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Table of Contents
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All GET requests for retrieving data will be done via the SQL endpoint. Please see the SQL for more information on how to create a request. Please see the Data Dictionary for comprehensive detail of available Tables and Data.

In an effort to make the PCR-360 API more flexible, PCR has made the decision to no longer create individual endpoints for all the different data types. Instead, PCR is encouraging Users to use the SQL endpoint with a structured SELECT statement to retrieve exactly the data you want. Please see the SQL endpoint documentation for more information.

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Note: See the How to get RECID values FAQ page for how to locate needed RECIDs.

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SQL API Calls
SQL API Calls
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Available Fields

Field

Required for INSERT

Required for UPDATE

Required for Action Type

Data Type

Options

Notes

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. RECID column from SERVICE_DESK_ACTIONS table.

sd_recid / sd_number

Yes*

No


Integer / String


*Either “sd_recid” or “sd_number” are "Conditionally Required" when attempting to INSERT, but not both. RECID column from SERVICE_DESK table.

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.
*Some Services can make the Location "Conditionally Required".
*For Multi Location Services, only Locations already associated to the Service can be used for actions that are not ADD
*For Multi Location Services with 2 or more Locations, Location is "Conditionally Required" for all CHANGE and REMOVE Actions.
*The status of the Location must be Active, and allowed by the Service Catalog.

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
*For CHG_SERVICE_ID, CHG_MULTI_LOCATION and CHG_OWNER, the Service must be Active
*Not allowed, and will throw an Error if used on a TASK Action

sla

No

No


Integer

SLAs

RECID of SLA

due_date

No

No


String


Format “YYYY/MM/DD”

service_host / service_host_name

No*

No*


Integer / String

Service Hosts

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

Contacts

RECID of Contact. Only a Contact or Department can be Owner, not both.

owner_department

No

No


Integer

Department Hierarchy

RECID of Department. Only a Contact or Department can be Owner, not both.

urgency

No

No


Integer / String

Urgency

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_recidNoNo
Integer
Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. RECID column from SERVICE_DESK_ACTIONS SDC table.
new_serviceNoNoCHG_SERVICE_IDInteger
The new Service ID for the Service being changed.
One of the following must be true for the new Service ID:
  1. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & not in a pool
  2. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & in a pool
    • if the new Service ID specified is an existing Service and the Catalog for the original Service specified on a pool then the new Service ID must be in the same pool
  3. doesn't exist
auth_code_typeYes*NoADDInteger

Lists 

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RECID of Auth Code Type for an authcode service. 
*Required when attempting to INSERT an authcode Service.
classes_of_serviceYes*NoADDIntegerExampleRECID of Class of Service for an authcode service. 
 *Required when attempting to INSERT a new auth_code_type record.
bandwidthNoNo
Integer
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RECID of Bandwidth for a data/backbone service.
owner_typeNoNoCHG_OWNERString'contact', 'department'The type of the Owner, either a Contact or a Department.
ownerNoNoCHG_OWNERInteger
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.
Headers:
Key
Value
Content-Type
application/json
Pcr-Html-Encoded
TRUE
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
Field
Value
type
ACTION
sd_number
SO201804031
sd_action
ADD
catalog
879
due_date
2019/12/31
CHG_MOVE Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
FieldValue
typeACTION
sd_numberSO201804031
sd_actionCHG_MOVE
service1324
due_date2019/12/31 
CHG_UPDOWN Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
FieldValue
typeACTION
sd_numberSO201804031
sd_actionCHG_UPDOWN
catalog879
service1324
due_date2019/12/31 
CHG_MISC Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
FieldValue
typeACTION
sd_numberSO201804031
sd_actionCHG_MISC
service1324
due_date2019/12/31 
REMOVE Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
FieldValue
type
ACTION
sd_numberSO201804031
sd_actionREMOVE 
service1324
due_date2019/12/31 
CHG_SERVICE_ID Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
Field
Value
type
ACTION
sd_numberSO201804031
sd_actionCHG_SERVICE_ID 
service1324
new_service5555555555
due_date2019/12/31 
CHG_MULTI_LOCATION Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
Field
Value
type
ACTION
sd_numberSO201804031
sd_action
CHG_MULTI_LOCATION 
service1324
location8675309
due_date2019/12/31 
CHG_OWNER Action Example
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languagexml
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
Field
Value
type
ACTION
sd_numberSO201804031
sd_action
CHG_OWNER 

service1324
owner_typecontact
owner357
due_date2019/12/31 
TASK Action Example
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POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT
Field
Value
type
ACTION
sd_numberSO201804031
sd_action
TASK

due_date2019/12/31 
catalog52
Results
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FieldRequiredData TypeOptionsDefaultNotes
typenoStringATTACHMENT
Can be used to add an attachment when creating, or updating any Service Desk Action
filesyesarray

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_recidyesInteger

RECID for the Service Desk Record. RECID column from SERVICE_DESk DESK table.
sda_recidyesInteger

RECID for the Service Desk Action. RECID column from SERVICE_DESK_ACTIONS table.
...
Field
Required
Data Type
Options
Default
Notes
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. RECID column from SERVICE_DESK table.
sda_recid
Yes*
Integer


The RECID of the Action. *Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.
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-RECIDYes*Integer

UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value. RECID column from USER_DEFINED_FIELDS_VALS table.
  • See Note Below
udf_UDF-IDENTIFIERYes*Mixed

IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value
  • See Note Below
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Field
Required
Data Type
Options
Default
Notes
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. RECID column from SERVICE_DESK table.
sda_recid
np
Integer


The RECID of the Action. *Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.
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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Please see the wiki entry for Service Desk Actions for detailed information about where this data can be found.
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