InvGate Service Management Developer Manual

Manages the Breaking News.

POST

/breakingnews

Creates Breaking News.

Parameters

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

Response

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

PUT

/breakingnews

Modifies a set of Breaking News.

Parameters

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

GET

/breakingnews

Returns the requested Breaking News.

Parameters

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

Response

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

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
body	Breaking News body.	`TEXT`
created_by_id	Breaking News creator ID.	`INTEGER`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
affected_helpdesk_ids	Array with IDs of affected help desks.	`ARRAY`
affected_group_ids	Array with IDs of affected groups.	`ARRAY`
type_id	Breaking News type ID.	`INTEGER`
id	Breaking News ID.	`INTEGER`
resolution_time	Resolution time in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Breaking News title.	`STRING`
status_id	Breaking News status 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
id required	Breaking News ID.	`INTEGER`
body required	Breaking News body.	`TEXT`
creator_id	ID of the Breaking News' creator. If none is provided then it will be the system.	`INTEGER`
is_solution	Send 1 to close Breaking News. Send 0 to keep open. Default: 0.	`BOOLEAN`

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
body	Body of the update.	`TEXT`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
creator_id	Breaking News creator ID.	`INTEGER`

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
id	Category ID.	`INTEGER`
name	Category name.	`STRING`
parent_category_id	Category parent ID.	`INTEGER`

Manages the settings of the list type custom fields.

DELETE

/cf.field.options.list

Erases keys from the list type custom fields configuration.

Parameters

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

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`

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

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`

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.

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`

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
name required	Name of the option, value that the user sees when selecting.	`STRING`
parent_hash	Hash value of the parent; if not set, it will be added to the root.	`STRING`
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`

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`

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

Response

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

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
name	Option name.	`STRING`
children	Array of the option's children.	`ARRAY`
key	Key defined by the user for the option.	`STRING`
hash	The unique internal identifier of the option.	`STRING`

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
type	Custom field type ID.	`INTEGER`
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`
description	Custom field description.	`TEXT`
label	Custom field name.	`STRING`

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 the active shared custom fields.

GET

/cf.fields.shared.all

Returns a list of all the active shared custom fields.

Response

Returns an array of objects with the following structure:

Name	Description	Type
type	Shared custom field type ID.	`INTEGER`
description	Shared custom field description.	`TEXT`
uid	Shared custom field ID.	`INTEGER`
label	Shared custom field label.	`STRING`

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_internal_id	Configuration item ID from Service Management.	`INTEGER`
ci_external_id	Configuration item external source ID.	`INTEGER`
ci_name	Configuration item name.	`STRING`

Manages companies.

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`

POST

/companies

Creates a new company.

Parameters

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

Response

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

PUT

/companies

Modifies an existing company.

Parameters

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

Response

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

GET

/companies

Returns all the active companies.

Parameters

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

Response

Returns an array of companies with the following structure:

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

Manages the relationships between users groups and companies.

DELETE

/companies.groups

Suppresses the relationship between a users group and a company.

Parameters

Name	Description	Type
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`
groups required	Groups IDs.	`ARRAY`

Response

Returns an array of groups IDs as keys and TRUE as values of the deleted relations.

Name	Description	Type
id	Group ID.	`ARRAY`

POST

/companies.groups

Relates a users group to a company.

Parameters

Name	Description	Type
id required	Company ID.	`INTEGER`
groups required	Groups IDs.	`ARRAY`

Response

Returns an array of groups IDs as keys and TRUE as values of the created 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
id	ID of the related group.	`INTEGER`
name	Name of the related group.	`STRING`
total	Users total.	`INTEGER`

Manages companies observers.

DELETE

/companies.observers

Removes observers from a company.

Parameters

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

Response

Name	Description	Type
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`

POST

/companies.observers

Add users as observers to a company.

Parameters

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

Response

Name	Description	Type
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`

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

Manages the relationships between users and companies.

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
id required	Company ID.	`INTEGER`
users required	Users IDs.	`ARRAY`

Response

Returns an array of users IDs as keys and TRUE as values of the deleted relations.

