Table of Contents | ||||
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Type | Description | Extra Parameters* | Searchable | Results | |||||||||||
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CONTACTS | Retrieve available Contacts | CTYPE - Type of contact. Example: "worker" | yes | Contacts
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DEPTHIER | Retrieve available Departments | Coming Soon | Department Hierarchy
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EQP_CATALOG | Retrieve available Equipment Catalogs | yes | Equipment Catalog
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CHARGE_CATALOG | Retrieve available Charge Catalogs | yes | Charge Catalog
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PRCODE | Retrieve available Problem Codes | no | Problem Code
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RESCODE | Retrieve available Resolution Codes | no | Resolution Code
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CSRS | Retrieve available Customer Service Representatives (CSR) | no | CSR
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status | Retrieve available Service Desk Statuses | no | SD Status
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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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UDFS | Retrieve available User Defined Fields (UDF) | SDTYPE - Retrieve UDFs for only a specific SD Type | no | UDF
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WORKGROUPS | Retrieve available Workgroups | no | Workgroups
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LABOR_TYPE | Retrieve available Labor Types | no | Labor Types
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SD_CHRG_ACTION | Retrieve available Service Desk Charge Actions | no | SD Charge Actions
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URGENCY | Retrieve available Service Desk Urgency values | no | SD Urgency
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AUTH_CODE_TYPE | Retrieve available Auth Code Types | no | SD Auth Code
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BANDWIDTH | Retrieve available Bandwidth values | no | SD Bandwidth
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Excerpt |
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Note: The List Calls are used to locate the proper List Recid value that needs to be passed in the Endpoint Call. Details for the Call can be found in the Options section of the Available Fields for the various API Call Types. |
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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recid | Only when updating | Integer | Identifier of the record to be updated | ||||||||||||||
status | No | String | "complete", "finalize" | 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 status is set automatically to "Pending". | |||||||||||||
due_date | No | String | The date when the Service Desk item is due. | ||||||||||||||
finalizefinalized_date | No* | String | Required when setting status to "finalize". The desired date is in the valid format of: mm/dd/yyyy. This field is for Service Orders only. Charges created will use the finalize Date as their Billing Date. | ||||||||||||||
type | Yes | String | "SO" - Service Order | Service Desk type | |||||||||||||
source | No | String | Value Lookups:
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||
urgency | No | String | Value Lookups:
| Set the urgency on the Service Desk Item. | |||||||||||||
csr | Yes | Integer | Value Lookups:
| 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:
| Record ID of either the Contact or the Department owner. | |||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||
requestor | No | Integer | Value Lookups:
| 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 | ||||||||||||||
udf_UDF-RECID | Yes* | Integer | UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value
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udf_UDF-IDENTIFIER | Yes* | Mixed | Value Lookups:
| IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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recid | 143658 |
type | SO |
csr | 1 |
Results
If the request is successful, the SD Number will returns as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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status | No | String | "complete", "finalize" | If setting the status to "complete", res_code will be required | |||||||||||||
finalizefinalized_date | No* | String | Required when setting status to "finalize". Date the Incident is finalize on. Today's date in valid format (mm/dd/yyyy) | ||||||||||||||
prob_code | yes | Integer | Value Lookups:
| Record ID of the trouble code. | |||||||||||||
owner | yes | Integer | Value Lookups:
| 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:
| Record ID of the Resolution Code. If setting the 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. | ||||||||||||||
equipment_udf_RECID | no | mixed | RECID of UDF preceded by "equipment_udf_". Example: equipment_udf_123. | ||||||||||||||
service_udf_IDENTIFIER | no | mixed | IDENTIFIER of UDF preceded by "service_udf_". Example: service_udf_FIELD123. | ||||||||||||||
service_udf_RECID | no | mixed | RECID of UDF preceded by "service_udf_". Example: service_udf_123 |
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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recid | 267870 |
prob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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recid | 355989 |
type | ES |
csr | 1 |
Results
If the request is successful, the SD Number will be returned as follows:
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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sd_recid | 5434 |
type | SO |
udf_IDENTIFIER | 1 |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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sd_recid | 999 |
type | REMARKS |
remarks | This is a Remark from the API |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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estimate_recid | 56487 |
charge_catalog | 1 |
type | EST_CHARGES |
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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estimate_recid | 55073 |
labor_type | Regular |
workgroup | 1 |
hours | 1h 45m |
type | EST_CHARGES |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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estimate_recid | 78451 |
eqp_catalog | 1 |
eqp_quantity | 1 |
eqp_billable | 1 |
type | EST_CHARGES |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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sd_recid | 78451 |
gla | 1 |
gla_type | Default |
gla_percent | 100 |
type | GLA |
...
Below is the proper format for making a separate request.
Note: "type=EQUIPMENT" to indicate that this is to create an Equipment record.
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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type | yes | String | type=EQUIPMENT is Required | ||||||||||||||
sd_recid | yes* | Integer | RECID column from SERVICE_DESK table. | ||||||||||||||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||||||||||||||
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 | ||||||||||||||
expense_type | no | Integer | Value Lookups:
| The List ID value for the EXPENSE_TYPE List entry that is desired. |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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sd_recid | 78451 |
qty | 1 |
type | EQUIPMENT |
eqp_catalog | 1 |
...
Below is the proper format for making a separate request.
Note: "type=LABOR" to indicate that this is to create an Equipment record.
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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type | LABOR |
sd_recid | 66116 |
labor_type | Regular |
date | 2019/04/25 |
hours | 1.25 |
workgroup | 1 |
worker | 1 |
billable | 0 |
...
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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type | WO |
catalog | 7394 |
source | Web |
csr | 1 |
Results
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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type | IQ |
demo@pcr.com | |
subject | Sample Inquiry |
message | This is the Inquiry Text |
topic | 4 |
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