Manages the Breaking News.
Returns the requested Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Name |
Description |
Type |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
type_id
|
Breaking News type ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Breaking News title.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Modifies a set of Breaking News.
Parameters
Name |
Description |
Type |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
type_id
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
id
required
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Creates Breaking News.
Parameters
Name |
Description |
Type |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
type_id
required
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
body
required
|
Breaking News body.
|
TEXT |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
title
required
|
Breaking News title.
|
STRING |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
id
|
ID of the Breaking News created.
|
INTEGER |
Lists the Breaking News.
Lists all the Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
type_id
|
Breaking News type ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
title
|
Breaking News title.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Lists the status of the Breaking News.
Lists all the possible status for the Breaking News' and their descriptions. If an ID is provided, only one will be listed.
Parameters
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
name
|
Status name.
|
STRING |
Lists all the Breaking News importance types.
Lists all the importance types of the Breaking News. If an ID its provided, only one will be listed.
Parameters
Name |
Description |
Type |
id
|
Importance type ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Importance type ID.
|
INTEGER |
name
|
Importance type name.
|
STRING |
Manages the updates of the Breaking News.
Returns the updates of the requested Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
creator_id
|
Breaking News creator ID.
|
INTEGER |
body
|
Body of the update.
|
TEXT |
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 |
body
required
|
Breaking News body.
|
TEXT |
is_solution
|
Send 1 to close Breaking News. Send 0 to keep open. Default: 0.
|
BOOLEAN |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News update was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Lists all the categories.
Lists all the categories, or the required one if an ID is provided.
Parameters
Name |
Description |
Type |
id
|
Category ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
parent_category_id
|
Category parent ID.
|
INTEGER |
id
|
Category ID.
|
INTEGER |
name
|
Category name.
|
STRING |
Manages the settings of the list type custom fields.
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 |
Erases keys from the list type custom fields configuration.
Parameters
Name |
Description |
Type |
keys
required
|
Array [key1,key2] of keys to be erased.
|
ARRAY |
uid
required
|
Custom field ID.
|
INTEGER |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
total
|
Number of deleted values.
|
INTEGER |
Configures list type custom fields. If the key already exists, the previous value will be overwritten.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
key_values
required
|
Dictionary {key1: value1, key2: value2, ...} with key-values pairs to be added to the CF list.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly added or modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
total
|
Number of modified/added values.
|
INTEGER |
Manages the settings of the tree type custom fields.
Returns the structure of the tree type custom fields options. The hash is system internal, but it is used to make modifications.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
children
|
Array of the option's children.
|
ARRAY |
key
|
Key defined by the user for the option.
|
STRING |
hash
|
The unique internal identifier of the option.
|
STRING |
name
|
Option name.
|
STRING |
Erases the options from the tree type custom fields and any of its children.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
hash
required
|
Hash value of the item to modify.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Modifies the configuration of the tree type custom fields. If there is no such key, it will be added.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
key
|
Key defined by the user; if no value is set the previous value will be used.
|
STRING |
hash
required
|
Hash value of the item to modify.
|
STRING |
name
|
Name of the option, value that the user sees when selecting.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Adds configuration to the tree type custom fields. If the key already exists, the previous value will be overwritten.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
key
|
Key defined by the user; if no value is set, the hash will be used as key.
|
STRING |
parent_hash
|
Hash value of the parent; if not set, it will be added to the root.
|
STRING |
name
required
|
Name of the option, value that the user sees when selecting.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly added; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Lists the active custom fields.
Returns a list of all the active custom fields.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
description
|
Custom field description.
|
TEXT |
uid
|
Custom field ID.
|
INTEGER |
type
|
Custom field type ID.
|
INTEGER |
label
|
Custom field name.
|
STRING |
categories
|
Categories where custom field applies.
|
STRING |
is_required
|
Indicates if the custom field is required. True if it's required and false if it's not.
|
BOOLEAN |
Custom fields by category.
Returns a list of the custom fields related to a category ID.
Parameters
Name |
Description |
Type |
category_id
required
|
Category ID.
|
INTEGER |
Response
Returns an array with the IDs of the custom fields that apply to the category received as a parameter.
Name |
Description |
Type |
uid
|
Custom field ID.
|
INTEGER |
Lists all the supported custom field types.
