InvGate Service Management Developer Manual

Manages the Breaking News.

POST

/breakingnews

Creates Breaking News.

Parameters

Name	Description	Type
affected_helpdesk_ids	Help desks that are affected. It is required unless there is at least one group affected.	`ARRAY`
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`
resolution_time	Estimated resolution time. Must be a timestamp (epoch format).	`INTEGER`
affected_group_ids	Groups that are affected. It is required unless there is at least one help desk affected.	`ARRAY`
title required	Breaking News title.	`STRING`
type_id required	Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.	`STRING`
id	ID of the Breaking News created.	`INTEGER`
info	Description of the result.	`STRING`

GET

/breakingnews

Returns the requested Breaking News.

Parameters

Name	Description	Type
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
id required	Breaking News ID.	`INTEGER`

Response

Name	Description	Type
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`
created_by_id	Breaking News creator ID.	`INTEGER`
body	Breaking News body.	`TEXT`
resolution_time	Resolution time in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
affected_group_ids	Array with IDs of affected groups.	`ARRAY`
title	Breaking News title.	`STRING`
id	Breaking News ID.	`INTEGER`
status_id	Breaking News status ID.	`INTEGER`
type_id	Breaking News type ID.	`INTEGER`

PUT

/breakingnews

Modifies a set of Breaking News.

Parameters

Name	Description	Type
affected_helpdesk_ids	Help desks that are affected. It is required unless there is at least one group affected.	`ARRAY`
creator_id	ID of the Breaking News' creator. If none is provided then it will be the system.	`INTEGER`
body	Breaking News body.	`TEXT`
resolution_time	Estimated resolution time. Must be a timestamp (epoch format).	`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`
id required	Breaking News ID.	`INTEGER`
status_id	Breaking News status ID. 1: Open, 2: Closed.	`INTEGER`
type_id	Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the Breaking News was correctly modified; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

Lists the Breaking News.

GET

/breakingnews.all

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
status_id	Breaking News status ID.	`INTEGER`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
created_by_id	Breaking News creator ID.	`INTEGER`
body	Breaking News body.	`TEXT`
resolution_time	Resolution time in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
affected_group_ids	Array with IDs of affected groups.	`ARRAY`
title	Breaking News title.	`STRING`
id	Breaking News ID.	`INTEGER`
affected_helpdesk_ids	Array with IDs of affected help desks.	`ARRAY`
type_id	Breaking News type ID.	`INTEGER`

Lists the status of the Breaking News.

GET

/breakingnews.attributes.status

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
id	Status ID.	`INTEGER`
name	Status name.	`STRING`

Lists all the Breaking News importance types.

GET

/breakingnews.attributes.type

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
id	Importance type ID.	`INTEGER`
name	Importance type name.	`STRING`

Manages the updates of the Breaking News.

POST

/breakingnews.status

Creates a new update to the given Breaking News.

Parameters

Name	Description	Type
is_solution	Send 1 to close Breaking News. Send 0 to keep open. Default: 0.	`BOOLEAN`
creator_id	ID of the Breaking News' creator. If none is provided then it will be the system.	`INTEGER`
id required	Breaking News ID.	`INTEGER`
body required	Breaking News body.	`TEXT`

Response

Name	Description	Type
status	Returns 'OK' if the Breaking News update was correctly created; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

GET

/breakingnews.status

Returns the updates of the requested Breaking News.

Parameters

Name	Description	Type
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
id required	Breaking News ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
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.

GET

/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`
id	Category ID.	`INTEGER`
name	Category name.	`STRING`

Manages the settings of the list type custom fields.

POST

/cf.field.options.list

Configures list type custom fields. If the key already exists, the previous value will be overwritten.

Parameters

Name	Description	Type
uid required	Custom field ID.	`INTEGER`
type required	Type of configuration to change. Types: key-value.	`STRING`
key_values required	Dictionary {key1: value1, key2: value2, ...} with key-values pairs to be added to the CF list.	`ARRAY`

Response

Name	Description	Type
total	Number of modified/added values.	`INTEGER`
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`

DELETE

/cf.field.options.list

Erases keys from the list type custom fields configuration.

Parameters

Name	Description	Type
keys required	Array [key1,key2] of keys to be erased.	`ARRAY`
uid required	Custom field ID.	`INTEGER`
type required	Type of configuration to change. Types: key-value.	`STRING`

Response

Name	Description	Type
total	Number of deleted values.	`INTEGER`
status	Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

GET

/cf.field.options.list

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.

POST

/cf.field.options.tree

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`
key	Key defined by the user; if no value is set, the hash will be used as key.	`STRING`
parent_hash	Hash value of the parent; if not set, it will be added to the root.	`STRING`
name required	Name of the option, value that the user sees when selecting.	`STRING`

Response

Name	Description	Type
status	Returns 'OK' if the custom field option was correctly added; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

DELETE

/cf.field.options.tree

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`

GET

/cf.field.options.tree

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
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`
name	Option name.	`STRING`

PUT

/cf.field.options.tree

Modifies the configuration of the tree type custom fields. If there is no such key, it will be added.

Parameters

Name	Description	Type
uid required	Custom field ID.	`INTEGER`
hash required	Hash value of the item to modify.	`STRING`
key	Key defined by the user; if no value is set the previous value will be used.	`STRING`
name	Name of the option, value that the user sees when selecting.	`STRING`

Response

Name	Description	Type
status	Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

Lists the active custom fields.

GET

/cf.fields.all

Returns a list of all the active custom fields.

Response

Returns an array of objects with the following structure:

Name	Description	Type
uid	Custom field ID.	`INTEGER`
is_required	Indicates if the custom field is required. True if it's required and false if it's not.	`BOOLEAN`
categories	Categories where custom field applies.	`STRING`
label	Custom field name.	`STRING`
type	Custom field type ID.	`INTEGER`
description	Custom field description.	`TEXT`

Custom fields by category.

