Page Comparison

Table of Contents

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Name	Datatype	Searchable	Notes
SD_TYPE	string	Yes	The type of the SD item (e.g. Inquiry), use TYPE for search
SD_NUMBER	string	Yes	The unique identifier for a service desk item
DUE_DATE	string	Yes	The date established for the service desk item to be completed
DESCRIPTION	string	Yes	A brief description of the service desk item
OWNER	string	Yes	Name of the service owner – either a Contact or Dept. Hierarchy
CSR	string	Yes	The Customer Service Representative
REQUESTOR	string	Yes	The contact that initiated the service desk item
SD_SOURCE	string	Yes	The originating source of the service desk item (e.g., email or phone)
SD_STATUSstatus	string	Yes	Current status of the service desk item
SERVICEDESK_REMARKS	list	No	All remarks or comments for the service desk item and its actions
SERVICEDESK_EMAIL	list	No	The email thread concerning the service desk item
SERVICEDESK_ATTACHMENTS	list	No	List of attachment documents and files
SERVICEDESK_ACTIONS	list	No	List of all actions for the service desk item
SERVICEDESK_EQUIPMENT	list	No	List of all equipment to be used/associated with the service desk item
SERVICEDESK_CONTACTS	list	No	List of contacts for the service desk item
SERVICEDESK_CHARGES	list	No	List of all charges to be billed on the service desk item
SERVICEDESK_LABOR	list	No	List of the labor performed by worker and when performed
SERVICEDESK_WORKFLOW	list	No	List of all workflow on the service desk item
SERVICEDESK_GLA	list	No	All G/L Accounts associated with this service desk item
SERVICEDESK_CABLE	list	No	List of cable paths for the service desk item

...

