Search Service Requests

Searches for service requests.

The request parameter include is required to get the following information in the response:

  • Custom fields
  • Status flow
Query Variables Default Value
uniqueId ID of the service request.
Example: CHG0000002401
status Current status of service request.
Supported values: New, Open, Pending, Resolved, Closed, and On Hold.
Example: Closed, Resolved
priority Current priority of service request.
Supported values: Low, Normal, High, Urgent, and Very Low
Example: High, Urgent
subject A short summary of service request.
Example: service Request from Alert.
assignedTo User who has been assigned service request.
Example: USR0000000129
requester User who requests the service request.
Example: USR0000000129
startCreationDate Filter service request with the creation date. Provide the from date.
Example: 2016-07-26T14:49:44 0000 (GMT)
endCreationDate Provide the to date.
Example: 2016-07-28T07:12:19 0000 (GMT)
startUpdationDate Filter service request with the updation date.
Example: 2016-08-12T06:54:59 0000 (GMT)
endUpdationDate Provide the to date.
Example: 2016-08-15T10:40:20 0000 (GMT)
oldStatus Previous status of service request.
Supported values: New, Open, Pending, Resolved, and On Hold
Example: Resolved
oldPriority Previous priority of service request.
Supported values: Low, Normal, High, Urgent, and Very Low
Example: Urgent
deviceId Unique ID of the device.
Example: 481af404-33a6-4d61-af77-c483ca6641fa
source Source of the service request.
Supported values: PORTAL, INTEGRATION, MOBILE, EMAIL
sourcePolicyType Source policy type of the service request.
Supported values: AUTOINCIDENT, INTEGRATION
firstContactFix Problem fixed without assigning to another group.
Example: true, false
startResponseBreachDate Filter service request with response breach date. Provide from date.
Example: 2016-08-25T08:12:19+0000 (GMT)
endResponseBreachDate Provide to date.
Example: 2016-09-28T10:40:20 0000 (GMT)
startResolutionBreachDate Filter service request with resolution breach date. Provide from date.
Example: 2016-08-25T08:12:19 0000 (GMT)
endResolutionBreachDate Provide to date.
Example: 2016-09-29T10:40:20 0000 (GMT)
responseBreach Response to service request beyond the time limit.
Example: false
resolutionBreach Service request fixed within the time limit.
Example: true
assigneeGroupIds ID of the group to which the problem is assigned.
Example: 1, 2, 3
minResponseTime Minimum response time of request.
Example: 300 (time in seconds)
maxResponseTime Maximum response time of request.
Example: 600 (time in seconds)
minResolutionTime Minimum resolution time of request.
Example: 3600 (time in seconds)
maxResolutionTime Maximum resolution time of request.
Example: 7200 (time in seconds)
minReOpens Minimum number of times service request is reopened.
Example: 5
maxReOpens Maximum number of times service request is reopened.
Example: 8
startClosedDate Filter service requests with the closed date. Provide the from closed date.
Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDate Provide to closed date.
Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDate Filter service requests with the resolved date. Provide from resolved date.
Example: 2016-08-12T06:49:59 0000 (GMT)
endResolvedDate Provide to resolved date.
Example: 2016-08-14T07:49:59 0000 (GMT)
extTicketId External ticket ID.

Notes

To view tickets created within a given date range, provide both startCreationDate and endCreationDate. Otherwise, the tickets created in the last month would be returned. There are special characters that can be used in a query string:

  • (+) represents the next field and must be URL-encoded.
  • (:) represents equals. An example is key : value.
  • Space characters must be URL-encoded.
  • Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT)
get
/api/v2/tenants/{tenantId}/serviceRequests/search

Path Parameters

  • tenantIdstringrequired

    Describes the clientId of the tenant

Query Parameters

  • pageNointeger

  • pageSizeinteger

    Default: 100

  • sortNamestring

    Default: ticket.id

  • isDescendingOrderboolean

  • queryStringstring

  • includestring

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