Page Comparison

Table of Contents

outline	true
style	none

...

Name	Datatype	Searchable	Notes
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

Results

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>1280</total_count>
        <servicedesk>
            <item>
                <RECID>1599</RECID>
                <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                <SD_TYPE>Service Order</SD_TYPE>
                <SD_NUMBER>SO201301080</SD_NUMBER>
                <DUE_DATE/>
                <REQUESTED_DUE_DATE/>
                <DESCRIPTION/>
                <MODIFIED_BY>PCR User</MODIFIED_BY>
                <OWNER/>
                <CSR>Doe, John</CSR>
                <REQUESTOR/>
                <GLA_FULL_CODES_0>050 > 05 > 0315</GLA_FULL_CODES_0>
                <SD_SOURCE>Web</SD_SOURCE>
                <SD_SD_SOURCE_CODE>WEB</SD_SD_SOURCE_CODE>
                <SD_STATUS>Pending</SD_STATUS>
                <SD_SD_STATUS_CODE>PENDING</SD_SD_STATUS_CODE>
                <SD_URGENCY_VALUE>Low</SD_URGENCY_VALUE>
                <SD_URGENCY_CODE>LOW</SD_URGENCY_CODE>
                <SERVICEDESK_REMARKS>
                    <item>
                        <RECID>19175</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>1599</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <ACTIVITY_TYPE>typeAssigned</ACTIVITY_TYPE>
                        <REMARKS>Service Desk Item Assigned</REMARKS>
                        <APPENDTO_SERVICE_REMARKS>0</APPENDTO_SERVICE_REMARKS>
                    </item>
                </SERVICEDESK_REMARKS>
                <SERVICEDESK_EMAIL>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-19 13:23:05</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>280</SERVICE_DESK_RECID>
                        <THREAD_DATE>2013-03-19 13:23:05</THREAD_DATE>
                        <TYPE>SENT</TYPE>
                        <SUBJECT>Email Subject, This is</SUBJECT>
                        <MESSAGE>Do or do not.  There is no try</MESSAGE>
                        <FIRST_NAME>Yoda</FIRST_NAME>
                        <LAST_NAME>Jedi</LAST_NAME>
                        <EMAIL>y.jedi@dagobah.com</EMAIL>
                        <TO>Yoda Jedi (y.jedi@dagobah.com)</TO>
                        <CC/>
                    </item>
                </SERVICEDESK_EMAIL>
                <SERVICEDESK_ATTACHMENTS>
                    <item>
                        <RECID>41</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-02-08 11:43:49</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>31</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <FILES_RECID>176</FILES_RECID>
                        <FILENAME>tardis.jpg</FILENAME>
                        <MIME_TYPE>image/jpeg</MIME_TYPE>
                        <SIZE>47311</SIZE>
                    </item>
                </SERVICEDESK_ATTACHMENTS>
                <SERVICEDESK_ACTIONS>
                    <item>
                        <RECID>91</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-12 10:00:24</MODIFIED_DATE>
                        <SERVICE_ID>(555) 555-5555</SERVICE_ID>
                        <REFERENCE/>
                        <SDA_NUMBER>4</SDA_NUMBER>
                        <DUE_DATE/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDACT_SD_ACTION_VALUE>Remove</SDACT_SD_ACTION_VALUE>
                        <SDACT_SD_ACTION_CODE>REMOVE</SDACT_SD_ACTION_CODE>
                        <SDACT_SD_STATUS_VALUE>Complete</SDACT_SD_STATUS_VALUE>
                        <SDACT_SD_STATUS_CODE>COMPLETE</SDACT_SD_STATUS_CODE>
                        <SDACT_URGENCY_VALUE>Medium</SDACT_URGENCY_VALUE>
                        <SDACT_URGENCY_CODE>MEDIUM</SDACT_URGENCY_CODE>
                    </item>
                </SERVICEDESK_ACTIONS>
                <SERVICEDESK_EQUIPMENT>
                    <item>
                        <RECID>286</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-19 08:31:17</MODIFIED_DATE>
                        <QUANTITY>1</QUANTITY>
                        <BILLABLE>No</BILLABLE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDE_SD_EQP_ACTIONS_VALUE>Add</SDE_SD_EQP_ACTIONS_VALUE>
                        <SDE_SD_EQP_ACTIONS_CODE>ADD</SDE_SD_EQP_ACTIONS_CODE>
                        <SDE_SD_EQP_STATUS_VALUE>Complete</SDE_SD_EQP_STATUS_VALUE>
                        <SDE_SD_EQP_STATUS_CODE>COMPLETE</SDE_SD_EQP_STATUS_CODE>
                    </item>
