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Service Desk Action API Endpoint

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.

Available Fields

Field

Required for INSERT

Required for UPDATE

Required for Action Type

Data Type

Options

Notes

Field

Required for INSERT

Required for UPDATE

Required for Action Type

Data Type

Options

Notes

type

Yes

Yes



String

ACTION

Required for ALL Service Desk Action Requests

status

No

No

 

String

"complete"

This field should only be used when attempting to Complete a Service Desk Action. When a new Service Desk Item is created, the status is set automatically to "Pending".

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

rating_group

No*

No



String



The LIST CODE for the Rating Group for the Phone Service being used by the Service Desk Action.
Conditionally Required creating Service Desk Actions when using a Serice Catalog of type "Phone".

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.

sdc

No

No



Integer



Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. RECID column from SDC table.

new_service_id

No

No

CHG_SERVICE_ID

Integer



The new Service ID for the Service being changed.
One of the following must be true for the new Service ID:

  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

auth_code_type

Yes*

No

ADD

Integer

Value Lookups:





RECID of Auth Code Type for an authcode service.
*Required when attempting to INSERT an authcode Service.

classes_of_service

Yes*

No

ADD

Integer

Example

RECID of Class of Service for an authcode service.
*Required when attempting to INSERT a new auth_code_type record.

bandwidth

No

No



Integer

Value Lookups:





RECID of Bandwidth for a data/backbone service.

owner_type

No

No

CHG_OWNER

String

'contact', 'department'

The type of the Owner, either a Contact or a Department.

owner

No

No

CHG_OWNER

Integer



RECID of the Owner. Must be Active.

udf_IDENTIFIER

No

No



Mixed



IDENTIFIER is the unique identifier string given to each UDF

action_udf_IDENTIFIER

No*

No*



Mixed



IDENTIFIER of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

*A single UDF parameter is Required, but not all of them, if using an Action UDF

action_udf_RECID

No*

No*



Integer



RECID of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123
Provided value will be validated against UDF’s data type requirements and used if acceptable.

*A single UDF parameter is Required, but not all of them, if using an Action UDF

Using SDCs

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

Ordering from Service Pools

To request a Service from a pool:

  1. The requested Service must have Status “Available“

  2. The requested Service must be in the requested catalog or an ancestor

  3. The requested Service must be in a pool only if the requested catalog is specified on that pool

  4. If the requested catalog is not listed on any pools then any Available Service not specified on a pool that also matches the catalog can be requested

Headers:

Key

Value

Key

Value

Content-Type

application/json

Pcr-Html-Encoded

TRUE



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

Field

Required

Data Type

Options

Default

Notes

Field

Required

Data Type

Options

Default

Notes

type

no

String

ATTACHMENT



Can be used to add an attachment when creating, or updating any Service Desk Action

files

yes

array





The file(s) to be attached. 

'files' is an array with infinite number of sub-arrays.  Each sub-array has keys of 'filename' (the file's name) and 'data' (the base64 encoded data for the file).

sd_recid

yes

Integer





RECID column from SERVICE_DESK table.

sda_recid

yes

Integer





RECID column from SERVICE_DESK_ACTIONS table.

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:

Key

Value

Key

Value

Content-Type

application/json

Pcr-Html-Encoded

TRUE

Body:

Key

Value

Key

Value

sd_recid

66116

sda_recid

5309

JSON:

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.

Available Fields

Field

Required

Data Type

Options

Default

Notes

Field

Required

Data Type

Options

Default

Notes

type

Yes

String



UDFS

type=UDFS is required

sd_recid

Yes*

Integer





*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK table.

sda_recid

Yes*

Integer





*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.

sd_number

Yes*

String





The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below

sda_number

Yes*

Integer





The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below

udf_IDENTIFIER

Yes

Mixed





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

udf_UDF-RECID

Yes*

Integer





UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value. RECID column from USER_DEFINED_FIELDS_VALS table.

  • See Note Below

udf_UDF-IDENTIFIER

Yes*

Mixed





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

  • See Note Below

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.

Available Fields

Field

Required

Data Type

Options

Default

Notes

Field

Required

Data Type

Options

Default

Notes

type

yes

String



GLA

type=GLA is required

sd_recid

no

Integer





*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK table.

sda_recid

np

Integer





*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.

sd_number

np

String





The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below

sda_number

no

Integer





The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below

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

  • 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





Service Desk Action Charges

Available Fields

Field

Required

Data Type

Options

Default

Notes

Field

Required

Data Type

Options

Default

Notes

type

yes

String

"CHARGES"



Service Desk type, must be in the status of Pending, Hold or Complete

recid

no*

Integer





Required to Update an existing Charge

sd_recid

no*

Integer





Required to Add a new Charge. Either sd_recid or sd_number must be used

sd_number

no*

Integer





Required to Add a new Charge. Either sd_recid or sd_number must be used

sda_recid

no*

Integer





Conditionally Required. Used to Add or Update a specific Service Desk Action.

sda_number

no*

Integer





Conditionally Required. sd_recid or sd_number must also be used. Used to Add or Update a specific Service Desk Action.

charge_catalog_recid

yes

Integer





RECID of the Charge Catalog

override_amount

no

Number





Amount to Override the Catalog Charge Amount, if the Catalog allows it

quantity

no

Number





Quantity of Charges of the chosen Catalog to apply, if the Catalog is set to use Quantity

override_gla

no

Integer





RECID of the Override GLA, if the Catalog allows it

prorate

no

Boolean

1 (True) or 0 (False)



Only allowed if BILL_MRC_CHANGE_FORCE_PRORATE config option is false

description

no

String





Description of the Charge

arc_date

no

String





Alternate Recurring Cycle Date, format: “YYYY/MM/DD”

Request Example

Call:

Headers:

Key

Value

Key

Value

Content-Type

application/json

Pcr-Html-Encoded

TRUE

Body:

Key

Value

Key

Value

type

CHARGES

sd_recid

35812

charge_catalog_recid

7

description

This is a sample Charge

Results

If the request is successful, the RECID of the new Service Desk Action Charge record is returned as follows:



Locating Service Desk Action Data

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