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(v1) .Service Desk API Calls v2.1.4.7

Owned by David Engblom
Apr 16, 2024
38 min read

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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 API End Point documentation for more information.

Example SELECT query for retrieving Service Desk items and related records:

SELECT * FROM V_SERVICE_SD_CHARGES;


Retrieve Service Desk items that match your search.

Request Type

Description

servicedesk.TYPE.OUTPUT

Retrieve a specific type of service desk items. Replace TYPE with any of the following: SO, IN

Remember, OUTPUT is replaced by the desired data type you want returned. 

Controlling Results Count

By default, 20 items will be returned at a time. However, you can retrieve up to 50 items in a single API call by changing the ‘limit’ field. If you wish to retrieve more than 50 listings, you can do so by using the 'page' field and making more than one API call.

These parameters are added in addition to any fields from the specific data types.

Parameter

Default

Description

limit

20

Number of listings to show. Maximum is 50.

page

1

Page number to show. To view more than 50 listings, make successive API calls while incrementing this field.

Response Data

Name

Datatype

Searchable

Notes

SD_TYPE

string

Yes

The type of the SD item (e.g. Inquiry), use TYPE for search

SD_NUMBER

string

Yes

The unique identifier for a service desk item

DUE_DATE

string

Yes

The date established for the service desk item to be completed

DESCRIPTION

string

Yes

A brief description of the service desk item

OWNER

string

Yes

Name of the service owner – either a person or org hierarchy

CSR

string

Yes

The contact service representative

REQUESTOR

string

Yes

The contact that initiated the service desk item

SD_SOURCE

string

Yes

The originating source of the service desk item (e.g., email or phone)