Name	Description	Type
id	User ID.	`ARRAY`

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
id required	Company ID.	`INTEGER`
users required	Users IDs.	`ARRAY`

Response

Returns an array of users IDs as keys and TRUE as values of the created relations.

Name	Description	Type
id	User ID.	`ARRAY`

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
id	User ID.	`INTEGER`
name	User full name.	`STRING`
email	User email.	`STRING`
username	Username.	`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
url	Data export report URL.	`STRING`
status	Returns 'OK' if the data export report was correctly executed; or 'ERROR' if something went wrong.	`STRING`

Manages groups.

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`

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`

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
id	Group ID.	`INTEGER`
name	Group name.	`STRING`
total	Users total.	`INTEGER`

Manages groups observers.

DELETE

/groups.observers

Removes observers from a group.

Parameters

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

Response

Name	Description	Type
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`

POST

/groups.observers

Add users as observers to a group.

Parameters

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

Response

Name	Description	Type
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`

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

Manages the relationships between users and groups.

DELETE

/groups.users

Removes a user from a group.

Parameters

Name	Description	Type
id required	Group ID.	`INTEGER`
users required	Users IDs.	`ARRAY`

Response

Returns an array of users IDs as keys and TRUE as values of the deleted relations.

Name	Description	Type
id	User ID.	`ARRAY`

POST

/groups.users

Adds a user to a group.

Parameters

Name	Description	Type
id required	Group ID.	`INTEGER`
users required	Users IDs.	`ARRAY`

Response

Returns an array of users IDs as keys and TRUE as values of the created relations.

Name	Description	Type
id	User ID.	`ARRAY`

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

Manages the help desks.

GET

/helpdesks

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages help desks observers.

DELETE

/helpdesks.observers

Removes observers from a help desk.

Parameters

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

Response

Name	Description	Type
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`

POST

/helpdesks.observers

Add users as observers to a help desk.

Parameters

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

Response

Name	Description	Type
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`

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

Manages help desks and levels.

GET

/helpdesksandlevels

Returns all the help desks and levels, or one in particular.

Parameters

Name	Description	Type
id	Level ID.	`INTEGER`
include_deleted	True if deleted help desks and levels should be included.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

Name	Description	Type
parent_id	Parent ID.	`INTEGER`
name	If it is a help desk, indicates the name.	`STRING`
engine_id	Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.	`INTEGER`
members_ids	Members IDs.	`ARRAY`
id	Level ID.	`INTEGER`
total_members	Total of members.	`INTEGER`
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`

Manages a request.

POST

/incident

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

Parameters

Name	Description	Type
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`
creator_id required	Creator ID.	`INTEGER`
title required	Request title.	`STRING`
customer_id required	Client ID.	`INTEGER`
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`
description	Request description. Required for requests and Workflows with descriptions.	`TEXT`
related_to	Requests IDs to link.	`ARRAY`
date	Occurred on timestamp in epoch format.	`STRING`
location_id	Location ID.	`INTEGER`

Response

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

PUT

/incident

Change attributes of a request.

Parameters

Name	Description	Type
category_id	Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET	`INTEGER`
id required	Request ID.	`INTEGER`
title	Request title.	`STRING`
source_id	Source ID.	`INTEGER`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
customer_id	Client ID.	`INTEGER`
reassignment	Set to true to reassign the request to a help desk according to the new properties.	`BOOLEAN`
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`
description	Request description.	`TEXT`
date	Occurred on timestamp.	`STRING`
location_id	Location ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

GET

/incident

Returns the information of the given request.

