Service Desk Developer Manual

Manages the Breaking News.

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

POST

/breakingnews

Creates Breaking News.

Parameters

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

Response

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

PUT

/breakingnews

Modifies a set of Breaking News.

Parameters

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

Response

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

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

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

POST

/breakingnews.status

Creates a new update to the given Breaking News.

Parameters

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

Response

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

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.

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`

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

Response

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

DELETE

/cf.field.options.list

Erases keys from the list type custom fields configuration.

Parameters

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

Response

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

Manages the settings of the tree type custom fields.

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

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
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`
name required	Name of the option, value that the user sees when selecting.	`STRING`

Response

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

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

DELETE

/cf.field.options.tree

Erases the options from the tree type custom fields and any of its children.

Parameters

Name	Description	Type
uid required	Custom field ID.	`INTEGER`
hash required	Hash value of the item to modify.	`STRING`

Response

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

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

Custom fields by category.

GET

/cf.fields.by.category

Returns a list of the custom fields related to a category ID.

Parameters

Name	Description	Type
category_id required	Category ID.	`INTEGER`

Response

Returns an array with the IDs of the custom fields that apply to the category received as a parameter.

Name	Description	Type
uid	Custom field ID.	`INTEGER`

Lists all the supported custom field types.

GET

/cf.fields.types

Returns a list of all the supported custom field types, with a brief description of the data type for each field.

Response

Returns an array with the following structure:

Name	Description	Type
id	Custom field type ID.	`INTEGER`
name	Custom field type name.	`STRING`

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

GET

/cis.by.id

Returns an array of CIs, linked through custom fields and shared custom fields, with their IDs and properties.

Parameters

Name	Description	Type
ci_source_id	ID of the ITAM tool integration in Service Desk.	`INTEGER`
ci_internal_ids required	Configuration items IDs from Service Desk.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

Manages companies.

GET

/companies

Returns all the active companies.

Parameters

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

Response

Returns an array of companies with the following structure:

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

POST

/companies

Creates a new company.

Parameters

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

Response

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

PUT

/companies

Modifies an existing company.

Parameters

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

Response

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

DELETE

/companies

Erases an existing company.

Parameters

Name	Description	Type
id required	Company ID.	`INTEGER`

Response

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

Manages the relationships between users groups and companies.

GET

/companies.groups

Lists all the users groups related to a company.

Parameters

Name	Description	Type
id required	Company ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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`

DELETE

/companies.groups

Suppresses the relationship between a users group and a company.

Parameters

Name	Description	Type
unlink_users_too	When is set to true, it breaks the relation between the company users and the group.	`BOOLEAN`
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 deleted relations.

Name	Description	Type
id	Group ID.	`ARRAY`

Manages companies observers.

GET

/companies.observers

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

Parameters

Name	Description	Type
ids	Company IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/companies.observers

Add users as observers to a company.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly added as observers to the company. Returns 'false' if, for any reason, they weren't added to the company, or if the users were already observers of the company.	`BOOLEAN`

DELETE

/companies.observers

Removes observers from a company.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly removed as observers from the company. Returns 'false' if, for any reason, they weren't removed from the company, or if the users weren't observers of the company.	`BOOLEAN`

Manages the relationships between users and companies.

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

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`

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`

Manages groups.

GET

/groups

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

POST

/groups

Creates a group of users.

Parameters

Name	Description	Type
name required	Group name.	`STRING`

Response

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

DELETE

/groups

Erases a group of users.

Parameters

Name	Description	Type
id required	Group ID.	`INTEGER`

Response

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

Manages groups observers.

GET

/groups.observers

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

Parameters

Name	Description	Type
ids	Group IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/groups.observers

Add users as observers to a group.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly added as observers to the group. Returns 'false' if, for any reason, they weren't added to the group, or if the users were already observers of the group.	`BOOLEAN`

DELETE

/groups.observers

Removes observers from a group.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly removed as observers from the group. Returns 'false' if, for any reason, they weren't removed from the group, or if the users weren't observers of the group.	`BOOLEAN`

Manages the relationships between users and groups.

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

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`

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`

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

Manages help desks observers.

