| Table of Contents | ||||
|---|---|---|---|---|
|
...
Read
...
Call
...
As
...
of
...
version
...
2.1.4.5,
...
all
...
GET
...
requests
...
for
...
retrieving
...
data
...
will
...
be
...
done
...
via
...
the
...
SQL
...
endpoint.
...
Please
...
see
...
the
...
...
for
...
more
...
information
...
on
...
how
...
to
...
create
...
a
...
request.
...
Please
...
see
...
the
...
Data Dictionary for comprehensive detail of available Tables and Data.
In an effort to make the PCR-360 API more flexible, PCR has made the decision to no longer create individual endpoints for all the different data types. Instead, PCR is encouraging Users to use the SQL endpoint with a structured SELECT statement to retrieve exactly the data you want. Please see the SQL endpoint documentation for more information.
An example query to retrieve basic Service Desk Action data is as follows:
| Code Block | ||
|---|---|---|
| ||
SELECT * FROM SERVICE_DESK_ACTIONS WHERE SERVICE_DESK_RECID = {SERVICE_DESK_RECID}{noformat}
|
If
...
readable
...
values
...
are
...
desired
...
for
...
data
...
such
...
as
...
“SD
...
Action”,
...
“Service
...
Catalog”,
...
etc.,
...
then
...
JOINS
...
will
...
need
...
to
...
be
...
made
...
to
...
the
...
appropriate
...
tables.
...
The
...
below
...
query
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will
...
retrieve
...
the
...
same
...
data
...
as
...
above,
...
but
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with
...
readable
...
values
...
for
...
“SD
...
Action”
...
and
...
“Service
...
Catalog”
...
(if
...
the
...
data
...
exists).
...
| Code Block | ||
|---|---|---|
| ||
SELECT
SDA . *,
L . VALUE as SD_ACTION_READABLE,
SC . SERVICE_NAME as SERVICE_CATALOG_NAME
FROM SERVICE_DESK_ACTIONS SDA
JOIN LISTS L ON SDA . SD_ACTION_LISTS_RECID = L . RECID
JOIN LEFT SERV_CATALOG SC ON SDA . SERV_CATALOG_RECID = SC . RECID
WHERE
SDA . SERVICE_DESK_RECID = {SERVICE_DESK_RECID}{noformat}
* |
NOTE :
...
_In
...
both
...
examples
...
above,_
...
{SERVICE
...
_DESK_RECID}
...
needs
...
to
...
be
...
replaced
...
with
...
the
...
actual
...
RECID
...
of
...
the
...
Service
...
Desk
...
Item.
...
HINT :
...
The
...
PCR-360
...
database
...
makes
...
use
...
of
...
the
...
“LISTS”
...
table
...
for
...
many
...
types
...
of
...
data
...
from
...
many
...
different
...
Tables.
...
The
...
convention
...
that
...
we
...
use
...
is
...
that
...
any
...
column
...
that
...
ends
...
with
...
“_LISTS_RECID”
...
can
...
be
...
joined
...
to
...
the
...
“LISTS”
...
table
...
to
...
retrieve
...
the
...
readable
...
value.
...
Write
...
Call
...
As
...
of
...
PCR-360
...
version
...
2.1.4,
...
Service
...
Desk
...
Actions
...
can
...
be
...
created
...
via
...
the
...
API.
...
Currently,
...
the
...
API
...
can
...
only
...
create
...
Pending
...
Actions
...
and
...
cannot
...
modify
...
the
...
status.
...
Currently
...
available
...
Action
...
types:
...
- Add
- Move
- Upgrade/Downgrade
...
