GET Priority

The GET Priority Incident Master API retrieves Priority master data from the Incident Management (IM) module. The API response matches the Priority records displayed in the UI.

The API supports the following operations:

Retrieve List of Priority Master Records

This endpoint retrieves all Priority master records configured in the Incident Management module. Administrators, integrations, and automation tools can use the endpoint for configuration review, SLA validation, reporting, and downstream processing.

Endpoint

GET /API/v1/Master/IM/Priority

Component	Value	Description
HTTP Method	GET	Retrieves data from the server. This operation reads data only and does not create, update, or delete records.
API	API	Stands for Application Programming Interface. It provides a standard way for applications to communicate with the system and exchange data.
Version	v1	Indicates Version 1 of the API. Versioning helps maintain compatibility when developers introduce new API versions.
Resource Group	Master	Refers to the Master Data module, which contains reusable reference data such as Priorities, Categories, Statuses, and Locations.
Module	IM	Stands for Incident Management. It identifies that the requested master data belongs to the Incident Management module.
Resource	Priority	Specifies the Priority master data resource to retrieve. Priority values show the relative importance of Incidents and can include configured response and resolution SLA durations.

Request Headers

{
  "Accept": "application/json",
  "X-Api-Key": "<API_KEY>"
}

Header	Value	Required	Description
Accept	application/json	Yes	Requests the API to return the response in JSON format.
X-Api-Key	`<API_KEY>`	Yes	API key for authentication and authorization.

Sample Request

The following cURL request sends an HTTP GET request to retrieve all Priority master records. The request includes the Accept header to specify JSON as the expected response format and the X-Api-Key header to authenticate the caller.

Replace <API_KEY> with a valid API key before sending the request. Replace {host} with the appropriate server address when calling the API from another environment.

curl --location '{host}/API/v1/Master/IM/Priority' \
  --request GET \
  --header 'Accept: application/json' \
  --header 'X-Api-Key: <API_KEY>'

Sample Response

The following sample response returns an array of Priority master records. Each object represents one Priority configured in the Incident Management module. Value uniquely identifies the record, Active indicates whether the record is available for use, and the SLA fields provide the configured response and resolution targets in minutes. Text_Display provides the formatted display label, while Text provides the Priority name.

[
  {
    "Value": 1,
    "Active": true,
    "Description": "Critical business impact",
    "Resolution_SLA_In_Minutes": 240,
    "Response_SLA_In_Minutes": 15,
    "Text_Display": "P1 - Critical",
    "Text": "Critical",
    "Instance": 1,
    "Instance_Text": "Production"
  },
  {
    "Value": 2,
    "Active": true,
    "Description": "High business impact",
    "Resolution_SLA_In_Minutes": 480,
    "Response_SLA_In_Minutes": 30,
    "Text_Display": "P2 - High",
    "Text": "High",
    "Instance": 1,
    "Instance_Text": "Production"
  }
]

Response Fields

The Priority master list exposes the following fields:

Field	Type	Example Value	Description
Value	Integer	1	Unique value or identifier of the Priority record.
Active	Boolean	`true`	Indicates whether the Priority record is active and available for use.
Description	String	`"Critical business impact"`	Description of the Priority and its intended use.
Resolution_SLA_In_Minutes	Integer	240	Resolution SLA duration configured for the Priority, expressed in minutes.
Response_SLA_In_Minutes	Integer	15	Response SLA duration configured for the Priority, expressed in minutes.
Text_Display	String	`"P1 - Critical"`	Formatted display name of the Priority.
Text	String	`"Critical"`	Name or text value of the Priority.
Instance	Integer or String	1	Identifier of the instance associated with the Priority.
Instance_Text	String	`"Production"`	Display name of the instance associated with the Priority.

