Incidents

Endpoints

Retrieve a list of all matching records GET https://deskapi.gotoassist.com/v2/incidents
Retrieve a single record by ID GET https://deskapi.gotoassist.com/v2/incidents/[id]
Retrieve the defaults for a new record GET https://deskapi.gotoassist.com/v2/services/[id]/incidents/new
Create a new record POST https://deskapi.gotoassist.com/v2/services/[id]/incidents
Update an existing record PUT https://deskapi.gotoassist.com/v2/incidents/[id]

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 Array Of User
total_time_spent Integer
time_entries Array Of Time Entry
ratings Array Of Rating
tasks Array Of Task
task_count Integer
my_task_count Integer
task_state String
watching_users Array Of User
watching_external_emails Array Of String
comments Array Of 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 Array Of Customer The list of customers associated with the record
customer Customer
activity_groups Array Of Audit Trail Group
activity Array Of 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