Incident Web-services

General

Mandatory input for each operation

Credentials - Web Service Client User authentication credentials
extendedSettings - Extended Settings such as response format.

Each Operation returns -

DefaultServiceResponse JavaBean container which stores the specific bean response for Web Services operation
While creating an entity, values for fields such as Row ID (Unique system generated), Entity ID (System generated )should not be entered as input parameter values.
While updating an entity, values for fields that already contain a Read only value should not be entered as input parameter values.

getIncident

Id: 37
Returns an excerpt of the primary details (general information) pertaining to the specified the incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier for which details should be fetched.

Output
Row ID, Case ID,Ticket Type, Requester Name, Affected User, person1_address_id, Email, Requester Phone, person1_contact_id, Organization, Site, Location, person1_org_id, person2_address_id, Email, Phone, person2_contact_id, Organization, Site, Location, person2_org_id, vip_flag_person1, vip_flag_person2
Affected Service ID, Affected Service, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Status, Reason Code, Closed By, Closed On, Modified By, Last Modified,
Cause, Category, Class, CCTI ID, Item, Type, Created By, Created On, Symptom Details, Related To Global Item ID, Related To Global ID
Parent Ticket ID, Parent Ticket Identifier, Resolution, , Severity, Resolved Using Case#, Resolved Using Item ID, Received In Mailbox, This ticket is -, Symptom Description, Case#, Impact, Impact Code, Phase, Priority, Priority Code, , KB Article ID, Source, Source Code, Urgency, Urgency Code, Total Time Spent (HH:MM), , Custom Fields <on Additional Information tab>

listIncidents

Id: 38
Returns the list of all open incident tickets for the logged in user and his groups matching the specified search criteria.

Input Parameters
searchText - String to match the Status, Assigned Group, Assigned Individual, Organization, Site etc.

Output
Assigned Group, Assigned Individual, Created Date, Requester Organization, Modified Date, Requester, Row ID, Case#, Description, Priority, Reason Code, Status, Type.

reportIncident

Id: 39
Creates the new incident ticket with the provided details.

Input Parameters
Row ID, Case#, Parent Row ID, Parent Case#, Case ID, Phase, Status, Reason Code, Assigned Individual, Assigned Contact ID, Assigned Group, Assigned Group ID, Created By, Modified By, Created On, Last Modified, Closed On, Closed By, Requester Contact ID, Requester Email, Requester Name,

Output
item_id, ticket_identifier

updateIncident

Id: 40
Updates an existing incident ticket identified by the row id with the provided details.

Input Parameters
Row ID,Workflow action Id, Case#, Parent Row ID, Parent Case#, Case ID, Phase, Status, Reason Code, Assigned Individual, Assigned Contact ID, Assigned Group, Assigned Group ID, Created By, Modified By, Created On, Last Modified, Closed On, Closed By, Requester Contact ID, Requester Email, Requester Name,

Output
item_id, ticket_identifier

listWorklogs

Id: 41
Returns the list of all the worklogs pertaining to the specified incident ticket matching the specified search criteria.

Input Parameters
Ticket Identifier, Search Text

Output
Row ID, Worklog Date, Created By, Created On, Worklog Description, Time Spent (Min), Work Log Type

addWorklog

Id: 42
Adds a new incident ticket specific worklog entry into the database and relates it to the respective ticket.

Input Parameters
workglogBean - Workglog Bean containing details which must be used to add the worklog.
Row ID / Ticket Identifier / Item ID / Ticket Type / Worklog Type Code / Worklog Type / Client Viewable / Time Spent (Min) / Worklog Description / Worklog Date / Work Created By / Work Created By Contact ID / Work Created Date / Work Modified By / Work Modified By Contact ID /Work Modified Date

Output
Worklog Id

updateWorklog

Id: 43
Updates an existing incident ticket specific worklog details.

Input Parameters
workglogBean - Workglog Bean containing details which must be used to update the worklog.
Ticket Identifier/ Item ID/ Ticket Type/ Worklog Type Code/ Worklog Type/ Client Viewable/ Time Spent (Min)/ Worklog Description/ Worklog Date/ Work Created By/ Work Created By Contact ID/ Work Created Date/ Work Modified By/ Work Modified By Contact ID/ Work Modified Date

Output
Worklog Id

listCommunications

Id: 44
Returns the list of all the communications pertaining to the specified incident ticket matching the specified search criteria.

Input Parameters
ticketIdentifier - Ticket Identifier for which communications should be fetched
searchText - String to match the User etc.

