Manages the Breaking News.
Creates Breaking News.
Parameters
Name |
Description |
Type |
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 |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
type_id
required
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
body
required
|
Breaking News body.
|
TEXT |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
id
|
ID of the Breaking News created.
|
INTEGER |
Returns the requested Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Name |
Description |
Type |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
Modifies a set of Breaking News.
Parameters
Name |
Description |
Type |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
type_id
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
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 |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
status_id
|
Breaking News status ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
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 |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Resolution time 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 |
status
|
Returns 'OK' if the Breaking News update was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Returns the updates of the requested Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News 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 objects with the following structure:
Name |
Description |
Type |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
creator_id
|
Breaking News creator ID.
|
INTEGER |
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 |
name
|
Category name.
|
STRING |
id
|
Category ID.
|
INTEGER |
parent_category_id
|
Category parent 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 |
status
|
Returns 'OK' if the custom field option was correctly added or modified; or 'ERROR' if something went wrong.
|
STRING |
total
|
Number of modified/added values.
|
INTEGER |
info
|
Description of the result.
|
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 |
Erases keys from the list type custom fields configuration.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
keys
required
|
Array [key1,key2] of keys to be erased.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
total
|
Number of deleted values.
|
INTEGER |
info
|
Description of the result.
|
STRING |
Manages the settings of the tree type custom fields.
Adds configuration to the tree type custom fields. If the key already exists, the previous value will be overwritten.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
name
required
|
Name of the option, value that the user sees when selecting.
|
STRING |
parent_hash
|
Hash value of the parent; if not set, it will be added to the root.
|
STRING |
key
|
Key defined by the user; if no value is set, the hash will be used as key.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly added; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
name
|
Option name.
|
STRING |
children
|
Array of the option's children.
|
ARRAY |
key
|
Key defined by the user for the option.
|
STRING |
hash
|
The unique internal identifier of the option.
|
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 |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
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 |
name
|
Name of the option, value that the user sees when selecting.
|
STRING |
key
|
Key defined by the user; if no value is set the previous value will be used.
|
STRING |
hash
required
|
Hash value of the item to modify.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
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 |
is_required
|
Indicates if the custom field is required. True if it's required and false if it's not.
|
BOOLEAN |
type
|
Custom field type ID.
|
INTEGER |
categories
|
Categories where custom field applies.
|
STRING |
description
|
Custom field description.
|
TEXT |
label
|
Custom field name.
|
STRING |
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_source_id
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
ci_internal_ids
required
|
Configuration items IDs from Service Desk.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
ci_external_id
|
Configuration item external source ID.
|
INTEGER |
ci_internal_id
|
Configuration item ID from Service Desk.
|
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 |
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 |
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 |
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 |
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 |
Suppresses the relationship between a users group and a company.
Parameters
Name |
Description |
Type |
unlink_users_too
|
When is set to true, it breaks the relation between the company users and the group.
|
BOOLEAN |
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 deleted relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
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 |
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 |
name
|
Company name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Company ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
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 |
id
required
|
Company ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a company.
Parameters
Name |
Description |
Type |
user_id
|
User ID
|
INTEGER |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
User full name.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
id
|
User ID.
|
INTEGER |
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 |
id
required
|
Company ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
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 |
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 |
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 |
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 |
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 |
name
|
Group name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Group ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
Manages the relationships between users and groups.
Adds a user to a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a group.
Parameters
Name |
Description |
Type |
user_id
|
User ID
|
INTEGER |
id
required
|
Group ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
User full name.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
id
|
User ID.
|
INTEGER |
Removes a user from a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Manages the help desks.
Returns all the active help desks, or one in particular.
Parameters
Name |
Description |
Type |
name
|
Help desk name.
|
STRING |
id
|
Help desk ID.
|
INTEGER |
include_deleted
|
True if deleted help desks should be included.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status_id
|
Help desk status ID.
|
INTEGER |
parent_id
|
Help desk parent ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
engine_id
|
Help desk engine ID.
|
INTEGER |
id
|
Help desk ID.
|
INTEGER |
total_members
|
Total of members.
|
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 |
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 |
name
|
Help Desk name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Help Desk ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
Manages help desks and levels.
