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

application/vnd.juniper.servicenow.incident-management.incidents+xml;version=5
application/vnd.juniper.servicenow.incident-management.incidents+json;version=5

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

Sample JSON Output

Response Status Code

Message	Description
404 Not Found	Invalid customer number Customer information not found.

Get Incident by Customer Tracking Number

Sample XML Output

Sample JSON Output

Related Documentation