Incidents

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Endpoints

Incident endpoints allow your agents to generate, modify, and retrieve incident records.

Call Type Object URL Description
Incidents
GET Incidents https://deskapi.gotoassist.com/v2/incidents Retrieve a list of all incidents
GET Incident https://deskapi.gotoassist.com/v2/incidents Retrieve a single record by ID
GET New Incidents https://deskapi.gotoassist.com/v2/services/[id]/incidents/new Retrieve defaults for a new record
POST Incident https://deskapi.gotoassist.com/v2/services/[id]/incidents Create a new record
PUT Incident https://deskapi.gotoassist.com/v2/incidents/[id] Update an existing record

Properties

Name Type Default Read Write Order Description
id String       The unique API ID to access this resource
_type String        
reference_num Integer   The reference number that uniquely identifies the record
created_at Datetime       The date and time the record was created
last_active_at Datetime     The date and time the record was last modified
updated_by_user User       The user that last updated the record
tags Array Of String      
links Array Of String        
notify_watchlisted Boolean      
notify_customer Boolean      
title String   The title of the record
closure_reason String        
closure_comment String        
customer_viewable Boolean      
closed_at Datetime       The date and time the record was closed
closed Boolean        
customer_viewable_at Datetime       The date and time the record was made customer viewable
service Service       The service associated with the record
owner User     The owner of the record
closed_by_user User       The user that closed the record
assigned_user User Base     The user the record is assigned to
previously_assigned_users User        
total_time_spent Integer        
time_entries Time Entry      
ratings Rating        
tasks Task      
task_count Integer        
my_task_count Integer        
task_state String        
watching_users User      
watching_external_emails Array Of String      
comments Note      
custom_fields Hash     The list of custom fields that can be set on records for this service
additional_values Hash     Deprecated: Do not use. Please use the custom_fields property instead
linkages Array Of String      
linkage_config_items Array Of String        
priority_level Integer      
priority_description String      
type String      
customers Customer       The list of customers associated with the record
customer Customer        
activity_groups Audit Trail Group        
activity Audit Trail        
latest_activity_group Audit Trail Group        
category Category      
state String      
escalation_note String      
sla_hours_consumed Decimal        
sla_hours_stopped Decimal        
sla_met Boolean        
time_zone String        
interesting Boolean      
common Boolean      
has_agreed_due_date Boolean      
due_date Datetime      
due_to_escalate_at Datetime        
resolved_at Datetime        
resolved Boolean      
occurred_at Datetime        
escalated_at Datetime        
response_due_at Datetime        
responded_at Datetime        
clock_started_at Datetime        
clock_stopped_at Datetime        
clock_stopped Boolean        
raised_by_user User        
resolved_by_user User        
symptom Note      
resolution Note      

Actions

Name Parameters Description
rate rating, comment  
close reason, comment Mark the record as closed. The reason must be one of the following:
  • Resolved
  • Permanently Fixed
  • Other Reason
reopen (none)  
resolve (none)  
unresolve (none)  
stop_the_clock stop_at  
start_the_clock (none)  
escalate note  

Filters

Property Name
id
first_name
last_name
email
active
name
name
dismissed
name
account
as_at
selector
service
record_type
service
service
user
billable
closed_at
closed
service
assigned_user
assigned_to_group_or_any_member
assigned_to_group
assigned_to_any_customer
assigned_to_any_user
name
active
open
closed
service
archived
changes
no_change
record_type
service
category
customer
service
category