Search time bound requests

URL

GET https://{api-url}/api/v2/tenants/{tenantId}/timeBoundRequests/search

Sample URLs

https://{api-url}/api/v2/tenants/client_1000/timeBoundRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000129

https://{api-url}/api/v2/tenants/msp_100/timeBoundRequests/search?pageNo=1&pageSize=10&isDescendingOrder=true&sortName=ticket.id&include=customFields,statusFlow&queryString=status:New,Open+priority: High+requester:USR0000000234

Parameters

All parameters are optional:

Field	Default Value
pageNo={pageNo}	1
pageSize={pageSize}	100
isDescendingOrder={true/false}	true
sortName={field}	ticket.id
queryString={queryString}	NA
include={fields}	NA

NA indicates that the value is not applicable.

Note

Request parameter include is required in order to get the following information in the response:

Custom fields
Status flow
Example: include=customFields, statusFlow

Query variables

Query Variable	Values	Description
uniqueId	NA	Time bound request ID. Example: TBT0000000254
status	New, Open, Pending, Resolved, Closed, On Hold	Current status of time bound request.
priority	Low, Normal, High, Urgent, Very Low	Current priority of time bound request. Example: High
subject	NA	A short summary of time bound request. Example: REST API support for ITSM
assignedTo	NA	User who has been assigned time bound request. Example: USR0000000011
requester	NA	Requester or submitter of the time bound request. Example: USR0000000001
startCreationDate	NA	Filter time bound request with creation date. Provide from date. Example: 2016-07-25T07:12:19 0000(GMT)
endCreationDate	NA	Provide to date. Example: 2016-07-28T07:12:19 0000 (GMT)
startUpdationDate	NA	Filter time bound request with updation date. Provide from date. Example: 2016-08-11T13:50:18 0000(GMT)
endUpdationDate	NA	Provide to date. Example: 2016-08-15T10:40:20 0000 (GMT)
oldStatus	New, Open, Pending, Resolved,On Hold	Previous status of the time bound request. Example: Open
oldPriority	Low, Normal, High, Urgent, Very Low	Previous priority of time bound request. Example: High
deviceId	NA	Unique ID of the device. Example: 481af404-33a6-4d61-af77-c483ca6641fa
source	PORTAL, INTEGRATION, MOBILE, EMAIL	Source of the time bound request.
sourcePolicyType	AUTOINCIDENT, INTEGRATION	Source policy type of the time bound request.
firstContactFix	true, false	Request fixed without assigning to another group. Example: true
assigneeGroupIds	NA	ID of the group to which the time bound request is assigned. Example: 1, 2, 3
minResponseTime	NA	Minimum response time of request. Example: 300 (Time in seconds)
maxResponseTime	NA	Maximum response time of request. Example: 600 (Time in seconds)
minResolutionTime	NA	Minimum resolution time of request. Example: 3600 (Time in seconds)
maxResolutionTime	NA	Maximum resolution time of request. Example: 7200 (Time in seconds)
minReOpens	NA	Minimum number of times the request is reopened. Example: 5
maxReOpens	NA	Maximum number of times the request is reopened. Example: 8
startClosedDate	NA	Filter time bound request with the closed date. Provide from date. Example: 2016-08-12T06:54:59 0000 (GMT)
endClosedDate	NA	Provide to date. Example: 2016-08-15T06:54:59 0000 (GMT)
startResolvedDate	NA	Filter time bound request with the resolved date. Provide from resolved date. Example: 2016-08-12T06:49:59 0000 (GMT)
endResolvedDate	NA	Provide to resolved date. Example: 2016-08-14T07:49:59 0000 (GMT)
extTicketId	NA	External ticket ID.

NA indicates that the value is not applicable.

Notes

To view tickets created within a date range, provide startCreationDate and endCreationDate; otherwise, the tickets created in the last month would be returned.

There are special characters that can be used in a query string:

(+) represents the next field and must be URL-encoded.
(:) represents equals. An example is key : value.
Space characters must be URL-encoded.
Date format must be yyyy-MM-ddTHH:mm:ssZ (GMT).

