You can retrieve Incident details and change history of a specific Incident number using the following API Request with the Incident numer.
To authenticate the below API, see API Authentication and Authorization.
Service Name | HTTP Method |
|---|---|
| IM_GetIncidentDetailsAndChangeHistory | POST |
Sample Request
Json Format
{
"ServiceName": "IM_GetIncidentDetailsAndChangeHistory",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKey",
"APIKey": "XXXXXXXXXXXXXXXXXXXXXXX",
"ProxyID": 0,
"ReturnType": "json",
"OrgID": 1,
"TokenID": ""
},
"TicketNo": 93490,
"RequestType": "RemoteCall"
}
}
Request Parameters
| Parameter Name | Type | Description | Mandatory |
|---|---|---|---|
TicketNo | INTEGER | Unique Identification of the Incident. | TRUE |
RequestType | STRING | Type of the Request. This is the constant “RemoteCall” value. | TRUE |
Sample Response
Json Format
{
"Errors": "",
"Message": "",
"Output": "",
"TokenID": "EC6F4BAA830ECC33BA5AA561DD7CA3F4D553CF39DB67156D7E13F9E710550C30342540D0B47C4FBFF224B6885C
4C682049B4130F5CBF62B2FB0E43A8A0DA5A118B3A5DD3DCDC88351CD3AB9A8E77D7F0767BC742CAE55A2C9E0666703CD49A9A49B14
BB34CFC9901C97268747675B8A3963EA5F1071C01FBC66730EBF591F24249DA3F
6A801C38F22DD56432A7E57752B5A965F5B35D4657A4F31643F70B439F22469955",
"OrgID": 0,
"OutputObject": {
"IncidentDetails": {
"TicketDetails": [
{
"Costper_Hour": null,
"Org_Id": 1,
"Ticket_ID": 93488,
"Ticket_No": "93490",
"Reg_Time": "2020-09-10 13:39:06",
"Status": "In-Progress",
"Medium": "Web",
"LoggedBy": 428138,
"LoggedBy_EmailID": "john@xyz.com",
"OpenCategory": "GT",
"OpenCategoryID": 3415,
"Category": "GT",
"Classification": null,
"ClassificationID": null,
"CategoryID": 3415,
"Subject": "Logging a ticket as an Analyst",
"Pending_Code": null,
"PendingReason": null,
"Severity": 16,
"Severity_Name": "P3 test",
"PriorityName": "P3",
"Severity_Display": "P3",
"Criticality": null,
"Criticality_Name": null,
"Impact": null,
"SLA": 205,
"SLA_Name": "IT 24/7",
"Assigned_Workgroup": 87,
"WG_Name": "AVM",
"Assigned_Engineer": 397110,
"Assigned_Engineer_Name": "John",
"Assigned_Engineer_Email": "john@xyz.com",
"Assigned_Engineer_EmpID": null,
"Response_Deadline": "2020-09-10 23:39:00",
"Response_Time": "2020-09-14 08:36:35",
"Response_SLA_Met": false,
"Response_SLA_Reason": "Updated From Web Service",
"Resolution_Deadline": "2020-09-11 02:59:00",
"Resolution_Time": null,
"Resolution_SLA_Met": null,
"Resolution_SLA_Reason": null,
"Closure_Code": null,
"ClCode_Name": null,
"Repeat_Ticket": false,
"Reopen_Ticket": false,
"attachments": false,
"Information": "Logging a ticket as an Analyst",
"Solution": "#Solution#",
"Userlog": null,
"Internallog": null,
"Caller": 397110,
"Caller_Name": "John",
"Caller_EmailID": "john@xyz.com",
"Sup_Function": "Info",
"Sup_Function_Name": "Information Technology",
"KB": false,
"ParentTicketID": null,
"Updated_Time1": "2020-09-14 08:36:35",
"Updated_Time": "2020-09-14 08:36:35",
"Schedule_Date": null,
"Target_Completion_Date": null,
"Resolution_SLAOfSeverity": 800,
"UserID": 397110,
"ManualEscalationDate": null,
"ManualEscalationLevelID": null,
"ManualEscalationRemarks": null,
"Impact_Name": null,
"NotificationMethod": null,
"Configuration_Item_ID": null,
"Device_Host_Name": null,
"WOConfigurationID": null,
"CustomerPriorityDetailID": null,
"CC_Email": null,
"CC_UserID": null,
"CustomerName": null,
"ParentCustomerName": null,
"CallerLocationName": null,
"ContactNo": null,
"MobileNo": null,
"FCRTicket": null,
"FCRComments": null,
"FirstWorkgroup": 87,
"FCRConfigured": null,
"Response_PriorityName": "P3",
"Response_DeadlineMinutes": "(600 Mins)",
"OpenCategoryID1": 3415,
"OpenCategory1": "GT",
"EnableMajorIncident": null,
"EnableClosureCategory": null,
"MajorIncident": null,
"DoNotUpdateChildPriority": false,
"ResolutionCode": null,
"ResolutionCodeName": null,
"ClosureRemarks": null,
"TicketClosingMode": "Auto",
"ElapsedTime": 6011,
"Source": "Person",
"Sub-Workgroup Name": null,
"Ticket_ID_Encrypted": "Xdnu1oD6UVVvSljQ4wQzRA%3d%3d"
}
],
"ChangeHistory": [
{
"uid": 1272206,
"column_name": "Response Time",
"change_date": "2020-09-14 08:36:37",
"change_by": 428138,
"change_byName": "John",
"old_Value": null,
"new_Value": "2020-09-14 08:36:35",
"AttributeType": ""
},
{
"uid": 1272205,
"column_name": "Assigned To",
"change_date": "2020-09-14 08:36:37",
"change_by": 428138,
"change_byName": "John",
"old_Value": "",
"new_Value": "John",
"AttributeType": ""
}
],
"CustomAttributes": []
}
},
"OutputID": 0,
"Input": null
}
Status and Error Codes
For more information, see Status and Error Messages.