GET Workgroup SLA Window

The GET Workgroup SLA Window Incident Master API retrieves Workgroup SLA Window master data from the Incident Management (IM) module. Each record represents a configured association between a Workgroup, an SLA, and a Priority.

The API supports the following operations:

Retrieve List of Workgroup SLA Window Master Records

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

Endpoint

GET /API/v1/Master/IM/WorkgroupSlaWindow

Component	Value	Description
HTTP Method	GET	Retrieves data from the server. The operation is read-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 new API versions are introduced.
Resource Group	Master	Refers to the Master Data module, which contains reusable reference and configuration data.
Module	IM	Stands for Incident Management. It identifies that the requested master data belongs to the Incident Management module.
Resource	WorkgroupSlaWindow	Specifies the Workgroup SLA Window resource. It represents mappings between Workgroups, SLAs, and Priorities.

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 authorize the caller.

Sample Request

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

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

Sample Response

The response returns an array of Workgroup SLA Window records. Each object associates an SLA and Priority with a Workgroup.

[
  {
    "Active": true,
    "SLA": 1001,
    "SLA_Text": "Standard SLA",
    "Priority": 1,
    "Priority_Text": "Critical",
    "Priority_Display_Text": "P1 - Critical",
    "Workgroup": 501,
    "Workgroup_Text": "Service Desk",
    "Workgroup_Display_Text": "Service Desk"
  },
  {
    "Active": true,
    "SLA": 1002,
    "SLA_Text": "Business Hours SLA",
    "Priority": 2,
    "Priority_Text": "High",
    "Priority_Display_Text": "P2 - High",
    "Workgroup": 502,
    "Workgroup_Text": "Infrastructure Support",
    "Workgroup_Display_Text": "Infrastructure Support"
  }
]

In this example, the Service Desk Workgroup uses the Standard SLA for the Critical Priority, while Infrastructure Support uses the Business Hours SLA for the High Priority.

Response Fields

Field	Type	Example Value	Description
Active	Boolean	`true`	Indicates whether the Workgroup SLA Window record is active and available for use.
SLA	Integer	`1001`	Unique identifier of the SLA associated with the mapping.
SLA_Text	String	`"Standard SLA"`	Display name of the associated SLA.
Priority	Integer	`1`	Unique identifier of the Priority associated with the mapping.
Priority_Text	String	`"Critical"`	Text value of the associated Priority.
Priority_Display_Text	String	`"P1 - Critical"`	Formatted display name of the associated Priority.
Workgroup	Integer	`501`	Unique identifier of the Workgroup associated with the mapping.
Workgroup_Text	String	`"Service Desk"`	Text value of the associated Workgroup.
Workgroup_Display_Text	String	`"Service Desk"`	Formatted display name of the associated Workgroup.

Business Use Cases

Scenario	Resolution
An integration must determine the SLA assigned to a Workgroup for a specific Priority.	Retrieve the mappings and locate the record whose `Workgroup` and `Priority` values match the Incident data. Use the associated `SLA` value.
An external system stores Workgroup, Priority, and SLA mappings.	Retrieve the latest records and synchronize them with the external system's mapping table.
A routing workflow must check a Workgroup SLA assignment.	Confirm that a matching record exists and that `Active` is `true` before applying the assignment.
A reporting process needs readable names instead of identifiers.	Use `SLA_Text`, `Priority_Display_Text`, and `Workgroup_Display_Text` in reports or exports.
A scheduled integration must keep configuration data current.	Call the API at scheduled intervals and compare the response with stored mappings. Add, update, or deactivate mappings as required.
Migrate incident data from another system.	Retrieve the valid mappings and translate source Workgroup, Priority, and SLA values to the corresponding target identifiers.
A configuration review must identify Priority-specific SLA windows.	Filter the response by `Priority` or `Priority_Text` and review the associated SLA and Workgroup values.
A configuration mismatch occurs during Incident processing.	Compare the API response with the mapping stored by the consuming system to identify differences.

Expected Result

Returns HTTP 200 OK.
Returns all Workgroup SLA Window master records configured for Incident Management.
Returns the active status and the associated SLA, Priority, and Workgroup identifiers and display values for each mapping.

