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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

Sample JSON Output

Error Codes

Message

Description

404 Not Found

Invalid incident ID; incident not found