InvGate Service Management Developer Manual

Manages the Breaking News.

POST

/breakingnews

Creates Breaking News.

Parameters

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

Response

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

GET

/breakingnews

Returns the requested Breaking News.

Parameters

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

Response

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

PUT

/breakingnews

Modifies a set of Breaking News.

Parameters

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

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`
type_id	Breaking News type ID.	`INTEGER`
affected_group_ids	Array with IDs of affected groups.	`ARRAY`
created_by_id	Breaking News creator 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`
status_id	Breaking News status ID.	`INTEGER`
body	Breaking News body.	`TEXT`
id	Breaking News 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
name	Status name.	`STRING`
id	Status ID.	`INTEGER`

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

Manages the updates of the Breaking News.

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`
is_solution	Send 1 to close Breaking News. Send 0 to keep open. Default: 0.	`BOOLEAN`
body required	Breaking News body.	`TEXT`
id required	Breaking News ID.	`INTEGER`

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`

GET

/breakingnews.status

Returns the updates of the requested Breaking News.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Lists all the categories.

GET

/categories

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

Parameters

Name	Description	Type
id	Category ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Manages the settings of the list type custom fields.

POST

/cf.field.options.list

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

Parameters

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

Response

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

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`

DELETE

/cf.field.options.list

Erases keys from the list type custom fields configuration.

Parameters

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

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`
total	Number of deleted values.	`INTEGER`

Manages the settings of the tree type custom fields.

POST

/cf.field.options.tree

Adds configuration to the tree type custom fields. If the key already exists, the previous value will be overwritten.

Parameters

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

GET

/cf.field.options.tree

Returns the structure of the tree type custom fields options. The hash is system internal, but it is used to make modifications.

Parameters

Name	Description	Type
uid required	Custom field ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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`

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`
key	Key defined by the user; if no value is set the previous value will be used.	`STRING`
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 modified; 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
type	Custom field type ID.	`INTEGER`
uid	Custom field ID.	`INTEGER`
is_required	Indicates if the custom field is required. True if it's required and false if it's not.	`BOOLEAN`
description	Custom field description.	`TEXT`
label	Custom field name.	`STRING`
categories	Categories where custom field applies.	`STRING`

Custom fields by category.

GET

/cf.fields.by.category

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

Parameters

Name	Description	Type
category_id required	Category ID.	`INTEGER`

Response

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

Name	Description	Type
uid	Custom field ID.	`INTEGER`

Lists 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
name	Custom field type name.	`STRING`
id	Custom field type ID.	`INTEGER`

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

GET

/cis.by.id

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages companies.

POST

/companies

Creates a new company.

Parameters

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

Response

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

GET

/companies

Returns all the active companies.

Parameters

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

Response

Returns an array of companies with the following structure:

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

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`

PUT

/companies

Modifies an existing company.

Parameters

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

Response

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

Manages the relationships between users groups and companies.

POST

/companies.groups

Relates a users group to a company.

Parameters

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

Response

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

Name	Description	Type
id	Group ID.	`ARRAY`

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

DELETE

/companies.groups

Suppresses the relationship between a users group and a company.

Parameters

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

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.

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`

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

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.

POST

/companies.users

Adds a user to a company. If the company contains groups, the users will also be added to those groups.

Parameters

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

Response

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

Name	Description	Type
id	User ID.	`ARRAY`

GET

/companies.users

Lists the members of a company.

Parameters

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

Response

Returns an array of objects with the following structure:

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

DELETE

/companies.users

Removes a user from a company. If the user is within a group that belongs to that company, they will also be removed from that group.

Parameters

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

Response

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

Name	Description	Type
id	User ID.	`ARRAY`

Manages data exports.

GET

/data.export

Returns the data export URL.

Parameters

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

Response

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

Manages groups.

POST

/groups

Creates a group of users.

Parameters

Name	Description	Type
name required	Group name.	`STRING`

Response

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

GET

/groups

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

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.

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`

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

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.

POST

/groups.users

Adds a user to a group.

Parameters

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

Response

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

Name	Description	Type
id	User ID.	`ARRAY`

GET

/groups.users

Lists the members of a group.

Parameters

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

Response

Returns an array of objects with the following structure:

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

DELETE

/groups.users

Removes a user from a group.

Parameters

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

Response

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

Name	Description	Type
id	User ID.	`ARRAY`

Manages the help desks.

