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Search service requests

This endpoint is used to search for service requests.

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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:

FieldDefault 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.

Query variables

Query VariableValuesDescription
uniqueIdNAID of the service request.
Example: CHG0000002401
statusNew, Open, Pending, Resolved, Closed, On HoldCurrent status of service request.
Example: Resolved
priorityLow, Normal, High, Urgent, Very LowCurrent priority of service request.
Example: High
subjectNAA short summary service request.
Example: System uptime is critical
assignedToNAUser who has been assigned service request.
Example: USR0000000001
requesterNARequester of the service request.
Example: USR0000000001
startCreationDateNAFilter service request with creation date. Provide from date.
Example: 2016-07-25T07:12:19 0000(GMT)
endCreationDateNAProvide to date.
Example: 2016-07-28T07:12:19 0000 (GMT)
startUpdationDateNAFilter service request with updation date. Provide from date.
Example: 2016-08-11T13:50:18 0000(GMT)
endUpdationDateNAProvide to date.
Example: 2016-08-15T10:40:20 0000 (GMT)
oldStatusNew, Open, Pending, Resolved,On HoldPrevious state of the service request.
Example: Open
oldPriorityLow, Normal, High, Urgent, Very LowPrevious priority of the service request.
Example: High
deviceIdNAUnique ID of the device.
Example: 481af404-33a6-4d61-af77-c483ca6641fa
sourcePORTAL, INTEGRATION, MOBILE, EMAILSource of the service request.
sourcePolicyTypeAUTOINCIDENT, INTEGRATIONSource policy type of the service request.
firstContactFixtrue, falseRequest fixed without assigning to another group.
Example: true
startResponseBreachDateNAFilter service request with response breach date. Provide from date.
Example: 2016-08-25T08:12:19+0000 (GMT)
endResponseBreachDateNAProvide to date.
Example: 2016-09-28T10:40:20 0000 (GMT)
startResolutionBreachDateNAFilter service request with resolution breach date. Provide from date.
Example: 2016-08-25T08:12:19 0000 (GMT)
endResolutionBreachDateNAProvide to date.
Example: 2016-09-29T10:40:20 0000 (GMT)
responseBreachtrue, falseResponse to service request beyond the time limit.
Example: false
resolutionBreachtrue, falseService request fixed within the time limit.
Example: true
assigneeGroupIdsNAID of the group to which the service request is assigned.
Example: 1, 2, 3
minResponseTimeNAMinimum response time service request.
Example: 300 (time in seconds)
maxResponseTimeNAMaximum response time service request.
Example: 600 (time in seconds)
minResolutionTimeNAMinimum resolution time of service request.
Example: 3600 (time in seconds)
maxResolutionTimeNAMaximum resolution time service request.
Example: 7200 (time in seconds)
minReOpensNAMinimum number of times the service request is reopened.
Example: 5
maxReOpensNAMaximum number of times the service request is reopened.
Example: 8
startClosedDateNAFilter service request with the closed date. Provide from closed date.
Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDateNAProvide to closed date.
Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDateNAFilter service request with the resolved date. Provide from resolved date.
Example: 2016-08-12T06:49:59 0000 (GMT)
endResolvedDateNAProvide to resolved date.
Example: 2016-08-14T07:49:59 0000 (GMT)
extTicketIdNAExternal ticket ID.

NA indicates that the value is not applicable.

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"
			}
		}
	]
}