Manages the Breaking News.
Modifies a set of Breaking News.
Parameters
Name |
Description |
Type |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
type_id
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
status_id
|
Breaking News status ID.
|
INTEGER |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the Breaking News was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Creates Breaking News.
Parameters
Name |
Description |
Type |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
type_id
required
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
body
required
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
title
required
|
Breaking News title.
|
STRING |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
id
|
ID of the Breaking News created.
|
INTEGER |
status
|
Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Returns the requested Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Name |
Description |
Type |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
status_id
|
Breaking News status ID.
|
INTEGER |
Lists the Breaking News.
Lists all the Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
Lists the status of the Breaking News.
Lists all the possible status for the Breaking News' and their descriptions. If an ID is provided, only one will be listed.
Parameters
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Status name.
|
STRING |
id
|
Status ID.
|
INTEGER |
Lists all the Breaking News importance types.
Lists all the importance types of the Breaking News. If an ID its provided, only one will be listed.
Parameters
Name |
Description |
Type |
id
|
Importance type ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Importance type name.
|
STRING |
id
|
Importance type ID.
|
INTEGER |
Manages the updates of the Breaking News.
Creates a new update to the given Breaking News.
Parameters
Name |
Description |
Type |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
id
required
|
Breaking News ID.
|
INTEGER |
body
required
|
Breaking News body.
|
TEXT |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the Breaking News update was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Returns the updates of the requested Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
creator_id
|
Breaking News creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
body
|
Body of the update.
|
TEXT |
Lists all the categories.
Lists all the categories, or the required one if an ID is provided.
Parameters
Name |
Description |
Type |
id
|
Category ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
parent_category_id
|
Category parent ID.
|
INTEGER |
name
|
Category name.
|
STRING |
id
|
Category ID.
|
INTEGER |
Manages the settings of the list type custom fields.
Configures list type custom fields. If the key already exists, the previous value will be overwritten.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
key_values
required
|
Dictionary {key1: value1, key2: value2, ...} with key-values pairs to be added to the CF list.
|
ARRAY |
Response
Name |
Description |
Type |
total
|
Number of modified/added values.
|
INTEGER |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly added or modified; or 'ERROR' if something went wrong.
|
STRING |
Erases keys from the list type custom fields configuration.
Parameters
Name |
Description |
Type |
keys
required
|
Array [key1,key2] of keys to be erased.
|
ARRAY |
uid
required
|
Custom field ID.
|
INTEGER |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
Response
Name |
Description |
Type |
total
|
Number of deleted values.
|
INTEGER |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists the configuration of custom fields that are a list type.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Name |
Description |
Type |
key-value
|
Returns an array with the key-values dictionary of the custom field.
|
ARRAY |
Manages the settings of the tree type custom fields.
Modifies the configuration of the tree type custom fields. If there is no such key, it will be added.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
hash
required
|
Hash value of the item to modify.
|
STRING |
key
|
Key defined by the user; if no value is set the previous value will be used.
|
STRING |
name
|
Name of the option, value that the user sees when selecting.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Adds configuration to the tree type custom fields. If the key already exists, the previous value will be overwritten.
Parameters
Name |
Description |
Type |
key
|
Key defined by the user; if no value is set, the hash will be used as key.
|
STRING |
uid
required
|
Custom field ID.
|
INTEGER |
parent_hash
|
Hash value of the parent; if not set, it will be added to the root.
|
STRING |
name
required
|
Name of the option, value that the user sees when selecting.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Erases the options from the tree type custom fields and any of its children.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
hash
required
|
Hash value of the item to modify.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Returns the structure of the tree type custom fields options. The hash is system internal, but it is used to make modifications.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
key
|
Key defined by the user for the option.
|
STRING |
hash
|
The unique internal identifier of the option.
|
STRING |
name
|
Option name.
|
STRING |
children
|
Array of the option's children.
|
ARRAY |
Lists the active custom fields.
Returns a list of all the active custom fields.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
uid
|
Custom field ID.
|
INTEGER |
label
|
Custom field name.
|
STRING |
type
|
Custom field type ID.
|
INTEGER |
description
|
Custom field description.
|
TEXT |
categories
|
Categories where custom field applies.
|
STRING |
is_required
|
Indicates if the custom field is required. True if it's required and false if it's not.
|
BOOLEAN |
Custom fields by category.
Returns a list of the custom fields related to a category ID.
Parameters
Name |
Description |
Type |
category_id
required
|
Category ID.
|
INTEGER |
Response
Returns an array with the IDs of the custom fields that apply to the category received as a parameter.
Name |
Description |
Type |
uid
|
Custom field ID.
|
INTEGER |
Lists all the supported custom field types.
Returns a list of all the supported custom field types, with a brief description of the data type for each field.
Response
Returns an array with the following structure:
Name |
Description |
Type |
name
|
Custom field type name.
|
STRING |
id
|
Custom field type ID.
|
INTEGER |
Manages configuration items from custom fields and shared custom fields by IDs.
Returns an array of CIs, linked through custom fields and shared custom fields, with their IDs and properties.
Parameters
Name |
Description |
Type |
ci_internal_ids
required
|
Configuration items IDs from Service Desk.
|
ARRAY |
ci_source_id
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
ci_internal_id
|
Configuration item ID from Service Desk.
|
INTEGER |
ci_external_id
|
Configuration item external source ID.
|
INTEGER |
ci_name
|
Configuration item name.
|
STRING |
Manages companies.
