Endpoint
/api/v2/tenants/{tenantId}/serviceRequests/searchPath Parameters
tenantIdstring
Query Parameters
pageNointeger
pageSizeinteger
sortNamestring
isDescendingOrderboolean
queryStringstring
includestring
Responses
OK
descendingOrderboolean
nextPageboolean
nextPageNointeger
orderBystring
pageNointeger
pageSizeinteger
previousPageNointeger
resultsarray
Child Parameters
- results.alertIds
- results.allowedStatus
- results.application
- Application from which the problem is generated.
- results.assignedUser
- results.assigneeGroup
- results.attachedArticles
- results.attachments
- results.category
- results.cc
- Cc email.
- results.changeRequest
- Attach a problem related to the problem.
- results.channelId
- results.client
- results.closedDate
- results.closedSummary
- results.createdDate
- results.createdUser
- results.customFields
- results.description
- Description of the problem.
- results.estimatedHours
- Estimated time for resolving a problem. For example, a user estimates 3 hours for completion of a problem, the user provides value as "estimatedHours": "3".
- results.estimatedMinutes
- Estimated time for resolving a problem. For example, a user estimates 45 minutes for completion of a task, then user provides value as "estimatedMinutes": "45".
- results.extTicketId
- Attach an external ticket ID to the problem.
- results.id
- results.knowledgeArticleIds
- (Optional) Attach knowledge base articles related to the problem for further reference. To get a knowledge base article ID: 1. Log into OpsRamp. 2. Click Knowledge Base. 3. Select the required article and then copy the article ID. 4. Provide the article ID in "knowledgeArticleIds" field. Example: "knowledgeArticleIds": 25, 16.
- results.knownIssue
- results.notes
- results.oldPriority
- results.oldStatus
- results.priority
- Priority of the problem.
- results.priorityUpdatedBy
- results.priorityUpdatedDate
- results.reOpenCount
- results.reason
- results.requester
- results.resolvedDate
- results.resources
- results.rootCause
- Root cause of the problem.
- results.slaDetails
- results.source
- results.status
- Status of problem. Follow the steps to update the status of problem: 1. Use the get problem API to check: 2. Status flow transitions of problem.The status flows are defined in the field allowedStatus. Example: "name" : "Update" 3. Option to provide reasons to change the status is enabled."reasonsEnabled" : "true" indicates, reason is mandatory while changing the status."reasonsEnabled" : "false" indicates reason is optional. 4. If status change reasons are defined, use the get status change reasons to get the list of reasons. Provide the reasons configured in status "Update".
- results.statusFlow
- results.statusUpdatedBy
- results.statusUpdatedDate
- results.subCategory
- results.subject
- Subject of the problem.
- results.suspendEndDate
- results.tags
- results.ticketArisedTime
- results.timeSpent
- results.updatedDate
- results.workaround
- Temporary solution to solve the problem.
