribute": false,
            "ChildElementID": null,
            "DDParentType": null,
            "DDParentSubType": null,
            "ParentFixedControlID": null,
            "TabID": 0,
            "AttributeSource": null,
            "ValidationMessageSubHeader": null,
            "RB_IncludeOtherOption": false,
            "RB_Columns": 0,
            "Include_Time_Stamp": false,
            "Hyperlink_Text": null,
            "Formula": null,
            "DDType": null,
            "DDSubType": null,
            "IsAutoPopulate": false,
            "DependentAttribute_Name": null,
            "AutoPopulate_Value": null,
            "IsAutoPopulate_Editable": false,
            "AutoPopulate_DependentAttributeID": 0,
            "TabName": null
          },
          {
            "ID": null,
            "GroupID": 0,
            "StaticUID": 1,
            "FieldName": "Workgroup",
            "DisplayName": "Workgroup",
            "SortOrder": 1,
            "Mandatory": true,
            "MandatoryStatus": null,
            "ControlType": 0,
            "ScriptBlock": null,
            "ParentControlStaticUID": 0,
            "SelectedValue": null,
            "GroupColumns": 0,
            "AttributeSize": null,
            "Tooltip": null,
            "Watermark": null,
            "Maxlength": 0,
            "Minlength": 0,
            "FBControlType": null,
            "NumberRangeFrom": 0,
            "NumberRangeTo": 0,
            "Number_AcceptOnlyIntegeres": false,
            "PriceUnits": null,
            "GroupName": null,
            "IsMultivaluedGroupAttribute": false,
            "ChildElementID": null,
            "DDParentType": null,
            "DDParentSubType": null,
            "ParentFixedControlID": null,
            "TabID": 0,
            "AttributeSource": null,
            "ValidationMessageSubHeader": null,
            "RB_IncludeOtherOption": false,
            "RB_Columns": 0,
            "Include_Time_Stamp": false,
            "Hyperlink_Text": null,
            "Formula": null,
            "DDType": null,
            "DDSubType": null,
            "IsAutoPopulate": false,
            "DependentAttribute_Name": null,
            "AutoPopulate_Value": null,
            "IsAutoPopulate_Editable": false,
            "AutoPopulate_DependentAttributeID": 0,
            "TabName": null
          }
        ],
        "customFieldGroupList": null,
        "customFieldConfigurationList": [],
        "customFieldDDLDataSource": [],
        "AlertMessage": [],
        "viewList": null,
        "majorincidentConfiguration": null,
        "MediumList": null,
        "CCDetails": {
          "CCUserID": "11",
          "CCEmailID": "subrahmanya.adiga@symphonysummit.com"
        },
        "ContractDetails": {
          "CustomerID": 3096,
          "IsContractValidationEnabled": false
        },
        "Contract": [],
        "defaultViewList": null,
        "CustomFilterList": null,
        "IM_Voice_Conference": null,
        "IM_MajorVoiceMailStatus": null,
        "IM_MajorConferenceDetails": null,
        "IM_MajorConferenceUserTimeOut": null,
        "AutopopulateAttributes": [
          {
            "Attribute_ID": 296,
            "ADM_CtmAttribute_ID": 0,
            "AttributeType": "text",
            "ADM_CtmAttribute_Name": "Location",
            "AttributeValue": "3363",
            "AttributeText": "Bengaluru",
            "AutoPopulate_Editable": false,
            "AutoPopulate_DependentAttributeID": 0
          },
          {
            "Attribute_ID": 309,
            "ADM_CtmAttribute_ID": 0,
            "AttributeType": "checkbox",
            "ADM_CtmAttribute_Name": "active",
            "AttributeValue": "True",
            "AttributeText": "True",
            "AutoPopulate_Editable": false,
            "AutoPopulate_DependentAttributeID": 0
          }
        ],