Creates a new company.
Parameters
Name |
Description |
Type |
name
required
|
Company name.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
Erases an existing company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the object was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Returns all the active companies.
Parameters
Name |
Description |
Type |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
Manages the relationships between users groups and companies.
Relates a users group to a company.
Parameters
Name |
Description |
Type |
groups
required
|
Groups IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of groups IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Suppresses the relationship between a users group and a company.
Parameters
Name |
Description |
Type |
groups
required
|
Groups IDs.
|
ARRAY |
unlink_users_too
|
When is set to true, it breaks the relation between the company users and the group.
|
BOOLEAN |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of groups IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Lists all the users groups related to a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
name
|
Name of the related group.
|
STRING |
id
|
ID of the related group.
|
INTEGER |
Manages companies observers.
Add users as observers to a company.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly added as observers to the company.
Returns 'false' if, for any reason, they weren't added to the company,
or if the users were already observers of the company.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Removes observers from a company.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly removed as observers from the company.
Returns 'false' if, for any reason, they weren't removed from the company,
or if the users weren't observers of the company.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Returns all active companies and their observers,
or the observers for the specified companies.
Parameters
Name |
Description |
Type |
ids
|
Company IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
Manages the relationships between users and companies.
Adds a user to a company. If the company contains groups, the users will also be added to those groups.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Removes a user from a company. If the user is within a group that belongs to that company, they will also be removed from that group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
name
|
User full name.
|
STRING |
id
|
User ID.
|
INTEGER |
Manages groups.
Creates a group of users.
Parameters
Name |
Description |
Type |
name
required
|
Group name.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
Erases a group of users.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the object was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Returns all active groups of users, or one in particular if an ID or name is provided.
Parameters
Name |
Description |
Type |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
Manages groups observers.
Add users as observers to a group.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly added as observers to the group.
Returns 'false' if, for any reason, they weren't added to the group,
or if the users were already observers of the group.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Removes observers from a group.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly removed as observers from the group.
Returns 'false' if, for any reason, they weren't removed from the group,
or if the users weren't observers of the group.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Returns all active groups and their observers,
or the observers for the specified groups.
Parameters
Name |
Description |
Type |
ids
|
Group IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
Manages the relationships between users and groups.
Adds a user to a group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Removes a user from a group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
name
|
User full name.
|
STRING |
id
|
User ID.
|
INTEGER |
Manages the help desks.
Returns all the active help desks, or one in particular.
Parameters
Name |
Description |
Type |
include_deleted
|
True if deleted help desks should be included.
|
BOOLEAN |
name
|
Help desk name.
|
STRING |
id
|
Help desk ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total_members
|
Total of members.
|
INTEGER |
status_id
|
Help desk status ID.
|
INTEGER |
engine_id
|
Help desk engine ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
id
|
Help desk ID.
|
INTEGER |
parent_id
|
Help desk parent ID.
|
INTEGER |
Manages help desks observers.
Add users as observers to a help desk.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
id
required
|
Help Desk ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly added as observers to the help desk.
Returns 'false' if, for any reason, they weren't added to the help desk,
or if the users were already observers of the help desk.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Removes observers from a help desk.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
id
required
|
Help Desk ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly removed as observers from the help desk.
Returns 'false' if, for any reason, they weren't removed from the help desk,
or if the users weren't observers of the help desk.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Returns all active help desks and their observers,
or the observers for the specified help desks.
Parameters
Name |
Description |
Type |
ids
|
Help Desk IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Help Desk name.
|
STRING |
id
|
Help Desk ID.
|
INTEGER |
Manages help desks and levels.
Returns all the help desks and levels, or one in particular.
Parameters
Name |
Description |
Type |
include_deleted
|
True if deleted help desks and levels should be included.
|
BOOLEAN |
id
|
Level ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total_members
|
Total of members.
|
INTEGER |
level_order
|
If it's a level, indicates the order.
|
INTEGER |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
members_ids
|
Members IDs.
|
ARRAY |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
name
|
If it is a help desk, indicates the name.
|
STRING |
id
|
Level ID.
|
INTEGER |
parent_id
|
Parent ID.
|
INTEGER |
Manages a request.
Change attributes of a request.
Parameters
Name |
Description |
Type |
priority_id
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
customer_id
|
Client ID.
|
INTEGER |
description
|
Request description.
|
TEXT |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
date
|
Occurred on timestamp.
|
STRING |
type_id
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
id
required
|
Request ID.
|
INTEGER |
category_id
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
title
|
Request title.
|
STRING |
reassignment
|
Set to true to reassign the request to a help desk according to the new properties.
|
BOOLEAN |
location_id
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
location_id
|
Location ID.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Creates a request.
Parameters
Name |
Description |
Type |
priority_id
required
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
customer_id
required
|
Client ID.
|
INTEGER |
description
|
Request description. Required for requests and Workflows with descriptions.
|
TEXT |
attachments
|
Array of request's attachments.
|
ARRAY |
category_id
required
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
related_to
|
Requests IDs to link.
|
ARRAY |
date
|
Occurred on timestamp in epoch format.
|
STRING |
type_id
required
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
title
required
|
Request title.
|
STRING |
creator_id
required
|
Creator ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
Response
Name |
Description |
Type |
request_id
|
ID of the created request.
|
INTEGER |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the request was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Returns the information of the given request.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
id
required
|
Request ID.
|
INTEGER |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields ids as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Manages the approvals instances of a request.