totalPagesinteger
totalResultsinteger
{
"descendingOrder": true,
"nextPage": false,
"orderBy": "ticket.id",
"pageNo": 2,
"pageSize": 13,
"previousPageNo": 1,
"results": [
{
"alertIds": [],
"assignedUser": {
"email": "brocade@gmail.com",
"firstName": "Brocade",
"id": "USR0000000011",
"lastName": "Inc Admin",
"loginName": "brocadeInc@organization.com"
},
"assigneeGroup": {
"description": "Brocade Partner Users",
"id": 5,
"name": "Brocade Inc Users"
},
"category": {
"id": 14,
"name": "Service Urgency Level"
},
"cc": "brocade@gmail.com, escalationmails@gmail.com",
"client": {
"activated": true,
"id": 8,
"name": "Brocade Lab",
"uniqueId": "client_8"
},
"createdDate": "2016-07-24T11:02:53+0000",
"createdUser": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"description": "VLC software is required to get the demo videos for learning development processing.",
"id": "SRQ0000000099",
"oldPriority": "Low",
"oldStatus": "Pending",
"priority": "Normal",
"priorityUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"priorityUpdatedDate": "2016-08-12T07:47:15+0000",
"reOpenCount": 0,
"reason": "Done, Hence moving service request to resolved",
"requester": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"resolvedDate": "2016-08-12T07:47:46+0000",
"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"
}
],
"serviceCatalogItemId": "0",
"slaDetails": {
"resolutionBreach": false,
"resolutionBreachDate": "",
"resolutionTime": 1629879,
"responseBreach": false,
"responseBreachDate": "",
"responseTime": 1629892
},
"source": "PORTAL",
"status": "Resolved",
"statusUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"statusUpdatedDate": "2016-08-12T07:47:46+0000",
"subCategory": {
"id": 17,
"name": "High"
},
"subject": "VLC Software Required",
"ticketArisedTime": "",
"updatedDate": "2016-08-12T07:47:46+0000"
},
{
"alertIds": [],
"assignedUser": {
"email": "brocadeLabBusiness@organization.com",
"firstName": "BLab",
"id": "USR0000000023",
"lastName": "Business User",
"loginName": "brocadeLabBusiness@organization.com"
},
"assigneeGroup": {
"description": "All brocade lab escalation users",
"id": 8,
"name": "Brocade Lab Escalation Users"
},
"category": {
"id": 14,
"name": "Service Urgency Level"
},
"cc": "brocade@gmail.com, brocadePAdmin@gmail.com",
"client": {
"activated": true,
"id": 8,
"name": "Brocade Lab",
"uniqueId": "client_8"
},
"createdDate": "2016-07-24T11:02:01+0000",
"createdUser": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"description": "As wi-fi is not much effective with the development environment, we are requesting for lan services",
"extTicketId": "BMCXC00907",
"id": "SRQ0000000098",
"oldPriority": "Normal",
"oldStatus": "Resolved",
"priority": "High",
"priorityUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"priorityUpdatedDate": "2016-08-12T07:48:45+0000",
"reOpenCount": 1,
"reason": "Done, Hence moving service request to resolved",
"requester": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"resources": [
{
"id": "b1483cfe-5f2e-46d5-8aaa-c294f90ba271",
"name": "VMSCAN-PC",
"type": "DEVICE"
},
{
"id": "5bc778e3-b08e-49b4-8a64-5a919dbca83d",
"name": "vnetvm",
"type": "DEVICE"
}
],
"serviceCatalogItemId": "0",
"slaDetails": {
"resolutionBreach": false,
"resolutionBreachDate": "",
"resolutionTime": 1630246,
"responseBreach": false,
"responseBreachDate": "",
"responseTime": 1630025
},
"source": "PORTAL",
"status": "Open",
"statusUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"statusUpdatedDate": "2016-08-12T07:49:18+0000",
"subCategory": {
"id": 17,
"name": "High"
},
"subject": "LAN Service Request",
"ticketArisedTime": "",
"updatedDate": "2016-08-12T07:49:18+0000"
},
{
"alertIds": [],
"assignedUser": {
"email": "brocadeLab@gmail.com",
"firstName": "Brocade",
"id": "USR0000000014",
"lastName": "Lab",
"loginName": "brocadeLab@organization.com"
},
"assigneeGroup": {
"description": "All Brocade Lab Users group",