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Code Block

language	xml

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>1280</total_count>
        <servicedesk>
            <item>
                <RECID>1599</RECID>
                <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                <SD_TYPE>Service Order</SD_TYPE>
                <SD_NUMBER>SO201301080</SD_NUMBER>
                <DUE_DATE/>
                <REQUESTED_DUE_DATE/>
                <DESCRIPTION/>
                <MODIFIED_BY>PCR User</MODIFIED_BY>
                <OWNER/>
                <CSR>Doe, John</CSR>
                <REQUESTOR/>
                <GLA_FULL_CODES_0>050 > 05 > 0315</GLA_FULL_CODES_0>
                <SD_SOURCE>Web</SD_SOURCE>
                <SD_SD_SOURCE_CODE>WEB</SD_SD_SOURCE_CODE>
                <SD_STATUS>Pending</SD_STATUS><status>Pending</status>
                <SD_SD_STATUS<status_CODE>PENDING</SD_SD_STATUSstatus_CODE>
                <SD_URGENCY_VALUE>Low</SD_URGENCY_VALUE>
                <SD_URGENCY_CODE>LOW</SD_URGENCY_CODE>
                <SERVICEDESK_REMARKS>
                    <item>
                        <RECID>19175</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>1599</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <ACTIVITY_TYPE>typeAssigned</ACTIVITY_TYPE>
                        <REMARKS>Service Desk Item Assigned</REMARKS>
                        <APPENDTO_SERVICE_REMARKS>0</APPENDTO_SERVICE_REMARKS>
                    </item>
                </SERVICEDESK_REMARKS>
                <SERVICEDESK_EMAIL>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-19 13:23:05</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>280</SERVICE_DESK_RECID>
                        <THREAD_DATE>2013-03-19 13:23:05</THREAD_DATE>
                        <TYPE>SENT</TYPE>
                        <SUBJECT>Email Subject, This is</SUBJECT>
                        <MESSAGE>Do or do not.  There is no try</MESSAGE>
                        <FIRST_NAME>Yoda</FIRST_NAME>
                        <LAST_NAME>Jedi</LAST_NAME>
                        <EMAIL>y.jedi@dagobah.com</EMAIL>
                        <TO>Yoda Jedi (y.jedi@dagobah.com)</TO>
                        <CC/>
                    </item>
                </SERVICEDESK_EMAIL>
                <SERVICEDESK_ATTACHMENTS>
                    <item>
                        <RECID>41</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-02-08 11:43:49</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>31</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <FILES_RECID>176</FILES_RECID>
                        <FILENAME>tardis.jpg</FILENAME>
                        <MIME_TYPE>image/jpeg</MIME_TYPE>
                        <SIZE>47311</SIZE>
                    </item>
                </SERVICEDESK_ATTACHMENTS>
                <SERVICEDESK_ACTIONS>
                    <item>
                        <RECID>91</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-12 10:00:24</MODIFIED_DATE>
                        <SERVICE_ID>(555) 555-5555</SERVICE_ID>
                        <REFERENCE/>
                        <SDA_NUMBER>4</SDA_NUMBER>
                        <DUE_DATE/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDACT_SD_ACTION_VALUE>Remove</SDACT_SD_ACTION_VALUE>
                        <SDACT_SD_ACTION_CODE>REMOVE</SDACT_SD_ACTION_CODE>
                        <SDACT_SD_STATUSstatus_VALUE>Complete</SDACT_SD_STATUSstatus_VALUE>
                        <SDACT_SD_STATUSstatus_CODE>COMPLETE</SDACT_SD_STATUSstatus_CODE>
                        <SDACT_URGENCY_VALUE>Medium</SDACT_URGENCY_VALUE>
                        <SDACT_URGENCY_CODE>MEDIUM</SDACT_URGENCY_CODE>
                    </item>
                </SERVICEDESK_ACTIONS>
                <SERVICEDESK_EQUIPMENT>
                    <item>
                        <RECID>286</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-19 08:31:17</MODIFIED_DATE>
                        <QUANTITY>1</QUANTITY>
                        <BILLABLE>No</BILLABLE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDE_SD_EQP_ACTIONS_VALUE>Add</SDE_SD_EQP_ACTIONS_VALUE>
                        <SDE_SD_EQP_ACTIONS_CODE>ADD</SDE_SD_EQP_ACTIONS_CODE>
                        <SDE_SD_EQP_STATUS_VALUE>Complete</SDE_SD_EQP_STATUS_VALUE>
                        <SDE_SD_EQP_STATUS_CODE>COMPLETE</SDE_SD_EQP_STATUS_CODE>
                    </item>
                </SERVICEDESK_EQUIPMENT>
                <SERVICEDESK_CONTACTS>
                    <item>
                        <RECID>261</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-11 08:54:00</MODIFIED_DATE>
                        <EMAIL>thecaptain@pcr.com</EMAIL>
                        <PHONE_NUMBER>5551112222</PHONE_NUMBER>
                        <SOURCE/>
                        <FIRST_NAME>Steve</FIRST_NAME>
                        <LAST_NAME>Rogers</LAST_NAME>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDC_SD_CNTS_TYPE_VALUE>Hero</SDC_SD_CNTS_TYPE_VALUE>
                        <SDC_SD_CNTS_TYPE_CODE>HERO</SDC_SD_CNTS_TYPE_CODE>
                    </item>
                </SERVICEDESK_CONTACTS>
                <SERVICEDESK_CHARGES>
                    <item>
                        <RECID>5673</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-04-20 14:52:48</MODIFIED_DATE>
                        <DESCRIPTION/>
                        <AMOUNT>50</AMOUNT>
                        <BILLED_DATE/>
                        <PRORATE>No</PRORATE>
                        <CHARGE_PROCESSED>No</CHARGE_PROCESSED>
                        <SOURCE_TABLE_NAME/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <CHG_SD_CHRG_ACTION_VALUE>Start</CHG_SD_CHRG_ACTION_VALUE>
                        <CHG_SD_CHRG_ACTION_CODE>START</CHG_SD_CHRG_ACTION_CODE>
                    </item>
                </SERVICEDESK_CHARGES>
                <SERVICEDESK_LABOR>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-04-09 09:20:47</MODIFIED_DATE>
                        <WORKED_DATE>2013-04-09 00:00:00</WORKED_DATE>
                        <BILLABLE>No</BILLABLE>
                        <HOURS_WORKED>3600</HOURS_WORKED>
                        <FIRST_NAME>Bruce</FIRST_NAME>
                        <LAST_NAME>Wayne</LAST_NAME>
                        <WORKGROUP>Public Safety</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDL_LABOR_TYPE_VALUE>Crime Fighting</SDL_LABOR_TYPE_VALUE>
                        <SDL_LABOR_TYPE_CODE>CRIME_FIGHTING</SDL_LABOR_TYPE_CODE>
                    </item>
                </SERVICEDESK_LABOR>
                <SERVICEDESK_WORKFLOW>
                    <item>
                        <RECID>6091</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-06-26 08:38:05</MODIFIED_DATE>
                        <START_DATE>2015-05-08 10:04:00</START_DATE>
                        <COMPLETED_DATE>2015-06-26 08:38:05</COMPLETED_DATE>
                        <SCHEDULED_DATE/>
                        <SCHEDULED_END_DATE/>
                        <BILLABLE>No</BILLABLE>
                        <NOTES/>
                        <ESTIMATED_TIME/>
                        <FIRST_NAME/>
                        <LAST_NAME/>
                        <WORKGROUP>Janitorial</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SWF_SD_WF_STATUS_VALUE>Complete</SWF_SD_WF_STATUS_VALUE>
                        <SWF_SD_WF_STATUS_CODE>COMPLETE</SWF_SD_WF_STATUS_CODE>
                    </item>
                </SERVICEDESK_WORKFLOW>
                <SERVICEDESK_GLA>
                    <item>
                        <PERCENT>100</PERCENT>
                        <Type>Default</Type>
                        <GLA_FULL_CODES_0>56786 > 1814 > 23221 > 7755</GLA_FULL_CODES_0>
                    </item>
                </SERVICEDESK_GLA>
                <SERVICEDESK_CABLE>
                    <item>
                        <RECID>1166</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-07-08 15:14:50</MODIFIED_DATE>
                        <INSTANCE>200</INSTANCE>
                        <FROM_EQP>SRS BDF 2</FROM_EQP>
                        <FROM_CAT>61</FROM_CAT>
                        <FROM_PPL/>
                        <TO_PPL/>
                        <CABLE>SRS BDF 2</CABLE>
                        <PAIR_STRAND_NUM>4</PAIR_STRAND_NUM>
                        <BACKBONE_SERVICE/>
                        <TO_EQP>Jack 01-08</TO_EQP>
                        <TO_CAT>71</TO_CAT>
                        <TO_DESC>Jack</TO_DESC>
                        <MODIFIED_BY>demo</MODIFIED_BY>
                        <SDC_SD_CABLE_ACTION_VALUE>Out</SDC_SD_CABLE_ACTION_VALUE>
                        <SDC_SD_CABLE_ACTION_CODE>OUT</SDC_SD_CABLE_ACTION_CODE>
                    </item>
                </SERVICEDESK_CABLE>
            </item>
        </servicedesk>
    </servicedesk>