SD_STATUS

string

Yes

Current status of the service desk item

SERVICEDESK_REMARKS

list

No

All remarks or comments for the service desk item and its actions

SERVICEDESK_EMAIL

list

No

The email thread concerning the service desk item

SERVICEDESK_ATTACHMENTS

list

No

List of attachment documents and files

SERVICEDESK_ACTIONS

list

No

List of all actions for the service desk item

SERVICEDESK_EQUIPMENT

list

No

List of all equipment to be used/associated with the service desk item

SERVICEDESK_CONTACTS

list

No

List of contacts for the service desk item

SERVICEDESK_CHARGES

list

No

List of all charges to be billed on the service desk item

SERVICEDESK_LABOR

list

No

List of the labor performed by worker and when performed

SERVICEDESK_WORKFLOW

list

No

List of all workflow on the service desk item

SERVICEDESK_GLA

list

No

All G/L Accounts associated with this service desk item

SERVICEDESK_CABLE

list

No

List of cable paths for the service desk item

Results

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>20</count>
        <total_count>1280</total_count>
        <servicedesk>
            <item>
                <RECID>1599</RECID>
                <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                <SD_TYPE>Service Order</SD_TYPE>
                <SD_NUMBER>SO201301080</SD_NUMBER>
                <DUE_DATE/>
                <REQUESTED_DUE_DATE/>
                <DESCRIPTION/>
                <MODIFIED_BY>PCR User</MODIFIED_BY>
                <OWNER/>
                <CSR>Doe, John</CSR>
                <REQUESTOR/>
                <GLA_FULL_CODES_0>050 > 05 > 0315</GLA_FULL_CODES_0>
                <SD_SOURCE>Web</SD_SOURCE>
                <SD_SD_SOURCE_CODE>WEB</SD_SD_SOURCE_CODE>
                <SD_STATUS>Pending</SD_STATUS>
                <SD_SD_STATUS_CODE>PENDING</SD_SD_STATUS_CODE>
                <SD_URGENCY_VALUE>Low</SD_URGENCY_VALUE>
                <SD_URGENCY_CODE>LOW</SD_URGENCY_CODE>
                <SERVICEDESK_REMARKS>
                    <item>
                        <RECID>19175</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-06-18 08:39:53</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>1599</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <ACTIVITY_TYPE>typeAssigned</ACTIVITY_TYPE>
                        <REMARKS>Service Desk Item Assigned</REMARKS>
                        <APPENDTO_SERVICE_REMARKS>0</APPENDTO_SERVICE_REMARKS>
                    </item>
                </SERVICEDESK_REMARKS>
                <SERVICEDESK_EMAIL>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-19 13:23:05</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>280</SERVICE_DESK_RECID>
                        <THREAD_DATE>2013-03-19 13:23:05</THREAD_DATE>
                        <TYPE>SENT</TYPE>
                        <SUBJECT>Email Subject, This is</SUBJECT>
                        <MESSAGE>Do or do not.  There is no try</MESSAGE>
                        <FIRST_NAME>Yoda</FIRST_NAME>
                        <LAST_NAME>Jedi</LAST_NAME>
                        <EMAIL>y.jedi@dagobah.com</EMAIL>
                        <TO>Yoda Jedi (y.jedi@dagobah.com)</TO>
                        <CC/>
                    </item>
                </SERVICEDESK_EMAIL>
                <SERVICEDESK_ATTACHMENTS>
                    <item>
                        <RECID>41</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-02-08 11:43:49</MODIFIED_DATE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SERVICE_DESK_RECID>31</SERVICE_DESK_RECID>
                        <SERVICE_DESK_ACTIONS_RECID/>
                        <FILES_RECID>176</FILES_RECID>
                        <FILENAME>tardis.jpg</FILENAME>
                        <MIME_TYPE>image/jpeg</MIME_TYPE>
                        <SIZE>47311</SIZE>
                    </item>
                </SERVICEDESK_ATTACHMENTS>
                <SERVICEDESK_ACTIONS>
                    <item>
                        <RECID>91</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-12 10:00:24</MODIFIED_DATE>
                        <SERVICE_ID>(555) 555-5555</SERVICE_ID>
                        <REFERENCE/>
                        <SDA_NUMBER>4</SDA_NUMBER>
                        <DUE_DATE/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDACT_SD_ACTION_VALUE>Remove</SDACT_SD_ACTION_VALUE>
                        <SDACT_SD_ACTION_CODE>REMOVE</SDACT_SD_ACTION_CODE>
                        <SDACT_SD_STATUS_VALUE>Complete</SDACT_SD_STATUS_VALUE>
                        <SDACT_SD_STATUS_CODE>COMPLETE</SDACT_SD_STATUS_CODE>
                        <SDACT_URGENCY_VALUE>Medium</SDACT_URGENCY_VALUE>
                        <SDACT_URGENCY_CODE>MEDIUM</SDACT_URGENCY_CODE>
                    </item>
                </SERVICEDESK_ACTIONS>
                <SERVICEDESK_EQUIPMENT>
                    <item>
                        <RECID>286</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-08-19 08:31:17</MODIFIED_DATE>
                        <QUANTITY>1</QUANTITY>