GET

/cf.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.

GET

/cf.fields.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
id	Custom field type ID.	`INTEGER`
name	Custom field type name.	`STRING`

Manages configuration items from custom fields and shared custom fields by IDs.

GET

/cis.by.id

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 Management.	`ARRAY`
ci_source_id	ID of the ITAM tool integration in Service Management.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
ci_external_id	Configuration item external source ID.	`INTEGER`
ci_internal_id	Configuration item ID from Service Management.	`INTEGER`
ci_name	Configuration item name.	`STRING`

Manages companies.

POST

/companies

Creates a new company.

Parameters

Name	Description	Type
external_id	External ID.	`STRING`
name required	Company name.	`STRING`

Response

Name	Description	Type
external_id	External ID.	`STRING`
status	Returns 'OK' if the company was correctly created; or 'ERROR' if something went wrong.	`STRING`
id	ID of the created object.	`INTEGER`
name	Company name.	`STRING`

DELETE

/companies

Erases an existing company.

Parameters

Name	Description	Type
id required	Company ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the company was correctly deleted; or 'ERROR' if something went wrong.	`STRING`

GET

/companies

Returns all the active companies.

Parameters

Name	Description	Type
external_id	External ID.	`STRING`
id	Company ID.	`INTEGER`
name	Company name.	`STRING`

Response

Returns an array of companies with the following structure:

Name	Description	Type
external_id	External ID.	`STRING`
total	Users total.	`INTEGER`
id	Company ID.	`INTEGER`
name	Company name.	`STRING`

PUT

/companies

Modifies an existing company.

Parameters

Name	Description	Type
external_id	External ID.	`STRING`
id required	Company ID.	`INTEGER`
name	Company name.	`STRING`

Response

Name	Description	Type
external_id	External ID.	`STRING`
status	Returns 'OK' if the company was correctly modified; or 'ERROR' if something went wrong.	`STRING`
id	Company ID.	`INTEGER`
name	Company name.	`STRING`

Manages the relationships between users groups and companies.

POST

/companies.groups

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`

DELETE

/companies.groups

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`

GET

/companies.groups

Lists all the users groups related to a company.

Parameters

Name	Description	Type
id required	Company ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
total	Users total.	`INTEGER`
id	ID of the related group.	`INTEGER`
name	Name of the related group.	`STRING`

Manages companies observers.

POST

/companies.observers

Add users as observers to a company.

Parameters

Name	Description	Type
observer_users required	Users IDs to be added as observers.	`ARRAY`
id required	Company ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

DELETE

/companies.observers

Removes observers from a company.

Parameters

Name	Description	Type
observer_users required	Users IDs to be removed as observers.	`ARRAY`
id required	Company ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

GET

/companies.observers

Returns all active companies and their observers, or the observers for the specified companies.

Parameters

Name	Description	Type
ids	Company IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
observer_users	The observers’ users IDs.	`ARRAY`
observer_groups	The groups’ IDs that are observers of the entity.	`ARRAY`
id	Company ID.	`INTEGER`
name	Company name.	`STRING`

Manages the relationships between users and companies.

POST

/companies.users

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`

DELETE

/companies.users

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`

GET

/companies.users

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
email	User email.	`STRING`
username	Username.	`STRING`
id	User ID.	`INTEGER`
name	User full name.	`STRING`

Manages data exports.

GET

/data.export

Returns the data export URL.

Parameters

Name	Description	Type
id required	The UUID of the data export report, obtained during report configuration.	`STRING`

Response

Name	Description	Type
status	Returns 'OK' if the data export report was correctly executed; or 'ERROR' if something went wrong.	`STRING`
url	Data export report URL.	`STRING`

Manages groups.

POST

/groups

Creates a group of users.

Parameters

Name	Description	Type
name required	Group name.	`STRING`

Response

Name	Description	Type
id	ID of the created object.	`INTEGER`

DELETE

/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`

GET

/groups

Returns all active groups of users, or one in particular if an ID or name is provided.

Parameters

Name	Description	Type
id	Group ID.	`INTEGER`
name	Group name.	`STRING`

Response

Returns an array of objects with the following structure:

Name	Description	Type
total	Users total.	`INTEGER`
id	Group ID.	`INTEGER`
name	Group name.	`STRING`

Manages groups observers.

POST

/groups.observers

Add users as observers to a group.

Parameters

Name	Description	Type
observer_users required	Users IDs to be added as observers.	`ARRAY`
id required	Group ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

DELETE

/groups.observers

Removes observers from a group.

Parameters

Name	Description	Type
observer_users required	Users IDs to be removed as observers.	`ARRAY`
id required	Group ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

GET

/groups.observers

Returns all active groups and their observers, or the observers for the specified groups.

Parameters

Name	Description	Type
ids	Group IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
observer_users	The observers’ users IDs.	`ARRAY`
observer_groups	The groups’ IDs that are observers of the entity.	`ARRAY`
id	Group ID.	`INTEGER`
name	Group name.	`STRING`

Manages the relationships between users and groups.

POST

/groups.users

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`

DELETE

/groups.users

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`

GET

/groups.users

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
email	User email.	`STRING`
username	Username.	`STRING`
id	User ID.	`INTEGER`
name	User full name.	`STRING`

Manages the help desks.

GET

/helpdesks

Returns all the active help desks, or one in particular.

Parameters

Name	Description	Type
include_deleted	True if deleted help desks should be included.	`BOOLEAN`
id	Help desk ID.	`INTEGER`
name	Help desk name.	`STRING`

Response

Returns an array of objects with the following structure:

Name	Description	Type
engine_id	Help desk engine ID.	`INTEGER`
name	Help desk name.	`STRING`
total_members	Total of members.	`INTEGER`
parent_id	Help desk parent ID.	`INTEGER`
status_id	Help desk status ID.	`INTEGER`
id	Help desk ID.	`INTEGER`

Manages help desks observers.