Returns all the help desks and levels, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Level ID.
|
INTEGER |
include_deleted
|
True if deleted help desks and levels should be included.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
parent_id
|
Parent ID.
|
INTEGER |
level_order
|
If it's a level, indicates the order.
|
INTEGER |
name
|
If it is a help desk, indicates the name.
|
STRING |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
members_ids
|
Members IDs.
|
ARRAY |
total_members
|
Total of members.
|
INTEGER |
Manages a request.
Creates a request.
Parameters
Name |
Description |
Type |
source_id
|
Source ID.
|
INTEGER |
type_id
required
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
related_to
|
Requests IDs to link.
|
ARRAY |
customer_id
required
|
Client ID.
|
INTEGER |
date
|
Occurred on timestamp in epoch format.
|
STRING |
description
|
Request description. Required for requests and Workflows with descriptions.
|
TEXT |
title
required
|
Request title.
|
STRING |
creator_id
required
|
Creator ID.
|
INTEGER |
attachments
|
Array of request's attachments.
|
ARRAY |
location_id
|
Location ID.
|
INTEGER |
priority_id
required
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
category_id
required
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
request_id
|
ID of the created request.
|
INTEGER |
Returns the information of the given request.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
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 objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields ids as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Change attributes of a request.
Parameters
Name |
Description |
Type |
source_id
|
Source ID.
|
INTEGER |
type_id
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
reassignment
|
Set to true to reassign the request to a help desk according to the new properties.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
date
|
Occurred on timestamp.
|
STRING |
description
|
Request description.
|
TEXT |
customer_id
|
Client ID.
|
INTEGER |
title
|
Request title.
|
STRING |
location_id
|
Location ID.
|
INTEGER |
priority_id
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
category_id
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow
|
STRING |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
closed_at
|
Closing date 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 |
only_pending
|
When set to true, it only returns pending approvals.
|
BOOLEAN |
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 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 |
author_id
|
Author ID of the approval.
|
INTEGER |
approval_request_id
|
ID of the approval template.
|
INTEGER |
created_at
|
Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
ID of the approval instance.
|
INTEGER |
Manages the acceptance of an approval.
Accepts an approval.
Parameters
Name |
Description |
Type |
user_id
required
|
ID of the user who will accept the approval.
|
INTEGER |
approval_id
required
|
Approval ID to be accepted.
|
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 |
user_id
required
|
Author ID of the approval.
|
INTEGER |
approval_id
required
|
ID of the approval instance.
|
INTEGER |
Response
Name |
Description |
Type |
user_id
|
Author ID of the approval.
|
INTEGER |
approval_id
|
ID of the approval instance.
|
INTEGER |
Manages the cancellation of an approval.
Cancels an approval.
Parameters
Name |
Description |
Type |
user_id
required
|
ID of the user who will cancel the approval.
|
INTEGER |
approval_id
required
|
Approval ID to be cancelled.
|
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 |
user_id
required
|
ID of the user will reject the approval.
|
INTEGER |
approval_id
required
|
Approval ID to be rejected.
|
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 |
name
|
Name of the attached file.
|
STRING |
extension
|
Extension of the attached file.
|
STRING |
id
|
ID of the attached file.
|
INTEGER |
url
|
URL of the attached file.
|
STRING |
hash
|
Hash of the attached file.
|
STRING |
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 |
user_id
|
User ID.
|
INTEGER |
author_id
required
|
Author ID. Must be the ID of the user that asks for collaboration.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request 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 |
customer_visible
|
Mark as internal. 0: Internal, 1: Public.
|
BOOLEAN |
attachments
|
Attachments IDs.
|
ARRAY |
is_solution
|
Mark as solution. 1: Is solution, 0: Is not solution.
|
BOOLEAN |
comment
required
|
Comment to be added.
|
TEXT |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the comment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
error
|
Description of the error.
|
STRING |
Gets the replies from a given request.
