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Search time bound requests

This endpoint is used to search for time bound requests.

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URL

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

Sample URLs

https://{api-url}/api/v2/tenants/client_1000/timeBoundRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129
https://{api-url}/api/v2/tenants/msp_100/timeBoundRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000234

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
uniqueIdNATime bound request ID.
Example: TBT0000000254
statusNew, Open, Pending, Resolved, Closed, On HoldCurrent status of time bound request.
priorityLow, Normal, High, Urgent, Very LowCurrent priority of time bound request.
Example: High
subjectNAA short summary of time bound request.
Example: REST API support for ITSM
assignedToNAUser who has been assigned time bound request.
Example: USR0000000011
requesterNARequester or submitter of the time bound request.
Example: USR0000000001
startCreationDateNAFilter time bound 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 time bound 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 status of the time bound request.
Example: Open
oldPriorityLow, Normal, High, Urgent, Very LowPrevious priority of time bound request.
Example: High
deviceIdNAUnique ID of the device.
Example: 481af404-33a6-4d61-af77-c483ca6641fa
sourcePORTAL, INTEGRATION, MOBILE, EMAILSource of the time bound request.
sourcePolicyTypeAUTOINCIDENT, INTEGRATIONSource policy type of the time bound request.
firstContactFixtrue, falseRequest fixed without assigning to another group.
Example: true
assigneeGroupIdsNAID of the group to which the time bound request is assigned.
Example: 1, 2, 3
minResponseTimeNAMinimum response time of request.
Example: 300 (Time in seconds)
maxResponseTimeNAMaximum response time of request.
Example: 600 (Time in seconds)
minResolutionTimeNAMinimum resolution time of request.
Example: 3600 (Time in seconds)
maxResolutionTimeNAMaximum resolution time of request.
Example: 7200 (Time in seconds)
minReOpensNAMinimum number of times the request is reopened.
Example: 5
maxReOpensNAMaximum number of times the request is reopened.
Example: 8
startClosedDateNAFilter time bound request with the closed date. Provide from date.
Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDateNAProvide to date.
Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDateNAFilter time bound 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.