POST

/helpdesks.observers

Add users as observers to a help desk.

Parameters

Name	Description	Type
observer_users required	Users IDs to be added as observers.	`ARRAY`
id required	Help Desk ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

DELETE

/helpdesks.observers

Removes observers from a help desk.

Parameters

Name	Description	Type
observer_users required	Users IDs to be removed as observers.	`ARRAY`
id required	Help Desk ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

GET

/helpdesks.observers

Returns all active help desks and their observers, or the observers for the specified help desks.

Parameters

Name	Description	Type
ids	Help Desk IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
observer_users	The observers’ users IDs.	`ARRAY`
observer_groups	The groups’ IDs that are observers of the entity.	`ARRAY`
id	Help Desk ID.	`INTEGER`
name	Help Desk name.	`STRING`

Manages help desks and levels.

GET

/helpdesksandlevels

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
status_id	Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.	`INTEGER`
level_order	If it's a level, indicates the order.	`INTEGER`
name	If it is a help desk, indicates the name.	`STRING`
members_ids	Members IDs.	`ARRAY`
total_members	Total of members.	`INTEGER`
id	Level ID.	`INTEGER`
engine_id	Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.	`INTEGER`
parent_id	Parent ID.	`INTEGER`

Manages a request.

POST

/incident

Creates a new request in the system. To include custom fields, read this guide.

Parameters

Name	Description	Type
creator_id required	Creator ID.	`INTEGER`
location_id	Location ID.	`INTEGER`
date	Occurred on timestamp in epoch format.	`STRING`
customer_id required	Client ID.	`INTEGER`
title required	Request title.	`STRING`
source_id	Source ID.	`INTEGER`
type_id required	Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6	`INTEGER`
priority_id required	Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5	`INTEGER`
category_id required	Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET	`INTEGER`
attachments	Array of request's attachments.	`ARRAY`
related_to	Requests IDs to link.	`ARRAY`
description	Request description. Required for requests and Workflows with descriptions.	`TEXT`

Response

Name	Description	Type
status	Returns 'OK' if the request was correctly created; or 'ERROR' if something went wrong.	`STRING`
request_id	ID of the created request.	`INTEGER`
info	Description of the result.	`STRING`

GET

/incident

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`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
id required	Request ID.	`INTEGER`

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`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
id	Request ID.	`INTEGER`
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`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Request title.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`STRING`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
rating	Stars given to the solution. If there's no rating, this field won't be shown.	`INTEGER`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
description	Request description.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`

PUT

/incident

Change attributes of a request.

Parameters

Name	Description	Type
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
location_id	Location ID.	`INTEGER`
date	Occurred on timestamp.	`STRING`
customer_id	Client ID.	`INTEGER`
title	Request title.	`STRING`
source_id	Source ID.	`INTEGER`
type_id	Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6	`INTEGER`
priority_id	Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5	`INTEGER`
reassignment	Set to true to reassign the request to a help desk according to the new properties.	`BOOLEAN`
category_id	Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET	`INTEGER`
id required	Request ID.	`INTEGER`
description	Request description.	`TEXT`

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`
attachments	Array with the IDs of the attachments.	`ARRAY`
location_id	Location ID.	`INTEGER`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
id	Request ID.	`INTEGER`
description	Request description.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
title	Request title.	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`

Manages the approvals instances of a request.

GET

/incident.approval

Lists the approvals instances that the given request has.

Parameters

Name	Description	Type
only_pending	When set to true, it only returns pending approvals.	`BOOLEAN`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
approval_request_description	Description of the approval.	`TEXT`
created_at	Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
type	Type ID of the approval. 1: Predefined approval, 2: Spontaneous 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`
id	ID of the approval instance.	`INTEGER`
author_id	Author ID of the approval.	`INTEGER`

Manages the acceptance of an approval.

PUT

/incident.approval.accept

Accepts an approval.

Parameters

Name	Description	Type
approval_id required	Approval ID to be accepted.	`INTEGER`
note	Note for the approval acceptance.	`STRING`
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.

POST

/incident.approval.add_voter

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.

PUT

/incident.approval.cancel

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.

GET

/incident.approval.possible_voters

Lists users that could accept or reject the approval.

Parameters

Name	Description	Type
approval_id required	Approval ID.	`INTEGER`
only_pending	When set to true, it only returns voters who have not voted.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

Name	Description	Type
status	Approval status ID. -2: Annulled, -1: Waiting, 0: Rejected, 1: Approved, 2:Expired.	`INTEGER`
id	User ID.	`INTEGER`

Manages the rejection of an approval.

PUT

/incident.approval.reject

Rejects an approval.

Parameters

Name	Description	Type
approval_id required	Approval ID to be rejected.	`INTEGER`
note	Note for the approval rejection.	`STRING`
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.

GET

/incident.approval.status

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.

GET

/incident.approval.type

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.

GET

/incident.approval.vote_status

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.

GET

/incident.attachment

Returns the requested attachment.

Parameters

Name	Description	Type
id required	Attachment ID.	`INTEGER`

Response

Name	Description	Type
hash	Hash of the attached file.	`STRING`
url	URL of the attached file.	`STRING`
id	ID of the attached file.	`INTEGER`
extension	Extension of the attached file.	`STRING`
name	Name of the attached file.	`STRING`

Lists all the priorities.

GET

/incident.attributes.priority

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
id	Priority ID.	`INTEGER`
name	Priority name.	`STRING`

Lists all the requests sources.

GET

/incident.attributes.source

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
id	Source ID.	`INTEGER`
name	Source name.	`STRING`

Lists all the status.

GET

/incident.attributes.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
id	Status ID.	`INTEGER`
name	Status name.	`STRING`

Lists all the types.

GET

/incident.attributes.type

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
id	Type ID.	`INTEGER`
name	Type name.	`STRING`

Manages the cancellation of a request.