"id": 7,
"name": "Brocade Lab Users"
},
"category": {
"id": 14,
"name": "Service Urgency Level"
},
"cc": "brocade@gmail.com",
"client": {
"activated": true,
"id": 8,
"name": "Brocade Lab",
"uniqueId": "client_8"
},
"closedDate": "2016-08-12T07:51:09+0000",
"createdDate": "2016-07-24T11:01:13+0000",
"createdUser": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"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.",
"extTicketId": "BMCXC00907",
"id": "SRQ0000000097",
"oldPriority": "High",
"oldStatus": "Resolved",
"priority": "Urgent",
"priorityUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"priorityUpdatedDate": "2016-08-12T07:50:09+0000",
"reOpenCount": 0,
"reason": "SR Close",
"requester": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"resolvedDate": "2016-08-12T07:50:29+0000",
"resources": [
{
"id": "06898fdf-8e96-49d3-94d9-4c262540b11e",
"name": "VM1",
"type": "DEVICE"
},
{
"id": "037361e1-71ff-4e11-8ec9-688b4aa6b262",
"name": "VM2",
"type": "DEVICE"
}
],
"serviceCatalogItemId": "0",
"slaDetails": {
"resolutionBreach": false,
"resolutionBreachDate": "",
"resolutionTime": 1630156,
"responseBreach": false,
"responseBreachDate": "",
"responseTime": 1630155
},
"source": "PORTAL",
"status": "Closed",
"statusUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"statusUpdatedDate": "2016-08-12T07:51:09+0000",
"subCategory": {
"id": 15,
"name": "Low"
},
"subject": "Wi-Fi services should be allowed to mobile phones",
"ticketArisedTime": "",
"updatedDate": "2016-08-12T07:51:09+0000"
},
{
"alertIds": [],
"assignedUser": {
"email": "brocadeLabBusiness@organization.com",
"firstName": "BLab",
"id": "USR0000000023",
"lastName": "Business User",
"loginName": "brocadeLabBusiness@organization.com"
},
"assigneeGroup": {
"description": "All brocade lab escalation users",
"id": 8,
"name": "Brocade Lab Escalation Users"
},
"category": {
"id": 14,
"name": "Service Urgency Level"
},
"cc": "brocade@gmail.com, escalationmails@gmail.com",
"client": {
"activated": true,
"id": 8,
"name": "Brocade Lab",
"uniqueId": "client_8"
},
"createdDate": "2016-07-24T10:58:51+0000",
"createdUser": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"description": "As of windows 10 is available, we required those on all platforms",
"id": "SRQ0000000096",
"oldPriority": "Urgent",
"oldStatus": "Open",
"priority": "Very Low",
"priorityUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"priorityUpdatedDate": "2016-08-12T07:52:10+0000",
"reOpenCount": 1,
"reason": "Revisit service request in future",
"requester": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"resources": [
{
"id": "ad0a218d-7512-435c-9b58-614470ee8658",
"name": "WORK-PC",
"type": "DEVICE"
}
],
"serviceCatalogItemId": "0",
"slaDetails": {
"resolutionBreach": false,
"resolutionBreachDate": "",
"resolutionTime": 1630398,
"responseBreach": false,
"responseBreachDate": "",
"responseTime": 1630397
},
"source": "PORTAL",
"status": "Pending",
"statusUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "SA",
"lastName": "Admin",
"loginName": "superadmin"
},
"statusUpdatedDate": "2016-08-12T07:52:41+0000",
"subCategory": {
"id": 16,
"name": "Medium"
},
"subject": "Windows Services Required",
"ticketArisedTime": "",
"updatedDate": "2016-08-12T07:52:41+0000"
}
],
"totalPages": 2,
"totalResults": 17
}{
"descendingOrder": true,
"nextPage": true,
"nextPageNo": 0,
"orderBy": "string",
"pageNo": 0,
"pageSize": 0,
"previousPageNo": 0,
"results": [
{
"alertIds": [
null
],
"allowedStatus": [
{
"id": "string",
"name": "string",
"reasonsDefined": true,
"reasonsEnabled": true
}
],
"application": "string",
"assignedUser": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"assigneeGroup": {
"description": "string",
"id": 0,
"name": "string",
"userCount": 0
},
"attachedArticles": [
{
"id": 0,
"subject": "string"
}
],
"attachments": [
{
"contentURL": "string",
"createdBy": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"mobileNumber": "string",