                </SERVICEDESK_EQUIPMENT>
                <SERVICEDESK_CONTACTS>
                    <item>
                        <RECID>261</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-11 08:54:00</MODIFIED_DATE>
                        <EMAIL>thecaptain@pcr.com</EMAIL>
                        <PHONE_NUMBER>5551112222</PHONE_NUMBER>
                        <SOURCE/>
                        <FIRST_NAME>Steve</FIRST_NAME>
                        <LAST_NAME>Rogers</LAST_NAME>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDC_SD_CNTS_TYPE_VALUE>Hero</SDC_SD_CNTS_TYPE_VALUE>
                        <SDC_SD_CNTS_TYPE_CODE>HERO</SDC_SD_CNTS_TYPE_CODE>
                    </item>
                </SERVICEDESK_CONTACTS>
                <SERVICEDESK_CHARGES>
                    <item>
                        <RECID>5673</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-04-20 14:52:48</MODIFIED_DATE>
                        <DESCRIPTION/>
                        <AMOUNT>50</AMOUNT>
                        <BILLED_DATE/>
                        <PRORATE>No</PRORATE>
                        <CHARGE_PROCESSED>No</CHARGE_PROCESSED>
                        <SOURCE_TABLE_NAME/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <CHG_SD_CHRG_ACTION_VALUE>Start</CHG_SD_CHRG_ACTION_VALUE>
                        <CHG_SD_CHRG_ACTION_CODE>START</CHG_SD_CHRG_ACTION_CODE>
                    </item>
                </SERVICEDESK_CHARGES>
                <SERVICEDESK_LABOR>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-04-09 09:20:47</MODIFIED_DATE>
                        <WORKED_DATE>2013-04-09 00:00:00</WORKED_DATE>
                        <BILLABLE>No</BILLABLE>
                        <HOURS_WORKED>3600</HOURS_WORKED>
                        <FIRST_NAME>Bruce</FIRST_NAME>
                        <LAST_NAME>Wayne</LAST_NAME>
                        <WORKGROUP>Public Safety</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDL_LABOR_TYPE_VALUE>Crime Fighting</SDL_LABOR_TYPE_VALUE>
                        <SDL_LABOR_TYPE_CODE>CRIME_FIGHTING</SDL_LABOR_TYPE_CODE>
                    </item>
                </SERVICEDESK_LABOR>
                <SERVICEDESK_WORKFLOW>
                    <item>
                        <RECID>6091</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-06-26 08:38:05</MODIFIED_DATE>
                        <START_DATE>2015-05-08 10:04:00</START_DATE>
                        <COMPLETED_DATE>2015-06-26 08:38:05</COMPLETED_DATE>
                        <SCHEDULED_DATE/>
                        <SCHEDULED_END_DATE/>
                        <BILLABLE>No</BILLABLE>
                        <NOTES/>
                        <ESTIMATED_TIME/>
                        <FIRST_NAME/>
                        <LAST_NAME/>
                        <WORKGROUP>Janitorial</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SWF_SD_WF_STATUS_VALUE>Complete</SWF_SD_WF_STATUS_VALUE>
                        <SWF_SD_WF_STATUS_CODE>COMPLETE</SWF_SD_WF_STATUS_CODE>
                    </item>
                </SERVICEDESK_WORKFLOW>
                <SERVICEDESK_GLA>
                    <item>
                        <PERCENT>100</PERCENT>
                        <Type>Default</Type>
                        <GLA_FULL_CODES_0>56786 > 1814 > 23221 > 7755</GLA_FULL_CODES_0>
                    </item>
                </SERVICEDESK_GLA>
                <SERVICEDESK_CABLE>
                    <item>
                        <RECID>1166</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-07-08 15:14:50</MODIFIED_DATE>
                        <INSTANCE>200</INSTANCE>
                        <FROM_EQP>SRS BDF 2</FROM_EQP>
                        <FROM_CAT>61</FROM_CAT>
                        <FROM_PPL/>
                        <TO_PPL/>
                        <CABLE>SRS BDF 2</CABLE>
                        <PAIR_STRAND_NUM>4</PAIR_STRAND_NUM>
                        <BACKBONE_SERVICE/>
                        <TO_EQP>Jack 01-08</TO_EQP>
                        <TO_CAT>71</TO_CAT>
                        <TO_DESC>Jack</TO_DESC>
                        <MODIFIED_BY>demo</MODIFIED_BY>
                        <SDC_SD_CABLE_ACTION_VALUE>Out</SDC_SD_CABLE_ACTION_VALUE>
                        <SDC_SD_CABLE_ACTION_CODE>OUT</SDC_SD_CABLE_ACTION_CODE>
                    </item>
                </SERVICEDESK_CABLE>
            </item>
        </servicedesk>
    </servicedesk>