Returns a list of all the supported custom field types, with a brief description of the data type for each field.
Response
Returns an array with the following structure:
Name |
Description |
Type |
id
|
Custom field type ID.
|
INTEGER |
name
|
Custom field type name.
|
STRING |
Manages configuration items from custom fields and shared custom fields by IDs.
Returns an array of CIs, linked through custom fields and shared custom fields, with their IDs and properties.
Parameters
Name |
Description |
Type |
ci_source_id
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
ci_internal_ids
required
|
Configuration items IDs from Service Desk.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
ci_name
|
Configuration item name.
|
STRING |
ci_external_id
|
Configuration item external source ID.
|
INTEGER |
ci_internal_id
|
Configuration item ID from Service Desk.
|
INTEGER |
Manages companies.
Returns all the active companies.
Parameters
Name |
Description |
Type |
external_id
|
External ID.
|
STRING |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
Response
Returns an array of companies with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
external_id
|
External ID.
|
STRING |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
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 |
Modifies an existing company.
Parameters
Name |
Description |
Type |
external_id
|
External ID.
|
STRING |
id
required
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the company was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
external_id
|
External ID.
|
STRING |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
Creates a new company.
Parameters
Name |
Description |
Type |
external_id
|
External ID.
|
STRING |
name
required
|
Company name.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the company was correctly created; or 'ERROR' if something went wrong.
|
STRING |
external_id
|
External ID.
|
STRING |
id
|
ID of the created object.
|
INTEGER |
name
|
Company name.
|
STRING |
Manages the relationships between users groups and companies.
Lists all the users groups related to a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
id
|
ID of the related group.
|
INTEGER |
name
|
Name of the related group.
|
STRING |
Suppresses the relationship between a users group and a company.
Parameters
Name |
Description |
Type |
unlink_users_too
|
When is set to true, it breaks the relation between the company users and the group.
|
BOOLEAN |
id
required
|
Company ID.
|
INTEGER |
groups
required
|
Groups IDs.
|
ARRAY |
Response
Returns an array of groups IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Relates a users group to a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
groups
required
|
Groups IDs.
|
ARRAY |
Response
Returns an array of groups IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Manages companies observers.
Returns all active companies and their observers,
or the observers for the specified companies.
Parameters
Name |
Description |
Type |
ids
|
Company IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
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 |
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 |
Manages the relationships between users and companies.
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 |
email
|
User email.
|
STRING |
username
|
Username.
|
STRING |
id
|
User ID.
|
INTEGER |
name
|
User full name.
|
STRING |
Removes a user from a company. If the user is within a group that belongs to that company, they will also be removed from that group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Adds a user to a company. If the company contains groups, the users will also be added to those groups.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Manages groups.
Returns all active groups of users, or one in particular if an ID or name is provided.
Parameters
Name |
Description |
Type |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
Erases a group of users.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the object was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Creates a group of users.
Parameters
Name |
Description |
Type |
name
required
|
Group name.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
Manages groups observers.
Returns all active groups and their observers,
or the observers for the specified groups.
Parameters
Name |
Description |
Type |
ids
|
Group IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
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 |
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 |
Manages the relationships between users and groups.
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 |
email
|
User email.
|
STRING |
username
|
Username.
|
STRING |
id
|
User ID.
|
INTEGER |
name
|
User full name.
|
STRING |
Removes a user from a group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Adds a user to a group.
Parameters
Name |
Description |
Type |
users
required
|
Users IDs.
|
ARRAY |
id
required
|
Group ID.
|
INTEGER |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Manages the help desks.
Returns all the active help desks, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Help desk ID.
|
INTEGER |
include_deleted
|
True if deleted help desks should be included.
|
BOOLEAN |
name
|
Help desk name.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
engine_id
|
Help desk engine ID.
|
INTEGER |
status_id
|
Help desk status ID.
|
INTEGER |
total_members
|
Total of members.
|
INTEGER |
parent_id
|
Help desk parent ID.
|
INTEGER |
id
|
Help desk ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
Manages help desks observers.
Returns all active help desks and their observers,
or the observers for the specified help desks.
Parameters
Name |
Description |
Type |
ids
|
Help Desk IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Help Desk ID.
|
INTEGER |
name
|
Help Desk name.
|
STRING |
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 |
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 |
Manages help desks and levels.
