Endpoint
/api/v2/tenants/{tenantId}/serviceRequests/{serviceRequestId}
Gets service request details.
Path Parameters
tenantIdstring
serviceRequestIdstring
Responses
OK
alertIdsarray
allowedStatusarray
Child Parameters
- allowedStatus.id
- allowedStatus.name
- allowedStatus.reasonsDefined
- allowedStatus.reasonsEnabled
applicationstring
Application from which the problem is generated.
assignedUserobject
Child Parameters
- assignedUser.email
- assignedUser.firstName
- assignedUser.id
- assignedUser.lastName
- assignedUser.loginName
- assignedUser.phoneNumber
assigneeGroupobject
Child Parameters
- assigneeGroup.description
- assigneeGroup.id
- assigneeGroup.name
- assigneeGroup.userCount
attachmentsarray
Child Parameters
- attachments.contentURL
- attachments.createdDate
- attachments.file
- attachments.id
- attachments.name
ccstring
Cc email.
channelIdinteger
clientobject
Child Parameters
- client.activated
- client.createdTime
- client.id
- client.name
- client.uniqueId
- client.updatedTime
closedDatestring
closedSummarystring
createdDatestring
createdUserobject
Child Parameters
- createdUser.email
- createdUser.firstName
- createdUser.id
- createdUser.lastName
- createdUser.loginName
- createdUser.phoneNumber
customFieldsarray
Child Parameters
- customFields.classCode
- customFields.customField
- customFields.defaultValue
- customFields.description
- customFields.displayLabel
- customFields.editable
- customFields.fieldType
- customFields.id
- customFields.mandatory
- customFields.name
- customFields.options
- customFields.selectedOption
- customFields.value
descriptionstring
Description of the problem.
estimatedHoursinteger
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".
estimatedMinutesinteger
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".
extTicketIdstring
Attach an external ticket ID to the problem.
idstring
knowledgeArticleIdsarray
(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.
Child Parameters
knownIssueboolean
notesstring
oldPrioritystring
oldStatusstring
prioritystring
Priority of the problem.
priorityUpdatedByobject
Child Parameters
- priorityUpdatedBy.email
- priorityUpdatedBy.firstName
- priorityUpdatedBy.id
- priorityUpdatedBy.lastName
- priorityUpdatedBy.loginName
- priorityUpdatedBy.phoneNumber
priorityUpdatedDatestring
reOpenCountinteger
reasonstring
requesterobject
Child Parameters
- requester.email
- requester.firstName
- requester.id
- requester.lastName
- requester.loginName
- requester.phoneNumber
resolvedDatestring
resourcesarray
Child Parameters
- resources.aliasName
- resources.hostName
- resources.id
- resources.metaData
- resources.name
- resources.resourceName
- resources.resourceType
- resources.type
rootCausestring
Root cause of the problem.
slaDetailsobject
Child Parameters
- slaDetails.resolutionBreach
- slaDetails.resolutionBreachDate
- slaDetails.resolutionTime
- slaDetails.responseBreach
- slaDetails.responseBreachDate
- slaDetails.responseTime
- slaDetails.slaPolicy
sourcestring
statusstring
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".
statusFlowarray
Child Parameters
- statusFlow.createdDate
- statusFlow.notes
- statusFlow.reason
- statusFlow.status
- statusFlow.timeSpent
- statusFlow.updatedBy
statusUpdatedByobject
Child Parameters
- statusUpdatedBy.email
- statusUpdatedBy.firstName
- statusUpdatedBy.id
- statusUpdatedBy.lastName
- statusUpdatedBy.loginName
- statusUpdatedBy.phoneNumber
statusUpdatedDatestring
subjectstring
Subject of the problem.
suspendEndDatestring
tagsstring
ticketArisedTimestring
timeSpentinteger
updatedDatestring
workaroundstring
Temporary solution to solve the problem.