Sample Expected Result

[
  {
    "Active": true,
    "SLA": 1001,
    "SLA_Text": "Standard SLA",
    "Priority": 1,
    "Priority_Text": "Critical",
    "Priority_Display_Text": "P1 - Critical",
    "Workgroup": 501,
    "Workgroup_Text": "Service Desk",
    "Workgroup_Display_Text": "Service Desk"
  }
]

Retrieve Workgroup SLA Window Master Record Details

This endpoint retrieves a specific Workgroup SLA Window master record by using its unique record ID.

Endpoint

GET /API/v1/Master/IM/WorkgroupSlaWindow/{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.
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	WorkgroupSlaWindow	Specifies the Workgroup SLA Window resource.
Record Identifier	`{recordId}`	Unique identifier of the Workgroup SLA Window 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 Workgroup SLA Window 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 Workgroup SLA Window record with record ID 1001. Replace the record ID, host, and API key as required.

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

Sample Response

{
  "Active": true,
  "SLA": 1001,
  "SLA_Text": "Standard SLA",
  "Priority": 1,
  "Priority_Text": "Critical",
  "Priority_Display_Text": "P1 - Critical",
  "Workgroup": 501,
  "Workgroup_Text": "Service Desk",
  "Workgroup_Display_Text": "Service Desk"
}

Response Field Details

Field	Value	Description
Active	`true`	Indicates that the Workgroup SLA Window mapping is active.
SLA	`1001`	Identifies the SLA associated with the mapping.
SLA_Text	`Standard SLA`	Specifies the display name of the associated SLA.
Priority	`1`	Identifies the Priority associated with the mapping.
Priority_Text	`Critical`	Specifies the text value of the associated Priority.
Priority_Display_Text	`P1 - Critical`	Provides the formatted Priority display value.
Workgroup	`501`	Identifies the Workgroup associated with the mapping.
Workgroup_Text	`Service Desk`	Specifies the text value of the associated Workgroup.
Workgroup_Display_Text	`Service Desk`	Provides the formatted Workgroup display value.

An integration can use these values to verify the relationship between a Workgroup, Priority, and SLA before applying the mapping during Incident processing.

Business Use Cases

Scenario	Resolution
An external system receives a known Workgroup SLA Window record ID.	Retrieve the specific record to get its SLA, Priority, Workgroup, and active status.
An integration must check a mapping before processing an Incident.	Retrieve the record by `recordId` and verify that the returned values match the intended Workgroup, Priority, and SLA.
A synchronization process detects that one mapping has changed.	Retrieve only the affected record and update the corresponding external mapping.
A reporting system contains identifiers but not readable values.	Use the text and display-text fields to enrich reports and exports.
An automated workflow must confirm that a mapping is usable.	Check that `Active` is `true` before applying the SLA mapping.
A mapping fails during Incident routing or SLA assignment.	Retrieve the record and compare its values with the mapping stored in the consuming system.

Expected Result

Returns HTTP 200 OK.
Returns the Workgroup SLA Window record that matches the specified recordId.
Returns the active status and associated SLA, Priority, and Workgroup information.

Sample Expected Result

{
  "Active": true,
  "SLA": 1001,
  "SLA_Text": "Standard SLA",
  "Priority": 1,
  "Priority_Text": "Critical",
  "Priority_Display_Text": "P1 - Critical",
  "Workgroup": 501,
  "Workgroup_Text": "Service Desk",
  "Workgroup_Display_Text": "Service Desk"
}

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

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

404 Not Found

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

The following request attempts to retrieve an Urgency record with the record ID 9999.

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

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

Documentation Index

GET Workgroup SLA Window

Retrieve List of Workgroup SLA Window Master Records

Endpoint

Request Headers

Sample Request

Sample Response

Response Fields

Business Use Cases

Expected Result

Sample Expected Result

Retrieve Workgroup SLA Window Master Record Details

Endpoint

Path Parameter

Request Headers

Sample Request

Sample Response

Response Field Details

Business Use Cases

Expected Result

Sample Expected Result

Error Responses

401 Unauthorized

404 Not Found