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API Pull Incident Additional Information
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on Dec 2, 2015
on Dec 2, 2015 by Chris Walls
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We have a Service Catalog item for requesting a database. When we pull the incident using the api we notice that the variables created from the request are not returned. How can we pull these variables using the api.
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May 25, 2016 4:33 PM
You can obtain the catalog variables with the following:
Adding the layout=long parameter will add all of the incident's data as seen in the browser view!
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May 25, 2016 6:01 PM
I have a related post pertaining to this topic
What I have done to create a reliable link between catalog items and the incidents created from the item is implement a step in the process for creating catalog items which requires the addition of a unique identifier. The identifier is "Item: A123" where 'A123' is the unique identifier. This then allows me to 'join' the incidents to the catalog item by searching the description field for that text (as the description in the incident for the catalog item is stripped of HTML and the description in the catalog item is HTML) . Depending on the DB used, you may find a way to trigger the addition of the catalog item id to the record of the incident, or, using your language of choice do a string search of all incidents coming in for the text e.g. 'Item: ' and parse out from there and find the related catalog item.
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