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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Key | Value |
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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 returns as follows:
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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 |
prob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
Key | Value |
---|---|
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 returned as follows:
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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 |
...
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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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 |
...
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 |
...
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 |
...
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.
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Field | Required | Data Type | Options | Default | Notes | ||||||||
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type | yes | String | type=EQUIPMENT is Required | ||||||||||
sd_recid | yes* | Integer | RECID column from SERVICE_DESK table. | ||||||||||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||||||||||
sda_recid | no* | Integer | RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required. | ||||||||||
sda_number | no | String | Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. | ||||||||||
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 | 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 |
NOTES
Anchor | ||||
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- Either "sd_recid" or "sd_number" need to be provided as a Required field, but not both.
- If "sda_recid" is provided, "sd_recid" and "sd_number" are not required.
- "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are 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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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.
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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 | LABOR |
sd_recid | 66116 |
labor_type | Regular |
date | 2019/04/25 |
hours | 1.25 |
workgroup | 1 |
worker | 1 |
billable | 0 |
...
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 | yes | String | type = IQ | ||||||||||||||
recid | yes* | Integer | Required in order to Update the Inquiry | ||||||||||||||
subject | yes* | String | Required in order to Create the Inquiry, and cannot be Updated | ||||||||||||||
message | yes* | String | Required in order to Create the Inquiry | ||||||||||||||
topic | yes* | Integer | Value Lookups:
| Required in order to Create the Inquiry, and must be a valid LIST RECID of the type SD_INQTOPICS_LISTS_RECID | |||||||||||||
yes* | String | Required in order to Create the Inquiry, UNLESS using Token Authentication. This can not be Updated. | |||||||||||||||
sdc | no | Integer | Cannot be Updated. RECID of the Service Desk Classification |
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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 | IQ |
demo@pcr.com | |
subject | Sample Inquiry |
message | This is the Inquiry Text |
topic | 4 |
...
Service Desk Charges
Available Fields
Field | Required | Data Type | Options | Default | Notes |
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type | yes | String | " |
"IN" - Incident
"WO" - Work Order
CHARGES" | Service Desk type, must be in the status of Pending, Hold or Complete | ||||
recid | no* | Integer | Required to Update an existing Non-Recurring Charge | ||
sd_recid | no* | Integer | Required to Add a new Charge. Either sd_recid or sd_number must be used | ||
sd_number | no* | Integer | Required to Add a new Charge. Either sd_recid or sd_number must be used | ||
charge_catalog_recid | yes | Integer | RECID of the Non-Recuring Charge Catalog | ||
override_amount | no | Number | Amount to Override the Catalog Charge Amount, if the Catalog allows it | ||
quantity | no | Number | Quantity of Charges of the chosen Catalog to apply, if the Catalog is set to use Quantity | ||
override_gla | no | Integer | RECID of the Override GLA, if the Catalog allows it | ||
prorate | no | Boolean | 1 (True) or 0 (False) | Only allowed if BILL_MRC_CHANGE_FORCE_PRORATE config option is false | |
description | no | String | Description of the Charge |
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 | SOCHARGES |
sd_recid | 35612 |
charge_catalog_recid | 7 |
description |
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