                        <BILLABLE>No</BILLABLE>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDE_SD_EQP_ACTIONS_VALUE>Add</SDE_SD_EQP_ACTIONS_VALUE>
                        <SDE_SD_EQP_ACTIONS_CODE>ADD</SDE_SD_EQP_ACTIONS_CODE>
                        <SDE_SD_EQP_STATUS_VALUE>Complete</SDE_SD_EQP_STATUS_VALUE>
                        <SDE_SD_EQP_STATUS_CODE>COMPLETE</SDE_SD_EQP_STATUS_CODE>
                    </item>
                </SERVICEDESK_EQUIPMENT>
                <SERVICEDESK_CONTACTS>
                    <item>
                        <RECID>261</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-03-11 08:54:00</MODIFIED_DATE>
                        <EMAIL>thecaptain@pcr.com</EMAIL>
                        <PHONE_NUMBER>5551112222</PHONE_NUMBER>
                        <SOURCE/>
                        <FIRST_NAME>Steve</FIRST_NAME>
                        <LAST_NAME>Rogers</LAST_NAME>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDC_SD_CNTS_TYPE_VALUE>Hero</SDC_SD_CNTS_TYPE_VALUE>
                        <SDC_SD_CNTS_TYPE_CODE>HERO</SDC_SD_CNTS_TYPE_CODE>
                    </item>
                </SERVICEDESK_CONTACTS>
                <SERVICEDESK_CHARGES>
                    <item>
                        <RECID>5673</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-04-20 14:52:48</MODIFIED_DATE>
                        <DESCRIPTION/>
                        <AMOUNT>50</AMOUNT>
                        <BILLED_DATE/>
                        <PRORATE>No</PRORATE>
                        <CHARGE_PROCESSED>No</CHARGE_PROCESSED>
                        <SOURCE_TABLE_NAME/>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <CHG_SD_CHRG_ACTION_VALUE>Start</CHG_SD_CHRG_ACTION_VALUE>
                        <CHG_SD_CHRG_ACTION_CODE>START</CHG_SD_CHRG_ACTION_CODE>
                    </item>
                </SERVICEDESK_CHARGES>
                <SERVICEDESK_LABOR>
                    <item>
                        <RECID>81</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2013-04-09 09:20:47</MODIFIED_DATE>
                        <WORKED_DATE>2013-04-09 00:00:00</WORKED_DATE>
                        <BILLABLE>No</BILLABLE>
                        <HOURS_WORKED>3600</HOURS_WORKED>
                        <FIRST_NAME>Bruce</FIRST_NAME>
                        <LAST_NAME>Wayne</LAST_NAME>
                        <WORKGROUP>Public Safety</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SDL_LABOR_TYPE_VALUE>Crime Fighting</SDL_LABOR_TYPE_VALUE>
                        <SDL_LABOR_TYPE_CODE>CRIME_FIGHTING</SDL_LABOR_TYPE_CODE>
                    </item>
                </SERVICEDESK_LABOR>
                <SERVICEDESK_WORKFLOW>
                    <item>
                        <RECID>6091</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-06-26 08:38:05</MODIFIED_DATE>
                        <START_DATE>2015-05-08 10:04:00</START_DATE>
                        <COMPLETED_DATE>2015-06-26 08:38:05</COMPLETED_DATE>
                        <SCHEDULED_DATE/>
                        <SCHEDULED_END_DATE/>
                        <BILLABLE>No</BILLABLE>
                        <NOTES/>
                        <ESTIMATED_TIME/>
                        <FIRST_NAME/>
                        <LAST_NAME/>
                        <WORKGROUP>Janitorial</WORKGROUP>
                        <MODIFIED_BY>PCR User</MODIFIED_BY>
                        <SWF_SD_WF_STATUS_VALUE>Complete</SWF_SD_WF_STATUS_VALUE>
                        <SWF_SD_WF_STATUS_CODE>COMPLETE</SWF_SD_WF_STATUS_CODE>
                    </item>
                </SERVICEDESK_WORKFLOW>
                <SERVICEDESK_GLA>
                    <item>
                        <PERCENT>100</PERCENT>
                        <Type>Default</Type>
                        <GLA_FULL_CODES_0>56786 > 1814 > 23221 > 7755</GLA_FULL_CODES_0>
                    </item>
                </SERVICEDESK_GLA>
                <SERVICEDESK_CABLE>
                    <item>
                        <RECID>1166</RECID>
                        <TENANTS_RECID>0</TENANTS_RECID>
                        <MODIFIED_DATE>2015-07-08 15:14:50</MODIFIED_DATE>
                        <INSTANCE>200</INSTANCE>
                        <FROM_EQP>SRS BDF 2</FROM_EQP>
                        <FROM_CAT>61</FROM_CAT>
                        <FROM_PPL/>
                        <TO_PPL/>
                        <CABLE>SRS BDF 2</CABLE>
                        <PAIR_STRAND_NUM>4</PAIR_STRAND_NUM>
                        <BACKBONE_SERVICE/>
                        <TO_EQP>Jack 01-08</TO_EQP>
                        <TO_CAT>71</TO_CAT>
                        <TO_DESC>Jack</TO_DESC>
                        <MODIFIED_BY>demo</MODIFIED_BY>
                        <SDC_SD_CABLE_ACTION_VALUE>Out</SDC_SD_CABLE_ACTION_VALUE>
                        <SDC_SD_CABLE_ACTION_CODE>OUT</SDC_SD_CABLE_ACTION_CODE>
                    </item>
                </SERVICEDESK_CABLE>
            </item>
        </servicedesk>
    </servicedesk>

