...
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 | Service desk type | |
source | no | String | "API" | Source of the service desk item | |
urgency | no | StringLists | Set the urgency on the Service Desk Item. | ||
csr | yes | IntegerLists | 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* | IntegerLists | Record ID of either the Contact or the Department owner. | ||
owner_type | no* | String | "contact" or "department" | Type of owner. | |
requestor | no | IntegerLists | 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 | mixedLists | IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123 |
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
prob_code | no | IntegerLists | Record ID of the trouble code. | ||
problem | no | String | The details or description of the trouble | ||
res_code | no | IntegerLists | 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 |
...
Service Desk Incidents App Record
Service Desk Estimates
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
charge_catalog | no | Integer | 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 | IntegerLists | Record ID of the equipment catalog item to added to the estimate. | ||
eqp_quantity | no | Integer | 1 | Quantity of the equipment to be added to the estimate. | |
eqp_billable | no | Integer | 1 or 0 | Mark whether the equipment item is billable. | |
labor_type | yes* | IntegerLists | Type of labor to be added. | ||
workgroup | no | IntegerLists | 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. |
...
Service Desk Estimates App Record
Service Desk UDFs
...
Code Block | ||
---|---|---|
| ||
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.
...
Code Block | ||||
---|---|---|---|---|
| ||||
<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:
...
Service Desk Remarks App Record
Service Desk Estimate Charges
...
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 | IntegerLists | 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. |
...
Service Desk Estimate Charges App Record
Service Desk Estimate Labor
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the charge is for | ||
labor_type | yes | IntegerLists | Type of labor to be added. | ||
workgroup | yes | IntegerLists | 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. |
...
Service Desk Estimate Labor App Record
Service Desk Estimate Equipment
...
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 | IntegerLists | 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. |
...
Service Desk Estimate Equipment App Record
Service Desk Adding GLAs
...
Service Desk GLA App Record
How to Create a Service Order
...
All grids have the option to show the ROW ID column, which is also the RECID for that particular record.
Child pages (Children Display) | ||||
---|---|---|---|---|
|