GET

/helpdesks

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages help desks observers.

POST

/helpdesks.observers

Add users as observers to a help desk.

Parameters

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

Response

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

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

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

Response

Returns an array of objects with the following structure:

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

Manages a request.

POST

/incident

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

Parameters

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

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`

GET

/incident

Returns the information of the given request.

Parameters

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Request title.	`STRING`
assigned_id	Assigned agent ID.	`INTEGER`
type_id	Type ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
custom_fields	Array with the custom fields ids as keys and the respective values.	`ARRAY`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`STRING`
sla_incident_first_reply	First response SLA of the request.	`STRING`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
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`
description	Request description.	`STRING`
category_id	Category ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
priority_id	Priority ID.	`INTEGER`
id	Request ID.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
status_id	Status ID.	`INTEGER`

PUT

/incident

Change attributes of a request.

Parameters

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Request title.	`STRING`
assigned_id	Assigned agent ID.	`INTEGER`
type_id	Type ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow	`STRING`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
date_ocurred	Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
description	Request description.	`STRING`
category_id	Category ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
location_id	Location ID.	`INTEGER`
priority_id	Priority ID.	`INTEGER`
id	Request ID.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
status_id	Status 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
date_format	Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.	`STRING`
only_pending	When set to true, it only returns pending approvals.	`BOOLEAN`
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

Name	Description	Type
approval_request_description	Description of the approval.	`TEXT`
type	Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.	`INTEGER`
approval_request_id	ID of the approval template.	`INTEGER`
status	Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.	`INTEGER`
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`
author_id	Author ID of the approval.	`INTEGER`

Manages the acceptance of an approval.

PUT

/incident.approval.accept

Accepts an approval.

Parameters

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

Manages the rejection of an approval.

PUT

/incident.approval.reject

Rejects an approval.

Parameters

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

Lists all the priorities.

GET

/incident.attributes.priority

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

Parameters

Name	Description	Type
id	Priority ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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

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

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

Manages the cancellation of a request.

POST

/incident.cancel

Cancel a request.

Parameters

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

Response

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

Manages the collaborators of the requests.

POST

/incident.collaborator

Requests collaboration from the defined user.

Parameters

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

Response

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

GET

/incident.collaborator

Lists the collaborators IDs.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of the collaborators' IDs.

Name	Description	Type
id	Collaborator ID.	`ARRAY`

Manages the replies from a given request.

POST

/incident.comment

Adds a reply to a request.

Parameters

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

Response

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

GET

/incident.comment

Gets the replies from a given request.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages the custom approvals.

POST

/incident.custom_approval

Requests a custom approval in the given request.

Parameters

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

Response

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

GET

/incident.custom_approval

Lists the custom approvals templates that the given request has.

Parameters

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

Response

Returns an array of the approval templates that a request has, using the approval ID as key and values with the following structure:

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

Manages the custom fields from a request.

POST

/incident.custom_field

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

Parameters

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

Response

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

DELETE

/incident.custom_field

Deletes value in the associated custom field.

Parameters

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

Response

Name	Description	Type
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`

PATCH

/incident.custom_field

Add values for a multiple custom field from a request. This only works for the custom field with type CI. It can only be sent one CI name at a time in the values variable. It must be the complete name of the CI and all the CIs that have that exact name will be added to the multiple custom field.

Response

Name	Description	Type
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.

POST

/incident.external_entity

Links a request to an external entity.

Parameters

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

Response

Name	Description	Type
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`

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

Manages the requests linked to a request.

POST

/incident.link

Links a request to another request.

Parameters

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

Response

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

GET

/incident.link

Lists all the linked requests from a given request.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

Manages the linked assets counters.

GET

/incident.linked_cis.counters.from

Returns counters with the number of incidents of each status.

Parameters

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

Manages the request's observers.

POST

/incident.observer

Adds a user as observer.

Parameters

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

Response

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

GET

/incident.observer

Lists all the IDs of the request's observers.

Parameters

Name	Description	Type
request_id required	Request ID.	`INTEGER`

Response

Returns an array with the IDs of the observers.

Name	Description	Type
user_id	User ID.	`INTEGER`

Manages the requests reassignations to a help desk or agent.

POST

/incident.reassign

Reassigns a request to a help desk and/or agent.

Parameters

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

Response

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

Manages the rejection of a request.