...

Type

Description

Extra Parameters*

Searchable

Results

CONTACTS

Retrieve available Contacts

CTYPE - Type of contact. Example: "worker"

yes

Contacts

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <contacts>
            <item>
                <RECID>809</RECID>
                <SERVICE_REP>Doe, John</SERVICE_REP>
                <STATUS>1</STATUS>
                <CONTACT_TYPE_LISTS_RECID>1147</CONTACT_TYPE_LISTS_RECID>
                <C_TITLE_VALUE/>
                <C_TITLE_CODE/>
                <CTYPE_CONTACT_TYPE_VALUE>User</CTYPE_CONTACT_TYPE_VALUE>
                <CTYPE_CONTACT_TYPE_CODE>USER</CTYPE_CONTACT_TYPE_CODE>
            </item>
        </contacts>
    </servicedesk>

DEPTHIER

Retrieve available Departments

Coming Soon

Department Hierarchy

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <depthier>
            <item>
                <RECID>24</RECID>
                <DH_NAME>Facilities</DH_NAME>
                <STATUS>1</STATUS>
                <DEFAULT_SLA_DESC/>
                <DEFAULT_INCI_SLA_DESC/>
                <BG_NAME>Admin</BG_NAME>
                <DEPT_HIERARCHY_PATH>FM</DEPT_HIERARCHY_PATH>
                <DEPT_HIERARCHY_PATH_TOOLTIP>FM</DEPT_HIERARCHY_PATH_TOOLTIP>
                <NAME_AND_BG>FM - Admin</NAME_AND_BG>
            </item>
        </depthier>
    </servicedesk>