        "ViewOtherUserIncidentConfigurations": null
      },
      "Classifications": [
        {
          "id": "2",
          "text": "Network Clfn",
          "parent": "#",
          "IsDefault": false,
          "IsDefaultForPM": false,
          "Active": true,
          "fullname": null,
          "checked": false,
          "IsLeafNode": false,
          "db_mapping_id": 0,
          "title": null,
          "HasCatalog": false,
          "IsEnabledForEndUser": false,
          "Global_Config_ID": 0,
          "PackageFirstCatalogID": 0
        },
        {
          "id": "24",
          "text": "CH Network",
          "parent": "2",
          "IsDefault": true,
          "IsDefaultForPM": false,
          "Active": true,
          "fullname": null,
          "checked": false,
          "IsLeafNode": false,
          "db_mapping_id": 0,
          "title": null,
          "HasCatalog": false,
          "IsEnabledForEndUser": false,
          "Global_Config_ID": 0,
          "PackageFirstCatalogID": 0
        }
      ],
      "Category": null,
      "Location": [
        {
          "CM_ID": 7794,
          "CM_Value": "\"Jammu-Kashmir\"",
          "Value": 7794,
          "Text": "\"Jammu-Kashmir\""
        },
        {
          "CM_ID": 3506,
          "CM_Value": "bang lore",
          "Value": 3506,
          "Text": "bang lore"
        },
        {
          "CM_ID": 7690,
          "CM_Value": "karnataka",
          "Value": 7690,
          "Text": "karnataka"
        },
        {
          "CM_ID": 3418,
          "CM_Value": "tirupathi",
          "Value": 3418,
          "Text": "tirupathi"
        },
        {
          "CM_ID": 4349,
          "CM_Value": "Tiruvanamalai",
          "Value": 4349,
          "Text": "Tiruvanamalai"
        },
        {
          "CM_ID": 7691,
          "CM_Value": "z",
          "Value": 7691,
          "Text": "z"
        }
      ],
      "InstanceSettings": {
        "ConfigIncomplete": true,
        "TicketClosingMode": "Auto",
        "AutoClosingDays": 1,
        "EnableKBPopup": true,
        "FCROption": false,
        "FCRConfigured": true,
        "EnableEfforts": true,
        "EnableStopWatch": false,
        "EnableAnalyticalSearch": false,
        "EnableMajorIncident": true,
        "EnableVoiceConference": true,
        "EnableClosureCategory": true,
        "EffortWatchMode": 2,
        "ConvertIncidentToRequestMode": "MANUAL_RESOLVE_INCI",
        "EnableBulkUpdateList": true,
        "EnableTroubleshootingtabDetails": true,
        "EnablePartnerInfotabDetails": true,
        "EnableRunBookAutotabDetails": true,
        "EnableCategoryParentNode": true,
        "EnableClassificationParentNode": true,
        "EnableChangeCaller": false,
        "EnableAdditionalInfo": true,
        "EnableAttachment": true,
        "EnableDeleteAttachmentByExecutive": false,
        "EnableDeleteAttachmentByUser": false,
        "EnableAssignReopenedToWG": false,
        "EnableManualIncidentCancellation": true,
        "AllowWorkgroupOwnerToEditPriority": true,
        "ViewOtherWgIncidentDetail": true,
        "IM_Symptom_MinChar": 10,
        "IM_Description_MinChar": 20,
        "SR_Symptom_MinChar": 0,
        "SR_Description_MinChar": 0,
        "EnableCallerSelection": false,
        "SRRemarksLabel": null,
        "DisableCategoryForAnalyst": false,
        "DisableClassificationForAnalyst": false,
        "SR_RemarksDisplay": 0,
        "ValidateImpactOnChange": true,
        "ValidateUrgencyOnChange": false,
        "ValidatePriorityOnChange": true,
        "ValidateWorkgroupOnChange": true,
        "PriorityValidationOrder": null,
        "HideMailToCaller": true,
        "FeedbackMandatoryIM": false,
        "FeedbackMandatorySR": false,
        "LimitTransferWorkgroup": true,
        "IM_EnableSecondaryAnalyst": true,
        "IM_EnableAutoAssignTickets": false,