Parameters

Name	Description	Type
id required	Request ID.	`INTEGER`
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
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
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`STRING`
assigned_group_id	Help desk ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Request title.	`STRING`
sla_incident_first_reply	First response SLA of the request.	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
pretty_id	Request pretty ID as configured on the Service Management instance.	`STRING`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
type_id	Type ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
rating	Stars given to the solution. If there's no rating, this field won't be shown.	`INTEGER`
category_id	Category ID.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
description	Request description.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
status_id	Status ID.	`INTEGER`
id	Request ID.	`INTEGER`
custom_fields	Array with the custom fields ids as keys and the respective values.	`ARRAY`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
source_id	Source ID.	`INTEGER`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
priority_id	Priority ID.	`INTEGER`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`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
type	Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.	`INTEGER`
status	Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.	`INTEGER`
author_id	Author ID of the approval.	`INTEGER`
approval_request_id	ID of the approval template.	`INTEGER`
id	ID of the approval instance.	`INTEGER`
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`

Manages the acceptance of an approval.

PUT

/incident.approval.accept

Accepts an approval.

Parameters

Name	Description	Type
note	Note for the approval acceptance.	`STRING`
user_id required	ID of the user who will accept the approval.	`INTEGER`
approval_id required	Approval ID to be accepted.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the approval was correctly accepted.	`STRING`

Manages the voters of an approval.

POST

/incident.approval.add_voter

Adds a voter to an approval.

Parameters

Name	Description	Type
user_id required	Author ID of the approval.	`INTEGER`
approval_id required	ID of the approval instance.	`INTEGER`

Response

Name	Description	Type
user_id	Author ID of the approval.	`INTEGER`
approval_id	ID of the approval instance.	`INTEGER`

Manages the cancellation of an approval.

PUT

/incident.approval.cancel

Cancels an approval.

Parameters

Name	Description	Type
user_id required	ID of the user who will cancel the approval.	`INTEGER`
approval_id required	Approval ID to be cancelled.	`INTEGER`

Response

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

Manages the users that could accept or reject the approval.

GET

/incident.approval.possible_voters

Lists users that could accept or reject the approval.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages the rejection of an approval.

PUT

/incident.approval.reject

Rejects an approval.

Parameters

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

Response

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

Lists the statuses of the approvals.

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
id	ID of the attached file.	`INTEGER`
name	Name of the attached file.	`STRING`
hash	Hash of the attached file.	`STRING`
extension	Extension of the attached file.	`STRING`
url	URL 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
author_id required	ID of the user cancelling the request.	`INTEGER`
comment	Cancellation message	`STRING`
request_id required	ID of the request to cancel.	`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
users_id	Users IDs.	`ARRAY`
author_id required	Author ID. Must be the ID of the user that asks for collaboration.	`INTEGER`
request_id required	Request ID.	`INTEGER`
user_id	User ID.	`INTEGER`

Response

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

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

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
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`
request_id required	Request ID.	`INTEGER`
is_solution	Indicate if the comments returned are the request's solution. 1: Is solution, 0: Is not solution. If this parameter is not provided then all comments will be returned.	`BOOLEAN`

Response

Returns an array of objects with the following structure:

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

Manages the custom approvals.

POST

/incident.custom_approval

Requests a custom approval in the given request.

Parameters

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

Manages the custom fields from a request.

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`

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

Response

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

Manages the external entities linked to a request.

POST

/incident.external_entity

Links a request to an external entity.

Parameters

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

Response

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

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

Manages the requests linked to a request.

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
id	Related request ID.	`INTEGER`
title	Related request title.	`STRING`

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 Management.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
ci_id	ID of the CI.	`INTEGER`
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`

Manages the request's observers.

POST

/incident.observer

Adds a user as observer.

Parameters

Name	Description	Type
users_id	Users IDs.	`ARRAY`
author_id required	Author ID.	`INTEGER`
request_id required	Request ID.	`INTEGER`
user_id	User ID.	`INTEGER`

Response

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

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
author_id required	Author ID.	`INTEGER`
agent_id	Agent ID.	`INTEGER`
group_id required	Help desk ID.	`INTEGER`
request_id required	Request ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the help desk or group was correctly reassigned; or 'ERROR' if something went wrong.	`STRING`

Manages the rejection of a request.

POST

/incident.reject

Rejects a request.

