Page Comparison

type

Yes

Yes

String

ACTION

Requiredfor ALL Service Desk Action Requests

status

No

No

String

"complete"

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

RECID / sda_number

No

Yes*

Integer

*Either “RECID” or “sda_number” are "Conditionally Required" when attempting to UPDATE, but not both. RECID column from SERVICE_DESK_ACTIONS table.

sd_recid / sd_number

Yes*

No

Integer / String

*Either “sd_recid” or “sd_number” are "Conditionally Required" when attempting to INSERT, but not both. RECID column from SERVICE_DESK table.

sd_action

Yes

No

String

ADD, CHG_MOVE, CHG_UPDOWN, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER, TASK

The type of Service Desk Action to be created

location

No*

No*

CHG_MULTI_LOCATION

Integer

RECID of Location.
*Some Services can make the Location "Conditionally Required".
*For Multi Location Services, only Locations already associated to the Service can be used for actions that are not ADD
*For Multi Location Services with 2 or more Locations, Location is "Conditionally Required" for all CHANGE and REMOVE Actions.
*The status of the Location must be Active, and allowed by the Service Catalog.

moveto_location

No

No

Integer

RECID of Location

*Not allowed, and will throw an Error if used on a TASK Action

catalog

Yes

No

ADD, CHG_UPDOWN, TASK

Integer

RECID of Service Catalog

service / service_id

Yes*

No

CHG_UPDOWN, CHG_MOVE, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER

Integer

*Either RECID of Service or SERVICE_ID of Service needs to be provided
*For CHG_SERVICE_ID, CHG_MULTI_LOCATION and CHG_OWNER, the Service must be Active
*Not allowed, and will throw an Error if used on a TASK Action

rating_group

No*

No

String

The LIST CODE for the Rating Group for the Phone Service being used by the Service Desk Action.
Conditionally Required creating Service Desk Actions when using a Serice Catalog of type "Phone".

sla

No

No

Integer

SLAs

RECID of SLA

due_date

No

No

String

Format “YYYY/MM/DD”

service_host / service_host_name

No*

No*

Integer / String

Service Hosts

RECID of Service Host / Name of Service Host / Either RECID or Name should be provided / Conditionally Requiredwhen adding an Action to a Phone Service Catalog.

reference

No

No

String

owner_contact

No

No

Integer

Contacts

RECID of Contact. Only a Contact or Department can be Owner, not both.

owner_department

No

No

Integer

Department Hierarchy

RECID of Department. Only a Contact or Department can be Owner, not both.

urgency

No

No

Integer / String

Urgency

Can be RECID or VALUE

start_date

No

No

String

Format: “YYYY/MM/DD”

gla

No

No

Integer

Multiple are sent comma delimited. Example: gla1,gla2,gla3

gla_type

Only if gla is sent

Only if gla is sent

String

Options: Default, Usage, Equipment and Labor

Multiple are sent comma delimited. Example: type1,type2,type3.

gla_percent

Only if gla is sent

Only if gla is sent

Integer

The total of all percentages for a single type must be 100

Mutliple are sent comma delimited. Example: percent1,percent2,percent3.

sdc

No

No

Integer

Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. RECID column from SDC table.

new_service_id

No

No

CHG_SERVICE_ID

Integer

The new Service ID for the Service being changed.
One of the following must be true for the new Service ID:

1. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & not in a pool

2. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & in a pool
   

   • if the new Service ID specified is an existing Service and the Catalog for the original Service specified on a pool then the new Service ID must be in the same pool
     

3. doesn't exist
   

auth_code_type

Yes*

No

ADD

Integer

Value Lookups:

RECID of Auth Code Type for an authcode service.
*Requiredwhen attempting to INSERT an authcode Service.

classes_of_service

Yes*

No

ADD

Integer

Example

RECID of Class of Service for an authcode service.
*Requiredwhen attempting to INSERT a new auth_code_type record.

bandwidth

No

No

Integer

Value Lookups:

RECID of Bandwidth for a data/backbone service.

owner_type

No

No

CHG_OWNER

String

'contact', 'department'

The type of the Owner, either a Contact or a Department.

owner

No

No

CHG_OWNER

Integer

RECID of the Owner. Must be Active.

udf_IDENTIFIER

No

No

Mixed

IDENTIFIER is the unique identifier string given to each UDF

action_udf_IDENTIFIER

No*

No*

Mixed

IDENTIFIER of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

*A single UDF parameter is Required, but not all of them, if using an Action UDF

action_udf_RECID

No*

No*

Integer

RECID of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

*A single UDF parameter is Required, but not all of them, if using an Action UDF