Parameters
Name |
Description |
Type |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
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 |
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 objects with the following structure:
Name |
Description |
Type |
attachments
|
Attachment IDs.
|
ARRAY |
is_solution
|
Indicates if this comment is the solution of the request. 1: if is the solution, 0: if not.
|
BOOLEAN |
reference
|
ID of the comment that is replying to.
|
INTEGER |
customer_visible
|
Indicates if the comment is internal or not. 0: Internal, 1: Public.
|
BOOLEAN |
incident_id
|
Request ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
msg_num
|
Number of the message in the request.
|
INTEGER |
message
|
Message of the comment.
|
STRING |
id
|
Comment ID.
|
INTEGER |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Manages the custom approvals.
Requests a custom approval in the given request.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID of the approval request.
|
INTEGER |
approval_id
required
|
Custom approval ID.
|
INTEGER |
request_id
required
|
Request ID.
|
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 |
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 |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
wf_process_id
|
ID of the associated workflow.
|
INTEGER |
description_prompt
|
Template description.
|
STRING |
expired_approved
|
Indicates the action when the approval expires. 1: Approve, 2: Reject.
|
INTEGER |
description_required
|
Indicates if the description is required or not. 0: Required, 1: Not required.
|
BOOLEAN |
title
|
Approval title.
|
STRING |
status
|
Approval status ID. 1: Active, -1: Deleted.
|
INTEGER |
description
|
Approval description.
|
STRING |
expired_in
|
Expiration time in seconds.
|
STRING |
id
|
Approval template ID.
|
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 |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
request_id
required
|
Request ID.
|
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 |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Deletes value in the associated custom field.
|
STRING |
Manages the external entities linked to a request.
Links a request to an external entity.
Parameters
Name |
Description |
Type |
external_entity_id
required
|
External entity ID.
|
INTEGER |
external_entity_ref_id
|
External entity reference ID.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
link_id
|
ID of the created relation.
|
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 |
ext_ref_id
|
External entity reference ID.
|
INTEGER |
type
|
Entity type. Always 100.
|
STRING |
status
|
Entity status. 1: Enabled, 0: Deleted.
|
BOOLEAN |
name
|
External entity name.
|
STRING |
link_id
|
Relation ID.
|
INTEGER |
ref_id
|
External entity ID.
|
INTEGER |
Manages the requests linked to a request.
Links a request to another request.
Parameters
Name |
Description |
Type |
request_ids
required
|
Request IDs to link.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
error
|
Description of the error.
|
STRING |
info
|
Description of the result.
|
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 |
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 |
ci_id
|
ID of the CI.
|
INTEGER |
Manages the request's observers.
Adds a user as observer.
Parameters
Name |
Description |
Type |
user_id
|
User ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request 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 |
author_id
required
|
Author ID.
|
INTEGER |
group_id
required
|
Help desk ID.
|
INTEGER |
agent_id
|
Agent ID.
|
INTEGER |
request_id
required
|
Request 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 |
author_id
required
|
ID of the user rejecting the request.
|
INTEGER |
request_id
required
|
ID of the request to reject.
|
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 |
exact_match
|
Indicates if the results must be an exact match or not.
|
BOOLEAN |
keyword
required
|
Keyword to search CIs.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the CIs were correctly related; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages a request reopening.
Reopens a request.
Parameters
Name |
Description |
Type |
author_id
|
User ID who reopened the ticket.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.
|
STRING |
error
|
Error code
|
STRING |
info
|
Description of the result
|
STRING |
Manages the acceptance of a request's solution.
Accepts the solution of a request.
Parameters
Name |
Description |
Type |
comment
|
Solution comment. This parameter is required if the rating is less than 4.
|
STRING |
rating
required
|
Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
|
INTEGER |
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 |
author_id
required
|
Author ID.
|
INTEGER |
description
required
|
Approval description.
|
TEXT |
request_id
required
|
Request ID.
|
INTEGER |
approval_user_id
required
|
User ID from the approval voter.
|
INTEGER |
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 |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
entity_link_id
required
|
External entity ID to link to the request status.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the waiting for another request status.
Sets the request in the waiting for another request status.
Parameters
Name |
Description |
Type |
wait_request_id
required
|
Request ID that will be waiting for.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the requests.
