You can retrieve Service Requests that are in Open Status, assigned to an Engineer, or SRs between a date range using the following API Request.
Service Name | HTTP Method |
SR_UpdateServiceRequest | POST |
{
"ServiceName": "SR_GetServiceRequestList",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKEY",
"APIKey": "XXXXXXXXXXXXXXXXXX",
"TokenID": "",
"OrgID": "1",
"ReturnType": "JSON",
"ProxyID": 0
},
"objIncidentCommonFilter": {
"Executive": 1,
"WorkgroupName": "",
"CurrentPageIndex": 0,
"PageSize": 5,
"OrgID": "1",
"Instance": "IT Tec",
"Status": "ALL",
"ExecutiveEmailId": "emailExe@domain.com",
"strUpdatedFromDate": "",
"strUpdatedToDate": ""
}
}
}Request Parameters
Parameter Name | Type | Description | Mandatory |
|---|---|---|---|
Executive | BOOLEAN | Is Executive or not? The value is either 0 or 1. The executive is an Analyst.
| TRUE |
WorkgroupName | STRING | Name of the Work Group. You can retrieve multiple workgroup Incidents using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3" | TRUE |
CurrentPageIndex | BOOLEAN | Current Index of the page that you are looking into. For Example: If each page contains 10 records and there are 10 pages. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1. | TRUE |
PageSize | INTEGER | Number of records that should be displayed per each page. For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records. | TRUE |
OrgID | INTEGER | Unique Identification number of the Organization. | TRUE |
Instance | STRING | Name of the Instance. For Example: Info | TRUE |
Status | STRING | Status of the SRs that should be displayed. | FALSE |
ExecutiveEmailId | STRING | E-mail ID of the Assigned Engineer. | TRUE |
strUpdatedFromDate | STRING | You can select the date range to get the list of SRs. Specify the From Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The From Date starts from 00:00:00 hrs of the selected date. | FALSE |
strUpdatedToDate | STRING | You can select the date range to get the list of SRs. Specify the To Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The To Date ends on 11:59:59 hrs of the selected date. | FALSE |
Sample Response
{
"Errors": "",
"Message": "",
"Output": "",
"TokenID": "E9222BF72CDD358B146F1B6BBD1076DC39A8F5B9E547760E6E55FD1
39C1EBC3D878E963C59BCCA6774A2EDDF092E32F1FD27E69051EA51A1679825F97F4DAE8B
51049AEDDB08C247093A2222851CC3EB0F6A4558D4AE1AA453CFEF772B13DAAF9ECDCC3565
2DA07CF5F75A7E9C97AAC3C391E76A967ECFD44D1357EA99A98652ADD127CC540E0FDC21EAA
6C0272F44EB227A9D83B941265FFF395FDCB02007F3CEFCAAE4A1E077D302FB99692A67363789
D0A3706BE7AA5D056C595A5AFF8F7E",
"OrgID": 0,
"OutputObject": {
"MyTickets": [
{
"ROWNUM": 1,
"Ticket_ID": "d0gZA2SeyUQ% 3d",
"TotalRows": 29,"Incident ID": 19623,"Logged Time": "2017-05-18 19: 11: 28",
"Status": "Resolved",
"Symptom":"Laptop not working",
"Workgroup Name": "Dell",
"Executive Name": "execName",
"Assigned_Engineer": 17,
"Priority": "Critical",
"PriorityColorCode": null,
" Resolution_SLA": 15,
"SLAName": "24/7",
"CallerName": "Caller4",
"UserTypeColor": null,
"User TypeName": null,
"Resolution_Time": "\/Date(1495177752147)\/",
"Age": 1000,
"Resolution_Ela pseTime": 1377,
