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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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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recid | Only when updating | Integer | Identifier of the record to be updated | ||||||||||||||
sd_status | No | String | "complete", "finalized" | This field should only be used when attempting to Complete or Finalize a Service Order or Incident. When a new Service Desk Item is created, the sd_status is set automatically to "Pending". | |||||||||||||
due_date | No | String | The date when the Service Desk item is due. | ||||||||||||||
finalized_date | No* | String | Required when setting sd_status to "finalized". Date the Service Order is finalized on. Today's date in valid format (The desired date is in the valid format of: mm/dd/yyyy). This field is for Service Orders only. Charges created will use the Finalized Date as their Billing Date. | ||||||||||||||
type | Yes | String | "SO" - Service Order | Service Desk type | |||||||||||||
source | No | String | Value Lookups:
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||
urgency | No | String | Value Lookups:
| Set the urgency on the Service Desk Item. | |||||||||||||
csr | Yes | Integer | Value Lookups:
| 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 | Value Lookups:
| Record ID of either the Contact or the Department owner. | |||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||
requestor | No | Integer | Value Lookups:
| 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 | Value Lookups:
| 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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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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recid | 267870 |
prob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
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 returned 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 |
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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 | RECID column from SERVICE_DESK table. | ||||||||||||||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||||||||||||||
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. | ||||||||||||
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 | ||||||||||||||
expense_type | no | Integer | Value Lookups:
| The List ID value for the EXPENSE_TYPE List entry that is desired. |
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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 |
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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Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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type | IQ |
demo@pcr.com | |
subject | Sample Inquiry |
message | This is the Inquiry Text |
topic | 4 |
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