Endpoint
/api/v2/tenants/{tenantId}/incidents

Note:

1. To Create Incident from alert use field alertId
2. ChangeRequest/Problem can attach to incident (one can only attach at a time, change request will takes the priority).
3. To Attach an incident use field parentId [Ex. "parentId" : "INC0000000965"]
4. For attachments, files must be converted to bytes stream and then encoded with base64
5. In the request parameters category, subCategory, businessImpact and urgency will take both id and uniqueId but any one is mandatory.

Path Parameters
tenantId
string

Describes the clientId of the tenant

alertIds
array

The list of alert ids attached to the incident.

allowedStatus
array

allowedStatus.id
allowedStatus.name
allowedStatus.reasonsDefined
allowedStatus.reasonsEnabled
assignedUser
object

assignedUser.email
assignedUser.firstName
assignedUser.id
assignedUser.lastName
assignedUser.loginName
assignedUser.phoneNumber
assigneeGroup
object

assigneeGroup.description
assigneeGroup.id
assigneeGroup.name
assigneeGroup.userCount
attachedArticles
array

attachedArticles.id
attachedArticles.subject
attachedRequests
array

Attach service requests to an incident. Use the search service requests to get list of service requests in a client.

attachedRequests.id
attachments
array

Attach files related to the change request. Convert attachment files to byte stream with base64-encoding. The file size limit of an attachment is 50 MB.

attachments.file
attachments.name
businessImpact
object

businessImpact.createdBy
businessImpact.createdDate
businessImpact.description
Short summary describing the business impact.
businessImpact.name
Business impact name.
businessImpact.uniqueId
businessImpact.updatedBy
businessImpact.updatedDate
category
object

Add the change request under a category. Use the get API to get the list of categories.

category.id
cc
string

Cc email.

changePlan
string

Description of the change plan.

changeRequest
object

Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

changeRequest.id
changeType
string

Normal or Emergency depending on the Priority of a change request. For example, create a change type Emergency for change requests that must be processed immediately or if Priority of a request is High.

channelId
string

client
object

client.activated
client.createdTime
client.id
client.name
client.uniqueId
client.updatedTime
closedSummary
string

consoles
array

consoles.consoleProtocol
Console protocol.
consoles.options
Console options.
consoles.type
Console type
createdDate
string

createdUser
object

createdUser.email
createdUser.firstName
createdUser.id
createdUser.lastName
createdUser.loginName
createdUser.phoneNumber
customFields
array

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
description
string

Ticket description.

dueDate
string

extTicketId
string

Attach third party ticket ID.

id
string

knowledgeArticleIds
array

Attach knowledge base articles related to the change request 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.

location
string

notes
string

oldPriority
string

oldStatus
string

parentId
string

Attach incident. Provide the incident ID as an attachment.

participantUsers
array

participantUsers.id
participantUsers.loginName
plannedEnd
string

plannedStart
string

policy
object

policy.active
policy.createdDate
policy.executionOrder
policy.id
policy.name
policy.policyType
policy.updatedDate
priority
string

Ticket priority with supported priority values: Low, Normal, High, Urgent, and Very Low.

priorityUpdatedBy
object

priorityUpdatedBy.email
priorityUpdatedBy.firstName
priorityUpdatedBy.id
priorityUpdatedBy.lastName
priorityUpdatedBy.loginName
priorityUpdatedBy.phoneNumber
priorityUpdatedDate
string

problem
object

Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

problem.id
reOpenCount
integer

requester
object

requester.email
requester.firstName
requester.id
requester.lastName
requester.loginName
requester.phoneNumber
resolutionSummary
string

resolveDate
string

resources
array

resources.aliasName
resources.hostName
resources.id
resources.metaData
resources.name
resources.resourceName
resources.resourceType
resources.type
rollbackPlan
string

Description of roll back plan.

schedule
object

schedule.endTime
Schedule end time.
schedule.pattern
Recurrence pattern.
schedule.startTime
Schedule start time.
schedule.timezone
Schedule time zone. The list of timezones are shown below. Example: "timezone": "America/Los_Angeles"
schedule.type
Schedule type.
serviceRestoreDate
string

slaDetails
object

slaDetails.resolutionBreach
slaDetails.resolutionBreachDate
slaDetails.resolutionTime
slaDetails.responseBreach
slaDetails.responseBreachDate
slaDetails.responseTime
slaDetails.slaPolicy
source
string

sourceEntityType
string

sourceEntityTypeId
string

sourcePolicyType
string

sourcePolicyTypeId
string

status
string

statusFlow
array

statusFlow.createdDate
statusFlow.notes
statusFlow.reason
statusFlow.status
statusFlow.timeSpent
statusFlow.updatedBy
statusUpdatedBy
object

statusUpdatedBy.email
statusUpdatedBy.firstName
statusUpdatedBy.id
statusUpdatedBy.lastName
statusUpdatedBy.loginName
statusUpdatedBy.phoneNumber
statusUpdatedDate
string

subCategory
object

Add the change request under a sub-category. Use get categories to get the list of sub-categories.