POST

/incident.cancel

Cancel a request.

Parameters

Name	Description	Type
comment	Cancellation message	`STRING`
request_id required	ID of the request to cancel.	`INTEGER`
author_id required	ID of the user cancelling the request.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the request was correctly cancelled; or 'ERROR' if something went wrong.	`STRING`

Manages the collaborators of the requests.

POST

/incident.collaborator

Requests collaboration from the defined user.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`
users_id	Users IDs.	`ARRAY`
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`

GET

/incident.collaborator

Lists the collaborators IDs.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of the collaborators' IDs.

Name	Description	Type
id	Collaborator ID.	`ARRAY`

Manages the replies from a given request.

POST

/incident.comment

Adds a reply to a request.

Parameters

Name	Description	Type
comment required	Comment to be added.	`TEXT`
is_solution	Mark as solution. 1: Is solution, 0: Is not solution.	`BOOLEAN`
attachments	Attachments IDs.	`ARRAY`
customer_visible	Mark as internal. 0: Internal, 1: Public.	`BOOLEAN`
is_propagation	Mark as propagation comment. 1: Is propagation comment, 0: Is not propagation comment.	`BOOLEAN`
request_id required	Request ID.	`INTEGER`
author_id required	Author ID.	`INTEGER`

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`

GET

/incident.comment

Gets the replies from a given request.

Parameters

Name	Description	Type
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`
request_id required	Request ID.	`INTEGER`
decoded_special_characters	Indicate if the message is returned decoded. If null, coded format is returned.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

Name	Description	Type
incident_id	Request ID.	`INTEGER`
created_at	Creation time in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
msg_num	Number of the message in the request.	`INTEGER`
message	Message of the comment.	`STRING`
reference	ID of the comment that is replying to.	`INTEGER`
is_solution	Indicates if this comment is the solution of the request. 1: if is the solution, 0: if not.	`BOOLEAN`
customer_visible	Indicates if the comment is internal or not. 0: Internal, 1: Public.	`BOOLEAN`
attachments	Attachment IDs.	`ARRAY`
id	Comment ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

Manages the custom approvals.

POST

/incident.custom_approval

Requests a custom approval in the given request.

Parameters

Name	Description	Type
approval_id required	Custom approval ID.	`INTEGER`
description	Custom approval description.	`TEXT`
request_id required	Request 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`

GET

/incident.custom_approval

Lists the custom approvals templates that the given request has.

Parameters

Name	Description	Type
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
request_id required	Request ID.	`INTEGER`

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
expired_approved	Indicates the action when the approval expires. 1: Approve, 2: Reject.	`INTEGER`
id	Approval template ID.	`INTEGER`
expired_in	Expiration time in seconds.	`STRING`
title	Approval title.	`STRING`
description_required	Indicates if the description is required or not. 0: Required, 1: Not required.	`BOOLEAN`
created_at	Creation time in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
wf_item_id	ID of the phase of the associated workflow.	`INTEGER`
pause_sla	Indicates if the approval pauses the SLA. 1: Pause, 0: Do not pause.	`BOOLEAN`
status	Approval status ID. 1: Active, -1: Deleted.	`INTEGER`
description_prompt	Template description.	`STRING`
description	Approval description.	`STRING`
wf_process_id	ID of the associated workflow.	`INTEGER`

Manages the custom fields from a request.

POST

/incident.custom_field

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`
custom_field_uid required	Custom field UID.	`INTEGER`
request_id required	Request ID.	`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`

DELETE

/incident.custom_field

Deletes value in the associated custom field.

Parameters

Name	Description	Type
custom_field_uid required	Custom field UID.	`INTEGER`
request_id required	Request ID.	`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`

PATCH

/incident.custom_field

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.

Response

Name	Description	Type
status	Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.	`STRING`
info	Deletes value in the associated custom field.	`STRING`

Manages the external entities linked to a request.

POST

/incident.external_entity

Links a request to an external entity.

Parameters

Name	Description	Type
external_entity_ref_id	External entity reference ID.	`STRING`
request_id required	Request ID.	`INTEGER`
external_entity_id required	External entity ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`
link_id	ID of the created relation.	`STRING`

GET

/incident.external_entity

Lists all the external entities linked to a request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
status	Entity status. 1: Enabled, 0: Deleted.	`BOOLEAN`
ext_ref_id	External entity reference ID.	`INTEGER`
name	External entity name.	`STRING`
type	Entity type. Always 100.	`STRING`
ref_id	External entity ID.	`INTEGER`
link_id	Relation ID.	`INTEGER`

Manages the requests linked to a request.

POST

/incident.link

Links a request to another request.

Parameters

Name	Description	Type
request_ids required	Request IDs to link.	`ARRAY`
request_id required	Request ID.	`INTEGER`

Response

Name	Description	Type
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`

GET

/incident.link

Lists all the linked requests from a given request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Related request title.	`STRING`
id	Related request ID.	`INTEGER`

Manages the linked assets counters.

GET

/incident.linked_cis.counters.from

Returns counters with the number of incidents of each status.

Parameters

Name	Description	Type
from required	Date timestamp from which the counters are picked.	`INTEGER`
cis_source_id required	ID of the ITAM tool integration in Service Desk.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
group	Name of the group for this CI.	`STRING`
requests	An object that contains two arrays: one counting linked CIs by request status and the other counting linked CIs by request type (only for open requests).	`ARRAY`
ci_id	ID of the CI.	`INTEGER`

Manages the request's observers.

POST

/incident.observer

Adds a user as observer.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`
users_id	Users IDs.	`ARRAY`
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`

GET

/incident.observer

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.

POST

/incident.reassign

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.

POST

/incident.reject

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.

POST

/incident.relate.ci.by.keyword

Relates a request to every CI that matches a certain keyword.

