Page Comparison

Table of Contents

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Type

Description

Extra Parameters*

Searchable

Results

CONTACTS

Retrieve available Contacts

CTYPE - Type of contact. Example: "worker"

yes

Contacts

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Code Block

language	xml
linenumbers	true

    <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>

DEPTHIER

Retrieve available Departments

Coming Soon

Department Hierarchy

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Code Block

language	xml
linenumbers	true

    <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>

EQP_CATALOG

Retrieve available Equipment Catalogs

yes

Equipment Catalog

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Code Block

language	xml
linenumbers	true

    <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>

CHARGE_CATALOG

Retrieve available Charge Catalogs

yes

Charge Catalog

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language	xml
linenumbers	true

    <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>

PRCODE

Retrieve available Problem Codes

no

Problem Code

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Code Block

language	xml
linenumbers	true

    <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>

RESCODE

Retrieve available Resolution Codes

no

Resolution Code

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Code Block

language	xml
linenumbers	true

    <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>

CSRS

Retrieve available Customer Service Representatives (CSR)

no

CSR

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language	xml
linenumbers	true

<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>

SD_STATUS

Retrieve available Service Desk Statuses

no

SD Status

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language	xml
linenumbers	true

    <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>

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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Code Block

language	xml
linenumbers	true

    <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>

UDFS

Retrieve available User Defined Fields (UDF)

SDTYPE - Retrieve UDFs for only a specific SD Type
SORT - Order the results ASC by a specific field

no

UDF

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Code Block

language	xml
linenumbers	true

    <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>

WORKGROUPS

Retrieve available Workgroups

no

Workgroups

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Code Block

language	xml
linenumbers	true

    <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>

LABOR_TYPE

Retrieve available Labor Types

no

Labor Types

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Code Block

language	xml
linenumbers	true

    <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>

SD_CHRG_ACTION

Retrieve available Service Desk Charge Actions

no

SD Charge Actions

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Code Block

language	xml
linenumbers	true

    <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>

URGENCY

Retrieve available Service Desk Urgency values

no

SD Urgency

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language	xml
linenumbers	true

    <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>

AUTH_CODE_TYPE

Retrieve available Auth Code Types

no

SD Auth Code

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Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>3</count>
    <total_count>3</total_count>
    <auth_code_type>
        <item>
            <RECID>22</RECID>
            <VALUE>1</VALUE>
        </item>
        <item>
            <RECID>23</RECID>
            <VALUE>2</VALUE>
        </item>
        <item>
            <RECID>24</RECID>
            <VALUE>3</VALUE>
        </item>
    </auth_code_type>
</servicedesk>

BANDWIDTH

Retrieve available Bandwidth values

no

SD Bandwidth

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Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>1</count>
    <total_count>1</total_count>
    <bandwidth>
        <item>
            <RECID>25</RECID>
            <VALUE>1 GBPS</VALUE>
        </item>
    </bandwidth>
</servicedesk>

...

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
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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Key	Value
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

...

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
type	yes	String			type=EQUIPMENT is Required
sd_recid	yes*	Integer			RECID column from SERVICE_DESK table. *See NOTE below
sd_number	yes*	String			The Number of the Service Desk item that the Equipment is for. *See NOTE below
sda_recid	no*	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.
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. *Required if appending to an Action.
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.

...

Field	Required	Data Type	Options	Default	Notes
type	yes	String			type=LABOR is Required
sd_recid	yes*	Integer			RECID column from SERVICE_DESK table. *See Note Below.
sdasd_recid number	noyes*	Integer	RECID column from SERVICE_DESK_ACTIONS tableString			Service Desk Number for the Service Desk Item. *See Note Below.
sda_recid	no*	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

...

Field	Required	Data Type	Options	Notes
type	yes	String		type=WORKFLOW
recid	no	Integer		required if updating
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.
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.

...

Field	Required	Data Type	Options	Notes
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		*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.
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.

...

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