EQP_CATALOG

Retrieve available Equipment Catalogs

yes

Equipment Catalog

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>64</count>
        <total_count>64</total_count>
        <eqp_catalog>
            <item>
                <RECID>56</RECID>
                <TENANTS_RECID>0</TENANTS_RECID>
                <MODIFIED_DATE>2013-08-20 13:56:56</MODIFIED_DATE>
                <MODIFIED_BY>LOrgana</MODIFIED_BY>
                <STATUS>1</STATUS>
                <PART_NUMBER>Test 1</PART_NUMBER>
                <PART_NUM_BARCODE>2939473020239</PART_NUM_BARCODE>
                <DESCRIPTION>Blaster</DESCRIPTION>
                <MANUFACTURER>Integrated Galactic Blaster Corp.</MANUFACTURER
                <MANU_PART_NUM>T23</MANU_PART_NUM>
                <CATALOG_DESCRIPTION>The last line of defense that you will ever need.</CATALOG_DESCRIPTION>
                <CATEGORY>0</CATEGORY>
                <PRORATE>0</PRORATE>
                <ASSIGNABLE>1</ASSIGNABLE>
                <BILLABLE>0</BILLABLE>
                <CABLING_EQUIPMENT>1</CABLING_EQUIPMENT>
                <ASSET>0</ASSET>
                <LOCATION_REQUIRED>0</LOCATION_REQUIRED>
                <ORDERABLE>1</ORDERABLE>
                <CONSUMABLE>0</CONSUMABLE>
                <PROVISIONED>0</PROVISIONED>
                <REVENUE_GLA_RECID>42</REVENUE_GLA_RECID>
                <REVENUE_OB_CODES_RECID>6</REVENUE_OB_CODES_RECID>
                <EXPENSE_OB_CODES_RECID>6</EXPENSE_OB_CODES_RECID>
                <WORKER_INSTALL_TIME/>
                <WORKER_REMOVE_TIME/>
                <MAX_QUANTITY/>
                <PARENT_EQP_CATALOG_RECID>28</PARENT_EQP_CATALOG_RECID>
                <WARRANTY_LENGTH_LISTS_RECID/>
                <HEIGHT/>
                <WIDTH/>
                <SLOTS/>
                <UNIT_LISTS_RECID>1339</UNIT_LISTS_RECID>
                <HAS_UNITS>0</HAS_UNITS>
                <CONTIGUOUS>0</CONTIGUOUS>
                <CM_MODEL/>
                <BILLING_GROUP_RESTRICT/>
                <LOCATION_RESTRICT>
                    <item>111</item>
                </LOCATION_RESTRICT>
            </item>
        </eqp_catalog>
    </servicedesk>

CHARGE_CATALOG

Retrieve available Charge Catalogs

yes

Charge Catalog

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>64</count>
        <total_count>64</total_count>
        <charge_catalog>
            <item>
                <RECID>167</RECID>
                <NAME>Starship Detailing</NAME>
                <DESCRIPTION>1-time charge for cleaning of starships</DESCRIPTION>
                <AMOUNT>126587</AMOUNT>
                <CHARGE_TYPE_LISTS_RECID>1981</CHARGE_TYPE_LISTS_RECID>
                <EXPENSE_TYPE_LISTS_RECID>1182</EXPENSE_TYPE_LISTS_RECID>
                <PARENT_CHRG_CATALOG_RECID/>
                <REVENUE_GLA_RECID>1</REVENUE_GLA_RECID>
                <USE_QUANTITY>1</USE_QUANTITY>
                <TAXABLE>0</TAXABLE>
                <ALLOW_OVERRIDE>1</ALLOW_OVERRIDE>
                <CC_CHARGE_TYPE_VALUE>1 time</CC_CHARGE_TYPE_VALUE>
                <CC_CHARGE_TYPE_CODE>1_TIME</CC_CHARGE_TYPE_CODE>
                <CC_EXPENSE_TYPE_VALUE>Default</CC_EXPENSE_TYPE_VALUE>
                <CC_EXPENSE_TYPE_CODE>DEFAULT</CC_EXPENSE_TYPE_CODE>
            </item>
        </charge_catalog>
    </servicedesk>

