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Table of Contents

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Read Call

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 API End Point documentation for more information.

...

Remember, OUTPUT is replaced by the desired data type you want returned.

Controlling Results Count

By default, 20 items will be returned at a time. However, you 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.

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Parameter	Default	Description
limit	20	Number of listings to show. Maximum is 50.
page	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
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 person or org hierarchy
CSR	string	Yes	The contact 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

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>

Anchor
Lists
Lists
Lists

When inserting or updating Service Desk records, it is sometimes necessary to provide values that exist elsewhere in the system. The LIST method can help to retrieve available options for these values.

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Code Block

language	php

   GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE

Searchable

If a LISTTYPE is designated as searchable in the table below, adding the "SEARCH" param will return values that contain the provided value.

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Parameter	Replace With
LISTTYPE	The type of List to be retrieved. Types can be found below.

List Types

Type	Description	Extra Parameters*	Searchable
CONTACTS	Retrieve available Contacts	CTYPE - Type of contact. Example: "worker"	yes	Results
DEPTHIER	Retrieve available Departments		Coming Soon	Results
EQP_CATALOG	Retrieve available Equipment Catalogs		yes	Results
CHARGE_CATALOG	Retrieve available Charge Catalogs		yes	Results
PRCODE	Retrieve available Problem Codes		no	Results
RESCODE	Retrieve available Resolution Codes		no	Results
CSRS	Retrieve available Customer Service Representatives (CSR)		no	Results
SD_STATUS	Retrieve available Service Desk Statuses		no	Results
SDTYPES	Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API)		no	Results
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	Results
WORKGROUPS	Retrieve available Workgroups		no	Results
LABOR_TYPE	Retrieve available Labor Types		no	Results
SD_CHRG_ACTION	Retrieve available Service Desk Charge Actions		no	Results
URGENCY	Retrieve available Service Desk Urgency values		no	Results

*Extra Parameters can be appended to the URL in standard Query String fashion.

Anchor
Contact Results
Contact Results
Contacts Results

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>

Anchor
Dept Results
Dept Results
Department Hierarchy Results

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>

...

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>

Anchor
Charge Catalog Results
Charge Catalog Results
Charge Catalog Results

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>

Anchor
Problem_Code_Results
Problem_Code_Results
Problem Code Results

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>

Anchor
Resolution_Code_Results
Resolution_Code_Results
Resolution Code Results

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>

Anchor
CSR_Results
CSR_Results
CSR Results

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>

Anchor
SD_Status_Results
SD_Status_Results
SD Status Results

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>

Anchor
SD_Types_Results
SD_Types_Results
SD Types Results

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>

Anchor
UDF_Results
UDF_Results
UDF Results

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>

Anchor
Workgroups_Results
Workgroups_Results
Workgroups Results

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>

Anchor
Labor_Types_Results
Labor_Types_Results
Labor Types Results

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>

Anchor
Service_Desk_Charge_Actions_Results
Service_Desk_Charge_Actions_Results
Service Desk Charge Actions Results

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>

Anchor
Service_Desk_Urgency_Results
Service_Desk_Urgency_Results
Service Desk Urgency Results

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>

Write Call

Available Fields

Field	Required	Data Type	Options	Default	Notes
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 "IN" - Incident "ES" - Estimate		Service desk type
source	no	String		"API"	Source of the service desk item
urgency	no	String	.API Service Desk v2.1.4.7API Calls#Lists		Set the urgency on the Service Desk Item.
csr	yes	Integer	.API Service Desk v2.1.4.7API Calls#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	.API Service Desk v2.1.4.7API Calls#Lists		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	.API Service Desk v2.1.4.7API Calls#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	.API Service Desk v2.1.4.7API Calls#Lists		IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123 Provided value will be validated against UDF’s data type requirements and used if acceptable.

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>SO201500419</servicedesk>
    </servicedesk>

Service Desk Incidents

Typically, an incident will include a service or piece of equipment that is having an issue. If this was not included when the Incident was created, it can be done with an update.

Please note: When including a Service or piece of Equipment on an Incident request, you MUST also supply a Contact Owner or Hierarchy owner for the Incident when creating a new Incident. If an Incident is being updated and it does not currently have an “Owner” specified, the update must also include a record ID for the contact or org hierarchy “Owner”.