Lists the approvals instances that the given request has.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
only_pending
|
When set to true, it only returns pending approvals.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
approval_request_description
|
Description of the approval.
|
TEXT |
type
|
Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.
|
INTEGER |
status
|
Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.
|
INTEGER |
approval_request_id
|
ID of the approval template.
|
INTEGER |
id
|
ID of the approval instance.
|
INTEGER |
author_id
|
Author ID of the approval.
|
INTEGER |
created_at
|
Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Manages the acceptance of an approval.
Accepts an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be accepted.
|
INTEGER |
user_id
required
|
ID of the user who will accept the approval.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly accepted.
|
STRING |
Manages the voters of an approval.
Adds a voter to an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
ID of the approval instance.
|
INTEGER |
user_id
required
|
Author ID of the approval.
|
INTEGER |
Response
Name |
Description |
Type |
approval_id
|
ID of the approval instance.
|
INTEGER |
user_id
|
Author ID of the approval.
|
INTEGER |
Manages the cancellation of an approval.
Cancels an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be cancelled.
|
INTEGER |
user_id
required
|
ID of the user who will cancel the approval.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly canceled; or 'ERROR' if something went wrong.
|
STRING |
Manages the users that could accept or reject the approval.
Lists users that could accept or reject the approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID.
|
INTEGER |
only_pending
|
When set to true, it only returns voters who have not voted.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status
|
Approval status ID. -2: Annulled, -1: Waiting, 0: Rejected, 1: Approved, 2:Expired.
|
INTEGER |
id
|
User ID.
|
INTEGER |
Manages the rejection of an approval.
Rejects an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be rejected.
|
INTEGER |
user_id
required
|
ID of the user will reject the approval.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Lists the statuses of the approvals.
Lists the statuses of the approvals.
Response
Returns an array with status ID as keys and status description as values.
Name |
Description |
Type |
id
|
Status ID and description.
|
ARRAY |
Lists the available approvals types.
Lists the available approvals types.
Response
Returns an array with type id as keys and type description as values.
Name |
Description |
Type |
id
|
Type ID and description.
|
ARRAY |
Lists the status of the approval votes.
Lists the status of the approval votes.
Response
Returns an array with status id as keys and status description as values.
Name |
Description |
Type |
id
|
Status ID and description.
|
ARRAY |
Manages the attachments of the requests.
Returns the requested attachment.
Parameters
Name |
Description |
Type |
id
required
|
Attachment ID.
|
INTEGER |
Response
Name |
Description |
Type |
url
|
URL of the attached file.
|
STRING |
hash
|
Hash of the attached file.
|
STRING |
extension
|
Extension of the attached file.
|
STRING |
name
|
Name of the attached file.
|
STRING |
id
|
ID of the attached file.
|
INTEGER |
Lists all the priorities.
Lists all the priorities, or only one if an ID its provided.
Parameters
Name |
Description |
Type |
id
|
Priority ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Priority name.
|
STRING |
id
|
Priority ID.
|
INTEGER |
Lists all the requests sources.
Lists all the sources. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Source ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Source name.
|
STRING |
id
|
Source ID.
|
INTEGER |
Lists all the status.
Lists all the status. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Status name.
|
STRING |
id
|
Status ID.
|
INTEGER |
Lists all the types.
Lists all the types. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Type ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Type name.
|
STRING |
id
|
Type ID.
|
INTEGER |
Manages the collaborators of the requests.
Requests collaboration from the defined user.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
required
|
Author ID. Must be the ID of the user that asks for collaboration.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
user_id
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the collaboration was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Lists the collaborators IDs.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Manages the replies from a given request.
Adds a reply to a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
is_solution
|
Mark as solution. 1: Is solution, 0: Is not solution.
|
BOOLEAN |
customer_visible
|
Mark as internal. 0: Internal, 1: Public.
|
BOOLEAN |
attachments
|
Attachments IDs.
|
ARRAY |
author_id
required
|
Author ID.
|
INTEGER |
comment
required
|
Comment to be added.
|
TEXT |
Response
Name |
Description |
Type |
error
|
Description of the error.
|
STRING |
status
|
Returns 'OK' if the comment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Gets the replies from a given request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
is_solution
|
Indicate if the comments returned are the request's solution. 1: Is solution, 0: Is not solution. If this parameter is not provided then all comments will be returned.
|
BOOLEAN |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
is_solution
|
Indicates if this comment is the solution of the request. 1: if is the solution, 0: if not.
|
BOOLEAN |
incident_id
|
Request ID.
|
INTEGER |
message
|
Message of the comment.
|
STRING |
id
|
Comment ID.
|
INTEGER |
attachments
|
Attachment IDs.
|
ARRAY |
msg_num
|
Number of the message in the request.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
reference
|
ID of the comment that is replying to.
|
INTEGER |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
customer_visible
|
Indicates if the comment is internal or not. 0: Internal, 1: Public.
|
BOOLEAN |
Manages the custom approvals.