Returns all the help desks and levels, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Level ID.
|
INTEGER |
include_deleted
|
True if deleted help desks and levels should be included.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
total_members
|
Total of members.
|
INTEGER |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
level_order
|
If it's a level, indicates the order.
|
INTEGER |
members_ids
|
Members IDs.
|
ARRAY |
parent_id
|
Parent ID.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
name
|
If it is a help desk, indicates the name.
|
STRING |
Manages a request.
Returns the information of the given request.
Parameters
Name |
Description |
Type |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
id
required
|
Request ID.
|
INTEGER |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
type_id
|
Type ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
STRING |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields ids as keys and the respective values.
|
ARRAY |
Change attributes of a request.
Parameters
Name |
Description |
Type |
type_id
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
reassignment
|
Set to true to reassign the request to a help desk according to the new properties.
|
BOOLEAN |
title
|
Request title.
|
STRING |
category_id
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
description
|
Request description.
|
TEXT |
priority_id
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
date
|
Occurred on timestamp.
|
STRING |
customer_id
|
Client ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
type_id
|
Type ID.
|
INTEGER |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update 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 |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
Creates a request.
Parameters
Name |
Description |
Type |
attachments
|
Array of request's attachments.
|
ARRAY |
type_id
required
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
title
required
|
Request title.
|
STRING |
related_to
|
Requests IDs to link.
|
ARRAY |
creator_id
required
|
Creator ID.
|
INTEGER |
category_id
required
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
description
|
Request description. Required for requests and Workflows with descriptions.
|
TEXT |
priority_id
required
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
date
|
Occurred on timestamp in epoch format.
|
STRING |
location_id
|
Location ID.
|
INTEGER |
customer_id
required
|
Client ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
request_id
|
ID of the created request.
|
INTEGER |
Manages the approvals instances of a request.
Lists the approvals instances that the given request has.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
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 |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
approval_request_description
|
Description of the approval.
|
TEXT |
created_at
|
Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
type
|
Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.
|
INTEGER |
status
|
Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.
|
INTEGER |
approval_request_id
|
ID of the approval template.
|
INTEGER |
id
|
ID of the approval instance.
|
INTEGER |
author_id
|
Author ID of the approval.
|
INTEGER |
Manages the acceptance of an approval.
Accepts an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be accepted.
|
INTEGER |
user_id
required
|
ID of the user who will accept the approval.
|
INTEGER |
note
|
Note for the approval acceptance.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly accepted.
|
STRING |
Manages the voters of an approval.
Adds a voter to an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
ID of the approval instance.
|
INTEGER |
user_id
required
|
Author ID of the approval.
|
INTEGER |
Response
Name |
Description |
Type |
approval_id
|
ID of the approval instance.
|
INTEGER |
user_id
|
Author ID of the approval.
|
INTEGER |
Manages the cancellation of an approval.
Cancels an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be cancelled.
|
INTEGER |
user_id
required
|
ID of the user who will cancel the approval.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly canceled; or 'ERROR' if something went wrong.
|
STRING |
Manages the users that could accept or reject the approval.
Lists users that could accept or reject the approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID.
|
INTEGER |
only_pending
|
When set to true, it only returns voters who have not voted.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
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.
Rejects an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be rejected.
|
INTEGER |
user_id
required
|
ID of the user will reject the approval.
|
INTEGER |
note
|
Note for the approval rejection.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Lists the statuses of the approvals.
Lists the statuses of the approvals.
Response
Returns an array with status ID as keys and status description as values.
Name |
Description |
Type |
id
|
Status ID and description.
|
ARRAY |
Lists the available approvals types.
Lists the available approvals types.
Response
Returns an array with type id as keys and type description as values.
Name |
Description |
Type |
id
|
Type ID and description.
|
ARRAY |
Lists the status of the approval votes.
Lists the status of the approval votes.
Response
Returns an array with status id as keys and status description as values.
Name |
Description |
Type |
id
|
Status ID and description.
|
ARRAY |
Manages the attachments of the requests.
Returns the requested attachment.
