Table of Contents | ||||
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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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Extra Parameters can be appended to the URL in standard Query String fashion.
Write Call
Available Fields
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Field
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Required
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Data Type
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Options
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Default
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Notes
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recid
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Only when updating
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Integer
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Identifier of the record to be updated
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Excerpt |
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Note: The List Calls are used to locate the proper List Recid value that needs to be passed in the Endpoint Call. Details for the Call can be found in the Options section of the Available Fields for the various API Call Types. |
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Available Fields
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 | String | Lists
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||||
urgency | No | String | Lists
| Set the urgency on the Service Desk Item. | |||||||||||||||
csr | Yes | Integer | 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 | Lists
| Record ID of either the Contact or the Department owner. | |||||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||||
requestor | No | Integer | 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* | Mixed | 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 returns as follows:
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Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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problemprob_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 | ||||||||||||||
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. |
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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 | 267870 |
problemprob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
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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Below is the proper format for making a UDF request.
Note: "type=UDFS" to indicate that this is to add UDFs to a Service.
Code Block | ||
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POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=UDFS&field1=value1 ... |
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Field | Required | Data Type | Options | Default | Notes |
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sd_recid | yes* | IntegerThe RECID of the Service Desk item that the UDF is for. RECID column from SERVICE_DESK table. | *Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | The Number of the Service Desk item that the UDF is for. | ||
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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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 |
...
Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | type must be REMARKS | ||
sd_recid | yes | Integer | Recid of Service Desk Item. RECID column from SERVICE_DESK table. | ||
remarks | yes | String | The remark to add to the service | ||
sda_recid | no | Integer | Recid of the *Conditionally Required for use on a Service Desk Action. RECID column from SERVICE_DESK_ACTIONS table. *Conditionally Required for use on a Service Desk Actiontable. |
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 | REMARKS |
remarks | This is a Remark from the API |
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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. RECID column from SERVICE_DESK_EST _CHARGES table. | ||||||||||||||
charge_catalog | yes | Integer | 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. |
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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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estimate_recid | 56487 |
charge_catalog | 1 |
type | EST_CHARGES |
...
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. RECID column from SERVICE_DESK_EST _LABOR table. | ||||||||||||||
labor_type | yes | Integer | Lists
| Type of Labor to be added. | |||||||||||||
workgroup | yes | Integer | 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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estimate_recid | 55073 |
labor_type | Regular |
workgroup | 1 |
hours | 1h 45m |
type | EST_CHARGES |
...
Below is the proper format for making a separate request.
Note: "type=EST_EQP" to indicate that this is to create an Estimate Equipment record.
Available Fields
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. RECID column from SERVICE_DESK_EST _EQP table. | ||||||||||||||
eqp_catalog | yes | Integer | 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 |
...
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. RECID column from SERVICE_DESK table. | ||
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 |
...
Below is the proper format for making a separate request.
Note: "type=EQUIPMENT" 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=EQUIPMENT is Required | ||
sd_recid | yes* | Integer | The RECID of the Service Desk item that the Equipment is for. RECID column from SERVICE_DESK table. | ||
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. RECID column from SERVICE_DESK_ACTIONS table. | ||
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 |
...
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 |
...
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 |
---|---|---|---|---|---|
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. RECID column from SERVICE_DESK table. *See Note Below. | ||
sda_recid | no* | Integer | Recid of the Service Desk Action to apply the Labor to. See Note Below. RECID column from SERVICE_DESK_ACTIONS table. *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 |
...
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 |
...
Note: "type = WO".
Available Fields
Field | Required | Data Type | Options | Default | Notes | ||||||||||||
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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 | Lists
| RECID for the Impact value |
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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type | WO |
catalog | 7394 |
source | Web |
csr | 1 |
Results
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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. RECID column from SERVICE_DESK table. |
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