Requests a custom approval in the given request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
approval_id
required
|
Custom approval ID.
|
INTEGER |
author_id
required
|
Author ID of the approval request.
|
INTEGER |
description
|
Custom approval description.
|
TEXT |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Lists the custom approvals templates that the given request has.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of the approval templates that a request has, using the approval ID as key and values with the following structure:
Name |
Description |
Type |
description
|
Approval description.
|
STRING |
id
|
Approval template ID.
|
INTEGER |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
pause_sla
|
Indicates if the approval pauses the SLA. 1: Pause, 0: Do not pause.
|
BOOLEAN |
wf_item_id
|
ID of the phase of the associated workflow.
|
INTEGER |
expired_in
|
Expiration time in seconds.
|
STRING |
wf_process_id
|
ID of the associated workflow.
|
INTEGER |
description_prompt
|
Template description.
|
STRING |
description_required
|
Indicates if the description is required or not. 0: Required, 1: Not required.
|
BOOLEAN |
title
|
Approval title.
|
STRING |
expired_approved
|
Indicates the action when the approval expires. 1: Approve, 2: Reject.
|
INTEGER |
status
|
Approval status ID. 1: Active, -1: Deleted.
|
INTEGER |
Manages the custom fields from a request.
Creates values for a custom field from a request. Different types of data can be sent in the values variable. No value (empty string) means erase value. When sending files, the name of the file has to be in the values array (including its extension), and the file(s) itself should be sent in the body of the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
values
required
|
Array of values. If only one is required, only the first will be processed. If you are sending files, here you should list the names (with extension) of the files.
|
ARRAY |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
Add values for a multiple custom field from a request. This only works for the custom field with type CI. It can only be sent one CI name at a time in the values variable. It must be the complete name of the CI and all the CIs that have that exact name will be added to the multiple custom field.
Deletes value in the associated custom field.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Deletes value in the associated custom field.
|
STRING |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
Manages the external entities linked to a request.
Links a request to an external entity.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
external_entity_id
required
|
External entity ID.
|
INTEGER |
external_entity_ref_id
|
External entity reference ID.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
link_id
|
ID of the created relation.
|
STRING |
status
|
Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
Lists all the external entities linked to a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status
|
Entity status. 1: Enabled, 0: Deleted.
|
BOOLEAN |
type
|
Entity type. Always 100.
|
STRING |
link_id
|
Relation ID.
|
INTEGER |
ref_id
|
External entity ID.
|
INTEGER |
name
|
External entity name.
|
STRING |
ext_ref_id
|
External entity reference ID.
|
INTEGER |
Manages the requests linked to a request.
Links a request to another request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
request_ids
required
|
Request IDs to link.
|
ARRAY |
Response
Name |
Description |
Type |
error
|
Description of the error.
|
STRING |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the request was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
Lists all the linked requests from a given request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
title
|
Related request title.
|
STRING |
id
|
Related request ID.
|
INTEGER |
Manages the linked assets counters.
Returns counters with the number of incidents of each status.
Parameters
Name |
Description |
Type |
from
required
|
Date timestamp from which the counters are picked.
|
INTEGER |
cis_source_id
required
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
group
|
Name of the group for this CI.
|
STRING |
ci_id
|
ID of the CI.
|
INTEGER |
requests
|
An object that contains two arrays: one counting linked CIs by request status and the other counting linked CIs by request type (only for open requests).
|
ARRAY |
Manages the request's observers.
Adds a user as observer.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
user_id
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the observer was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Lists all the IDs of the request's observers.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array with the IDs of the observers.
Name |
Description |
Type |
user_id
|
User ID.
|
INTEGER |
Manages the requests reassignations to a help desk or agent.
Reassigns a request to a help desk and/or agent.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
group_id
required
|
Help desk ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
agent_id
|
Agent ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the help desk or group was correctly reassigned; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request.
Rejects a request.
Parameters
Name |
Description |
Type |
request_id
required
|
ID of the request to reject.
|
INTEGER |
author_id
required
|
ID of the user rejecting the request.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Relates a request to every CI that matches a certain keyword.
Relates a request to every CI that matches a certain keyword.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
keyword
required
|
Keyword to search CIs.
|
STRING |
exact_match
|
Indicates if the results must be an exact match or not.
|
BOOLEAN |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the CIs were correctly related; or 'ERROR' if something went wrong.
|
STRING |
Manages a request reopening.
Reopens a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
|
User ID who reopened the ticket.
|
INTEGER |
Response
Name |
Description |
Type |
error
|
Error code
|
STRING |
info
|
Description of the result
|
STRING |
status
|
Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.
|
STRING |
Manages the acceptance of a request's solution.
Accepts the solution of a request.
Parameters
Name |
Description |
Type |
rating
required
|
Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
|
INTEGER |
comment
|
Solution comment. This parameter is required if the rating is less than 4.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly accepted; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request's solution.
Rejects the solution of a request.
Parameters
Name |
Description |
Type |
comment
required
|
Rejection reason.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Manages the spontaneous approvals from a request.
Creates a spontaneous approval.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
approval_user_id
required
|
User ID from the approval voter.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
description
required
|
Approval description.
|
TEXT |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Manages the agent waiting status of the requests.
Sets the agent waiting status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the customer waiting status of the requests.
Sets the waiting for customer status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for date status of the requests.
Sets the waiting for date status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
timestamp
required
|
Date timestamp to set.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for external entities status of the requests.
Sets the request in the waiting for external entity status. The entity should be already linked.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
entity_link_id
required
|
External entity ID to link to the request status.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for another request status.
Sets the request in the waiting for another request status.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
wait_request_id
required
|
Request ID that will be waiting for.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the requests.
Lists the requests.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
ids
required
|
Request IDs.
|
ARRAY |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Open requests by agent.
Lists the requests from a given agent.