Parameters

Name	Description	Type
author_id required	ID of the user rejecting the request.	`INTEGER`
request_id required	ID of the request to reject.	`INTEGER`

Response

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

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

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
author_id	User ID who reopened the ticket.	`INTEGER`
request_id required	Request ID.	`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
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`
comment	Solution comment. This parameter is required if the rating is less than 4.	`STRING`

Response

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

Manages the rejection of a request's solution.

PUT

/incident.solution.reject

Rejects the solution of a request.

Parameters

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

Response

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

Manages the spontaneous approvals from a request.

POST

/incident.spontaneous_approval

Creates a spontaneous approval.

Parameters

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

Response

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

Manages the tasks linked to a given request.

GET

/incident.tasks

Retrieves the list of tasks linked to a specified request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
name	Task name.	`STRING`
linked_request_id	ID of the linked request (if any).	`INTEGER`
wf_stage_id	ID of the workflow stage if the task is related to one.	`STRING`
is_required	Whether the task is required or not.	`BOOLEAN`
completed_at	Task completion date (timestamp).	`INTEGER`
expiration_date	Due date of the task (timestamp).	`INTEGER`
status	Task status: 0 = OPEN, 1 = FINISHED, 2 = DELETED, 3 = SKIPPED.	`INTEGER`
helpdesk_id	Assigned helpdesk ID.	`INTEGER`
created_at	Task creation date (timestamp).	`INTEGER`
is_predefined	Indicates if it comes predefined from a workflow.	`BOOLEAN`
agent_id	Assigned agent ID.	`INTEGER`
description	Task description.	`STRING`
assignment_type	Assignment type: 1 = USER, 2 = HELPDESK.	`INTEGER`
task_id	Task ID.	`INTEGER`

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

Response

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

Manages the requests.

GET

/incidents

Lists the requests.

Parameters

Name	Description	Type
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
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`

Response

Returns an array of objects with the following structure:

Name	Description	Type
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
title	Request title.	`STRING`
sla_incident_first_reply	First response SLA of the request.	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
pretty_id	Request pretty ID as configured on the Service Management instance.	`STRING`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
type_id	Type ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
rating	Stars given to the solution. If there's no rating, this field won't be shown.	`INTEGER`
category_id	Category ID.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
description	Request description.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
status_id	Status ID.	`INTEGER`
id	Request ID.	`INTEGER`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
source_id	Source ID.	`INTEGER`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
priority_id	Priority ID.	`INTEGER`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
request_customer_sentiment_current	Current 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
comments	When set to true, it includes the comments of the request.	`BOOLEAN`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
username	Agent username.	`STRING`
limit	Number of items per page.	`INTEGER`
id	Agent ID.	`INTEGER`
email	Agent email.	`STRING`

Response

Returns an array of objects with the following structure:

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

Manages open requests by customer.

GET

/incidents.by.customer

Lists the open requests from a customer.

Parameters

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
date_ocurred	Occurrence date in epoch.	`STRING`
title	Request title.	`STRING`
sla_incident_first_reply	First response SLA of the request.	`STRING`
closed_at	Closing date in epoch.	`STRING`
pretty_id	Request pretty ID as configured on the Service Management instance.	`STRING`
created_at	Creation date in epoch.	`STRING`
type_id	Type ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
assigned_id	Assigned agent ID.	`INTEGER`
description	Request description.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
solved_at	Solution date in epoch.	`STRING`
status_id	Status ID.	`INTEGER`
id	Request ID.	`INTEGER`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
source_id	Source ID.	`INTEGER`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
priority_id	Priority ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
request_customer_sentiment_current	Current 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
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
info	Description of the result.	`STRING`
requestIds	Request IDs.	`ARRAY`

Manages open requests by sentiment.

GET

/incidents.by.sentiment

Lists the open requests from a sentiment.

Parameters

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

Response

Name	Description	Type
limit	Number of items per page.	`INTEGER`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
offset	Items skipped in the response.	`INTEGER`
info	Description of the result.	`STRING`
requestIds	Request IDs.	`ARRAY`

Manages the open requests by status.