- Remove
- Miscellaneous
Available Fields
Field | Required for INSERT | Required for UPDATE | Required for Action Type | Data Type | Options | Notes |
|---|---|---|---|---|---|---|
type | Yes | Yes |
| String | ACTION | Required for ALL Service Desk Action Requests |
RECID / sda_number | No | Yes* |
| Integer |
| *Either “RECID” or “sda_number” are required when attempting to UPDATE, but not both |
sd_recid / sd_number | Yes* | No |
| Integer / String |
| *Either “sd_recid” or “sd_number” are required when attempting to INSERT, but not both |
sd_action | Yes | No |
| String | ADD, CHG_MOVE, CHG_UPDOWN, CHG_MISC, REMOVE | The type of Service Desk Action to be created |
location | No* | No* |
| Integer |
| RECID of Location / *Some Services can make the Location required |
moveto_location | No | No |
| Integer |
| RECID of Location |
catalog | Yes | No | ADD, CHG_UPDOWN | Integer |
| RECID of Service Catalog |
service / service_id | Yes | No | CHG_UPDOWN, CHG_MOVE, CHG_MISC, REMOVE | Integer |
| *Either RECID of Service or SERVICE_ID of Service needs to be provided |
sla | No | No |
| Integer | RECID of SLA | |
due_date | No | No |
| String |
| Format “YYYY/MM/DD” |
service_host / service_host_name | No* | No* |
| Integer / String | RECID of Service Host / Name of Service Host / Either RECID or Name should be provided / *Some Services require Service Host | |
reference | No | No |
| String |
|
|
owner_contact | No | No |
| Integer | RECID of Contact. Only a Contact or Department can be Owner, not both. | |
owner_department | No | No |
| Integer | RECID of Department. Only a Contact or Department can be Owner, not both. | |
urgency | No | No |
| Integer / String | 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. |
udf_IDENTIFIER | No | No |
| Mixed |
| IDENTIFIER is the unique identifier string given to each UDF |
Results
If the request is successful, the RECID of the Action will be returned as follows:
| Code Block | ||
|---|---|---|
| ||
{
"status": "success",
"page": "1",
"count": 1,
"total_count": 0,
"servicedesk": 22184
}{noformat}
h3. Service Desk Action UDFs
User Defined Fields can be easily set for a Service Desk Action.
Below is the proper format for making a UDF request. Note |
Service Desk Action UDFs
User Defined Fields can be easily set for a Service Desk Action.
Below is the proper format for making a UDF request. Note "type=UDFS"
...
to
...
indicate
...
that
...
this
...
is
...
to
...
add
...
UDFs
...
to
...
an
...
Action.
...
| Code Block | ||
|---|---|---|
| ||
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?field1=value1 ...{noformat}
h4. Available Fields
||Field ||Required ||Data Type ||Options ||Default ||Notes ||
|type |yes |String | |UDFS |type=UDFS is required |
|sd_recid |yes* |Integer | | |The RECID of the Service Desk item that the UDF is for. \_*See NOTE below_ |
|sda_recid |yes* |Integer | | |The RECID of the Action. \_*See NOTE below_ |
|sd_number |yes* |String | | |The Number of the Service Desk item that the UDF is for. \_*See NOTE below_ |
|sda_number |yes* |Integer | | |The Number of the Action that the UDF is for. \_*See NOTE below_ |
|udf__IDENTIFIER_ |yes |Mixed | | | _IDENTIFIER_ is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value |
NOTES
* Either "sd_recid" or "sd_number" need to be provided, but not both
* Either "sda_number" or "sda_recid" is required, but not both
* "sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided
Correct Examples
* |
Available Fields
Field | Required | Data Type | Options | Default | Notes |
|---|---|---|---|---|---|
type | yes | String |
| UDFS | type=UDFS is required |
sd_recid | yes* | Integer |
|
| The RECID of the Service Desk item that the UDF is for. _*See NOTE below_ |
sda_recid | yes* | Integer |
|
| The RECID of the Action. _*See NOTE below_ |
sd_number | yes* | String |
|
| The Number of the Service Desk item that the UDF is for. _*See NOTE below_ |
sda_number | yes* | Integer |
|
| The Number of the Action that the UDF is for. _*See NOTE below_ |
udf_IDENTIFIER | yes | Mixed |
|
| IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value |
NOTES
- Either "sd_recid" or "sd_number" need to be provided, but not both
- Either "sda_number" or "sda_recid" is required, but not both
- "sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided
Correct Examples
- "sd_recid=123&sda_number=001"
...
- "sd_number=SO12345&sda_number=002"
...
- "sda_recid=345"
...
Incorrect
...
Examples:
...
- "sd_recid=123"
...
- "sda_number=001"
...
Results
If the request is successful, the RECID(s)
...
of
...
the
...
new
...
Service
...
Desk
...
Action
...