Parameters
Name |
Description |
Type |
email
|
Agent email.
|
STRING |
username
|
Agent username.
|
STRING |
id
|
Agent ID.
|
INTEGER |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
Manages requests linked to CIs.
Returns all the requests linked to a CI, considering its IDs, its groups and the ID of the integration it belongs to.
Parameters
Name |
Description |
Type |
group
required
|
Name of the group the CIs belong to. Possible values are ‘Asset’ or ‘BusinessApplication’.
|
STRING |
ci_ids
required
|
IDs of the CIs.
|
ARRAY |
cis_source_id
required
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
group
|
Name of the group for this CI.
|
STRING |
ci_id
|
ID of the CI.
|
STRING |
requests
|
An object that contains two arrays, one listing linked CIs by request status and the other counting linked CIs by request type, only for open requests.
|
ARRAY |
Manages open requests by customer.
Lists the open requests from a customer.
Parameters
Name |
Description |
Type |
email
|
Customer email.
|
STRING |
username
|
Customer username.
|
STRING |
id
|
Customer ID.
|
INTEGER |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
Manages open requests by help desk.
Lists the open requests from a help desk.
Parameters
Name |
Description |
Type |
helpdesk_ids
|
Help desks IDs.
|
ARRAY |
helpdesk_id
|
Help desk ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs.
|
ARRAY |
Manages the open requests by status.
Lists all open requests matching the status specified by parameter.
Parameters
Name |
Description |
Type |
offset
|
Skip this number of items in the response.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
status_ids
|
Status IDs.
|
ARRAY |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
limit
|
Number of items per page.
|
INTEGER |
requestIds
|
Request IDs.
|
ARRAY |
total
|
Total items.
|
INTEGER |
offset
|
Items skipped in the response.
|
INTEGER |
Manages the requests from a given view ID.
Lists the requests from a view ID.
Parameters
Name |
Description |
Type |
offset
|
Skip this amount of requests in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
view_id
required
|
View ID.
|
INTEGER |
Response
Name |
Description |
Type |
offset
|
This amount of request were skipped in the response.
|
INTEGER |
info
|
Description of the result.
|
STRING |
limit
|
Number of items per page.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs returned by the view.
|
ARRAY |
Lists the requests with their details from a view ID.
Lists the requests with their details from a view ID.
Parameters
Name |
Description |
Type |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
sort_by
|
Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.
|
STRING |
order_by
|
The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.
|
STRING |
view_id
required
|
View ID.
|
INTEGER |
Response
Name |
Description |
Type |
data
|
Contains a JSON array (with pagination, 10 requests per page) representing the primary data of the requests in the request view.
|
ARRAY |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
metadata
|
Provides resource objects that are related to the primary data, including the labels of the columns from the view.
|
ARRAY |
Manages the requests that were created within the last hour.
Lists all the requests that were created within the last hour.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
type_id
|
Type ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
title
|
Request title.
|
STRING |
assigned_group_id
|
Help desk ID.
|
INTEGER |
description
|
Request description.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
closed_at
|
Closing date in epoch.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
Manages internal notes.
Updates the info of an internal note.
Parameters
Name |
Description |
Type |
title
|
Note title.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Note description.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Creates an internal note.
Parameters
Name |
Description |
Type |
description
required
|
Note description.
|
STRING |
title
required
|
Note title.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
object_id
required
|
Entity ID.
|
INTEGER |
object_type
required
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Deletes an internal note.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
id
required
|
Note ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists all the internal notes, or one in particular.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
object_id
|
Entity ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
id
required
|
Note ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
last_author
|
Last author ID.
|
INTEGER |
object_id
|
Entity ID.
|
INTEGER |
created_at
|
Creation date of the note in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Note description.
|
STRING |
id
|
Note ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
title
|
Note title.
|
STRING |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
last_update
|
Last update of the note in epoch or ISO-8601 format depending on the date_format .
|
STRING |
Manages articles from the Knowledge Base.
Modifies an article given a certain ID.
Parameters
Name |
Description |
Type |
description
|
Article description.
|
STRING |
content
|
Article content.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
title
|
Article title.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Creates an article.
Parameters
Name |
Description |
Type |
attachments
|
Array of attachments.
|
ARRAY |
description
|
Article description.
|
STRING |
content
required
|
Article content.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
category_id
required
|
Category ID.
|
INTEGER |
title
required
|
Article title.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
Response
Name |
Description |
Type |
article_id
|
Article ID.
|
INTEGER |
status
|
Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Deletes an article from a given ID.
Parameters
Name |
Description |
Type |
id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists all the articles with their properties.
Parameters
Name |
Description |
Type |
offset
|
Skip this number of items in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
content
|
Content of the article.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
title
|
Article title.
|
STRING |
id
|
Article ID.
|
INTEGER |
Manages the attachments from a Knowledge Base article.
Adds attachments to an article.
Parameters
Name |
Description |
Type |
article_id
required
|
Article ID.
|
INTEGER |
author_id
required
|
ID of the user in whose name the update of the article will be done.
|
INTEGER |
attachments
|
Array of attachments.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Deletes an attachment from an article.
Parameters
Name |
Description |
Type |
article_id
required
|
Article ID.
|
INTEGER |
attachment_id
required
|
Attachment ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists the attachments from an article.
Parameters
Name |
Description |
Type |
article_id
required
|
Article ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
url
|
Attachment URL.
|
STRING |
id
|
Attachment ID.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
name
|
Attachment Filename.
|
STRING |
Manages Knowledge Base articles by category.