Lists the requests.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
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 |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
closed_at
|
Closing date 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 |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
username
|
Agent username.
|
STRING |
email
|
Agent email.
|
STRING |
id
|
Agent ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
solved_at
|
Solution date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
closed_at
|
Closing date 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 |
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 |
ci_id
|
ID of the CI.
|
STRING |
Manages open requests by customer.
Lists the open requests from a customer.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
username
|
Customer username.
|
STRING |
email
|
Customer email.
|
STRING |
id
|
Customer ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
solved_at
|
Solution date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
Manages open requests by help desk.
Lists the open requests from a help desk.
Parameters
Name |
Description |
Type |
helpdesk_id
|
Help desk ID.
|
INTEGER |
helpdesk_ids
|
Help desks IDs.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
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 |
status_ids
|
Status IDs.
|
ARRAY |
status_id
|
Status ID.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Name |
Description |
Type |
total
|
Total items.
|
INTEGER |
info
|
Description of the result.
|
STRING |
offset
|
Items skipped in the response.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs.
|
ARRAY |
limit
|
Number of items per page.
|
INTEGER |
Manages the requests from a given view ID.
Lists the requests from a view ID.
Parameters
Name |
Description |
Type |
view_id
required
|
View ID.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
offset
|
Skip this amount of requests in the response.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
requestIds
|
Request IDs returned by the view.
|
ARRAY |
limit
|
Number of items per page.
|
INTEGER |
offset
|
This amount of request were skipped in the response.
|
INTEGER |
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 |
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 |
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 |
Response
Name |
Description |
Type |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
data
|
Contains a JSON array (with pagination, 10 requests per page) representing the primary data of the requests in the request view.
|
ARRAY |
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 |
assigned_group_id
|
Help desk ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
description
|
Request description.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
solved_at
|
Solution date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
creator_id
|
Creator ID.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
Manages internal notes.
Creates an internal note.
Parameters
Name |
Description |
Type |
object_id
required
|
Entity ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
title
required
|
Note title.
|
STRING |
description
required
|
Note description.
|
STRING |
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 |
Lists all the internal notes, or one in particular.
Parameters
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
title
|
Note title.
|
STRING |
last_update
|
Last update of the note in epoch or ISO-8601 format depending on the date_format .
|
STRING |
description
|
Note description.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
last_author
|
Last author ID.
|
INTEGER |
created_at
|
Creation date of the note in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Note ID.
|
INTEGER |
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 |
Updates the info of an internal note.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
title
|
Note title.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
description
|
Note description.
|
STRING |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Manages articles from the Knowledge Base.
Creates an article.
Parameters
Name |
Description |
Type |
attachments
|
Array of attachments.
|
ARRAY |
title
required
|
Article title.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
content
required
|
Article content.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Article description.
|
STRING |
category_id
required
|
Category ID.
|
INTEGER |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.
|
STRING |
article_id
|
Article ID.
|
INTEGER |
Lists all the articles with their properties.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
id
|
Article ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
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 |
Modifies an article given a certain ID.
Parameters
Name |
Description |
Type |
title
|
Article title.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
content
|
Article content.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
id
required
|
Article ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
description
|
Article description.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Manages the attachments from a Knowledge Base article.
Adds attachments to an article.
Parameters
Name |
Description |
Type |
author_id
required
|
ID of the user in whose name the update of the article will be done.
|
INTEGER |
attachments
|
Array of attachments.
|
ARRAY |
article_id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly added; 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 |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
name
|
Attachment Filename.
|
STRING |
id
|
Attachment ID.
|
INTEGER |
url
|
Attachment URL.
|
STRING |
Deletes an attachment from an article.
Parameters
Name |
Description |
Type |
attachment_id
required
|
Attachment ID.
|
INTEGER |
article_id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Manages Knowledge Base articles by category.
Lists all the articles that belong to a certain category.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
category_id
required
|
Category ID.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
id
|
Article ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
category_id
|
Category 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 |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
id
|
Article ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
Manages Knowledge Base articles by keywords.
Searches for articles by keywords.