POST

/incident.reject

Rejects a request.

Parameters

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

Response

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

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

POST

/incident.relate.ci.by.keyword

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

Parameters

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

Response

Name	Description	Type
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
request_id required	Request ID.	`INTEGER`
author_id	User ID who reopened the ticket.	`INTEGER`

Response

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

Response

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

Manages the rejection of a request's solution.

PUT

/incident.solution.reject

Rejects the solution of a request.

Parameters

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

Response

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

Manages the spontaneous approvals from a request.

POST

/incident.spontaneous_approval

Creates a spontaneous approval.

Parameters

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

Response

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

Manages the agent waiting status of the requests.

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

Response

Returns an array of objects with the following structure:

Name	Description	Type
title	Request title.	`STRING`
assigned_id	Assigned agent ID.	`INTEGER`
type_id	Type ID.	`INTEGER`
source_id	Source ID.	`INTEGER`
request_customer_sentiment_initial	Initial customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
custom_fields	Array with the custom fields IDs as keys and the respective values.	`ARRAY`
closed_reason	Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.	`INTEGER`
sla_incident_first_reply	First response SLA of the request.	`STRING`
last_update	Last update in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
process_id	Process ID of the request if it is a workflow instance.	`INTEGER`
attachments	Array with the IDs of the attachments.	`ARRAY`
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`
description	Request description.	`STRING`
category_id	Category ID.	`INTEGER`
user_id	Customer ID.	`INTEGER`
creator_id	Creator ID.	`INTEGER`
comments	Array with comments of the requests with the comment structure.	`ARRAY`
request_customer_sentiment_current	Current customer sentiment for the request. "positive", "neutral", "negative"	`STRING`
pretty_id	Request pretty ID as configured on the Service Desk instance.	`STRING`
priority_id	Priority ID.	`INTEGER`
id	Request ID.	`INTEGER`
assigned_group_id	Help desk ID.	`INTEGER`
created_at	Creation date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
closed_at	Closing date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
solved_at	Solution date in epoch or ISO-8601 format depending on the date_format parameter.	`STRING`
sla_incident_resolution	Resolution SLA of the request.	`STRING`
status_id	Status ID.	`INTEGER`

Open requests by agent.

GET

/incidents.by.agent

Lists the requests from a given agent.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Response

Returns an array of objects with the following structure:

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

Manages open requests by customer.

GET

/incidents.by.customer

Lists the open requests from a customer.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Response

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

Manages open requests by sentiment.

GET

/incidents.by.sentiment

Lists the open requests from a sentiment.

Parameters

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

Response

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

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

Manages the requests from a given view ID.

GET

/incidents.by.view

Lists the requests from a view ID.

Parameters

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

Response

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

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

Response

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

Manages the requests that were created within the last hour.

GET

/incidents.last.hour

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages internal notes.

POST

/internalnotes

Creates an internal note.

Parameters

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

Response

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

GET

/internalnotes

Lists all the internal notes, or one in particular.

Parameters

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

Response

Returns an array of objects with the following structure:

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

DELETE

/internalnotes

Deletes an internal note.

Parameters

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

Response

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

PUT

/internalnotes

Updates the info of an internal note.

Parameters

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

Response

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

Manages articles from the Knowledge Base.

POST

/kb.articles

Creates an article.

Parameters

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

Response

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

GET

/kb.articles

Lists all the articles with their properties.

Parameters

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

Response

Returns an array of objects with the following structure:

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

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`

PUT

/kb.articles

Modifies an article given a certain ID.

Parameters

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

Response

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

Manages the attachments from a Knowledge Base article.

POST

/kb.articles.attachments

Adds attachments to an article.

Parameters

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

Response

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

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

DELETE

/kb.articles.attachments

Deletes an attachment from an article.

Parameters

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

Response

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

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

Response

Returns an array of objects with the following structure:

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

Manages Knowledge Base articles by ID.

GET

/kb.articles.by.ids

Lists articles by ID.

Parameters

Name	Description	Type
ids required	Article IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

Manages Knowledge Base articles by keywords.

GET

/kb.articles.by.keywords

Searches for articles by keywords.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Manages Knowledge Base categories.

POST

/kb.categories

Creates a new Knowledge Base category.

Parameters

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

Response

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

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

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`

PUT

/kb.categories

Modifies a Knowledge Base category.