Parameters
Name |
Description |
Type |
id
required
|
Attachment ID.
|
INTEGER |
Response
Name |
Description |
Type |
url
|
URL of the attached file.
|
STRING |
extension
|
Extension of the attached file.
|
STRING |
id
|
ID of the attached file.
|
INTEGER |
hash
|
Hash of the attached file.
|
STRING |
name
|
Name of the attached file.
|
STRING |
Lists all the priorities.
Lists all the priorities, or only one if an ID its provided.
Parameters
Name |
Description |
Type |
id
|
Priority ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Priority ID.
|
INTEGER |
name
|
Priority name.
|
STRING |
Lists all the requests sources.
Lists all the sources. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Source ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Source ID.
|
INTEGER |
name
|
Source name.
|
STRING |
Lists all the status.
Lists all the status. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Status ID.
|
INTEGER |
name
|
Status name.
|
STRING |
Lists all the types.
Lists all the types. If an ID is provided, only the one that matches the specified ID will be listed.
Parameters
Name |
Description |
Type |
id
|
Type ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Type ID.
|
INTEGER |
name
|
Type name.
|
STRING |
Manages the collaborators of the requests.
Lists the collaborators IDs.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Requests collaboration from the defined user.
Parameters
Name |
Description |
Type |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
author_id
required
|
Author ID. Must be the ID of the user that asks for collaboration.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the collaboration was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Manages the replies from a given request.
Gets the replies from a given request.
Parameters
Name |
Description |
Type |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
request_id
required
|
Request ID.
|
INTEGER |
is_solution
|
Indicate if the comments returned are the request's solution. 1: Is solution, 0: Is not solution. If this parameter is not provided then all comments will be returned.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
customer_visible
|
Indicates if the comment is internal or not. 0: Internal, 1: Public.
|
BOOLEAN |
msg_num
|
Number of the message in the request.
|
INTEGER |
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 |
reference
|
ID of the comment that is replying to.
|
INTEGER |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
attachments
|
Attachment IDs.
|
ARRAY |
incident_id
|
Request ID.
|
INTEGER |
id
|
Comment ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
Adds a reply to a request.
Parameters
Name |
Description |
Type |
customer_visible
|
Mark as internal. 0: Internal, 1: Public.
|
BOOLEAN |
request_id
required
|
Request ID.
|
INTEGER |
is_solution
|
Mark as solution. 1: Is solution, 0: Is not solution.
|
BOOLEAN |
comment
required
|
Comment to be added.
|
TEXT |
attachments
|
Attachments IDs.
|
ARRAY |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the comment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
error
|
Description of the error.
|
STRING |
Manages the custom approvals.
Lists the custom approvals templates that the given request has.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of the approval templates that a request has, using the approval ID as key and values with the following structure:
Name |
Description |
Type |
expired_approved
|
Indicates the action when the approval expires. 1: Approve, 2: Reject.
|
INTEGER |
description_required
|
Indicates if the description is required or not. 0: Required, 1: Not required.
|
BOOLEAN |
expired_in
|
Expiration time in seconds.
|
STRING |
title
|
Approval title.
|
STRING |
pause_sla
|
Indicates if the approval pauses the SLA. 1: Pause, 0: Do not pause.
|
BOOLEAN |
description_prompt
|
Template description.
|
STRING |
wf_item_id
|
ID of the phase of the associated workflow.
|
INTEGER |
description
|
Approval description.
|
STRING |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
wf_process_id
|
ID of the associated workflow.
|
INTEGER |
status
|
Approval status ID. 1: Active, -1: Deleted.
|
INTEGER |
id
|
Approval template ID.
|
INTEGER |
Requests a custom approval in the given request.
Parameters
Name |
Description |
Type |
description
|
Custom approval description.
|
TEXT |
request_id
required
|
Request ID.
|
INTEGER |
approval_id
required
|
Custom approval ID.
|
INTEGER |
author_id
required
|
Author ID of the approval request.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Manages the custom fields from a request.
Deletes value in the associated custom field.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Deletes value in the associated custom field.
|
STRING |
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.
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 |
request_id
required
|
Request ID.
|
INTEGER |
values
required
|
Array of values. If only one is required, only the first will be processed. If you are sending files, here you should list the names (with extension) of the files.
|
ARRAY |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the external entities linked to a request.