Lists

When inserting or updating Service Desk records, it is sometimes necessary to provide values that exist elsewhere in the system. The LIST method can help to retrieve available options for these values.

Below is how to make a LIST request:

   GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE

Searchable

If a LISTTYPE is designated as searchable in the table below, adding the "SEARCH" param will return values that contain the provided value.

GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE&SEARCH=test



Parameter

Replace With

LISTTYPE

The type of List to be retrieved. Types can be found below.

List Types

Type

Description

Extra Parameters*

Searchable


CONTACTS

Retrieve available Contacts

CTYPE - Type of contact. Example: "worker"

yes

Results

DEPTHIER

Retrieve available Departments


Coming Soon

Results

EQP_CATALOG

Retrieve available Equipment Catalogs


yes

Results

CHARGE_CATALOG

Retrieve available Charge Catalogs


yes

Results

PRCODE

Retrieve available Problem Codes


no

Results

RESCODE

Retrieve available Resolution Codes


no

Results

CSRS

Retrieve available Customer Service Representatives (CSR)


no

Results

SD_STATUS

Retrieve available Service Desk Statuses


no

Results

SDTYPES

Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API)


no

Results

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

Results

WORKGROUPS

Retrieve available Workgroups


no

Results

LABOR_TYPE

Retrieve available Labor Types


no

Results

SD_CHRG_ACTION

Retrieve available Service Desk Charge Actions


no

Results

URGENCY

Retrieve available Service Desk Urgency values


no

Results

*Extra Parameters can be appended to the URL in standard Query String fashion.

Contacts Results
    <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>
Department Hierarchy Results
    <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>


Equipment Catalog Results

    <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 Results
    <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>
Problem Code Results
    <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>
Resolution Code Results
    <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>
CSR Results
    <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 Results
    <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>
SD Types Results
    <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>
UDF Results
    <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 Results
    <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 Types Results
    <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>
Service Desk Charge Actions Results
    <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>
Service Desk Urgency Results
    <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>

Write Call

Available Fields

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
"IN" - Incident
"ES" - Estimate


Service desk type

source

no

String


"API"

Source of the service desk item

urgency

no

String

(v1) Service Desk API Calls#Lists


Set the urgency on the Service Desk Item.

csr

yes

Integer

(v1) Service Desk API Calls#Lists


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

(v1) Service Desk API Calls#Lists


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

(v1) Service Desk API Calls#Lists


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

(v1) Service Desk API Calls#Lists


IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

Results

If the request is successful, the SD Number will be returns as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>SO201500419</servicedesk>
    </servicedesk>

Service Desk Incidents

Typically, an incident will include a service or piece of equipment that is having an issue. If this was not included when the Incident was created, it can be done with an update.

Please note: When including a Service or piece of Equipment on an Incident request, you MUST also supply a Contact Owner or Hierarchy owner for the Incident when creating a new Incident. If an Incident is being updated and it does not currently have an “Owner” specified, the update must also include a record ID for the contact or org hierarchy “Owner”.

Available Fields

These fields are IN ADDITION TO the Service Desk fields listed above

Field

Required

Data Type

Options

Default

Notes

prob_code

no

Integer

(v1) Service Desk API Calls#Lists


Record ID of the trouble code.

problem

no

String



The details or description of the trouble

res_code

no

Integer

(v1) Service Desk API Calls#Lists


Record ID of the resolution code.

resolution

no

String



The details or description of the resolution

service

no

Integer



Record ID for the service with the trouble

equipment

no

Integer



Record ID for the equipment with the trouble

Results

If the request is successful, the SD Number will be returns as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>IN201500419</servicedesk>
    </servicedesk>
Service Desk Incidents App Record

Service Desk Estimates

Typically, an estimate will include charges, labor and equipment.

