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latestOpenAPI 3.1.02026-07-2489171167.4 KB
Service Records

Search Service Records by Specific Parameters

Search for service records based on filters, fields or customized query parameters. You can filter records using fields such as status, category, priority, assigned group or agent, creation date, and more.

get/service-records/search

Query parameters

fieldsstring[]

A comma-separated list of fields to return in service records.

querystring

The search criteria

offsetinteger

SR count is limited (see limit parameter). This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.

limitinteger

The maximum number of SRs to retrieve per request. Defaults to 100 results (configurable).

sort_bystring[]

One or more fields to sort by. Available fields are those that were fetched by the request.

sort_dir'asc' | 'desc'

Sort order: ascending or descending. Available values: asc/desc. Default is 'asc'. Relevant only when sort parameter is sent.

expandstring[]

Names of service record property to expand

filtersobject

List of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. I.e.: …&status=19&request_user=235. Multiple values can be sent, comma-separated. I.e.: …&status=4,5.

Response

Matched service record entities

changeCategoryinteger nullable

The classification or severity level id of the service record (relevant only for service requests of Change type and depends on the account).

descriptionstring nullable

A detailed description of the service record.

dueDatestring date-time nullable

The date by which the service record is expected to be resolved.

impactinteger nullable

The impact level of the service record, indicating its effect on operations.

assetIdstring nullable

The primary asset id associated with the service record.

ciIdinteger nullable

The main configuration item (CI) id related to the service record.

priorityinteger nullable

The priority id level of the service record.

statusinteger nullable

The current status id of the service record (e.g., Open, Closed, Pending). Depends on an account.

titlestring

The title or subject of the service record.

urgencyinteger nullable

The urgency level of the service record, indicating how quickly it should be addressed.

weightinteger nullable

A numerical value that may indicate the relative importance or complexity of the service record.

srSubTypeinteger nullable

Service record subtype.

locationinteger nullable

Unique id of the location associated with the service record.

custInt1integer nullable

Custom value 1.

custInt2integer nullable

Custom value 1.

custDate1string date-time nullable

Custom date 1.

custDate2string date-time nullable

Custom date 1.

custNotesstring nullable

Custom notes.

custText1string nullable

Custom text 1.

custText2string nullable

Custom text 2.

custList1integer nullable

Custom list 1 integer identifier.

custList2integer nullable

Custom list 1 integer identifier.

parentLinkinteger nullable
workaroundstring nullable
taskIdinteger nullable
projectIdinteger nullable
versioninteger nullable
successRatinginteger nullable
followupTextstring nullable
followupActualDatestring date-time nullable
followupPlannedDatestring date-time nullable
ccstring nullable
idnumber nullable

Service record identifier.

srTypeinteger nullable

Type id of the service record: 1 - incident; 4 - change; 6 - problem; 10 - request;

agreementinteger nullable

The agreement or contract associated with the service record.

categoryIdinteger nullable

The category id of the service record (e.g., Hardware, Software, Network).

insertTimestring date-time nullable

The time indicating when the service record was created.

updateTimestring date-time nullable

The timestamp indicating when the service record was updated.

closeTimestring date-time nullable

The timestamp indicating when the service record was closed.

currentSupportLevelinteger nullable

The current support level assigned to the service record.

maxSupportLevelinteger nullable

Maximum support level that can be assigned to the service record.

departmentinteger nullable

The department id responsible for handling the service record.

solutionstring nullable

Details of the solution applied to the service record.

resolutionstring nullable

Details of the resolution applied to the service record.

templateIdnumber nullable

The ticket template applied to the service record.

closureInformationinteger nullable

Closure status of the service record.

emailAccountstring nullable

Account email.

surveyStatusinteger nullable
reopenCounterinteger nullable
escalationinteger nullable
sourceinteger nullable
timer1integer nullable
timer2integer nullable
timer3integer nullable
timer4integer nullable
timer5integer nullable
timer6integer nullable
timer7integer nullable
timer8integer nullable
timer9integer nullable
timer10integer nullable
primaryCategorystring nullable

First level service record category name.

secondaryCategorystring nullable

Second level service record category name.

thirdLevelCategorystring nullable

Third level service record category name.

assignedGroupinteger nullable

The id of the administrative group responsible for managing the service record.

assigneeinteger nullable

The user's id to whom the service record is assigned.

followupUserinteger nullable

A user's id who follows up the service record's changes.

responsibleManagerinteger nullable

Admin who manages the service record.

submitUserinteger nullable

The user's id who submitted the service record.

updateUserinteger nullable

The user's id who updated the service record.

requestUserManagerinteger nullable

The user's id who is a manager of the user requested the service record.

