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Code Block
languagexml
linenumberstrue
    <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>
                <SD_SD_STATUS_CODE>PENDING</SD_SD_STATUS_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_STATUS_VALUE>Complete</SDACT_SD_STATUS_VALUE>
                        <SDACT_SD_STATUS_CODE>COMPLETE</SDACT_SD_STATUS_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>

Anchor
Lists
Lists
Lists

When inserting or updating Service Desk records, it is sometimes necessary to provide values that exist elsewhere in the system. The LIST method can help to retrieve available options for these values.

Below is how to make a LIST request:

No Formatcode
languagephp
   GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE

...

If a LISTTYPE is designated as searchable in the table below, adding the "SEARCH" param will return values that contain the provided value.

...

GET

...

http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE&SEARCH=test



Parameter

Replace With

LISTTYPE

The type of List to be retrieved. Types can be found below.

...

*Extra Parameters can be appended to the URL in standard Query String fashion.

Anchor
Contact Results
Contact Results
Contacts Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Dept Results
Dept Results
Department Hierarchy Results
Code Block
languagexml
linenumberstrue
    <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>


Anchor
Eqp Catalog Results
Eqp Catalog Results
Equipment Catalog Results

Code Block
languagexml
linenumberstrue
    <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>
Anchor
Charge_Catalog_Results
Charge_Catalog_Results
Charge Catalog Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Problem_Code_Results
Problem_Code_Results
Problem Code Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Resolution_Code_Results
Resolution_Code_Results
Resolution Code Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
CSR_Results
CSR_Results
CSR Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
SD_Status_Results
SD_Status_Results
SD Status Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
SD_Types_Results
SD_Types_Results
SD Types Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
UDF_Results
UDF_Results
UDF Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Workgroups_Results
Workgroups_Results
Workgroups Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Labor_Types_Results
Labor_Types_Results
Labor Types Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Service_Desk_Charge_Actions_Results
Service_Desk_Charge_Actions_Results
Service Desk Charge Actions Results
Code Block
languagexml
linenumberstrue
    <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>
Anchor
Service_Desk_Urgency_Results
Service_Desk_Urgency_Results
Service Desk Urgency Results
Code Block
languagexml
linenumberstrue
    <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>

...