Incident API

Interact with Incident records in ServiceNow through the ServiceNow Table API.

More information: https://it.byu.edu
Contact Info: api@byu.edu

Base URL: /domains/servicenow/incident

Version: v1.1

Schemes: https

Summary

Path Operation Description
/incident* GET

returns a list of Incident records

POST

creates a new Incident record

/incident/{sys_id}* GET

returns a single Incident record

PUT

updates a single Incident record

Paths

returns a list of Incident records

GET /incident*

sysparm_query

An encoded query string used to filter the results. To generate an encoded query for the results you want, go to the list view of the table in ServiceNow and create your filter. Then right click on the last filter in the breadcrumb style filter list and select 'Copy Query'. That is the query to use here. On most tables, passing 'active=true' will return only active records.

query string
sysparm_display_value

Pass 'true' to return the display value of the record, pass 'false' to get the sys_id of the record, or pass 'all' to get both for reference fields.

query string false
sysparm_exclude_reference_link

True to exclude Table API links for reference fields.

query string
sysparm_suppress_pagination_header

True to supress pagination header.

query string true
sysparm_fields

A comma-separated list of fields to return in the response. Defaults to a list that will just get form fields

query string u_case_info,opened_at,opened_by,sys_created_on,closed_at,closed_by,sys_updated_on,sys_updated_by,u_severity,u_reach,u_sensitivity,u_work_status,u_impact_score,u_urgency_score,u_priority_notes,number,caller_id,priority,u_incident_coordinator,state,u_closure_code,u_transfer_code,u_pending_code,u_pending_due_date,u_service,assignment_group,assigned_to,parent,short_description,description,u_incident_watchlist,watch_list,u_building,u_room,urgency,comments,work_notes,u_prioritization,sys_created_by,assignment_group.u_business_unit,u_department,category,u_subcategory,u_data_classification,u_information_breached_exfiltrated,u_date_of_incident,u_quick_facts_description,u_financial_impact_descriptions,u_potential_risk_choice,u_actual_risk_choice,u_overall_risk_impact,u_resource_affected,u_resource_purpose,u_owner_contract,u_method_used,u_how_discovered,u_info_breached,u_link_to_full_report,problem_id,rfc,caused_by,cmdb_ci,u_work_phone,u_email,u_symptom_category,u_monitoring_check,u_enhancement,u_caused_by,u_solution_kb,u_kb_articles,u_resolution_source,u_other_source,u_entry_type,u_work_log,u_public_work_log,u_resolution,u_action,u_action.u_ci_type,u_ci_name,u_attribute,u_source,u_caller_net_id,u_represented_by,caller_id.vip,caller_id.u_flags,caller_id.u_work_address,caller_id.u_residential_address,u_service.u_location_required,u_resolution_service,caller_id.user_name,u_qualtrics_response_id,u_feedback,u_follow_up_notes,due_date,u_confirmation_method,u_isparent,u_financial_impact,u_compliance,u_feedback_question_1,u_feedback_question_2
sysparm_limit

The maximum number of results returned per page.

query string 10,000
sysparm_view

Render the response according to the specified UI view (overridden by sysparm_fields).

query string

application/json

200 OK

Success with response body.

result: object[]
object
{
"assigned_to": "",
"assignment_group": "SS-OPS-O&S",
"caller_id": "Matt Berteaux",
"category": "Inquiry / Help",
"caused_by": "",
"closed_at": "2014-04-24 13:05:31",
"closed_by": "Cinthya Del Valle Rosendo",
"cmdb_ci": "",
"comments": "",
"description": "RoomView reported the check Online Status on JRCB 205 is MAJOR with the following output: \r\n\r\nRoomView has lost contact with the Crestron unit",
"due_date": "2011-07-05 09:49:30",
"number": "INC0000034",
"opened_at": "2011-06-30 09:49:30",
"opened_by": "Matt Berteaux",
"parent": "",
"priority": "4 - Low",
"problem_id": "",
"rfc": "",
"short_description": "RoomView: Online Status on JRCB 205 is MAJOR",
"state": "Confirmed Complete",
"sys_created_by": "managed-objects",
"sys_created_on": "2011-06-30 09:49:30",
"sys_updated_by": "delci",
"sys_updated_on": "2015-09-11 10:30:40",
"u_action": "Completed",
"u_actual_risk_choice": "",
"u_attribute": "tested",
"u_building": "JRCB",
"u_caller_net_id": "mattyb67",
"u_case_info": "",
"u_caused_by": "",
"u_ci_name": "podium",
"u_closure_code": "Resolved",
"u_compliance": "false",
"u_confirmation_method": "Passive",
"u_data_classification": "",
"u_date_of_incident": "",
"u_department": "OIT Infrastructure Tools",
"u_email": "matt_berteaux@byu.edu",
"u_enhancement": "ENH0004316",
"u_entry_type": "",
"u_feedback": "",
"u_feedback_question_1": "",
"u_feedback_question_2": "",
"u_financial_impact": "false",
"u_financial_impact_descriptions": "",
"u_follow_up_notes": "",
"u_how_discovered": "",
"u_impact_score": "1",
"u_incident_coordinator": "",
"u_incident_watchlist": "",
"u_info_breached": "",
"u_information_breached_exfiltrated": "false",
"u_isparent": "false",
"u_kb_articles": "",
"u_link_to_full_report": "",
"u_method_used": "",
"u_monitoring_check": "Unknown Check",
"u_other_source": "",
"u_overall_risk_impact": "",
"u_owner_contract": "",
"u_pending_code": "",
"u_pending_due_date": "",
"u_potential_risk_choice": "",
"u_prioritization": "800",
"u_priority_notes": "\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n
\r\n\t\t\t

Severity

\r\n
Very LowNot a critical service
LowOne critical service affected, not down
MediumOne critical service down
HighMultiple critical services affected, not down
ExtremeMultiple critical services down
\r\n\t\t
\r\n\t\t\t

Reach

Very LowSingle individual
LowSingle department
MediumSingle college
HighMultiple departments
ExtremeEntire campus
\r\n\t\t
\r\n\t\t\t

Sensitivity Window

Very LowCurrent maintenance window (scheduled downtime) - No deadline mentioned
LowHoliday or weekend & service not likely being used - Deadline more than a week out
MediumStandard business needs - Deadline 3 days away
HighSpecial business needs - Deadline tomorrow
ExtremeHigh utilization period (1st day of school, payroll processing, priority registration, etc.) - Deadline 4 hour or less
\r\n\t\t
\r\n\t\t\t

Work Status

Very LowWorkaround exists
LowWorkaround exists but efficiency impacted
MediumNo workaround and work can get done but slightly slow
HighNo workaround - Work can get done, but significantly slow
ExtremeWork stoppage
\r\n\t\t
"
,
"u_public_work_log": "2011-06-30 16:01:01 - Michael Hatch (Old Public Work Log)\n This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Public Work Log)\nreply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_qualtrics_response_id": "",
"u_quick_facts_description": "",
"u_reach": "Very Low",
"u_represented_by": "",
"u_resolution": "",
"u_resolution_service": "",
"u_resolution_source": "",
"u_resource_affected": "",
"u_resource_purpose": "",
"u_room": "205",
"u_sensitivity": "Very Low",
"u_service": "TEC Room",
"u_severity": "Very Low",
"u_solution_kb": "",
"u_source": "Monitoring",
"u_subcategory": "",
"u_symptom_category": "Monitoring Alert",
"u_transfer_code": "",
"u_urgency_score": "1",
"u_work_log": "2014-04-24 13:05:31 - Cinthya Del Valle Rosendo (Old Work Log)\n(System)Enhancement ENH0004316 created\n\n2013-06-25 14:06:58 - Dave Bishop (Old Work Log)\n(Internal Comment) added Building and Room\n\n2013-06-25 14:06:00 - Dave Bishop (Old Work Log)\n(Internal Comment) test\n\n2011-07-09 00:00:19 - System (Old Work Log)\n(System)Incident automatically closed after 8 days in the Closed state.\n\n2011-06-30 16:01:01 - Michael Hatch (Old Work Log)\n(Closing Comments) This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Work Log)\n(User Comment) reply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_work_phone": "234",
"u_work_status": "Very Low",
"urgency": "3 - Low",
"watch_list": "",
"work_notes": ""
}
u_case_info: string

