GET Priority Matrix

The GET Priority Matrix Incident Master API retrieves Priority Matrix master data from the Incident Management (IM) module. The API response returns the mappings used to derive an Incident Priority from the selected Impact and Urgency values.

The API supports the following operations:

• Retrieve all Priority Matrix master records

• Retrieve a specific Priority Matrix master record by record ID

Retrieve List of Priority Matrix Master Records

This endpoint retrieves all Priority Matrix records configured in the Incident Management module. Administrators, integrations, and automation tools can use the endpoint to review Priority calculations, check configuration, synchronize mappings, and support reporting.

Endpoint

GET /API/v1/Master/IM/PriorityMatrix

Request Headers

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

Sample Request

The following cURL request sends an HTTP GET request to retrieve all Priority Matrix master records. 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/PriorityMatrix' \
  --request GET \
  --header 'Accept: application/json' \
  --header 'X-Api-Key: <API_KEY>'

Sample Response

The following sample response returns an array of Priority Matrix records. Each object represents one configured mapping between Impact, Urgency, and Priority. For example, the first record maps High Impact and High Urgency to the Critical Priority. The second record maps Medium Impact and Medium Urgency to the High Priority.

[
  {
    "UID": 1001,
    "Active": true,
    "Impact": 1,
    "Impact_Text": "High",
    "Urgency": 1,
    "Urgency_Text": "High",
    "Priority": 1,
    "Priority_Text": "Critical",
    "Priority_Text_Display": "P1 - Critical",
    "Instance": "Info",
    "Instance_Text": "Info"
  },
  {
    "UID": 1002,
    "Active": true,
    "Impact": 2,
    "Impact_Text": "Medium",
    "Urgency": 2,
    "Urgency_Text": "Medium",
    "Priority": 2,
    "Priority_Text": "High",
    "Priority_Text_Display": "P2 - High",
    "Instance": "Info",
    "Instance_Text": "Info"
  }
]

::: {custom-style="Callout Blue"}
[Note:]{custom-style="Callout Label"}
The sample values are illustrative. Actual values depend on the Priority Matrix configuration in the tenant
:::

Response Fields

Business Use Cases

Expected Result

• Returns HTTP 200 OK.

• Returns all available Priority Matrix master records configured for Incident Management.

• Returns each record's unique ID, active status, Impact, Urgency, resulting Priority, display labels, and instance information.

Sample Expected Result

The API successfully retrieves the configured Priority Matrix records for Incident Management.

[
  {
    "UID": 1001,
    "Active": true,
    "Impact": 1,
    "Impact_Text": "High",
    "Urgency": 1,
    "Urgency_Text": "High",
    "Priority": 1,
    "Priority_Text": "Critical",
    "Priority_Text_Display": "P1 - Critical",
    "Instance": "Info",
    "Instance_Text": "Info"
  }
]

Retrieve Priority Matrix Master Record Details

This endpoint retrieves a specific Priority Matrix master record by using its unique record ID. Use this operation when an integration or automated process already knows the record ID and needs to verify the corresponding Impact, Urgency, Priority, active status, or instance information.

Endpoint

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

Path Parameter

Request Headers

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

Sample Request

The following request retrieves the Priority Matrix record with the record ID 1001. Replace 1001 with the required record ID, <API_KEY> with a valid API key, and http://localhost:57757 with the appropriate server address.

curl --location 'http://localhost:57757/API/v1/Master/IM/PriorityMatrix/1001' \
  --request GET \
  --header 'Accept: application/json' \
  --header 'X-Api-Key: <API_KEY>'

Sample Response

The response returns the Priority Matrix record whose UID matches the record ID specified in the request URL.

{
  "UID": 1001,
  "Active": true,
  "Impact": 1,
  "Impact_Text": "High",
  "Urgency": 1,
  "Urgency_Text": "High",
  "Priority": 1,
  "Priority_Text": "Critical",
  "Priority_Text_Display": "P1 - Critical",
  "Instance": "Info",
  "Instance_Text": "Info"
}

In this example, the record maps High Impact and High Urgency to the Critical Priority. The Active value confirms that the mapping is available for use, while Instance and Instance_Text identify the associated application instance.

Note

This endpoint describes the configured mapping. It does not update an Incident or recalculate its Priority by itself. An integration can use the returned values to check or apply Priority logic in a separate Incident operation.

Business Use Cases

Expected Result

• Returns HTTP 200 OK.

• Returns the Priority Matrix master record that matches the specified recordId.

• Returns the record ID, active status, Impact, Urgency, resulting Priority, display labels, and instance information.

Sample Expected Result

The API successfully retrieves the Priority Matrix record with the record ID 1001.

{
  "UID": 1001,
  "Active": true,
  "Impact": 1,
  "Impact_Text": "High",
  "Urgency": 1,
  "Urgency_Text": "High",
  "Priority": 1,
  "Priority_Text": "Critical",
  "Priority_Text_Display": "P1 - Critical",
  "Instance": "Info",
  "Instance_Text": "Info"
}

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/PriorityMatrix' \
--request GET \
--header 'Accept: application/json'

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

404 Not Found

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

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

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

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