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By default, 20 items will be returned at a time. However, the User can retrieve up to 50 items in a single API call by changing the ‘limit’ field. If you wish to retrieve more than 50 listings, you can do so by using the 'page' field and making more than one API call.
These parameters are added in addition to any fields from the specific data types.
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Parameter
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Default
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Description
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These parameters are added in addition to any fields from the specific data types.
Parameter | Default | Description |
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LIMIT | 20 | Number of listings to show. Maximum is 50. |
pagePAGE | 1 | Page number to show. To view more than 50 listings, make successive API calls while incrementing this field. |
Response Data
Name | Datatype | Searchable | Notes |
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SD_TYPE | string | Yes | The type of the SD item (e.g. Inquiry), use TYPE for search |
SD_NUMBER | string | Yes | The unique identifier for a service desk item |
DUE_DATE | string | Yes | The date established for the service desk item to be completed |
DESCRIPTION | string | Yes | A brief description of the service desk item |
OWNER | string | Yes | Name of the service owner – either a Contact or Dept. Hierarchy |
CSR | string | Yes | The Customer Service Representative |
REQUESTOR | string | Yes | The contact that initiated the service desk item |
SD_SOURCE | string | Yes | The originating source of the service desk item (e.g., email or phone) |
SD_STATUS | string | Yes | Current status of the service desk item |
SERVICEDESK_REMARKS | list | No | All remarks or comments for the service desk item and its actions |
SERVICEDESK_EMAIL | list | No | The email thread concerning the service desk item |
SERVICEDESK_ATTACHMENTS | list | No | List of attachment documents and files |
SERVICEDESK_ACTIONS | list | No | List of all actions for the service desk item |
SERVICEDESK_EQUIPMENT | list | No | List of all equipment to be used/associated with the service desk item |
SERVICEDESK_CONTACTS | list | No | List of contacts for the service desk item |
SERVICEDESK_CHARGES | list | No | List of all charges to be billed on the service desk item |
SERVICEDESK_LABOR | list | No | List of the labor performed by worker and when performed |
SERVICEDESK_WORKFLOW | list | No | List of all workflow on the service desk item |
SERVICEDESK_GLA | list | No | All G/L Accounts associated with this service desk item |
SERVICEDESK_CABLE | list | No | List of cable paths for the service desk item |
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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 | ||||||||||||||
due_date | No | String | The date when the Service Desk item is due. | ||||||||||||||
type | Yes | String | "SO" - Service Order | Service desk type | |||||||||||||
source | No | StringLists | Lists
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||
urgency | No | StringLists | Lists
| Set the urgency on the Service Desk Item. | |||||||||||||
csr | Yes | IntegerLists | Lists
| 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 | Record ID of Lists
| Record ID of either the Contact or the Department owner. | |||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||
requestor | No | IntegerLists | Lists
| 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* | MixedLists | Lists
| 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 be returns as follows:
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These fields are IN ADDITION TO the Service Desk fields listed above
Field | Required | Data Type | Options | Default | Notes |
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problem_code |
yes | Integer |
Lists
| Record ID of the trouble code. | ||||||||||||||
owner | yes | Integer | Lists
| Record ID of either the Contact or the Department owner. | |||||||||||
owner_type | yes | String | "contact" or "department" | Type of owner. | |||||||||||
problem | no | String | The details or description of the trouble | ||||||||||||
res_code | no | Integer |
Lists
| Record ID of the Resolution Code. | |||||||||||||
resolution | no | String | The details or description of the Resolution | |||||||||||
service | no | Integer | Record ID for the Service with the trouble | |||||||||||
equipment | no | Integer | Record ID for the Equipment with the trouble |
Request Example
Call:
Code Block | ||
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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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recid | 267870 |
problem_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
Results
If the request is successful, the SD Number will be returns as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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charge_catalog | no | IntegerLists | Lists
| Record ID of the applicable Charge. | |||||||||||||
charge_description | no | String | The details or description of the Charge on the Estimate | ||||||||||||||
chrg_quantity | no | Integer | 1 | Quantity of Charge to be used. | |||||||||||||
prorate | no | Integer | 1 or 0 | 0 | Should the Charge be prorated when activated | ||||||||||||
override_amount | no | Decimal | If allowed by the selected Charge, overrides the default amount from the Charge. | ||||||||||||||
eqp_catalog | no | IntegerLists | Lists
| Record ID of the Equipment Catalog item to added to the Estimate. | |||||||||||||
eqp_quantity | no | Integer | 1 | Quantity of the Equipment to be added to the Estimate. | |||||||||||||
eqp_billable | no | Integer | 1 or 0 | Mark whether the Equipment item is billable. | |||||||||||||
labor_type | yes* | IntegerLists | Lists
| Type of Labor to be added. | |||||||||||||
workgroup | no | IntegerLists | Lists
| Record ID of the Workgroup to be associated with the Labor record on the Estimate. | |||||||||||||
labor_description | no | String | Description to give the Labor record. | ||||||||||||||
hours | yes* | String | Hours to be assigned to the labor. Use "h" for hours and "m" for minutes. Example: "1h 30m" | ||||||||||||||
rate | no | Decimal | Rate to be billed for Labor. If not provided, default rate from Workgroup will be used. | ||||||||||||||
labor_billable | no | Integer | 1 or 0 | Mark whether the Labor item is billable. |
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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 | 355989 |
type | ES |
csr | 1 |
Results
If the request is successful, the SD Number will be 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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sd_recid | 5434 |
type | SO |
udf_IDENTIFIER | 1 |
Results
If the request is successful, the RECID(s) of the new Service Desk UDF records will be returned in the same order as provided:
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If the supplied API key has write privileges to write Service Desk Remarks, it is easy to insert Remarks for the new or existing Service Desk Item. On the write request just add remarks=value
to the query, where value is a text string.A separate request can also be made.