subCategory.id
subject
string

Ticket subject.

tags
string

testPlan
string

Description of test plan.

ticketArisedTime
string

toEmail
string

Email address of the user. An email notification is sent to the user.

updatedDate
string

urgency
object

urgency.id
workEnd
string

workStart
string

{
  "alertId": 0,
  "assignedUser": {
    "id": "USR0000002147",
    "loginName": "FSSL-API-Lab-User-2"
  },
  "assigneeGroup": {
    "name": "API-Lab-Group-1"
  },
  "attachedRequests": [
    {
      "id": "SRQ0000001388"
    },
    {
      "id": "SRQ0000001391"
    },
    {
      "id": "SRQ0000001394"
    },
    {
      "id": "SRQ0000001397"
    }
  ],
  "attachments": [
    {
      "file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
      "name": "2.txt"
    },
    {
      "file": "U2FtcGxlIFRleHQgZmlsZS0gdGVzdGluZyB3aXRoIGF0dGFjaG1lbnQ=",
      "name": "1.txt"
    }
  ],
  "businessImpact": {
    "id": "10",
    "uniqueId": "SIMPACT-a4b9c89f-87eb-4b64-a672-0967db2e4a6e"
  },
  "category": {
    "id": "24",
    "uniqueId": "SCAT-662b16e1-5373-44b2-a648-a8dc7cbb3fca"
  },
  "cc": "tester1@opsramp.com,escalate@opsramp.com",
  "changeRequest": {
    "id": "CHG0000001028"
  },
  "customFields": [
    {
      "id": "UDF0000003790",
      "name": "drop_down_api_lab_3790",
      "value": "2"
    },
    {
      "id": "UDF0000003791",
      "name": "text_api_lab_3791",
      "value": "request custom field - text"
    },
    {
      "id": "UDF0000003810",
      "name": "numeric_3810",
      "value": "10"
    },
    {
      "id": "UDF0000003792",
      "name": "multi_line_text_api_lab_3792",
      "value": "Third party ticket"
    },
    {
      "id": "UDF0000003794",
      "name": "checkbox_api_lab_3794",
      "value": "1"
    },
    {
      "id": "UDF0000003795",
      "name": "date_ap_lab_3795",
      "value": "2016-02-26T00:00:00+0000"
    },
    {
      "id": "UDF0000003796",
      "name": "datetime_api_lab_3796",
      "value": "2016-02-26T12:13:00+0000"
    }
  ],
  "description": "LAN cable is not working properly",
  "dueDate": "2016-03-26T06:43:00+0000",
  "extTicketId": "000042526342",
  "knowledgeArticleIds": [
    "KB0000000025",
    "KB0000000016"
  ],
  "parentId": "INC0000001029",
  "priority": "Low",
  "problem": {
    "id": "PRB0000001112"
  },
  "requester": {
    "id": "USR0000002146",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "resources": [
    {
      "id": "481af404-33a6-4d61-af77-c483ca6641fa"
    },
    {
      "id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208"
    },
    {
      "id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e"
    }
  ],
  "subCategory": {
    "id": "25",
    "uniqueId": "SCAT-26d14886-c60e-4774-9aa4-76a465962404"
  },
  "subject": "LAN Cable is not working in office",
  "ticketArisedTime": "2016-02-26T06:43:00+0000",
  "toEmail": "tester2@opsramp.com, escalate@opsramp.com",
  "urgency": {
    "id": "25",
    "uniqueId": "SURG-a2305ea1-9350-4606-9b58-7e57c692414f"
  }
}

Responses

OK

alertIds
array

The list of alert ids attached to the incident.

allowedStatus
array

allowedStatus.id
allowedStatus.name
allowedStatus.reasonsDefined
allowedStatus.reasonsEnabled
assignedUser
object

assignedUser.email
assignedUser.firstName
assignedUser.id
assignedUser.lastName
assignedUser.loginName
assignedUser.phoneNumber
assigneeGroup
object

assigneeGroup.description
assigneeGroup.id
assigneeGroup.name
assigneeGroup.userCount
attachedArticles
array

attachedArticles.id
attachedArticles.subject
attachedRequests
array

Attach service requests to an incident. Use the search service requests to get list of service requests in a client.