Case Info field from the incident form

opened_at: string (date-time)

Opened date field from the incident form

opened_by: string (32 to 32 chars)

Opened by field from the incident form

sys_created_on: string (date-time)

Created field from the incident form

closed_at: string (date-time)

Closed field from the incident form

closed_by: string (32 to 32 chars)

Closed by field from the incident form

sys_updated_on: string (date-time)

Updated field from the incident form

sys_updated_by: string

Updated by field from the incident form

u_severity: string

Severity field from the incident form

u_reach: string

Reach field from the incident form

u_sensitivity: string

Sensitivity field from the incident form

u_work_status: string

Work Status field from the incident form

u_impact_score: integer (int32)

Impact Score field from the incident form

u_urgency_score: integer (int32)

Urgency Score field from the incident form

u_priority_notes: string

Priority Notes field from the incident form

number: string

Number field from the incident form

caller_id: string (32 to 32 chars)

Caller field from the incident form

priority: integer (int32)

Priority field from the incident form

u_incident_coordinator: string (32 to 32 chars)

Incident Coordinator field from the incident form

state: integer (int32)

State field from the incident form

u_closure_code: string

Closure Code field from the incident form

u_transfer_code: string

Transfer Code field from the incident form

u_pending_code: string

Pending Code field from the incident form

u_pending_due_date: string (date)

Pending due date field from the incident form

u_service: string (32 to 32 chars)

Symptom Service field from the incident form

assignment_group: string (32 to 32 chars)

Assignment group field from the incident form

assigned_to: string (32 to 32 chars)

Assigned To field from the incident form

parent: string (32 to 32 chars)

Parent field from the incident form

short_description: string

Short Description field from the incident form

description: string

Description field from the incident form

u_incident_watchlist: string

OIT Watch List field from the incident form

watch_list: string

Caller Watch List field from the incident form

u_building: string (32 to 32 chars)

Building field from the incident form

u_room: string (32 to 32 chars)

Room field from the incident form

urgency: integer (int32)

Urgency field from the incident form

comments: string

Work Log field from the incident form

work_notes: string

Internal Notes field from the incident form

u_prioritization: integer (int32)

Rank field from the incident form

sys_created_by: string

Created by field from the incident form

u_department: string

Department field from the incident form

category: string

Category field from the incident form

u_subcategory: string

Subcategory field from the incident form

u_data_classification: string

Data Classification field from the incident form

u_information_breached_exfiltrated: boolean

Information Breached (exfiltrated) field from the incident form

u_date_of_incident: string (date)

Date of Incident field from the incident form

u_quick_facts_description: string

Quick Facts Description field from the incident form

u_financial_impact_descriptions: string

Financial Impact Descriptions field from the incident form

u_potential_risk_choice: string

Potential Risk Choice field from the incident form

u_actual_risk_choice: string

Actual Risk Choice field from the incident form

u_overall_risk_impact: string

Overall Risk Impact to the University field from the incident form

u_resource_affected: string

Resource Affected field from the incident form

u_resource_purpose: string

Resource Purpose field from the incident form

u_owner_contract: string

Owner/Contract field from the incident form

u_method_used: string

Method Used to Gain Access field from the incident form

u_how_discovered: string

How Discovered field from the incident form

u_info_breached: string

Info Breached field from the incident form

u_link_to_full_report: string

Link to Full Report field from the incident form

problem_id: string (32 to 32 chars)

Problem ID field from the incident form

rfc: string (32 to 32 chars)

RFC field from the incident form

caused_by: string (32 to 32 chars)

Caused by Change field from the incident form

cmdb_ci: string (32 to 32 chars)

Configuration item field from the incident form

u_work_phone: string

Contact Number field from the incident form

u_email: string

Email field from the incident form

u_symptom_category: string (32 to 32 chars)

Symptom Category field from the incident form

u_monitoring_check: string

Monitoring Check field from the incident form

u_enhancement: string (32 to 32 chars)

Enhancement field from the incident form

u_caused_by: string

Caused by field from the incident form

u_solution_kb: string (32 to 32 chars)

Solution KB field from the incident form

u_kb_articles: string

KB Articles field from the incident form

u_resolution_source: string (32 to 32 chars)

Other Source field from the incident form

u_other_source: string

Other Source Notes field from the incident form

u_entry_type: string (32 to 32 chars)

Entry Type field from the incident form

u_work_log: string

Old Work Log field from the incident form

u_public_work_log: string

Old Public Work Log field from the incident form

u_resolution: string

Resolution field from the incident form

u_action: string (32 to 32 chars)

Resolution Action field from the incident form

u_ci_name: string

CI Name(Deprecated) field from the incident form

u_attribute: string

Attribute(Deprecated) field from the incident form

u_source: string (32 to 32 chars)

Source field from the incident form

u_caller_net_id: string

Caller NetID field from the incident form

u_represented_by: string (32 to 32 chars)

Represented by field from the incident form

u_resolution_service: string (32 to 32 chars)

Resolution Service field from the incident form

u_qualtrics_response_id: string

Customer Feedback Qualtrics Response ID field from the incident form

u_feedback: string

Customer Feedback field from the incident form

u_follow_up_notes: string

Customer Feedback Follow Up Notes field from the incident form

due_date: string (date-time)

Due Date field from the incident form

u_confirmation_method: string

Confirmation Method field from the incident form

u_isparent: boolean

Parent Flag field from the incident form

u_financial_impact: boolean

Financial Impact field from the incident form

u_compliance: boolean

Compliance Issue field from the incident form

u_feedback_question_1: string

Was this incident resolved to your satisfaction? field from the incident form

u_feedback_question_2: string

Would you like to reopen this incident? field from the incident form

201 Created

Success with response body

result: object
{
"assigned_to": "",
"assignment_group": "SS-OPS-O&S",
"caller_id": "Matt Berteaux",
"category": "Inquiry / Help",
"caused_by": "",
"closed_at": "2014-04-24 13:05:31",
"closed_by": "Cinthya Del Valle Rosendo",
"cmdb_ci": "",
"comments": "",
"description": "RoomView reported the check Online Status on JRCB 205 is MAJOR with the following output: \r\n\r\nRoomView has lost contact with the Crestron unit",
"due_date": "2011-07-05 09:49:30",
"number": "INC0000034",
"opened_at": "2011-06-30 09:49:30",
"opened_by": "Matt Berteaux",
"parent": "",
"priority": "4 - Low",
"problem_id": "",
"rfc": "",
"short_description": "RoomView: Online Status on JRCB 205 is MAJOR",
"state": "Confirmed Complete",
"sys_created_by": "managed-objects",
"sys_created_on": "2011-06-30 09:49:30",
"sys_updated_by": "delci",
"sys_updated_on": "2015-09-11 10:30:40",
"u_action": "Completed",
"u_actual_risk_choice": "",
"u_attribute": "tested",
"u_building": "JRCB",
"u_caller_net_id": "mattyb67",
"u_case_info": "",
"u_caused_by": "",
"u_ci_name": "podium",
"u_closure_code": "Resolved",
"u_compliance": "false",
"u_confirmation_method": "Passive",
"u_data_classification": "",
"u_date_of_incident": "",
"u_department": "OIT Infrastructure Tools",
"u_email": "matt_berteaux@byu.edu",
"u_enhancement": "ENH0004316",
"u_entry_type": "",
"u_feedback": "",
"u_feedback_question_1": "",
"u_feedback_question_2": "",
"u_financial_impact": "false",
"u_financial_impact_descriptions": "",
"u_follow_up_notes": "",
"u_how_discovered": "",
"u_impact_score": "1",
"u_incident_coordinator": "",
"u_incident_watchlist": "",
"u_info_breached": "",
"u_information_breached_exfiltrated": "false",
"u_isparent": "false",
"u_kb_articles": "",
"u_link_to_full_report": "",
"u_method_used": "",
"u_monitoring_check": "Unknown Check",
"u_other_source": "",
"u_overall_risk_impact": "",
"u_owner_contract": "",
"u_pending_code": "",
"u_pending_due_date": "",
"u_potential_risk_choice": "",
"u_prioritization": "800",
"u_priority_notes": "\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n
\r\n\t\t\t

