Page Comparison

type

Yes

Yes

String

ACTION

Required for ALL Service Desk Action Requests

RECID / sda_number

No

Yes*

Integer

*Either “RECID” or “sda_number” are "Conditionally Required" when attempting to UPDATE, but not both. RECID column from SERVICE_DESK_ACTIONS table.

sd_recid / sd_number

Yes*

No

Integer / String

*Either “sd_recid” or “sd_number” are "Conditionally Required" when attempting to INSERT, but not both. RECID column from SERVICE_DESK table.

sd_action

Yes

No

String

ADD, CHG_MOVE, CHG_UPDOWN, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER, TASK

The type of Service Desk Action to be created

location

No*

No*

CHG_MULTI_LOCATION

Integer

RECID of Location.
*Some Services can make the Location "Conditionally Required".
*For Multi Location Services, only Locations already associated to the Service can be used for actions that are not ADD
*For Multi Location Services with 2 or more Locations, Location is "Conditionally Required" for all CHANGE and REMOVE Actions.
*The status of the Location must be Active, and allowed by the Service Catalog.

moveto_location

No

No

Integer

RECID of Location

*Not allowed, and will throw an Error if used on a TASK Action

catalog

Yes

No

ADD, CHG_UPDOWN, TASK

Integer

RECID of Service Catalog

service / service_id

Yes*

No

CHG_UPDOWN, CHG_MOVE, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER

Integer

*Either RECID of Service or SERVICE_ID of Service needs to be provided
*For CHG_SERVICE_ID, CHG_MULTI_LOCATION and CHG_OWNER, the Service must be Active
*Not allowed, and will throw an Error if used on a TASK Action

sla

No

No

Integer

SLAs

RECID of SLA

due_date

No

No

String

Format “YYYY/MM/DD”

service_host / service_host_name

No*

No*

Integer / String

Service Hosts

RECID of Service Host / Name of Service Host / Either RECID or Name should be provided / Conditionally Required when adding an Action to a Phone Service Catalog.

reference

No

No

String

owner_contact

No

No

Integer

Contacts

RECID of Contact. Only a Contact or Department can be Owner, not both.

owner_department

No

No

Integer

Department Hierarchy

RECID of Department. Only a Contact or Department can be Owner, not both.

urgency

No

No

Integer / String

Urgency

Can be RECID or VALUE

start_date

No

No

String

Format: “YYYY/MM/DD”

gla

No

No

Integer

Multiple are sent comma delimited. Example: gla1,gla2,gla3

gla_type

Only if gla is sent

Only if gla is sent

String

Options: Default, Usage, Equipment and Labor

Multiple are sent comma delimited. Example: type1,type2,type3.

gla_percent

Only if gla is sent

Only if gla is sent

Integer

The total of all percentages for a single type must be 100

Mutliple are sent comma delimited. Example: percent1,percent2,percent3.

1. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & not in a pool
2. existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & in a pool
   
   • if the new Service ID specified is an existing Service and the Catalog for the original Service specified on a pool then the new Service ID must be in the same pool
     
3. doesn't exist
   

udf_IDENTIFIER

No

No

Mixed

IDENTIFIER is the unique identifier string given to each UDF