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GET SLA Service Window

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The GET SLA Incident Master API retrieves Service Level Agreement (SLA) master data from the Incident Management (IM) module without using the application UI. The API response represents the SLA records configured in the system.

The API supports the following operations:

Retrieve List of SLA Master Records

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

Endpoint

GET /API/v1/Master/IM/SLA

Component

Value

Description

HTTP Method

GET

Retrieves data from the server. This is a read-only operation 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 as we add new API versions.

Resource Group

Master

Refers to the Master Data module, which contains reusable reference data such as Categories, Priorities, Statuses, and SLAs.

Module

IM

Stands for Incident Management. It identifies that the requested master data belongs to the Incident Management module.

Resource

SLA

Specifies the SLA master data resource to retrieve. An SLA defines the service-level targets associated with service management records.

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 used to authenticate and approve the caller.

Sample Request

The following cURL request retrieves all SLA master records. Replace {host} with the appropriate server address and {API_KEY} with a valid API key.

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

Sample Response

The following response returns an array of SLA master records. Each object represents one SLA configured in the Incident Management module.

[
  {
    "Value": 1001,
    "Is_Applicable_To_Problem_Management": true,
    "Is_Default": true,
    "Text": "Standard SLA",
    "Instance": "Info",
    "Instance_Text": "Info"
  },
  {
    "Value": 1002,
    "Is_Applicable_To_Problem_Management": false,
    "Is_Default": false,
    "Text": "Critical SLA",
    "Instance": "Info",
    "Instance_Text": "Info"
  }
]

In this example, Standard SLA is the default SLA and applies to Problem Management. Critical SLA is not the default and does not apply to Problem Management.

Note: The sample values are illustrative. Actual values depend on the SLA records configured in the tenant.

Response Fields

Field

Type

Example Value

Description

Value

Integer

1001

Unique value or identifier of the SLA record.

Is_Applicable_To_Problem_Management

Boolean

true

Indicates whether Problem Management records can use the SLA.

Is_Default

Boolean

true

Indicates whether the system uses this SLA as the default SLA.

Text

String

"Standard SLA"

Display name of the SLA record.

Instance

String or Integer

"Info"

Identifier of the application instance associated with the SLA. The returned data type depends on system configuration.

Instance_Text

String

"Info"

Display name of the application instance associated with the SLA.

Business Use Cases

Scenario

Resolution

An integration needs valid SLA values before creating or updating an Incident.

Retrieve the configured SLA records and use the required SLA Value in the dependent Incident request.

An external system stores SLA mappings for Incident synchronization.

Retrieve the latest SLA records and synchronize them with the external system's mapping table.

An automated process receives an SLA name but requires its unique identifier.

Retrieve the SLA master list, locate the record whose Text matches the supplied name, and use its Value in the next API request.

A scheduled integration must keep SLA reference data current.

Call the API at scheduled intervals and compare the returned records with the SLA data stored by the consuming system. Add or update mappings as required.

An integration must identify the default SLA.

Review Is_Default and use the record whose value is true when the workflow requires the configured default SLA.

A workflow must determine whether an SLA applies to Problem Management.

Review Is_Applicable_To_Problem_Management before using the SLA in a Problem Management workflow.

Migrate Incident data from another system.

Retrieve valid SLA records and map source-system SLA values to the corresponding identifiers before migrating Incident records.

An integration supports many application instances.

Use Instance and Instance_Text to associate each SLA with the correct application instance.

A reporting or automation process requires SLA details.

Use the returned fields for validation, mapping, reporting, and downstream processing.

Expected Result

  • Returns HTTP 200 OK.

  • Returns all available SLA master records configured for Incident Management.

  • Returns the unique identifier, SLA name, default setting, Problem Management applicability, and instance information for each SLA.

Sample Expected Result

The API successfully retrieves the SLA master records configured for Incident Management.