        "SR_IsCartEnabled": false,
        "EnableEffortsByPendingStatus": true,
        "EnableEffortsByResolvedStatus": true,
        "EnableEffortsByWorkgroup": true,
        "EnableEffortsByAssignedExecutive": true,
        "IM_EnableKBOnIncidentResolve": true,
        "IM_FeedBack_Enabled": true,
        "SR_FeedBack_Enabled": true,
        "IM_CategorySortOrder": 0,
        "IM_ClassificationSortOrder": 0,
        "SR_CatalogSortOrder": 0,
        "SR_ClassificationSortOrder": 0,
        "IM_EnablePendingToActive": true,
        "EnableChecklistTab": true,
        "EnableAdditionalInformationTab": true,
        "EnableTfsTab": false,
        "RDEnableScreenConnect": false,
        "RDURL": null,
        "RDURLDisplayName": null,
        "RDUsername": null,
        "RDPassword": null,
        "RDIsCloudEnable": false,
        "EnableEvaluation": true,
        "ETREnabled": true,
        "UserCom_MinChar": 0,
        "PrivateLog_MinChar": 0,
        "Solution_MinChar": 5,
        "EnableFollowUpCallCount": true,
        "PM_DisableCategory": false,
        "PM_DisableClassification": false,
        "PM_RestrictClosureByAnalyst": false,
        "PM_EnableResolutionCode": false,
        "PM_DisableImpact": false,
        "PM_DisableUrgency": false,
        "PM_DisablePriority": false,
        "IM_EnableFollowUp": false,
        "PM_EnablePreAuthorization": false,
        "EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_SR": false,
        "EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_IM": true,
        "IM_SR_Enable_All_Customer_and_Caller": false,
        "IM_SR_Enable_Own_Customer_and_Caller": false,
        "Notify_WorkgroupOwner_Onchange_Analyst": true,
        "KM_EnableApproverEditable": false,
        "KM_EnablePublisherEditable": false,
        "Description_MaxChar": 0,
        "Description_RestrictImage": false,
        "Allow_Analyst_EditSymptom": true,
        "Allow_Analyst_EditDescription": true,
        "Enable_Location_For_Analyst": true,
        "Feedback_Message": "",
        "PM_ViewOtherWorkGroupPMs": false,
        "CallToIncidentRouting": 0,
        "CL_EnableChangeCaller": false,
        "AssetAccept_MailIDs": null,
        "PM_AuthorizationMode": false
      },
      "UserProfileBanner": [
        {
          "AttributeName": "User Name1",
          "AttributeValue": "Manish K K"
        },
        {
          "AttributeName": "Mobile No1",
          "AttributeValue": "+9196205314191"
        },
        {
          "AttributeName": "Location1",
          "AttributeValue": "Bengaluru"
        },
        {
          "AttributeName": "Emp ID1",
          "AttributeValue": "SU022"
        },
        {
          "AttributeName": "Email-ID1",
          "AttributeValue": "manish.kk@symphonysummit.com"
        },
        {
          "AttributeName": "Drop1 - User Group1",
          "AttributeValue": "Test2"
        },
        {
          "AttributeName": "Reporting Manager1",
          "AttributeValue": "Neel"
        },
        {
          "AttributeName": "State1",
          "AttributeValue": "Karnataka1"
        },
        {
          "AttributeName": "Pin1",
          "AttributeValue": "5721041"
        },
        {
          "AttributeName": "NT ID - NT Login1",
          "AttributeValue": ""
        },
        {
          "AttributeName": "Join Date1",
          "AttributeValue": "19 Sep 2017"
        },
        {
          "AttributeName": "Designation1",
          "AttributeValue": "Memeber Tech Staff"
        },
        {
          "AttributeName": "Customer1",
          "AttributeValue": "Symphony summit"
        },
        {
          "AttributeName": "Contact No.1",
          "AttributeValue": "10292-2929292299"
        },
        {
          "AttributeName": "City1",
          "AttributeValue": "Tumakuru Bluru"
        }
      ]
    }
  },
  "OutputID": 0,
  "Input": null
}

