Table of Contents | ||||
---|---|---|---|---|
|
...
Type | Description | Extra Parameters* | Searchable | Results | |||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
CONTACTS | Retrieve available Contacts | CTYPE - Type of contact. Example: "worker" | yes | Contacts
| |||||||||||
DEPTHIER | Retrieve available Departments | Coming Soon | Department Hierarchy
| ||||||||||||
EQP_CATALOG | Retrieve available Equipment Catalogs | yes | Equipment Catalog
| ||||||||||||
CHARGE_CATALOG | Retrieve available Charge Catalogs | yes | Charge Catalog
| ||||||||||||
PRCODE | Retrieve available Problem Codes | no | Problem Code
| ||||||||||||
RESCODE | Retrieve available Resolution Codes | no | Resolution Code
| ||||||||||||
CSRS | Retrieve available Customer Service Representatives (CSR) | no | CSR
| ||||||||||||
SD_STATUS | Retrieve available Service Desk Statuses | no | SD Status
| ||||||||||||
SDTYPES | Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API) | no | SD Types
| ||||||||||||
UDFS | Retrieve available User Defined Fields (UDF) | SDTYPE - Retrieve UDFs for only a specific SD Type | no | UDF
| |||||||||||
WORKGROUPS | Retrieve available Workgroups | no | Workgroups
| ||||||||||||
LABOR_TYPE | Retrieve available Labor Types | no | Labor Types
| ||||||||||||
SD_CHRG_ACTION | Retrieve available Service Desk Charge Actions | no | SD Charge Actions
| ||||||||||||
URGENCY | Retrieve available Service Desk Urgency values | no | SD Urgency
| ||||||||||||
AUTH_CODE_TYPE | Retrieve available Auth Code Types | no | SD Auth Code
| ||||||||||||
BANDWIDTH | Retrieve available Bandwidth values | no | SD Bandwidth
|
...
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 | Value Lookups:
| "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. | ||||||||||||||
urgency | No | String | Value Lookups:
| Set the urgency on the Service Desk Item. | |||||||||||||||
csr | Yes | Integer | Value Lookups:
| 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* | Integer | Value Lookups:
| Record ID of either the Contact or the Department owner. | |||||||||||||||
owner_type | No* | String | "contact" or "department" | Type of owner. | |||||||||||||||
requestor | No | Integer | Value Lookups:
| 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 | Mixed | IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123 | ||||||||||||||||
udf_UDF-RECID | Yes* | Integer | UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value
| ||||||||||||||||
udf_UDF-IDENTIFIER | Yes* | Mixed | Value Lookups:
| IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value
|
...
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 returns as follows:
Toggle cloak |
---|
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
recid | 267870 |
prob_code | 4 |
owner | 1 |
owner_type | "contact" |
type | IN |
csr | 1 |
...
Field | Required | Data Type | Options | Default | Notes | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
charge_catalog | no | Integer | Value Lookups:
| 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 | Value Lookups:
| 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 | Value Lookups:
| Type of Labor to be added. | |||||||||||||
workgroup | no | Integer | Value Lookups:
| 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 |
---|---|
recid | 355989 |
type | ES |
csr | 1 |
Results
If the request is successful, the SD Number will be returned as follows:
Toggle cloak |
---|
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
sd_recid | yes* | Integer | *Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | *Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item that the UDF is for. | ||
sda_recid | no* | Integer | RECID of the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required 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. | ||
udf_IDENTIFIER | yes* | Mixed | IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value | ||
action_udf_IDENTIFIER | yes* | Mixed | IDENTIFIER of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 *A single UDF parameter is required Required, but not all of them | ||
action_udf_RECID | yes* | Integer | RECID of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 *A single UDF parameter is required Required, but not all of them |
NOTES
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
sd_recid | 5434 |
type | SO |
udf_IDENTIFIER | 1 |
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
type | yes | String | type must be REMARKS | ||
sd_recid | yes | Integer | RECID column from SERVICE_DESK table. | ||
remarks | yes | String | The remark to add to the service | ||
sda_recid | no | Integer | *ConditionallyRequired for use on a Service Desk Action. RECID column from SERVICE_DESK_ACTIONS table. |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
sd_recid | 999 |
type | REMARKS |
remarks | This is a Remark from the API |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
estimate_recid | 56487 |
charge_catalog | 1 |
type | EST_CHARGES |
...
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 |
...
