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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Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
recid | 143658 |
type | SO |
csr | 1 |
Results
If the request is successful, the SD Number will returns as follows:
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
recid | 267870 |
prob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
recid | 355989 |
type | ES |
csr | 1 |
Results
If the request is successful, the SD Number will be returned as follows:
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Field | Required | Data Type | Options | Default | Notes | ||
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sd_recid | yes* | Integer | *Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table. | ||||
sd_number | yes* | String | *Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item that the UDF is for.udf | ||||
sda_ | IDENTIFIERrecid | yesno* | Mixed | IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=valueInteger | RECID of the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||
sda_number | no* | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||
udf_IDENTIFIER | yes* | Mixed | IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value | ||||
action_udf_IDENTIFIER | yes* | Mixed | IDENTIFIER of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 *A single UDF parameter is required, but not all of them | ||||
action_udf_RECID | yes* | Integer | RECID of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 *A single UDF parameter is required, but not all of them |
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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
sd_recid | 5434 |
type | SO |
udf_IDENTIFIER | 1 |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
sd_recid | 999 |
type | REMARKS |
remarks | This is a Remark from the API |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
estimate_recid | 56487 |
charge_catalog | 1 |
type | EST_CHARGES |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
estimate_recid | 55073 |
labor_type | Regular |
workgroup | 1 |
hours | 1h 45m |
type | EST_CHARGES |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
estimate_recid | 78451 |
eqp_catalog | 1 |
eqp_quantity | 1 |
eqp_billable | 1 |
type | EST_CHARGES |
...
Field | Required | Data Type | Options | Default | Notes | ||
---|---|---|---|---|---|---|---|
type | yes | String | GLA | type=GLA 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 UDF is for. | ||||
sda_ | default_glarecid | no* | String orInteger | If a single GLA is sent with a Service Desk request, the value of this isRECID of the | GLA. If multiple GLAs are sent with a Service Desk Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||
sda_number | no | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||
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" |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
sd_recid | 78451 |
gla | 1 |
gla_type | Default |
gla_percent | 100 |
type | GLA |
...
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 sda_recid | no* | Integer | RECID for the Equipment to be added. Used only for Cabling and Asset type Equipment. | equipment _id | no Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||
sda_number | no | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||
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 |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
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 column from SERVICE_DESK table. *See Note Below. | ||||||||
sda_recid | no* | Integer | RECID column from SERVICE_DESK_ACTIONS table. *See Note Below. | ||||||||
laborsda_typerecid | yesno* | String | "Regular", "OT", "2xOT" | Type of Labor activity. This is a case sensitive field. | date | yes | String | Integer | RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||
sda_number | no | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||||||
labor_type | yes | String | "Regular", "OT", "2xOT" | Type of Labor activity. This is a case-sensitive field. | |||||||
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. | |||||||
description | no | String | Description to give the Labor record | ||||||||
billable | yes | Boolean | 1 (True), 0 (False) | Mark whether the Labor action is billable |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
type | LABOR |
sd_recid | 66116 |
labor_type | Regular |
date | 2019/04/25 |
hours | 1.25 |
workgroup | 1 |
worker | 1 |
billable | 0 |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
type | WO |
catalog | 7394 |
source | Web |
csr | 1 |
Results
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Field | Required | Data Type | Options | Default | Notes | ||||
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type | yes | String | type=WORKFLOW | ||||||
recid | no | Integer | required if updatingsequence | ||||||
sd_recid | 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*Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | *Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item that the UDF is for. | ||||||
sda_recid | no* | Integer | RECID for the Service Desk Action Number. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||||||
sda_number | no | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||||
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. |
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Field | Required | Data Type | Options | Default | Notes |
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type | no | String | ATTACHMENT | Can be used to add an attachment when creating, or updating any Service Desk Action | |
files | yes | array | The file(s) to be attached. 'files' is an array with infinite number of sub-arrays. Each sub-array has keys of 'filename' (the file's name) and 'data' (the base64 encoded data for the file). | ||
sd_recid | yes | Integer | RECID column from SERVICE_DESK table. | ||
sda_recid | no* | Integer | If "sda_recid" is provided, "sd_recid" and "sd_number" are not required. | ||
sda_number | no | String | "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. |
NOTES:
- a User can provide just the 'sd_recid' to attach the file to the Service Desk item and if the 'sda_recid' is provided, it will attach it to the Action.
- "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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