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    Get an Incident by Incident ID

    Use this API to retrieve information about a specific incident.

    URI

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

    URI Parameters

    Parameter

    Type

    Required

    Description

    id

    Integer

    Yes

    ID of the Incident to be retrieved

    Consumes

    None

    Produces

    • appliction/vnd.juniper.servicenow.incident-management.incident+xml;version=6

    • appliction/vnd.juniper.servicenow.incident-management.incident+json;version=6

    Response Elements

    Element

    Type

    Description

    uri

    String

    Link to the incident

    id

    Integer

    ID of the incident to be retrieved

    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

    eventType

    String

    The event on the device that generated the incident

    defectType

    String

    Type of defect under which the event is classified

    problemSynopsis

    String

    Brief description of the event

    caseCreationUserName

    String

    User who submitted the iJMB for creating a case to JSS

    siteId

    String

    Site ID associated with the incident in the Customer Relationship Manager (CRM)

    followUpMethod

    String

    Follow up method for the case associated with the incident

    Possible values:

    • Email Full Text Update

    • Email Secure Web Link

    • Phone Call

    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.

    incidentSubmittedPriority

    String

    Priority of the incident submitted to JSS

    Possible values:

    • 1 - Critical

    • 2 - High

    • 3 - Medium

    • 4 - Low

    customerTrackingNumber

    String

    Tracking number provided for tracking the case created in JSS for the incident

    priority

    String

    Priority of the case created for the incident

    Possible values:

    • 1 - Critical

    • 2 - High

    • 3 - Medium

    • 4 - Low

    severity

    String

    Severity of the case created for the incident—Critical, High, Medium, and Low

    owner

    String

    User to whom the case is assigned for ownership

    autoSubmitted

    Boolean

    Flag to specify if the incident was submitted automatically to Juniper Support System (JSS) for creating a case.

    Possible values:

    • true—Incident was auto submitted by Service Now

    • false—Incident was not auto submitted

    policy

    String

    Autosubmit policy used to submit the incident

    flaggedUsers

    String

    Users to whom the case is flagged

    filterLevel

    String

    Filter applied to JMB before sending to JSS.

    Possible Values:

    • Do not send—Device configuration information is not sent.

    • Send all information except configuration—All device information except the configuration information is sent.

    • Send all information with IP Addresses overwritten—Device information is sent with IP addresses overwritten by asterisk (*).

    • Send all information—All information retrieved from a device is sent to JSS as is.

    • Only send list of features used—Only the device configuration information is sent.

    caseCCList

    caseCCList

    Collection of e-mail IDs to which information about activities related to the incident is sent

    email

    String

    An e-mail ID to which e-mail about activities related to the incident is sent

    problemDescription

    String

    Description of the incident

    organizationName

    String

    Organization in which the incident occurred

    deviceGroupName

    String

    Name of the device group to which the device for which the incident was created belongs

    caseId

    String

    ID of the case created for the incident

    occurred

    String

    Date and time the incident was created in Service Now

    prbIndentifier

    String

    ID of the event that occurred on the device

    KBArticle

    String

    Link to the Knowledge Base (KB) article for the incident

    caseLink

    String

    Link to the case in Case Manager

    caseCreationPassword

    String

    Password of the user who submitted the incident to JSS for creating a case

    customerComments

    String

    Comments from the end customer for the incident

    synopsisComments

    String

    Synopsis of the incident

    endCustomerCaseId

    String

    ID of the end customer case

    endCustomerCaseLink

    String

    Link to the end customer case

    endCustomerCaseStatus

    String

    Status of the end customer case

    endCustomerSynopsis

    String

    Synopsis provided by the end customer for the incident

    endCustomerProbDesc

    String

    Problem description provided by the end customer

    messages

    String

    Error messages generated on the device; for example, error message when deleting JMB files from the device while copying the JMB files to Service Now.

    deleteCoreFiles

    Boolean

    Flag to specify whether or not core files can be deleted from Service Now after a case is created in JSS for the incident