Available Fields

These fields are IN ADDITION TO the Service Desk fields listed above

Field

Required

Data Type

Options

Default

Notes

charge_catalog

no

Integer

Lists


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

Float



If allowed by the selected charge, overrides the default amount from the charge.

eqp_catalog

no

Integer

(v1) Service Desk API Calls#Lists


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

(v1) Service Desk API Calls#Lists


Type of labor to be added.
*Only required when adding labor to the estimate (when "workgroup" field is provided).

workgroup

no

Integer

(v1) Service Desk API Calls#Lists


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"
*Only required when adding labor to the estimate (when "workgroup" field is provided).

rate

no

Float



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.

Results

If the request is successful, the SD Number will be returns as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>0</total_count>
        <servicedesk>ES201500419</servicedesk>
    </servicedesk>


Service Desk Estimates App Record

Service Desk UDFs

User Defined Fields can be easily set for a Service Desk item.

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

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

Available Fields

Field

Required

Data Type

Options

Default

Notes

sd_recid

yes*

Integer



The RECID of the Service Desk item that the UDF is for.
*Either sd_recid or sd_number are required, but not both

sd_number

yes*

String



The Number of the Service Desk item that the UDF is for.
*Either sd_recid or sd_number are required, but not both

udf_IDENTIFIER

yes

Mixed



IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value

Results

If the request is successful, the RECID(s) of the new Service Desk 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 Remarks

If the supplied API key has write privileges to write service desk remarks, it is easy to insert remarks for the new or existing service desk item. On the write request just add remarks=value to the query, where value is a text string.

A separate request can also be made.

curl -s -X POST --data "type=REMARKS&sd_recid=1&remarks=Test" http://URL_TO_YOUR_PCR360_INSTALLATION/api/YOURAPIKEY/servicedesk.json
  • "curl" indicates the program you're trying to use.
  • -X POST tells curl you want to make a POST request (change POST to GET to make a GET request, etc)
  • --data "…" is a query string of parameters to send as the POST data. i.e. "foo=bar&bat=baz&etc=123" and so on.
  • the URL to request. Notice at the end is "json". This is the format you want the response returned in. "json", "php" and "xml" are your available options.

Available Fields

Field

Required

Data Type

Options

Default

Notes

sd_recid

yes

int



The RECID of the Service Desk item to add the remark to

remarks

yes

string



The remarks to save

Results

This request returns the following:

{status":"success","page":1,"count":1,"total_count":0,"servicedesk":999}

Or in XML format

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>999</servicedesk>
    </servicedesk>

It is a JSOS encoded string (because json was specified in the URL) with 2 important points of information: "status" and "servicedesk". If "status" is "success" as it is above, then "servicedesk" will be the record number for the Remark that was entered. If "status" is "failure", then a parameter named "message" will be in-place of "servicedesk" with a reason as to why it failed. Example:

{"status":"failure","message":"The supplied SD Type is invalid, valid options are: SO, IN, ES"}
Service Desk Remarks App Record

Service Desk Estimate Charges

It is easy to insert a single charge for the new or existing service desk estimate. On the write request just add the appropriate fields to the query. If multiple charges need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request. Note "TYPE=EST_CHARGES" to indicate that this is to create an Estimate charge record.

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

Available Fields

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer



The RECID of the Service Desk Estimate that the charge is for

charge_catalog

yes

Integer

(v1) Service Desk API Calls#Lists


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

Float



If allowed by the selected charge, overrides the default amount from the charge.

Results

If the request is successful, the RECID of the new service desk estimate charge is returned as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>56487</servicedesk>
    </servicedesk>
Service Desk Estimate Charges App Record

Service Desk Estimate Labor

It is easy to insert a single labor record for the new or existing service desk estimate. On the write request, just add the appropriate fields to the query. If multiple labor records need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request. Note "TYPE=EST_LABOR" to indicate that this is to create an Estimate labor record.