Business Use Cases

Scenario	Resolution
An integration needs valid Priority values before creating or updating an Incident.	Call the GET Priority Incident Master API to retrieve the configured Priority records. Use the returned Priority identifier in the Incident create or update request.
An external system stores Priority mappings for Incident synchronization.	Call the API to retrieve the latest Priority master records and synchronize them with the external system's mapping table.
An automated process receives a Priority name but requires its unique identifier.	Retrieve the Priority master list, locate the record with the matching `Text` or `Text_Display` value, and use its `Value` in the next Incident API request.
A scheduled integration must keep Priority reference data up to date.	Call the API at scheduled intervals and compare the response with the Priority records stored in the consuming system. Add, update, or deactivate mappings as required.
An integration must verify a Priority before submitting an Incident request.	Call the API and confirm that the Priority exists and that its `Active` value is `true`. This prevents the integration from submitting an invalid or inactive Priority.
An integration must check SLA targets for a Priority.	Use `Response_SLA_In_Minutes` and `Resolution_SLA_In_Minutes` to review the configured response and resolution targets.
You are migrating Incident data from another system.	Retrieve all valid Priority records and map the source-system Priority values to the corresponding Priority identifiers before migrating the Incident records.
An integration supports many application instances.	Use the `Instance` and `Instance_Text` values to associate each Priority with the correct instance during synchronization or Incident processing.

Expected Result

Returns HTTP 200 OK.
Returns all available Priority master records configured for Incident Management.
Returns details for each Priority, including its identifier, active status, description, SLA durations, display text, name, and instance information.

Sample Expected Result

The API successfully retrieves the list of Priority master records configured for Incident Management.

[
  {
    "Value": 1,
    "Active": true,
    "Description": "Critical business impact",
    "Resolution_SLA_In_Minutes": 240,
    "Response_SLA_In_Minutes": 15,
    "Text_Display": "P1 - Critical",
    "Text": "Critical",
    "Instance": 1,
    "Instance_Text": "Production"
  },
  {
    "Value": 2,
    "Active": true,
    "Description": "High business impact",
    "Resolution_SLA_In_Minutes": 480,
    "Response_SLA_In_Minutes": 30,
    "Text_Display": "P2 - High",
    "Text": "High",
    "Instance": 1,
    "Instance_Text": "Production"
  }
]

Retrieve Priority Master Record Details

This endpoint retrieves the details of a specific Priority master record by using its unique record ID.

Endpoint

GET /API/v1/Master/IM/Priority/{recordId}

Component	Value	Description
HTTP Method	GET	Retrieves data from the server. This read-only operation does not create, update, or delete records.
API	API	Stands for Application Programming Interface. It provides a standard way for applications to communicate with the system and exchange data.
Version	v1	Indicates Version 1 of the API. Versioning helps maintain compatibility when we introduce new API versions.
Resource Group	Master	Refers to the Master Data module, which contains reusable reference data.
Module	IM	Stands for Incident Management. It identifies that the requested master data belongs to the Incident Management module.
Resource	Priority	Specifies the Priority master data resource to retrieve.
Record Identifier	`{recordId}`	The unique identifier of the Priority record to retrieve. Replace this placeholder with an actual record ID, such as `1`.

Path Parameter

Parameter	Type	Required	Description
recordId	Integer	Yes	Unique identifier of the Priority master record.

Request Headers

{
  "Accept": "application/json",
  "X-Api-Key": "<API_KEY>"
}

Header	Value	Required	Description
Accept	application/json	Yes	Requests the API to return the response in JSON format.
X-Api-Key	`<API_KEY>`	Yes	Provides the API key to authenticate the caller and grant access to the endpoint.

Sample Request

The following request retrieves the Priority master record with the record ID 1. Supply recordId as a path parameter in the endpoint URL to identify the specific Priority record.

Use this request when an integration or automated process needs the configuration details of a known Priority. Replace 1 with the record ID that you want to retrieve. Replace <API_KEY> with a valid API key. Replace {host} with the appropriate server address when calling the API from another environment.

curl --location '{host}/API/v1/Master/IM/Priority/1' \
  --request GET \
  --header 'Accept: application/json' \
  --header 'X-Api-Key: <API_KEY>'

Sample Response

The response returns the Priority master record whose Value matches the record ID specified in the request URL.

