You can retrieve the SR details and change history of an SR using the following API Request.
Service Name | HTTP Method |
SR_GetSRDetailsAndChangeHistory | POST |
Sample Request
{
"ServiceName": "SR_GetSRDetailsAndChangeHistory",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType": "APIKey",
"APIKey": "XXXXXXXXXXXXX",
"ProxyID": 0,
"ReturnType": "json",
"OrgID": 1,
"TokenID": ""
},
"SrTicket_No": 2844,
"RequestType": "RemoteCall"
}
}Request Parameters
Parameter Name | Type | Description | Mandatory |
SrTicket_No | INTEGER | Unique identification number of the Service Request. | FALSE |
RequestType | STRING | Type of Request. By default, the value is RemoteCall. | FALSE |
Sample Response
{
"Errors": "",
"Message": "",
"Output": "",
"TokenID": "F793015FD2B9D94C81D25B34E45CB9793D72B1144DE9FEDC92C45BE51FF197533739174B2CAA68D46B1ACA6D87316C6
BDA99A3C4FBD6D4FDB32FB03CD9F7B80DE92744CEE2CB739694E9512621229DB11FF7852DC63FFEF59812EB636188948A3ADCF698E
F6BC36A20F5D566827AA2377318CBC3B7BBAAE106B44F7D8CADAD449E15A70AEF456996489A6778CC160D60FBA3A975E836B2F5B1
44D717D195D69A6698C81F",
"OrgID": 0,
"OutputObject": {
"SRDetails": {
"TicketDetails": [
{
"Org_Id": 1,
"Ticket_ID": 2777,
"Ticket_No": "SR2844",
"Reg_Time": "2020-09-02 18:58:29",
"Status": "New",
"Medium": "Web",
"LoggedBy": 428138,
"LoggedBy_EmailID": "john@xyz.com",
"ClassificationID": null,
"Classification": "",
"CatalogID": 1860,
"Category": "",
"CategoryID": 77,
"Subject": "New Service Request raised for -General Request\\Outlook Installation and Configuration",
"Pending_Code": null,
"PendingReason": null,
"Severity": 5,
"TicketNumber": "2844",
"Severity_Name": "p2",
"Severity_Display": "Priority 2",
"PriorityName": "Priority 2",
"Criticality": null,
"Criticality_Name": null,
"Impact": null,
"SLA": 4,
"SLA_Name": "TestSLA",
"Assigned_Workgroup": 8,
"WG_Name": "IT",
"Assigned_Engineer": null,
"Assigned_Engineer_Name": null,
"Assigned_Engineer_Email": null,
"Assigned_Engineer_EmpID": null,
"Response_Deadline": "2020-09-02 19:19:00",
"Response_Time": null,
"Response_SLA_Met": null,
"Response_SLA_Reason": null,
"Resolution_Deadline": "2020-09-02 19:39:00",
"Resolution_Time": null,
"Resolution_SLA_Met": null,
"Resolution_SLA_Reason": null,
"Closure_Code": null,
"ClCode_Name": null,
"Repeat_Ticket": false,
"Reopen_Ticket": false,
"attachments": false,
"Information": "Testing for the API functionality",
"Solution": null,
"Userlog": null,
"Internallog": null,
"Caller": 397110,
"Caller_Name": "John",
"Caller_EmailID": "john@xyz.com",
"Sup_Function": "Info",
"Sup_Function_Name": "Information Technology",
"KB": null,
"ParentTicketID": null,
"Updated_Time1": "2020-09-02 18:58:28",
"Updated_Time": "2020-09-02 18:58:28",
"Schedule_Date": null,
"Target_Completion_Date": null,
"Resolution_SLAOfSeverity": 40,
"UserID": 397110,
"ManualEscalationDate": null,
"ManualEscalationLevelID": null,
"ManualEscalationRemarks": null,
"Impact_Name": null,
"NotificationMethod": null,
"ServiceRequestTypeName": "Service Catalog",
"ServiceRequestTypeId": 0,
"ServiceCategoryName": "General Request",
"CategoryCatalogName": "General Request\\Outlook Installation and Configuration",