Parameters
Name |
Description |
Type |
limit
|
Number of results, 25 by default.
|
INTEGER |
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 |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
creation_date
|
Creation date in epoch.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
id
|
Article ID.
|
INTEGER |
search_scoring
|
Score from 0 to 1 that measures the accuracy of the search result.
|
FLOAT |
rating
|
Average scoring of the article.
|
FLOAT |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
Manages Knowledge Base categories.
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 |
status
|
Returns 'OK' if the category was correctly created; or 'ERROR' if something went wrong.
|
STRING |
category_id
|
Category ID.
|
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 |
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 |
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 |
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 |
id
|
Level ID.
|
INTEGER |
include_deleted
|
Set it to 'false' to exclude deleted levels. By default, it will retrieve deleted levels.
|
BOOLEAN |
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 |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
members_ids
|
List of members IDs that the level has.
|
ARRAY |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
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 |
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 |
name
|
Level name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Level ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
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 |
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 |
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 |
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 |
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 |
name
|
Location name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Location ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
Manages the relationships between users and locations.
Adds users to a location.
Parameters
Name |
Description |
Type |
id
required
|
Location ID.
|
INTEGER |
users
required
|
Users IDs linked to the location.
|
ARRAY |
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 |
Lists the members of a location.
Parameters
Name |
Description |
Type |
user_id
|
User ID
|
INTEGER |
id
required
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
name
|
User full name.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email.
|
STRING |
id
|
User ID.
|
INTEGER |
Removes users from a location.
Parameters
Name |
Description |
Type |
id
required
|
Location ID.
|
INTEGER |
users
required
|
Users IDs to be removed from the location.
|
ARRAY |
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 |
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.
Lists all the available time tracking records within a specific time interval or a request ID.
Parameters
Name |
Description |
Type |
from
|
Initial date and time of the interval (must be in ISO-8601 format). Required if the request_id parameter is not provided.
|
STRING |
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 |
request_id
|
Request ID. Required if the from parameter is not provided.
|
INTEGER |
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 |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Total amount of time in seconds.
|
STRING |
comment
|
Comment of the logged period.
|
STRING |
incident
|
Request ID.
|
INTEGER |
to
|
Ending date and time of the interval (in ISO 8601 format).
|
STRING |
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 |
timetracking_category_id
|
Time tracking category ID.
|
INTEGER |
timetracking_id
|
Time tracking entry ID.
|
INTEGER |
Deletes a time log entry from a request.
Parameters
Name |
Description |
Type |
user_id
required
|
Author ID.
|
INTEGER |
timetracking_id
required
|
Time tracking entry ID
|
INTEGER |
request_id
required
|
Request 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 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 |
name
|
Time tracking category name.
|
STRING |
id
|
Time tracking category ID.
|
INTEGER |
parent_id
|
Time tracking parent category ID
|
INTEGER |
cost_per_hour
|
Cost of a working hour under the category.
|
FLOAT |
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 |
executed_at
|
Execution timestamp.
|
INTEGER |
id
|
Execution ID.
|
INTEGER |
request_id
|
ID of the affected request.
|
INTEGER |
Manages users.
Creates a new user.
Parameters
Name |
Description |
Type |
other-email
|
User secondary email address.
|
STRING |
lastname
required
|
User lastname.
|
STRING |
force_password_change
|
If true, the user will be forced to change their password on the next login.
|
BOOLEAN |
fax
|
User fax number.
|
STRING |
is_external
|
An external user can't login to the system and can only interact with it via email.
|
BOOLEAN |
pass
|
User password.
|
STRING |
localization
|
Localization of the user.
|
STRING |
phone
|
User phone number.
|
STRING |
name
required
|
User name.
|
STRING |
username
required
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
send_set_password_email
|
If true, the user will receive an email with a link to set their password.
|
BOOLEAN |
email
required
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
Birthday of the user.
|
STRING |
other
|
User secondary phone number.
|
STRING |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
country
|
User country.
|
STRING |
employee_number
|
User employee number.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
Response
Name |
Description |
Type |
employee_number
|
User's employee number.
|
STRING |
lastname
|
User lastname.
|
STRING |
role_name
|
User’s role.
|
STRING |
fax
|
User fax number.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
other_email
|
User secondary email address.
|
STRING |
location
|
User localization.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
country
|
User country.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
phone
|
User phone number.
|
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 |
employee_number
|
User's employee number.
|
STRING |
lastname
|
User lastname.
|
STRING |
role_name
|
User’s role.
|
STRING |
fax
|
User fax number.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
other_email
|
User secondary email address.
|
STRING |
location
|
User localization.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
country
|
User country.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
phone
|
User phone number.
|
STRING |
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 |
Updates the info of a user.