...

Type

Description

Extra Parameters*

Searchable

Results

CONTACTS

Retrieve available Contacts

CTYPE - Type of contact. Example: "worker"

yes

Contacts

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <contacts>
            <item>
                <RECID>809</RECID>
                <SERVICE_REP>Doe, John</SERVICE_REP>
                <STATUS>1</STATUS>
                <CONTACT_TYPE_LISTS_RECID>1147</CONTACT_TYPE_LISTS_RECID>
                <C_TITLE_VALUE/>
                <C_TITLE_CODE/>
                <CTYPE_CONTACT_TYPE_VALUE>User</CTYPE_CONTACT_TYPE_VALUE>
                <CTYPE_CONTACT_TYPE_CODE>USER</CTYPE_CONTACT_TYPE_CODE>
            </item>
        </contacts>
    </servicedesk>

DEPTHIER

Retrieve available Departments

Coming Soon

Department Hierarchy

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <depthier>
            <item>
                <RECID>24</RECID>
                <DH_NAME>Facilities</DH_NAME>
                <STATUS>1</STATUS>
                <DEFAULT_SLA_DESC/>
                <DEFAULT_INCI_SLA_DESC/>
                <BG_NAME>Admin</BG_NAME>
                <DEPT_HIERARCHY_PATH>FM</DEPT_HIERARCHY_PATH>
                <DEPT_HIERARCHY_PATH_TOOLTIP>FM</DEPT_HIERARCHY_PATH_TOOLTIP>
                <NAME_AND_BG>FM - Admin</NAME_AND_BG>
            </item>
        </depthier>
    </servicedesk>

EQP_CATALOG

Retrieve available Equipment Catalogs

yes

Equipment Catalog

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>64</count>
        <total_count>64</total_count>
        <eqp_catalog>
            <item>
                <RECID>56</RECID>
                <TENANTS_RECID>0</TENANTS_RECID>
                <MODIFIED_DATE>2013-08-20 13:56:56</MODIFIED_DATE>
                <MODIFIED_BY>LOrgana</MODIFIED_BY>
                <STATUS>1</STATUS>
                <PART_NUMBER>Test 1</PART_NUMBER>
                <PART_NUM_BARCODE>2939473020239</PART_NUM_BARCODE>
                <DESCRIPTION>Blaster</DESCRIPTION>
                <MANUFACTURER>Integrated Galactic Blaster Corp.</MANUFACTURER
                <MANU_PART_NUM>T23</MANU_PART_NUM>
                <CATALOG_DESCRIPTION>The last line of defense that you will ever need.</CATALOG_DESCRIPTION>
                <CATEGORY>0</CATEGORY>
                <PRORATE>0</PRORATE>
                <ASSIGNABLE>1</ASSIGNABLE>
                <BILLABLE>0</BILLABLE>
                <CABLING_EQUIPMENT>1</CABLING_EQUIPMENT>
                <ASSET>0</ASSET>
                <LOCATION_REQUIRED>0</LOCATION_REQUIRED>
                <ORDERABLE>1</ORDERABLE>
                <CONSUMABLE>0</CONSUMABLE>
                <PROVISIONED>0</PROVISIONED>
                <REVENUE_GLA_RECID>42</REVENUE_GLA_RECID>
                <REVENUE_OB_CODES_RECID>6</REVENUE_OB_CODES_RECID>
                <EXPENSE_OB_CODES_RECID>6</EXPENSE_OB_CODES_RECID>
                <WORKER_INSTALL_TIME/>
                <WORKER_REMOVE_TIME/>
                <MAX_QUANTITY/>
                <PARENT_EQP_CATALOG_RECID>28</PARENT_EQP_CATALOG_RECID>
                <WARRANTY_LENGTH_LISTS_RECID/>
                <HEIGHT/>
                <WIDTH/>
                <SLOTS/>
                <UNIT_LISTS_RECID>1339</UNIT_LISTS_RECID>
                <HAS_UNITS>0</HAS_UNITS>
                <CONTIGUOUS>0</CONTIGUOUS>
                <CM_MODEL/>
                <BILLING_GROUP_RESTRICT/>
                <LOCATION_RESTRICT>
                    <item>111</item>
                </LOCATION_RESTRICT>
            </item>
        </eqp_catalog>
    </servicedesk>