Status code

200 OK

Sample response

{
	"results": [{
			"id": "TBT0000000307",
			"subject": "Request for deleting expired tickets",
			"description": "Some tickets are expired and not at all needed. We need support for deleting those tickets",
			"status": "Open",
			"oldStatus": "On Hold",
			"priority": "Low",
			"oldPriority": "Low",
			"requester": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1235"
			},
			"assignedUser": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@oragnization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1235"
			},
			"resources": [{
					"id": "481af404-33a6-4d61-af77-c483ca6641fa",
					"name": "VTHLPT1000",
					"type": "DEVICE"
				},
				{
					"id": "SGP-7adf3762-f310-4c14-9ecd-443eb7c6c208",
					"name": "VTH-SERVICES",
					"type": "SERVICE"
				},
				{
					"id": "DGP-8d44a504-fd4b-4a78-ba34-2dfdf3ffb85e",
					"name": "VTH-ADMIN-DEVS",
					"type": "DEVICE_GROUP"
				}
			],
			"extTicketId": "TBT0000000259",
			"cc": "test@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "john.bolt",
				"lastName": "Bolt",
				"firstName": "John",
				"email": "john.bolt@admin.com"
			},
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-08-28T10:16:44+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,FILETRANSFER"
				},
				{
					"consoleProtocol": "TELNET",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,DISKSHARE"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"sourcePolicyType": "INTEGRATION",
			"updatedDate": "2016-11-02T10:18:25+0000",
			"priorityUpdatedBy": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com",
				"phoneNumber": "999-225-1234"
			},
			"priorityUpdatedDate": "2016-11-02T10:16:44+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com",
				"phoneNumber": "999-225-1234"
			},
			"statusUpdatedDate": "2016-11-02T10:18:25+0000",
			"resolvedDate": "2016-11-02T10:18:12+0000",
			"slaDetails": {
				"resolutionTime": 103,
				"responseTime": 65,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "INTEGRATION",
			"sourceEntityTypeId": "TBT0000000259",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-10-10T17:45:00+0000",
				"endTime": "2016-11-20T15:05:00+0000"
			}
		},
		{
			"id": "TBT0000000254",
			"subject": "REST API support for ITSM",
			"description": "Rest api's support needed for itsm services",
			"status": "Closed",
			"oldStatus": "Open",
			"priority": "Low",
			"oldPriority": "Urgent",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000014",
				"loginName": "brocadeLab@organization.com",
				"lastName": "Lab",
				"firstName": "Brocade",
				"email": "brocadeLab@gmail.com"
			},
			"resources": [{
				"id": "a17d1896-d18a-4d3e-ae6e-e00465770119",
				"name": "SVR-DEMO",
				"type": "DEVICE"
			}],
			"cc": "brocade@gmail.com, escalationmails@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Close TBR",
			"alertIds": [],
			"reOpenCount": 1,
			"createdDate": "2016-08-17T08:32:36+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000023",
					"loginName": "brocadeLabBusiness@organization.com"
				},
				{
					"id": "USR0000000015",
					"loginName": "brocadeCAdmin@organization.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:33:37+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:33:10+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:33:37+0000",
			"closedDate": "2016-08-12T08:33:37+0000",
			"slaDetails": {
				"resolutionTime": 37,
				"responseTime": 22,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "recurring",
				"startTime": "2016-08-12T04:02:00+0000",
				"endTime": "2016-08-30T19:19:00+0000",
				"pattern": {
					"dayOfWeek": "every weekday"
				}
			}
		},
		{
			"id": "TBT0000000253",
			"subject": "Support for service catalog items",
			"description": "Service catalog items support should avail in 5.0 release",
			"status": "On Hold",
			"oldStatus": "Pending",
			"priority": "High",
			"oldPriority": "Low",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000011",
