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By default, 20 items will be returned at a time. However, you the User 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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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 hierarchya Contact or Dept. Hierarchy
CSR	string	Yes	The contact service representative Customer 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

...

Type

Description

Extra Parameters*

Searchable

Results

CONTACTS

Retrieve available Contacts

CTYPE - Type of contact. Example: "worker"

yes

Contacts

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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>

DEPTHIER

Retrieve available Departments

Coming Soon

Department Hierarchy

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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>

EQP_CATALOG

Retrieve available Equipment Catalogs

yes

Equipment Catalog

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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>

CHARGE_CATALOG

Retrieve available Charge Catalogs

yes

Charge Catalog

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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>

PRCODE

Retrieve available Problem Codes

no

Problem Code

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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>

RESCODE

Retrieve available Resolution Codes

no

Resolution Code

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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>

CSRS

Retrieve available Customer Service Representatives (CSR)

no

CSR

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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>

SD_STATUS

Retrieve available Service Desk Statuses

no

SD Status

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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>

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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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>

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

UDF

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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>

WORKGROUPS

Retrieve available Workgroups

no

Workgroups

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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>

LABOR_TYPE

Retrieve available Labor Types

no

Labor Types

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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>

SD_CHRG_ACTION

Retrieve available Service Desk Charge Actions

no

SD Charge Actions

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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>

URGENCY

Retrieve available Service Desk Urgency values

no

SD Urgency

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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>

AUTH_CODE_TYPE

Retrieve available Auth Code Types

no

SD Auth Code

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Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>3</count>
    <total_count>3</total_count>
    <auth_code_type>
        <item>
            <RECID>22</RECID>
            <VALUE>1</VALUE>
        </item>
        <item>
            <RECID>23</RECID>
            <VALUE>2</VALUE>
        </item>
        <item>
            <RECID>24</RECID>
            <VALUE>3</VALUE>
        </item>
    </auth_code_type>
</servicedesk>

BANDWIDTH

Retrieve available Bandwidth values

no

SD Bandwidth

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Code Block

language	xml
linenumbers	true

<servicedesk>
    <status>success</status>
    <page>1</page>
    <count>1</count>
    <total_count>1</total_count>
    <bandwidth>
        <item>
            <RECID>25</RECID>
            <VALUE>1 GBPS</VALUE>
        </item>
    </bandwidth>
</servicedesk>

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	143658
type	SO
csr	1

Results

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

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	267870
type	IN
csr	1

Results

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

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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	Decimal			If allowed by the selected Charge, overrides the default amount from the Charge.
eqp_catalog	no	Integer	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	Lists		Type of Labor to be added. *Only required when adding Labor to the Estimate (when "workgroup" field is provided).
workgroup	no	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" *Only required when adding labor to the estimate (when "workgroup" field is provided).
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.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
recid	355989
type	ES
csr	1

Results

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

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	5434
type	SO
udf_IDENTIFIER	1

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	999
type	SO
remarks	This is a Remark from the API

...

Below is the proper format for making a separate request.

Note: "TYPEtype=EST_CHARGES" to indicate that this is to create an Estimate Charge record.

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Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	56487
charge_catalog	1
type	EST_CHARGES

...

Below is the proper format for making a separate request.

Note: "TYPEtype=EST_LABOR" to indicate that this is to create an Estimate Labor record.

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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	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.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
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: "TYPEtype=EST_EQP" to indicate that this is to create an Estimate Equipment record.

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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	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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
estimate_recid	78451
eqp_catalog	1
eqp_quantity	1
eqp_billable	1
type	EST_CHARGES

...

Below is the proper format for making a separate request.

Note: "type=GLA" to indicate that this is to create a Service Order record.

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
gla	1
gla_type	Default
gla_percent	100
type	GLA

...

Below is the proper format for making a separate request.

Note: "TYPEtype=EQUIPMENT" to indicate that this is to create an Equipment record.

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Field	Required	Data Type	Options	Default	Notes
type	yes	String			type=EQUIPMENT is Required
sd_recid	yes*	Integer			The RECID of the Service Desk item that the Equipment is for. *See NOTE below
sd_number	yes*	String			The Number of the Service Desk item that the Equipment is for. *See NOTE below
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. *Required if appending to an Action.
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
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	78451
qty	1
type	EQUIPMENT
eqp_catalog	1

...

Below is the proper format for making a separate request.

Note: "TYPEtype=LABOR" to indicate that this is to create an Equipment record.

...

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.
sda_recid	no*	Integer			Recid of the Service Desk Action to apply the Labor to. 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.
labor_description	no	String			Description to give the Labor record
labor_billable	yes	Boolean	1 (True), 0 (False)		Mark whether the Labor action is billable

NOTES:

Anchor

	labor
	labor

"sd_recid" or "sd_number" are Conditionally Required. The use of one is Required, but not both.
"sda_number" or "sda_recid" are Conditionally Required. The use of one is Required, but not both.
"sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided

Correct Examples

"sd_recid=123&sda_number=001"
"sd_number=SO12345&sda_number=002"
"sda_recid=345"

Incorrect Examples:

"sd_recid=123"
"sda_number=001"

Request Example

Call:

Code Block

language	php

POST DOMAIN/KEY/servicedesk.json

...

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	LABOR
sd_recid	66116
labor_type	"Regular"
date	2019-/04-/25
hours	1.25
workgroup	1
worker	1
labor_billable	false0

Results

If the request is successful, the RECID of the new Service Desk Add Labor record is returned as follows:

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Request Example

Call:

Body:

Results