Severity

\r\n
Very LowNot a critical service
LowOne critical service affected, not down
MediumOne critical service down
HighMultiple critical services affected, not down
ExtremeMultiple critical services down
\r\n\t\t
\r\n\t\t\t

Reach

Very LowSingle individual
LowSingle department
MediumSingle college
HighMultiple departments
ExtremeEntire campus
\r\n\t\t
\r\n\t\t\t

Sensitivity Window

Very LowCurrent maintenance window (scheduled downtime) - No deadline mentioned
LowHoliday or weekend & service not likely being used - Deadline more than a week out
MediumStandard business needs - Deadline 3 days away
HighSpecial business needs - Deadline tomorrow
ExtremeHigh utilization period (1st day of school, payroll processing, priority registration, etc.) - Deadline 4 hour or less
\r\n\t\t
\r\n\t\t\t

Work Status

Very LowWorkaround exists
LowWorkaround exists but efficiency impacted
MediumNo workaround and work can get done but slightly slow
HighNo workaround - Work can get done, but significantly slow
ExtremeWork stoppage
\r\n\t\t
"
,
"u_public_work_log": "2011-06-30 16:01:01 - Michael Hatch (Old Public Work Log)\n This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Public Work Log)\nreply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_qualtrics_response_id": "",
"u_quick_facts_description": "",
"u_reach": "Very Low",
"u_represented_by": "",
"u_resolution": "",
"u_resolution_service": "",
"u_resolution_source": "",
"u_resource_affected": "",
"u_resource_purpose": "",
"u_room": "205",
"u_sensitivity": "Very Low",
"u_service": "TEC Room",
"u_severity": "Very Low",
"u_solution_kb": "",
"u_source": "Monitoring",
"u_subcategory": "",
"u_symptom_category": "Monitoring Alert",
"u_transfer_code": "",
"u_urgency_score": "1",
"u_work_log": "2014-04-24 13:05:31 - Cinthya Del Valle Rosendo (Old Work Log)\n(System)Enhancement ENH0004316 created\n\n2013-06-25 14:06:58 - Dave Bishop (Old Work Log)\n(Internal Comment) added Building and Room\n\n2013-06-25 14:06:00 - Dave Bishop (Old Work Log)\n(Internal Comment) test\n\n2011-07-09 00:00:19 - System (Old Work Log)\n(System)Incident automatically closed after 8 days in the Closed state.\n\n2011-06-30 16:01:01 - Michael Hatch (Old Work Log)\n(Closing Comments) This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Work Log)\n(User Comment) reply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_work_phone": "234",
"u_work_status": "Very Low",
"urgency": "3 - Low",
"watch_list": "",
"work_notes": ""
}
u_case_info: string

Case Info field from the incident form

opened_at: string (date-time)

Opened date field from the incident form

opened_by: string (32 to 32 chars)

Opened by field from the incident form

sys_created_on: string (date-time)

Created field from the incident form

closed_at: string (date-time)

Closed field from the incident form

closed_by: string (32 to 32 chars)

Closed by field from the incident form

sys_updated_on: string (date-time)

Updated field from the incident form

sys_updated_by: string

Updated by field from the incident form

u_severity: string

Severity field from the incident form

u_reach: string

Reach field from the incident form

u_sensitivity: string

Sensitivity field from the incident form

u_work_status: string

Work Status field from the incident form

u_impact_score: integer (int32)

Impact Score field from the incident form

u_urgency_score: integer (int32)

Urgency Score field from the incident form

u_priority_notes: string

Priority Notes field from the incident form

number: string

Number field from the incident form

caller_id: string (32 to 32 chars)

Caller field from the incident form

priority: integer (int32)

Priority field from the incident form

u_incident_coordinator: string (32 to 32 chars)

Incident Coordinator field from the incident form

state: integer (int32)

State field from the incident form

u_closure_code: string

Closure Code field from the incident form

u_transfer_code: string

Transfer Code field from the incident form

u_pending_code: string

Pending Code field from the incident form

u_pending_due_date: string (date)

Pending due date field from the incident form

u_service: string (32 to 32 chars)

Symptom Service field from the incident form

assignment_group: string (32 to 32 chars)

Assignment group field from the incident form

assigned_to: string (32 to 32 chars)

Assigned To field from the incident form

parent: string (32 to 32 chars)

Parent field from the incident form

short_description: string

Short Description field from the incident form

description: string

Description field from the incident form

u_incident_watchlist: string

OIT Watch List field from the incident form

watch_list: string

Caller Watch List field from the incident form

u_building: string (32 to 32 chars)

Building field from the incident form

u_room: string (32 to 32 chars)

Room field from the incident form

urgency: integer (int32)

Urgency field from the incident form

comments: string

Work Log field from the incident form

work_notes: string

Internal Notes field from the incident form

u_prioritization: integer (int32)

Rank field from the incident form

sys_created_by: string

Created by field from the incident form

u_department: string

Department field from the incident form

category: string

Category field from the incident form

u_subcategory: string

Subcategory field from the incident form

u_data_classification: string

Data Classification field from the incident form

u_information_breached_exfiltrated: boolean

Information Breached (exfiltrated) field from the incident form

u_date_of_incident: string (date)

Date of Incident field from the incident form

u_quick_facts_description: string

Quick Facts Description field from the incident form

u_financial_impact_descriptions: string

Financial Impact Descriptions field from the incident form

u_potential_risk_choice: string

Potential Risk Choice field from the incident form

u_actual_risk_choice: string

Actual Risk Choice field from the incident form

u_overall_risk_impact: string

Overall Risk Impact to the University field from the incident form

u_resource_affected: string

Resource Affected field from the incident form

u_resource_purpose: string

Resource Purpose field from the incident form

u_owner_contract: string

Owner/Contract field from the incident form

u_method_used: string

Method Used to Gain Access field from the incident form

u_how_discovered: string

How Discovered field from the incident form

u_info_breached: string

Info Breached field from the incident form

u_link_to_full_report: string

Link to Full Report field from the incident form

problem_id: string (32 to 32 chars)

Problem ID field from the incident form

rfc: string (32 to 32 chars)

RFC field from the incident form

caused_by: string (32 to 32 chars)

Caused by Change field from the incident form

cmdb_ci: string (32 to 32 chars)

Configuration item field from the incident form

u_work_phone: string

Contact Number field from the incident form

u_email: string

Email field from the incident form

u_symptom_category: string (32 to 32 chars)

Symptom Category field from the incident form

u_monitoring_check: string

Monitoring Check field from the incident form

u_enhancement: string (32 to 32 chars)

Enhancement field from the incident form

u_caused_by: string

Caused by field from the incident form

u_solution_kb: string (32 to 32 chars)

Solution KB field from the incident form

u_kb_articles: string

KB Articles field from the incident form

u_resolution_source: string (32 to 32 chars)

