Search service requests

URL

GET https://{api-url}/api/v2/tenants/{tenantId}/serviceRequests/search

Sample URLs

https://{api-url}/api/v2/tenants/client_1000/serviceRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129+startCreationDate:2016-07-24T11:02:53+0000+endCreationDate:2016-07-26T10:40:20 0000)

https://{api-url}/api/v2/tenants/msp_100/serviceRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129+startCreationDate:2016-07-24T11:02:53+0000+endCreationDate:2016-07-26T10:40:20 0000)

Parameters

All parameters are optional:

Field	Default Value
pageNo={pageNo}	1
pageSize={pageSize}	100
isDescendingOrder={true/false}	true
sortName={field}	ticket.id
queryString={queryString}	NA
include={fields}	NA

NA indicates that the value is not applicable.

Note

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

Custom fields
Status flow
Example: include=customFields, statusFlow

Query variables

Query Variable	Values	Description
uniqueId	NA	ID of the service request. Example: CHG0000002401
status	New, Open, Pending, Resolved, Closed, On Hold	Current status of service request. Example: Resolved
priority	Low, Normal, High, Urgent, Very Low	Current priority of service request. Example: High
subject	NA	A short summary service request. Example: System uptime is critical
assignedTo	NA	User who has been assigned service request. Example: USR0000000001
requester	NA	Requester of the service request. Example: USR0000000001
startCreationDate	NA	Filter service request with creation date. Provide from date. Example: 2016-07-25T07:12:19 0000(GMT)
endCreationDate	NA	Provide to date. Example: 2016-07-28T07:12:19 0000 (GMT)
startUpdationDate	NA	Filter service request with updation date. Provide from date. Example: 2016-08-11T13:50:18 0000(GMT)
endUpdationDate	NA	Provide to date. Example: 2016-08-15T10:40:20 0000 (GMT)
oldStatus	New, Open, Pending, Resolved,On Hold	Previous state of the service request. Example: Open
oldPriority	Low, Normal, High, Urgent, Very Low	Previous priority of the service request. Example: High
deviceId	NA	Unique ID of the device. Example: 481af404-33a6-4d61-af77-c483ca6641fa
source	PORTAL, INTEGRATION, MOBILE, EMAIL	Source of the service request.
sourcePolicyType	AUTOINCIDENT, INTEGRATION	Source policy type of the service request.
firstContactFix	true, false	Request fixed without assigning to another group. Example: true
startResponseBreachDate	NA	Filter service request with response breach date. Provide from date. Example: 2016-08-25T08:12:19+0000 (GMT)
endResponseBreachDate	NA	Provide to date. Example: 2016-09-28T10:40:20 0000 (GMT)
startResolutionBreachDate	NA	Filter service request with resolution breach date. Provide from date. Example: 2016-08-25T08:12:19 0000 (GMT)
endResolutionBreachDate	NA	Provide to date. Example: 2016-09-29T10:40:20 0000 (GMT)
responseBreach	true, false	Response to service request beyond the time limit. Example: false
resolutionBreach	true, false	Service request fixed within the time limit. Example: true
assigneeGroupIds	NA	ID of the group to which the service request is assigned. Example: 1, 2, 3
minResponseTime	NA	Minimum response time service request. Example: 300 (time in seconds)
maxResponseTime	NA	Maximum response time service request. Example: 600 (time in seconds)
minResolutionTime	NA	Minimum resolution time of service request. Example: 3600 (time in seconds)
maxResolutionTime	NA	Maximum resolution time service request. Example: 7200 (time in seconds)
minReOpens	NA	Minimum number of times the service request is reopened. Example: 5
maxReOpens	NA	Maximum number of times the service request is reopened. Example: 8
startClosedDate	NA	Filter service request with the closed date. Provide from closed date. Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDate	NA	Provide to closed date. Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDate	NA	Filter service request with the resolved date. Provide from resolved date. Example: 2016-08-12T06:49:59 0000 (GMT)
endResolvedDate	NA	Provide to resolved date. Example: 2016-08-14T07:49:59 0000 (GMT)
extTicketId	NA	External ticket ID.

NA indicates that the value is not applicable.

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).