Parameters

Name	Description	Type
keyword required	Keyword to search CIs.	`STRING`
exact_match	Indicates if the results must be an exact match or not.	`BOOLEAN`
request_id required	Request ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the CIs were correctly related; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`

Manages a request reopening.

PUT

/incident.reopen

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.

PUT

/incident.solution.accept

Accepts the solution of a request.

Parameters

Name	Description	Type
comment	Solution comment. This parameter is required if the rating is less than 4.	`STRING`
id required	Request ID.	`INTEGER`
rating required	Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the solution was correctly accepted; or 'ERROR' if something went wrong.	`STRING`

Manages the rejection of a request's solution.

PUT

/incident.solution.reject

Rejects the solution of a request.

Parameters

Name	Description	Type
comment required	Rejection reason.	`STRING`
id required	Request ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the solution was correctly rejected; or 'ERROR' if something went wrong.	`STRING`

Manages the spontaneous approvals from a request.

POST

/incident.spontaneous_approval

Creates a spontaneous approval.

Parameters

Name	Description	Type
approval_user_id required	User ID from the approval voter.	`INTEGER`
request_id required	Request ID.	`INTEGER`
description required	Approval description.	`TEXT`
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.

POST

/incident.waitingfor.agent

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.

POST

/incident.waitingfor.customer

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.

POST

/incident.waitingfor.date

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.

POST

/incident.waitingfor.external_entity

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.

POST

/incident.waitingfor.incident

Sets the request in the waiting for another request status.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`
wait_request_id required	Request ID that will be waiting for.	`INTEGER`

Response

Name	Description	Type
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.

GET

/incidents

Lists the requests.

Parameters

Name	Description	Type
ids required	Request IDs.	`ARRAY`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
comments	When set to true, it includes the comments of the request.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

Name	Description	Type
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
id	Request ID.	`INTEGER`
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`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Request title.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
rating	Stars given to the solution. If there's no rating, this field won't be shown.	`INTEGER`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
description	Request description.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`

Open requests by agent.

GET

/incidents.by.agent

Lists the requests from a given agent.

Parameters

Name	Description	Type
username	Agent username.	`STRING`
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
email	Agent email.	`STRING`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
id	Agent ID.	`INTEGER`
limit	Number of items per page.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
created_at	Creation date in epoch.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
pretty_id	Request pretty ID as configured on the Service Management instance.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
id	Request ID.	`INTEGER`
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`
date_ocurred	Occurrence date in epoch.	`STRING`
title	Request title.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
closed_at	Closing date in epoch.	`STRING`
description	Request description.	`STRING`
solved_at	Solution date in epoch.	`STRING`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`

Manages requests linked to CIs.

GET

/incidents.by.cis

Returns all the requests linked to a CI, considering its IDs, its groups and the ID of the integration it belongs to.

Parameters

Name	Description	Type
group required	Name of the group the CIs belong to. Possible values are ‘Asset’ or ‘BusinessApplication’.	`STRING`
ci_ids required	IDs of the CIs.	`ARRAY`
cis_source_id required	ID of the ITAM tool integration in Service Management.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
group	Name of the group for this CI.	`STRING`
requests	An object that contains two arrays, one listing linked CIs by request status and the other counting linked CIs by request type, only for open requests.	`ARRAY`
ci_id	ID of the CI.	`STRING`

Manages open requests by customer.

GET

/incidents.by.customer

Lists the open requests from a customer.

Parameters

Name	Description	Type
username	Customer username.	`STRING`
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
email	Customer email.	`STRING`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
id	Customer ID.	`INTEGER`
limit	Number of items per page.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
created_at	Creation date in epoch.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
id	Request ID.	`INTEGER`
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`
date_ocurred	Occurrence date in epoch.	`STRING`
title	Request title.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
closed_at	Closing date in epoch.	`STRING`
description	Request description.	`STRING`
solved_at	Solution date in epoch.	`STRING`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`

Manages open requests by help desk.

GET

/incidents.by.helpdesk

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 open requests by sentiment.

GET

/incidents.by.sentiment

Lists the open requests from a sentiment.

Parameters

Name	Description	Type
offset	Skip this number of items in the response.	`INTEGER`
sentiment_ids	Sentiments IDs.	`ARRAY`
limit	Number of items per page.	`INTEGER`
sentiment_id	Sentiment ID. [negative\|positive\|neutral]	`STRING`

Response

Name	Description	Type
requestIds	Request IDs.	`ARRAY`
offset	Items skipped in the response.	`INTEGER`
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`

Manages the open requests by status.

GET

/incidents.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`
limit	Number of items per page.	`INTEGER`
status_id	Status ID.	`INTEGER`
status_ids	Status IDs.	`ARRAY`

Response

Name	Description	Type
offset	Items skipped in the response.	`INTEGER`
requestIds	Request IDs.	`ARRAY`
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`
info	Description of the result.	`STRING`

Manages the requests from a given view ID.

GET

/incidents.by.view

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
requestIds	Request IDs returned by the view.	`ARRAY`
offset	This amount of request were skipped in the response.	`INTEGER`
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.

GET

/incidents.details.by.view

Lists the requests with their details from a view ID.

Parameters

Name	Description	Type
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`
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`
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
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`
data	Contains a JSON array (with pagination, 1000 requests per page) representing the primary data of the requests in the request view.	`ARRAY`

Manages the requests that were created within the last hour.

GET

/incidents.last.hour

Lists all the requests that were created within the last hour.

Parameters

Name	Description	Type
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
limit	Number of items per page.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
created_at	Creation date in epoch.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
priority_id	Priority ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
id	Request ID.	`INTEGER`
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`
date_ocurred	Occurrence date in epoch.	`STRING`
title	Request title.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
type_id	Type ID.	`INTEGER`
status_id	Status ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
rating	Stars given to the solution. If there's no rating, this field won't be shown.	`INTEGER`
closed_at	Closing date in epoch.	`STRING`
description	Request description.	`STRING`
solved_at	Solution date in epoch.	`STRING`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`

Manages internal notes.

