Table of Contents | ||||
---|---|---|---|---|
|
...
Code Block | ||||
---|---|---|---|---|
| ||||
SELECT SDA . *, L . VALUE as SD_ACTION_READABLE, SC . SERVICE_NAME as SERVICE_CATALOG_NAME FROM SERVICE_DESK_ACTIONS SDA JOIN LISTS L ON SDA . SD_ACTION_LISTS_RECID = L . RECID JOIN LEFT SERV_CATALOG SC ON SDA . SERV_CATALOG_RECID = SC . RECID WHERE SDA . SERVICE_DESK_RECID = {SERVICE_DESK_RECID} |
Note: In both examples above, {SERVICE_DESK_RECID} needs to be replaced with the actual RECID of the Service Desk Item.
HINT : The PCR-360 database makes use of the “LISTS” table for many types of data from many different Tables. The convention that we use is that any column that ends with “_LISTS_RECID” can be joined to the “LISTS” table to retrieve the readable value.
...
- Add
- Move
- Upgrade/Downgrade
- Remove
- Miscellaneous
- Service ID
- Add Location
- Change Owner
- Task
Note: See the How to get RECID values FAQ page for how to locate needed RECIDs.
Insert excerpt | ||||||
---|---|---|---|---|---|---|
|
Available Fields
Field | Required for INSERT | Required for UPDATE | Required for Action Type | Data Type | Options | Notes | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
type | Yes | Yes | String | ACTION | Required for ALL Service Desk Action Requests | |||||||||||||
RECID / sda_number | No | Yes* | Integer | *Either “RECID” or “sda_number” are "Conditionally Required" when attempting to UPDATE, but not both. RECID column from SERVICE_DESK_ACTIONS table. | ||||||||||||||
sd_recid / sd_number | Yes* | No | Integer / String | *Either “sd_recid” or “sd_number” are "Conditionally Required" when attempting to INSERT, but not both. RECID column from SERVICE_DESK table. | ||||||||||||||
sd_action | Yes | No | String | ADD, CHG_MOVE, CHG_UPDOWN, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER, TASK | The type of Service Desk Action to be created | |||||||||||||
location | No* | No* | CHG_MULTI_LOCATION | Integer | RECID of Location. | |||||||||||||
moveto_location | No | No | Integer | RECID of Location *Not allowed, and will throw an Error if used on a TASK Action | ||||||||||||||
catalog | Yes | No | ADD, CHG_UPDOWN, TASK | Integer | RECID of Service Catalog | |||||||||||||
service / service_id | Yes* | No | CHG_UPDOWN, CHG_MOVE, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER | Integer | *Either RECID of Service or SERVICE_ID of Service needs to be provided | |||||||||||||
rating_group | No* | No | String | The LIST CODE for the Rating Group for the Phone Service being used by the Service Desk Action. Conditionally Required creating Service Desk Actions when using a Serice Catalog of type "Phone". | ||||||||||||||
sla | No | No | Integer | RECID of SLA | ||||||||||||||
due_date | No | No | String | Format “YYYY/MM/DD” | ||||||||||||||
service_host / service_host_name | No* | No* | Integer / String | RECID of Service Host / Name of Service Host / Either RECID or Name should be provided / Conditionally Required when adding an Action to a Phone Service Catalog. | ||||||||||||||
reference | No | No | String | |||||||||||||||
owner_contact | No | No | Integer | RECID of Contact. Only a Contact or Department can be Owner, not both. | ||||||||||||||
owner_department | No | No | Integer | RECID of Department. Only a Contact or Department can be Owner, not both. | ||||||||||||||
urgency | No | No | Integer / String | Can be RECID or VALUE | ||||||||||||||
start_date | No | No | String | Format: “YYYY/MM/DD” | ||||||||||||||
gla | No | No | Integer | Multiple are sent comma delimited. Example: gla1,gla2,gla3 | ||||||||||||||
gla_type | Only if gla is sent | Only if gla is sent | String | Options: Default, Usage, Equipment and Labor | Multiple are sent comma delimited. Example: type1,type2,type3. | |||||||||||||
gla_percent | Only if gla is sent | Only if gla is sent | Integer | The total of all percentages for a single type must be 100 | Mutliple are sent comma delimited. Example: percent1,percent2,percent3. | |||||||||||||
sdc | No | No | Integer | Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. RECID column from SDC table. | ||||||||||||||
new_service | No | No | CHG_SERVICE_ID | Integer | The new Service ID for the Service being changed. One of the following must be true for the new Service ID:
| |||||||||||||
auth_code_type | Yes* | No | ADD | Integer | Value Lookups:
| RECID of Auth Code Type for an authcode service. *Required when attempting to INSERT an authcode Service. | ||||||||||||
classes_of_service | Yes* | No | ADD | Integer | Example | RECID of Class of Service for an authcode service. *Required when attempting to INSERT a new auth_code_type record. | ||||||||||||
bandwidth | No | No | Integer | Value Lookups:
| RECID of Bandwidth for a data/backbone service. | |||||||||||||
owner_type | No | No | CHG_OWNER | String | 'contact', 'department' | The type of the Owner, either a Contact or a Department. | ||||||||||||
owner | No | No | CHG_OWNER | Integer | RECID of the Owner. Must be Active. | |||||||||||||
udf_IDENTIFIER | No | No | Mixed | IDENTIFIER is the unique identifier string given to each UDF |
...
Cloak | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_MOVE Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_UPDOWN Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_MISC Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
REMOVE Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_SERVICE_ID Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_MULTI_LOCATION Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
CHG_OWNER Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
TASK Action Example
Toggle cloak |
---|
Cloak | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Results
Toggle cloak |
---|
...