Other Source field from the incident form

u_other_source: string

Other Source Notes field from the incident form

u_entry_type: string (32 to 32 chars)

Entry Type field from the incident form

u_work_log: string

Old Work Log field from the incident form

u_public_work_log: string

Old Public Work Log field from the incident form

u_resolution: string

Resolution field from the incident form

u_action: string (32 to 32 chars)

Resolution Action field from the incident form

u_ci_name: string

CI Name(Deprecated) field from the incident form

u_attribute: string

Attribute(Deprecated) field from the incident form

u_source: string (32 to 32 chars)

Source field from the incident form

u_caller_net_id: string

Caller NetID field from the incident form

u_represented_by: string (32 to 32 chars)

Represented by field from the incident form

u_resolution_service: string (32 to 32 chars)

Resolution Service field from the incident form

u_qualtrics_response_id: string

Customer Feedback Qualtrics Response ID field from the incident form

u_feedback: string

Customer Feedback field from the incident form

u_follow_up_notes: string

Customer Feedback Follow Up Notes field from the incident form

due_date: string (date-time)

Due Date field from the incident form

u_confirmation_method: string

Confirmation Method field from the incident form

u_isparent: boolean

Parent Flag field from the incident form

u_financial_impact: boolean

Financial Impact field from the incident form

u_compliance: boolean

Compliance Issue field from the incident form

u_feedback_question_1: string

Was this incident resolved to your satisfaction? field from the incident form

u_feedback_question_2: string

Would you like to reopen this incident? field from the incident form

204 No Content

Success with no response body

400 Bad Request

The request URI does not match the APIs in the system, or the operation failed for unknown reasons. Invalid headers can also cause this error.

401 Unauthorized

The user is not authorized to use the API.

403 Forbidden

The requested operation is not permitted for the user. This error can also be caused by ACL failures, or business rule or data policy constraints.

404 Not Found

The requested resource was not found. This can be caused by an ACL constraint or if the resource does not exist.

405 Method Not Allowed

The HTTP action is not allowed for the requested REST API, or it is not supported by any API.

406 Not Acceptable

The endpoint does not support the response format specified in the request Accept header.

415 Unsupported Media Type

The endpoint does not support the format of the request body.

creates a new Incident record

POST /incident*

The body to pass or that is received in a response

{
"assigned_to": "",
"assignment_group": "SS-OPS-O&S",
"caller_id": "Matt Berteaux",
"category": "Inquiry / Help",
"caused_by": "",
"closed_at": "2014-04-24 13:05:31",
"closed_by": "Cinthya Del Valle Rosendo",
"cmdb_ci": "",
"comments": "",
"description": "RoomView reported the check Online Status on JRCB 205 is MAJOR with the following output: \r\n\r\nRoomView has lost contact with the Crestron unit",
"due_date": "2011-07-05 09:49:30",
"number": "INC0000034",
"opened_at": "2011-06-30 09:49:30",
"opened_by": "Matt Berteaux",
"parent": "",
"priority": "4 - Low",
"problem_id": "",
"rfc": "",
"short_description": "RoomView: Online Status on JRCB 205 is MAJOR",
"state": "Confirmed Complete",
"sys_created_by": "managed-objects",
"sys_created_on": "2011-06-30 09:49:30",
"sys_updated_by": "delci",
"sys_updated_on": "2015-09-11 10:30:40",
"u_action": "Completed",
"u_actual_risk_choice": "",
"u_attribute": "tested",
"u_building": "JRCB",
"u_caller_net_id": "mattyb67",
"u_case_info": "",
"u_caused_by": "",
"u_ci_name": "podium",
"u_closure_code": "Resolved",
"u_compliance": "false",
"u_confirmation_method": "Passive",
"u_data_classification": "",
"u_date_of_incident": "",
"u_department": "OIT Infrastructure Tools",
"u_email": "matt_berteaux@byu.edu",
"u_enhancement": "ENH0004316",
"u_entry_type": "",
"u_feedback": "",
"u_feedback_question_1": "",
"u_feedback_question_2": "",
"u_financial_impact": "false",
"u_financial_impact_descriptions": "",
"u_follow_up_notes": "",
"u_how_discovered": "",
"u_impact_score": "1",
"u_incident_coordinator": "",
"u_incident_watchlist": "",
"u_info_breached": "",
"u_information_breached_exfiltrated": "false",
"u_isparent": "false",
"u_kb_articles": "",
"u_link_to_full_report": "",
"u_method_used": "",
"u_monitoring_check": "Unknown Check",
"u_other_source": "",
"u_overall_risk_impact": "",
"u_owner_contract": "",
"u_pending_code": "",
"u_pending_due_date": "",
"u_potential_risk_choice": "",
"u_prioritization": "800",
"u_priority_notes": "\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n
\r\n\t\t\t

Severity

\r\n
Very LowNot a critical service
LowOne critical service affected, not down
MediumOne critical service down
HighMultiple critical services affected, not down
ExtremeMultiple critical services down
\r\n\t\t
\r\n\t\t\t

Reach

Very LowSingle individual
LowSingle department
MediumSingle college
HighMultiple departments
ExtremeEntire campus
\r\n\t\t
\r\n\t\t\t

Sensitivity Window

Very LowCurrent maintenance window (scheduled downtime) - No deadline mentioned
LowHoliday or weekend & service not likely being used - Deadline more than a week out
MediumStandard business needs - Deadline 3 days away
HighSpecial business needs - Deadline tomorrow
ExtremeHigh utilization period (1st day of school, payroll processing, priority registration, etc.) - Deadline 4 hour or less
\r\n\t\t
\r\n\t\t\t

Work Status

Very LowWorkaround exists
LowWorkaround exists but efficiency impacted
MediumNo workaround and work can get done but slightly slow
HighNo workaround - Work can get done, but significantly slow
ExtremeWork stoppage
\r\n\t\t
"
,
"u_public_work_log": "2011-06-30 16:01:01 - Michael Hatch (Old Public Work Log)\n This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Public Work Log)\nreply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_qualtrics_response_id": "",
"u_quick_facts_description": "",
"u_reach": "Very Low",
"u_represented_by": "",
"u_resolution": "",
"u_resolution_service": "",
"u_resolution_source": "",
"u_resource_affected": "",
"u_resource_purpose": "",
"u_room": "205",
"u_sensitivity": "Very Low",
"u_service": "TEC Room",
"u_severity": "Very Low",
"u_solution_kb": "",
"u_source": "Monitoring",
"u_subcategory": "",
"u_symptom_category": "Monitoring Alert",
"u_transfer_code": "",
"u_urgency_score": "1",
"u_work_log": "2014-04-24 13:05:31 - Cinthya Del Valle Rosendo (Old Work Log)\n(System)Enhancement ENH0004316 created\n\n2013-06-25 14:06:58 - Dave Bishop (Old Work Log)\n(Internal Comment) added Building and Room\n\n2013-06-25 14:06:00 - Dave Bishop (Old Work Log)\n(Internal Comment) test\n\n2011-07-09 00:00:19 - System (Old Work Log)\n(System)Incident automatically closed after 8 days in the Closed state.\n\n2011-06-30 16:01:01 - Michael Hatch (Old Work Log)\n(Closing Comments) This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Work Log)\n(User Comment) reply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_work_phone": "234",
"u_work_status": "Very Low",
"urgency": "3 - Low",
"watch_list": "",
"work_notes": ""
}
u_case_info: string

Case Info field from the incident form

opened_at: string (date-time)

Opened date field from the incident form

opened_by: string (32 to 32 chars)

Opened by field from the incident form

sys_created_on: string (date-time)

Created field from the incident form

closed_at: string (date-time)

Closed field from the incident form

closed_by: string (32 to 32 chars)

Closed by field from the incident form

sys_updated_on: string (date-time)

