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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 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.
Write Call
Service Desk Actions can be created via the API. Currently, the API can only create Pending Actions and cannot modify the status.
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- 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.
Available Fields
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 LocationLocation *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 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 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 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 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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For full documentation on SDCs, see the Service Desk Classification wiki page.
On the SDC Record, using the Options Menu on the Form, you can select the "Get Link" Option.
At the end of the link to the form is the RECID for that specific SDC wiki page.
Headers:
Key | Value |
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Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
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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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Service Desk Action UDFs
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If the request is successful, the RECID(s) of the new Service Desk Action GLA records will be returned in the same order as provided:
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Locating Service Desk Action Data
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