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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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Extra Parameters can be appended to the URL in standard Query String fashion.
Write Call
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. |
Available Fields
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 | Lists
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||
urgency | No | String | Lists
| Set the urgency on the Service Desk Item. | |||||||||||||
csr | Yes | Integer | Lists
| 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 | Lists
| Record ID of either the Contact or the Department owner. | |||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||
requestor | No | Integer | Lists
| 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 | Lists
| 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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problemprob_code | yes | Integer | Lists
| Record ID of the trouble code. | |||||||||||||
owner | yes | Integer | Lists
| 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 | Lists
| 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 | ||||||||||||||
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. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided | ||||||||||||||
equipment_udf_RECID | no | mixed | RECID of UDF preceded by "equipment_udf_". Example: equipment_udf_123. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided | ||||||||||||||
service_udf_IDENTIFIER | no | mixed | IDENTIFIER of UDF preceded by "service_udf_". Example: service_udf_FIELD123. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided | ||||||||||||||
service_udf_RECID | no | mixed | RECID of UDF preceded by "service_udf_". Example: service_udf_123 The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided. |
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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 |
problemprob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 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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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 | 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 |
...
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 |
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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 | RECID column from SERVICE_DESK table. | ||
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 | RECID column from SERVICE_DESK_ACTIONS table. | ||
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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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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Note: "type=WORKFLOW' to indicate that this is to create a Workflow record.
Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | type=WORKFLOW | ||
recid | no | Integer | required if updating | ||
sequence | yes | Integer | needs to be higher than highest completed sequence if status is complete, needs to be higher than lowest pending | ||
workgroup | yes | Integer | Record ID of the Workgroup | ||
worker | no | Integer | Record ID of the Worker. Worker must be an Active Contact with Contact type = Worker. Worker must be part of provided Workgroup. | ||
scheduled_date | no | String | The date Workflow is scheduled to begin. | ||
scheduled_end_date | no | String | The date Workflow is scheduled to end. | ||
billable | yes | Integer | 1 or 0 | Mark wether Workflow is billable | |
status | yes | String | PENDING, COMPLETE, HOLD, VOID | Current status of Workflow | |
notes | no | String | Editable notes for the Workflow | ||
estimated_time | no | String | Example 1.5 is equivalent to 1 hour 30 minutes | ||
start_date | no | String | The date the Workflow was started | ||
completed_date | no | String | The date the Workflow was completed. | ||
activity_remarks | no | String | Required if status is hold. |
NOTES:
- "sd_recid" or "sd_number" are Conditionally Required. The use of one is Required, but not both.
"sda_number" or "sda_recid" are Conditionally Required. The use of one is Required, but not both.
"sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided
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