POST

/internalnotes

Creates an internal note.

Parameters

Name	Description	Type
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`
title required	Note title.	`STRING`
description required	Note description.	`STRING`
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`

DELETE

/internalnotes

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`

GET

/internalnotes

Lists all the internal notes, or one in particular.

Parameters

Name	Description	Type
object_id	Entity ID.	`INTEGER`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
id required	Note ID.	`INTEGER`
object_type	Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
created_at	Creation date of the note in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Note title.	`STRING`
object_type	Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.	`INTEGER`
object_id	Entity ID.	`INTEGER`
last_author	Last author ID.	`INTEGER`
description	Note description.	`STRING`
last_update	Last update of the note in epoch or ISO-8601 format depending on the date_format .	`STRING`
id	Note ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

PUT

/internalnotes

Updates the info of an internal note.

Parameters

Name	Description	Type
description	Note description.	`STRING`
title	Note title.	`STRING`
id required	Note ID.	`INTEGER`
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`

Manages articles from the Knowledge Base.

POST

/kb.articles

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`
is_private	Mark as private. 1: Is private. 0: Is public.	`BOOLEAN`
attachments	Array of attachments.	`ARRAY`
category_id required	Category ID.	`INTEGER`
content required	Article content.	`STRING`
title required	Article title.	`STRING`
description	Article description.	`STRING`
author_id required	Author ID.	`INTEGER`

Response

Name	Description	Type
article_id	Article ID.	`INTEGER`
status	Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.	`STRING`

DELETE

/kb.articles

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`

GET

/kb.articles

Lists all the articles with their properties.

Parameters

Name	Description	Type
offset	Skip this number of items in the response.	`INTEGER`
order_by	Attribute upon which the sorting of the results will be performed. "last_update_date" if they should be sorted by the articles last update date. If null, articles will be returned sorted by ID	`STRING`
sort_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, articles will be returned sorted in ascending order.	`STRING`
limit	Number of items per page.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
responsible_id	Responsible ID.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
views	Amount of views that the article has.	`INTEGER`
is_private	If the article is private or not.	`BOOLEAN`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
rating	Average scoring of the article.	`FLOAT`
title	Article title.	`STRING`
category_id	Category ID.	`INTEGER`
content	Content of the article.	`STRING`
creation_date	Creation date in epoch.	`STRING`
id	Article ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

PUT

/kb.articles

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`
is_private	Mark as private. 1: Is private. 0: Is public.	`BOOLEAN`
category_id	Category ID.	`INTEGER`
content	Article content.	`STRING`
title	Article title.	`STRING`
id required	Article ID.	`INTEGER`
description	Article description.	`STRING`
author_id required	Author ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the article was correctly modified; or 'ERROR' if something went wrong.	`STRING`

Manages the attachments from a Knowledge Base article.

POST

/kb.articles.attachments

Adds attachments to an article.

Parameters

Name	Description	Type
article_id required	Article ID.	`INTEGER`
attachments	Array of attachments.	`ARRAY`
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`

DELETE

/kb.articles.attachments

Deletes an attachment from an article.

Parameters

Name	Description	Type
article_id required	Article ID.	`INTEGER`
attachment_id required	Attachment ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the attachment was correctly deleted; or 'ERROR' if something went wrong.	`STRING`

GET

/kb.articles.attachments

Lists the attachments from an article.

Parameters

Name	Description	Type
article_id required	Article ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
url	Attachment URL.	`STRING`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
id	Attachment ID.	`INTEGER`
name	Attachment Filename.	`STRING`

Manages Knowledge Base articles by category.

GET

/kb.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`
visibility	Visibility type of the articles to fetch. 1 => Private, 2 => Registered Users, 3 => Public.	`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
responsible_id	Responsible ID.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
views	Amount of views that the article has.	`INTEGER`
is_private	If the article is private or not.	`BOOLEAN`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
rating	Average scoring of the article.	`FLOAT`
title	Article title.	`STRING`
category_id	Category ID.	`INTEGER`
content	Content of the article.	`STRING`
creation_date	Creation date in epoch.	`STRING`
id	Article ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

Manages Knowledge Base articles by ID.

GET

/kb.articles.by.ids

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
responsible_id	Responsible ID.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
views	Amount of views that the article has.	`INTEGER`
is_private	If the article is private or not.	`BOOLEAN`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
rating	Average scoring of the article.	`FLOAT`
title	Article title.	`STRING`
category_id	Category ID.	`INTEGER`
content	Content of the article.	`STRING`
creation_date	Creation date in epoch.	`STRING`
id	Article ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

Manages Knowledge Base articles by keywords.

GET

/kb.articles.by.keywords

Searches for articles by keywords.

Parameters

Name	Description	Type
limit	Number of results, 25 by default.	`INTEGER`
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`

Response

Returns an array of objects with the following structure:

Name	Description	Type
responsible_id	Responsible ID.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
views	Amount of views that the article has.	`INTEGER`
is_private	If the article is private or not.	`BOOLEAN`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
rating	Average scoring of the article.	`FLOAT`
title	Article title.	`STRING`
category_id	Category ID.	`INTEGER`
search_scoring	Score from 0 to 1 that measures the accuracy of the search result.	`FLOAT`
content	Content of the article.	`STRING`
creation_date	Creation date in epoch.	`STRING`
id	Article ID.	`INTEGER`
author_id	Author ID.	`INTEGER`

Manages Knowledge Base categories.

POST

/kb.categories

Creates a new Knowledge Base category.

Parameters

Name	Description	Type
parent_id	Category Parent ID.	`INTEGER`
name required	Category name.	`STRING`

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`

DELETE

/kb.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`

GET

/kb.categories

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`

PUT

/kb.categories

Modifies a Knowledge Base category.

