.Service Desk Action API Calls v2020.3

Read Call

All GET requests for retrieving data will be done via the SQL endpoint. Please see the SQL for more information on how to create a request. Please see the Data Dictionary for comprehensive detail of available Tables and Data.

In an effort to make the PCR-360 API more flexible, PCR has made the decision to no longer create individual endpoints for all the different data types. Instead, PCR is encouraging Users to use the SQL endpoint with a structured SELECT statement to retrieve exactly the data you want. Please see the SQL endpoint documentation for more information.

An example query to retrieve basic Service Desk Action data is as follows:

SELECT * FROM SERVICE_DESK_ACTIONS WHERE SERVICE_DESK_RECID = {SERVICE_DESK_RECID}

If readable values are desired for data such as “SD Action”, “Service Catalog”, etc., then JOINS will need to be made to the appropriate tables. The below query will retrieve the same data as above, but with readable values for “SD Action” and “Service Catalog” (if the data exists).

SELECT
     SDA . *,
     L . VALUE as SD_ACTION_READABLE,
     SC . SERVICE_NAME as SERVICE_CATALOG_NAME
FROM SERVICE_DESK_ACTIONS SDA
JOIN LISTS L ON SDA . SD_ACTION_LISTS_RECID = L . RECID
JOIN LEFT SERV_CATALOG SC ON SDA . SERV_CATALOG_RECID = SC . RECID
WHERE
     SDA . SERVICE_DESK_RECID = {SERVICE_DESK_RECID}

Note: In both examples above, {SERVICE_DESK_RECID} needs to be replaced with the actual RECID of the Service Desk Item.

HINT : The PCR-360 database makes use of the “LISTS” table for many types of data from many different Tables. The convention that we use is that any column that ends with “_LISTS_RECID” can be joined to the “LISTS” table to retrieve the readable value.

Write Call

Service Desk Actions can be created via the API. Currently, the API can only create Pending Actions and cannot modify the status.

Currently available Action types:

• Add
• Move
• Upgrade/Downgrade
• Remove
• Miscellaneous
• Service ID
• Add Location
• Change Owner
• Task

Note: See the How to get RECID values FAQ page for how to locate needed RECIDs.

Using POST Calls

• POST requests will ignore parameters supplied as a query string and need any additional parameters in the request Body.

• To configure the number of Pages/Results returned by the API (this is most useful for the SQL Endpoint), you can send these as additional Parameter's in the Body.

  Parameter	Data Type	Default	Description
  limit	Interger	20	Number of listings to show.
  page	Interger	1	Page number to show.

• API fields are not case sensitive, and will always be returned in the lower case format.

Available Fields

Using SDCs

For full documentation on SDCs, see the Service Desk Classification wiki page.

Headers:

ADD Action Example

CHG_MOVE Action Example

CHG_UPDOWN Action Example

CHG_MISC Action Example

REMOVE Action Example

CHG_SERVICE_ID Action Example

CHG_MULTI_LOCATION Action Example

CHG_OWNER Action Example

TASK Action Example

Results

Adding Attachments to Service Desk Actions

Attachments can be added to Service Desk Actions either on there own, or as a part of any normal creation or update of an existing Action.

Available Fields

NOTES:

• 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

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:

POST DOMAIN/KEY/servicedesk.json

Headers:

Body:

JSON:

{
    ...
    "files": [
        {
            "filename":"file1.pdf",
            "data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
        },
        {
            "filename":"file2.pdf",
            "data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
        }
    ]
}

Service Desk Action UDFs

User Defined Fields can be easily set for a Service Desk Action. When Service Desk Upgrade/Downgrade Actions are created by the API, the "old" UDF values from the selected Service are stored on the Action record.

Below is the proper format for making a UDF request. Note "type=UDFS" to indicate that this is to add UDFs to an Action.

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=UDFS&field1=value1 ...

Available Fields

NOTES

• "udf_UDF-RECID" and "udf_UDF-IDENTIFIER" are Conditionally Required. The use of one is Required, but not both.
• "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"

Results

Service Desk Action GLAs

GLAs can be easily set for a Service Desk Action.

Below is the proper format for making a UDF request. Note "type=GLA" to indicate that this is to add GLAs to an Action.

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=GLA&field1=value1 ...

Available Fields

NOTES

• Either "sd_recid" or "sd_number" need to be provided, but not both

• Either "sda_number" or "sda_recid" 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"

Results

Locating Service Desk Action Data

Please see the wiki entry for Service Desk Actions for detailed information about where this data can be found.