PRCODE

Retrieve available Problem Codes

no

Problem Code

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <prcode>
            <item>
                <RECID>3</RECID>
                <PRCODE>General</PRCODE>
            </item>
        </prcode>
    </servicedesk>

RESCODE

Retrieve available Resolution Codes

no

Resolution Code

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <rescode>
            <item>
                <RECID>1</RECID>
                <RESCODE>Replaced Unit</RESCODE>
            </item>
        </rescode>
    </servicedesk>

CSRS

Retrieve available Customer Service Representatives (CSR)

no

CSR

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language	xml
linenumbers	true

<servicedesk> <status>success</status> <page>1</page> <count>20</count> <total_count>20</total_count> <csrs> <item> <RECID>545</RECID> <SERVICE_REP>Doe, John</SERVICE_REP> <STATUS>1</STATUS> <CONTACT_TYPE_LISTS_RECID>1151</CONTACT_TYPE_LISTS_RECID> <C_TITLE_VALUE/> <C_TITLE_CODE/> <CTYPE_CONTACT_TYPE_VALUE>Service Rep</CTYPE_CONTACT_TYPE_VALUE> <CTYPE_CONTACT_TYPE_CODE>SERVICE_REP</CTYPE_CONTACT_TYPE_CODE> </item> </csrs> </servicedesk>

SD_STATUSstatus

Retrieve available Service Desk Statuses

no

SD Status

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <sd_status>
            <RECID>1310</RECID>
            <VALUE>Denied</VALUE>
        </sd_status>
    </servicedesk>

SDTYPES

Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API)

no

SD Types

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <sdtypes>
            <CODE>sd-incident-report</CODE>
            <VALUE>Incident</VALUE>
        </sdtypes>
    </servicedesk>

UDFS

Retrieve available User Defined Fields (UDF)

SDTYPE - Retrieve UDFs for only a specific SD Type
SORT - Order the results ASC by a specific field

no

UDF

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <udfs>
            <item>
                <UDF_RECID>10</UDF_RECID>
                <LABEL>test</LABEL>
                <FIELD_TYPE>Text</FIELD_TYPE>
                <REQUIRED>0</REQUIRED>
                <DESCRIPTION>A UDF Field</DESCRIPTION>
                <UDF_ORDER>1</UDF_ORDER>
                <FORM_ELEMENT_WIDTH/>
                <FORM_ELEMENT_HEIGHT/>
                <FORM_ELEMENT_TEXT_WIDTH/>
                <SD_TYPE>Service Request</SD_TYPE>
                <VERIFY>0</VERIFY>
                <AGING_PERSISTENT>0</AGING_PERSISTENT>
                <UDTABLE_DEF/>
                <TYPES/>
            </item>
        </udfs>
    </servicedesk>

WORKGROUPS

Retrieve available Workgroups

no

Workgroups

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>10</count>
        <total_count>10</total_count>
        <workgroups>
            <item>
                <RECID>21</RECID>
                <VALUE>Cable Plant</VALUE>
            </item>
        </workgroups>
    </servicedesk>

LABOR_TYPE

Retrieve available Labor Types

no

Labor Types

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <labor_type>
            <item>
                <RECID>1220</RECID>
                <VALUE>Regular</VALUE>
            </item>
        </labor_type>
    </servicedesk>

SD_CHRG_ACTION

Retrieve available Service Desk Charge Actions

no

SD Charge Actions

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <sd_chrg_action>
            <item>
                <RECID>1220</RECID>
                <VALUE>Regular</VALUE>
            </item>
        </sd_chrg_action>
    </servicedesk>

URGENCY

Retrieve available Service Desk Urgency values

no

SD Urgency

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language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <urgency>
            <item>
                <RECID>561</RECID>
                <VALUE>Low</VALUE>
            </item>
        </urgency>
    </servicedesk>

AUTH_CODE_TYPE

Retrieve available Auth Code Types

no

SD Auth Code

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language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>3</count>
    <total_count>3</total_count>
    <auth_code_type>
        <item>
            <RECID>22</RECID>
            <VALUE>1</VALUE>
        </item>
        <item>
            <RECID>23</RECID>
            <VALUE>2</VALUE>
        </item>
        <item>
            <RECID>24</RECID>
            <VALUE>3</VALUE>
        </item>
    </auth_code_type>
</servicedesk>

BANDWIDTH

Retrieve available Bandwidth values

no

SD Bandwidth

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language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>1</count>
    <total_count>1</total_count>
    <bandwidth>
        <item>
            <RECID>25</RECID>
            <VALUE>1 GBPS</VALUE>
        </item>
    </bandwidth>
</servicedesk>

...

