API Documentation

Retrieve all employee records in the system with complete profile information

[
  {
    "id": "b5f3d421-8c9a-4e2b-a1d3-7f8e9c4b2a6d",
    "descriptor": "Sarah Johnson",
    "primaryWorkEmail": "sarah.johnson@company.com",
    "isActive": true,
    "managerId": "a2c4e6f8-1b3d-5a7c-9e2f-4d6b8c1a3e5f",
    "department": "R&D",
    "supervisoryOrgId": "org_RD",
    "primaryJob": {
      "title": "Senior Engineer",
      "department": "R&D",
      "level": "Senior",
      "salary": 95000
    },
    "startDate": "2023-03-15",
    "location": "San Francisco"
  }
]

Get only active employees (returns all workers - filter by isActive=true client-side)

Retrieve detailed information for a specific employee by their ID

Retrieve all invoices with vendor, amount, and approval status information

Retrieve all IoT devices with status, location, and maintenance information

Retrieve all incidents in the ITSM system with full details including caller info, assignment, SLA targets, and work notes

Get specific incident details by ID (e.g., INC-001)

General-purpose partial update for any incident field. Read-only fields (id, createdAt, notes, attachments) are ignored. Priority auto-recalculates if impact or urgency change.

{
  "status": "In Progress",
  "impact": "High",
  "urgency": 2,
  "assignmentGroup": "Network Operations",
  "assignedTo": "Jane Doe",
  "description": "Updated description with new findings"
}

{
  "message": "Incident INC-001 updated successfully",
  "incident": { "..." },
  "changes": [
    { "field": "status", "from": "New", "to": "In Progress" },
    { "field": "impact", "from": 3, "to": 1 },
    { "field": "priority", "from": "P3", "to": "P1" }
  ]
}

Create a new incident with auto-priority calculation from impact and urgency scores

{
  "title": "Email service unavailable",
  "description": "Users reporting inability to send/receive emails since 9am",
  "impact": 2,
  "urgency": 1,
  "category": "Email",
  "callerName": "John Smith",
  "callerEmail": "john.smith@acme.com"
}

Update incident status (enforces valid workflow transitions: New → Open → In Progress → Pending → Resolved → Closed)

Add a work note to an incident for tracking investigation progress and communication

Assign incident to a team or technician

Escalate an incident to a higher priority level or management tier

Resolve incident with resolution code and notes

Link an incident to other records (problems, changes, or other incidents) for cross-referencing

Get incident statistics: counts by status/priority, SLA compliance rates, average resolution times

Get all change requests with full details including risk assessment, implementation plans, and approval status

Create a new change request (Standard, Normal, or Emergency)

Update the status of a change request (enforces valid workflow transitions)

CAB approve a change request with approver and comments

Reject a change request with reason and comments from a CAB reviewer

Start implementation of an approved change request, transitioning it to active work

Mark a change request as completed after successful implementation

Get change calendar grouped by scheduled date for conflict detection

Get change management statistics: counts by type/status, approval rates, and success metrics

Get all service requests with full lifecycle details (submission, approval, fulfillment, closure)

Create a new service request from the catalog (laptops, software, VPN access, peripherals, etc.)

Update service request status (enforces valid workflow transitions)

Approve a pending service request

Reject a service request with reason and comments

Mark a service request as fulfilled after completing the requested work

Assign a service request to a team or technician for fulfillment

Add a work note to a service request for tracking progress and communication

Get service request statistics: counts by status/category, average fulfillment times

Get all service requests that are waiting for approval

Get all 12 service catalog items with form fields, approval requirements, fulfillment times, and costs

Get all problem records with root cause analysis details and linked incidents

Create a new problem record for root cause investigation

Update problem status (enforces valid workflow transitions)

Update the root cause analysis for a problem record

Link one or more incidents to a problem record for tracking related occurrences. Supports multiple input formats for flexibility.

// Option 1: Array of IDs (preferred for multiple)
{ "incidentIds": ["INC-001", "INC-002", "INC-003"] }

// Option 2: Semicolon-separated string
{ "incidentIds": "INC-001; INC-002; INC-003" }

// Option 3: Single ID (backward compatible)
{ "incidentId": "INC-001" }

// Option 4: Comma/semicolon-separated via incidentId
{ "incidentId": "INC-001, INC-002; INC-003" }

{
  "message": "Linked 3 incident(s) to problem PRB-001",
  "problem": { "..." },
  "linked": ["INC-001", "INC-002", "INC-003"],
  "linkedCount": 3,
  "notFound": []
}

Unlink an incident from a problem record. Also clears the incident's back-reference to this problem.

{ "incidentId": "INC-001" }

{
  "success": true,
  "message": "INC-001 unlinked from PRB-001",
  "data": { "..." }
}

Get all known errors with documented workarounds for self-service resolution

Get all CMDB assets (workstations, servers, network devices, printers, mobile devices)

Create a new asset record in the CMDB

Update asset status (e.g., Active, In Maintenance, Retired, Decommissioned)

Filter assets by type (e.g., workstation, server, network, printer, mobile)

Get the change history and audit trail for a specific asset

Get asset statistics: counts by type/status, warranty expiration summaries

Get all knowledge base articles for context grounding and self-service automation

Create a new knowledge base article (draft status by default)

Publish a draft knowledge base article, making it available for search and self-service

Archive an outdated knowledge base article

Mark a knowledge article as helpful (increments helpfulness counter for ranking)

Track a view on a knowledge article (increments view counter for analytics)

Search knowledge base by keyword (searches titles, content, and tags)

Get incident summary report with breakdowns by status, priority, category, and trends

Get SLA compliance report with response/resolution metrics and breach analysis

Get team performance report with workload distribution, resolution rates, and response times per team

Get change success rate report with implementation outcomes and rollback statistics

Get request fulfillment report with average fulfillment times, approval rates, and catalog item popularity

Get aggregate dashboard statistics across all ITSM modules (incidents, changes, requests, assets)

Get recent audit log entries showing all actions performed across ITSM modules

Get audit log entries for a specific target record (e.g., INC-001, CHG-002)

Get audit log entries for a specific actor (user or system) to track their actions

Mark a specific notification as read

Mark all notifications as read in bulk

Execute a runbook (predefined automated procedure) for incident remediation or maintenance tasks

Get support teams, technicians with skills/workload, and IT governance policies

Reset all ITSM demo data back to its initial state (useful for workshop resets between sessions)