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 |
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
type | yes | String | GLA | type=GLA is required Required | |
sd_recid | yes* | Integer | RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | The Number of the Service Desk item that the UDF is for. | ||
sda_recid | no* | Integer | RECID of the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required 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. | ||
action_default_gla | no* | String or Integer | If a single GLA is sent with a Service Desk request, the value of this is RECID of the GLA. If multiple GLAs are sent with a Service Desk request OR request made directly to the Service Desk GLA POST, this param is "1" or "0" (true/false). If multiple GLAs sent, then these are comma-separated corresponding to the GLAs. | ||
gla | yes | Mixed | A single GLA RECID or comma-separated GLA RECIDs | ||
gla_type | yes | String | A single GLA type or comma-separated GLA types. Example: "Default" or "Usage" | ||
gla_percent | yes | Mixed | A single number of "100" or comma-separated numbers that equal 100. Example: "50,50" |
...
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: "type=EQUIPMENT" to indicate that this is to create an Equipment record.
...
Field | Required | Data Type | Options | Default | Notes | |||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
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 | requiredRequired. | ||||||||
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 | ||||
---|---|---|---|---|
|
- 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.
...
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: "type=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 column from SERVICE_DESK table. *See Note Below. | ||
sd_number | yes* | String | Service Desk Number for the Service Desk Item. *See Note Below. | ||
sda_recid | no* | Integer | RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required 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. | ||
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. | |
description | no | String | Description to give the Labor record | ||
billable | yes | Boolean | 1 (True), 0 (False) | Mark whether the Labor action is billable |
...
- "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
...
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 |
billable | 0 |
...
Key | Value |
---|---|
Content-Type | application/json |
Pcr-Html-Encoded | TRUE |
Body:
Key | Value |
---|---|
type | WO |
catalog | 7394 |
source | Web |
csr | 1 |
Results
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
type | yes | String | type=WORKFLOW | ||
recid | no | Integer | required if updating | ||
sd_recid | yes* | Integer | *Either sd_recid or sd_number are conditionallyRequired, but not both. RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | *Either sd_recid or sd_number are conditionallyRequired, but not both. The Number of the Service Desk item. | ||
sda_recid | no* | Integer | RECID for the Service Desk Action Number. If "sda_recid" is provided, "sd_recid" and "sd_number" are not required 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. | ||
sequence | yes | Integer | needs to be higher than highest completed sequence if status is complete, needs to be higher than lowest pending | ||
workgroup | yes | Integer | Record ID of the Workgroup | ||
worker | no | Integer | Record ID of the Worker. Worker must be an Active Contact with Contact type = Worker. Worker must be part of provided Workgroup. | ||
scheduled_date | no | String | The date Workflow is scheduled to begin. | ||
scheduled_end_date | no | String | The date Workflow is scheduled to end. | ||
billable | yes | Integer | 1 or 0 | Mark wether Workflow is billable | |
status | yes | String | PENDING, COMPLETE, HOLD, VOID | Current status of Workflow | |
notes | no | String | Editable notes for the Workflow | ||
estimated_time | no | String | Example 1.5 is equivalent to 1 hour 30 minutes | ||
start_date | no | String | The date the Workflow was started | ||
completed_date | no | String | The date the Workflow was completed. | ||
activity_remarks | no | String | Required if status is hold. |
NOTES:
- "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
...
Attachments can be added to Service Desk Items either on there their own, or as a part of any normal creation or update of an existing Service Desk Item.
...
Field | Required | Data Type | Options | Default | Notes |
---|---|---|---|---|---|
type | no | String | ATTACHMENT | Can be used to add an attachment when creating, or updating any Service Desk Action | |
files | yes | array | The file(s) to be attached. 'files' is an array with infinite number of sub-arrays. Each sub-array has keys of 'filename' (the file's name) and 'data' (the base64 encoded data for the file). | ||
sd_recid | yes* | Integer | *Either sd_recid or sd_number are conditionallyRequired, but not both. RECID column from SERVICE_DESK table. | ||
sd_number | yes* | String | *Either sd_recid or sd_number are conditionallyRequired, but not both. The Number of the Service Desk item. | ||
sda_recid | no* | Integer | If "sda_recid" is provided, "sd_recid" and "sd_number" are not required Required. | ||
sda_number | no | String | "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided. |
...
- a User can provide just the 'sd_recid' to attach the file to the Service Desk item and if the 'sda_recid' is provided, it will attach it to the Action.
- "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
...