"SLAProgress": 9180,
"IsParentRecord": 0,
"UserProfileImageName": "e5cd6a2c- 00ca-4209-b434-f272984c9faa.jpg",
"CallerUpdate": false,
"IsChild": 0,
"IsParent": 0,
"AssignedToMe": 0,
"Reopene d": false,
"Sup_Function": "IT Tec",
"SLARemainingTime":- 1362,
"Response_Deadline": "\/Date(1495096888337)\/",
"Updated_Time": "2017-05-19 18: 09: 12",
"Customer": "SUMMIT",
"Location":"Summit 3rd Floor",
"Urgency": "Mid Level",
"Impact": "low",
"Classification": "HP",
"Category":"Unable to create shipment",
"PendingReason": null,
"ScheduleDate": null,
"Service Window": "24/7",
"IsAttExists": 0,
"IsAutoResolve": 0,
"VendorIncidentID": "",
"Vendor Name": "",
"Vendor_status": "",
"VendorIncidentStartDate": null,
"VendorIncidentEndDate":nul l,
"Assigned_Engineer_Name_Secondary": "",
"Response_voilation": "No",
"Resolution_voilatio n": "Yes",
"ResponseDeadline":"2017-05-18 19: 41: 28",
"ResolutionDeadline": "2017-05-18 19: 26: 28",
"ReslutionCodeName": "successfull",
"IsMajorIncident": "No",
"AgeClass": "red",
"AgingInfo": "More than 10 Days",
"SLAPercent": "100",
"SLAProgressClass": "danger",
"Remaining SLA Time":"\u003ci class=\"fa fa-stop\" style=\"color:#bd362f\"
title=\"SLA Stopped\"\u003e\u003c/i\u003e\u0026nbsp;0 Dy,
22 Hr, 42 Mi",
"IT Tec_Default Group_textprogress": ""
}
],
"GridViewDisplayColumns": [
{
"LabelName": "Ticket_ID",
"Value": "Ticket_ID",
"Placeholder": null,
"IsCustomField": false
},
{
"LabelName": "Incident ID",
"Value":"Incident ID",
"Placeholder": null,
"IsCustomField": false
}
]
}
}Sample Request
{
"ServiceName": "SR_GetServiceRequestList",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKEY",
"APIKey": "XXXXXXXXXXXX",
"TokenID": "",
"OrgID": "1",
"ReturnType": "JSON",
"ProxyID": 0
},
"objIncidentCommonFilter": {
"Executive": 1,
"WorkgroupName": "",
"CurrentPageIndex": 0,
"PageSize": 5,
"OrgID": "1",
"Instance": "IT Tec",
"Status": "Closed",
"strUpdatedFromDate": "2017-03-05",
"strUpdatedToDate": "2017-06-27"
}
}
}Request Parameters
Parameter Name | Type | Description | Mandatory |
|---|---|---|---|
Executive | BOOLEAN | Is Executive or not? The value is either 0 or 1. The executive is an Analyst.
| TRUE |
WorkgroupName | STRING | Name of the Work Group. You can retrieve multiple workgroup Incidents using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3" | TRUE |
CurrentPageIndex | BOOLEAN | Current Index of the page that you are looking into. For Example: If each page contains 10 records and there are 10 pages. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1. | TRUE |
PageSize | INTEGER | Number of records that should be displayed per each page. For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records. | TRUE |
OrgID | INTEGER | Unique Identification number of the Organization. | TRUE |
Instance | STRING | Name of the Instance. For Example: Info | TRUE |
Status | STRING | Status of the SRs that should be displayed. | FALSE |
strUpdatedFromDate | STRING | You can select the date range to get the list of SRs. Specify the From Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The From Date starts from 00:00:00 hrs of the selected date. | TRUE |