{
"alertIds": [],
"allowedStatus": [
{
"id": "1",
"name": "New",
"reasonsDefined": false,
"reasonsEnabled": false
},
{
"id": "2",
"name": "Open",
"reasonsDefined": true,
"reasonsEnabled": true
},
{
"id": "3",
"name": "Pending",
"reasonsDefined": true,
"reasonsEnabled": true
},
{
"id": "5",
"name": "Closed",
"reasonsDefined": true,
"reasonsEnabled": true
},
{
"id": "6",
"name": "On Hold",
"reasonsDefined": false,
"reasonsEnabled": true
}
],
"assignedUser": {
"email": "brocade@gmail.com",
"firstName": "Brocade",
"id": "USR0000000011",
"lastName": "Inc Admin",
"loginName": "brocade.Inc"
},
"assigneeGroup": {
"description": "Brocade Partner Users",
"id": 5,
"name": "Brocade Inc Users"
},
"attachedArticles": [
{
"id": 25,
"subject": "Frequently Asked Questions on Windows License"
},
{
"id": 16,
"subject": "Updated Windows Version"
}
],
"attachedRequests": [
{
"id": "INC0000001340"
},
{
"id": "INC0000001341"
},
{
"id": "INC0000001345"
},
{
"id": "INC0000001366"
}
],
"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": "OpsRamp",
"lastName": "Admin",
"loginName": "superadmin"
},
"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": "Windows license is expiring soon, need to renew the license.",
"extTicketId": "VNXC0090344",
"id": "SRQ0000001113",
"knowledgeArticleIds": [
25,
16
],
"oldPriority": "Low",
"oldStatus": "Open",
"priority": "High",
"priorityUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "OpsRamp",
"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": "OpsRamp",
"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",
"statusFlow": [
{
"createdDate": "2016-07-25T12:42:19+0000",
"status": "New",
"timeSpent": 1492634,
"updatedBy": {
"email": "john.s@domain.com",
"firstName": "John",
"lastName": "Smith",
"loginName": "John.Smith"
}
},
{
"createdDate": "2016-08-11T19:19:33+0000",
"notes": "resolution summary",
"reason": "Resolving as fixed",
"status": "Resolved",
"timeSpent": 18,
"updatedBy": {
"email": "sample@gmail.com",
"firstName": "john",
"lastName": "smith",
"loginName": "john.smith"
}
},
{
"createdDate": "2016-08-11T19:19:51+0000",
"reason": "Re-opening as per comments",
"status": "Open",
"timeSpent": 27,
"updatedBy": {
"email": "sample@gmail.com",
"firstName": "john",
"lastName": "smith",
"loginName": "john.smith"
}
},
{
"createdDate": "2016-08-12T07:47:46+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"
}
}
],
"statusUpdatedBy": {
"email": "escalationmails@gmail.com",
"firstName": "OpsRamp",
"lastName": "Admin",
"loginName": "superadmin"
},
"statusUpdatedDate": "2016-08-12T07:47:46+0000",
"subCategory": {
"id": 17,
"name": "High"
},
"subject": "Renewal of Windows License",
"ticketArisedTime": "",
"updatedDate": "2016-08-12T07:47:46+0000"
}
Endpoint
/api/v2/tenants/{tenantId}/serviceRequests/{serviceRequestId}
Updates a service request.
Path Parameters
tenantIdstring
serviceRequestIdstring
alertIdsarray
allowedStatusarray
Child Parameters
- allowedStatus.id
- allowedStatus.name
- allowedStatus.reasonsDefined
- allowedStatus.reasonsEnabled
applicationstring
Application from which the problem is generated.
assignedUserobject
Child Parameters
- assignedUser.email
- assignedUser.firstName
- assignedUser.id
- assignedUser.lastName
- assignedUser.loginName
- assignedUser.phoneNumber
assigneeGroupobject
Child Parameters
- assigneeGroup.description
- assigneeGroup.id
- assigneeGroup.name
- assigneeGroup.userCount
attachmentsarray
Child Parameters
- attachments.contentURL
- attachments.createdDate
- attachments.file
- attachments.id
- attachments.name
ccstring
Cc email.
