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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

  • 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.