GET

/incidents.by.status

Lists all open requests matching the status specified by parameter.

Parameters

Name	Description	Type
status_ids	Status IDs.	`ARRAY`
limit	Number of items per page.	`INTEGER`
offset	Skip this number of items in the response.	`INTEGER`
status_id	Status ID.	`INTEGER`

Response

Name	Description	Type
limit	Number of items per page.	`INTEGER`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
offset	Items skipped in the response.	`INTEGER`
total	Total items.	`INTEGER`
info	Description of the result.	`STRING`
requestIds	Request IDs.	`ARRAY`

Manages the requests from a given view ID.

GET

/incidents.by.view

Lists the requests from a view ID.

Parameters

Name	Description	Type
limit	Number of items per page.	`INTEGER`
offset	Skip this amount of requests in the response.	`INTEGER`
view_id required	View ID.	`INTEGER`

Response

Name	Description	Type
limit	Number of items per page.	`INTEGER`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
offset	This amount of request were skipped in the response.	`INTEGER`
info	Description of the result.	`STRING`
requestIds	Request IDs returned by the view.	`ARRAY`

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
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
order_by	The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.	`STRING`
view_id required	View ID.	`INTEGER`
sort_by	Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.	`STRING`

Response

Name	Description	Type
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
data	Contains a JSON array (with pagination, 1000 requests per page) representing the primary data of the requests in the request view.	`ARRAY`
metadata	Provides resource objects that are related to the primary data, including the labels of the columns from the view.	`ARRAY`

Manages the requests that were created within the last hour.

GET

/incidents.last.hour

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages internal notes.

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`

POST

/internalnotes

Creates an internal note.

Parameters

Name	Description	Type
description required	Note description.	`STRING`
object_type required	Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.	`INTEGER`
author_id required	Author ID.	`INTEGER`
title required	Note title.	`STRING`
object_id required	Entity ID.	`INTEGER`

Response

Name	Description	Type
Status	Returns 'OK' if the internal note was correctly created; or 'ERROR' if something went wrong.	`STRING`

PUT

/internalnotes

Updates the info of an internal note.

Parameters

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

Response

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

GET

/internalnotes

Lists all the internal notes, or one in particular.

Parameters

Name	Description	Type
id required	Note ID.	`INTEGER`
object_type	Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.	`INTEGER`
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
object_id	Entity ID.	`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`
author_id	Author ID.	`INTEGER`
last_author	Last author ID.	`INTEGER`
object_id	Entity ID.	`INTEGER`
id	Note ID.	`INTEGER`
description	Note description.	`STRING`
object_type	Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.	`INTEGER`
last_update	Last update of the note in epoch or ISO-8601 format depending on the date_format .	`STRING`
title	Note title.	`STRING`

Manages articles from the Knowledge Base.

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`

POST

/kb.articles

Creates an article.

Parameters

Name	Description	Type
category_id required	Category ID.	`INTEGER`
author_id required	Author ID.	`INTEGER`
content required	Article content.	`STRING`
is_private	Mark as private. 1: Is private. 0: Is public.	`BOOLEAN`
responsible_id	Article responsible. If it's null, the assigned responsible user will be the same as the author.	`INTEGER`
attachments	Array of attachments.	`ARRAY`
description	Article description.	`STRING`
title required	Article title.	`STRING`

Response

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

PUT

/kb.articles

Modifies an article given a certain ID.

Parameters

Name	Description	Type
category_id	Category ID.	`INTEGER`
author_id required	Author ID.	`INTEGER`
content	Article content.	`STRING`
is_private	Mark as private. 1: Is private. 0: Is public.	`BOOLEAN`
responsible_id	Article responsible. If it's null, the assigned responsible user will be the same as the author.	`INTEGER`
id required	Article ID.	`INTEGER`
description	Article description.	`STRING`
title	Article title.	`STRING`

Response

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

GET

/kb.articles

Lists all the articles with their properties.