    • true—Core files are deleted after a case is created

    • false—Core files are not deleted after a case is created

    device

    String

    Specifies details such as ID, serial number, IP address, platform, product, release and version number of Junos OS installed, and hostname on the device for which the incident is created

    method

    String

    Method applicable to the incident

    coreFiles

    coreFiles

    Core files collected for the device

    id

    Integer

    Id of the incident

    fileName

    String

    Name of the core file

    fileSize

    Long

    Size of the core file in bytes

    reNode

    String

    Routing engine that generated the core file

    process

    String

    Process that generated the core file

    detail

    String

    Details of the core file

    binaryData

    Long

    Binary data of the core file

    uploadStatus

    String

    Core file upload status

    Possible values:

    • Not submitted—The core file is not submitted to JSS.

    • Scheduled—The core file is scheduled for upload to FTP/SFTP server.

    • In Progress—Upload of the core file to FTP/SFTP server is in progress.

    • Success—The core file is successfully uploaded to JSS.

    • Failed—Upload of the core file to FTP/SFTP server failed.

    • OnHold-NoEnoughDiskSpace—Upload of the core file to FTP/SFTP server is on hold as enough disk space is not available on the device.

    • Cannot Upload—Core file cannot be uploaded to FTP/SFTP server.

    associatedCoreFile

    Boolean

    Flag to indicate if the incident was created due to issues with the core file

    Possible values:

    • yes—The incident was created because of issues with the core file.

    • no—The incident was not created because of issues with the core file.

    remarks

    String

    Remarks when upload of core file to FTP/SFTP server fails

    device

    device

    Device for which the incident was reported

    href

    String

    Link to the device

    id

    Integer

    ID of the device

    serialNumber

    String

    Serial Number of the device

    ipAddr

    String

    IP address of the device

    product

    String

    Product type of the device

    platform

    String

    Routing OS used on the device

    hostname

    String

    Hostname of the device

    release

    String

    Release number of the routing OS installed on the device

    version

    String

    Version of the routing OS installed on the device

    case

    case

    Case created for the incident

    href

    String

    Link to the case resource

    id

    Integer

    ID of the case

    attachment

    attachment

    Attachment files collected for the incident

    attachmentName

    String

    Name of the attachment file

    command

    String

    show command of Junos OS

    The attachment file contains the output of this show command.

    sizeInBytes

    Long

    Size of the attachment file in bytes

    readStatus

    String

    Read status of the attachment file

    Possible values:

    • Not Received—The attachment file is not yet read by Service Now

    • Success—Service Now collected the attachment file successfully

    • Failure—Service Now failed to read the attachment file on the device

    • No Longer Available—The attachment file is no longer available on the device

    uploadStatus

    String

    Upload status of the attachment file

    Possible values:

    • Not Uploaded—The attachment file is not uploaded to JSS.

    • Uploading—The attachment file is in the process of uploading to JSS.

    • Success—The attachment file is successfully uploaded to JSS.

    • Failure—Upload of the attachment file to JSS failed.

    readFailReason

    String

    Reason for failing to read the attachment file

    logFiles

    logFile

    Log file collected for the incident

    logFileName

    String

    Name of the log file

    sizeInBytes

    Long

    Size of the log file in bytes

    readStatus

    String

    Read status of the log file

    Possible values:

    • Not Received—The log file is not yet read by Service Now

    • Success—Service Now collected the log file successfully

    • Failure—Service Now failed to read the log file on the device

    • No Longer Available—The log file is no longer available on the device

    uploadStatus

    String

    Upload status of the log file

    Possible values:

    • Not Uploaded—The log file is not uploaded to JSS.

    • Uploading—The log file is in the process of uploading to JSS.

    • Success—The log file is successfully uploaded to JSS.