"phoneNumber": "string"
},
"createdDate": "2019-08-24T14:15:22Z",
"id": 0,
"name": "string"
}
],
"category": {
"id": 0,
"name": "string"
},
"cc": "string",
"changeRequest": {
"id": "string"
},
"channelId": 0,
"client": {
"activated": true,
"createdTime": "2019-08-24T14:15:22Z",
"id": 0,
"name": "string",
"uniqueId": "string",
"updatedTime": "string"
},
"closedDate": "string",
"closedSummary": "string",
"createdDate": "2019-08-24T14:15:22Z",
"createdUser": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"customFields": [
{
"classCode": "SERVICEREQUEST",
"defaultValue": "",
"description": "all partners",
"displayLabel": "text field",
"editable": true,
"fieldType": "TYPE_TEXT",
"id": "UDF0000003808",
"mandatory": false,
"name": "text_field_3808",
"value": "available"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "",
"description": "testing numeric",
"displayLabel": "numeric",
"editable": true,
"fieldType": "TYPE_NUMBER",
"id": "UDF0000003810",
"mandatory": false,
"name": "numeric_3810",
"value": "120"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "",
"description": "Test case",
"displayLabel": "drop-down-api-lab",
"editable": true,
"fieldType": "TYPE_DROPDOWN",
"id": "UDF0000003790",
"mandatory": false,
"name": "drop_down_api_lab_3790",
"options": [
{
"label": "first",
"value": "1"
},
{
"label": "second",
"value": "2"
}
],
"selectedOption": {
"label": "first",
"value": "1"
},
"value": "1"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "Test Text",
"description": "test case for text field",
"displayLabel": "text-api-lab",
"editable": true,
"fieldType": "TYPE_TEXT",
"id": "UDF0000003791",
"mandatory": false,
"name": "text_api_lab_3791",
"value": "request custom field - text-updated"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "multi \nline \ntext",
"description": "test case for multi line text",
"displayLabel": "multi line text-api-lab",
"editable": true,
"fieldType": "TYPE_TEXTAREA",
"id": "UDF0000003792",
"mandatory": false,
"name": "multi_line_text_api_lab_3792",
"value": "text"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "1",
"description": "numeric test case",
"displayLabel": "Numeric-api-lab",
"editable": true,
"fieldType": "TYPE_NUMBER",
"id": "UDF0000003793",
"mandatory": false,
"name": "numeric_api_lab_3793",
"value": "1"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "0",
"description": "test case for check box",
"displayLabel": "checkbox-api-lab",
"editable": true,
"fieldType": "TYPE_CHECKBOX",
"id": "UDF0000003794",
"mandatory": false,
"name": "checkbox_api_lab_3794",
"options": [
{
"label": "yes",
"value": "1"
}
],
"selectedOption": {
"label": "yes",
"value": "1"
},
"value": "1"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "2016-02-26T00:00:00+0000",
"description": "test case for date field",
"displayLabel": "Date-ap-lab",
"editable": true,
"fieldType": "TYPE_DATE",
"id": "UDF0000003795",
"mandatory": false,
"name": "date_ap_lab_3795",
"value": "2016-02-26T00:00:00+0000"
},
{
"classCode": "SERVICEREQUEST",
"defaultValue": "2016-02-26T12:13:00+0000",
"description": "test case for Date and time",
"displayLabel": "dateTime-api-lab",
"editable": true,
"fieldType": "TYPE_DATETIME",
"id": "UDF0000003796",
"mandatory": false,
"name": "datetime_api_lab_3796",
"value": "2016-02-26T12:13:00+0000"
}
],
"description": "string",
"estimatedHours": 0,
"estimatedMinutes": 0,
"extTicketId": "string",
"id": "string",
"knowledgeArticleIds": [
0
],
"knownIssue": true,
"notes": "string",
"oldPriority": "string",
"oldStatus": "string",
"priority": "string",
"priorityUpdatedBy": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"priorityUpdatedDate": "2019-08-24T14:15:22Z",
"reOpenCount": 0,
"reason": "string",
"requester": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"resolvedDate": "2019-08-24T14:15:22Z",
"resources": [
{
"aliasName": "string",