Parameters

Name	Description	Type
limit	Number of items per page.	`INTEGER`
offset	Skip this number of items in the response.	`INTEGER`
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`

Response

Returns an array of objects with the following structure:

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

Manages the attachments from a Knowledge Base article.

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`

POST

/kb.articles.attachments

Adds attachments to an article.

Parameters

Name	Description	Type
article_id required	Article ID.	`INTEGER`
author_id required	ID of the user in whose name the update of the article will be done.	`INTEGER`
attachments	Array of attachments.	`ARRAY`

Response

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

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

Manages Knowledge Base articles by category.

GET

/kb.articles.by.category

Lists all the articles that belong to a certain category.

Parameters

Name	Description	Type
visibility	Visibility type of the articles to fetch. 1 => Private, 2 => Registered Users, 3 => Public.	`INTEGER`
category_id required	Category ID.	`INTEGER`
offset	Skip this number of items in the response.	`INTEGER`
limit	Number of items per page.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Response

Returns an array of objects with the following structure:

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

Manages Knowledge Base categories.

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`

POST

/kb.categories

Creates a new Knowledge Base category.

Parameters

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

Response

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

PUT

/kb.categories

Modifies a Knowledge Base category.

Parameters

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

Response

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

GET

/kb.categories

Lists all the Knowledge Base categories.

Response

Returns an array of objects with the following structure:

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

Retrieves help desks' levels.

GET

/levels

Returns all active help desks' levels, or one in particular.

Parameters

Name	Description	Type
id	Level ID.	`INTEGER`
include_deleted	Set it to 'false' to exclude deleted levels. By default, it will retrieve deleted levels.	`BOOLEAN`

Response

Returns an array of objects or one object with the following structure:

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

Manages help desk levels observers.

DELETE

/levels.observers

Removes observers from a help desk level.

Parameters

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

Response

Name	Description	Type
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`

POST

/levels.observers

Add users as observers to a help desk level.

Parameters

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

Response

Name	Description	Type
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`

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

Manages locations.

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`

POST

/locations

Creates a location.

Parameters

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

Response

Name	Description	Type
id	Location ID.	`INTEGER`

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

Manages locations observers.

DELETE

/locations.observers

Removes observers from a location.

Parameters

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

Response

Name	Description	Type
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`

POST

/locations.observers

Add users as observers to a location.

Parameters

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

Response

Name	Description	Type
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`

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

Manages the relationships between users and locations.

DELETE

/locations.users

Removes users from a location.

Parameters

Name	Description	Type
id required	Location ID.	`INTEGER`
users required	Users IDs to be removed from the location.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/locations.users

Adds users to a location.

Parameters

Name	Description	Type
id required	Location ID.	`INTEGER`
users required	Users IDs linked to the location.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
id	Location ID.	`INTEGER`
value	Returns 'true' if the user was correctly associated with 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
id	User ID.	`INTEGER`
name	User full name.	`STRING`
email	User email.	`STRING`
username	Username.	`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`

POST

/timetracking

Logs the indicated time within a request.

Parameters

Name	Description	Type
category_id	Time tracking category ID.	`INTEGER`
from	Initial date and time of the interval (timestamp format). If it's not specified, the current time will be used.	`INTEGER`
user_id required	Author ID.	`INTEGER`
comment	Add a comment for the logged time.	`STRING`
to required	Ending date and time of the interval (timestamp format).	`INTEGER`
request_id required	Request ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the time tracking entry was correctly created; or 'ERROR' if something went wrong.	`STRING`
timetracking_id	The ID of the created time tracking entry.	`INTEGER`

GET

/timetracking

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

Parameters

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

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

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

Manages users.

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`

POST

/user

Creates a new user.

Parameters

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

Response

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

PUT

/user

Updates the info of a user.