Lists all the external entities linked to a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
link_id
|
Relation ID.
|
INTEGER |
type
|
Entity type. Always 100.
|
STRING |
ext_ref_id
|
External entity reference ID.
|
INTEGER |
status
|
Entity status. 1: Enabled, 0: Deleted.
|
BOOLEAN |
ref_id
|
External entity ID.
|
INTEGER |
name
|
External entity name.
|
STRING |
Links a request to an external entity.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
external_entity_ref_id
|
External entity reference ID.
|
STRING |
external_entity_id
required
|
External entity ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
link_id
|
ID of the created relation.
|
STRING |
Manages the requests linked to a request.
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 |
Links a request to another request.
Parameters
Name |
Description |
Type |
request_ids
required
|
Request IDs to link.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
error
|
Description of the error.
|
STRING |
Manages the linked assets counters.
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 |
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 |
ci_id
|
ID of the CI.
|
INTEGER |
Manages the request's observers.
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 |
Adds a user as observer.
Parameters
Name |
Description |
Type |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the observer was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Manages the requests reassignations to a help desk or agent.
Reassigns a request to a help desk and/or agent.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
group_id
required
|
Help desk ID.
|
INTEGER |
agent_id
|
Agent ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the help desk or group was correctly reassigned; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request.
Rejects a request.
Parameters
Name |
Description |
Type |
request_id
required
|
ID of the request to reject.
|
INTEGER |
author_id
required
|
ID of the user rejecting the request.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Relates a request to every CI that matches a certain keyword.
Relates a request to every CI that matches a certain keyword.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
exact_match
|
Indicates if the results must be an exact match or not.
|
BOOLEAN |
keyword
required
|
Keyword to search CIs.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the CIs were correctly related; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages a request reopening.
Reopens a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
author_id
|
User ID who reopened the ticket.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result
|
STRING |
error
|
Error code
|
STRING |
Manages the acceptance of a request's solution.
Accepts the solution of a request.
Parameters
Name |
Description |
Type |
rating
required
|
Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
|
INTEGER |
id
required
|
Request ID.
|
INTEGER |
comment
|
Solution comment. This parameter is required if the rating is less than 4.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly accepted; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request's solution.
Rejects the solution of a request.
Parameters
Name |
Description |
Type |
id
required
|
Request ID.
|
INTEGER |
comment
required
|
Rejection reason.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Manages the spontaneous approvals from a request.
Creates a spontaneous approval.
Parameters
Name |
Description |
Type |
description
required
|
Approval description.
|
TEXT |
request_id
required
|
Request ID.
|
INTEGER |
approval_user_id
required
|
User ID from the approval voter.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Manages the agent waiting status of the requests.
Sets the agent waiting status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the customer waiting status of the requests.
Sets the waiting for customer status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the waiting for date status of the requests.
Sets the waiting for date status to the request.
Parameters
Name |
Description |
Type |
timestamp
required
|
Date timestamp to set.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the waiting for external entities status of the requests.
Sets the request in the waiting for external entity status. The entity should be already linked.
Parameters
Name |
Description |
Type |
entity_link_id
required
|
External entity ID to link to the request status.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the waiting for another request status.
Sets the request in the waiting for another request status.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
wait_request_id
required
|
Request ID that will be waiting for.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the requests.
Lists the requests.
Parameters
Name |
Description |
Type |
ids
required
|
Request IDs.
|
ARRAY |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
type_id
|
Type ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
Open requests by agent.
Lists the requests from a given agent.
Parameters
Name |
Description |
Type |
email
|
Agent email.
|
STRING |
username
|
Agent username.
|
STRING |
id
|
Agent 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 |
type_id
|
Type ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
created_at
|
Creation date in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
Manages requests linked to CIs.
Returns all the requests linked to a CI, considering its IDs, its groups and the ID of the integration it belongs to.
Parameters
Name |
Description |
Type |
cis_source_id
required
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
group
required
|
Name of the group the CIs belong to. Possible values are ‘Asset’ or ‘BusinessApplication’.
|
STRING |
ci_ids
required
|
IDs of the CIs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
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 |
ci_id
|
ID of the CI.
|
STRING |
Manages open requests by customer.
Lists the open requests from a customer.
Parameters
Name |
Description |
Type |
email
|
Customer email.
|
STRING |
username
|
Customer username.
|
STRING |
id
|
Customer 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 |
type_id
|
Type ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
created_at
|
Creation date in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
Manages open requests by help desk.
