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    Get Information About an End-Customer Case

    Use this API to retrieve information about a specific end-customer case.

    URI

    https://[host]/api/juniper/servicenow/endcustomer-case-management/cases/{id} (HTTP method = GET)

    URI Parameters

    Parameter

    Type

    Required

    Description

    id

    Integer

    Yes

    ID of the end-customer case for which information is to be retrieved

    Consumes

    None

    Produces

    • application/vnd.juniper.servicenow.eccase-management.case+xml;version=3
    • application/vnd.juniper.servicenow.eccase-management.case+json;version=3

    Response Elements

    Element

    Type

    Description

    uri

    String

    Link to the end-customer case

    id

    Integer

    ID of the case in Serivce Now database

    connectedMember

    String

    End-customer for which the case was created

    caseId

    String

    ID of the end-customer case in JSS

    deviceSerialNumber

    String

    Serial number of the device for which the case was created

    problemSynopsis

    String

    Brief description of the event that led to the creation of this case

    priority

    String

    Priority of the incident that led to the creation of the case

    The possible values are:

    • 1 - Critical
    • 2 - High
    • 3 - Medium
    • 4 - Low

    createTime

    String

    Date and time the case was created

    caseLink

    String

    Link to the case

    udpateTime

    String

    Date and time when the case was last updated

    problemDesc

    String

    Detailed description of the event for which the case was created

    caseStatus

    String

    Current status of the case.

    The possible values are:

    • Created
    • Updated
    • Closed

    caseType

    String

    Type of case created:

    • Event—Case created for events that occurred on devices
    • Event RMA—Case created for Return Materials Authorization (RMA) events that occurred on devices
    • On-demand—Case created for on-demand incidents
    • On-demand RMA—Case created for on-demand RMA incidents
    • BIOS Health Check—Case created for analyzing BIOS running on devices
    • AIS Health Check—Case created for AIS health check event on devices
    • Event (Low End)—Case created for events that occurred on low end devices, such as SRX100 and SRX220
    • Other—Case created for events not reported through Service Now

    method

    String

    Methodsapplicable to the end-customer case.

    Sample Output

    Sample XML Output

    <case uri="/api/juniper/servicenow/endcustomer-case-management/cases/3014664">
       <id>3014664</id>
       <connectedMember>test</connectedMember>
       <caseId>test-123</caseId>
       <deviceSerialNumber>AJ4410AA0031</deviceSerialNumber>
       <problemSynopsis>Service Now on-demand case</problemSynopsis>
       <priority>Low</priority>
       <createTime>2014-12-18 10:57:16 IST</createTime>
       <updateTime>2014-12-18 10:57:16 IST</updateTime>
       <problemDesc>Service Now on-demand case</problemDesc>
       <caseStatus>Created</caseStatus>
       <caseType>On-demand</caseType>
       <method href="/api/juniper/servicenow/endcustomer-case-management/cases/3014664/ updateCase"/>
    </case>
    
    

    Sample JSON Output

    {
      "case": {
        "@uri": "/api/juniper/servicenow/endcustomer-case-management/cases/3014664",
        "id": 3014664,
        "connectedMember": "test",
        "caseId": "test-123",
        "deviceSerialNumber": "AJ4410AA0031",
        "problemSynopsis": "Service Now on-demand case",
        "priority": "Low",
        "createTime": "2014-12-18 10:57:16 IST",
        "updateTime": "2014-12-18 10:57:16 IST",
        "problemDesc": "Service Now on-demand case",
        "caseStatus": "Created",
        "caseType": "On-demand",
        "method": {
          "@href": "/api/juniper/servicenow/endcustomer-case-management/cases/3014664/updateCase"
        }
      }
    }
    

    Error Codes

    Message

    Description

    404 Not Found

    Invalid case ID is pecified; no end-customer cases found.

    403 Forbidden

    Service Now is not running in Partner Proxy mode.

    Modified: 2016-08-10