Status code

200 OK

Sample response

{
	"results": [{
			"id": "TBT0000000307",
			"subject": "Request for deleting expired tickets",
			"description": "Some tickets are expired and not at all needed. We need support for deleting those tickets",
			"status": "Open",
			"oldStatus": "On Hold",
			"priority": "Low",
			"oldPriority": "Low",
			"requester": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1235"
			},
			"assignedUser": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@oragnization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1235"
			},
			"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"
				}
			],
			"extTicketId": "TBT0000000259",
			"cc": "test@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "john.bolt",
				"lastName": "Bolt",
				"firstName": "John",
				"email": "john.bolt@admin.com"
			},
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-08-28T10:16:44+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,FILETRANSFER"
				},
				{
					"consoleProtocol": "TELNET",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,DISKSHARE"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"sourcePolicyType": "INTEGRATION",
			"updatedDate": "2016-11-02T10:18:25+0000",
			"priorityUpdatedBy": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1234"
			},
			"priorityUpdatedDate": "2016-11-02T10:16:44+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com",
				"phoneNumber": "999-225-1234"
			},
			"statusUpdatedDate": "2016-11-02T10:18:25+0000",
			"resolvedDate": "2016-11-02T10:18:12+0000",
			"slaDetails": {
				"resolutionTime": 103,
				"responseTime": 65,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "INTEGRATION",
			"sourceEntityTypeId": "TBT0000000259",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-10-10T17:45:00+0000",
				"endTime": "2016-11-20T15:05:00+0000"
			}
		},
		{
			"id": "TBT0000000254",
			"subject": "REST API support for ITSM",
			"description": "Rest api's support needed for itsm services",
			"status": "Closed",
			"oldStatus": "Open",
			"priority": "Low",
			"oldPriority": "Urgent",
			"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"
			},
			"resources": [{
				"id": "a17d1896-d18a-4d3e-ae6e-e00465770119",
				"name": "SVR-DEMO",
				"type": "DEVICE"
			}],
			"cc": "brocade@gmail.com, escalationmails@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Close TBR",
			"alertIds": [],
			"reOpenCount": 1,
			"createdDate": "2016-08-17T08:32:36+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000023",
					"loginName": "brocadeLabBusiness@organization.com"
				},
				{
					"id": "USR0000000015",
					"loginName": "brocadeCAdmin@organization.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:33:37+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:33:10+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:33:37+0000",
			"closedDate": "2016-08-12T08:33:37+0000",
			"slaDetails": {
				"resolutionTime": 37,
				"responseTime": 22,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "recurring",
				"startTime": "2016-08-12T04:02:00+0000",
				"endTime": "2016-08-30T19:19:00+0000",
				"pattern": {
					"dayOfWeek": "every weekday"
				}
			}
		},
		{
			"id": "TBT0000000253",
			"subject": "Support for service catalog items",
			"description": "Service catalog items support should avail in 5.0 release",
			"status": "On Hold",
			"oldStatus": "Pending",
			"priority": "High",
			"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": "a17d1896-d18a-4d3e-ae6e-e00465770119",
					"name": "SVR-DEMO",
					"type": "DEVICE"
				},
				{
					"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": "On hold TBR",
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-08-12T08:30:18+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000011",
					"loginName": "brocadeInc@organization.com"
				},
				{
					"id": "USR0000000013",
					"loginName": "brocadePAdmin@gmail.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:30:53+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:30:41+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:30:53+0000",
			"slaDetails": {
				"resolutionTime": 23,
				"responseTime": 0,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-08-14T18:00:00+0000",
				"endTime": "2016-08-30T19:00:00+0000"
			}
		},
		{
			"id": "TBT0000000245",
			"subject": "Halt for Device maintenance Services",
			"description": "No Device maintenance window should be available for the given time period.",
			"status": "Resolved",
			"oldStatus": "Open",
			"priority": "Low",
			"oldPriority": "Normal",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000013",
				"loginName": "brocadePAdmin@gmail.com",
				"lastName": "Inc PAdmin",
				"firstName": "Brocade",
				"email": "brocadePAdmin@gmail.com"
			},
			"resources": [{
				"id": "43d49023-4c47-4dbf-a59b-9c40610e1ab8",
				"name": "VTHLPT005",
				"type": "DEVICE"
			}],
			"cc": "escalationmails@gmail.com, brocade@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Resolve TBR",
			"alertIds": [],
			"reOpenCount": 2,
			"createdDate": "2016-08-08T06:35:11+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,FILETRANSFER"
				},
				{
					"consoleProtocol": "TELNET",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,DISKSHARE"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000011",
					"loginName": "brocadeInc@organization.com"
				},
				{
					"id": "USR0000000013",
					"loginName": "brocadePAdmin@gmail.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:28:22+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:24:26+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:27:05+0000",
			"resolvedDate": "2016-08-12T08:27:05+0000",
			"slaDetails": {
				"resolutionTime": 352296,
				"responseTime": 352259,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-08-09T10:00:00+0000",
				"endTime": "2016-09-30T20:00:00+0000"
			}
		}
	],
	"totalResults": 4,
	"orderBy": "ticket.id",
	"pageNo": 1,
	"pageSize": 10,
	"totalPages": 1,
	"nextPage": false,
	"previousPageNo": 0,
	"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:

Sample responses

"customFields": [{
			"id": "UDF0000003808",
			"classCode": "ACSTICKET",
			"displayLabel": "text field",
			"name": "text_field_3808",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "all partners",
			"value": "available",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003810",
			"classCode": "ACSTICKET",
			"displayLabel": "numeric",
			"name": "numeric_3810",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "testing numeric",
			"value": "120",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003790",
			"classCode": "ACSTICKET",
			"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": "ACSTICKET",
			"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": "ACSTICKET",
			"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": "ACSTICKET",
			"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": "ACSTICKET",
			"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": "ACSTICKET",
			"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": "ACSTICKET",
			"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"
		}
]

For include=statusFlow

"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-08-12T12:42:19+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": "2016-08-11T19:19:33+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "smith",
				"firstName": "john",
				"email": "john@gmail.com"
			}
		},
		{
			"status": "Pending",
			"timeSpent": 13,
			"reason": "Waiting for customer inputs",
			"createdDate": "2016-08-22T10:04:31+0000",
			"updatedBy": {
				"id": "USR0000000018",
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SP",
				"email": "sample@gmail.com"
			}
		},
		{
			"status": "On Hold",
			"reason": "On hold TBR",
			"createdDate": "2016-08-22T10:04:44+0000",
			"updatedBy": {
				"id": "USR0000000018",
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SP",
				"email": "sample@gmail.com"
			}
		}
]