    • Failure—Upload of the log file to JSS failed.

    readFailReason

    String

    Reason for failing to read the log file

    connectedMemberName

    String

    Name of end customer from whom the incident was received (in case Service Now partner is operating in Partner Proxy mode)

    method

    String

    Link to the methods applicable to the incident

    Sample Output

    Sample XML Output

    <incident uri="/api/juniper/servicenow/incident-management/incidents/1671184">
    	<id>1671184</id>
    	<status>Created, 2015-1118-0040</status>
    	<eventType>-</eventType>
    	<defectType>-</defectType>
    	<problemSynopsis>Service Now on-demand case</problemSynopsis>
    	<caseCreationUserName>test2testjss@nam.com</caseCreationUserName>
    	<siteId>0100167296</siteId>
    	<incidentType>On-demand(Off Box)</incidentType>
    	<priority>Low</priority>
    	<severity>Low</severity>
    	<policy>None</policy>
    	<autoSubmitted>NO</autoSubmitted>
    	<filterLevel>Send all information with IP addresses overwritten</filterLevel>
    	<caseCCList>
    		<email>super@juniper.net</email>
    	</caseCCList>
    	<problemDescription>Service Now on-demand case</problemDescription>
    	<caseId>2015-1118-0040</caseId>
    	<occurred>2015-11-06 03:19:42 IST</occurred>
    	<prbIndentifier>ex-2200-sn3-CW0210403356-20151118-155529-000</prbIndentifier>
    	<KBArticle>None</KBArticle>
    	<caseLink>http://stage.juniper.net/casemanager/#/cmdetails/2015-1118-0040</caseLink>
    	<deleteCoreFiles>false</deleteCoreFiles>
    	<coreFiles>
    		<coreFile>
    			<id>1671186</id>
    			<fileName>/var/tmp/core_srk_1.txt</fileName>
    			<fileSize>29</fileSize>
    			<reNode>fpc0</reNode>
    			<binaryData>1446758090</binaryData>
    			<uploadStatus>Success</uploadStatus>
    			<remarks />
    			<associatedCoreFile>No</associatedCoreFile>
    		</coreFile>
    	</coreFiles>
    	<attachments>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600581_1900546_attach_shd_xml</attachmentName>
    			<command>show chassis hardware</command>
    			<sizeInBytes>361</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600587_1900546_attach_rsi</attachmentName>
    			<command>request support information</command>
    			<sizeInBytes>89831</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600593_1900546_attach_AISESI</attachmentName>
    			<command>multiple</command>
    			<sizeInBytes>3563</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600597_1900546_attach_cfg_xml</attachmentName>
    			<command>show configuration | display inheritance</command>
    			<sizeInBytes>1252</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600601_1900546_attach_ver_xml</attachmentName>
    			<command>show version</command>
    			<sizeInBytes>446</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    		<attachment>
    			<attachmentName>ex-2200-sn3-20151118-212600605_1900546_attach_statusmsgs</attachmentName>
    			<command>N/A</command>
    			<sizeInBytes>1364</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    			<readFailReason />
    		</attachment>
    	</attachments>
    	<logFiles>
    		<logFile>
    			<logFileName>ex-2200-sn3-20151118-212600613_1900546_attach_logs_tgz</logFileName>
    			<sizeInBytes>8921433</sizeInBytes>
    			<readStatus>Success</readStatus>
    			<uploadStatus>Success</uploadStatus>
    		</logFile>
    	</logFiles>
    	<device href="/api/juniper/servicenow/device-management/devices/1081795">
    		<id>1081795</id>
    		<serialNumber>CW0210403356</serialNumber>
    		<ipAddr>192.0.2.159</ipAddr>
    		<product>EX2200-24T-4G</product>
    		<platform>junos-ex</platform>
    		<hostName>ex-2200-sn3</hostName>
    		<release>12.3R10.2</release>
    		<version>R10</version>
    	</device>
    	<case href="/api/juniper/servicenow/case-management/cases/1671294">
    		<id>1671294</id>
    	</case>
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/saveCase" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/submitCase" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/exportJMB" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/uploadAttachment" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/uploadAttachmentViaSCP" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/flagToUsers" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/assignOwnership" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/createEndCustomerCase" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/updateEndCustomerCase" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/closeEndCustomerCase" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/uploadCoreFiles" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/downloadAllAttachments" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/downloadLogFiles" />
    	<method href="/api/juniper/servicenow/incident-management/incidents/1671184/viewCaseInCaseManager" />
    </incident>
    

