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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SD_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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Field | Required | Data Type | Options | Default | Notes |
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recid | Only when updating | Integer | Identifier of the record to be updated | ||
due_date | No | String | The date when the Service Desk item is due. | ||
type | Yes | String | "SO" - Service Order | Service desk type | |
source | No | String | "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | |
urgency | No | String | Set the urgency on the Service Desk Item. | ||
csr | Yes | Integer | 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 | Record ID of either the Contact or the Department owner. | ||
owner_type | No* | String | "contact" or "department" | Type of owner. | |
requestor | No | Integer | 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 | 14188858Lists | 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 be returns as follows:
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Field | Required | Data Type | Options | Default | Notes |
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prob_code | no | Integer | Record ID of the trouble code. | ||
problem | no | String | The details or description of the trouble | ||
res_code | no | Integer | Record ID of the Resolution Code. | ||
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 |
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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 |
type | IN |
csr | 1 |
Results
If the request is successful, the SD Number will be returns as follows:
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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 | 355989 |
type | ES |
csr | 1 |
Results
If the request is successful, the SD Number will be returns as follows:
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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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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 | SO |
remarks | This is a Remark from the API |
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Field | Required | Data Type | Options | Default | Notes |
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the charge is for | ||
charge_catalog | yes | Integer | Record ID of the applicable charge. | ||
charge_description | no | String | The details or description of the charge on the estimate | ||
chrg_quantity | no | Integer | 1 | Quantity of charge to be used. | |
prorate | no | Integer | 1 or 0 | 0 | Should the charge be prorated when activated |
override_amount | no | Decimal | If allowed by the selected charge, overrides the default amount from the charge. |
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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 | 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 |
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Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | GLA | type=GLA is required | |
sd_recid | yes* | Integer | The RECID of the Service Desk item that the UDF is for. | ||
sd_number | yes* | String | The Number of the Service Desk item that the UDF is for. | ||
action_default_gla | no* | String or Integer | If a single GLA is sent with a Service Desk request, the value of this is RECID of the GLA. If multiple GLAs are sent with a Service Desk request OR request made directly to the Service Desk GLA POST, this param is "1" or "0" (true/false). If multiple GLAs sent, then these are comma separated corresponding to the GLAs. | ||
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" |
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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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sd_recid | 78451 |
gla | 1 |
gla_type | Default |
gla_percent | 100 |
type | GLA |
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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 | The RECID of the Service Desk item that the Equipment is for. | ||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||
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. |
sda_recid | no* | Integer | The RECID of the Action on the Service Desk item the Equipment is for. | ||
sda_number | no* | String | The Service Desk Action Number. | ||
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 *Required if not Cabling or Asset equipment |
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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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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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Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | type=LABOR is Required | ||
sd_recid | yes | Integer | Recid of the Service Desk Item to apply the Labor to | ||
sda_recid | no | Integer | Recid of the Service Desk Action to apply the Labor to | ||
labor_type | yes | String | "Regular", "OT", "2xOT" | Type of Labor activity | |
date | yes | String | Date the Labor action was performed on. YYYY-MM-DD format. | ||
hours | yes | Decimal | Hours to be assigned to the Labor. must be sent in decimal hours (0.5 is 30 min) | ||
workflow | no | Integer | Recid for the Workflow | ||
workgroup | yes | Integer | Recid for the Workgroup. Workgroup must be Active. | ||
worker | yes | Integer | Recid for the Worker. Worker must be an Active Contact with Contact Type = Worker. Worker must be part of provided Workgroup. | ||
flate_rate | no | Decimal | NULL | Rate to be billed for Labor. Only zero or positive dollar amounts are allowed. | |
labor_description - CLOB | no | String | Description to give the Labor record | ||
labor_billable | yes | Boolean | Mark whether the Labor action is billable |
...
Key | Value |
---|---|
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 |
labor_billable | false |
...