Updated field from the incident form

sys_updated_by: string

Updated by field from the incident form

u_severity: string

Severity field from the incident form

u_reach: string

Reach field from the incident form

u_sensitivity: string

Sensitivity field from the incident form

u_work_status: string

Work Status field from the incident form

u_impact_score: integer (int32)

Impact Score field from the incident form

u_urgency_score: integer (int32)

Urgency Score field from the incident form

u_priority_notes: string

Priority Notes field from the incident form

number: string

Number field from the incident form

caller_id: string (32 to 32 chars)

Caller field from the incident form

priority: integer (int32)

Priority field from the incident form

u_incident_coordinator: string (32 to 32 chars)

Incident Coordinator field from the incident form

state: integer (int32)

State field from the incident form

u_closure_code: string

Closure Code field from the incident form

u_transfer_code: string

Transfer Code field from the incident form

u_pending_code: string

Pending Code field from the incident form

u_pending_due_date: string (date)

Pending due date field from the incident form

u_service: string (32 to 32 chars)

Symptom Service field from the incident form

assignment_group: string (32 to 32 chars)

Assignment group field from the incident form

assigned_to: string (32 to 32 chars)

Assigned To field from the incident form

parent: string (32 to 32 chars)

Parent field from the incident form

short_description: string

Short Description field from the incident form

description: string

Description field from the incident form

u_incident_watchlist: string

OIT Watch List field from the incident form

watch_list: string

Caller Watch List field from the incident form

u_building: string (32 to 32 chars)

Building field from the incident form

u_room: string (32 to 32 chars)

Room field from the incident form

urgency: integer (int32)

Urgency field from the incident form

comments: string

Work Log field from the incident form

work_notes: string

Internal Notes field from the incident form

u_prioritization: integer (int32)

Rank field from the incident form

sys_created_by: string

Created by field from the incident form

u_department: string

Department field from the incident form

category: string

Category field from the incident form

u_subcategory: string

Subcategory field from the incident form

u_data_classification: string

Data Classification field from the incident form

u_information_breached_exfiltrated: boolean

Information Breached (exfiltrated) field from the incident form

u_date_of_incident: string (date)

Date of Incident field from the incident form

u_quick_facts_description: string

Quick Facts Description field from the incident form

u_financial_impact_descriptions: string

Financial Impact Descriptions field from the incident form

u_potential_risk_choice: string

Potential Risk Choice field from the incident form

u_actual_risk_choice: string

Actual Risk Choice field from the incident form

u_overall_risk_impact: string

Overall Risk Impact to the University field from the incident form

u_resource_affected: string

Resource Affected field from the incident form

u_resource_purpose: string

Resource Purpose field from the incident form

u_owner_contract: string

Owner/Contract field from the incident form

u_method_used: string

Method Used to Gain Access field from the incident form

u_how_discovered: string

How Discovered field from the incident form

u_info_breached: string

Info Breached field from the incident form

u_link_to_full_report: string

Link to Full Report field from the incident form

problem_id: string (32 to 32 chars)

Problem ID field from the incident form

rfc: string (32 to 32 chars)

RFC field from the incident form

caused_by: string (32 to 32 chars)

Caused by Change field from the incident form

cmdb_ci: string (32 to 32 chars)

Configuration item field from the incident form

u_work_phone: string

Contact Number field from the incident form

u_email: string

Email field from the incident form

u_symptom_category: string (32 to 32 chars)

Symptom Category field from the incident form

u_monitoring_check: string

Monitoring Check field from the incident form

u_enhancement: string (32 to 32 chars)

Enhancement field from the incident form

u_caused_by: string

Caused by field from the incident form

u_solution_kb: string (32 to 32 chars)

Solution KB field from the incident form

u_kb_articles: string

KB Articles field from the incident form

u_resolution_source: string (32 to 32 chars)

Other Source field from the incident form

u_other_source: string

Other Source Notes field from the incident form

u_entry_type: string (32 to 32 chars)

Entry Type field from the incident form

u_work_log: string

Old Work Log field from the incident form

u_public_work_log: string

Old Public Work Log field from the incident form

u_resolution: string

Resolution field from the incident form

u_action: string (32 to 32 chars)

Resolution Action field from the incident form

u_ci_name: string

CI Name(Deprecated) field from the incident form

u_attribute: string

Attribute(Deprecated) field from the incident form

u_source: string (32 to 32 chars)

Source field from the incident form

u_caller_net_id: string

Caller NetID field from the incident form

u_represented_by: string (32 to 32 chars)

Represented by field from the incident form

u_resolution_service: string (32 to 32 chars)

Resolution Service field from the incident form

u_qualtrics_response_id: string

Customer Feedback Qualtrics Response ID field from the incident form

u_feedback: string

Customer Feedback field from the incident form

u_follow_up_notes: string

Customer Feedback Follow Up Notes field from the incident form

due_date: string (date-time)

Due Date field from the incident form

u_confirmation_method: string

Confirmation Method field from the incident form

u_isparent: boolean

Parent Flag field from the incident form

u_financial_impact: boolean

Financial Impact field from the incident form

u_compliance: boolean

Compliance Issue field from the incident form

u_feedback_question_1: string

Was this incident resolved to your satisfaction? field from the incident form

u_feedback_question_2: string

Would you like to reopen this incident? field from the incident form

sysparm_display_value

Pass 'true' to return the display value of the record, pass 'false' to get the sys_id of the record, or pass 'all' to get both for reference fields.

query string false
sysparm_exclude_reference_link

True to exclude Table API links for reference fields.

query string
sysparm_fields

A comma-separated list of fields to return in the response. Defaults to a list that will just get form fields

query string u_case_info,opened_at,opened_by,sys_created_on,closed_at,closed_by,sys_updated_on,sys_updated_by,u_severity,u_reach,u_sensitivity,u_work_status,u_impact_score,u_urgency_score,u_priority_notes,number,caller_id,priority,u_incident_coordinator,state,u_closure_code,u_transfer_code,u_pending_code,u_pending_due_date,u_service,assignment_group,assigned_to,parent,short_description,description,u_incident_watchlist,watch_list,u_building,u_room,urgency,comments,work_notes,u_prioritization,sys_created_by,assignment_group.u_business_unit,u_department,category,u_subcategory,u_data_classification,u_information_breached_exfiltrated,u_date_of_incident,u_quick_facts_description,u_financial_impact_descriptions,u_potential_risk_choice,u_actual_risk_choice,u_overall_risk_impact,u_resource_affected,u_resource_purpose,u_owner_contract,u_method_used,u_how_discovered,u_info_breached,u_link_to_full_report,problem_id,rfc,caused_by,cmdb_ci,u_work_phone,u_email,u_symptom_category,u_monitoring_check,u_enhancement,u_caused_by,u_solution_kb,u_kb_articles,u_resolution_source,u_other_source,u_entry_type,u_work_log,u_public_work_log,u_resolution,u_action,u_action.u_ci_type,u_ci_name,u_attribute,u_source,u_caller_net_id,u_represented_by,caller_id.vip,caller_id.u_flags,caller_id.u_work_address,caller_id.u_residential_address,u_service.u_location_required,u_resolution_service,caller_id.user_name,u_qualtrics_response_id,u_feedback,u_follow_up_notes,due_date,u_confirmation_method,u_isparent,u_financial_impact,u_compliance,u_feedback_question_1,u_feedback_question_2
sysparm_view

Render the response according to the specified UI view (overridden by sysparm_fields).

query string
sysparm_input_display_value

True to set raw value of input fields.

query string false
sysparm_suppress_auto_sys_field

True to suppress auto generation of system fields.

query string false

application/json

200 OK

Success with response body.