    Sample JSON Output

    {  
       "incident":{  
          "uri":"/api/juniper/servicenow/incident-management/incidents/1671184",
          "id":1671184,
          "status":"Created, 2015-1118-0040",
          "eventType":"-",
          "defectType":"-",
          "problemSynopsis":"Service Now on-demand case",
          "caseCreationUserName":"test2testjss@nam.com",
          "siteId":"0100167296",
          "incidentType":"On-demand(Off Box)",
          "priority":"Low",
          "severity":"Low",
          "policy":"None",
          "autoSubmitted":"NO",
          "filterLevel":"Send all information with IP addresses overwritten",
          "caseCCList":{  
             "email":"super@juniper.net"
          },
          "problemDescription":"Service Now on-demand case",
          "caseId":"2015-1118-0040",
          "occurred":"2015-11-06 03:19:42 IST",
          "prbIndentifier":"ex-2200-sn3-CW0210403356-20151118-155529-000",
          "KBArticle":"None",
          "caseLink":"http://stage.juniper.net/casemanager/#/cmdetails/2015-1118-0040",
          "deleteCoreFiles":false,
          "coreFiles":{  
             "coreFile":{  
                "id":1671186,
                "fileName":"/var/tmp/core_srk_1.txt",
                "fileSize":29,
                "reNode":"fpc0",
                "binaryData":1446758090,
                "uploadStatus":"Success",
                "remarks":"",
                "associatedCoreFile":"No"
             }
          },
          "attachments":{  
             "attachment":[  
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600581_1900546_attach_shd_xml",
                   "command":"show chassis hardware",
                   "sizeInBytes":361,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                },
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600587_1900546_attach_rsi",
                   "command":"request support information",
                   "sizeInBytes":89831,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                },
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600593_1900546_attach_AISESI",
                   "command":"multiple",
                   "sizeInBytes":3563,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                },
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600597_1900546_attach_cfg_xml",
                   "command":"show configuration | display inheritance",
                   "sizeInBytes":1252,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                },
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600601_1900546_attach_ver_xml",
                   "command":"show version",
                   "sizeInBytes":446,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                },
                {  
                   "attachmentName":"ex-2200-sn3-20151118-212600605_1900546_attach_statusmsgs",
                   "command":"N/A",
                   "sizeInBytes":1364,
                   "readStatus":"Success",
                   "uploadStatus":"Success",
                   "readFailReason":""
                }
             ]
          },
          "logFiles":{  
             "logFile":{  
                "logFileName":"ex-2200-sn3-20151118-212600613_1900546_attach_logs_tgz",
                "sizeInBytes":8921433,
                "readStatus":"Success",
                "uploadStatus":"Success"
             }
          },
          "device":{  
             "href":"/api/juniper/servicenow/device-management/devices/1081795",
             "id":1081795,
             "serialNumber":"CW0210403356",
             "ipAddr":"192.0.2.159",
             "product":"EX2200-24T-4G",
             "platform":"junos-ex",
             "hostName":"ex-2200-sn3",
             "release":"12.3R10.2",
             "version":"R10"
          },
          "case":{  
             "href":"/api/juniper/servicenow/case-management/cases/1671294",
             "id":1671294
          },
          "method":[  
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/saveCase"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/submitCase"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/exportJMB"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/uploadAttachment"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/uploadAttachmentViaSCP"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/flagToUsers"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/assignOwnership"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/createEndCustomerCase"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/updateEndCustomerCase"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/closeEndCustomerCase"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/uploadCoreFiles"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/downloadAllAttachments"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/downloadLogFiles"
             },
             {  
                "href":"/api/juniper/servicenow/incident-management/incidents/1671184/viewCaseInCaseManager"
             }
          ]
       }
    }
    

    Error Codes

    Message

    Description

    404 Not Found

    Invalid incident ID; incident not found

    Modified: 2018-04-18