channelIdinteger
clientobject
Child Parameters
- client.activated
- client.createdTime
- client.id
- client.name
- client.uniqueId
- client.updatedTime
closedDatestring
closedSummarystring
createdDatestring
createdUserobject
Child Parameters
- createdUser.email
- createdUser.firstName
- createdUser.id
- createdUser.lastName
- createdUser.loginName
- createdUser.phoneNumber
customFieldsarray
Child Parameters
- customFields.classCode
- customFields.customField
- customFields.defaultValue
- customFields.description
- customFields.displayLabel
- customFields.editable
- customFields.fieldType
- customFields.id
- customFields.mandatory
- customFields.name
- customFields.options
- customFields.selectedOption
- customFields.value
descriptionstring
Description of the problem.
estimatedHoursinteger
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".
estimatedMinutesinteger
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".
extTicketIdstring
Attach an external ticket ID to the problem.
idstring
knowledgeArticleIdsarray
(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.
Child Parameters
knownIssueboolean
notesstring
oldPrioritystring
oldStatusstring
prioritystring
Priority of the problem.
priorityUpdatedByobject
Child Parameters
- priorityUpdatedBy.email
- priorityUpdatedBy.firstName
- priorityUpdatedBy.id
- priorityUpdatedBy.lastName
- priorityUpdatedBy.loginName
- priorityUpdatedBy.phoneNumber
priorityUpdatedDatestring
reOpenCountinteger
reasonstring
requesterobject
Child Parameters
- requester.email
- requester.firstName
- requester.id
- requester.lastName
- requester.loginName
- requester.phoneNumber
resolvedDatestring
resourcesarray
Child Parameters
- resources.aliasName
- resources.hostName
- resources.id
- resources.metaData
- resources.name
- resources.resourceName
- resources.resourceType
- resources.type
rootCausestring
Root cause of the problem.
slaDetailsobject
Child Parameters
- slaDetails.resolutionBreach
- slaDetails.resolutionBreachDate
- slaDetails.resolutionTime
- slaDetails.responseBreach
- slaDetails.responseBreachDate
- slaDetails.responseTime
- slaDetails.slaPolicy
sourcestring
statusstring
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".
statusFlowarray
Child Parameters
- statusFlow.createdDate
- statusFlow.notes
- statusFlow.reason
- statusFlow.status
- statusFlow.timeSpent
- statusFlow.updatedBy
statusUpdatedByobject
Child Parameters
- statusUpdatedBy.email
- statusUpdatedBy.firstName
- statusUpdatedBy.id
- statusUpdatedBy.lastName
- statusUpdatedBy.loginName
- statusUpdatedBy.phoneNumber
statusUpdatedDatestring
subjectstring
Subject of the problem.
suspendEndDatestring
tagsstring
ticketArisedTimestring
timeSpentinteger
updatedDatestring
workaroundstring
Temporary solution to solve the problem.
{
"assignedUser": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2"
},
"assigneeGroup": {
"name": "API-Lab-Group-1"
},
"attachedRequests": [
{
"id": "INC0000001370"
},
{
"id": "INC0000001371"
},
{
"id": "INC0000001368"
}
],
"category": {
"id": 22
},
"cc": "testUser@gmail.com, tester@gmail.com",
"customFields": [
{
"id": "UDF0000003797",
"name": "api_lab_drop_down_3797",
"value": "1"
},
{
"id": "UDF0000003798",
"name": "api_lab_text_3798",
"value": "testing text field"
},
{
"id": "UDF0000003801",
"name": "api_lab_checkbox_3801",
"value": "1"
},
{
"id": "UDF0000003802",
"name": "api_lab_date_3802",
"value": "2016-03-28T10:10:00+0000"
}
],
"knowledgeArticleIds": [
25,
16
],
"location": "Testing@testLocation",
"notes": "Request Processing",
"priority": "High",
"reason": "Global open reason",
"requester": {
"id": "USR0000002147",
"loginName": "FSSL-API-Lab-User-2"
},
"resources": [
{
"id": "481af404-33a6-4d61-af77-c483ca6641fa"
},
{
"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
},
{
"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
}
],
"response": {
"attachments": [
{
"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
"name": "2.txt"
},
{
"file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
"name": "1.txt"
}
],
"creator": {
"id": "USR0000002146",
"loginName": "FSSL-API-Lab-User-1"
},
"description": "Adding Attachments to Service Request",
"internal": "false",
"tags": "API, ServiceRequest"
},
"status": "Open",
"subCategory": {
"id": 23
},
"tags": "API, Problem"
}
Responses
OK
alertIdsarray
allowedStatusarray
Child Parameters
- allowedStatus.id
- allowedStatus.name
- allowedStatus.reasonsDefined
- allowedStatus.reasonsEnabled
applicationstring
Application from which the problem is generated.