Retrieving Incident Details With Configured Fields

Use the following API Request to retrieve the Incident details along with the configured fields.

API Details

Sample Request

{
  "ServiceName": "IM_GetIncidentDetails",
  "objCommonParameters": {
    "_ProxyDetails": {
      "AuthType": "APIKey",
      "APIKey": "XXXXXXXXXXXXXX",
      "ProxyID": 0,
      "ReturnType": "json",
      "OrgID": 1,
      "TokenID": ""
    },
    "TicketID": "12345",
    "Instance": "Info",
    "RequestType": "mobile"
  }
}

Request Parameters

Parameter Name	Type	Description	Notes
Instance *	STRING	Name of the Instance.	For Example: Info
TicketID *	STRING	Unique Identification of the Incident.
* Indicates mandatory fields

Sample Response

{
  "Errors": "",
  "Message": "",
  "Output": "",
  "TokenID": "0A674B11FA067BFB0F6A69A2A8842363AA65185C37F8D2F78058224B68A97DFF87A7EC9D140F6B919805900DE28CB3EA0106B23760E17BD8A1E7038F895378598939BD5CE3BBFD
F164849FB148624FA4832F902837403E935E99D6F5C4D0EF26FC78B2186CB4BF3CF77A12063C764083EA01BBE416FAE3F80432728A6F5AA15B87A49BEDF9E68174A4A64AD9A0213C9E
391D15342EB476783E34EF187F8F72A6B13704A59D7A49666CBABF810F011F10",
  "OrgID": 0,
  "OutputObject": {
    "Updater": null,
    "Ticket": {
      "IsSMSEnabled": false,
      "NotificationMethodName": null,
      "DoNotUpdateChildPriority": false,
      "dtSimilarSymptoms": null,
      "PendingStatusEscLevelID": 0,
      "UnAssignedStatusEscLevelID": 0,
      "ETREscLevelID": 0,
      "WOConfigurationID": 0,
      "FromTicket_Date": "0001-01-01T00:00:00",
      "ToTicket_Date": "0001-01-01T00:00:00",
      "FromTicket_ID": 0,
      "ToTicket_ID": 0,
      "TimeZoneName": null,
      "TimeZoneMins": 0,
      "TicketClosingMode": "Manual",
      "TicketID": 25286,
      "Sup_Function": "Info",
      "Sup_Function_Name": "Information Technology",
      "Reg_Time": "2020-05-19T15:30:08.813",
      "Formatted_RegTime": "2020-05-19 15:30:08",
      "OldStatus": null,
      "Status": "New",
      "Medium": "Web",
      "LoggedBy": 967,
      "LoggedBy_EmailID": null,
      "LoggedByName": "Paul",
      "Caller": 967,
      "Caller_Name": "Paul",
      "Caller_EmailID": null,
      "Classification": null,
      "Classification_Name": null,
      "Category": null,
      "Category_Name": null,
      "Description": "testing123",
      "Pending_Code": null,
      "PendingReason": null,
      "Severity": 6,
      "SeverityCSV": "",
      "Severity_Name": null,
      "Severity_Display": null,
      "Criticality": null,
      "Criticality_Name": null,
      "CI": null,
      "CI_Name": null,
      "Impact_Id": null,
      "Impact_Name": null,
      "OldSLA": 0,
      "SLA": 1,
      "SLA_Name": "9 to 6",
      "OldAssigned_Workgroup": 0,
      "Assigned_Workgroup": 1,
      "Assigned_WorkGroup_Name": "IT Infrastructure",
      "Assigned_Engineer": null,
      "Assigned_Engineer_EmpID": null,
      "Assigned_Engineer_Name": null,
      "Assigned_Engineer_Email": null,
      "Response_Deadline": "2020-05-19T16:00:00",
      "Response_Time": "0001-01-01T00:00:00",
      "Response_SLA_Met": null,
      "Response_SLA_Reason": null,
      "Resolution_Deadline": "2020-05-19T16:30:00",
      "Resolution_Time": "0001-01-01T00:00:00",
      "Resolution_SLA_Met": null,
      "Resolution_SLA_Reason": null,
      "Closure_Code": null,
      "Closure_Code_Name": null,
      "Repeat_Call": false,
      "Attachments": false,
      "Original_FileName1": null,
      "Renamed_FileName1": null,
      "Original_FileName2": null,
      "Renamed_FileName2": null,
      "Reopen_Call": false,
      "KB": false,
      "RspEsc": "0001-01-01T00:00:00",
      "RsoEsc_50PC": "0001-01-01T00:00:00",
      "RsoEsc_75PC": "0001-01-01T00:00:00",
      "RsoEsc_100PC": "0001-01-01T00:00:00",
      "guid": null,
      "CurrentUser": 0,
      "ParentTicketID": null,
      "Updated_Time": "2020-05-19T15:30:08.813",
      "LastUpdatedTimeGMT": "2020-05-19T10:00:08.813",
      "Org_Id": 1,
      "Month": null,
      "Output_format": null,
      "Executive": null,