				"loginName": "brocadeInc@organization.com",
				"lastName": "Inc Admin",
				"firstName": "Brocade",
				"email": "brocade@gmail.com"
			},
			"assigneeGroup": {
				"id": 5,
				"name": "Brocade Inc Users",
				"description": "Brocade Partner Users"
			},
			"resources": [{
					"id": "a17d1896-d18a-4d3e-ae6e-e00465770119",
					"name": "SVR-DEMO",
					"type": "DEVICE"
				},
				{
					"id": "ad0a218d-7512-435c-9b58-614470ee8658",
					"name": "WORK-PC",
					"type": "DEVICE"
				}
			],
			"cc": "brocade@gmail.com, escalationmails@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "On hold TBR",
			"alertIds": [],
			"reOpenCount": 0,
			"createdDate": "2016-08-12T08:30:18+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000011",
					"loginName": "brocadeInc@organization.com"
				},
				{
					"id": "USR0000000013",
					"loginName": "brocadePAdmin@gmail.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:30:53+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:30:41+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:30:53+0000",
			"slaDetails": {
				"resolutionTime": 23,
				"responseTime": 0,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-08-14T18:00:00+0000",
				"endTime": "2016-08-30T19:00:00+0000"
			}
		},
		{
			"id": "TBT0000000245",
			"subject": "Halt for Device maintenance Services",
			"description": "No Device maintenance window should be available for the given time period.",
			"status": "Resolved",
			"oldStatus": "Open",
			"priority": "Low",
			"oldPriority": "Normal",
			"requester": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"assignedUser": {
				"id": "USR0000000013",
				"loginName": "brocadePAdmin@gmail.com",
				"lastName": "Inc PAdmin",
				"firstName": "Brocade",
				"email": "brocadePAdmin@gmail.com"
			},
			"resources": [{
				"id": "43d49023-4c47-4dbf-a59b-9c40610e1ab8",
				"name": "VTHLPT005",
				"type": "DEVICE"
			}],
			"cc": "escalationmails@gmail.com, brocade@gmail.com",
			"ticketArisedTime": "",
			"createdUser": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"reason": "Resolve TBR",
			"alertIds": [],
			"reOpenCount": 2,
			"createdDate": "2016-08-08T06:35:11+0000",
			"consoles": [{
					"consoleProtocol": "SSH",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,FILETRANSFER"
				},
				{
					"consoleProtocol": "TELNET",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS"
				},
				{
					"consoleProtocol": "RDP",
					"type": "MANAGEMENTCONSOLE",
					"options": "CLIPBOARDACCESS,DISKSHARE"
				},
				{
					"consoleProtocol": "VNC",
					"type": "MANAGEMENTCONSOLE"
				},
				{
					"consoleProtocol": "RDP",
					"type": "ADMINCONSOLE"
				}
			],
			"participantUsers": [{
					"id": "USR0000000011",
					"loginName": "brocadeInc@organization.com"
				},
				{
					"id": "USR0000000013",
					"loginName": "brocadePAdmin@gmail.com"
				}
			],
			"client": {
				"id": 8,
				"uniqueId": "client_8",
				"name": "Brocade Lab",
				"activated": true
			},
			"updatedDate": "2016-08-12T08:28:22+0000",
			"priorityUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"priorityUpdatedDate": "2016-08-12T08:24:26+0000",
			"statusUpdatedBy": {
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SA",
				"email": "escalationmails@gmail.com"
			},
			"statusUpdatedDate": "2016-08-12T08:27:05+0000",
			"resolvedDate": "2016-08-12T08:27:05+0000",
			"slaDetails": {
				"resolutionTime": 352296,
				"responseTime": 352259,
				"responseBreach": false,
				"resolutionBreach": false,
				"responseBreachDate": "",
				"resolutionBreachDate": ""
			},
			"source": "PORTAL",
			"schedule": {
				"type": "one-time",
				"startTime": "2016-08-09T10:00:00+0000",
				"endTime": "2016-09-30T20:00:00+0000"
			}
		}
	],
	"totalResults": 4,
	"orderBy": "ticket.id",
	"pageNo": 1,
	"pageSize": 10,
	"totalPages": 1,
	"nextPage": false,
	"previousPageNo": 0,
	"descendingOrder": true
}

