(v1) .Service Desk Action API Calls v2018.1

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

As of PCR-360 version 2.1.4, 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

Available Fields

Results

If the request is successful, the RECID of the Action will be returned as follows:

{
    "status": "success",
    "page": "1",
    "count": 1,
    "total_count": 0,
    "servicedesk": 22184
}

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?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

If the request is successful, the RECID(s) of the new Service Desk Action UDF records will be returned in the same order as provided:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>
            <item>5434</item>
            <item>5435</item>
        </servicedesk>
    </servicedesk>

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?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

If the request is successful, the RECID(s) of the new Service Desk Action GLA records will be returned in the same order as provided:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>
            <item>5434</item>
            <item>5435</item>
        </servicedesk>
    </servicedesk>

Service Desk Action GLA App Record

Locating Service Desk Action Data

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