Lists all the articles that belong to a certain category.
Parameters
Name |
Description |
Type |
category_id
required
|
Category ID.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
content
|
Content of the article.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
title
|
Article title.
|
STRING |
id
|
Article ID.
|
INTEGER |
Manages Knowledge Base articles by ID.
Lists articles by ID.
Parameters
Name |
Description |
Type |
ids
required
|
Article IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
content
|
Content of the article.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
title
|
Article title.
|
STRING |
id
|
Article ID.
|
INTEGER |
Manages Knowledge Base articles by keywords.
Searches for articles by keywords.
Parameters
Name |
Description |
Type |
keywords
required
|
Keywords to search.
|
STRING |
min_search_scoring
|
Minimum search scoring from 0 to 1, which measures the accuracy of the search results.
|
FLOAT |
limit
|
Number of results, 25 by default.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
content
|
Content of the article.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
search_scoring
|
Score from 0 to 1 that measures the accuracy of the search result.
|
FLOAT |
last_update_date
|
Last update date in epoch.
|
STRING |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
title
|
Article title.
|
STRING |
id
|
Article ID.
|
INTEGER |
Manages Knowledge Base categories.
Modifies a Knowledge Base category.
Parameters
Name |
Description |
Type |
name
|
Category name.
|
STRING |
id
required
|
Category ID.
|
INTEGER |
parent_id
|
Category parent ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the category was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Creates a new Knowledge Base category.
Parameters
Name |
Description |
Type |
name
required
|
Category name.
|
STRING |
parent_id
required
|
Category Parent ID.
|
INTEGER |
Response
Name |
Description |
Type |
category_id
|
Category ID.
|
STRING |
status
|
Returns 'OK' if the category was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Deletes a Knowledge Base category.
Parameters
Name |
Description |
Type |
id
required
|
Category ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the category was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists all the Knowledge Base categories.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Category name.
|
STRING |
id
|
Category ID.
|
INTEGER |
parent_id
|
Category parent ID.
|
INTEGER |
Manages Knowledge Base categories by IDs.
Lists Knowledge Base categories by some given IDs.
Parameters
Name |
Description |
Type |
ids
required
|
Category IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
Category name.
|
STRING |
id
|
Category ID.
|
INTEGER |
parent_id
|
Category parent ID.
|
INTEGER |
Retrieves help desks' levels.
Returns all active help desks' levels, or one in particular.
Parameters
Name |
Description |
Type |
include_deleted
|
Set it to 'false' to exclude deleted levels. By default, it will retrieve deleted levels.
|
BOOLEAN |
id
|
Level ID.
|
INTEGER |
Response
Returns an array of objects or one object with the following structure:
Name |
Description |
Type |
total_members
|
Total amount of members that the level has.
|
INTEGER |
level_order
|
Level order.
|
INTEGER |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
members_ids
|
List of members IDs that the level has.
|
ARRAY |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
Manages help desk levels observers.
Add users as observers to a help desk level.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
id
required
|
Level ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly added as observers to the help desk level.
Returns 'false' if, for any reason, they weren't added to the help desk level,
or if the users were already observers of the help desk level.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Removes observers from a help desk level.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
id
required
|
Level ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly removed as observers from the help desk level.
Returns 'false' if, for any reason, they weren't removed from the help desk level,
or if the users weren't observers of the help desk level.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Returns all active help desk levels and their observers,
or the observers for the specified help desk levels.
Parameters
Name |
Description |
Type |
ids
|
Level IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Level name.
|
STRING |
id
|
Level ID.
|
INTEGER |
Manages locations.
Creates a location.
Parameters
Name |
Description |
Type |
name
required
|
Location name.
|
STRING |
parent_id
|
Parent location ID.
|
INTEGER |
Response
Name |
Description |
Type |
id
|
Location ID.
|
INTEGER |
Erases an existing location and its sublocations.
Parameters
Name |
Description |
Type |
id
required
|
Location ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the location was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Returns all active locations, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Number of users with this location.
|
INTEGER |
name
|
Location name.
|
STRING |
id
|
Location ID.
|
INTEGER |
parent_id
|
Parent location ID.
|
INTEGER |
Manages locations observers.
Add users as observers to a location.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
id
required
|
Location ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly added as observers to the location.
Returns 'false' if, for any reason, they weren't added to the location,
or if the users were already observers of the location.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Removes observers from a location.
Parameters
Name |
Description |
Type |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
id
required
|
Location ID.
|
INTEGER |
Response
Name |
Description |
Type |
value
|
Returns 'true' if the users were correctly removed as observers from the location.
Returns 'false' if, for any reason, they weren't removed from the location,
or if the users weren't observers of the location.
|
BOOLEAN |
id
|
User ID.
|
INTEGER |
Returns all active locations and their observers,
or the observers for the specified locations.
Parameters
Name |
Description |
Type |
ids
|
Location IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Location name.
|
STRING |
id
|
Location ID.
|
INTEGER |
Manages the relationships between users and locations.
Adds users to a location.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs linked to the location.
|
ARRAY |
id
required
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
value
|
Returns 'true' if the user was correctly associated with the location or 'false' if it wasn't.
|
BOOLEAN |
id
|
Location ID.
|
INTEGER |
Removes users from a location.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs to be removed from the location.
|
ARRAY |
id
required
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
value
|
Returns 'true' if the user was correctly removed from the location or 'false' if it wasn't.
|
BOOLEAN |
id
|
Location ID.
|
INTEGER |
Lists the members of a location.