GET

/helpdesks.observers

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

Parameters

Name	Description	Type
ids	Help Desk IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/helpdesks.observers

Add users as observers to a help desk.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly added as observers to the help desk. Returns 'false' if, for any reason, they weren't added to the help desk, or if the users were already observers of the help desk.	`BOOLEAN`

DELETE

/helpdesks.observers

Removes observers from a help desk.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly removed as observers from the help desk. Returns 'false' if, for any reason, they weren't removed from the help desk, or if the users weren't observers of the help desk.	`BOOLEAN`

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
level_order	If it's a level, indicates the order.	`INTEGER`
id	Level ID.	`INTEGER`
total_members	Total of members.	`INTEGER`
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`
status_id	Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.	`INTEGER`
members_ids	Members IDs.	`ARRAY`

Manages a request.

GET

/incident

Returns the information of the given request.

Parameters

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

Response

Returns an array of objects with the following structure:

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

POST

/incident

Creates a request.

Parameters

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

Response

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

PUT

/incident

Change attributes of a request.

Parameters

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

Response

Returns an array of objects with the following structure:

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

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
author_id	Author ID of the approval.	`INTEGER`
created_at	Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
id	ID of the approval instance.	`INTEGER`
type	Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.	`INTEGER`
approval_request_id	ID of the approval template.	`INTEGER`
approval_request_description	Description of the approval.	`TEXT`
status	Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.	`INTEGER`

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

Lists all the priorities.

GET

/incident.attributes.priority

Lists all the priorities, or only one if an ID its provided.

Parameters

Name	Description	Type
id	Priority ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Lists all the requests sources.

GET

/incident.attributes.source

Lists all the sources. If an ID is provided, only the one that matches the specified ID will be listed.

Parameters

Name	Description	Type
id	Source ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Lists all the status.

GET

/incident.attributes.status

Lists all the status. If an ID is provided, only the one that matches the specified ID will be listed.

Parameters

Name	Description	Type
id	Status ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Lists all the types.

GET

/incident.attributes.type

Lists all the types. If an ID is provided, only the one that matches the specified ID will be listed.

Parameters

Name	Description	Type
id	Type ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Manages the cancellation of a request.

POST

/incident.cancel

Cancel a request.

Parameters

Name	Description	Type
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.

GET

/incident.collaborator

Lists the collaborators IDs.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

POST

/incident.collaborator

Requests collaboration from the defined user.

Parameters

Name	Description	Type
author_id required	Author ID. Must be the ID of the user that asks for collaboration.	`INTEGER`
users_id	Users IDs.	`ARRAY`
user_id	User ID.	`INTEGER`
request_id required	Request ID.	`INTEGER`

Response

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

Manages the replies from a given request.

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

Response

Returns an array of objects with the following structure:

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

POST

/incident.comment

Adds a reply to a request.

Parameters

Name	Description	Type
author_id required	Author ID.	`INTEGER`
customer_visible	Mark as internal. 0: Internal, 1: Public.	`BOOLEAN`
comment required	Comment to be added.	`TEXT`
request_id required	Request ID.	`INTEGER`
attachments	Attachments IDs.	`ARRAY`
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`

Manages the custom approvals.

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

POST

/incident.custom_approval

Requests a custom approval in the given request.

Parameters

Name	Description	Type
author_id required	Author ID of the approval request.	`INTEGER`
approval_id required	Custom approval ID.	`INTEGER`
request_id required	Request ID.	`INTEGER`
description	Custom approval description.	`TEXT`

Response

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

Manages the custom fields from a request.

POST

/incident.custom_field

Creates values for a custom field from a request. Different types of data can be sent in the values variable. No value (empty string) means erase value. When sending files, the name of the file has to be in the values array (including its extension), and the file(s) itself should be sent in the body of the request.

Parameters

Name	Description	Type
author_id required	Author ID.	`INTEGER`
values required	Array of values. If only one is required, only the first will be processed. If you are sending files, here you should list the names (with extension) of the files.	`ARRAY`
custom_field_uid required	Custom field UID.	`INTEGER`
request_id required	Request ID.	`INTEGER`

Response

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

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.

DELETE

/incident.custom_field

Deletes value in the associated custom field.

Parameters

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

Response

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

Manages the external entities linked to a request.

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

POST

/incident.external_entity

Links a request to an external entity.

Parameters

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

Response

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

Manages the requests linked to a request.

GET

/incident.link

Lists all the linked requests from a given request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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
info	Description of the result.	`STRING`
error	Description of the error.	`STRING`
status	Returns 'OK' if the request was correctly linked; or 'ERROR' if something went wrong.	`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
cis_source_id required	ID of the ITAM tool integration in Service Desk.	`INTEGER`
from required	Date timestamp from which the counters are picked.	`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.