Parameters

Name	Description	Type
parent_id	Category parent ID.	`INTEGER`
id required	Category ID.	`INTEGER`
name	Category name.	`STRING`

Response

Name	Description	Type
status	Returns 'OK' if the category was correctly modified; or 'ERROR' if something went wrong.	`STRING`

Manages Knowledge Base categories by IDs.

GET

/kb.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.

GET

/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
status_id	Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.	`INTEGER`
level_order	Level order.	`INTEGER`
members_ids	List of members IDs that the level has.	`ARRAY`
total_members	Total amount of members that the level has.	`INTEGER`
id	Level ID.	`INTEGER`
engine_id	Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.	`INTEGER`

Manages help desk levels observers.

POST

/levels.observers

Add users as observers to a help desk level.

Parameters

Name	Description	Type
observer_users required	Users IDs to be added as observers.	`ARRAY`
id required	Level ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

DELETE

/levels.observers

Removes observers from a help desk level.

Parameters

Name	Description	Type
observer_users required	Users IDs to be removed as observers.	`ARRAY`
id required	Level ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

GET

/levels.observers

Returns all active help desk levels and their observers, or the observers for the specified help desk levels.

Parameters

Name	Description	Type
ids	Level IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
observer_users	The observers’ users IDs.	`ARRAY`
observer_groups	The groups’ IDs that are observers of the entity.	`ARRAY`
id	Level ID.	`INTEGER`
name	Level name.	`STRING`

Manages locations.

POST

/locations

Creates a location.

Parameters

Name	Description	Type
parent_id	Parent location ID.	`INTEGER`
name required	Location name.	`STRING`

Response

Name	Description	Type
id	Location ID.	`INTEGER`

DELETE

/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`

GET

/locations

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
parent_id	Parent location ID.	`INTEGER`
total	Number of users with this location.	`INTEGER`
id	Location ID.	`INTEGER`
name	Location name.	`STRING`

Manages locations observers.

POST

/locations.observers

Add users as observers to a location.

Parameters

Name	Description	Type
observer_users required	Users IDs to be added as observers.	`ARRAY`
id required	Location ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

DELETE

/locations.observers

Removes observers from a location.

Parameters

Name	Description	Type
observer_users required	Users IDs to be removed as observers.	`ARRAY`
id required	Location ID.	`INTEGER`

Response

Name	Description	Type
id	User ID.	`INTEGER`
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`

GET

/locations.observers

Returns all active locations and their observers, or the observers for the specified locations.

Parameters

Name	Description	Type
ids	Location IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
observer_users	The observers’ users IDs.	`ARRAY`
observer_groups	The groups’ IDs that are observers of the entity.	`ARRAY`
id	Location ID.	`INTEGER`
name	Location name.	`STRING`

Manages the relationships between users and locations.

POST

/locations.users

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
id	Location ID.	`INTEGER`
value	Returns 'true' if the user was correctly associated with the location or 'false' if it wasn't.	`BOOLEAN`

DELETE

/locations.users

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
id	Location ID.	`INTEGER`
value	Returns 'true' if the user was correctly removed from the location or 'false' if it wasn't.	`BOOLEAN`

GET

/locations.users

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
email	User email.	`STRING`
username	Username.	`STRING`
id	User ID.	`INTEGER`
name	User full name.	`STRING`

Returns the current version of the InvGate Service Management instance.

GET

/sd.version

Returns the current version of the InvGate Service Management instance.

Response

Returns a string with the current version of InvGate Service Management.

Name	Description	Type
version	InvGate Service Management version.	`STRING`

Retrieves time tracking records.

DELETE

/timetracking

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`

GET

/timetracking

Lists all the available time tracking records within a specific time interval or a request ID.

Parameters

Name	Description	Type
to	Ending date and time of the interval (must be in ISO-8601 format). If it's not specified, the current time will be used.	`STRING`
from	Initial date and time of the interval (must be in ISO-8601 format). Required if the request_id parameter is not provided.	`STRING`
date_format	Indicate the date format. The available formats are 'iso8601noT' or 'iso8601'. If null, 'iso8601noT' format is returned, which is ISO-8601 no T (YYYY-mm-dd H:i).	`STRING`
request_id	Request ID. Required if the from parameter is not provided.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
timetracking_id	Time tracking entry ID.	`INTEGER`
comment	Comment of the logged period.	`STRING`
incident	Request ID.	`INTEGER`
user_id	Author ID.	`INTEGER`
total	Total amount of time in seconds.	`STRING`
status	Time tracking entry status. 1: Enabled, 0: Deleted.	`INTEGER`
to	Ending date and time of the interval (in ISO 8601 format).	`STRING`
from	Initial date and time of the interval (in ISO 8601 format).	`STRING`
timetracking_category_id	Time tracking category ID.	`INTEGER`

GET

/timetracking.attributes.category

Lists all the time tracking categories, or the required one if an ID is provided.

Parameters

Name	Description	Type
id	Time tracking category ID.	`INTEGER`

Response

Name	Description	Type
cost_per_hour	Cost of a working hour under the category.	`FLOAT`
name	Time tracking category name.	`STRING`
id	Time tracking category ID.	`INTEGER`
parent_id	Time tracking parent category ID	`INTEGER`

Gets user defined triggers.

GET

/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
id	Trigger ID.	`INTEGER`
trigger_name	Trigger name.	`STRING`

Gets a list of user defined triggers that were executed in the last hour.

GET

/triggers.executions

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
request_id	ID of the affected request.	`INTEGER`
id	Execution ID.	`INTEGER`
trigger_id	Trigger ID.	`INTEGER`
executed_at	Execution timestamp.	`INTEGER`

Manages users.

POST

/user

Creates a new user.

