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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 |
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Service Desk Incidents App Record
Service Desk Estimates
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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. |
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Service Desk Estimates App Record
Service Desk UDFs
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| 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.
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| 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:
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Service Desk Remarks App Record
Service Desk Estimate Charges
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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. |
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Service Desk Estimate Charges App Record
Service Desk Estimate Labor
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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. |
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Service Desk Estimate Labor App Record
Service Desk Estimate Equipment
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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. |
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Service Desk Estimate Equipment App Record
Service Desk Adding GLAs
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Service Desk GLA App Record
How to Create a Service Order
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