ZackS
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Re: Automatically getting/downloading all incidents from Service Desk
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.1.9KViews0likes0CommentsRe: Automatically getting/downloading all incidents from Service Desk
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.1.9KViews0likes2CommentsAutomatically 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. Doing so is time consuming and manual, so we've been tasked with automating this process somehow. I have tried since to do a GET using Postman and my API Token as the Basic Auth. password to obtain all incidents, but when using mine or someone else's API token, only the incidents that user is associated with will be retrieved by the API. This is not ideal, because what I want areallincidents that exist on our view in SD, not just for one user. Is there a different URL Path I need to use to include all users' incidents (other than https://deskapi.gotoassist.com/v1/incidents.format) , or is there an API token that allows me to query more than just an individual user? If this API is not adequate to doing this, is there a different method that anyone can recommend that will accomplish the same thing?