Parameters

Name	Description	Type
name required	User name.	`STRING`
send_set_password_email	If true, the user will receive an email with a link to set their password.	`BOOLEAN`
mobile	User mobile phone number.	`STRING`
office	User office phone number.	`STRING`
birthday	Birthday of the user.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
force_password_change	If true, the user will be forced to change their password on the next login.	`BOOLEAN`
is_external	An external user can't login to the system and can only interact with it via email.	`BOOLEAN`
employee_number	User employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname required	User lastname.	`STRING`
city	User city.	`STRING`
email required	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
pass	User password.	`STRING`
other-email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`
localization	Localization of the user.	`STRING`

Response

Name	Description	Type
location	User localization.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
name	User name.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
mobile	User mobile phone number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
role_name	User’s role.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
employee_number	User's employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other_email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`

DELETE

/user

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`

GET

/user

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
location	User localization.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
name	User name.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
mobile	User mobile phone number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
role_name	User’s role.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
employee_number	User's employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other_email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`

PUT

/user

Updates the info of a user.

Parameters

Name	Description	Type
department	User department.	`STRING`
mobile	User mobile phone number.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
id required	User ID.	`INTEGER`
language	User language. es: Español, en: English (US), en_GB: English (UK), pt: Português, fr: Français, de: Deutsch, ca: Català, it: Italiano, nl: Nederlands, el: Ελληνικά.	`STRING`
employee_number	User employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
name	User name.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other-email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`
localization	Localization of the user.	`STRING`

Response

Name	Description	Type
status	Returns 'OK' if the user was correctly updated; or 'ERROR' if something went wrong.	`STRING`

Fetches users by username or email.

GET

/user.by

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
email	User email address.	`STRING`
username	Username.	`STRING`

Response

Name	Description	Type
location	User localization.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
name	User name.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
mobile	User mobile phone number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
role_name	User’s role.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
employee_number	User's employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other_email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`

Changes the user type by converting it from external into internal user.

POST

/user.convert

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.

PUT

/user.disable

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.

PUT

/user.enable

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.

PUT

/user.password

Changes the password of a user.

Parameters

Name	Description	Type
password required	New password.	`STRING`
force_password_change	If true, the user will be forced to change their password on the next login.	`BOOLEAN`
id required	User ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the password has been successfully changed; or 'ERROR' if something went wrong.	`STRING`

Resets the user's password and sends an action required email to the user.

POST

/user.password.reset

Sends an email to the user requesting a new password.

Parameters

Name	Description	Type
type required	Either 'NEW_USER' for new users or 'RESET_PASSWORD' for existing ones.	`STRING`
id required	User ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the password has been successfully reset; or 'ERROR' if something went wrong.	`STRING`

Creates a session token for a user.

POST

/user.token

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.

GET

/users

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`
include_disabled	True if disabled users should be included.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

Name	Description	Type
location	User localization.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
name	User name.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
mobile	User mobile phone number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
role_name	User’s role.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
employee_number	User's employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other_email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`

Fetches users by username, email or any phone numbers.

GET

/users.by

Retrieves users matching username, email or any of their phone numbers and displays basic information about them.

Parameters

Name	Description	Type
fax_phone	User fax number.	`STRING`
employee_number	User employee number.	`STRING`
other_phone	User secondary phone number.	`STRING`
office_phone	User office phone number.	`STRING`
exact_match	Indicate if the search should return results if (and only if) there are users with an identical value to the parameter. True if the match is exact. If this parameter is not provided then the search will return any users where the search term is contained in the parameter.	`BOOLEAN`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
phone	User 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`
username	Username.	`STRING`
mobile_phone	User mobile phone number.	`STRING`
email	User email address.	`STRING`
phones	User phone number of any kind (main phone number, fax number, office phone number, mobile phone number or other phone number).	`STRING`

Response

Returns an array of objects (with pagination, 10 objects per page) with the following structure:

Name	Description	Type
location	User localization.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
name	User name.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
mobile	User mobile phone number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
role_name	User’s role.	`STRING`
office	User office phone number.	`STRING`
birthday	User birthday.	`STRING`
username	Username.	`STRING`
fax	User fax number.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
employee_number	User's employee number.	`STRING`
country	User country.	`STRING`
position	User position.	`STRING`
lastname	User lastname.	`STRING`
city	User city.	`STRING`
email	User email address.	`STRING`
department	User department.	`STRING`
phone	User phone number.	`STRING`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
address	User home address.	`STRING`
other	User secondary phone number.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other_email	User secondary email address.	`STRING`
doc	User national ID number.	`STRING`

Retrieves user's groups, companies, helpdesks and locations.

GET

/users.groups

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
helpdesks	Array with the user helpdesks/levels.	`ARRAY`
groups	Array with the user groups.	`ARRAY`
username	Username.	`STRING`
companies	Array with the user companies.	`ARRAY`
helpdesks_observed	Array with the user observed helpdesks.	`ARRAY`
locations_observed	Array with the user observed locations.	`ARRAY`
email	User email address.	`STRING`
groups_observed	Array with the user observed groups.	`ARRAY`
id	User ID.	`INTEGER`
companies_observed	Array with the user observed companies.	`ARRAY`
locations	Array with the user locations.	`ARRAY`

Deploys a workflow.

PUT

/wf.deploy

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
workflow_id	ID of the deployed workflow.	`INTEGER`
status	Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.	`STRING`
description	Confirmation message.	`INTEGER`

Lists the initial fields needed to create a request from a workflow.

GET

/wf.initialfields.by.category

Lists the initial fields needed to create a request from a workflow.

Parameters

Name	Description	Type
category_id required	ID of the category related to a workflow.	`INTEGER`

Response

Name	Description	Type
associated_workflow_id	ID of the associated workflow.	`INTEGER`
workflow_initial_fields	ARRAY with all the properties each field has.	`ARRAY`
associated_workflow_name	Name of the associated workflow.	`STRING`
category_id	ID of the category related to a workflow.	`INTEGER`

InvGate Service Management Developer Manual

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