Parameters
Name |
Description |
Type |
other-email
|
User secondary email address.
|
STRING |
lastname
|
User lastname.
|
STRING |
language
|
User language. es: Español, en: English (US), en_GB: English (UK), pt: Português, fr: Français, de: Deutsch, ca: Català, it: Italiano.
|
STRING |
fax
|
User fax number.
|
STRING |
localization
|
Localization of the user.
|
STRING |
phone
|
User phone number.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
required
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
country
|
User country.
|
STRING |
employee_number
|
User employee number.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
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 |
employee_number
|
User's employee number.
|
STRING |
lastname
|
User lastname.
|
STRING |
role_name
|
User’s role.
|
STRING |
fax
|
User fax number.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
other_email
|
User secondary email address.
|
STRING |
location
|
User localization.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
country
|
User country.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
phone
|
User phone number.
|
STRING |
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 |
password
required
|
New password.
|
STRING |
id
required
|
User ID.
|
INTEGER |
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 |
employee_number
|
User's employee number.
|
STRING |
lastname
|
User lastname.
|
STRING |
role_name
|
User’s role.
|
STRING |
fax
|
User fax number.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
other_email
|
User secondary email address.
|
STRING |
location
|
User localization.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
country
|
User country.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
phone
|
User phone number.
|
STRING |
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 |
mobile_phone
|
User mobile phone number.
|
STRING |
phones
|
User phone number of any kind (main phone number, fax number, office phone number, mobile phone number or other 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 |
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 |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
office_phone
|
User office phone number.
|
STRING |
employee_number
|
User employee number.
|
STRING |
username
|
Username.
|
STRING |
other_phone
|
User secondary phone number.
|
STRING |
fax_phone
|
User fax number.
|
STRING |
Response
Returns an array of objects (with pagination, 10 objects per page) with the following structure:
Name |
Description |
Type |
employee_number
|
User's employee number.
|
STRING |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
lastname
|
User lastname.
|
STRING |
role_name
|
User’s role.
|
STRING |
fax
|
User fax number.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
other_email
|
User secondary email address.
|
STRING |
location
|
User localization.
|
STRING |
name
|
User name.
|
STRING |
username
|
Username.
|
STRING |
department
|
User department.
|
STRING |
office
|
User office phone number.
|
STRING |
email
|
User email address.
|
STRING |
doc
|
User national ID number.
|
STRING |
city
|
User city.
|
STRING |
id
|
User ID.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
position
|
User position.
|
STRING |
address
|
User home address.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
country
|
User country.
|
STRING |
birthday
|
User birthday.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
phone
|
User phone number.
|
STRING |
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 |
locations
|
Array with the user locations.
|
ARRAY |
groups_observed
|
Array with the user observed groups.
|
ARRAY |
groups
|
Array with the user groups.
|
ARRAY |
helpdesks_observed
|
Array with the user observed helpdesks.
|
ARRAY |
companies_observed
|
Array with the user observed companies.
|
ARRAY |
helpdesks
|
Array with the user helpdesks/levels.
|
ARRAY |
companies
|
Array with the user companies.
|
ARRAY |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
id
|
User ID.
|
INTEGER |
locations_observed
|
Array with the user observed locations.
|
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 |
status
|
Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.
|
STRING |
workflow_id
|
ID of the deployed workflow.
|
INTEGER |
description
|
Confirmation message.
|
INTEGER |
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 |
associated_workflow_id
|
ID of the associated workflow.
|
INTEGER |
workflow_initial_fields
|
ARRAY with all the properties each field has.
|
ARRAY |
associated_workflow_name
|
Name of the associated workflow.
|
STRING |
category_id
|
ID of the category related to a workflow.
|
INTEGER |