Field

Required

Data Type

Options

Default

Notes

recid

Only when updating

Integer

Identifier of the record to be updated

sd_status

No

String

"complete", "finalizedfinalize"

This field should only be used when attempting to Complete or Finalize a Service Order or Incident. When a new Service Desk Item is created, the sd_ status is set automatically to "Pending".

due_date

No

String

The date when the Service Desk item is due.

finalizedfinalize_date

No*

String

Required when setting sd_ status to "finalizedfinalize". The desired date is in the valid format of: mm/dd/yyyy. This field is for Service Orders only. Charges created will use the Finalized finalize Date as their Billing Date.

type

Yes

String

"SO" - Service Order
"IN" - Incident
"ES" - Estimate
"WO" - Work Order
"IQ" - Inquiries

Service Desk type

source

No

String

Value Lookups:

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Insert excerpt

	API
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"API"

Code for the source of the Service Desk Item. List Type must be SD_SOURCE.

urgency

No

String

Value Lookups:

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Set the urgency on the Service Desk Item.

csr

Yes

Integer

Value Lookups:

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The customer service representative assigned to the Service Desk item. The Record ID of the Service Rep to be assigned is a required field.

owner

No*

Integer

Value Lookups:

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Record ID of either the Contact or the Department owner.
*Required only when completing an order

owner_type

No*

String

"contact" or "department"

Type of owner.
*Required only when setting an owner

requestor

No

Integer

Value Lookups:

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Record ID for the name of the person (contact) who is requesting the Service Desk item.

description

No

String

A description of the Service Desk item

assoc_proj

No

Integer

Record ID of the project or problem associated with the service desk item.

remarks

No

String

Service Desk remarks. These remarks show up on the "Activity/Remarks" tab of Service Desk.

udf_IDENTIFIER

No

Mixed

IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

udf_UDF-RECID

Yes*

Integer

UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value

See Note Below

udf_UDF-IDENTIFIER

Yes*

Mixed

Value Lookups:

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IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value

See Note Below

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	143658
type	SO
csr	1

Results

If the request is successful, the SD Number will returns as follows:

...

Field

Required

Data Type

Options

Default

Notes

sd_status

No

String

"complete", "finalizedfinalize"

If setting the status to "complete", res_code will be required

finalizedfinalize_date

No*

String

Required when setting sd_ status to "finalizedfinalize". Date the Incident is finalized finalize on. Today's date in valid format (mm/dd/yyyy)

prob_code

yes

Integer

Value Lookups:

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Record ID of the trouble code.

owner

yes

Integer

Value Lookups:

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Record ID of either the Contact or the Department owner.

owner_type

yes

String

"contact" or "department"

Type of owner.

problem

no

String

The details or description of the trouble

res_code

no*

Integer

Value Lookups:

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Record ID of the Resolution Code. If setting the sd_ status to "complete", this field becomes required.

resolution

no

String

The details or description of the Resolution

service

no

Integer

Record ID for the Service with the trouble

equipment

no

Integer

Record ID for the Equipment with the trouble

sdc

no

Integer

Record ID of the Service Desk Classification

equipment_udf_IDENTIFIER

no

mixed

IDENTIFIER of UDF preceded by "equipment_udf_". Example: equipment_udf_FIELD123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided

equipment_udf_RECID

no

mixed

RECID of UDF preceded by "equipment_udf_". Example: equipment_udf_123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided

service_udf_IDENTIFIER

no

mixed

IDENTIFIER of UDF preceded by "service_udf_". Example: service_udf_FIELD123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided

service_udf_RECID

no

mixed

RECID of UDF preceded by "service_udf_". Example: service_udf_123
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	267870
prob_code	4
owner	1
owner_type	"contact"
type	IN
csr	1

...