Available Fields

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

Field	Required	Data Type	Options	Notes
prob_code	no	Integer	.API Service Desk v2.1.4.7API Calls#Lists	Record ID of the trouble code.
problem	no	String		The details or description of the trouble
res_code	no	Integer	.API Service Desk v2.1.4.7API Calls#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

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>IN201500419</servicedesk>
    </servicedesk>

Service Desk Incidents App Record

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Service Desk Estimates

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	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	Float			If allowed by the selected charge, overrides the default amount from the charge.
eqp_catalog	no	Integer	.API Service Desk v2.1.4.7API Calls#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*	Integer	.API Service Desk v2.1.4.7API Calls#Lists		Type of labor to be added. *Only required when adding labor to the estimate (when "workgroup" field is provided).
workgroup	no	Integer	.API Service Desk v2.1.4.7API Calls#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" *Only required when adding labor to the estimate (when "workgroup" field is provided).
rate	no	Float			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.

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>ES201500419</servicedesk>
    </servicedesk>

Service Desk Estimates App Record

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Service Desk UDFs

User Defined Fields can be easily set for a Service Desk item.

...

Code Block

language	php

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=UDFS&field1=value1 ...

Available Fields

Field	Required	Data Type	Notes
sd_recid	yes*	Integer	The RECID of the Service Desk item that the UDF is for. *Either sd_recid or sd_number are required, but not both
sd_number	yes*	String	The Number of the Service Desk item that the UDF is for. *Either sd_recid or sd_number are required, but not both
udf_IDENTIFIER	yes	Mixed	IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value

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:

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>
            <item>5434</item>
            <item>5435</item>
        </servicedesk>
    </servicedesk>

Service Desk Remarks

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.

...

Code Block

language	php

curl -s -X POST --data "SD_RECIDtype=REMARKS&sd_recid=1&REMARKSremarks=Test" http://URL_TO_YOUR_PCR360_INSTALLATION/api/YOURAPIKEY/servicedesk.json?TYPE=REMARKS

"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	Default	Notes
sd_recid	yes	int			The RECID of the Service Desk item to add the remark to
remarks	yes	string			The remarks to save

Results

This request returns the following:

...

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>999</servicedesk>
    </servicedesk>

It is a JSOSN JSOS 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"}

Service Desk Remarks App Record

Image Modified

Service Desk Estimate Charges

It is easy to insert a single charge for the new or existing service desk estimate. On the write request just add the appropriate fields to the query. If multiple charges need to be added to a single Estimate, then separate POST requests will need to be made.

...

Code Block
POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=EST_CHARGES&field1=value1 ...

Available Fields

Field	Required	Data Type	Options	Default	Notes
estimate_recid	yes	Integer			The RECID of the Service Desk Estimate that the charge is for
charge_catalog	yes	Integer	.API Service Desk v2.1.4.7API Calls#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	Float			If allowed by the selected charge, overrides the default amount from the charge.

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>56487</servicedesk>
    </servicedesk>

Service Desk Estimate Charges App Record

Image Modified

Service Desk Estimate Labor

It is easy to insert a single labor record for the new or existing service desk estimate. On the write request, just add the appropriate fields to the query. If multiple labor records need to be added to a single Estimate, then separate POST requests will need to be made.

...

Code Block

language	php

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=EST_LABOR&field1=value1 ...

Available Fields

Field	Required	Data Type	Options	Notes
estimate_recid	yes	Integer		The RECID of the Service Desk Estimate that the charge is for
labor_type	yes	Integer	.API Service Desk v2.1.4.7API Calls#Lists	Type of labor to be added.
workgroup	yes	Integer	.API Service Desk v2.1.4.7API Calls#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	Float		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.

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>55073</servicedesk>
    </servicedesk>

Service Desk Estimate Labor App Record

Image Modified

Service Desk Estimate Equipment

It is easy to insert a single equipment record for the new or existing service desk estimate. On the write request, add the appropriate fields to the query. If multiple equipment records need to be added to a single Estimate, then separate POST requests will need to be made.

...

Code Block

language	php

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=EST_EQP&field1=value1 ...

Available Fields

Field	Required	Data Type	Options	Default	Notes
estimate_recid	yes	Integer			The RECID of the Service Desk Estimate that the charge is for
eqp_catalog	yes	Integer	.API Service Desk v2.1.4.7API Calls#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.

Results

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>78451</servicedesk>
    </servicedesk>

Service Desk Estimate Equipment App Record

Image Modified

Service Desk Adding GLAs

It is easy to insert one or more GLA records for the new or existing Service Desk Order. On the write request, add the appropriate fields to the query.