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`

POST

/incident.observer

Adds a user as observer.

Parameters

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

Response

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

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

Manages a request reopening.

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
info	Description of the result	`STRING`
error	Error code	`STRING`
status	Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.	`STRING`

Manages the acceptance of a request's solution.

PUT

/incident.solution.accept

Accepts the solution of a request.

Parameters

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

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

Response

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

Manages the agent waiting status of the requests.

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

Manages the customer waiting status of the requests.

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

Manages the waiting for date status of the requests.

POST

/incident.waitingfor.date

Sets the waiting for date status to the request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`
timestamp required	Date timestamp to set.	`STRING`

Response

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

Manages the waiting for external entities status of the requests.

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

Manages the waiting for another request status.

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

Manages the requests.

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

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`
id	Agent ID.	`INTEGER`
email	Agent email.	`STRING`
username	Agent username.	`STRING`

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Request title.	`STRING`
date_ocurred	Occurrence date in epoch.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
assigned_group_id	Help desk ID.	`INTEGER`
assigned_id	Assigned agent ID.	`INTEGER`
priority_id	Priority ID.	`INTEGER`
id	Request ID.	`INTEGER`
closed_at	Closing date in epoch.	`STRING`
type_id	Type ID.	`INTEGER`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
description	Request description.	`STRING`
creator_id	Creator ID.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
source_id	Source ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
created_at	Creation date in epoch.	`STRING`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
solved_at	Solution date in epoch.	`STRING`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
status_id	Status ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`

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`
cis_source_id required	ID of the ITAM tool integration in Service Desk.	`INTEGER`
group required	Name of the group the CIs belong to. Possible values are ‘Asset’ or ‘BusinessApplication’.	`STRING`

Response

Returns an array of objects with the following structure:

Name	Description	Type
ci_id	ID of the CI.	`STRING`
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`
id	Customer ID.	`INTEGER`
email	Customer email.	`STRING`
username	Customer username.	`STRING`

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Request title.	`STRING`
date_ocurred	Occurrence date in epoch.	`STRING`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
assigned_group_id	Help desk ID.	`INTEGER`
assigned_id	Assigned agent ID.	`INTEGER`
priority_id	Priority ID.	`INTEGER`
id	Request ID.	`INTEGER`
closed_at	Closing date in epoch.	`STRING`
type_id	Type ID.	`INTEGER`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
description	Request description.	`STRING`
creator_id	Creator ID.	`INTEGER`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
source_id	Source ID.	`INTEGER`
last_update	Last update in epoch.	`STRING`
attachments	Array with the IDs of the attachments.	`ARRAY`
created_at	Creation date in epoch.	`STRING`
category_id	Category ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
solved_at	Solution date in epoch.	`STRING`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
status_id	Status ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`

Manages open requests by help desk.

GET

/incidents.by.helpdesk

Lists the open requests from a help desk.

Parameters

Name	Description	Type
helpdesk_id	Help desk ID.	`INTEGER`
helpdesk_ids	Help desks IDs.	`ARRAY`

Response

Name	Description	Type
info	Description of the result.	`STRING`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
requestIds	Request IDs.	`ARRAY`

Manages the open requests by status.

GET

/incidents.by.status

Lists all open requests matching the status specified by parameter.

Parameters

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

Response

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

Manages the requests from a given view ID.

GET

/incidents.by.view

Lists the requests from a view ID.

Parameters

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

Response

Name	Description	Type
info	Description of the result.	`STRING`
offset	This amount of request were skipped in the response.	`INTEGER`
status	Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.	`STRING`
limit	Number of items per page.	`INTEGER`
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
sort_by	Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.	`STRING`
order_by	The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.	`STRING`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
view_id required	View ID.	`INTEGER`

Response

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

Manages the requests that were created within the last hour.

GET

/incidents.last.hour

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

Response

Returns an array of objects with the following structure:

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

Manages internal notes.

GET

/internalnotes

Lists all the internal notes, or one in particular.

Parameters

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

Response

Returns an array of objects with the following structure:

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

POST

/internalnotes

Creates an internal note.

Parameters

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

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

Response

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

DELETE

/internalnotes

Deletes an internal note.

Parameters

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

Response

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

Manages articles from the Knowledge Base.

GET

/kb.articles

Lists all the articles with their properties.

