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Get All Incidents in Service Now

Use this API to retrieve all incidents in Junos Space Service Now chronologically by organization name and device group.

URI

https://[host]/api/juniper/servicenow/incident-management/incidents (HTTP method = GET)

URI Parameters

None.

Consumes

None

Produces

application/vnd.juniper.servicenow.incident-management.incidents+xml;version=3
application/vnd.juniper.servicenow.incident-management.incidents+json;version=3

Response

Element	Type	Description
uri	String	URI to the collection of incidents in Service Now
size	Integer	Number of records in the collection
incident	incident	An incident in the collection
href	String	Link to the incident
uri	String	URI of the incident
key	Integer	ID of the incident
organizationName	String	Name of the organization to which this incident is assigned
organizationID	Integer	ID of the organizaiton associated with the incident
deviceGroupName	String	Name of the device group to which this incident is assigned
deviceGroupID	Integer	Device group ID
priority	String	Incident priority
defectType	String	Type of defect on the event that triggered this incident
incidentType	String	Type of event for which the incident was generated Possible values: Event—indicates that an event is detected on the Service Now managed devices. On-demand—Indicates that the incident created is an on-demand incident. Event-RMA—indicates that an RMA event is detected on the Service Now managed devices. Event (low end)—indicates that the JMB generated on a device is a low impact JMB. User can manually collect troubleshooting data and update case through Case Manager or Service Now. On-demand RMA—Indicates that the RMA event detected on the device is an on-demand event. AIS Health Check—Indicates the incident is created in response to a JMB collected to obtain information about AI-Scripts error.
hostName	String	Hostname of the device with which the incident is associated
deviceId		ID of the device with which the incident is associated
product	String	Product type of the device on which this incident occurred
status	String	Status of the Incident The possible values are: Not Submitted—Incident is not submitted to Juniper Support System (JSS) Submitted—Incident is submitted to JSS Created—A case is created for the incident and an ID is assigned to the case in JSS Updated—The case ID of the incident is updated in JSS Create Failed—A case could not be created in JSS for the incident Closed—The case is closed in JSS Submission Failed—The incident could not be submitted to JSS for creating a case
customerTrackingNumber	String	Number provided for tracking the case created in JSS for the incident.
occurred	String	Date and time the incident was reported
prbIdentifier	String	ID of the event that occurred on the device

Output

Example XML Output

<incidents uri="/api/juniper/servicenow/incident-management/incidents/" size="8">
   <incident href="/api/juniper/servicenow/incident-management/incidents/6914085" uri="/api/juniper/servicenow/incident-management/incidents/6914085" key="6914085">
      <organizationName>test</organizationName>
      <organizationId>198879</organizationId>
      <deviceGroupName>Default for test</deviceGroupName>
      <deviceGroupId>4325412</deviceGroupId>
      <priority>Low</priority>
      <defectType>Process error</defectType>
      <incidentType>Event</incidentType>
      <hostName>mx-480-sn1</hostName>
      <deviceId>4325412</deviceId>
      <product>MX480</product>
      <status>Created, 2014-0505-4613</status>
      <prbIdentifier>mx-480-sn1-305-20140505-030056-305</prbIdentifier>
      <occured>2014-05-05 15:30:56 IST</occured>
   </incident>
   <incident href="/api/juniper/servicenow/incident-management/incidents/6357012" uri="/api/juniper/servicenow/incident-management/incidents/6357012" key="6357012">
      <organizationName>test</organizationName>
      <organizationId>198879</organizationId>
      <deviceGroupName>Default for test</deviceGroupName>
      <deviceGroupId>4325412</deviceGroupId>
      <priority>Low</priority>
      <defectType>FRU error</defectType>
      <incidentType>Event</incidentType>
      <hostName>mx-480-sn1</hostName>
      <deviceId>4325412</deviceId>
      <product>MX480</product>
      <status>Created, 2014-0430-4576</status>
      <prbIdentifier>mx-480-sn1-394-20140430-025529-394</prbIdentifier>
      <occured>2014-04-30 15:25:29 IST</occured>
   </incident>
   <incident href="/api/juniper/servicenow/incident-management/incidents/6325115" uri="/api/juniper/servicenow/incident-management/incidents/6325115" key="6325115">
      <organizationName>test</organizationName>
      <organizationId>198879</organizationId>
      <deviceGroupName>Default for test</deviceGroupName>
      <deviceGroupId>4325412</deviceGroupId>
      <priority>Low</priority>
      <defectType />
      <incidentType>On-demand</incidentType>
      <hostName>mx-480-sn1</hostName>
      <deviceId>4325412</deviceId>
      <product>MX480</product>
      <status>Initial</status>
      <prbIdentifier>mx-480-sn1-999-20140429-144015-999</prbIdentifier>
      <occured>2014-04-30 03:10:15 IST</occured>
   </incident>
   <incident href="/api/juniper/servicenow/incident-management/incidents/4620337" uri="/api/juniper/servicenow/incident-management/incidents/4620337" key="4620337">
      <organizationName>test</organizationName>
      <organizationId>198879</organizationId>
      <deviceGroupName>Default for test</deviceGroupName>
      <deviceGroupId>4325412</deviceGroupId>
      <priority>Low</priority>
      <defectType />
      <incidentType>On-demand</incidentType>
      <hostName>mx-480-sn1</hostName>
      <deviceId>4325412</deviceId>
      <product>MX480</product>
      <status>Submitted</status>
      <prbIdentifier>mx-480-sn1-999-20140423-230239-999</prbIdentifier>
      <messages>
         <errorMessages>
            <errorMessage>
               <message>Error from JSS</message>
            </errorMessage>
         </errorMessages>
      </messages>
      <occured>2014-04-24 11:32:39 IST</occured>
   </incident>
</incidents>

Example JSON Output

{
  "incidents": {
    "@uri": "/api/juniper/servicenow/incident-management/incidents/",
    "@size": "8",
    "incident": [
      {
        "@href": "/api/juniper/servicenow/incident-management/incidents/6914085",
        "@uri": "/api/juniper/servicenow/incident-management/incidents/6914085",
        "@key": "6914085",
        "organizationName": "test",
        "organizationId": 198879,
        "deviceGroupName": "Default for test",
        "deviceGroupId": 4325412,
        "priority": "Low",
        "defectType": "Process error",
        "incidentType": "Event",
        "hostName": "mx-480-sn1",
        "deviceId": 4325412,
        "product": "MX480",
        "status": "Created, 2014-0505-4613",
        "prbIdentifier": "mx-480-sn1-305-20140505-030056-305",
        "occured": "2014-05-05 15:30:56 IST"
      },
     {
        "@href": "/api/juniper/servicenow/incident-management/incidents/4620337",
        "@uri": "/api/juniper/servicenow/incident-management/incidents/4620337",
        "@key": "4620337",
        "organizationName": "test",
        "organizationId": 198879,
        "deviceGroupName": "Default for test",
        "deviceGroupId": 4325412,
        "priority": "Low",
        "defectType": "",
        "incidentType": "On-demand",
        "hostName": "mx-480-sn1",
        "deviceId": 4325412,
        "product": "MX480",
        "status": "Submitted",
        "prbIdentifier": "mx-480-sn1-999-20140423-230239-999",
        "messages": {
          "errorMessages": {
            "errorMessage": {
              "message": "Error from JSS"
            }
          }
        },
        "occured": "2014-04-24 11:32:39 IST"
      }
    ]
  }
}

Response Status Code

Message	Description
204 No Content	No incidents found.

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Related Documentation

Get All Incidents in Service Now

Related Documentation

Modified: 2016-08-11