CHARGE_CATALOG

Retrieve available Charge Catalogs

yes

Charge Catalog

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>64</count>
        <total_count>64</total_count>
        <charge_catalog>
            <item>
                <RECID>167</RECID>
                <NAME>Starship Detailing</NAME>
                <DESCRIPTION>1-time charge for cleaning of starships</DESCRIPTION>
                <AMOUNT>126587</AMOUNT>
                <CHARGE_TYPE_LISTS_RECID>1981</CHARGE_TYPE_LISTS_RECID>
                <EXPENSE_TYPE_LISTS_RECID>1182</EXPENSE_TYPE_LISTS_RECID>
                <PARENT_CHRG_CATALOG_RECID/>
                <REVENUE_GLA_RECID>1</REVENUE_GLA_RECID>
                <USE_QUANTITY>1</USE_QUANTITY>
                <TAXABLE>0</TAXABLE>
                <ALLOW_OVERRIDE>1</ALLOW_OVERRIDE>
                <CC_CHARGE_TYPE_VALUE>1 time</CC_CHARGE_TYPE_VALUE>
                <CC_CHARGE_TYPE_CODE>1_TIME</CC_CHARGE_TYPE_CODE>
                <CC_EXPENSE_TYPE_VALUE>Default</CC_EXPENSE_TYPE_VALUE>
                <CC_EXPENSE_TYPE_CODE>DEFAULT</CC_EXPENSE_TYPE_CODE>
            </item>
        </charge_catalog>
    </servicedesk>

PRCODE

Retrieve available Problem Codes

no

Problem Code

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <prcode>
            <item>
                <RECID>3</RECID>
                <PRCODE>General</PRCODE>
            </item>
        </prcode>
    </servicedesk>

RESCODE

Retrieve available Resolution Codes

no

Resolution Code

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <rescode>
            <item>
                <RECID>1</RECID>
                <RESCODE>Replaced Unit</RESCODE>
            </item>
        </rescode>
    </servicedesk>

CSRS

Retrieve available Customer Service Representatives (CSR)

no

CSR

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

<servicedesk> <status>success</status> <page>1</page> <count>20</count> <total_count>20</total_count> <csrs> <item> <RECID>545</RECID> <SERVICE_REP>Doe, John</SERVICE_REP> <STATUS>1</STATUS> <CONTACT_TYPE_LISTS_RECID>1151</CONTACT_TYPE_LISTS_RECID> <C_TITLE_VALUE/> <C_TITLE_CODE/> <CTYPE_CONTACT_TYPE_VALUE>Service Rep</CTYPE_CONTACT_TYPE_VALUE> <CTYPE_CONTACT_TYPE_CODE>SERVICE_REP</CTYPE_CONTACT_TYPE_CODE> </item> </csrs> </servicedesk>

SD_STATUS

Retrieve available Service Desk Statuses

no

SD Status

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <sd_status>
            <RECID>1310</RECID>
            <VALUE>Denied</VALUE>
        </sd_status>
    </servicedesk>