      "FIncidentID": null,
      "TIncidentID": null,
      "TickStatus": null,
      "Priority": "IT P2",
      "Priority_Name": null,
      "TCaller": null,
      "Ticket_No": "44484",
      "ScheduledDate": null,
      "Schedule_Date": "0001-01-01T00:00:00",
      "Ticket_Information": null,
      "TargetCompletionDate": null,
      "Target_Completion_Date": "0001-01-01T00:00:00",
      "TS_ColIdentifier": null,
      "TS_RowIdentifier": null,
      "Resolution_SLAOfSeverity": null,
      "EscalationRemarks": null,
      "ManualEscalationLevelID": null,
      "EscalationDescription": null,
      "NotificationMethod": 0,
      "ServiceRequestType": null,
      "ResolutionCode": null,
      "ResolutionCodeName": null,
      "RteDescription": null,
      "RptName": null,
      "IsSummaryView": null,
      "RptID": null,
      "IsSqlQuery": null,
      "CustomFilter": null,
      "CustomSqlQuery": null,
      "Rpt_FromDate": "0001-01-01T00:00:00",
      "Rpt_ToDate": "0001-01-01T00:00:00",
      "Selected_WorkGroup": null,
      "Selected_WorkGroup_Name": null,
      "Page": null,
      "UserID": null,
      "Sort_Column": null,
      "Sort_Ord": null,
      "Email_UserID": null,
      "Day_Range": null,
      "Include_CurrDay": null,
      "job_type": null,
      "Report_ID": null,
      "ToIds": null,
      "FromId": null,
      "MailContent": null,
      "MailSubject": null,
      "IsParentCustomer": null,
      "UserLog": null,
      "CostPerHour": null,
      "TimeSpent": null,
      "CustomerID": "2905",
      "IsSystemGenerated": true,
      "LocationID": "2889",
      "TemplateName": null,
      "OverrideTicket": false,
      "Active": false,
      "TemplateEnableForEndUser": false,
      "Icon_Attached": false,
      "CustomerDomainID": 0,
      "ParentCustomerID": 0,
      "CustomerLocationID": 0,
      "CustomerPriorityDetailID": 0,
      "TextSearch": null,
      "CC_Email": null,
      "CC_UserID": null,
      "PR_GroupID": null,
      "PR_ServerID": null,
      "PR_ServerTZ": false,
      "PR_ExclueWeekends": false,
      "PR_PeakType": null,
      "PR_PeakHrsFrom": null,
      "PR_PeakHrsTo": null,
      "PR_TypeID": null,
      "PR_ViewID": null,
      "PR_URLID": null,
      "PR_MailBoxRelID": null,
      "PR_ServerTypeID": null,
      "PR_NoofRecords": null,
      "PR_LogtypeID": null,
      "PR_LognNameID": null,
      "PR_SerFilterId": null,
      "PR_SerFilterOS": null,
      "PR_SerSoftware": null,
      "CustomerName": null,
      "ParentCustomerName": null,
      "CallerLocationName": null,
      "CallerContactNo": null,
      "CallerMobileNo": null,
      "PR_CatalogID": 0,
      "SendMailsToExecutive": false,
      "SRV_ReportTypeID": null,
      "NW_Element_Type_Name": null,
      "NW_VendorID": null,
      "PR_NWDeviceID": null,
      "PR_NWLinkID": null,
      "PR_PrinterID": null,
      "PR_InterfaceID": null,
      "AVM_EntityType": null,
      "AVM_EntityID": null,
      "AVM_EventStatus": null,
      "AVM_EventCategory": null,
      "AVM_EventPriority": null,
      "AVM_EventImpact": null,
      "AVM_EventLinked": null,
      "AVM_Events": null,
      "AVM_DRDateType": null,
      "AVM_ReportView": null,
      "AVM_UrlNames": null,
      "AVM_ServiceIds": null,
      "AVM_ServiceNames": null,
      "AVM_DeviceNames": null,
      "AVM_Configurations": null,
      "AVM_ParentCIs": null,
      "AVM_ParentType": null,
      "PR_ExclueWeekendsRequired": false,
      "PR_ServerTZRequired": false,
      "AVM_HostName": null,
      "AVM_IPAddress": null,
      "AVM_MonitoringSrc": null,
      "AVM_MonitoringProxy": null,
      "AVM_PingProtocol": null,
      "AVM_IOSVersion": null,
      "AVM_Criticality": null,
      "AVM_LinkCapacity": null,
      "AVM_SrcHostName": null,
      "AVM_DstIP": null,
      "AVM_Duplex": null,
      "AVM_MonitoringProtocol": null,
      "AVM_SvrEntitlement": null,
      "AVM_SvrType": null,
      "AVM_Type": null,
      "AVM_OSType": null,
      "AVM_ViewBy": null,
      "AVM_ViewYear": null,
