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    Get Incident by Customer Tracking Number

    Incidents are problem events that are detected in a device and stored in an archive location on the Junos Space platform. You can retrieve incidents by specifying the customer tracking number.

    URI

    https://[host]/api/juniper/servicenow/incident-management/incidents? filter=(customerTrackingNumber eq [ctn]) (HTTP method = GET)

    URI Parameters

    Parameter

    Type

    Required

    Description

    ctn

    String

    Yes

    customer unique identifier number

    Example URL

    https://[host]/api/juniper/servicenow/incident-management/incidents? filter=(customerTrackingNumber eq 'abcdef1234')

    Consumes

    None

    Produces

    • appliction/vnd.juniper.servicenow.incident-management.incidents+xml;version=1
    • appliction/vnd.juniper.servicenow.incident-management.incidents+json;version=1

    Response Elements

    Element

    Type

    Description

    uri

    String

    URI of the incident

    key

    Integer

    ID of the incident

    organizationName

    String

    Organization with which this incident is associated

    deviceGroupName

    String

    Device group name

    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

    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

    Sample Output

    Sample XML Output

    <incidents size="1" uri="/api/juniper/servicenow/incident-management/incidents">
          <incident key="589897" uri="/api/juniper/servicenow/incident-management/incidents/589897" href="/api/juniper/servicenow/incident-management/incidents/589897">
              <organizationName>TestOrg</organizationName>
              <deviceGroupName>TestDG</deviceGroupName>
              <priority>High</priority>
              <defectType>Invalid slot</defectType>
              <incidentType>Event</incidentType>
              <hostName>SRX1400-a</hostName>
              <product>SRX1400</product>
              <status>Closed, 2012-0326-0334</status>
              <customerTrackingNumber>abcdef1234</customerTrackingNumber>
              <occured>2012-03-06 16:41:13 IST</occured>
         </incident>
    </incidents>
    

    Sample JSON Output

    {
       "incidents":{
          "@size":"1",
          "@uri":"/api/juniper/servicenow/incident-management/incidents",
          "incident":{
             "@key":"589897",
             "@uri":"/api/juniper/servicenow/incident-management/incidents/589897",
             "@href":"/api/juniper/servicenow/incident-management/incidents/589897",
             "organizationName":"TestOrg",
             "deviceGroupName":"TestDG",
             "priority":"High",
             "defectType":"Invalid slot",
             "incidentType":"Event",
             "hostName":"SRX1400-a",
             "product":"SRX1400",
             "status":"Closed, 2012-0326-0334",
             "customerTrackingNumber":"abcdef1234",
             "occured":"2012-03-06 16:41:13 IST"
          }
       }
    }
    

    Response Status Code

    Message

    Description

    404 Not Found

    • Invalid customer number
    • Customer information not found.

    Modified: 2016-08-10