SDTYPES

Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API)

no

SD Types

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <sdtypes>
            <CODE>sd-incident-report</CODE>
            <VALUE>Incident</VALUE>
        </sdtypes>
    </servicedesk>

UDFS

Retrieve available User Defined Fields (UDF)

SDTYPE - Retrieve UDFs for only a specific SD Type
SORT - Order the results ASC by a specific field

no

UDF

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>20</total_count>
        <udfs>
            <item>
                <UDF_RECID>10</UDF_RECID>
                <LABEL>test</LABEL>
                <FIELD_TYPE>Text</FIELD_TYPE>
                <REQUIRED>0</REQUIRED>
                <DESCRIPTION>A UDF Field</DESCRIPTION>
                <UDF_ORDER>1</UDF_ORDER>
                <FORM_ELEMENT_WIDTH/>
                <FORM_ELEMENT_HEIGHT/>
                <FORM_ELEMENT_TEXT_WIDTH/>
                <SD_TYPE>Service Request</SD_TYPE>
                <VERIFY>0</VERIFY>
                <AGING_PERSISTENT>0</AGING_PERSISTENT>
                <UDTABLE_DEF/>
                <TYPES/>
            </item>
        </udfs>
    </servicedesk>

WORKGROUPS

Retrieve available Workgroups

no

Workgroups

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>10</count>
        <total_count>10</total_count>
        <workgroups>
            <item>
                <RECID>21</RECID>
                <VALUE>Cable Plant</VALUE>
            </item>
        </workgroups>
    </servicedesk>

LABOR_TYPE

Retrieve available Labor Types

no

Labor Types

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <labor_type>
            <item>
                <RECID>1220</RECID>
                <VALUE>Regular</VALUE>
            </item>
        </labor_type>
    </servicedesk>

SD_CHRG_ACTION

Retrieve available Service Desk Charge Actions

no

SD Charge Actions

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <sd_chrg_action>
            <item>
                <RECID>1220</RECID>
                <VALUE>Regular</VALUE>
            </item>
        </sd_chrg_action>
    </servicedesk>

URGENCY

Retrieve available Service Desk Urgency values

no

SD Urgency

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>4</count>
        <total_count>4</total_count>
        <urgency>
            <item>
                <RECID>561</RECID>
                <VALUE>Low</VALUE>
            </item>
        </urgency>
    </servicedesk>

AUTH_CODE_TYPE

Retrieve available Auth Code Types

no

SD Auth Code

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>3</count>
    <total_count>3</total_count>
    <auth_code_type>
        <item>
            <RECID>22</RECID>
            <VALUE>1</VALUE>
        </item>
        <item>
            <RECID>23</RECID>
            <VALUE>2</VALUE>
        </item>
        <item>
            <RECID>24</RECID>
            <VALUE>3</VALUE>
        </item>
    </auth_code_type>
</servicedesk>

BANDWIDTH

Retrieve available Bandwidth values

no

SD Bandwidth

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>1</count>
    <total_count>1</total_count>
    <bandwidth>
        <item>
            <RECID>25</RECID>
            <VALUE>1 GBPS</VALUE>
        </item>
    </bandwidth>
</servicedesk>

...

Field

Required

Data Type

Options

Default

Notes

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". 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
"IN" - Incident
"ES" - Estimate
"WO" - Work Order
"IQ" - Inquiries

Service Desk type

source

No

String

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

"API"

Code for the source of the Service Desk Item. List Type must be SD_SOURCE.

urgency

No

String

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Set the urgency on the Service Desk Item.

csr

Yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Record ID of either the Contact or the Department owner.
*Required only when completing an order

owner_type

No*

String

"contact" or "department"

Type of owner.
*Required only when setting an owner

requestor

No

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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
Provided value will be validated against UDF’s data type requirements and used if acceptable.

udf_UDF-RECID

Yes*

Integer

UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value

See Note Below

udf_UDF-IDENTIFIER

Yes*

Mixed

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value

See Note Below

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	143658
type	SO
csr	1

Results

If the request is successful, the SD Number will returns as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "0",
    "servicedesk": SO201500419
}

...