attachedRequests.id
attachments
array

Attach files related to the change request. Convert attachment files to byte stream with base64-encoding. The file size limit of an attachment is 50 MB.

attachments.file
attachments.name
businessImpact
object

businessImpact.createdBy
businessImpact.createdDate
businessImpact.description
Short summary describing the business impact.
businessImpact.name
Business impact name.
businessImpact.uniqueId
businessImpact.updatedBy
businessImpact.updatedDate
category
object

Add the change request under a category. Use the get API to get the list of categories.

category.id
cc
string

Cc email.

changePlan
string

Description of the change plan.

changeRequest
object

Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

changeRequest.id
changeType
string

Normal or Emergency depending on the Priority of a change request. For example, create a change type Emergency for change requests that must be processed immediately or if Priority of a request is High.

channelId
string

client
object

client.activated
client.createdTime
client.id
client.name
client.uniqueId
client.updatedTime
closedSummary
string

consoles
array

consoles.consoleProtocol
Console protocol.
consoles.options
Console options.
consoles.type
Console type
createdDate
string

createdUser
object

createdUser.email
createdUser.firstName
createdUser.id
createdUser.lastName
createdUser.loginName
createdUser.phoneNumber
customFields
array

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
description
string

Ticket description.

dueDate
string

extTicketId
string

Attach third party ticket ID.

id
string

knowledgeArticleIds
array

Attach knowledge base articles related to the change request 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.

location
string

notes
string

oldPriority
string

oldStatus
string

parentId
string

Attach incident. Provide the incident ID as an attachment.

participantUsers
array

participantUsers.id
participantUsers.loginName
plannedEnd
string

plannedStart
string

policy
object

policy.active
policy.createdDate
policy.executionOrder
policy.id
policy.name
policy.policyType
policy.updatedDate
priority
string

Ticket priority with supported priority values: Low, Normal, High, Urgent, and Very Low.

priorityUpdatedBy
object

priorityUpdatedBy.email
priorityUpdatedBy.firstName
priorityUpdatedBy.id
priorityUpdatedBy.lastName
priorityUpdatedBy.loginName
priorityUpdatedBy.phoneNumber
priorityUpdatedDate
string

problem
object

Attach a problem or change request related to the incident. Only a single change request or problem can be attached to an incident.

problem.id
reOpenCount
integer

requester
object

requester.email
requester.firstName
requester.id
requester.lastName
requester.loginName
requester.phoneNumber
resolutionSummary
string

resolveDate
string

resources
array

resources.aliasName
resources.hostName
resources.id
resources.metaData
resources.name
resources.resourceName
resources.resourceType
resources.type
rollbackPlan
string

Description of roll back plan.

schedule
object

schedule.endTime
Schedule end time.
schedule.pattern
Recurrence pattern.
schedule.startTime
Schedule start time.
schedule.timezone
Schedule time zone. The list of timezones are shown below. Example: "timezone": "America/Los_Angeles"
schedule.type
Schedule type.
serviceRestoreDate
string

slaDetails
object

slaDetails.resolutionBreach
slaDetails.resolutionBreachDate
slaDetails.resolutionTime
slaDetails.responseBreach
slaDetails.responseBreachDate
slaDetails.responseTime
slaDetails.slaPolicy
source
string

sourceEntityType
string

sourceEntityTypeId
string

sourcePolicyType
string

sourcePolicyTypeId
string

status
string

statusFlow
array

statusFlow.createdDate
statusFlow.notes
statusFlow.reason
statusFlow.status
statusFlow.timeSpent
statusFlow.updatedBy
statusUpdatedBy
object

statusUpdatedBy.email
statusUpdatedBy.firstName
statusUpdatedBy.id
statusUpdatedBy.lastName
statusUpdatedBy.loginName
statusUpdatedBy.phoneNumber
statusUpdatedDate
string

subCategory
object

Add the change request under a sub-category. Use get categories to get the list of sub-categories.

subCategory.id
subject
string

Ticket subject.

tags
string

testPlan
string

Description of test plan.

ticketArisedTime
string

toEmail
string

Email address of the user. An email notification is sent to the user.