Sample responses

{
	"results": [{
			"id": "SRQ0000000099",
			"subject": "VLC Software Required",
			"description": "VLC software is required to get the demo videos for learning development processing.",
			"status": "Resolved",
			"oldStatus": "Pending",
			"priority": "Normal",
			"oldPriority": "Low",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000011",
				"loginName": "brocadeInc@organization.com",
				"lastName": "Inc Admin",
				"firstName": "Brocade",
				"email": "brocade@gmail.com"
			},
			"assigneeGroup": {
				"id": 5,
				"name": "Brocade Inc Users",
				"description": "Brocade Partner Users"
			},
			"resources": [{
					"id": "481af404-33a6-4d61-af77-c483ca6641fa",
					"name": "VTHLPT1000",
					"type": "DEVICE"
				},
				{
					"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
					"name": "VTH-SERVICES",
					"type": "SERVICE"
				},
				{
					"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
					"name": "VTH-ADMIN-DEVS",
					"type": "DEVICE_GROUP"
				}
			],
			"cc": "brocade@gmail.com, escalationmails@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Done, Hence moving service request to resolved",
			"category": {
				"id": 14,
				"name": "Service Urgency Level"
			},
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-07-24T11:02:53+0000",
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"subCategory": {
				"id": 17,
				"name": "High"
			},
			"updatedDate": "2016-08-12T07:47:46+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T07:47:15+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T07:47:46+0000",
			"resolvedDate": "2016-08-12T07:47:46+0000",
			"slaDetails": {
				"resolutionTime": 1629879,
				"responseTime": 1629892,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"serviceCatalogItemId": "0"
		},
		{
			"id": "SRQ0000000098",
			"subject": "LAN Service Request",
			"description": "As wi-fi is not much effective with the development environment, we are requesting for lan services",
			"status": "Open",
			"oldStatus": "Resolved",
			"priority": "High",
			"oldPriority": "Normal",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000023",
				"loginName": "brocadeLabBusiness@organization.com",
				"lastName": "Business User",
				"firstName": "BLab",
				"email": "brocadeLabBusiness@organization.com"
			},
			"assigneeGroup": {
				"id": 8,
				"name": "Brocade Lab Escalation Users",
				"description": "All brocade lab escalation users"
			},
			"resources": [{
					"id": "b1483cfe-5f2e-46d5-8aaa-c294f90ba271",
					"name": "VMSCAN-PC",
					"type": "DEVICE"
				},
				{
					"id": "5bc778e3-b08e-49b4-8a64-5a919dbca83d",
					"name": "vnetvm",
					"type": "DEVICE"
				}
			],
			"extTicketId": "BMCXC00907",
			"cc": "brocade@gmail.com, brocadePAdmin@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Done, Hence moving service request to resolved",
			"category": {
				"id": 14,
				"name": "Service Urgency Level"
			},
			"alertIds": [],
			"reOpenCount": 1,
			"createdDate": "2016-07-24T11:02:01+0000",
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"subCategory": {
				"id": 17,
				"name": "High"
			},
			"updatedDate": "2016-08-12T07:49:18+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T07:48:45+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T07:49:18+0000",
			"slaDetails": {
				"resolutionTime": 1630246,
				"responseTime": 1630025,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"serviceCatalogItemId": "0"
		},
		{
			"id": "SRQ0000000097",
			"subject": "Wi-Fi services should be allowed to mobile phones",
			"description": "According to the auditing process done recently, we have followed the standards by turning of the wi-fi for mobiles and and all.\nWe just want to renew it again to process further.",
			"status": "Closed",
			"oldStatus": "Resolved",
			"priority": "Urgent",
			"oldPriority": "High",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com"
			},
			"assigneeGroup": {
				"id": 7,
				"name": "Brocade Lab Users",
				"description": "All Brocade Lab Users group"
			},
			"resources": [{
					"id": "06898fdf-8e96-49d3-94d9-4c262540b11e",
					"name": "VM1",
					"type": "DEVICE"
				},
				{
					"id": "037361e1-71ff-4e11-8ec9-688b4aa6b262",
					"name": "VM2",
					"type": "DEVICE"
				}
			],
			"extTicketId": "BMCXC00907",
			"cc": "brocade@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "SR Close",
			"category": {
				"id": 14,
				"name": "Service Urgency Level"
			},
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-07-24T11:01:13+0000",
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"subCategory": {
				"id": 15,
				"name": "Low"
			},
			"updatedDate": "2016-08-12T07:51:09+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T07:50:09+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T07:51:09+0000",
			"resolvedDate": "2016-08-12T07:50:29+0000",
			"closedDate": "2016-08-12T07:51:09+0000",
			"slaDetails": {
				"resolutionTime": 1630156,
				"responseTime": 1630155,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"serviceCatalogItemId": "0"
		},
		{
			"id": "SRQ0000000096",
			"subject": "Windows Services Required",
			"description": "As of windows 10 is available, we required those on all platforms",
			"status": "Pending",
			"oldStatus": "Open",
			"priority": "Very Low",
			"oldPriority": "Urgent",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000023",
				"loginName": "brocadeLabBusiness@organization.com",
				"lastName": "Business User",
				"firstName": "BLab",
				"email": "brocadeLabBusiness@organization.com"
			},
			"assigneeGroup": {
				"id": 8,
				"name": "Brocade Lab Escalation Users",
				"description": "All brocade lab escalation users"
			},
			"resources": [{
				"id": "ad0a218d-7512-435c-9b58-614470ee8658",
				"name": "WORK-PC",
				"type": "DEVICE"
			}],
			"cc": "brocade@gmail.com, escalationmails@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Revisit service request in future",
			"category": {
				"id": 14,
				"name": "Service Urgency Level"
			},
			"alertIds": [],
			"reOpenCount": 1,
			"createdDate": "2016-07-24T10:58:51+0000",
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"subCategory": {
				"id": 16,
				"name": "Medium"
			},
			"updatedDate": "2016-08-12T07:52:41+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T07:52:10+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T07:52:41+0000",
			"slaDetails": {
				"resolutionTime": 1630398,
				"responseTime": 1630397,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"serviceCatalogItemId": "0"
		}
	],
	"totalResults": 17,
	"orderBy": "ticket.id",
	"pageNo": 2,
	"pageSize": 13,
	"totalPages": 2,
	"nextPage": false,
	"previousPageNo": 1,
	"descendingOrder": true
}