Field

Required

Data Type

Options

Default

Notes

sd_status

No

String

"complete", "finalized"

If setting the status to "complete", res_code will be required

finalized_date

No*

String

Required when setting sd_status to "finalized". Date the Incident is finalized on. Today's date in valid format (mm/dd/yyyy)

prob_code

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Record ID of the trouble code.

owner

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Record ID of the Resolution Code. If setting the sd_status to "complete", this field becomes required.

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

sdc

no

Integer

Record ID of the Service Desk Classification

equipment_udf_IDENTIFIER

no

mixed

IDENTIFIER of UDF preceded by "equipment_udf_". Example: equipment_udf_FIELD123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided

equipment_udf_RECID

no

mixed

RECID of UDF preceded by "equipment_udf_". Example: equipment_udf_123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided

service_udf_IDENTIFIER

no

mixed

IDENTIFIER of UDF preceded by "service_udf_". Example: service_udf_FIELD123.
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided

service_udf_RECID

no

mixed

RECID of UDF preceded by "service_udf_". Example: service_udf_123
The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	267870
prob_code	4
owner	1
owner_type	"contact"
type	IN
csr	1

...

If the request is successful, the SD Number will be returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "0",
    "servicedesk": IN201500419
}

...

Typically, an Estimate will include Charges, Labor, and Equipment.

Available Fields

These fields are IN ADDITION TO the Service Desk fields listed above

Field

Required

Data Type

Options

Default

Notes

charge_catalog

no

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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*

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Type of Labor to be added.
*Only Required when adding Labor to the Estimate (when "workgroup" field is provided).

workgroup

no

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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"
*Only Required when adding labor to the estimate (when "workgroup" field is provided).

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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	355989
type	ES
csr	1

Results

If the request is successful, the SD Number will be returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "0",
    "servicedesk": ES201500419
}

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	5434
type	SO
udf_IDENTIFIER	1

...

If the request is successful, the RECID(s) of the new Service Desk UDF records will be returned in the same order as provided:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
    "status": "success",
    "page": 1,
    "count": 1,
    "total_count": "1",
    "servicedesk": [
        {
            "item": 5434,
            "item": 5435
        }
    ]
}

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	999
type	REMARKS
remarks	This is a Remark from the API

...

If the request is successful, the SD Number will be returns as follows:

Toggle cloak

Cloak

Code Block

language	php

{
	status":"success",
	"page": 1,
	"count": 1,
	"total_count": 0,
	"servicedesk": 999
}

It is a JSON encoded string (because json was specified in the URL) with 2 important points of information: "status" and "servicedesk". If "status" is "success" as it is above, then "servicedesk" will be the record number for the Remark that was entered. If "status" is "failure", then a parameter named "message" will be in-place of "servicedesk" with a reason as to why it failed. Example:

Code Block

language	php

{
	"status": "failure",
	"message": "The supplied SD Type is invalid, valid options are: SO, IN, ES"
}

...

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer

RECID column from SERVICE_DESK_EST table.

charge_catalog

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	56487
charge_catalog	1
type	EST_CHARGES

...

If the request is successful, the RECID of the new service desk estimate charge is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 56487
}

...

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer

RECID column from SERVICE_DESK_EST table.

labor_type

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Type of Labor to be added.

workgroup

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	55073
labor_type	Regular
workgroup	1
hours	1h 45m
type	EST_CHARGES

...

If the request is successful, the RECID of the new service desk estimate labor record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 55073
}

...

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer

RECID column from SERVICE_DESK_EST table.

eqp_catalog

yes

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	78451
eqp_catalog	1
eqp_quantity	1
eqp_billable	1
type	EST_CHARGES

...

If the request is successful, the RECID of the new service desk estimate equipment record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
gla	1
gla_type	Default
gla_percent	100
type	GLA

...

If the request is successful, the RECID of the new service desk GLA record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

...

Below is the proper format for making a separate request.

Note: "type=EQUIPMENT" to indicate that this is to create an Equipment record.

...

Field

Required

Data Type

Options

Default

Notes

type

yes

String

type=EQUIPMENT is Required

sd_recid

yes*

Integer

RECID column from SERVICE_DESK table.
*See NOTE below

sd_number

yes*

String

The Number of the Service Desk item that the Equipment is for.
*See NOTE below

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:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

The List ID value for the EXPENSE_TYPE List entry that is desired.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
qty	1
type	EQUIPMENT
eqp_catalog	1

...