updatedDate
string

urgency
object

urgency.id
workEnd
string

workStart
string

{
  "alertIds": [],
  "allowedStatus": [
    {
      "id": "2",
      "name": "Open",
      "reasonsDefined": true,
      "reasonsEnabled": true
    },
    {
      "id": "3",
      "name": "Pending",
      "reasonsDefined": false,
      "reasonsEnabled": true
    },
    {
      "id": "4",
      "name": "Resolved",
      "reasonsDefined": false,
      "reasonsEnabled": true
    },
    {
      "id": "5",
      "name": "Closed",
      "reasonsDefined": false,
      "reasonsEnabled": true
    },
    {
      "id": "6",
      "name": "On Hold",
      "reasonsDefined": true,
      "reasonsEnabled": true
    }
  ],
  "assignedUser": {
    "email": "tester3@opsramp.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": "KB0000000025",
      "subject": "sample article"
    },
    {
      "id": "KB0000000016",
      "subject": "test article SLA"
    }
  ],
  "attachedRequests": [
    {
      "id": "SRQ0000001388"
    },
    {
      "id": "SRQ0000001391"
    },
    {
      "id": "SRQ0000001394"
    },
    {
      "id": "SRQ0000001397"
    }
  ],
  "businessImpact": {
    "description": "Impact level 2",
    "id": 10,
    "name": "Impact 2"
  },
  "category": {
    "id": 39345,
    "name": "Hardware",
    "uniqueId": "SCAT-662b16e1-5373-44b2-a648-a8dc7cbb3fca"
  },
  "cc": "tester1@opsramp.com,escalate@opsramp.com",
  "client": {
    "activated": true,
    "createdTime": "2012-10-09T11:49:34+0000",
    "id": 7,
    "name": "API Lab",
    "uniqueId": "client_7",
    "updatedTime": ""
  },
  "createdDate": "2016-03-29T12:20:15+0000",
  "createdUser": {
    "email": "opsLab@opsramp.com",
    "firstName": "Ops Admin",
    "id": "USR0000002095",
    "lastName": " ",
    "loginName": "ops_admin_user"
  },
  "customFields": [
    {
      "classCode": "INCIDENT",
      "defaultValue": "",
      "description": "all partners",
      "displayLabel": "text field",
      "editable": true,
      "fieldType": "TYPE_TEXT",
      "id": "UDF0000003808",
      "mandatory": false,
      "name": "text_field_3808",
      "value": "available"
    },
    {
      "classCode": "INCIDENT",
      "defaultValue": "",
      "description": "testing numeric",
      "displayLabel": "numeric",
      "editable": true,
      "fieldType": "TYPE_NUMBER",
      "id": "UDF0000003810",
      "mandatory": false,
      "name": "numeric_3810",
      "value": "120"
    },
    {
      "classCode": "INCIDENT",
      "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": "INCIDENT",
      "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": "INCIDENT",
      "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": "INCIDENT",
      "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": "INCIDENT",
      "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": "LAN cable is not working properly",
  "dueDate": "2016-03-26T12:13:00+0000",
  "extTicketId": "000042526342",
  "id": "INC0000001114",
  "knowledgeArticleIds": [
    "KB0000000025",
    "KB0000000016"
  ],
  "oldPriority": "Low",
  "oldStatus": "New",
  "priority": "Low",
  "priorityUpdatedBy": {
    "email": "tester@opsramp.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "priorityUpdatedDate": "2016-03-29T12:20:15+0000",
  "requester": {
    "email": "tester@opsramp.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "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"
    }
  ],
  "serviceRestoreDate": "2016-03-26T12:13:00+0000",
  "slaDetails": {
    "resolutionBreach": false,
    "resolutionBreachDate": "",
    "resolutionTime": 0,
    "responseBreach": false,
    "responseBreachDate": "",
    "responseTime": 0
  },
  "source": "INTEGRATION",
  "sourceEntityType": "INCIDENT",
  "sourceEntityTypeId": "000042526342",
  "status": "New",
  "statusFlow": [
    {
      "createdDate": "2016-07-25T12:42:19+0000",
      "status": "New",
      "updatedBy": {
        "email": "sample@opsramp.com",
        "firstName": "Ops Admin",
        "lastName": " ",
        "loginName": "ops_admin_user"
      }
    }
  ],
  "statusUpdatedBy": {
    "email": "tester@opsramp.com",
    "firstName": "FSSL",
    "id": "USR0000002146",
    "lastName": "API-Lab",
    "loginName": "FSSL-API-Lab-User-1"
  },
  "statusUpdatedDate": "2016-03-29T12:20:15+0000",
  "subCategory": {
    "id": 39346,
    "name": "CPU",
    "uniqueId": "SCAT-26d14886-c60e-4774-9aa4-76a465962404"
  },
  "subject": "LAN Cable is not working in office",
  "ticketArisedTime": "2016-02-26T12:13:00+0000",
  "toEmail": "tester2@opsramp.com, escalate@opsramp.com",
  "updatedDate": "2016-03-29T12:20:16+0000",
  "urgency": {
    "description": "Urgency level 1",
    "id": 25,
    "name": "Urgency 1"
  }
}