      "AVM_TypeDetails": null,
      "AVM_DeviceCriticality": null,
      "FCRTicket": false,
      "FCRComments": null,
      "FirstWorkgroup": 1,
      "FCRConfiguredForInstance": false,
      "FCRUpdateDetailsFlag": false,
      "ResponsePriorityName": null,
      "ResponseDeadlineMinutes": null,
      "IsCallerUpdate": false,
      "TemplateSymptomUID": 0,
      "TemplateID": 0,
      "OpenCategory": null,
      "OpenCategory_Name": null,
      "EnableMajorIncident": false,
      "EnableClosureCategory": false,
      "IsMajorIncident": false,
      "IsGetAttachments": false,
      "IsChangeCallerEnabled": false,
      "AutoEsclCurrentExecutive": null,
      "AutoEsclCurrentWorkgroup": null,
      "SeverityID_OLD": 0,
      "AssignedEngineer_OLD": 0,
      "AttachmentHistoryAdded": null,
      "AttachmentHistoryDeleted": null,
      "PriorityChangeReason": null,
      "Source": "Nil",
      "Mail_CC_EmailID": null,
      "Mail_CC_UserID": null,
      "ConvertedToSR": false,
      "ConvertedSRTicket_ID": 0,
      "ConvertedType": null,
      "FromEmail": null,
      "FromName": null,
      "TransferTicket": false,
      "TransferChildTicket": false,
      "ChildTicketsCount": 0,
      "ChildWorkorderCount": 0,
      "AttachmentBaseString": null,
      "AttachmentFileName": null,
      "EncriptTicketID": null,
      "AttachmentList": "",
      "IVRContactNumber": null,
      "IVRUniqueNumber": null,
      "AutoWorkorderIDs": null,
      "AutoWorkorderNos": null,
      "CallerName": null,
      "UpdateSource": null,
      "TicketClose": false,
      "ParentTicketId": 0,
      "RequestType": null,
      "AVM_IOSType": null,
      "AVM_SNMPVersion": null,
      "AVM_ServerCategory": null,
      "AVM_SNMPString": null,
      "AVM_AuthType": null,
      "AVM_SNMPUser": null,
      "AVM_Privilege": null,
      "AVM_SNMPProtocol": null,
      "MonitoringParam": null,
      "Assigned_Engineer_Secondary": null,
      "Assigned_Engineer_Name_Secondary": null,
      "PageName": null,
      "Urgency_Name": null,
      "Urgency_ID": 0,
      "LinkKBOnTicketResolve": null,
      "IsFromWebService": false,
      "IsFeedbackEnabled": false,
      "IM_EnableMailToWGOForPriorityChange": false,
      "WorkgroupOwnerEmailId": "Samuel@xyz.com",
      "ValidatePriorityOnChange": false,
      "IsAuthorizedUser": true,
      "IsFromEmailParser": false,
      "IsChatSessionExpired": false,
      "EnableFollowUp": false,
      "IsChildUpdatedFromParent": false,
      "CustomerContractID": 0,
      "CustomerContractName": null,
      "StartDate": "0001-01-01T00:00:00",
      "EndDate": "0001-01-01T00:00:00",
      "Evaluation_Open_Tasks": null,
      "FollowUpCallCount": 0,
      "CallerGuid": "640F6E07-E432-4565-9E84-131448CB4690",
      "CatWgMappingUID": 0,
      "RecipientsForDefaultAnalystMapping": null,
      "Domain_ID": 0,
      "SubWorkgroupID": 0,
      "SubWorkgroupName": null,
      "ConversationId": null,
      "AISuggestion": null,
      "CallRecordID": 0,
      "SendMailEscalationLevel": 0,
      "IsAllowEdit_Incident_AddInfo": true,
      "Notify_WorkgroupOwner_Onchange_Analyst": false,
      "IM_Notify_WorkgroupOwner_Onchange_Analyst": true,
      "WorkgroupOwnerName": "Pallavi",
      "Allow_Analyst_EditSymptom": false,
      "Allow_Analyst_EditDescription": false,
      "IM_ManualClose_Override": false,
      "LocationName": "bangalore",
      "DeviceALL": null
    },
    "TicketInformation": {
      "TicketID": null,
      "Information": "testing123",
      "Solution": null,
      "UserLog": null,
      "InternalLog": null,
      "ReminderTicketCreation": false,
      "ClosureRemarks": null,
      "CancelRemarks": null,
      "FollowUpRemarks": null,
      "AdditionalInfo": null,
      "UserID": 0,
      "Caller_ID": 0,
      "IsResloved_Ticket": false
    },
    "SLADetails": null,
    "ChecklistDetails": null,
    "CustomFieldGroups": null,
    "CustomFields": null,
    "MVCustomFieldsForSummary": null,
    "MVCustomFieldDetailForSummary": null,
    "MVCustomFields": null,