If the request is successful, the RECID of the new Service Desk Add Equipment record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 78451
}

...

Below is the proper format for making a separate request.

Note: "type=LABOR" to indicate that this is to create an Equipment record.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	LABOR
sd_recid	66116
labor_type	Regular
date	2019/04/25
hours	1.25
workgroup	1
worker	1
billable	0

...

If the request is successful, the RECID of the new Service Desk Add Labor record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 66116
}

...

Field

Required

Data Type

Options

Default

Notes

location

no

Integer

Location restrictions will be checked against the Service Catalog

catalog

no

Integer

RECID of the Service Catalog
Service Catalog must be a "Task" Type

sla

no

Integer

RECID of the SLA

sdc

no

Integer

RECID of the Service Desk Classification

details

no

CLOB

The details for the Work Order

impact

no

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

RECID for the Impact value

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	WO
catalog	7394
source	Web
csr	1

Results

If the request is successful, the RECID of the new Service Desk Work Order record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 23240
}

...

Note: "type = IQ".

Available Fields

Field

Required

Data Type

Options

Default

Notes

type

yes

String

type = IQ

recid

yes*

Integer

Required in order to Update the Inquiry

subject

yes*

String

Required in order to Create the Inquiry, and cannot be Updated

message

yes*

String

Required in order to Create the Inquiry

topic

yes*

Integer

Value Lookups:

Toggle cloak

Cloak

Insert excerpt

	API
	API
nopanel	true

Required in order to Create the Inquiry, and must be a valid LIST RECID of the type SD_INQTOPICS_LISTS_RECID

email

yes*

String

Required in order to Create the Inquiry, UNLESS using Token Authentication. This can not be Updated.

sdc

no

Integer

Cannot be Updated. RECID of the Service Desk Classification

Request Example

Call:

Code Block

language	php

POST DOMAIN/KEY/servicedesk.json

Headers:

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	IQ
email	demo@pcr.com
subject	Sample Inquiry
message	This is the Inquiry Text
topic	4

Results

If the request is successful, the RECID of the new Service Desk Inquiry record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 33359
}

Service Desk Charges

Available Fields

Field	Required	Data Type	Options	Notes
type	yes	String	"CHARGES"	Service Desk type, must be in the status of Pending, Hold or Complete
recid	no*	Integer		Required to Update an existing Non-Recurring Charge
sd_recid	no*	Integer		Required to Add a new Charge. Either sd_recid or sd_number must be used
sd_number	no*	Integer		Required to Add a new Charge. Either sd_recid or sd_number must be used
charge_catalog_recid	yes	Integer		RECID of the Non-Recuring Charge Catalog
override_amount	no	Number		Amount to Override the Catalog Charge Amount, if the Catalog allows it
quantity	no	Number		Quantity of Charges of the chosen Catalog to apply, if the Catalog is set to use Quantity
override_gla	no	Integer		RECID of the Override GLA, if the Catalog allows it
prorate	no	Boolean	1 (True) or 0 (False)	Only allowed if BILL_MRC_CHANGE_FORCE_PRORATE config option is false
description	no	String		Description of the Charge

Request Example

Call:

Code Block

language	php

POST DOMAIN/KEY/servicedesk.json

Headers:

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	CHARGES
sd_recid	35612
charge_catalog_recid	7
description

Results

If the request is successful, the RECID of the new Service Desk Service Order Charge record is returned as follows:

Toggle cloak

Cloak

Code Block

language	xml
linenumbers	true

{
	status": "success",
	"page": 1,
	"count": 1,
	"total_count": 1,
	"servicedesk": 33359
}

Service Order Charge Example

...

Versions Compared

Old Version 1

New Version 2

Key

Results

Body:

Results

Body:

Available Fields

Body:

Results

Body:

Body:

Body:

Body:

Body:

Body:

Body:

Body:

Body:

Results

Available Fields

Request Example

Call:

Headers:

Body:

Results

Service Desk Charges

Available Fields

Request Example

Call:

Headers:

Body:

Results