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

Available Fields

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer



The RECID of the Service Desk Estimate that the charge is for

labor_type

yes

Integer

(v1) Service Desk API Calls#Lists


Type of labor to be added.

workgroup

yes

Integer

(v1) Service Desk API Calls#Lists


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

Float



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.

Results

If the request is successful, the RECID of the new service desk estimate labor record is returned as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>55073</servicedesk>
    </servicedesk>
Service Desk Estimate Labor App Record

Service Desk Estimate Equipment

It is easy to insert a single equipment record for the new or existing service desk estimate. On the write request, add the appropriate fields to the query. If multiple equipment records need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request. Note "TYPE=EST_EQP" to indicate that this is to create an Estimate equipment record.

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

Available Fields

Field

Required

Data Type

Options

Default

Notes

estimate_recid

yes

Integer



The RECID of the Service Desk Estimate that the charge is for

eqp_catalog

yes

Integer

(v1) Service Desk API Calls#Lists


Record ID of the equipment catalog item to added to the estimate.

eqp_quantity

yes

Integer


1

Quantity of the equipment to be added to the estimate.

eqp_billable

yes

Integer

1 or 0


Mark whether the equipment item is billable.

Results

If the request is successful, the RECID of the new service desk estimate equipment record is returned as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>78451</servicedesk>
    </servicedesk>
Service Desk Estimate Equipment App Record

Service Desk Adding GLAs

It is easy to insert one or more GLA records for the new or existing Service Desk Order. On the write request, add the appropriate fields to the query.

Below is the proper format for making a separate request. Note "type=GLA" to indicate that this is to create a Service Order record.

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

Available Fields

Field

Required

Data Type

Options

Default

Notes

type

yes

String


GLA

type=GLA is required

sd_recid

yes*

Integer



The RECID of the Service Desk item that the UDF is for.
*See NOTE below

sd_number

yes*

String



The Number of the Service Desk item that the UDF is for.
*See NOTE below

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"

NOTES

  • Either "sd_recid" or "sd_number" need to be provided, but not both
  • "action_default_gla" is required if the configuration sda_allow_multiple_default_glas is TRUE.
Result

If the request is successful, the RECID of the new service desk GLA record is returned as follows:

    <servicedesk>
        <status>success</status>
        <page>1</page>
        <count>1</count>
        <total_count>1</total_count>
        <servicedesk>78451</servicedesk>
    </servicedesk>
Service Desk GLA App Record

How to Create a Service Order

The method of making calls to the API will vary depending on what application or language used. Running requests using cURL on the command line. The most basic of examples is as follows:

The request above makes a service order with the Service Rep whose contact RECID is 209.

curl -X POST --data "CSR=1" http://URL_TO_YOUR_PCR360_INSTALLATION/api/YOURAPIKEY/servicedesk.SO.json
  • "curl" indicates the program you're trying to use.
  • -X POST tells curl you want to make a POST request (change POST to GET to make a GET request, etc)
  • --data "…" is a query string of parameters to send as the POST data. i.e. "foo=bar&bat=baz&etc=123" and so on.
  • the URL to request. Notice at the end is "json". This is the format you want the response returned in. "json", "php" and "xml" are your available options.

This request returns the following:

{"status":"success","page":1,"count":1,"total_count":0,"servicedesk":"SO20160600145"}

It is a JSON encoded string (because json was specified in the URL) with 2 important points of information: "status" and "servicedesk". If "status" is "success" as it is above, then "servicedesk" will be the ID for the Service Order (or Estimate (ES) or Incident (IN) if specified). If "status" is "failure", then a parameter named "message" will be in-place of "servicedesk" with a reason as to why it failed. Example:

{"status":"failure","message":"The following information is required: car"}

Locating Service Desk Data

Within PCR-360, these menu options lists a variety of Grids that can be used to help locate any of the required fields.

All grids have the option to show the ROW ID column, which is also the RECID for that particular record.

Help Desk Portal - Email: help@pcr.com - Phone: 616.259.9242