result: object
{
"assigned_to": "",
"assignment_group": "SS-OPS-O&S",
"caller_id": "Matt Berteaux",
"category": "Inquiry / Help",
"caused_by": "",
"closed_at": "2014-04-24 13:05:31",
"closed_by": "Cinthya Del Valle Rosendo",
"cmdb_ci": "",
"comments": "",
"description": "RoomView reported the check Online Status on JRCB 205 is MAJOR with the following output: \r\n\r\nRoomView has lost contact with the Crestron unit",
"due_date": "2011-07-05 09:49:30",
"number": "INC0000034",
"opened_at": "2011-06-30 09:49:30",
"opened_by": "Matt Berteaux",
"parent": "",
"priority": "4 - Low",
"problem_id": "",
"rfc": "",
"short_description": "RoomView: Online Status on JRCB 205 is MAJOR",
"state": "Confirmed Complete",
"sys_created_by": "managed-objects",
"sys_created_on": "2011-06-30 09:49:30",
"sys_updated_by": "delci",
"sys_updated_on": "2015-09-11 10:30:40",
"u_action": "Completed",
"u_actual_risk_choice": "",
"u_attribute": "tested",
"u_building": "JRCB",
"u_caller_net_id": "mattyb67",
"u_case_info": "",
"u_caused_by": "",
"u_ci_name": "podium",
"u_closure_code": "Resolved",
"u_compliance": "false",
"u_confirmation_method": "Passive",
"u_data_classification": "",
"u_date_of_incident": "",
"u_department": "OIT Infrastructure Tools",
"u_email": "matt_berteaux@byu.edu",
"u_enhancement": "ENH0004316",
"u_entry_type": "",
"u_feedback": "",
"u_feedback_question_1": "",
"u_feedback_question_2": "",
"u_financial_impact": "false",
"u_financial_impact_descriptions": "",
"u_follow_up_notes": "",
"u_how_discovered": "",
"u_impact_score": "1",
"u_incident_coordinator": "",
"u_incident_watchlist": "",
"u_info_breached": "",
"u_information_breached_exfiltrated": "false",
"u_isparent": "false",
"u_kb_articles": "",
"u_link_to_full_report": "",
"u_method_used": "",
"u_monitoring_check": "Unknown Check",
"u_other_source": "",
"u_overall_risk_impact": "",
"u_owner_contract": "",
"u_pending_code": "",
"u_pending_due_date": "",
"u_potential_risk_choice": "",
"u_prioritization": "800",
"u_priority_notes": "\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n
\r\n\t\t\t

Severity

\r\n
Very LowNot a critical service
LowOne critical service affected, not down
MediumOne critical service down
HighMultiple critical services affected, not down
ExtremeMultiple critical services down
\r\n\t\t
\r\n\t\t\t

Reach

Very LowSingle individual
LowSingle department
MediumSingle college
HighMultiple departments
ExtremeEntire campus
\r\n\t\t
\r\n\t\t\t

Sensitivity Window

Very LowCurrent maintenance window (scheduled downtime) - No deadline mentioned
LowHoliday or weekend & service not likely being used - Deadline more than a week out
MediumStandard business needs - Deadline 3 days away
HighSpecial business needs - Deadline tomorrow
ExtremeHigh utilization period (1st day of school, payroll processing, priority registration, etc.) - Deadline 4 hour or less
\r\n\t\t
\r\n\t\t\t

Work Status

Very LowWorkaround exists
LowWorkaround exists but efficiency impacted
MediumNo workaround and work can get done but slightly slow
HighNo workaround - Work can get done, but significantly slow
ExtremeWork stoppage
\r\n\t\t
"
,
"u_public_work_log": "2011-06-30 16:01:01 - Michael Hatch (Old Public Work Log)\n This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Public Work Log)\nreply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_qualtrics_response_id": "",
"u_quick_facts_description": "",
"u_reach": "Very Low",
"u_represented_by": "",
"u_resolution": "",
"u_resolution_service": "",
"u_resolution_source": "",
"u_resource_affected": "",
"u_resource_purpose": "",
"u_room": "205",
"u_sensitivity": "Very Low",
"u_service": "TEC Room",
"u_severity": "Very Low",
"u_solution_kb": "",
"u_source": "Monitoring",
"u_subcategory": "",
"u_symptom_category": "Monitoring Alert",
"u_transfer_code": "",
"u_urgency_score": "1",
"u_work_log": "2014-04-24 13:05:31 - Cinthya Del Valle Rosendo (Old Work Log)\n(System)Enhancement ENH0004316 created\n\n2013-06-25 14:06:58 - Dave Bishop (Old Work Log)\n(Internal Comment) added Building and Room\n\n2013-06-25 14:06:00 - Dave Bishop (Old Work Log)\n(Internal Comment) test\n\n2011-07-09 00:00:19 - System (Old Work Log)\n(System)Incident automatically closed after 8 days in the Closed state.\n\n2011-06-30 16:01:01 - Michael Hatch (Old Work Log)\n(Closing Comments) This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Work Log)\n(User Comment) reply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_work_phone": "234",
"u_work_status": "Very Low",
"urgency": "3 - Low",
"watch_list": "",
"work_notes": ""
}
u_case_info: string

Case Info field from the incident form

opened_at: string (date-time)

Opened date field from the incident form

opened_by: string (32 to 32 chars)

Opened by field from the incident form

sys_created_on: string (date-time)

Created field from the incident form

closed_at: string (date-time)

Closed field from the incident form

closed_by: string (32 to 32 chars)

Closed by field from the incident form

sys_updated_on: string (date-time)

Updated field from the incident form

sys_updated_by: string

Updated by field from the incident form

u_severity: string

Severity field from the incident form

u_reach: string

Reach field from the incident form

u_sensitivity: string

Sensitivity field from the incident form

u_work_status: string

Work Status field from the incident form

u_impact_score: integer (int32)

Impact Score field from the incident form

u_urgency_score: integer (int32)

Urgency Score field from the incident form

u_priority_notes: string

Priority Notes field from the incident form

number: string

Number field from the incident form

caller_id: string (32 to 32 chars)

Caller field from the incident form

priority: integer (int32)

Priority field from the incident form

u_incident_coordinator: string (32 to 32 chars)

Incident Coordinator field from the incident form

state: integer (int32)

State field from the incident form

u_closure_code: string

Closure Code field from the incident form

u_transfer_code: string

Transfer Code field from the incident form

u_pending_code: string

Pending Code field from the incident form

u_pending_due_date: string (date)

Pending due date field from the incident form

u_service: string (32 to 32 chars)

Symptom Service field from the incident form

assignment_group: string (32 to 32 chars)

Assignment group field from the incident form

assigned_to: string (32 to 32 chars)

Assigned To field from the incident form

parent: string (32 to 32 chars)

Parent field from the incident form

short_description: string

Short Description field from the incident form

description: string

Description field from the incident form

u_incident_watchlist: string

OIT Watch List field from the incident form

watch_list: string

Caller Watch List field from the incident form

u_building: string (32 to 32 chars)

Building field from the incident form

u_room: string (32 to 32 chars)

Room field from the incident form

urgency: integer (int32)

Urgency field from the incident form

comments: string

Work Log field from the incident form

work_notes: string

Internal Notes field from the incident form

u_prioritization: integer (int32)

Rank field from the incident form

sys_created_by: string

Created by field from the incident form

u_department: string

Department field from the incident form

category: string

Category field from the incident form

u_subcategory: string

Subcategory field from the incident form

u_data_classification: string

Data Classification field from the incident form

u_information_breached_exfiltrated: boolean

Information Breached (exfiltrated) field from the incident form

u_date_of_incident: string (date)