Lists the open requests from a help desk.
Parameters
Name |
Description |
Type |
helpdesk_id
|
Help desk ID.
|
INTEGER |
helpdesk_ids
|
Help desks IDs.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
requestIds
|
Request IDs.
|
ARRAY |
Manages the open requests by status.
Lists all open requests matching the status specified by parameter.
Parameters
Name |
Description |
Type |
status_id
|
Status ID.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
status_ids
|
Status IDs.
|
ARRAY |
limit
|
Number of items per page.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
limit
|
Number of items per page.
|
INTEGER |
requestIds
|
Request IDs.
|
ARRAY |
offset
|
Items skipped in the response.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
total
|
Total items.
|
INTEGER |
Manages the requests from a given view ID.
Lists the requests from a view ID.
Parameters
Name |
Description |
Type |
offset
|
Skip this amount of requests in the response.
|
INTEGER |
view_id
required
|
View ID.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
offset
|
This amount of request were skipped in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
requestIds
|
Request IDs returned by the view.
|
ARRAY |
Lists the requests with their details from a view ID.
Lists the requests with their details from a view ID.
Parameters
Name |
Description |
Type |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
order_by
|
The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.
|
STRING |
view_id
required
|
View ID.
|
INTEGER |
sort_by
|
Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.
|
STRING |
Response
Name |
Description |
Type |
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.
Lists all the requests that were created within the last hour.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
type_id
|
Type ID.
|
INTEGER |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
assigned_group_id
|
Help desk ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
category_id
|
Category ID.
|
INTEGER |
assigned_id
|
Assigned agent ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
title
|
Request title.
|
STRING |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
closed_at
|
Closing date in epoch.
|
STRING |
created_at
|
Creation date in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
Manages internal notes.
Lists all the internal notes, or one in particular.
Parameters
Name |
Description |
Type |
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 |
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 |
description
|
Note description.
|
STRING |
created_at
|
Creation date of the note in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
last_author
|
Last author ID.
|
INTEGER |
last_update
|
Last update of the note in epoch or ISO-8601 format depending on the date_format .
|
STRING |
object_id
|
Entity ID.
|
INTEGER |
title
|
Note title.
|
STRING |
id
|
Note ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
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 |
Updates the info of an internal note.
Parameters
Name |
Description |
Type |
description
|
Note description.
|
STRING |
title
|
Note title.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Creates an internal note.
Parameters
Name |
Description |
Type |
object_id
required
|
Entity ID.
|
INTEGER |
description
required
|
Note description.
|
STRING |
object_type
required
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
title
required
|
Note title.
|
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 |
Manages articles from the Knowledge Base.
Lists all the articles with their properties.
Parameters
Name |
Description |
Type |
offset
|
Skip this number of items in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
responsible_id
|
Responsible ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
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 |
Modifies an article given a certain ID.
Parameters
Name |
Description |
Type |
description
|
Article description.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
content
|
Article content.
|
STRING |
title
|
Article title.
|
STRING |
is_private
|
Mark as private. 1: Is private. 0: Is public.
|
BOOLEAN |
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 |
Creates an article.
Parameters
Name |
Description |
Type |
description
|
Article description.
|
STRING |
attachments
|
Array of attachments.
|
ARRAY |
category_id
required
|
Category ID.
|
INTEGER |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
content
required
|
Article content.
|
STRING |
title
required
|
Article title.
|
STRING |
is_private
|
Mark as private. 1: Is private. 0: Is public.
|
BOOLEAN |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.
|
STRING |
article_id
|
Article ID.
|
INTEGER |
Manages the attachments from a Knowledge Base article.
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 |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
url
|
Attachment URL.
|
STRING |
id
|
Attachment ID.
|
INTEGER |
name
|
Attachment Filename.
|
STRING |
Deletes an attachment from an article.
Parameters
Name |
Description |
Type |
attachment_id
required
|
Attachment ID.
|
INTEGER |
article_id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Adds attachments to an article.
Parameters
Name |
Description |
Type |
attachments
|
Array of attachments.
|
ARRAY |
article_id
required
|
Article ID.
|
INTEGER |
author_id
required
|
ID of the user in whose name the update of the article will be done.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Manages Knowledge Base articles by category.