- "curl" indicates the program you're trying to use.
- -X POST tells curl you want to make a POST request (change POST to GET to make a GET request, etc)
- --data "…" is a query string of parameters to send as the POST data. i.e. "foo=bar&bat=baz&etc=123" and so on.
- the URL to request. Notice at the end is "json". This is the format you want the response returned in. "json", "php" and "xml" are your available options.
Available Fields
Field | Required | Data Type | Options |
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Default
Default | Notes | ||||
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type | yes | String | type must be REMARKS | ||
sd_recid | yes |
Integer |
Recid of |
Service Desk |
Item | |
remarks | yes |
String | The |
remark to add to the service | |||||
sda_recid | no | Integer | Recid of the Service Desk Action. *Conditionally Required for use on a Service Desk Action. |
Request Example
Call:
Code Block | ||
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POST DOMAIN/KEY/servicedesk.json |
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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 | 999 |
type | SOREMARK |
remarks | This is a Remark from the API |
Results
If the request is successful, the SD Number will be returns as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the charge is for | ||||||||||||||
charge_catalog | yes | IntegerLists | Lists
| Record ID of the applicable charge. | |||||||||||||
charge_description | no | String | The details or description of the charge on the estimate | ||||||||||||||
chrg_quantity | no | Integer | 1 | Quantity of charge to be used. | |||||||||||||
prorate | no | Integer | 1 or 0 | 0 | Should the charge be prorated when activated | ||||||||||||
override_amount | no | Decimal | If allowed by the selected charge, overrides the default amount from the charge. |
...
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 |
Results
If the request is successful, the RECID of the new service desk estimate charge is returned as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the Charge is for | ||||||||||||||
labor_type | yes | IntegerLists | Lists
| Type of Labor to be added. | |||||||||||||
workgroup | yes | IntegerLists | Lists
| Record ID of the Workgroup to be associated with the Labor record on the Estimate. | |||||||||||||
labor_description | no | String | Description to give the Labor record. | ||||||||||||||
hours | yes | String | Hours to be assigned to the Labor. Use "h" for hours and "m" for minutes. Example: "1h 30m". | ||||||||||||||
rate | no | Decimal | Rate to be billed for Labor. If not provided, default rate from Workgroup will be used. | ||||||||||||||
labor_billable | no | Integer | 1 or 0 | Mark whether the Labor Item is billable. |
...
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 |
Results
If the request is successful, the RECID of the new service desk estimate labor record is returned as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the charge is for | ||||||||||||||
eqp_catalog | yes | IntegerLists | Lists
| Record ID of the Equipment Catalog item to added to the Estimate. | |||||||||||||
eqp_quantity | yes | Integer | 1 | Quantity of the Equipment to be added to the Estimate. | |||||||||||||
eqp_billable | yes | Integer | 1 or 0 | Mark whether the Equipment item is billable. |
...
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 |
Results
If the request is successful, the RECID of the new service desk estimate equipment record is returned as follows:
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Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | GLA | type=GLA is required | |
sd_recid | yes* | Integer | The RECID of the Service Desk item that the UDF is for. | ||
sd_number | yes* | String | The Number of the Service Desk item that the UDF is for. | ||
action_default_gla | no* | String or Integer | If a single GLA is sent with a Service Desk request, the value of this is RECID of the GLA. If multiple GLAs are sent with a Service Desk request OR request made directly to the Service Desk GLA POST, this param is "1" or "0" (true/false). If multiple GLAs sent, then these are comma separated corresponding to the GLAs. | ||
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" |
...
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 |
Results
If the request is successful, the RECID of the new service desk GLA record is returned as follows:
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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 | The RECID of the Service Desk item that the Equipment is for. | ||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||
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 | The RECID of the Action on the Service Desk item the Equipment is for. | ||
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 |
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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 |
Results
If the request is successful, the RECID of the new Service Desk Add Equipment record is returned as follows:
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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.
Available Fields
Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | type=LABOR is Required | ||
sd_recid | yes* | Integer | Recid of the Service Desk Item to apply the Labor to. See Note Below. | ||
sda_recid | no* | Integer | Recid of the Service Desk Action to apply the Labor to. See Note Below. | ||
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 |
NOTES:
Anchor | ||||
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- "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
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Code Block | ||
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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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type | LABOR |
sd_recid | 66116 |
labor_type | Regular |
date | 2019/04/25 |
hours | 1.25 |
workgroup | 1 |
worker | 1 |
billable | 0 |
Results
If the request is successful, the RECID of the new Service Desk Add Labor record is returned as follows:
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