"hostName": "string",
"id": "string",
"metaData": {},
"name": "string",
"resourceName": "string",
"resourceType": "string",
"type": "string"
}
],
"rootCause": "string",
"slaDetails": {
"resolutionBreach": true,
"resolutionBreachDate": "string",
"resolutionTime": 0,
"responseBreach": true,
"responseBreachDate": "string",
"responseTime": 0,
"slaPolicy": {
"businessSchedule": {
"endTime": "string",
"friday": true,
"id": 0,
"monday": true,
"saturday": true,
"shiftType": 0,
"startTime": "string",
"sunday": true,
"thursday": true,
"tuesday": true,
"wednesday": true
},
"id": 0,
"name": "string",
"timezone": {
"code": "string",
"id": "string",
"label": "string",
"name": "string"
}
}
},
"source": "string",
"status": "string",
"statusFlow": [
{
"createdDate": "2019-08-24T14:15:22Z",
"notes": "string",
"reason": "string",
"status": "string",
"timeSpent": 0,
"updatedBy": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
}
}
],
"statusUpdatedBy": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"statusUpdatedDate": "2019-08-24T14:15:22Z",
"subCategory": {
"id": 0,
"name": "string"
},
"subject": "string",
"suspendEndDate": "2019-08-24T14:15:22Z",
"tags": "string",
"ticketArisedTime": "string",
"timeSpent": 0,
"updatedDate": "2019-08-24T14:15:22Z",
"workaround": "string"
}
],
"totalPages": 0,
"totalResults": 0
}{
"descendingOrder": true,
"nextPage": true,
"nextPageNo": 0,
"orderBy": "string",
"pageNo": 0,
"pageSize": 0,
"previousPageNo": 0,
"results": [
{
"alertIds": [
null
],
"allowedStatus": [
{
"id": "string",
"name": "string",
"reasonsDefined": true,
"reasonsEnabled": true
}
],
"application": "string",
"assignedUser": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"assigneeGroup": {
"description": "string",
"id": 0,
"name": "string",
"userCount": 0
},
"attachedArticles": [
{
"id": 0,
"subject": "string"
}
],
"attachments": [
{
"contentURL": "string",
"createdBy": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"mobileNumber": "string",
"phoneNumber": "string"
},
"createdDate": "2019-08-24T14:15:22Z",
"id": 0,
"name": "string"
}
],
"category": {
"id": 0,
"name": "string"
},
"cc": "string",
"changeRequest": {
"id": "string"
},
"channelId": 0,
"client": {
"activated": true,
"createdTime": "2019-08-24T14:15:22Z",
"id": 0,
"name": "string",
"uniqueId": "string",
"updatedTime": "string"
},
"closedDate": "string",
"closedSummary": "string",
"createdDate": "2019-08-24T14:15:22Z",
"createdUser": {
"email": "string",
"firstName": "string",
"id": "string",
"lastName": "string",
"loginName": "string",
"phoneNumber": "string"
},
"customFields": [
{
"classCode": "string",
"customField": true,
"defaultValue": "string",
"description": "string",
"displayLabel": "string",
"editable": true,
"fieldType": "string",
"id": "string",
"mandatory": true,
"name": "string",
"options": [
{
"label": "string",
"value": "string"
}
],
"selectedOption": {
"label": "string",
"value": "string"
},
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},
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},
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}
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}
},
{
"createdDate": "2016-07-24T19:19:33+0000",
"notes": "resolution summary",
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"loginName": "john.smith"
}
},
{
"createdDate": "2016-07-25T19:19:51+0000",
"reason": "Re-opening as per comments",
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},
{
"createdDate": "2016-07-25T07:47:46+0000",
"notes": "resolution summary",
"reason": "Done, Hence moving service request to resolved",
"status": "Resolved",
"updatedBy": {
"email": "sample@gmail.com",
"firstName": "SP",
"id": "USR0000000018",
"lastName": "Admin",
"loginName": "superadmin"
}
}
],
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},
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}
],
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}