strUpdatedToDate | STRING | You can select the date range to get the list of SRs. Specify the To Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The To Date ends on 11:59:59 hrs of the selected date. | TRUE |
Sample Response
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "9B7ED00D25C7E75DE6AF5C1E0D91C6CB728625365354E880150FFB9C7439F89F1563041F1
3574633E559A9AABEC183C4AE96825E758EC379AB46818DBB1F7512AE8E3278ADC4E5C8A05A761A59AD30462AF
FA7C7B1665D7F5E7F99FDA3370DEBBB0BFE0D04247E95A1F9847D1C6DC103764A5A61ABC2AF66C088F149BA745
7834BC2759ECA3A909DEB123E15F23390CBC4097702F2091AA82A1318CC2E3AE15CEBF3967F553D442E6E031DC8
43D0CB47A8403C110939064DBBCE6843D73B5DF8",
"OrgID": 0,
"OutputObject": {
"MyTickets": [
{
"ROWNUM": 1,
"Ticket_ID": "wpSfYesGF5c%3d",
"SRID": "SR2742",
"TotalRows": 8,"Log Time": "2017-03-16 17: 33: 09",
"Status": "Closed",
"Symptom":"New Service Request raised fo",
"Description": "asdasdasdasdasdasdasdasdasdasd",
"WorkgroupName": "IT*service- desk_Test",
"Executive Name": "Executive2",
"Assigned_Engineer": 6,
"Priority": "Critical",
"PriorityColorCode": null,
"R esolution_SLA": 15,
"SLAName": "TEST",
"CallerName": "Caller1",
"UserTypeColor": null,
"User TypeName": null,
"Resolution_Time": "\/Date(1489646197720)\/",
"Age": 2514,
"Resolution_Ela pseTime": 3,
"SLAProgress": 20,
"IsParentRecord": 0,
"UserProfileImageName": "6e576306-9fc2- 4fcb-95be- d68342e56a1d.jpg",
"CallerUpdate": false,
"IsChild": 0,
"IsParent": 0,
"AssignedToMe": 0,
"Reopen ed": false,
"Updated_Time": "\/Date(1489665997000)\/",
"Customer": "Xyz",
"Location": "De lhi",
"IsAttExists": 0,
"Category": "Desktop",
"PendingReason": null,
"VendorIncidentID": "",
"VendorName": "",
"Sup_Function": "ITTec",
"Impact_Name": "HIGH2",
"Urgency_Name": "High",
"Classification_Name": "IT Service",
"ScheduledDate": null,
"ResolutionCodeName": "",
"Response_Deadline": "2017-03-16 17: 43: 09",
"Resolution_Deadline": "2017-03-16 17: 48: 09",
"Response_voilation": "No",
"Resolution_voilation": "No",
"Vendor_status": "",
"Vendo rIncidentStartDate": null,
"VendorIncidentEndDate": null,
"PendingApproverName": "Approv ed",
"AgeClass": "red",
"AgingInfo":"More than 10 Days",
"SLAPercent": "20",
"SLAProgressClass": "success",
"Remaining SLA Time": null
}
],
"GridViewDisplayColumns": [
{
"LabelName": "Ticket_ID",
"Value": "Ticket_ID",
"P laceholder": null,
"IsCustomField": false
},
{
"LabelName":"SR ID",
"Value": "SR ID",
"Placeholder": null,
"IsCustomField": false
}
]
}
}Sample Request
{
"ServiceName": "SR_GetServiceRequestList",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKEY",
"APIKey": "XXXXXXXXXXXXXXXXXX",
"TokenID": "",
"OrgID": "1",
"ReturnType": "JSON",
"ProxyID": 0
},
"objSR_SearchFilterParam": {
"Executive": 1,
"WorkgroupName": "",
"CurrentPageIndex": 0,
"PageSize": 5,
"OrgID": "1",
"Instance": "IT Tec",
"Status": "Open",
"strUpdatedFromDate": "",
"strUpdatedToDate": "",
"IsWebServiceRequest": true
}
}
}Request Parameters
Parameter Name | Type | Description | Mandatory |
|---|---|---|---|
Executive | BOOLEAN | Is Executive or not? The value is either 0 or 1. The executive is an Analyst.