    "PartnerIncidentDetail": null,
    "DiagnosticListDetails": [],
    "EffortWatchDetail": null,
    "SimilarSymptomListDetails": null,
    "Keywords": null,
    "SelectedAssets": null,
    "MajorIncidentDetail": null,
    "VoiceMailStatus": null,
    "UserCommunication": [],
    "PrivateLog": [],
    "OLAHistory": [],
    "LinkRelations": null,
    "MasterDataForSummary": null,
    "EffortDetails": null,
    "UserCustomAttributeList": [],
    "OnChangeValidationFields": null,
    "AttachmentList": [],
    "InstanceSettings": {
      "ConfigIncomplete": false,
      "TicketClosingMode": null,
      "AutoClosingDays": 0,
      "EnableKBPopup": false,
      "FCROption": false,
      "FCRConfigured": false,
      "EnableEfforts": false,
      "EnableStopWatch": false,
      "EnableAnalyticalSearch": false,
      "EnableMajorIncident": false,
      "EnableVoiceConference": false,
      "EnableClosureCategory": false,
      "EffortWatchMode": 0,
      "ConvertIncidentToRequestMode": null,
      "EnableBulkUpdateList": false,
      "EnableTroubleshootingtabDetails": true,
      "EnablePartnerInfotabDetails": true,
      "EnableRunBookAutotabDetails": true,
      "EnableCategoryParentNode": false,
      "EnableClassificationParentNode": false,
      "EnableChangeCaller": false,
      "EnableAdditionalInfo": false,
      "EnableAttachment": false,
      "EnableDeleteAttachmentByExecutive": false,
      "EnableDeleteAttachmentByUser": false,
      "EnableAssignReopenedToWG": false,
      "EnableManualIncidentCancellation": false,
      "AllowWorkgroupOwnerToEditPriority": false,
      "ViewOtherWgIncidentDetail": false,
      "IM_Symptom_MinChar": 0,
      "IM_Description_MinChar": 0,
      "SR_Symptom_MinChar": 0,
      "SR_Description_MinChar": 0,
      "EnableCallerSelection": false,
      "SRRemarksLabel": null,
      "DisableCategoryForAnalyst": false,
      "DisableClassificationForAnalyst": false,
      "SR_RemarksDisplay": 0,
      "ValidateImpactOnChange": false,
      "ValidateUrgencyOnChange": false,
      "ValidatePriorityOnChange": false,
      "ValidateWorkgroupOnChange": false,
      "PriorityValidationOrder": null,
      "HideMailToCaller": false,
      "FeedbackMandatoryIM": false,
      "FeedbackMandatorySR": false,
      "LimitTransferWorkgroup": false,
      "IM_EnableSecondaryAnalyst": true,
      "IM_EnableAutoAssignTickets": false,
      "SR_IsCartEnabled": false,
      "EnableEffortsByPendingStatus": false,
      "EnableEffortsByResolvedStatus": false,
      "EnableEffortsByWorkgroup": false,
      "EnableEffortsByAssignedExecutive": false,
      "IM_EnableKBOnIncidentResolve": true,
      "IM_FeedBack_Enabled": false,
      "SR_FeedBack_Enabled": false,
      "IM_CategorySortOrder": 0,
      "IM_ClassificationSortOrder": 0,
      "SR_CatalogSortOrder": 0,
      "SR_ClassificationSortOrder": 0,
      "IM_EnablePendingToActive": false,
      "EnableChecklistTab": true,
      "EnableAdditionalInformationTab": true,
      "EnableTfsTab": false,
      "RDEnableScreenConnect": false,
      "RDURL": null,
      "RDURLDisplayName": null,
      "RDUsername": null,
      "RDPassword": null,
      "RDIsCloudEnable": false,
      "EnableEvaluation": true,
      "ETREnabled": false,
      "UserCom_MinChar": 0,
      "PrivateLog_MinChar": 0,
      "Solution_MinChar": 0,
      "EnableFollowUpCallCount": false,
      "PM_DisableCategory": false,
      "PM_DisableClassification": false,
      "PM_RestrictClosureByAnalyst": false,
      "PM_EnableResolutionCode": false,
      "PM_DisableImpact": false,
      "PM_DisableUrgency": false,
      "PM_DisablePriority": false,
      "IM_EnableFollowUp": false,
      "PM_EnablePreAuthorization": false,
      "EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_SR": false,
      "EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_IM": false,
      "IM_SR_Enable_All_Customer_and_Caller": false,
      "IM_SR_Enable_Own_Customer_and_Caller": false,
      "Notify_WorkgroupOwner_Onchange_Analyst": false,
