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