[
  {
    "Value": 1001,
    "Is_Applicable_To_Problem_Management": true,
    "Is_Default": true,
    "Text": "Standard SLA",
    "Instance": "Info",
    "Instance_Text": "Info"
  },
  {
    "Value": 1002,
    "Is_Applicable_To_Problem_Management": false,
    "Is_Default": false,
    "Text": "Critical SLA",
    "Instance": "Info",
    "Instance_Text": "Info"
  }
]

Retrieve SLA Master Record Details

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

Endpoint

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

Component

Value

Description

HTTP Method

GET

Retrieves data from the server. This is a read-only operation 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.

Resource Group

Master

Refers to the Master Data module.

Module

IM

Identifies the Incident Management module.

Resource

SLA

Specifies the SLA master data resource.

Record Identifier

{recordId}

Unique identifier of the SLA record. Replace the placeholder with an actual record ID, such as 1001.

Path Parameter

Parameter

Type

Required

Description

Example

recordId

Integer or string

Yes

Unique identifier of the SLA master record to retrieve.

1001

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 used to authenticate and approve the caller.

Sample Request

The following request retrieves the SLA master record with record ID 1001. Replace 1001 with the required record ID, {host} with the appropriate server address, and {API_KEY} with a valid API key.

curl --location '{host}/API/v1/Master/IM/SLA/1001' \
  --request GET \
  --header 'Accept: application/json' \
  --header 'X-Api-Key: {API_KEY}'

Sample Response

The response returns the SLA master record whose identifier matches the value specified in the request URL.

{
  "Value": 1001,
  "Is_Applicable_To_Problem_Management": true,
  "Is_Default": true,
  "Text": "Standard SLA",
  "Instance": "Info",
  "Instance_Text": "Info"
}

Note: The sample response is illustrative. The actual detail response may include other configuration fields.

Response Field Details

Field

Value

Description

Value

1001

Uniquely identifies the SLA record.

Is_Applicable_To_Problem_Management

true

Indicates that you can use the SLA for Problem Management records.

Is_Default

true

Indicates that the system uses this SLA as the default SLA.

Text

Standard SLA

Specifies the display name of the SLA.

Instance

Info

Identifies the application instance associated with the SLA.

Instance_Text

Info

Provides the display name of the associated application instance.

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

Business Use Cases

Scenario

Resolution

An external system receives an Incident containing an SLA identifier.

Retrieve the specific SLA record to get its name and configuration before processing or synchronizing the Incident.

An integration must check an SLA before creating or updating an Incident.

Retrieve the SLA by recordId and confirm that the returned record is the intended SLA.

A synchronization process detects that one SLA record has changed.

Retrieve only the affected SLA record and update its mapping without retrieving the complete SLA master list.

An imported Incident contains an existing SLA mapping.

Retrieve the mapped SLA record to confirm that the stored identifier still corresponds to the expected SLA.

An automated workflow must apply rules based on the default SLA setting.

Retrieve the SLA and review Is_Default before continuing the workflow.

A workflow must verify Problem Management applicability.

Retrieve the SLA and review Is_Applicable_To_Problem_Management before associating it with a Problem Management record.

A reporting system contains an SLA identifier but not its descriptive name.

Retrieve the SLA and use Text to associate the display name with the identifier in reports or exported data.

An SLA mapping fails during Incident processing.

Retrieve the SLA by recordId and compare the returned values with the mapping stored in the external system to identify the mismatch.

An automated workflow must apply instance-specific rules.

Use Instance and Instance_Text to verify that the SLA belongs to the expected application instance.

Expected Result

  • Returns HTTP 200 OK.

  • Returns the SLA master record that matches the specified recordId.

  • Returns the SLA identifier, name, default setting, Problem Management applicability, and instance information.

Sample Expected Result

The API successfully retrieves the SLA record with record ID 1001.

{
  "Value": 1001,
  "Is_Applicable_To_Problem_Management": true,
  "Is_Default": true,
  "Text": "Standard SLA",
  "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/SLA/1001' \
  --request GET \
  --header 'Accept: application/json' \

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

404 Not Found

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

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

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

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