Parameters
Name |
Description |
Type |
id
required
|
Location ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
name
|
User full name.
|
STRING |
id
|
User ID.
|
INTEGER |
Returns the current version of the Service Desk instance.
Returns the current version of the Service Desk instance.
Response
Returns a string with the current version of Service Desk.
Name |
Description |
Type |
version
|
Service Desk version.
|
STRING |
Retrieves time tracking records.
Deletes a time log entry from a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
timetracking_id
required
|
Time tracking entry ID
|
INTEGER |
user_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the time tracking entry was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists all the available time tracking records within a specific time interval or a request ID.
Parameters
Name |
Description |
Type |
request_id
|
Request ID. Required if the from parameter is not provided.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'iso8601noT' or 'iso8601'. If null, 'iso8601noT' format is returned, witch is ISO-8601 no T (YYYY-mm-dd H:i).
|
STRING |
to
|
Ending date and time of the interval (must be in ISO-8601 format). If it's not specified, the current time will be used.
|
STRING |
from
|
Initial date and time of the interval (must be in ISO-8601 format). Required if the request_id parameter is not provided.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
incident
|
Request ID.
|
INTEGER |
to
|
Ending date and time of the interval (in ISO 8601 format).
|
STRING |
comment
|
Comment of the logged period.
|
STRING |
timetracking_id
|
Time tracking entry ID.
|
INTEGER |
total
|
Total amount of time in seconds.
|
STRING |
timetracking_category_id
|
Time tracking category ID.
|
INTEGER |
from
|
Initial date and time of the interval (in ISO 8601 format).
|
STRING |
status
|
Time tracking entry status. 1: Enabled, 0: Deleted.
|
INTEGER |
user_id
|
Author ID.
|
INTEGER |
Lists all the time tracking categories, or the required one if an ID is provided.
Parameters
Name |
Description |
Type |
id
|
Time tracking category ID.
|
INTEGER |
Response
Name |
Description |
Type |
cost_per_hour
|
Cost of a working hour under the category.
|
FLOAT |
name
|
Time tracking category name.
|
STRING |
id
|
Time tracking category ID.
|
INTEGER |
parent_id
|
Time tracking parent category ID
|
INTEGER |
Gets user defined triggers.
If no ID is specified, it returns a list with all the user defined triggers. Otherwise, it returns the trigger matching the specific trigger ID (if it exists).
Parameters
Name |
Description |
Type |
trigger_id
|
Trigger ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
trigger_name
|
Trigger name.
|
STRING |
id
|
Trigger ID.
|
INTEGER |
Gets a list of user defined triggers that were executed in the last hour.
Returns a list detailing each time that a specific trigger was executed in the last hour. If no trigger ID is provided, it returns all the times that user defined triggers were executed in the last hour.
Parameters
Name |
Description |
Type |
trigger_id
|
Trigger ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
trigger_id
|
Trigger ID.
|
INTEGER |
request_id
|
ID of the affected request.
|
INTEGER |
id
|
Execution ID.
|
INTEGER |
executed_at
|
Execution timestamp.
|
INTEGER |
Manages users.
Updates the info of a user.
Parameters
Name |
Description |
Type |
username
|
Username.
|
STRING |
localization
|
Localization of the user.
|
STRING |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
position
|
User position.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
language
|
User language. es: Español, en: English (US), en_GB: English (UK), pt: Português, fr: Français, de: Deutsch, ca: Català, it: Italiano.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User employee number.
|
STRING |
other-email
|
User secondary email address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
email
|
User email address.
|
STRING |
phone
|
User phone number.
|
STRING |
id
required
|
User ID.
|
INTEGER |
address
|
User home address.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Creates a new user.
Parameters
Name |
Description |
Type |
username
required
|
Username.
|
STRING |
position
|
User position.
|
STRING |
department
|
User department.
|
STRING |
send_set_password_email
|
If true, the user will receive an email with a link to set their password.
|
BOOLEAN |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
pass
|
User password.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
required
|
User lastname.
|
STRING |
localization
|
Localization of the user.
|
STRING |
birthday
|
Birthday of the user.
|
STRING |
is_external
|
An external user can't login to the system and can only interact with it via email.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
force_password_change
|
If true, the user will be forced to change their password on the next login.
|
BOOLEAN |
name
required
|
User name.
|
STRING |
employee_number
|
User employee number.
|
STRING |
other-email
|
User secondary email address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
email
required
|
User email address.
|
STRING |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
Response
Name |
Description |
Type |
username
|
Username.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
role_name
|
User’s role.
|
STRING |
position
|
User position.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
email
|
User email address.
|
STRING |
birthday
|
User birthday.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
address
|
User home address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
location
|
User localization.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
id
|
User ID.
|
INTEGER |
Deletes a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Returns the info of a user.
Parameters
Name |
Description |
Type |
include_disabled
|
Indicate if disabled users should be included. True if they should be included and false if not. If this parameter is not provided then disabled users won't be returned.
|
BOOLEAN |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
username
|
Username.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
role_name
|
User’s role.
|
STRING |
position
|
User position.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
email
|
User email address.
|
STRING |
birthday
|
User birthday.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
address
|
User home address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
location
|
User localization.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
id
|
User ID.
|
INTEGER |
Fetches users by username or email.