UDF
...
records
...
will
...
be
...
returned
...
in
...
the
...
same
...
order
...
as
...
provided:
| Code Block | ||
|---|---|---|
| ||
{noformat} <servicedesk> <status>success</status> <page>1</page> <count>1</count> <total_count>1</total_count> <servicedesk> <item>5434</item> <item>5435</item> </servicedesk> </servicedesk>{noformat} h3. Service Desk Action GLAs GLAs can be easily set for a Service Desk Action. Below is the proper format for making a UDF request. Note |
Service Desk Action GLAs
GLAs can be easily set for a Service Desk Action.
Below is the proper format for making a UDF request. Note "type=GLA"
...
to
...
indicate
...
that
...
this
...
is
...
to
...
add
...
GLAs
...
to
...
an
...
Action.
...
| Code Block | ||
|---|---|---|
| ||
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?field1=value1 ...{noformat}
h4. Available Fields
||Field ||Required ||Data Type ||Options ||Default ||Notes ||
|type |yes |String | |GLA |type=GLA is required |
|sd_recid |yes* |Integer | | |The RECID of the Service Desk item that the UDF is for. \_*See NOTE below_ |
|sda_recid |yes* |Integer | | |The RECID of the Action. \_*See NOTE below_ |
|sd_number |yes* |String | | |The Number of the Service Desk item that the UDF is for. \_*See NOTE below_ |
|sda_number |yes* |Integer | | |The Number of the Action that the UDF is for. \_*See NOTE below_ |
|gla |yes |Mixed | | |A single GLA RECID or comma-separated GLA RECIDs |
|gla_type |yes |String | | |A single GLA type or comma-separated GLA types. Example: "Default" or "Usage" |
|gla_percent |yes |Mixed | | |A single number of "100" or comma-separated numbers that equal 100. Example: "50,50" |
NOTES
* Either "sd_recid" or "sd_number" need to be provided, but not both
* Either "sda_number" or "sda_recid" is required, but not both
* "sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided
Correct Examples
* |
Available Fields
Field | Required | Data Type | Options | Default | Notes |
|---|---|---|---|---|---|
type | yes | String |
| GLA | type=GLA is required |
sd_recid | yes* | Integer |
|
| The RECID of the Service Desk item that the UDF is for. _*See NOTE below_ |
sda_recid | yes* | Integer |
|
| The RECID of the Action. _*See NOTE below_ |
sd_number | yes* | String |
|
| The Number of the Service Desk item that the UDF is for. _*See NOTE below_ |
sda_number | yes* | Integer |
|
| The Number of the Action that the UDF is for. _*See NOTE below_ |
gla | yes | Mixed |
|
| A single GLA RECID or comma-separated GLA RECIDs |
gla_type | yes | String |
|
| A single GLA type or comma-separated GLA types. Example: "Default" or "Usage" |
gla_percent | yes | Mixed |
|
| A single number of "100" or comma-separated numbers that equal 100. Example: "50,50" |
NOTES
- Either "sd_recid" or "sd_number" need to be provided, but not both
- Either "sda_number" or "sda_recid" is required, but not both
- "sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided
Correct Examples
- "sd_recid=123&sda_number=001"
...
- "sd_number=SO12345&sda_number=002"
...
- "sda_recid=345"
...
Incorrect
...
Examples:
...
- "sd_recid=123"
...
- "sda_number=001"
...
Results
If the request is successful, the RECID(s)
...
of
...
the
...
new
...
Service
...
Desk
...
Action
...
GLA
...
records
...
will
...
be
...
returned
...
in
...
the
...
same
...
order
...
as
...
provided:
...
| Code Block | ||
|---|---|---|
| ||
<servicedesk>
<status>success</status>
<page>1</page>
<count>1</count>
<total_count>1</total_count>
<servicedesk>
<item>5434</item>
<item>5435</item>
</servicedesk>
</servicedesk>{noformat}
h5. Service Desk Action GLA App Record
!Service_Desk_Action-GLA.png!
h2. Locating Service Desk Action Data
Please see the wiki entry for [Service Desk Actions|/index.php/Service_Desk:Actions] for detailed information about where this data can be |
Service Desk Action GLA App Record
Locating Service Desk Action Data
Please see the wiki entry for Service Desk Actions for detailed information about where this data can be found.