Parameters

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

Response

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

Manages Knowledge Base categories by IDs.

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

Retrieves help desks' levels.

GET

/levels

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

Parameters

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

Response

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

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

Manages help desk levels observers.

POST

/levels.observers

Add users as observers to a help desk level.

Parameters

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

Response

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

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

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.

POST

/locations

Creates a location.

Parameters

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

Response

Name	Description	Type
id	Location ID.	`INTEGER`

GET

/locations

Returns all active locations, or one in particular.

Parameters

Name	Description	Type
id	Location ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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`

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

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.

POST

/locations.users

Adds users to a location.

Parameters

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

Response

Returns an array of objects with the following structure:

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

GET

/locations.users

Lists the members of a location.

Parameters

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

Response

Returns an array of objects with the following structure:

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

DELETE

/locations.users

Removes users from a location.

Parameters

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

Response

Returns an array of objects with the following structure:

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

Returns the current version of the InvGate Service Management instance.

GET

/sd.version

Returns the current version of the InvGate Service Management instance.

Response

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

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

Retrieves time tracking records.

GET

/timetracking

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

Parameters

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

Response

Returns an array of objects with the following structure:

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

DELETE

/timetracking

Deletes a time log entry from a request.

Parameters

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

Response

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

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

Gets user defined triggers.

GET

/triggers

If no ID is specified, it returns a list with all the user defined triggers. Otherwise, it returns the trigger matching the specific trigger ID (if it exists).

Parameters

Name	Description	Type
trigger_id	Trigger ID.	`INTEGER`

Response

Returns an array of objects with the following structure:

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

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

Manages users.

POST

/user

Creates a new user.

Parameters

Name	Description	Type
fax	User fax number.	`STRING`
city	User city.	`STRING`
phone	User phone number.	`STRING`
force_password_change	If true, the user will be forced to change their password on the next login.	`BOOLEAN`
lastname required	User lastname.	`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`
position	User position.	`STRING`
other-email	User secondary email address.	`STRING`
department	User department.	`STRING`
mobile	User mobile phone number.	`STRING`
country	User country.	`STRING`
username	Username.	`STRING`
manager_id	User's manager ID.	`INTEGER`
other	User secondary phone number.	`STRING`
employee_number	User employee number.	`STRING`
birthday	Birthday of the user.	`STRING`
send_set_password_email	If true, the user will receive an email with a link to set their password.	`BOOLEAN`
address	User home address.	`STRING`
office	User office phone number.	`STRING`
name required	User name.	`STRING`
localization	Localization of the user.	`STRING`
email required	User email address.	`STRING`
pass	User password.	`STRING`

Response

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

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

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`

PUT

/user

Updates the info of a user.

Parameters

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

Response

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

Fetches users by username or email.

GET

/user.by

Retrieves the user matching the username or email and displays some basic information about the user. At least one of the input parameters is required.

Parameters

Name	Description	Type
username	Username.	`STRING`
email	User email address.	`STRING`

Response

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

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

POST

/user.convert

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

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

Disables a user.

PUT

/user.disable

Disables a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

Enables a user.

PUT

/user.enable

Enables a user.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

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

Changes the password of a user.

PUT

/user.password

Changes the password of a user.

Parameters

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

Response

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

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

POST

/user.password.reset

Sends an email to the user requesting a new password.

Parameters

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

Response

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

Creates a session token for a user.

POST

/user.token

Creates a new session token for the user that matches the input ID.

Parameters

Name	Description	Type
id required	User ID.	`INTEGER`

Response

Name	Description	Type
token	The new token ID.	`STRING`

Fetches users and allows filtering by IDs.

GET

/users

Retrieves users and displays some basic information about them. It's possible to specify an array of user IDs in order to filter specific users; otherwise, it retrieves all users.

Parameters

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

Fetches users by username, email or any phone numbers.

GET

/users.by

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

Parameters

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

Response

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

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

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

GET

/users.groups

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

Parameters

Name	Description	Type
ids required	Users IDs.	`ARRAY`

Response

Returns an array of objects with the following structure:

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

Deploys a workflow.

PUT

/wf.deploy

Deploys the last version of the workflow.

Parameters

Name	Description	Type
workflow_id required	ID of the workflow to be deployed.	`INTEGER`

Response

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

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

GET

/wf.initialfields.by.category

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

Parameters

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

Response

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

InvGate Service Management Developer Manual

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