Example response

[
  {
    "id": 1779,
    "srType": 10,
    "agreement": 5,
    "categoryId": 5,
    "insertTime": "2025-01-31T12:34:56.000Z",
    "updateTime": "2025-01-31T12:34:56.000Z",
    "closeTime": "2025-01-31T12:34:56.000Z",
    "company": {
      "name": "Alpha",
      "address": "123 Main Street",
      "address2": "Apt. 4B",
      "city": "Washington",
      "state": "Virginia",
      "country": "USA",
      "fax": "555-555-1234",
      "notes": "Some notes about the company.",
      "emailAccount": "company@mail.com",
      "expirationDate": "30-12-2120",
      "agreementId": 5,
      "agreementStartDate": "22-10-2025",
      "agreementEndDate": "01-08-2024",
      "customFields": {
        "company_cust_int_field": 5
      },
      "version": 5,
      "id": 1
    },
    "maxSupportLevel": 5,
    "department": 1,
    "solution": "Network error was fixed",
    "resolution": "The problem occurred due to network error",
    "templateId": 5,
    "closureInformation": 1,
    "emailAccount": "org.name@gmail.com",
    "ci": {
      "id": 1,
      "name": "DE-WXP-64-QA05"
    },
    "asset": {
      "name": "KATANA-GF66",
      "type": "laptop",
      "source": "agent",
      "manufacturer": "MSI",
      "model": "GF66 11UG-871",
      "serial": "SN1A2B3C4",
      "description": "Very cool asset!",
      "ownerId": 10293,
      "ownership": "personal",
      "companyId": 7,
      "locationId": 14,
      "departmentId": 3,
      "warrantyExpiration": "2026-05-13",
      "patchManagementEnabled": true,
      "os": {
        "name": "Windows",
        "version": "11 Pro 24H2"
      },
      "network": {
        "macAddresses": [
          "18:3D:A2:55:67:10",
          "18:3D:A2:55:67:11"
        ],
        "ipAddresses": [
          "10.178.3.44",
          "10.178.3.45"
        ]
      },
      "customFields": {
        "cust_col1": "val1",
        "cust_col21": "val2"
      },
      "additionalData": "Uptime (in seconds): 23945770\nUser domain: EXAMPLE",
      "id": "MSI-123",
      "updateTime": "2025-07-27T18:09:55Z",
      "version": 1
    },
    "requestUser": {
      "firstName": "John",
      "lastName": "Doe",
      "displayName": "John Doe",
      "userEmail": "johndoe@sysaid.com",
      "companyId": 342,
      "departmentId": 342,
      "locationId": 342,
      "timezone": "Asia/Jerusalem",
      "language": "en",
      "managerId": 234,
      "supervisorLevel": "department",
      "jobTitle": "Engineering Director",
      "customColumnsFields": {
        "cust_col1": "val1",
        "cust_col21": "val2"
      },
      "userName": "johndoe",
      "company": {
        "name": "Alpha",
        "address": "123 Main Street",
        "address2": "Apt. 4B",
        "city": "Washington",
        "state": "Virginia",
        "country": "USA",
        "fax": "555-555-1234",
        "notes": "Some notes about the company.",
        "emailAccount": "company@mail.com",
        "expirationDate": "30-12-2120",
        "agreementId": 5,
        "agreementStartDate": "22-10-2025",
        "agreementEndDate": "01-08-2024",
        "customFields": {
          "company_cust_int_field": 5
        },
        "version": 5,
        "id": 1
      },
      "groups": [
        {
          "name": "IT Support",
          "supportLevel": 3,
          "companyId": 1001,
          "email": "support@example.com",
          "receiveAutomaticSrEmailNotifications": true,
          "canBeAssignedToServiceRecord": true,
          "id": 123
        }
      ],
      "version": 13,
      "id": 342
    }
  }
]