| TRUE |
WorkgroupName | STRING | Name of the Work Group. You can retrieve multiple workgroup Incidents using comma separation between the workgroup names without a space. For Example: "WorkgroupName": "WG1,WG2,WG3". | TRUE |
CurrentPageIndex | BOOLEAN | Current Index of the page that you are looking into. For Example: If each page contains 10 records and there are 10 pages. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1. | TRUE |
PageSize | INTEGER | Number of records that should be displayed per each page. For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records. | FALSE |
OrgID | INTEGER | Unique Identification number of the Organization. | TRUE |
Instance | STRING | Name of the Instance. For Example: Info | TRUE |
Status | STRING | Status of the SRs that should be displayed. The value must be Open for this Request. | TRUE |
strUpdatedFromDate | STRING | You can select the date range to get the list of SRs. Specify the From Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The From Date starts from 00:00:00 hrs of the selected date. | FALSE |
strUpdatedToDate | STRING | You can select the date range to get the list of SRs. Specify the To Date of the Incidents that you want to be displayed. The format of From Date is YYYY-MM-DD. The To Date ends on 11:59:59 hrs of the selected date. | FALSE |
IsWebServiceRequest | BOOLEAN | Is the Request from Web Service? | TRUE |
Sample Request
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "B9D04D5E86FE6269C492795985509D5D 02A7417D94F5BF0AC0D60FEDF257EFFBC841E1BC7FC0D957ADDD450209982DF45999908386704E7EBF4CFDFBF169B68
4059056876C7917F047539460B9C2F45DADAD2DDF9C3416D ACD577838F3B1D92B247F9C92841C6C08B47D2DE28BDCE
BBF4658834A1BB0D22E0D1A9C083EEA4B457DD7BF2E7499D39214708BD6ACAFA9996AA27F004DB8CD9DEB0AA5CA034C
6CC530C97119BE9240E48FAD0E145C25A
99BCBA845CAE9778293B1F7AB1D232FDEA4",
"OrgID": 0,
"OutputObject": {
"MyTickets": [
{
"ROWNUM": 1,
"Ticket_ID": "8O%2fl%2fEQ%2b E0w%3d",
"SR ID": "SR2897",
"TotalRows": 3,
"Log Time": "2017-06-19 11: 27: 19",
"Status": "In-Progress",
"Symptom": "New Service Request raised fo",
"Description":"sknkjsjk as jkx jkas xjkas jks",
"WorkgroupName": "IT infrastructure",
"Executive Name": "ExecutiveName",
"Assigned_Engineer": 3,
"Priority": "Critical",
"PriorityColorCode":n ull,
"Resolution_SLA": 15,
"SLAName": "9/5 Support",
"CallerName": "Caller2",
"UserTypeColor": null,
"UserTypeName": null,
"Resolution_ Time": null,
"Age": 224,
"Resolution_ElapseTime": 0,
"SLAProgress": 0,
"IsParentRecord": 0,
"User ProfileImageName": "6e576306-9fc2-4fcb-95be- d68342e56a1d.jpg",
"CallerUpdate": false,
"IsChild": 0,
"IsParent": 0,
"AssignedToMe": 0,
"Reopen ed": false,
"Updated_Time": "\/Date(1497852348000)\/",
"Customer": "Xyz",
"Location": "De lhi",
"IsAttExists": 0,
"Category": "Desktop","Pending Reason": null,
"VendorIncident ID": "",
"VendorName": "",
"Sup_Function": "IT Tec",
"Impact_Name": "HIGH2",
"Urgency_Name": "High",
"Classification_Name": "IT Service",
"ScheduledDate": null,
"ResolutionCodeName": "",
"Response_Deadline": "2017-06-20 09: 25: 00",
"Resolution_Deadline": "2017-06-20 09: 30: 00",
"Response_voilation": "No",
"Resolution_voilation": null,
"Vendor_status": "",
"Vendor IncidentStartDate": null,
"VendorIncidentEndDate": null,
"PendingApproverName": "Approve d",
"AgeClass": "purple",
"AgingInfo": "5-10 Days",
"SLAPercent": "0",
"SLAProgressClass": null,
"Remaining SLA Time": null
}
],
"GridViewDisplayColumns": [
{
"LabelName": "Ticket_ID",
"Value": "Ticket_ID",
"P laceholder": null,
"IsCustomField": false
},
{
"LabelName": "SR ID",
"Value": "SR ID",
"Placeholder": null,
"IsCustomField": false
}
]
}
}