{
  "Value": 1,
  "Active": true,
  "Description": "Critical business impact",
  "Resolution_SLA_In_Minutes": 240,
  "Response_SLA_In_Minutes": 15,
  "Text_Display": "P1 - Critical",
  "Text": "Critical",
  "Instance": 1,
  "Instance_Text": "Production"
}

In this example, the API returns the Priority named Critical with the following configuration:

Field	Value	Description
Value	1	Uniquely identifies the Priority record.
Active	`true`	Indicates that the Priority is active and available for use.
Description	Critical business impact	Describes the Priority and its intended use.
Resolution_SLA_In_Minutes	240	Specifies the configured resolution SLA duration in minutes.
Response_SLA_In_Minutes	15	Specifies the configured response SLA duration in minutes.
Text_Display	P1 - Critical	Provides the formatted display name of the Priority.
Text	Critical	Specifies the name or text value of the Priority.
Instance	1	Identifies the application instance associated with the Priority.
Instance_Text	Production	Provides the display name of the associated application instance.

An integration can use these values to verify the Priority configuration before using its identifier in another Incident Management API request.

Note
The SLA fields describe the response and resolution targets configured for the Priority. Retrieving the Priority record does not start, pause, or change an SLA. The endpoint only returns master configuration data.

Use this response when you need the details of a specific Priority record, such as verifying its active status, SLA settings, display text, or instance association for a known record ID.

Business Use Cases

Scenario	Resolution
An external system receives an Incident that contains a Priority record ID.	Retrieve the specific Priority record to get its name, description, SLA settings, and instance information before processing or synchronizing the Incident.
An integration must check a Priority before creating or updating an Incident.	Retrieve the Priority by `recordId` and verify that the returned record is the intended Priority and is active before including the identifier in the Incident request.
A synchronization process detects that one Priority record has changed.	Retrieve only the affected Priority record and update its mapping in the target system without retrieving the complete Priority master list.
An Incident imported from another system contains an existing Priority mapping.	Retrieve the mapped Priority record to confirm that the stored record ID still corresponds to the expected Priority.
An automated workflow must apply rules based on a Priority's configuration.	Retrieve the Priority record and check its active status, response SLA, resolution SLA, and instance information before continuing the workflow.
A reporting system contains an Incident Priority ID but not its descriptive name.	Retrieve the Priority record and use its `Text` or `Text_Display` value to associate the Priority name with the ID in reports or exported data.
An integration must check the SLA targets of a known Priority.	Retrieve the Priority record and compare `Response_SLA_In_Minutes` and `Resolution_SLA_In_Minutes` with the expected configuration.
A Priority mapping fails during Incident processing.	Retrieve the Priority using the mapped `recordId` and compare the returned values with the mapping stored in the external system to identify the mismatch.

Expected Result

Returns HTTP 200 OK.
Returns the Priority master record that matches the specified recordId.
Returns the Priority identifier, active status, description, SLA durations, display text, name, and instance information.

Sample Expected Result

The API successfully retrieves the Priority record with the record ID 1.

{
  "Value": 1,
  "Active": true,
  "Description": "Critical business impact",
  "Resolution_SLA_In_Minutes": 240,
  "Response_SLA_In_Minutes": 15,
  "Text_Display": "P1 - Critical",
  "Text": "Critical",
  "Instance": 1,
  "Instance_Text": "Production"
}

Error Responses

401 Unauthorized

Returned when the request does not include a valid API key or the caller does not have authenticated access.

The following request does not include the required X-Api-Key header:

curl --location '{host}/API/v1/Master/IM/Priority' \
--request GET \
--header 'Accept: application/json'

{
  "message": "Unauthorized",
  "errorCode": 401,
  "details": "Valid API credentials are required."
}

404 Not Found

Returned when the requested Priority record ID does not exist or the endpoint path is incorrect.

The following request attempts to retrieve a Priority record with the record ID 9999:

curl --location '{host}/API/v1/Master/IM/Priority/9999' \
--request GET \
--header 'Accept: application/json' \
--header 'X-Api-Key: {API_KEY}'

{
  "message": "Record not found",
  "errorCode": 404,
  "details": "The requested Priority record was not found."
}

Documentation Index

GET Priority

Retrieve List of Priority Master Records

Endpoint

Request Headers

Sample Request

Sample Response

Response Fields

Business Use Cases

Expected Result

Sample Expected Result

Retrieve Priority Master Record Details

Endpoint

Path Parameter

Request Headers

Sample Request

Sample Response

Business Use Cases

Expected Result

Sample Expected Result

Error Responses

401 Unauthorized

404 Not Found