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Field | Required for INSERT | Required for UPDATE | Required for Action Type | Data Type | Options | Notes | ||||||||||||
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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 | ||||||||||||||
sd_recid / sd_number | Yes* | No | Integer / String | *Either “sd_recid” or “sd_number” are "Conditionally Required" when attempting to INSERT, but not both | ||||||||||||||
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 | |||||||||||||
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 / *Some Services CService Host | ||||||||||||||
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_recid | No | No | Integer | Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. | ||||||||||||||
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:
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auth_code_type | Yes* | No | ADD | Integer | Lists
| 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 | Lists
| 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 |
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CHG_MOVE Action Example
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CHG_UPDOWN Action Example
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CHG_MISC Action Example
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REMOVE Action Example
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CHG_SERVICE_ID Action Example
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CHG_MULTI_LOCATION Action Example
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CHG_OWNER Action Example
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TASK Action Example
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Results
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If the request is successful, the RECID of the Action will be returned as follows:
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Adding Attachments to Service Desk Actions
Attachments can be added to Service Desk Actions either on there own, or as a part of any normal creation or update of an existing Action.
Available Fields
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 for the Service Desk Record | ||
sda_recid | yes | Integer | RECID for the Service Desk Action |
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
Correct Examples
"sd_recid=123&sda_number=001"
"sd_number=SO12345&sda_number=002"
"sda_recid=345"
Incorrect Examples:
"sd_recid=123"
"sda_number=001"
Request Example
Call:
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POST DOMAIN/KEY/servicedesk.json |
Headers:
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
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sd_recid | 66116 |
sda_recid | 5309 |
JSON:
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{
...
"files": [
{
"filename":"file1.pdf",
"data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
},
{
"filename":"file2.pdf",
"data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
}
]
} |
Service Desk Action UDFs
User Defined Fields can be easily set for a Service Desk Action. When Service Desk Upgrade/Downgrade Actions are created by the API, the "old" UDF values from the selected Service are stored on the Action record.
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POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=UDFS&field1=value1 ... |
Available Fields
Field | Required | Data Type | Options | Default | Notes |
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type | Yes | String | UDFS | type=UDFS is required | |
sd_recid | Yes* | Integer | The RECID of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below | ||
sda_recid | Yes* | Integer | The RECID of the Action. *Conditionally Required, see NOTE below | ||
sd_number | Yes* | String | The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below | ||
sda_number | Yes* | Integer | The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below | ||
udf_IDENTIFIER | Yes | Mixed | IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value | ||
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 | IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value
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POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=GLA&field1=value1 ... |
Available Fields
Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | GLA | type=GLA is required | |
sd_recid | no | Integer | The RECID of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below | ||
sda_recid | np | Integer | The RECID of the Action. *Conditionally Required, see NOTE below | ||
sd_number | np | String | The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below | ||
sda_number | no | Integer | The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below | ||
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" |
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