Lists all the articles that belong to a certain category.
Parameters
Name |
Description |
Type |
offset
|
Skip this number of items in the response.
|
INTEGER |
category_id
required
|
Category ID.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
responsible_id
|
Responsible ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
Manages Knowledge Base articles by ID.
Lists articles by ID.
Parameters
Name |
Description |
Type |
ids
required
|
Article IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
responsible_id
|
Responsible ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
Manages Knowledge Base articles by keywords.
Searches for articles by keywords.
Parameters
Name |
Description |
Type |
keywords
required
|
Keywords to search.
|
STRING |
min_search_scoring
|
Minimum search scoring from 0 to 1, which measures the accuracy of the search results.
|
FLOAT |
limit
|
Number of results, 25 by default.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
views
|
Amount of views that the article has.
|
INTEGER |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
responsible_id
|
Responsible ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
search_scoring
|
Score from 0 to 1 that measures the accuracy of the search result.
|
FLOAT |
Manages Knowledge Base categories.
Lists all the Knowledge Base categories.
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
parent_id
|
Category parent ID.
|
INTEGER |
id
|
Category ID.
|
INTEGER |
name
|
Category name.
|
STRING |
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 |
Modifies a Knowledge Base category.
Parameters
Name |
Description |
Type |
parent_id
|
Category parent ID.
|
INTEGER |
id
required
|
Category ID.
|
INTEGER |
name
|
Category name.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the category was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Creates a new Knowledge Base category.
Parameters
Name |
Description |
Type |
parent_id
required
|
Category Parent ID.
|
INTEGER |
name
required
|
Category name.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the category was correctly created; or 'ERROR' if something went wrong.
|
STRING |
category_id
|
Category ID.
|
STRING |
Manages Knowledge Base categories by IDs.
Lists Knowledge Base categories by some given IDs.
Parameters
Name |
Description |
Type |
ids
required
|
Category IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
parent_id
|
Category parent ID.
|
INTEGER |
id
|
Category ID.
|
INTEGER |
name
|
Category name.
|
STRING |
Retrieves help desks' levels.
Returns all active help desks' levels, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Level ID.
|
INTEGER |
include_deleted
|
Set it to 'false' to exclude deleted levels. By default, it will retrieve deleted levels.
|
BOOLEAN |
Response
Returns an array of objects or one object with the following structure:
Name |
Description |
Type |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
members_ids
|
List of members IDs that the level has.
|
ARRAY |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
total_members
|
Total amount of members that the level has.
|
INTEGER |
level_order
|
Level order.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
Manages help desk levels observers.
Returns all active help desk levels and their observers,
or the observers for the specified help desk levels.
Parameters
Name |
Description |
Type |
ids
|
Level IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Level ID.
|
INTEGER |
name
|
Level name.
|
STRING |
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 |
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 |
Manages locations.
Returns all active locations, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Location ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
parent_id
|
Parent location ID.
|
INTEGER |
total
|
Number of users with this location.
|
INTEGER |
id
|
Location ID.
|
INTEGER |
name
|
Location name.
|
STRING |
Erases an existing location and its sublocations.
Parameters
Name |
Description |
Type |
id
required
|
Location ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the location was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Creates a location.
Parameters
Name |
Description |
Type |
parent_id
|
Parent location ID.
|
INTEGER |
name
required
|
Location name.
|
STRING |
Response
Name |
Description |
Type |
id
|
Location ID.
|
INTEGER |
Manages locations observers.
Returns all active locations and their observers,
or the observers for the specified locations.
Parameters
Name |
Description |
Type |
ids
|
Location IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
observer_users
|
The observers’ users IDs.
|
ARRAY |
id
|
Location ID.
|
INTEGER |
name
|
Location name.
|
STRING |
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 |
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 |
Manages the relationships between users and locations.
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 |
email
|
User email.
|
STRING |
username
|
Username.
|
STRING |
id
|
User ID.
|
INTEGER |
name
|
User full name.
|
STRING |
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 |
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 |
Returns the current version of the Service Desk instance.
Returns the current version of the Service Desk instance.
Response
Returns a string with the current version of Service Desk.
Name |
Description |
Type |
version
|
Service Desk version.
|
STRING |
Retrieves time tracking records.