Date of Incident field from the incident form

u_quick_facts_description: string

Quick Facts Description field from the incident form

u_financial_impact_descriptions: string

Financial Impact Descriptions field from the incident form

u_potential_risk_choice: string

Potential Risk Choice field from the incident form

u_actual_risk_choice: string

Actual Risk Choice field from the incident form

u_overall_risk_impact: string

Overall Risk Impact to the University field from the incident form

u_resource_affected: string

Resource Affected field from the incident form

u_resource_purpose: string

Resource Purpose field from the incident form

u_owner_contract: string

Owner/Contract field from the incident form

u_method_used: string

Method Used to Gain Access field from the incident form

u_how_discovered: string

How Discovered field from the incident form

u_info_breached: string

Info Breached field from the incident form

u_link_to_full_report: string

Link to Full Report field from the incident form

problem_id: string (32 to 32 chars)

Problem ID field from the incident form

rfc: string (32 to 32 chars)

RFC field from the incident form

caused_by: string (32 to 32 chars)

Caused by Change field from the incident form

cmdb_ci: string (32 to 32 chars)

Configuration item field from the incident form

u_work_phone: string

Contact Number field from the incident form

u_email: string

Email field from the incident form

u_symptom_category: string (32 to 32 chars)

Symptom Category field from the incident form

u_monitoring_check: string

Monitoring Check field from the incident form

u_enhancement: string (32 to 32 chars)

Enhancement field from the incident form

u_caused_by: string

Caused by field from the incident form

u_solution_kb: string (32 to 32 chars)

Solution KB field from the incident form

u_kb_articles: string

KB Articles field from the incident form

u_resolution_source: string (32 to 32 chars)

Other Source field from the incident form

u_other_source: string

Other Source Notes field from the incident form

u_entry_type: string (32 to 32 chars)

Entry Type field from the incident form

u_work_log: string

Old Work Log field from the incident form

u_public_work_log: string

Old Public Work Log field from the incident form

u_resolution: string

Resolution field from the incident form

u_action: string (32 to 32 chars)

Resolution Action field from the incident form

u_ci_name: string

CI Name(Deprecated) field from the incident form

u_attribute: string

Attribute(Deprecated) field from the incident form

u_source: string (32 to 32 chars)

Source field from the incident form

u_caller_net_id: string

Caller NetID field from the incident form

u_represented_by: string (32 to 32 chars)

Represented by field from the incident form

u_resolution_service: string (32 to 32 chars)

Resolution Service field from the incident form

u_qualtrics_response_id: string

Customer Feedback Qualtrics Response ID field from the incident form

u_feedback: string

Customer Feedback field from the incident form

u_follow_up_notes: string

Customer Feedback Follow Up Notes field from the incident form

due_date: string (date-time)

Due Date field from the incident form

u_confirmation_method: string

Confirmation Method field from the incident form

u_isparent: boolean

Parent Flag field from the incident form

u_financial_impact: boolean

Financial Impact field from the incident form

u_compliance: boolean

Compliance Issue field from the incident form

u_feedback_question_1: string

Was this incident resolved to your satisfaction? field from the incident form

u_feedback_question_2: string

Would you like to reopen this incident? field from the incident form

201 Created

Success with response body

result: object
{
"assigned_to": "",
"assignment_group": "SS-OPS-O&S",
"caller_id": "Matt Berteaux",
"category": "Inquiry / Help",
"caused_by": "",
"closed_at": "2014-04-24 13:05:31",
"closed_by": "Cinthya Del Valle Rosendo",
"cmdb_ci": "",
"comments": "",
"description": "RoomView reported the check Online Status on JRCB 205 is MAJOR with the following output: \r\n\r\nRoomView has lost contact with the Crestron unit",
"due_date": "2011-07-05 09:49:30",
"number": "INC0000034",
"opened_at": "2011-06-30 09:49:30",
"opened_by": "Matt Berteaux",
"parent": "",
"priority": "4 - Low",
"problem_id": "",
"rfc": "",
"short_description": "RoomView: Online Status on JRCB 205 is MAJOR",
"state": "Confirmed Complete",
"sys_created_by": "managed-objects",
"sys_created_on": "2011-06-30 09:49:30",
"sys_updated_by": "delci",
"sys_updated_on": "2015-09-11 10:30:40",
"u_action": "Completed",
"u_actual_risk_choice": "",
"u_attribute": "tested",
"u_building": "JRCB",
"u_caller_net_id": "mattyb67",
"u_case_info": "",
"u_caused_by": "",
"u_ci_name": "podium",
"u_closure_code": "Resolved",
"u_compliance": "false",
"u_confirmation_method": "Passive",
"u_data_classification": "",
"u_date_of_incident": "",
"u_department": "OIT Infrastructure Tools",
"u_email": "matt_berteaux@byu.edu",
"u_enhancement": "ENH0004316",
"u_entry_type": "",
"u_feedback": "",
"u_feedback_question_1": "",
"u_feedback_question_2": "",
"u_financial_impact": "false",
"u_financial_impact_descriptions": "",
"u_follow_up_notes": "",
"u_how_discovered": "",
"u_impact_score": "1",
"u_incident_coordinator": "",
"u_incident_watchlist": "",
"u_info_breached": "",
"u_information_breached_exfiltrated": "false",
"u_isparent": "false",
"u_kb_articles": "",
"u_link_to_full_report": "",
"u_method_used": "",
"u_monitoring_check": "Unknown Check",
"u_other_source": "",
"u_overall_risk_impact": "",
"u_owner_contract": "",
"u_pending_code": "",
"u_pending_due_date": "",
"u_potential_risk_choice": "",
"u_prioritization": "800",
"u_priority_notes": "\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n\t\r\n\t\t\r\n\t\t\r\n\t\r\n
\r\n\t\t\t

Severity

\r\n
Very LowNot a critical service
LowOne critical service affected, not down
MediumOne critical service down
HighMultiple critical services affected, not down
ExtremeMultiple critical services down
\r\n\t\t
\r\n\t\t\t

Reach

Very LowSingle individual
LowSingle department
MediumSingle college
HighMultiple departments
ExtremeEntire campus
\r\n\t\t
\r\n\t\t\t

Sensitivity Window

Very LowCurrent maintenance window (scheduled downtime) - No deadline mentioned
LowHoliday or weekend & service not likely being used - Deadline more than a week out
MediumStandard business needs - Deadline 3 days away
HighSpecial business needs - Deadline tomorrow
ExtremeHigh utilization period (1st day of school, payroll processing, priority registration, etc.) - Deadline 4 hour or less
\r\n\t\t
\r\n\t\t\t