Parameters

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Article title.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
rating	Average scoring of the article.	`FLOAT`
views	Amount of views that the article has.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
author_id	Author ID.	`INTEGER`
id	Article ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
creation_date	Creation date in epoch.	`STRING`
responsible_id	Responsible ID.	`INTEGER`
content	Content of the article.	`STRING`

POST

/kb.articles

Creates an article.

Parameters

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

Response

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

DELETE

/kb.articles

Deletes an article from a given ID.

Parameters

Name	Description	Type
id required	Article ID.	`INTEGER`

Response

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

Manages the attachments from a Knowledge Base article.

GET

/kb.articles.attachments

Lists the attachments from an article.

Parameters

Name	Description	Type
article_id required	Article ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

POST

/kb.articles.attachments

Adds attachments to an article.

Parameters

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

Response

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

DELETE

/kb.articles.attachments

Deletes an attachment from an article.

Parameters

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

Response

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

Manages Knowledge Base articles by category.

GET

/kb.articles.by.category

Lists all the articles that belong to a certain category.

Parameters

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Article title.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
rating	Average scoring of the article.	`FLOAT`
views	Amount of views that the article has.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
author_id	Author ID.	`INTEGER`
id	Article ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
creation_date	Creation date in epoch.	`STRING`
responsible_id	Responsible ID.	`INTEGER`
content	Content of the article.	`STRING`

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
title	Article title.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
rating	Average scoring of the article.	`FLOAT`
views	Amount of views that the article has.	`INTEGER`
last_update_date	Last update date in epoch.	`STRING`
solved_requests	Amount of requests that this article helped to solve.	`INTEGER`
author_id	Author ID.	`INTEGER`
id	Article ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
creation_date	Creation date in epoch.	`STRING`
responsible_id	Responsible ID.	`INTEGER`
content	Content of the article.	`STRING`

Manages Knowledge Base articles by keywords.

GET

/kb.articles.by.keywords

Searches for articles by keywords.

Parameters

Name	Description	Type
min_search_scoring	Minimum search scoring from 0 to 1, which measures the accuracy of the search results.	`FLOAT`
keywords required	Keywords to search.	`STRING`
limit	Number of results, 25 by default.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Article title.	`STRING`
attachments	Array with the ID, name and URL of each attachment.	`ARRAY`
rating	Average scoring of the article.	`FLOAT`
views	Amount of views that the article has.	`INTEGER`
last_update_date	Last update date in epoch.	`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`
id	Article ID.	`INTEGER`
category_id	Category ID.	`INTEGER`
creation_date	Creation date in epoch.	`STRING`
responsible_id	Responsible ID.	`INTEGER`
content	Content of the article.	`STRING`

Manages Knowledge Base categories.

GET

/kb.categories

Lists all the Knowledge Base categories.

Response

Returns an array of objects with the following structure:

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

POST

/kb.categories

Creates a new Knowledge Base category.

Parameters

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

Response

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

Response

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

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`

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

Manages help desk levels observers.

GET

/levels.observers

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

Parameters

Name	Description	Type
ids	Level IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/levels.observers

Add users as observers to a help desk level.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly added as observers to the help desk level. Returns 'false' if, for any reason, they weren't added to the help desk level, or if the users were already observers of the help desk level.	`BOOLEAN`

DELETE

/levels.observers

Removes observers from a help desk level.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly removed as observers from the help desk level. Returns 'false' if, for any reason, they weren't removed from the help desk level, or if the users weren't observers of the help desk level.	`BOOLEAN`

Manages locations.

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

POST

/locations

Creates a location.

Parameters

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

Response

Name	Description	Type
id	Location ID.	`INTEGER`

DELETE

/locations

Erases an existing location and its sublocations.

Parameters

Name	Description	Type
id required	Location ID.	`INTEGER`

Response

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

Manages locations observers.

GET

/locations.observers

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

Parameters

Name	Description	Type
ids	Location IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

POST

/locations.observers

Add users as observers to a location.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly added as observers to the location. Returns 'false' if, for any reason, they weren't added to the location, or if the users were already observers of the location.	`BOOLEAN`

DELETE

/locations.observers

Removes observers from a location.

Parameters

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

Response

Name	Description	Type
id	User ID.	`INTEGER`
value	Returns 'true' if the users were correctly removed as observers from the location. Returns 'false' if, for any reason, they weren't removed from the location, or if the users weren't observers of the location.	`BOOLEAN`

Manages the relationships between users and locations.

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

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`

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`

Returns the current version of the Service Desk instance.

