...
Type | Description | Extra Parameters* | Searchable | Results |
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CONTACTS | Retrieve available Contacts | CTYPE - Type of contact. Example: "worker" | yes | Contacts Cloak |
---|
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 Cloak |
---|
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 Cloak |
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Code Block |
---|
language | xml |
---|
linenumbers | true |
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| <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 Cloak |
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Code Block |
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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 Cloak |
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Code Block |
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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 Cloak |
---|
Code Block |
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language | xml |
---|
linenumbers | true |
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| <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 Cloak |
---|
Code Block |
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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 Cloak |
---|
Code Block |
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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 Cloak |
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Code Block |
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language | xml |
---|
linenumbers | true |
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| <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 Cloak |
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Code Block |
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language | xml |
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linenumbers | true |
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| <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 Cloak |
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Code Block |
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language | xml |
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linenumbers | true |
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| <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 Cloak |
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Code Block |
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language | xml |
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linenumbers | true |
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| <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 Cloak |
---|
Code Block |
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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 Cloak |
---|
Code Block |
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language | xml |
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linenumbers | true |
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| <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 Cloak |
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Code Block |
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language | xml |
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linenumbers | true |
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| <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 Cloak |
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Code Block |
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language | xml |
---|
linenumbers | true |
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| <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> |
|
|
...
Excerpt |
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Note: The List Calls are used to locate the proper List Recid value that needs to be passed in the Endpoint Call. Details for the Call can be found in the Options section of the Available Fields for the various API Call Types. |
Insert excerpt |
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| SQL API Calls |
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| SQL API Calls |
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nopanel | true |
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|
Available Fields
Field | Required | Data Type | Options | Default | Notes |
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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 "IN" - Incident "ES" - Estimate "WO" - Work Order |
| Service Desk type |
source | No | String | | "API" | Code for the source of the Service Desk Item. List Type must be SD_SOURCE. |
urgency | No | String | |
| Set the urgency on the Service Desk Item. |
csr | Yes | Integer | |
| 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 | Lists Cloak |
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Insert excerpt |
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List Types | List Types |
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|
|
|
| Record ID of either the Contact or the Department owner. *Required only when completing an order |
owner_type | No* | String | "contact" or "department" |
| Type of owner. *Required only when setting an owner |
requestor | No | Integer | |
| 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 Provided value will be validated against UDF’s data type requirements and used if acceptable. |
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 | |
| 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:
...
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 |
...
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:
...
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 | 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 |
...
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. *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 |
|
| RECID column from SERVICE_DESK_ACTIONS table. *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: "type=LABOR" to indicate that this is to create an Equipment record.
...
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
...