Work Status

Very LowWorkaround exists
LowWorkaround exists but efficiency impacted
MediumNo workaround and work can get done but slightly slow
HighNo workaround - Work can get done, but significantly slow
ExtremeWork stoppage
\r\n\t\t
"
,
"u_public_work_log": "2011-06-30 16:01:01 - Michael Hatch (Old Public Work Log)\n This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Public Work Log)\nreply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_qualtrics_response_id": "",
"u_quick_facts_description": "",
"u_reach": "Very Low",
"u_represented_by": "",
"u_resolution": "",
"u_resolution_service": "",
"u_resolution_source": "",
"u_resource_affected": "",
"u_resource_purpose": "",
"u_room": "205",
"u_sensitivity": "Very Low",
"u_service": "TEC Room",
"u_severity": "Very Low",
"u_solution_kb": "",
"u_source": "Monitoring",
"u_subcategory": "",
"u_symptom_category": "Monitoring Alert",
"u_transfer_code": "",
"u_urgency_score": "1",
"u_work_log": "2014-04-24 13:05:31 - Cinthya Del Valle Rosendo (Old Work Log)\n(System)Enhancement ENH0004316 created\n\n2013-06-25 14:06:58 - Dave Bishop (Old Work Log)\n(Internal Comment) added Building and Room\n\n2013-06-25 14:06:00 - Dave Bishop (Old Work Log)\n(Internal Comment) test\n\n2011-07-09 00:00:19 - System (Old Work Log)\n(System)Incident automatically closed after 8 days in the Closed state.\n\n2011-06-30 16:01:01 - Michael Hatch (Old Work Log)\n(Closing Comments) This ticket was a test and only a test.\r\n\n\n2011-06-30 13:25:03 - Cameron Conover (Old Work Log)\n(User Comment) reply from: cconover@byu.net\n\nPlease remove my e-mail from this alias, I no longer work at OIT.\nThanks.\n\nOn Thu, Jun 30, 2011 at 9:49 AM, BYU Office of IT wrote:\n\n> BYU Office of Information Technology\n> Incident INC0000034 has been assigned to group PS-Operations Services.\n>\n> Click to view the ticket INC0000034\n>\n> *Incident #:*INC0000034*Short description: *RoomView: Online Status on\n> JRCB 205 is MAJOR*Assignment group: * PS-Operations Services\n> ------------------------------\n>\n> *Description:*\n> RoomView reported the check Online Status on JRCB 205 is MAJOR with the\n> following output:\n>\n> RoomView has lost contact with the Crestron unit\n>\n> Ref:MSG198945\n>\n> This message has been sent to you because of your notification preferences.\n> If you would like to disable this notification click here.\n> If you would like to disable other notifications, please click here to\n> change your other notification preferences\n> .\n> ------------------------------\n> http://it.byu.edu - it@byu.edu - 801-422-4000\n>\n\n",
"u_work_phone": "234",
"u_work_status": "Very Low",
"urgency": "3 - Low",
"watch_list": "",
"work_notes": ""
}
u_case_info: string

Case Info field from the incident form

opened_at: string (date-time)

Opened date field from the incident form

opened_by: string (32 to 32 chars)

Opened by field from the incident form

sys_created_on: string (date-time)

Created field from the incident form

closed_at: string (date-time)

Closed field from the incident form

closed_by: string (32 to 32 chars)

Closed by field from the incident form

sys_updated_on: string (date-time)

Updated field from the incident form

sys_updated_by: string

Updated by field from the incident form

u_severity: string

Severity field from the incident form

u_reach: string

Reach field from the incident form

u_sensitivity: string

Sensitivity field from the incident form

u_work_status: string

Work Status field from the incident form

u_impact_score: integer (int32)

Impact Score field from the incident form

u_urgency_score: integer (int32)

Urgency Score field from the incident form

u_priority_notes: string

Priority Notes field from the incident form

number: string

Number field from the incident form

caller_id: string (32 to 32 chars)

Caller field from the incident form

priority: integer (int32)

Priority field from the incident form

u_incident_coordinator: string (32 to 32 chars)

Incident Coordinator field from the incident form

state: integer (int32)

State field from the incident form

u_closure_code: string

Closure Code field from the incident form

u_transfer_code: string

Transfer Code field from the incident form

u_pending_code: string

Pending Code field from the incident form

u_pending_due_date: string (date)

Pending due date field from the incident form

u_service: string (32 to 32 chars)

Symptom Service field from the incident form

assignment_group: string (32 to 32 chars)

Assignment group field from the incident form

assigned_to: string (32 to 32 chars)

Assigned To field from the incident form

parent: string (32 to 32 chars)

Parent field from the incident form

short_description: string

Short Description field from the incident form

description: string

Description field from the incident form

u_incident_watchlist: string

OIT Watch List field from the incident form

watch_list: string

Caller Watch List field from the incident form

u_building: string (32 to 32 chars)

Building field from the incident form

u_room: string (32 to 32 chars)

Room field from the incident form

urgency: integer (int32)

Urgency field from the incident form

comments: string

Work Log field from the incident form

work_notes: string

Internal Notes field from the incident form

u_prioritization: integer (int32)

Rank field from the incident form

sys_created_by: string

Created by field from the incident form

u_department: string

Department field from the incident form

category: string

Category field from the incident form

u_subcategory: string

Subcategory field from the incident form

u_data_classification: string

Data Classification field from the incident form

u_information_breached_exfiltrated: boolean

Information Breached (exfiltrated) field from the incident form

u_date_of_incident: string (date)

Date of Incident field from the incident form

u_quick_facts_description: string

Quick Facts Description field from the incident form

u_financial_impact_descriptions: string

Financial Impact Descriptions field from the incident form

u_potential_risk_choice: string

Potential Risk Choice field from the incident form

u_actual_risk_choice: string

Actual Risk Choice field from the incident form

u_overall_risk_impact: string

Overall Risk Impact to the University field from the incident form

u_resource_affected: string

Resource Affected field from the incident form

u_resource_purpose: string

Resource Purpose field from the incident form

u_owner_contract: string

Owner/Contract field from the incident form

u_method_used: string

Method Used to Gain Access field from the incident form

u_how_discovered: string

How Discovered field from the incident form

u_info_breached: string

Info Breached field from the incident form

u_link_to_full_report: string

Link to Full Report field from the incident form

problem_id: string (32 to 32 chars)

Problem ID field from the incident form

rfc: string (32 to 32 chars)

RFC field from the incident form

caused_by: string (32 to 32 chars)

Caused by Change field from the incident form

cmdb_ci: string (32 to 32 chars)

Configuration item field from the incident form

u_work_phone: string

Contact Number field from the incident form

u_email: string

Email field from the incident form

u_symptom_category: string (32 to 32 chars)

Symptom Category field from the incident form

u_monitoring_check: string

Monitoring Check field from the incident form

u_enhancement: string (32 to 32 chars)

Enhancement field from the incident form

u_caused_by: string

Caused by field from the incident form

u_solution_kb: string (32 to 32 chars)

Solution KB field from the incident form

u_kb_articles: string

KB Articles field from the incident form

u_resolution_source: string (32 to 32 chars)

Other Source field from the incident form

u_other_source: string

Other Source Notes field from the incident form

u_entry_type: string (32 to 32 chars)

Entry Type field from the incident form

u_work_log: string

Old Work Log field from the incident form

u_public_work_log: string

Old Public Work Log field from the incident form

u_resolution: string

Resolution field from the incident form

u_action: string (32 to 32 chars)

Resolution Action field from the incident form

u_ci_name: string

CI Name(Deprecated) field from the incident form

u_attribute: string

Attribute(Deprecated) field from the incident form

u_source: string (32 to 32 chars)

Source field from the incident form

u_caller_net_id: string

Caller NetID field from the incident form

u_represented_by: string (32 to 32 chars)

Represented by field from the incident form

u_resolution_service: string (32 to 32 chars)

Resolution Service field from the incident form

u_qualtrics_response_id: string

Customer Feedback Qualtrics Response ID field from the incident form

u_feedback: string

Customer Feedback field from the incident form

u_follow_up_notes: string

Customer Feedback Follow Up Notes field from the incident form

due_date: string (date-time)

Due Date field from the incident form

u_confirmation_method: string

Confirmation Method field from the incident form

u_isparent: boolean

Parent Flag field from the incident form

u_financial_impact: boolean

Financial Impact field from the incident form

u_compliance: boolean

Compliance Issue field from the incident form

u_feedback_question_1: string

Was this incident resolved to your satisfaction? field from the incident form

u_feedback_question_2: string

Would you like to reopen this incident? field from the incident form

204 No Content

Success with no response body

400 Bad Request

The request URI does not match the APIs in the system, or the operation failed for unknown reasons. Invalid headers can also cause this error.

401 Unauthorized

The user is not authorized to use the API.

403 Forbidden

The requested operation is not permitted for the user. This error can also be caused by ACL failures, or business rule or data policy constraints.

404 Not Found

The requested resource was not found. This can be caused by an ACL constraint or if the resource does not exist.

405 Method Not Allowed

The HTTP action is not allowed for the requested REST API, or it is not supported by any API.

406 Not Acceptable

The endpoint does not support the response format specified in the request Accept header.