GET

/sd.version

Returns the current version of the Service Desk instance.

Response

Returns a string with the current version of Service Desk.

Name	Description	Type
version	Service Desk version.	`STRING`

Retrieves time tracking records.

GET

/timetracking

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

Parameters

Name	Description	Type
to	Ending date and time of the interval (must be in ISO-8601 format). If it's not specified, the current time will be used.	`STRING`
date_format	Indicate the date format. The available formats are 'iso8601noT' or 'iso8601'. If null, 'iso8601noT' format is returned, witch is ISO-8601 no T (YYYY-mm-dd H:i).	`STRING`
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
total	Total amount of time in seconds.	`STRING`
comment	Comment of the logged period.	`STRING`
from	Initial date and time of the interval (in ISO 8601 format).	`STRING`
to	Ending date and time of the interval (in ISO 8601 format).	`STRING`
timetracking_id	Time tracking entry ID.	`INTEGER`
incident	Request ID.	`INTEGER`
status	Time tracking entry status. 1: Enabled, 0: Deleted.	`INTEGER`
user_id	Author ID.	`INTEGER`
timetracking_category_id	Time tracking category ID.	`INTEGER`

DELETE

/timetracking

Deletes a time log entry from a request.

Parameters

Name	Description	Type
timetracking_id required	Time tracking entry ID	`INTEGER`
user_id required	Author ID.	`INTEGER`
request_id required	Request ID.	`INTEGER`

Response

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

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
parent_id	Time tracking parent category ID	`INTEGER`
id	Time tracking 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
trigger_id	Trigger ID.	`INTEGER`
executed_at	Execution timestamp.	`INTEGER`
id	Execution ID.	`INTEGER`
request_id	ID of the affected request.	`INTEGER`

Manages users.

GET

/user

Returns the info of a user.

Parameters

Name	Description	Type
include_disabled	Indicate if disabled users should be included. True if they should be included and false if not. If this parameter is not provided then disabled users won't be returned.	`BOOLEAN`
id required	User ID.	`INTEGER`

Response

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

POST

/user

Creates a new user.

Parameters

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

Response

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

PUT

/user

Updates the info of a user.

Parameters

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

Response

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

DELETE

/user

Deletes a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

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

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

POST

/user.convert

Changes the user from external into internal and sends an email to the user requesting a new password.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

Name	Description	Type
status	Returns 'OK' if the user was successfully converted from external into internal; or 'ERROR' if something went wrong.	`STRING`

Disables a user.

PUT

/user.disable

Disables a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

Enables a user.

PUT

/user.enable

Enables a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

Changes the password of a user.

PUT

/user.password

Changes the password of a user.

Parameters

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

Response

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

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

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
include_disabled	True if disabled users should be included.	`BOOLEAN`
ids	Users IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

Fetches users by username, email or any phone numbers.

GET

/users.by

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

Parameters

Name	Description	Type
phones	User phone number of any kind (main phone number, fax number, office phone number, mobile phone number or other phone number).	`STRING`
email	User email address.	`STRING`
username	Username.	`STRING`
mobile_phone	User mobile phone number.	`STRING`
include_disabled	Indicate if disabled users should be included. True if they should be included and false if not. If this parameter is not provided then disabled users won't be returned.	`BOOLEAN`
office_phone	User office phone number.	`STRING`
fax_phone	User fax number.	`STRING`
employee_number	User employee 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`
phone	User phone number.	`STRING`
page_key	Hash key of the results page to retrieve. If null, the first page of results will be returned.	`STRING`
other_phone	User secondary phone number.	`STRING`

Response

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

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

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

GET

/users.groups

Returns the user's groups, companies, helpdesks and locations.

Parameters

Name	Description	Type
ids required	Users IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

Name	Description	Type
groups	Array with the user groups.	`ARRAY`
locations_observed	Array with the user observed locations.	`ARRAY`
email	User email address.	`STRING`
username	Username.	`STRING`
companies	Array with the user companies.	`ARRAY`
groups_observed	Array with the user observed groups.	`ARRAY`
companies_observed	Array with the user observed companies.	`ARRAY`
helpdesks_observed	Array with the user observed helpdesks.	`ARRAY`
locations	Array with the user locations.	`ARRAY`
id	User ID.	`INTEGER`
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
status	Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.	`STRING`
workflow_id	ID of the deployed workflow.	`INTEGER`
description	Confirmation message.	`INTEGER`

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

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

Service Desk Developer Manual

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