assignedUserobject
Child Parameters
- assignedUser.email
- assignedUser.firstName
- assignedUser.id
- assignedUser.lastName
- assignedUser.loginName
- assignedUser.phoneNumber
assigneeGroupobject
Child Parameters
- assigneeGroup.description
- assigneeGroup.id
- assigneeGroup.name
- assigneeGroup.userCount
attachmentsarray
Child Parameters
- attachments.contentURL
- attachments.createdDate
- attachments.file
- attachments.id
- attachments.name
ccstring
Cc email.
channelIdinteger
clientobject
Child Parameters
- client.activated
- client.createdTime
- client.id
- client.name
- client.uniqueId
- client.updatedTime
closedDatestring
closedSummarystring
createdDatestring
createdUserobject
Child Parameters
- createdUser.email
- createdUser.firstName
- createdUser.id
- createdUser.lastName
- createdUser.loginName
- createdUser.phoneNumber
customFieldsarray
Child Parameters
- customFields.classCode
- customFields.customField
- customFields.defaultValue
- customFields.description
- customFields.displayLabel
- customFields.editable
- customFields.fieldType
- customFields.id
- customFields.mandatory
- customFields.name
- customFields.options
- customFields.selectedOption
- customFields.value
descriptionstring
Description of the problem.
estimatedHoursinteger
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".
estimatedMinutesinteger
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".
extTicketIdstring
Attach an external ticket ID to the problem.
idstring
knowledgeArticleIdsarray
(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.
Child Parameters
knownIssueboolean
notesstring
oldPrioritystring
oldStatusstring
prioritystring
Priority of the problem.
priorityUpdatedByobject
Child Parameters
- priorityUpdatedBy.email
- priorityUpdatedBy.firstName
- priorityUpdatedBy.id
- priorityUpdatedBy.lastName
- priorityUpdatedBy.loginName
- priorityUpdatedBy.phoneNumber
priorityUpdatedDatestring
reOpenCountinteger
reasonstring
requesterobject
Child Parameters
- requester.email
- requester.firstName
- requester.id
- requester.lastName
- requester.loginName
- requester.phoneNumber
resolvedDatestring
resourcesarray
Child Parameters
- resources.aliasName
- resources.hostName
- resources.id
- resources.metaData
- resources.name
- resources.resourceName
- resources.resourceType
- resources.type
rootCausestring
Root cause of the problem.
slaDetailsobject
Child Parameters
- slaDetails.resolutionBreach
- slaDetails.resolutionBreachDate
- slaDetails.resolutionTime
- slaDetails.responseBreach
- slaDetails.responseBreachDate
- slaDetails.responseTime
- slaDetails.slaPolicy
sourcestring
statusstring
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".
statusFlowarray
Child Parameters
- statusFlow.createdDate
- statusFlow.notes
- statusFlow.reason
- statusFlow.status
- statusFlow.timeSpent
- statusFlow.updatedBy
statusUpdatedByobject
Child Parameters
- statusUpdatedBy.email
- statusUpdatedBy.firstName
- statusUpdatedBy.id
- statusUpdatedBy.lastName
- statusUpdatedBy.loginName
- statusUpdatedBy.phoneNumber
statusUpdatedDatestring
subjectstring
Subject of the problem.
suspendEndDatestring
tagsstring
ticketArisedTimestring
timeSpentinteger
updatedDatestring
workaroundstring
Temporary solution to solve the problem.