If the query parameter consists of parameter include=customFields, statusFlow then each response entity returns the following information.

A sample response with include=customFields:

{
	"customFields": [{
			"id": "UDF0000003808",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "text field",
			"name": "text_field_3808",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "all partners",
			"value": "available",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003810",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "numeric",
			"name": "numeric_3810",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "testing numeric",
			"value": "120",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003790",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "drop-down-api-lab",
			"name": "drop_down_api_lab_3790",
			"fieldType": "TYPE_DROPDOWN",
			"mandatory": false,
			"editable": true,
			"description": "Test case",
			"options": [{
					"label": "first",
					"value": "1"
				},
				{
					"label": "second",
					"value": "2"
				}
			],
			"value": "1",
			"defaultValue": "",
			"selectedOption": {
				"label": "first",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003791",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "text-api-lab",
			"name": "text_api_lab_3791",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "test case for text field",
			"value": "request custom field - text-updated",
			"defaultValue": "Test Text"
		},
		{
			"id": "UDF0000003792",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "multi line text-api-lab",
			"name": "multi_line_text_api_lab_3792",
			"fieldType": "TYPE_TEXTAREA",
			"mandatory": false,
			"editable": true,
			"description": "test case for multi line text",
			"value": "text",
			"defaultValue": "multi \nline \ntext"
		},
		{
			"id": "UDF0000003793",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "Numeric-api-lab",
			"name": "numeric_api_lab_3793",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "numeric test case",
			"value": "1",
			"defaultValue": "1"
		},
		{
			"id": "UDF0000003794",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "checkbox-api-lab",
			"name": "checkbox_api_lab_3794",
			"fieldType": "TYPE_CHECKBOX",
			"mandatory": false,
			"editable": true,
			"description": "test case for check box",
			"options": [{
				"label": "yes",
				"value": "1"
			}],
			"value": "1",
			"defaultValue": "0",
			"selectedOption": {
				"label": "yes",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003795",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "Date-ap-lab",
			"name": "date_ap_lab_3795",
			"fieldType": "TYPE_DATE",
			"mandatory": false,
			"editable": true,
			"description": "test case for date field",
			"value": "2016-02-26T00:00:00+0000",
			"defaultValue": "2016-02-26T00:00:00+0000"
		},
		{
			"id": "UDF0000003796",
			"classCode": "SERVICEREQUEST",
			"displayLabel": "dateTime-api-lab",
			"name": "datetime_api_lab_3796",
			"fieldType": "TYPE_DATETIME",
			"mandatory": false,
			"editable": true,
			"description": "test case for Date and time",
			"value": "2016-02-26T12:13:00+0000",
			"defaultValue": "2016-02-26T12:13:00+0000"
		}
	]
}

A sample response with include=statusFlow:

{
	"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-07-24T12:42:19+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "Smith",
				"firstName": "John",
				"email": "john.smith@gmail.com"
			}
		},
		{
			"status": "Resolved",
			"reason": "Resolving as fixed",
			"notes": "resolution summary",
			"timeSpent": 18,
			"createdDate": "2016-07-24T19:19:33+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "smith",
				"firstName": "john",
				"email": "john@gmail.com"
			}
		},
		{
			"status": "Open",
			"timeSpent": 27,
			"reason": "Re-opening as per comments",
			"createdDate": "2016-07-25T19:19:51+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "smith",
				"firstName": "john",
				"email": "john@gmail.com"
			}
		},
		{
			"status": "Resolved",
			"reason": "Done, Hence moving service request to resolved",
			"notes": "resolution summary",
			"createdDate": "2016-07-25T07:47:46+0000",
			"updatedBy": {
				"id": "USR0000000018",
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SP",
				"email": "sample@gmail.com"
			}
		}
	]
}