"IsApproved": true,
"ActualRegTime": "2020-09-02 18:58:29",
"SR_Status": "Approved",
"CancellationRemarks": null,
"StrCatalogID": null,
"ServiceCategoryId": 77,
"Response_PriorityName": null,
"Response_DeadlineMinutes": null,
"ResolveSRUsingLastWO": false,
"ClosureCategory": null,
"EnableClosureCategory": null,
"ResolutionCode": null,
"ResolutionCodeName": null,
"ClosureRemarks": null,
"TicketClosingMode": "Auto",
"Domain_ID": 1,
"LoggedOn": "2020-09-02 18:58:24",
"CC_Email": null,
"CC_UserID": null,
"Sub-Workgroup Name": null,
"Ticket_ID_Encrypted": "C1TPTI1GTo%2ftdcEv0Kwq3w%3d%3d"
}
],
"CatalogAttributes": [
{
"SR_CtAttribute_ID": 482,
"SR_Catalog_ID": 1860,
"CatalogName": "",
"SR_CtAttribute_Name": "Comments",
"DefaultValue": "",
"SR_CtAttribute_DataType": 20,
"DataType": "Varchar",
"SR_CtAttribute_MaxLength": 50,
"SR_CtAttribute_IsMadatory": false,
"SR_CtAttribute_ParentID": 0,
"newRefID": -1,
"SR_CtAttribute_DispalyMode": 15,
"SR_CtAttribute_IsLineItem": false,
"DisplayName": "TextBox",
"SR_CtAttribute_SortOrder": 1,
"SR_CtAttribute_IsUnique": false,
"SR_CtAttribute_Active": true,
"SR_CtAttribute_CreatedBy": 397211,
"SR_CtAttribute_Description": "Comments",
"SR_CtAttribute_UpdatedBy": 397211,
"SR_CtAttribute_CreatedDate": "/Date(1596023749497)/",
"SR_CtAttribute_UpdatedDate": "/Date(1596024029747)/",
"SR_CtAttribute_IsDisplay": false,
"ParentNameText": null,
"SR_AttributeValue_UpdatedByValue": 96,
"SR_AttributeValue_UpdatedBy": "EndUser",
"SR_AttributeValue": "none",
"SR_AttributeFormula": null,
"RefAttributeID": -1,
"IsAddedtoPackage": false,
"Group_ID": 1856,
"Group_Name": "Default Group",
"Group_SortOrder": 1,
"IsMultivalued": "False",
"PageSize": 0,
"IsEditable": false,
"GroupApprovalLevel": 0,
"CustomGroupID": 0,
"UID": 1842,
"SR_ShowTotal": false,
"SR_GroupByAttributeID": null,
"GroupByAttributeName": null,
"SR_CtAttribute_DispalyModeText": "TextBox",
"StrCatalogId": null,
"GroupColumns": 1,
"AttributeSize": "col-md-12",
"FBControlType": "text",
"Tooltip": null,
"Watermark": null,
"Minlength": 1,
"PriceUnits": null,
"Number_AcceptOnlyInteger": false,
"Number_RangeFrom": 0,
"Number_RangeTo": 0,
"Maxlength": 50,
"EndUserView": false,
"AttributeText": "none",
"SR_CtAttribute_RBIncludeOtherOption": false,
"SR_CtAttribute_RB_Columns": 0,
"MultiValuedButtonText": null,
"IsDefaultVisible": true,
"IsCalculated": false,
"User_Search_IncludeInActive": false,
"DefaultID": 0,
"IsApproverGroup": false,
"RequiredRows": 0,
"AllControlsAreHiddenInGroup": false,
"IsTextAlignRight": false,
"Include_Time_Stamp": false,
"Saved_Include_Time_Stamp": false,
"SR_CtAttribute_DynamicTable": ""
}
],
"ChangeHistory": [
{
"uid": 39985,
"column_name": "Resolution Deadline",
"change_date": "2020-09-02 18:58:38",
"change_by": 428138,
"change_byName": "John",
"old_Value": null,
"new_Value": "2020-09-02 19:39:00",
"AttributeType": ""
},
{
"uid": 39984,
"column_name": "Response Deadline",
"change_date": "2020-09-02 18:58:38",
"change_by": 428138,
"change_byName": "John",
"old_Value": null,
"new_Value": "2020-09-02 19:19:00",
"AttributeType": ""
}
],
"CatalogMultiValuedAttributes": []
}
},
"OutputID": 0,
"Input": null
}