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 |
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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 |
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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 |
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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 | Decimal | If allowed by the selected Charge, overrides the default amount from the Charge. | ||
eqp_catalog | no | Integer | 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 | Type of Labor to be added. | ||
workgroup | no | Integer | 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. |
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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 |
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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 |
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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 | 999 |
type | SO |
remarks | This is a Remark from the API |
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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 |
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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 |
...
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 | Default | Notes |
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the Charge is for | ||
labor_type | yes | Integer | Type of Labor to be added. | ||
workgroup | yes | Integer | 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. |
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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 | 55073 |
labor_type | Regular |
workgroup | 1 |
hours | 1h 45m |
type | EST_CHARGES |
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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 |
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estimate_recid | yes | Integer | The RECID of the Service Desk Estimate that the charge is for | ||
eqp_catalog | yes | Integer | 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 |
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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 |
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Below is the proper format for making a separate request.
Note: "type=GLA" to indicate that this is to create a Service Order 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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sd_recid | 78451 |
gla | 1 |
gla_type | Default |
gla_percent | 100 |
type | GLA |
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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 |
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type | yes | String | type=EQUIPMENT is Required | ||
sd_recid | yes* | Integer | The RECID of the Service Desk item that the Equipment is for. | ||
sd_number | yes* | String | The Number of the Service Desk item that the Equipment is for. | ||
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. | ||
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 |
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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: "TYPEtype=LABOR" 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=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 tolabor. 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 | ||||
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- "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 | ||
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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 | 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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