Parameters

Name	Description	Type
name	User name.	`STRING`
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`
address	User home address.	`STRING`
country	User country.	`STRING`
lastname	User lastname.	`STRING`
other-email	User secondary email address.	`STRING`
birthday	User birthday.	`STRING`
manager_id	User's manager ID.	`INTEGER`
email	User email address.	`STRING`
doc	User national ID number.	`STRING`
position	User position.	`STRING`
mobile	User mobile phone number.	`STRING`
id required	User ID.	`INTEGER`
employee_number	User employee number.	`STRING`
username	Username.	`STRING`
office	User office phone number.	`STRING`
fax	User fax number.	`STRING`
localization	Localization of the user.	`STRING`
other	User secondary phone number.	`STRING`
phone	User phone number.	`STRING`
city	User city.	`STRING`
department	User department.	`STRING`

Response

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

GET

/user

Returns the info of a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`
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`

Response

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

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

Response

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

Creates a session token for a user.

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
name	User name.	`STRING`
address	User home address.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
country	User country.	`STRING`
lastname	User lastname.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
birthday	User birthday.	`STRING`
manager_id	User's manager ID.	`INTEGER`
email	User email address.	`STRING`
doc	User national ID number.	`STRING`
position	User position.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
role_name	User’s role.	`STRING`
mobile	User mobile phone number.	`STRING`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
other_email	User secondary email address.	`STRING`
username	Username.	`STRING`
office	User office phone number.	`STRING`
fax	User fax number.	`STRING`
employee_number	User's employee number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
other	User secondary phone number.	`STRING`
phone	User phone number.	`STRING`
city	User city.	`STRING`
location	User localization.	`STRING`
department	User department.	`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
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`
mobile_phone	User mobile phone number.	`STRING`
phones	User phone number of any kind (main phone number, fax number, office phone number, mobile phone number or other phone number).	`STRING`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
fax_phone	User fax number.	`STRING`
email	User email address.	`STRING`
other_phone	User secondary phone number.	`STRING`
username	Username.	`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`
employee_number	User employee number.	`STRING`
phone	User phone number.	`STRING`

Response

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

Name	Description	Type
name	User name.	`STRING`
address	User home address.	`STRING`
is_external	Returns 'true' if the user is external.	`BOOLEAN`
next_page_key	Hash key of the next page of results. If null, the results page retrieved is the last one.	`STRING`
country	User country.	`STRING`
lastname	User lastname.	`STRING`
type	User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.	`INTEGER`
birthday	User birthday.	`STRING`
manager_id	User's manager ID.	`INTEGER`
email	User email address.	`STRING`
doc	User national ID number.	`STRING`
position	User position.	`STRING`
is_disabled	Returns 'true' if the user has been disabled.	`BOOLEAN`
role_name	User’s role.	`STRING`
mobile	User mobile phone number.	`STRING`
id	User ID.	`INTEGER`
is_deleted	Returns 'true' if the user has been deleted.	`BOOLEAN`
other_email	User secondary email address.	`STRING`
username	Username.	`STRING`
office	User office phone number.	`STRING`
fax	User fax number.	`STRING`
employee_number	User's employee number.	`STRING`
user_type	User’s type. Returns 1 if the user is an agent and 2 if it is an end user.	`INTEGER`
other	User secondary phone number.	`STRING`
phone	User phone number.	`STRING`
city	User city.	`STRING`
location	User localization.	`STRING`
department	User department.	`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
companies	Array with the user companies.	`ARRAY`
username	Username.	`STRING`
helpdesks_observed	Array with the user observed helpdesks.	`ARRAY`
id	User ID.	`INTEGER`
locations_observed	Array with the user observed locations.	`ARRAY`
locations	Array with the user locations.	`ARRAY`
email	User email address.	`STRING`
companies_observed	Array with the user observed companies.	`ARRAY`
groups	Array with the user groups.	`ARRAY`
groups_observed	Array with the user observed groups.	`ARRAY`
helpdesks	Array with the user helpdesks/levels.	`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
description	Confirmation message.	`INTEGER`
status	Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.	`STRING`
workflow_id	ID of the deployed workflow.	`INTEGER`

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

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

InvGate Service Management Developer Manual

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