Output
Created Date, Status, Communication ID, Send To, Subject, Direction, Type, Related To Form, Created By

sendCommunication

Id: 45
Sends a new ticket-specific communication and relates it to the respective incident ticket.

Input Parameters
Row ID / Ticket Identifier /Item ID / To/ Cc/ Bcc/ Subject/ Message/ Reply-To/Reply-To Display Name/ Communication Created By/ Do not deliver before/ Communication Delivery Status/ Communication Template ID/ Communication Trace Log/ Communication Type/ Communication Type Mask/ Fb Form Notification ID/ Sched Task ID/ Regenerate message on Send

Output
Communication_Id

listAttachments

Id: 46
Returns the list of all the related attachment document(s) matching the specified search criteria pertaining to the specified incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier for which attachments should be fetched

Output
Created Date, Description, Attachment File Name, Type, Attachment ID, Can be used as Global, Attachment Name, Attachment Name, Created By, Case#, rel attach id, Ticket Type

relateAttachment

Id: 47
Relates specified attachment document to the specified incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier to which a passed in Attachment is to be related.
attachmentId - Attachment Id which must be related to the Incident.

Output
Attachment File Name / Attachment ID / Attachment Name / Can be used as Global / Case# / Created By / Created Date / Description / Ticket Type / Type / rel attach id

unrelateAttachment

Id: 48
Unrelates specified attachment document associated with the specified incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier from which an attachment is to be unrelated.
attachmentId - Attachment Id which must be related to the change request.

Output
None

listRelatedConfigurationItems

Id: 49
Returns the list of all the configuration items related to the specified incident ticket matching the specified search criteria.

Input Parameters
ticketIdentifier - Ticket Identifier for which related Configuration Items should be fetched.

Output
CI ID, Identifier, Name, Status, Class, Category, Purpose,Attribute 1, Attribute 2, Attribute 3

relateConfigurationItem

Id: 50
Relates the Configuration Item (CI) identified by either the Row ID or CI Identifier (Row ID will take precedence over CI Identifier if both are specified) to the specified incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier to which a passed in Configuration Item is to be related.
configurationItemIdentifier - Configuration Item Identifier which must be related to the change request.

Output
CI ID, Identifier, Name, Status, Class, Category, Purpose,Attribute 1, Attribute 2, Attribute 3

unrelateConfigurationItem

Id: 51
Unrelates the Configuration Item (CI) identified by either the Row ID or CI Identifier (Row ID will take precedence over CI Identifier if both are specified) from the specified incident ticket.

Input Parameters
ticketIdentifier - Ticket Identifier to which a passed in Configuration Item is to be unrelated.
configurationItemIdentifier - Configuration Item Identifier which must be unrelated from the change .

Output
None

listRelatedTickets

Id: 52
Returns the list of all the support requests (tickets) including task tickets related to the specified support request (ticket) matching the specified search criteria .

Input Parameters
ticketIdentifier - Ticket Identifier for which related tickets should be fetched

Output
Case ID, rel_type_mask, Case#, Description, Other Information, Status, Ticket Type

relateTicket

Id: 53
Relates the selected support request (ticket) to a incident ticket.

Input Parameters
parentTicketIdentifier - Ticket Identifier to which a passed in Ticket is to be related.
relateTicketIdentifier - Ticket Identifier which must be related to the Incident

Output
Case #, Description, Status, Other Information, Ticket Type, Case ID, rel_type_mask

unrelateTicket

Id: 54
Unrelates the specified support request (ticket) associated with a specified incident ticket.

Input Parameters
parentTicketIdentifier - Ticket Identifier from which a passed in Ticket is to be unrelated.
relateTicketIdentifier - Ticket Identifier which must be unrelated from the change request.

Output
None

listActivities

Id: 55
Returns the list of all historical activity including communications pertaining to the specified incident ticket matching the specified search criteria.

Input Parameters
ticketIdentifier - Ticket Identifier for which historical activity should be fetched
searchText - String to match the Type, User etc.

Output
Case ID, User, Date, Description, history_row_id, Case#, Ticket Type, Type

listSLAComplianceLevels

Id: 56
Returns the list of all service level agreement (SLA) compliance being monitored, measured and acted upon for alters or escalations pertaining to the specified incident ticket matching the specified search criteria.

Input Parameters
ticketIdentifier - Ticket Identifier for which service level agreement (SLA) compliance should be fetched
searchText - String to match the Target Name, Compliance Status etc.

Output
Agreement ID, SLA Compliance Target, Violation Threshold, Due By , Start Time, Measured, Threshold, Compliance Status, Assigned Group, Affected Service, Compliance Notes,