{
"alertIds": [],
"allowedStatus": [
{
"id": "3",
"name": "Pending",
"reasonsDefined": false,
"reasonsEnabled": true
},
{
"id": "4",
"name": "Resolved",
"reasonsDefined": false,
"reasonsEnabled": true
},
{
"id": "5",
"name": "Closed",
"reasonsDefined": true,
"reasonsEnabled": true
},
{
"id": "6",
"name": "On Hold",
"reasonsDefined": true,
"reasonsEnabled": true
}
],
"assignedUser": {
"email": "tester3@gmail.com",
"firstName": "FSSL",
"id": "USR0000002147",
"lastName": "API-Lab-2",
"loginName": "FSSL-API-Lab-User-2",
"phoneNumber": "9876543219"
},
"assigneeGroup": {
"id": 17,
"name": "API-Lab-Group-1",
"userCount": 2
},
"attachedArticles": [
{
"id": 25,
"subject": "Frequently Asked Questions on Windows License"
},
{
"id": 16,
"subject": "Updated Windows Version"
}
],
"attachedRequests": [
{
"id": "INC0000001370"
},
{
"id": "INC0000001371"
},
{
"id": "INC0000001368"
}
],
"cc": "testUser@gmail.com, tester@gmail.com",
"client": {
"activated": true,
"createdTime": "2012-10-09T11:49:34+0000",
"id": 7,
"name": "API Lab",
"uniqueId": "client_7",
"updatedTime": ""
},
"createdDate": "2016-03-29T11:32:08+0000",
"createdUser": {
"email": "john.smith@gmail.com",
"firstName": "John",
"id": "USR0000002095",
"lastName": "Smith",
"loginName": "John.Smith"
},
"description": "Windows license is expiring soon, need to renew the license.",
"extTicketId": "VNXC0090344",
"id": "SRQ0000001113",
"knowledgeArticleIds": [
25,
16
],
"oldPriority": "Low",
"oldStatus": "New",
"priority": "High",
"priorityUpdatedBy": {
"email": "john.smith@gmail.com",
"firstName": "John",
"id": "USR0000002095",
"lastName": "Smith",
"loginName": "John.Smith"
},
"priorityUpdatedDate": "2016-03-29T11:37:58+0000",
"reason": "Global Open Reason",
"requester": {
"email": "tester3@gmail.com",
"firstName": "FSSL",
"id": "USR0000002147",
"lastName": "API-Lab-2",
"loginName": "FSSL-API-Lab-User-2"
},
"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": 0,
"responseBreach": false,
"responseBreachDate": "",
"responseTime": 350
},
"source": "INTEGRATION",
"status": "Open",
"statusFlow": [
{
"createdDate": "2016-07-25T12:42:19+0000",
"status": "New",
"timeSpent": 1492634,
"updatedBy": {
"email": "sample_1@gmail.com",
"firstName": "user",
"lastName": "system",
"loginName": "System.User"
}
},
{
"createdDate": "2016-08-11T19:19:51+0000",
"reason": "Started Working",
"status": "Open",
"updatedBy": {
"email": "sample@gmail.com",
"firstName": "john",
"lastName": "smith",
"loginName": "john.smith",
"phoneNumber": "9985597783"
}
}
],
"statusUpdatedBy": {
"email": "john.smith@gmail.com",
"firstName": "John",
"id": "USR0000002095",
"lastName": "Smith",
"loginName": "John.Smith"
},
"statusUpdatedDate": "2016-03-29T11:37:58+0000",
"subject": "Renewal of Windows License",
"ticketArisedTime": "",
"updatedDate": "2016-03-29T11:37:58+0000"
}