If the query parameter consists of parameter include=customFields, statusFlow then each response entity returns the following information.

A sample response with include=customFields:

Sample responses

"customFields": [{
			"id": "UDF0000003808",
			"classCode": "ACSTICKET",
			"displayLabel": "text field",
			"name": "text_field_3808",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "all partners",
			"value": "available",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003810",
			"classCode": "ACSTICKET",
			"displayLabel": "numeric",
			"name": "numeric_3810",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "testing numeric",
			"value": "120",
			"defaultValue": ""
		},
		{
			"id": "UDF0000003790",
			"classCode": "ACSTICKET",
			"displayLabel": "drop-down-api-lab",
			"name": "drop_down_api_lab_3790",
			"fieldType": "TYPE_DROPDOWN",
			"mandatory": false,
			"editable": true,
			"description": "Test case",
			"options": [{
					"label": "first",
					"value": "1"
				},
				{
					"label": "second",
					"value": "2"
				}
			],
			"value": "1",
			"defaultValue": "",
			"selectedOption": {
				"label": "first",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003791",
			"classCode": "ACSTICKET",
			"displayLabel": "text-api-lab",
			"name": "text_api_lab_3791",
			"fieldType": "TYPE_TEXT",
			"mandatory": false,
			"editable": true,
			"description": "test case for text field",
			"value": "request custom field - text-updated",
			"defaultValue": "Test Text"
		},
		{
			"id": "UDF0000003792",
			"classCode": "ACSTICKET",
			"displayLabel": "multi line text-api-lab",
			"name": "multi_line_text_api_lab_3792",
			"fieldType": "TYPE_TEXTAREA",
			"mandatory": false,
			"editable": true,
			"description": "test case for multi line text",
			"value": "text",
			"defaultValue": "multi \nline \ntext"
		},
		{
			"id": "UDF0000003793",
			"classCode": "ACSTICKET",
			"displayLabel": "Numeric-api-lab",
			"name": "numeric_api_lab_3793",
			"fieldType": "TYPE_NUMBER",
			"mandatory": false,
			"editable": true,
			"description": "numeric test case",
			"value": "1",
			"defaultValue": "1"
		},
		{
			"id": "UDF0000003794",
			"classCode": "ACSTICKET",
			"displayLabel": "checkbox-api-lab",
			"name": "checkbox_api_lab_3794",
			"fieldType": "TYPE_CHECKBOX",
			"mandatory": false,
			"editable": true,
			"description": "test case for check box",
			"options": [{
				"label": "yes",
				"value": "1"
			}],
			"value": "1",
			"defaultValue": "0",
			"selectedOption": {
				"label": "yes",
				"value": "1"
			}
		},
		{
			"id": "UDF0000003795",
			"classCode": "ACSTICKET",
			"displayLabel": "Date-ap-lab",
			"name": "date_ap_lab_3795",
			"fieldType": "TYPE_DATE",
			"mandatory": false,
			"editable": true,
			"description": "test case for date field",
			"value": "2016-02-26T00:00:00+0000",
			"defaultValue": "2016-02-26T00:00:00+0000"
		},
		{
			"id": "UDF0000003796",
			"classCode": "ACSTICKET",
			"displayLabel": "dateTime-api-lab",
			"name": "datetime_api_lab_3796",
			"fieldType": "TYPE_DATETIME",
			"mandatory": false,
			"editable": true,
			"description": "test case for Date and time",
			"value": "2016-02-26T12:13:00+0000",
			"defaultValue": "2016-02-26T12:13:00+0000"
		}
]

For include=statusFlow

"statusFlow": [{
			"status": "New",
			"timeSpent": 1492634,
			"createdDate": "2016-08-12T12:42:19+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "Smith",
				"firstName": "John",
				"email": "john.smith@gmail.com"
			}
		},
		{
			"status": "Resolved",
			"reason": "Resolving as fixed",
			"notes": "resolution summary",
			"timeSpent": 18,
			"createdDate": "2016-08-11T19:19:33+0000",
			"updatedBy": {
				"loginName": "john.smith",
				"lastName": "smith",
				"firstName": "john",
				"email": "john@gmail.com"
			}
		},
		{
			"status": "Pending",
			"timeSpent": 13,
			"reason": "Waiting for customer inputs",
			"createdDate": "2016-08-22T10:04:31+0000",
			"updatedBy": {
				"id": "USR0000000018",
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SP",
				"email": "sample@gmail.com"
			}
		},
		{
			"status": "On Hold",
			"reason": "On hold TBR",
			"createdDate": "2016-08-22T10:04:44+0000",
			"updatedBy": {
				"id": "USR0000000018",
				"loginName": "superadmin",
				"lastName": "Admin",
				"firstName": "SP",
				"email": "sample@gmail.com"
			}
		}
]