      "KM_EnableApproverEditable": false,
      "KM_EnablePublisherEditable": false,
      "Description_MaxChar": 0,
      "Description_RestrictImage": false,
      "Allow_Analyst_EditSymptom": false,
      "Allow_Analyst_EditDescription": false,
      "Enable_Location_For_Analyst": false,
      "Feedback_Message": null,
      "PM_ViewOtherWorkGroupPMs": false,
      "CallToIncidentRouting": 0,
      "CL_EnableChangeCaller": false,
      "AssetAccept_MailIDs": null,
      "PM_AuthorizationMode": false
    },
    "FeedbackConfig": null,
    "RBASummaryProperties": null,
    "RBASummaryPropertiesByCI": null,
    "IM_Voice_Conference": null,
    "IM_MajorVoiceMailStatus": null,
    "ETRDetails": null,
    "ETRHistory": [],
    "BulkUpdateURL": null,
    "TempTicketID": null,
    "CI_ID": null,
    "RelationshipsLink": "{\"Asset\":[],\"Change\":[],\"Child Incident\":[],\"CI Services\":[],\"Configuration Item\":[],\"Event\":[],\"Knowledge\":[],\"Parent Incident\":[],\"Portfolio\":[],\"Problem\":[],\"Project\":[],\"Release\":[],\"Service Catalog\":[],\"Service Request\":[],\"User Asset\":[],\"Work Order\":[]}",
    "sendemailtochild": false,
    "CI_Key": null,
    "CI_Value": null,
    "IncidentPageFieldProperties": [
      {
        "MasterPageFieldID": 20,
        "CustomAttributeID": 0,
        "FieldText": "TenantDisp",
        "FieldValue": "",
        "SortOrder": 1,
        "ActualMappingColumn": "Instance"
      },
      {
        "MasterPageFieldID": 15,
        "CustomAttributeID": 0,
        "FieldText": "Description",
        "FieldValue": "",
        "SortOrder": 22,
        "ActualMappingColumn": "Description"
      },
      {
        "MasterPageFieldID": 29,
        "CustomAttributeID": 0,
        "FieldText": "Solution",
        "FieldValue": "",
        "SortOrder": 23,
        "ActualMappingColumn": "Solution"
      },
      {
        "MasterPageFieldID": 32,
        "CustomAttributeID": 0,
        "FieldText": "Additional Information",
        "FieldValue": "",
        "SortOrder": 24,
        "ActualMappingColumn": "Additional Information"
      },
      {
        "MasterPageFieldID": 34,
        "CustomAttributeID": 0,
        "FieldText": "Service Request Details",
        "FieldValue": "",
        "SortOrder": 25,
        "ActualMappingColumn": "Service Request Relation"
      },
      {
        "MasterPageFieldID": 35,
        "CustomAttributeID": 0,
        "FieldText": "Work Order Details",
        "FieldValue": "",
        "SortOrder": 26,
        "ActualMappingColumn": "Work Order Relation"
      }
    ]
  },
  "OutputID": 0,
  "Input": null
}

Incident Management Mobile Application APIs

What's New?

Authentication

Auto-Populating Custom Fields in Incidents Based on Logged in User

API Details

Request Parameters

Retrieving Incident Details Based on Configured Fields

API Details

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Retrieving Symptoms and Knowledge Articles Based on Searched Keyword

API Details

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Retrieving User Profile Details on End User Log Incident Page

API Details

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Retrieving CC Users

API Details

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Retrieving Number of Incidents By Status

API Details

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Retrieving Incidents Using Filters

API Details

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Retrieving Bulletin Board Details

API Details

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Retrieving Knowledge Articles List and Details on Self-Service Dashboard

API Details

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API Details

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Updating User Profile Details

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Viewing Other Users' Incidents

API Details

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Retrieving Incident Details With Configured Fields

API Details

Request Parameters