Example of using the REST API to retrieve work information related to an incident

To retrieve work information related to an incident, use the HPD:Help Desk form to get the HPD:INC:Worklog. To get the details of all the associations, you retrieve the Entry ID for the corresponding incident on the HPD:Help Desk form and then retrieve the associations related to the work information, that is the HPD:INC:Worklog.

To retrieve the entry for an Incident number 

The following video (6.25) demonstrates how to use the Postman REST API client to search for an entry.

 https://youtu.be/lhch-GTW51U

The video was recorded using an earlier version of Remedy AR System and is valid for Remedy AR System 9.x and later versions.

Use the following steps to get the Entry ID for a corresponding incident, from the HPD:Help Desk form.

1. Open the Postman - REST Client.
2. Create a token. 
3. Set the Request URL as http://serverName/api/arsys/v1/entry/HPD:Help Desk.
4. Click URL Params.

5. Add a parameter q to search for incident number. Ensure value for the parameter is encoded properly. (See  https://www.w3schools.com/html/html_urlencode.asp .) 
   For example, after adding qualification based on “Incident Number” field, URL should look something like this:

   http://serverName/api/arsys/v1/entry/HPD:Help Desk?q=%27Incident+Number%27+%3D+%22INC000000000701%22

6. Select the operation as GET.
7. Click Headers.

8. Enter the following data as key value pair in the header:

   Key	Value
   Authorization	AR-JWT <token generated>
   Content-Type	application/json

9. Click Send.
   The plugin returns a URL in the Location section for the related entry, for example:

   "_links": {
       "self": [
           {
               "href": "http://<server-name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604"
            }
       ]
   }

To retrieve the Work Info Logs associated for an Incident number

The following video (5:14) describes how to use the Postman REST API client to get related entries using associations..

 https://youtu.be/YCJU1tgy8kA

The video was recorded using an earlier version of Remedy AR System and is valid for Remedy AR System 9.x and later versions.

Use the following steps to retrieve all the related work information logs for the incident:

1. Open the Postman - REST Client.
2. Create a token. 
3. Set the Request URL returned in the previous procedure, for example:
   http://serverName/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604
4. Select the operation as GET.
5. Click Headers.

6. Enter the following data as key value pair in the header:

   Key	Value
   Authorization	AR-JWT <token generated>
   Content-Type	application/json

7. To fetch child entries via association such as Work Info Logs in our case, provide additional request parameters to include association name (can be found from dev studio) using URL parameter “fields”. For example, fields=assoc(HPD:INC:Worklog).

8. Click Send.
   The plugin returns a URL in the Location section to all related work information logs that are related to the corresponding incident, for example:

   Request URL

   http://<server name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000027?fields=assoc(HPD:INC:Worklog)

    "_links": {        
   	"self": [
           {
                   "href": "http://<server_name>/api/arsys/v1/entry/HPD:Help%20Desk/INC000000000604"
               }
           ],
           "assoc-HPD:INC:Worklog": [
               {
                   "href": "http://<server_name>/api/arsys/v1/entry/HPD:WorkLog/WLG000000000602"
               },
               {
                   "href": "http://<server_name>/api/arsys/v1/entry/HPD:WorkLog/WLG000000000603"
               }
           ]
       }