Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
|
Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
|
A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
|
|
| Either word in a topic |
|
|
| Topics that do not contain a specific word or phrase |
|
|
| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
|
| A combination of search types | ( ) parentheses |
|
Web Service: Incident
External Access Definition
| Field | Value |
|---|---|
| Service Name: | IncidentManagement |
| Name: | probsummary |
| Object Name: | Incident |
Default RESTful settings
| Field | Value | |
|---|---|---|
| RESTful Enabled: | checked | |
| Attachments Enabled: | checked | |
| Resource Collection Name: | incidents | |
| Resource Name: | Incident | |
| Unique Keys: | number |
HTTP Resource Collection Actions
| Command | Action | Result |
|---|---|---|
| GET | Retrieves a list of Incidents | |
| POST | Create | Creates a new collection of resources |
HTTP Resource Actions
| Command | Action | Result |
|---|---|---|
| GET | - | Retrieves an individual Incident. |
| PUT: | Update | Saves the changes to the Incident record. |
| POST: | Update | Saves the changes to the Incident record. |
| DELETE: | - |
Samples
Return sample of single incident query
{"Messages":[],
"ReturnCode":0,
"Incident":{
"UpdatedBy":"falcon",
"Status":"Closed",
"SLAAgreementID":168,
"Urgency":"3",
"Area":"failure",
"OpenTime":"2007-08-31T20:21:00+00:00",
"Location":"advantage/North America",
"ClosedTime":"2007-09-01T01:13:00+00:00",
"Title":"Printer malfunction",
"Subarea":"job failed",
"Solution":["Reset printer queue."],
"ClosedBy":"Incident.Analyst",
"OpenedBy":"Servicedesk.Manager",
"IncidentID":"IM10001",
"Assignee":"Incident.Analyst",
"Company":"advantage",
"Description":["Printjob keeps pending."],
"TicketOwner":"Servicedesk.Manager",
"ProblemType":"incident",
"AssignmentGroup":"Office Supplies (North America)",
"UpdatedTime":"2008-08-04T12:53:21+00:00",
"Service":"Printing (North America)",
"Impact":"4",
"ClosureCode":"Solved by Workaround",
"Category":"incident",
"AffectedCI":"adv-nam-printer-hr-5550"
}
}
Return sample of incident list query
{
"@totalcount":136,
"@start":1,
"@count":10,
"Messages":[],
"content":[
{"Incident":{"IncidentID":"IM10001"}},
{"Incident":{"IncidentID":"IM10002"}},
{"Incident":{"IncidentID":"IM10003"}},
{"Incident":{"IncidentID":"IM10004"}},
{"Incident":{"IncidentID":"IM10005"}},
{"Incident":{"IncidentID":"IM10006"}},
{"Incident":{"IncidentID":"IM10007"}},
{"Incident":{"IncidentID":"IM10008"}},
{"Incident":{"IncidentID":"IM10009"}},
{"Incident":{"IncidentID":"IM10010"}}
],
"ReturnCode":0,
"ResourceName":"Incident"
}
Request sample of creating an incident
{
"Incident":
{
"AffectedCI" :"adv-nam-server-mail",
"AlertStatus" : "updated",
"Area" :"failure",
"Assignee" : "Incident.Analyst",
"AssignmentGroup": "Network",
"Category" : "incident",
"ClosureCode" : "Solved by Workaround",
"Company" : "advantage",
"Contact" : "FALCON, JENNIFER",
"ContactFirstName" :"FALCON",
"ContactLastName" : "JENNIFER",
"Description" : [ "test" ],
"Impact" : "2",
"JournalUpdates":
[ "08/04/08 12:54:14 US/Mountain (falcon):",
"test",
"08/04/08 12:54:14 US/Mountain (falcon):",
"test"
],
"Location":"advantage/North America",
"OpenTime" : "2007-09-02T07:51:00+00:00",
"OpenedBy":"Jurr.Fleijs",
"ProblemType" : "incident",
"ResolutionFixType" : "incident",
"SLAAgreementID" : 168,
"Service" : "E-mail / Webmail (North America)",
"SiteCategory" : "incident",
"Solution" : ["Solution by rest api"],
"Status" : "Work In Progress",
"Subarea" :"function or feature not working",
"TicketOwner" : "Jurr.Fleijs",
"Title" : "test",
"UpdatedBy" : "problem",
"UpdatedTime" : "2008-08-04T12:54:26+00:00",
"Urgency" : "3",
"UserPriority": "3 - Average",
"explanation" : ["test"],
"folder" :"advantage"
}
}