...

Code Block

language	php

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=GLA&field1=value1 ...

Available Fields

Field	Required	Data Type	Default	Notes
type	yes	String	GLA	type=GLA is required
sd_recid	yes*	Integer		The RECID of the Service Desk item that the UDF is for. *See NOTE below
sd_number	yes*	String		The Number of the Service Desk item that the UDF is for. *See NOTE below
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"

...

Either "sd_recid" or "sd_number" need to be provided, but not both
"action_default_gla" is required if the configuration sda_allow_multiple_default_glas is TRUE.

Result

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

Code Block

language	xml
linenumbers	true

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>78451</servicedesk>
    </servicedesk>

Service Desk GLA App Record

Image Modified

How to Create a Service Order

The method of making calls to the API will vary depending on what application or language used. Running requests using cURL on the command line. The most basic of examples is as follows:

...

Code Block

language	php

{"status":"failure","message":"The following information is required: car"}

Locating Service Desk Data

Within PCR-360, these menu options lists a variety of Grids that can be used to help locate any of the required fields.

...

All grids have the option to show the ROW ID column, which is also the RECID for that particular record.

Child pages (Children Display)

style	h6
sort	title

Page Comparison

Versions Compared

Old Version 23

New Version Current

Key

Read Call

Controlling Results Count

Response Data

Results

AnchorListsListsLists

Searchable

List Types

AnchorContact ResultsContact ResultsContacts Results

AnchorDept ResultsDept ResultsDepartment Hierarchy Results

AnchorCharge Catalog ResultsCharge Catalog ResultsCharge Catalog Results

AnchorProblem_Code_ResultsProblem_Code_ResultsProblem Code Results

AnchorResolution_Code_ResultsResolution_Code_ResultsResolution Code Results

AnchorCSR_ResultsCSR_ResultsCSR Results

AnchorSD_Status_ResultsSD_Status_ResultsSD Status Results

AnchorSD_Types_ResultsSD_Types_ResultsSD Types Results

AnchorUDF_ResultsUDF_ResultsUDF Results

AnchorWorkgroups_ResultsWorkgroups_ResultsWorkgroups Results

AnchorLabor_Types_ResultsLabor_Types_ResultsLabor Types Results

AnchorService_Desk_Charge_Actions_ResultsService_Desk_Charge_Actions_ResultsService Desk Charge Actions Results

AnchorService_Desk_Urgency_ResultsService_Desk_Urgency_ResultsService Desk Urgency Results

Write Call

Available Fields

Results

Service Desk Incidents

Available Fields

Results

Service Desk Incidents App Record

Service Desk Estimates

Available Fields

Results

Service Desk Estimates App Record

Service Desk UDFs

Available Fields

Results

Service Desk Remarks

Available Fields

Results

Service Desk Remarks App Record

Service Desk Estimate Charges

Available Fields

Results

Service Desk Estimate Charges App Record

Service Desk Estimate Labor

Available Fields

Results

Service Desk Estimate Labor App Record

Service Desk Estimate Equipment

Available Fields

Results

Service Desk Estimate Equipment App Record

Service Desk Adding GLAs

Available Fields

Result

Service Desk GLA App Record

How to Create a Service Order

Locating Service Desk Data

Anchor
Lists
Lists
Lists

Anchor
Contact Results
Contact Results
Contacts Results

Anchor
Dept Results
Dept Results
Department Hierarchy Results

Anchor
Charge Catalog Results
Charge Catalog Results
Charge Catalog Results

Anchor
Problem_Code_Results
Problem_Code_Results
Problem Code Results

Anchor
Resolution_Code_Results
Resolution_Code_Results
Resolution Code Results

Anchor
CSR_Results
CSR_Results
CSR Results

Anchor
SD_Status_Results
SD_Status_Results
SD Status Results

Anchor
SD_Types_Results
SD_Types_Results
SD Types Results

Anchor
UDF_Results
UDF_Results
UDF Results

Anchor
Workgroups_Results
Workgroups_Results
Workgroups Results

Anchor
Labor_Types_Results
Labor_Types_Results
Labor Types Results

Anchor
Service_Desk_Charge_Actions_Results
Service_Desk_Charge_Actions_Results
Service Desk Charge Actions Results

Anchor
Service_Desk_Urgency_Results
Service_Desk_Urgency_Results
Service Desk Urgency Results