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You can retrieve the SLA Details such as SLA Service Windows, RCA Deadline, SLA minutes, Resolution Deadline based on input parameters such as Workgroup, Priority, Category, Problem Record Type, Matrix Type, etc.

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

Service NameHTTP Method

PM_GetSLADeadlineMatrix

POST

Below is the sample request to retrieve Problem Record Details

Sample Request
{
    "ServiceName": "PM_GetSLADeadlineMatrix",
    "objCommonParameters": {
        "_ProxyDetails": {
            "UserName": "william.james@symphonysummit.com",
            "OrgID": 1,
            "ReturnType": "JSON",
            "Password": "test@1237",
            "APIKey": "FuvXeZTSna2Jdj/PImKKTRS97Dg8Ns7ET/UQ1X9JZHs=",
            "AuthType": "FORM",
            "ProxyID": 0,
            "RequestType":"mobile"
            }, 
        "PM_Matrx_Properties":{
            "Org_Id":1,
            "UserID":2,
            "Support_Function":"Info",
            "Assigned_Workgroup_Id":22,
            "Category_Id":1167,
            "Risk_ID":0,
            "Priority_Id":1,
            "ProblemRecordType":"Reactive",
            "Problem_Ticket_Id":0,
            "MatrixType":"RCA",
            "SLA_Window":1,
            "Status":"New",
            "AssignedAnalyst":0
        },     
        "TicketID":"",
		"RequestType":"Mobile"
    }
}

Request Parameters

Parameter NameTypeDescriptionMandatory

Org_Id

INTEGER

Unique Identification number of an Organization. By default, the value is 1.

TRUE

UserID

INTEGER

Unique Identification Number of a User.

TRUE

Support_Function

STRING

Name of the Instance.

For Example: Info

TRUE

Assigned_Workgroup_Id

INTEGER

Unique Identification number of the Workgroup. Specify the Id of the Workgroup.

TRUE

Category_Id

INTEGER

Unique Identification number of the Category. Specify the Id of the Category.

TRUE

Risk_ID

INTEGER

Unique Identification number of the Risk. Specify the Id of the Risk.

FALSE

Priority_Id

INTEGER

Unique Identification number of the Priority. Specify the Id of the Priority.

TRUE

ProblemRecordType

STRING

Specify Problem Record Type.

For Example: Proactive or Reactive

TRUE

Problem_Ticket_Id

STRING

The logged Problem Request number.

FALSE

MatrixType

STRING

Specify Matrix Type.

TRUE

SLA_Window

INTEGER

Specify SLA Window.

FALSE

Status

STRING

Status of the PR.

FALSE

AssignedAnalyst

INTEGER

Id of the Assigned Engineer.

FALSE

TicketID

STRING

The logged Problem Request number.

FALSE

RequestType

STRING

Type of the request. Be default, the value is Mobile.

FALSE

Sample Response
{
    "Errors": "",
    "Message": "",
    "Output": "{\"SLADeadlineMatrix\":{\"ServiceWindow\":
				\"[
					{\"Mst_UID\":1,\"Mst_Value\":\"24/7\",\"IsDefault\":true}
				]\" 
				\"Deadline\":\"[
							{\"Type\":\"RcaDetail\",\"Deadline\":\"2021-04-06 14:47:00\",\"ActualTime\":null,\"SLAMinutes\":60,\"Violated\":null,\"UserEditable\":0,\"SLAConfigInfo\":\"new 1\",\"SLAConfigID\":1,\"SLATooltipInfo\":null,\"SlaPaused\":null}
							,{\"Type\":\"ResolutionDetail\",\"Deadline\":\"2021-04-06 15:47:00\",\"ActualTime\":null,\"SLAMinutes\":120,\"Violated\":null,\"UserEditable\":0,\"SLAConfigInfo\":\"new 1\",\"SLAConfigID\":1,\"SLATooltipInfo\":null,\"SlaPaused\":null}
						]\" }}",
    "TokenID": "3DF1B958B3235C053234AF4BB641864D8426FC1C3B90471DABB730D0167C0FFF36E1AA6213A3ED18587ECDCF2F3BAC8B687A09B808AE148E96941A85AE89B18F3F322C5F324B3FBFAB7DE0CE6F6523C8C38627052BA69F345BFEED97F22D23A7EF17544BD2BBA208271F7BA5BC1E71B70967D18D81369C7AB0CD5C584D8B8051F632A98CB6037A0D4C9D929D825210D6A5B9B1D0",
    "OrgID": 0,
    "OutputObject": null,
    "OutputID": 0,
    "Input": null
}

Status and Error Codes

For more information, see Status and Error Messages

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