Retrieves the user matching the username or email and displays some basic information about the user. At least one of the input parameters is required.
Parameters
Name |
Description |
Type |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
Response
Name |
Description |
Type |
username
|
Username.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
role_name
|
User’s role.
|
STRING |
position
|
User position.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
email
|
User email address.
|
STRING |
birthday
|
User birthday.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
address
|
User home address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
location
|
User localization.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
id
|
User ID.
|
INTEGER |
Changes the user type by converting it from external into internal user.
Changes the user from external into internal and sends an email to the user requesting a new password.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully converted from external into internal; or 'ERROR' if something went wrong.
|
STRING |
Disables a user.
Disables a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully disabled; or 'ERROR' if something went wrong.
|
STRING |
Enables a user.
Enables a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully enabled; or 'ERROR' if something went wrong.
|
STRING |
Changes the password of a user.
Changes the password of a user.
Parameters
Name |
Description |
Type |
force_password_change
|
If true, the user will be forced to change their password on the next login.
|
BOOLEAN |
id
required
|
User ID.
|
INTEGER |
password
required
|
New password.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the password has been successfully changed; or 'ERROR' if something went wrong.
|
STRING |
Resets the user's password and sends an action required email to the user.
Sends an email to the user requesting a new password.
Parameters
Name |
Description |
Type |
type
required
|
Either 'NEW_USER' for new users or 'RESET_PASSWORD' for existing ones.
|
STRING |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the password has been successfully reset; or 'ERROR' if something went wrong.
|
STRING |
Creates a session token for a user.
Creates a new session token for the user that matches the input ID.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
token
|
The new token ID.
|
STRING |
Fetches users and allows filtering by IDs.
Retrieves users and displays some basic information about them. It's possible to specify an array of user IDs in order to filter specific users; otherwise, it retrieves all users.
Parameters
Name |
Description |
Type |
ids
|
Users IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
role_name
|
User’s role.
|
STRING |
position
|
User position.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
email
|
User email address.
|
STRING |
birthday
|
User birthday.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
address
|
User home address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
location
|
User localization.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
id
|
User ID.
|
INTEGER |
Fetches users by username, email or any phone numbers.
Retrieves users matching username, email or any of their phone numbers and displays basic information about them.
Parameters
Name |
Description |
Type |
username
|
Username.
|
STRING |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
phones
|
User phone number of any kind (main phone number, fax number, office phone number, mobile phone number or other phone number).
|
STRING |
fax_phone
|
User fax number.
|
STRING |
other_phone
|
User secondary phone number.
|
STRING |
exact_match
|
Indicate if the search should return results if (and only if) there are users with an identical value to the parameter. True if the match is exact. If this parameter is not provided then the search will return any users where the search term is contained in the parameter.
|
BOOLEAN |
employee_number
|
User employee number.
|
STRING |
mobile_phone
|
User mobile phone number.
|
STRING |
email
|
User email address.
|
STRING |
include_disabled
|
Indicate if disabled users should be included. True if they should be included and false if not. If this parameter is not provided then disabled users won't be returned.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
office_phone
|
User office phone number.
|
STRING |
Response
Returns an array of objects (with pagination, 10 objects per page) with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
role_name
|
User’s role.
|
STRING |
position
|
User position.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
department
|
User department.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
other
|
User secondary phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
country
|
User country.
|
STRING |
office
|
User office phone number.
|
STRING |
lastname
|
User lastname.
|
STRING |
email
|
User email address.
|
STRING |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
birthday
|
User birthday.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
mobile
|
User mobile phone number.
|
STRING |
name
|
User name.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
address
|
User home address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
location
|
User localization.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
id
|
User ID.
|
INTEGER |
Retrieves user's groups, companies, helpdesks and locations.
Returns the user's groups, companies, helpdesks and locations.
Parameters
Name |
Description |
Type |
ids
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
groups
|
Array with the user groups.
|
ARRAY |
groups_observed
|
Array with the user observed groups.
|
ARRAY |
helpdesks_observed
|
Array with the user observed helpdesks.
|
ARRAY |
locations_observed
|
Array with the user observed locations.
|
ARRAY |
companies_observed
|
Array with the user observed companies.
|
ARRAY |
companies
|
Array with the user companies.
|
ARRAY |
locations
|
Array with the user locations.
|
ARRAY |
email
|
User email address.
|
STRING |
id
|
User ID.
|
INTEGER |
helpdesks
|
Array with the user helpdesks/levels.
|
ARRAY |
Deploys a workflow.
Deploys the last version of the workflow.
Parameters
Name |
Description |
Type |
workflow_id
required
|
ID of the workflow to be deployed.
|
INTEGER |
Response
Name |
Description |
Type |
description
|
Confirmation message.
|
INTEGER |
workflow_id
|
ID of the deployed workflow.
|
INTEGER |
status
|
Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.
|
STRING |
Lists the initial fields needed to create a request from a workflow.
Lists the initial fields needed to create a request from a workflow.
Parameters
Name |
Description |
Type |
category_id
required
|
ID of the category related to a workflow.
|
INTEGER |
Response
Name |
Description |
Type |
category_id
|
ID of the category related to a workflow.
|
INTEGER |
associated_workflow_name
|
Name of the associated workflow.
|
STRING |
associated_workflow_id
|
ID of the associated workflow.
|
INTEGER |
workflow_initial_fields
|
ARRAY with all the properties each field has.
|
ARRAY |