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ZackS's avatar
ZackS
New Contributor
4 years ago

Automatically getting/downloading all incidents from Service Desk

I am writing this discussion because our company's current practice for obtaining incident data/information is manually downloading a report configured as such, with an end being a BI visualization. ...
Problem
Question
CNat's avatar
CNat
Active Contributor
4 years ago

Hi ZackS ,

 

Did you manage to get this working? The API is next to useless for us, as we need to get lists of all issues not just for an individual user.

 

Thanks,

Conor

ZackS's avatar
ZackS
New Contributor
4 years ago

Hey Conor,

 

As of now, we're still using a customized report we made on the website, then manually downloading the .csv of that report. This has been the only solution to capturing all of the data that we need for reporting/visualization.

 

As far as I know, the API only works for active incidents and has a more limited scope of what you can get, but if the data you're trying to pull is listed in the documentation then you should be able to configure the query to what you've mentioned. If you're like me and also wanted all the tickets that have been resolved/closed, there wasn't anything I found in the API to accommodate that.

  • CNat's avatar
    CNat
    Active Contributor
    4 years ago

    Hi Zack,

     

    Thanks for getting back to me. Similar to your solution, I've worked around the issue by creating a custom report of all issues ever created. I now have an API call to that report, which returns me all issues no matter what the status.

    In case you're interested, API call to get first record on page one:

    https://deskapi.gotoassist.com/v1/incidents.json?report_id=3075843160&limit=1&page=1

     

    I'll be outputting that data to a DB using C# and will use SQL for reporting on it.

     

    Thanks,

    Conor

     

    • ZackS's avatar
      ZackS
      New Contributor
      4 years ago

      Conor,

       

      Thank you for showing me an API call to obtain a custom report, that was very useful. A lot of the fields did return, but unfortunately some fields we like to capture, such as the timestamp of an initial response to an incident were not captured by the API. 

       

      It's possible that for some of the fields I can post-process some of the data through some logic in a DB view for assigning groups, but initial response is a key field we track.