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By default, 20 items will be returned at a time. However, you the User can retrieve up to 50 items in a single API call by changing the ‘limit’ field. If you wish to retrieve more than 50 listings, you can do so by using the 'page' field and making more than one API call.
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Name | Datatype | Searchable | Notes |
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SD_TYPE | string | Yes | The type of the SD item (e.g. Inquiry), use TYPE for search |
SD_NUMBER | string | Yes | The unique identifier for a service desk item |
DUE_DATE | string | Yes | The date established for the service desk item to be completed |
DESCRIPTION | string | Yes | A brief description of the service desk item |
OWNER | string | Yes | Name of the service owner – either a person or org hierarchya Contact or Dept. Hierarchy |
CSR | string | Yes | The contact service representative Customer Service Representative |
REQUESTOR | string | Yes | The contact that initiated the service desk item |
SD_SOURCE | string | Yes | The originating source of the service desk item (e.g., email or phone) |
SD_STATUS | string | Yes | Current status of the service desk item |
SERVICEDESK_REMARKS | list | No | All remarks or comments for the service desk item and its actions |
SERVICEDESK_EMAIL | list | No | The email thread concerning the service desk item |
SERVICEDESK_ATTACHMENTS | list | No | List of attachment documents and files |
SERVICEDESK_ACTIONS | list | No | List of all actions for the service desk item |
SERVICEDESK_EQUIPMENT | list | No | List of all equipment to be used/associated with the service desk item |
SERVICEDESK_CONTACTS | list | No | List of contacts for the service desk item |
SERVICEDESK_CHARGES | list | No | List of all charges to be billed on the service desk item |
SERVICEDESK_LABOR | list | No | List of the labor performed by worker and when performed |
SERVICEDESK_WORKFLOW | list | No | List of all workflow on the service desk item |
SERVICEDESK_GLA | list | No | All G/L Accounts associated with this service desk item |
SERVICEDESK_CABLE | list | No | List of cable paths for the service desk item |
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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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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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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 |
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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 | 999 |
type | SO |
remarks | This is a Remark from the API |
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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 |
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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 | 78451 |
eqp_catalog | 1 |
eqp_quantity | 1 |
eqp_billable | 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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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 |
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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 |
labor_billable | false |
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