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{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "0",
    "servicedesk": IN201500419
}

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Service Desk Estimates

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	355989
type	ES
csr	1

Results

If the request is successful, the SD Number will be returned as follows:

...

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language	xml

{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "0",
    "servicedesk": ES201500419
}

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Service Desk UDFs

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	5434
type	SO
udf_IDENTIFIER	1

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	999
type	REMARKS
remarks	This is a Remark from the API

...

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{
	status":"success",
	"page": 1,
	"count": 1,
	"total_count": 0,
	"servicedesk": 999
}

It is a JSON encoded string (because json was specified in the URL) with 2 important points of information: "status" and "servicedesk". If "status" is "success" as it is above, then "servicedesk" will be the record number for the Remark that was entered. If "status" is "failure", then a parameter named "message" will be in-place of "servicedesk" with a reason as to why it failed. Example:

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language	php

{
	"status": "failure",
	"message": "The supplied SD Type is invalid, valid options are: SO, IN, ES"
}

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Service Desk Estimate Charges

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	⁵⁶⁴⁸⁷
charge_catalog	1
type	EST_CHARGES

...

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language	xml

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 56487
}

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Service Desk Estimate Labor

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	⁵⁵⁰⁷³
labor_type	Regular
workgroup	1
hours	1h 45m
type	EST_CHARGES

...

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{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 55073
}

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Service Desk Estimate Equipment

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	⁷⁸⁴⁵¹
eqp_catalog	1
eqp_quantity	1
eqp_billable	1
type	EST_CHARGES

...

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{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

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Service Desk Adding GLAs

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
gla	1
gla_type	Default
gla_percent	100
type	GLA

...

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language	xml

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

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Service Desk Equipment

...

Below is the proper format for making a separate request.

Note: "type=EQUIPMENT" to indicate that this is to create an Equipment record.

...

Field

Required

Data Type

Options

Default

Notes

type

yes

String

type=EQUIPMENT is Required

sd_recid

yes*

Integer

RECID column from SERVICE_DESK table.
*See NOTE below

sd_number

yes*

String

The Number of the Service Desk item that the Equipment is for.
*See NOTE below

sda_recid

no*

Integer

RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.

sda_number

no

String

Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.

equipment

no

Integer

RECID for the Equipment to be added. Used only for Cabling and Asset type Equipment.

equipment _id

no*

Integer

Equipment ID for the Equipment. Conditionally Required for Cabling type Equipment.

to_location

no

Integer

RECID of the Location the Equipment will be moved to.

from_location

no

Integer

RECID of the Location the Equipment will be moved from.

qty

yes

Integer

Quantity of the Equipment to be added

billable

no

Integer

1 or 0

defaulted to Catalog setting

Mark whether the Equipment item is Billable.

asset_tag

no*

String

The Asset Tag for the Equipment. Conditionally Required for Asset type Equipment.

override_gla

no

Integer

RECID of the GLA to override billing for this Equipment.

eqp_catalog

no*

Integer

Equipment Catalog RECID
*Requiredif not Cabling or Asset equipment

expense_type

no

Integer

Value Lookups:

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The List ID value for the EXPENSE_TYPE List entry that is desired.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
qty	1
type	EQUIPMENT
eqp_catalog	1

...

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language	xml

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

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Service Desk Labor

...

Below is the proper format for making a separate request.

Note: "type=LABOR" to indicate that this is to create an Equipment record.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	LABOR
sd_recid	66116
labor_type	Regular
date	2019/04/25
hours	1.25
workgroup	1
worker	1
billable	0

...

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language	xml

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 66116
}

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Service Desk Work Orders

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	WO
catalog	7394
source	Web
csr	1

Results

...

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{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 23240
}

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Service Desk Workflow

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	IQ
email	demo@pcr.com
subject	Sample Inquiry
message	This is the Inquiry Text
topic	4

...

Versions Compared

Old Version 4

New Version 5

Key

Body:

Results

Body:

Service Desk Estimates

Body:

Results

Service Desk UDFs

Body:

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Service Desk Estimate Charges

Body:

Service Desk Estimate Labor

Body:

Service Desk Estimate Equipment

Body:

Service Desk Adding GLAs

Body:

Service Desk Equipment

Body:

Service Desk Labor

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Service Desk Work Orders

Body:

Results

Service Desk Workflow

Body: