Querying Historical Service Tickets_Incident Management_Fault Management_API_API Reference

Function

This API is used to obtain the historical records of incident tickets or issue tickets. The types of service tickets are distinguished by ticket_type. For an incident ticket, the value is incident. For an issue ticket, the value is issues_mgmt. This API requires the ticket ID to be queried, which is configured through the request parameter string_filters. For details, see the request parameter description and example.

Authorization Information

Each account has all the permissions required to call all APIs, but IAM users must be assigned the required permissions.

If you are using role/policy-based authorization, see Permissions Policies and Supported Actions for details on the required permissions.

If you are using identity policy-based authorization, the following identity policy-based permissions are required.

Action	Access Level	Resource Type (*: required)	Condition Key	Alias	Dependencies
coc:ticket:getOperationHistories	List	-	-	-	-

URI

POST /v1/external/{ticket_type}/list-histories

**Table 1** Path Parameters
Parameter	Mandatory	Type	Description
ticket_type	Yes	String	Definition: Type of the service ticket to be queried. The value is incident for an incident ticket and issues_mgmt for an issue ticket. Constraints: N/A Value range: The value can be: incident issues_mgmt Default value: N/A

Request Parameters

**Table 2** Request body parameters
Parameter	Mandatory	Type	Description
string_filters	No	Array of ObjectFilter objects	Definition: Search criteria of a character string. You can search for a specific ticket based on the criteria. Constraints: Array length: 0 to 20 Value range: N/A Default value: N/A
sort_filter	No	ObjectFilter object	Definition: Sorting condition of the searched historical records. The records can be sorted by the creation time of the operation records. Constraints: N/A Value range: N/A Default value: N/A

**Table 3** ObjectFilter
Parameter	Mandatory	Type	Description
operator	No	String	Definition: Operators include in, like, desc, startwith, endwith, =, !=, >, <, and more. Constraints: When you query a ticket ID, the operator is equal to, indicating that a specific ticket is searched for. When the query result is sorted, the operator is desc. Minimum length: 0 Maximum length: 20 Value range: N/A Default value: N/A
field	No	String	Definition: Name of the field to be operated. Constraints: When a ticket is queried, the field name is ticket_id. When the query result is sorted and filtered based on the creation time, the field name is start_time. Minimum length: 0 Maximum length: 255 Value range: N/A Default value: N/A
name	No	String	Definition: Name of the condition to be operated. Constraints: When a ticket is queried, the condition name is ticket_id. When the query result is sorted and filtered based on the creation time, the condition name is start_time. Minimum length: 0 Maximum length: 255 Value range: N/A Default value: N/A
values	No	Array of objects	Definition: Condition value that must be met when a field is operated. Constraints: When a ticket is queried, the condition value is the ticket ID. When the query result is sorted and filtered based on the creation time, the condition value is start_time. Array length: 0 to 1024 Value range: N/A Default value: N/A

Response Parameters

Status code: 200

**Table 4** Response body parameters
Parameter	Type	Description
provider_code	String	Definition: Service ID. Value range: N/A Default value: 049
error_code	String	Definition: Request response code. Value range: GOM.00000000~GOM.00009999999 Default value: GOM.00000000
error_msg	String	Definition: Response description for a request. Value range: N/A
data	data object	Definition: Data returned after a successful request. Value range: N/A

**Table 5** data
Parameter	Type	Description
total	Long	Definition: Total number of operation records. Value range: N/A
info	Array of TicketHistoryInfo objects	Definition: Details about an operation record. Value range: N/A

**Table 6** TicketHistoryInfo
Parameter	Type	Description
action_id	String	Definition: Operation ID. Value range: N/A
action	String	Definition: Information about the current action. Value range: N/A
sub_action	String	Definition: Sub-action of the current operation. Value range: N/A
operator	String	Definition: Employee ID of the current operator. Value range: N/A
comment	String	Definition: Comment information of the current operation. Comment information is added when the operation is approved or rejected. Value range: N/A
id	String	Definition: Primary key ID of an operation record. Value range: N/A
ticket_id	String	Definition: Ticket ID, which is the unique ID of a ticket stored in the database. Value range: N/A
start_time	Long	Definition: Start time of the current operation. The value is a 13-digit timestamp. Value range: N/A
stop_time	Long	Definition: End time of the current operation. The value is a 13-digit timestamp. Value range: N/A
target_type	String	Definition: Object type. Value range: N/A
target_value	String	Definition: Object value. Value range: N/A
is_deteted	Boolean	Definition: Whether the current operation record has been deleted. Value range: N/A
update_time	Long	Definition: Update time. Value range: N/A
action_name_zh	String	Definition: Chinese name of the current action. Value range: N/A
action_name_en	String	Definition: English name of the current action. Value range: N/A
action_template_zh	String	Definition: Chinese template of the current operation action. When the ticket is escalated or de-escalated, this field stores the escalation or de-escalation details. Value range: N/A
action_template_en	String	Definition: English template of the current operation action. When the service ticket is escalated or de-escalated, this field stores the escalation or de-escalation details. Value range: N/A
status	String	Definition: Status of the ticket corresponding to the current operation. Value range: N/A
final_sub_action	String	Definition: Final sub-action. Value range: N/A
enum_data_list	Array of EnumDataInfo objects	Definition: Enumerated data. The operator information is stored in the enumerated value. The enumerated value of match_type is reference__base_config.User, storing the information about the current operator. name_zh indicates the user name, and biz_id indicates the ID of the current operator. Value range: N/A

**Table 7** EnumDataInfo
Parameter	Type	Description
is_deleted	Boolean	Definition: Whether the current enumerated value has been deleted. Value range: N/A
match_type	String	Definition: Matching type. Currently, match_type is set to reference__base_config.User, and name_zh indicates the name of the current operator. Value range: N/A
ticket_id	String	Definition: Service ticket number. Value range: N/A
real_ticket_id	String	Definition: Actual ticket number. Value range: N/A
name_zh	String	Definition: Chinese name of the enumerated value. Value range: N/A
name_en	String	Definition: English name of the enumerated value. Value range: N/A
user_name	String	Definition: Operator name. Value range: N/A
biz_id	String	Definition: Unique ID of an enumerated value. When match_type is set to reference__base_config.User, the value of biz_id is the unique ID of the operator. Value range: N/A
prop_id	String	Definition: Type corresponding to the current enumerated value. The operator is the operator. Value range: N/A
model_id	String	Definition: Model ID corresponding to different applications in the background. The value in the historical record is TicketHistoryInfo. Value range: N/A

Status code: 400

**Table 8** Response body parameters
Parameter	Type	Description
provider_code	String	Definition: Service ID. Value range: N/A Default value: 049
error_code	String	Definition: Request response code. Value range: GOM.00000000~GOM.00009999999 Default value: GOM.00000000
error_msg	String	Definition: Response description for a request. Value range: N/A

Example Requests

Query the operation records of incident ticket IM202505122006320125400123 and sort the records in descending order.

POST https://{Endpoint}/v1/external/incident/list-histories

{
  "string_filters" : [ {
    "operator" : "=",
    "field" : "ticket_id",
    "name" : "ticket_id",
    "values" : [ "IM202505122006320125400123" ]
  } ],
  "sort_filter" : {
    "operator" : "desc",
    "field" : "start_time",
    "name" : "start_time",
    "values" : [ "start_time" ]
  }
}

Query the operation records of issue ticket ISU20250328114738010447096 and sort the records in descending order.

POST https://{Endpoint}/v1/external/issues_mgmt/list-histories

{
  "string_filters" : [ {
    "operator" : "=",
    "field" : "ticket_id",
    "name" : "ticket_id",
    "values" : [ "ISU20250328114738010447096" ]
  } ],
  "sort_filter" : {
    "operator" : "desc",
    "field" : "start_time",
    "name" : "start_time",
    "values" : [ "start_time" ]
  }
}

Example Responses

Status code: 200

Request succeeded.

For more status codes, see Status Codes.

{
  "example1" : {
    "error_code" : "GOM.00000000",
    "error_msg" : null,
    "provider_code" : "049",
    "data" : {
      "total" : 4,
      "info" : [ {
        "action_id" : "main",
        "action" : "incident_confirm",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "comment" : "ok",
        "id" : "fb9c0d40f18effe4d2fc2a6493a635d5",
        "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
        "start_time" : 1749546452867,
        "is_deteted" : false,
        "action_name_zh" : "Verify that the incident has been resolved.",
        "action_name_en" : "Verify that the incident has been resolved.",
        "status" : "INCIDENT_STATUS_COMPLETED",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
          "real_ticket_id" : "IM202506101705560177472084",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "action_id" : "main",
        "action" : "incident_confirm",
        "sub_action" : "create",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "05a3bbd05d592abc8230cd01396af4a7",
        "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
        "start_time" : 1749546447093,
        "stop_time" : 1749546452867,
        "is_deteted" : false,
        "action_name_zh" : "Handle an incident ticket.",
        "action_name_en" : "Handling an Event",
        "status" : "INCIDENT_STATUS_RESOLVED",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
          "real_ticket_id" : "IM202506101705560177472084",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "action_id" : "main",
        "action" : "incident_accept",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "3e3cb689c6bd3a1d5f9851bdc8291571",
        "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
        "start_time" : 1749546361818,
        "stop_time" : 1749546447093,
        "is_deteted" : false,
        "action_name_zh" : "Accept an incident ticket.",
        "action_name_en" : "Handling an incident",
        "status" : "INCIDENT_STATUS_ACKNOWLEDGED",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
          "real_ticket_id" : "IM202506101705560177472084",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "action_id" : "main",
        "action" : "create_incident",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "68b38efc90600ae3d4a107c9a2898b29",
        "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
        "start_time" : 1749546356953,
        "stop_time" : 1749546361818,
        "is_deteted" : false,
        "action_name_zh" : "Create an incident ticket.",
        "action_name_en" : "create incident",
        "status" : "INCIDENT_STATUS_TRIGGERED",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "3e051d66-5fa3-4149-8fb4-2c482b0021d6",
          "real_ticket_id" : "IM202506101705560177472084",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      } ]
    }
  },
  "example2" : {
    "error_code" : "GOM.00000000",
    "error_msg" : null,
    "provider_code" : 4,
    "data" : {
      "total" : 4,
      "info" : [ {
        "history_kind" : "issues_mgmt_history_type_1000",
        "action_id" : "main",
        "action" : "gocm_issues_verifying",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "comment" : "ok",
        "id" : "cffe457c428f6b853a8e75c03f859168",
        "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
        "start_time" : 1749546975156,
        "is_deteted" : false,
        "action_name_zh" : "Issue verified",
        "action_name_en" : "The problem passes the verification.",
        "status" : "issues_work_flow_status_12000",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "enum",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "Main process",
          "name_en" : "Main Process",
          "biz_id" : "issues_mgmt_history_type_1000",
          "prop_id" : "history_kind",
          "model_id" : "TicketHistoryInfo"
        }, {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "history_kind" : "issues_mgmt_history_type_1000",
        "action_id" : "main",
        "action" : "gocm_issues_submit_issues_solutions",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "4c13b2c7b09daf7034740462059e53bc",
        "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
        "start_time" : 1749546967462,
        "stop_time" : 1749546975156,
        "is_deteted" : false,
        "action_name_zh" : "Submit the issue for a solution.",
        "action_name_en" : "Submit issues to solutions",
        "status" : "issues_work_flow_status_5000",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "enum",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "Main process",
          "name_en" : "Main Process",
          "biz_id" : "issues_mgmt_history_type_1000",
          "prop_id" : "history_kind",
          "model_id" : "TicketHistoryInfo"
        }, {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "history_kind" : "issues_mgmt_history_type_1000",
        "action_id" : "main",
        "action" : "gocm_issues_accepte",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "f47c48bdd0a85dd8ec2a620cdb998e48",
        "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
        "start_time" : 1749546958026,
        "stop_time" : 1749546967462,
        "is_deteted" : false,
        "action_name_zh" : "Accept the ticket.",
        "action_name_en" : "Accepted",
        "status" : "issues_work_flow_status_2000",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "enum",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "Main process",
          "name_en" : "Main Process",
          "biz_id" : "issues_mgmt_history_type_1000",
          "prop_id" : "history_kind",
          "model_id" : "TicketHistoryInfo"
        }, {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      }, {
        "history_kind" : "issues_mgmt_history_type_1000",
        "action_id" : "main",
        "action" : "submit_issues_mgmt",
        "sub_action" : "success",
        "operator" : "4bb5b07fce7c42859e943103a7234bae",
        "id" : "123836321d74aecd6b6a60e730c08473",
        "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
        "start_time" : 1749546954608,
        "stop_time" : 1749546958026,
        "is_deteted" : false,
        "action_name_zh" : "Create an issue ticket.",
        "action_name_en" : "Create a trouble ticket",
        "status" : "issues_work_flow_status_1000",
        "final_sub_action" : "success",
        "enum_data_list" : [ {
          "is_deleted" : false,
          "match_type" : "enum",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "Main process",
          "name_en" : "Main Process",
          "biz_id" : "issues_mgmt_history_type_1000",
          "prop_id" : "history_kind",
          "model_id" : "TicketHistoryInfo"
        }, {
          "is_deleted" : false,
          "match_type" : "reference__base_config.User",
          "ticket_id" : "e59ea369-8fbd-4876-b37d-92b2ae50b5b3",
          "real_ticket_id" : "ISU20250610171554014510592",
          "name_zh" : "coc_platform_apitest",
          "name_en" : "coc_platform_apitest",
          "user_name" : "coc_platform_apitest",
          "biz_id" : "4bb5b07fce7c42859e943103a7234bae",
          "prop_id" : "operator",
          "model_id" : "TicketHistoryInfo"
        } ]
      } ]
    }
  }
}

Status code: 400

The request failed to be processed due to bad syntax.

For more status codes, see Status Codes.

{
  "error_code" : "GOM.00007256",
  "error_msg" : "Invalid parameters",
  "provider_code" : 4,
  "data" : null
}

Status Codes

Status Code	Description
200	Request succeeded. For more status codes, see Status Codes.
400	The request failed to be processed due to bad syntax. For more status codes, see Status Codes.

Status Code

Description

200

Request succeeded.

For more status codes, see Status Codes.

400

The request failed to be processed due to bad syntax.

For more status codes, see Status Codes.

Error Codes

See Error Codes.

Querying Historical Service Tickets

Function

Authorization Information

URI

Request Parameters

Response Parameters

Example Requests

Example Responses

Status Codes

Error Codes

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