Lists all the available time tracking records within a specific time interval or a request ID.
Parameters
Name |
Description |
Type |
from
|
Initial date and time of the interval (must be in ISO-8601 format). Required if the request_id parameter is not provided.
|
STRING |
request_id
|
Request ID. Required if the from parameter is not provided.
|
INTEGER |
to
|
Ending date and time of the interval (must be in ISO-8601 format). If it's not specified, the current time will be used.
|
STRING |
date_format
|
Indicate the date format. The available formats are 'iso8601noT' or 'iso8601'. If null, 'iso8601noT' format is returned, witch is ISO-8601 no T (YYYY-mm-dd H:i).
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
timetracking_id
|
Time tracking entry ID.
|
INTEGER |
comment
|
Comment of the logged period.
|
STRING |
timetracking_category_id
|
Time tracking category ID.
|
INTEGER |
status
|
Time tracking entry status. 1: Enabled, 0: Deleted.
|
INTEGER |
from
|
Initial date and time of the interval (in ISO 8601 format).
|
STRING |
incident
|
Request ID.
|
INTEGER |
to
|
Ending date and time of the interval (in ISO 8601 format).
|
STRING |
total
|
Total amount of time in seconds.
|
STRING |
user_id
|
Author ID.
|
INTEGER |
Deletes a time log entry from a request.
Parameters
Name |
Description |
Type |
timetracking_id
required
|
Time tracking entry ID
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
user_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the time tracking entry was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Lists all the time tracking categories, or the required one if an ID is provided.
Parameters
Name |
Description |
Type |
id
|
Time tracking category ID.
|
INTEGER |
Response
Name |
Description |
Type |
cost_per_hour
|
Cost of a working hour under the category.
|
FLOAT |
parent_id
|
Time tracking parent category ID
|
INTEGER |
id
|
Time tracking category ID.
|
INTEGER |
name
|
Time tracking category name.
|
STRING |
Gets user defined triggers.
If no ID is specified, it returns a list with all the user defined triggers. Otherwise, it returns the trigger matching the specific trigger ID (if it exists).
Parameters
Name |
Description |
Type |
trigger_id
|
Trigger ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
trigger_name
|
Trigger name.
|
STRING |
id
|
Trigger ID.
|
INTEGER |
Gets a list of user defined triggers that were executed in the last hour.
Returns a list detailing each time that a specific trigger was executed in the last hour. If no trigger ID is provided, it returns all the times that user defined triggers were executed in the last hour.
Parameters
Name |
Description |
Type |
trigger_id
|
Trigger ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
request_id
|
ID of the affected request.
|
INTEGER |
trigger_id
|
Trigger ID.
|
INTEGER |
id
|
Execution ID.
|
INTEGER |
executed_at
|
Execution timestamp.
|
INTEGER |
Manages users.
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 |
position
|
User position.
|
STRING |
role_name
|
User’s role.
|
STRING |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
department
|
User department.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
location
|
User localization.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
id
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
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 |
Updates the info of a user.
Parameters
Name |
Description |
Type |
position
|
User position.
|
STRING |
localization
|
Localization of the user.
|
STRING |
employee_number
|
User employee number.
|
STRING |
department
|
User department.
|
STRING |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
fax
|
User fax 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.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
id
required
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
other
|
User secondary phone number.
|
STRING |
other-email
|
User secondary email address.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Creates a new user.
Parameters
Name |
Description |
Type |
position
|
User position.
|
STRING |
birthday
|
Birthday of the user.
|
STRING |
is_external
|
An external user can't login to the system and can only interact with it via email.
|
BOOLEAN |
localization
|
Localization of the user.
|
STRING |
send_set_password_email
|
If true, the user will receive an email with a link to set their password.
|
BOOLEAN |
employee_number
|
User employee number.
|
STRING |
department
|
User department.
|
STRING |
force_password_change
|
If true, the user will be forced to change their password on the next login.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
required
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
required
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
doc
|
User national ID number.
|
STRING |
other
|
User secondary phone number.
|
STRING |
other-email
|
User secondary email address.
|
STRING |
office
|
User office phone number.
|
STRING |
pass
|
User password.
|
STRING |
city
|
User city.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
name
required
|
User name.
|
STRING |
Response
Name |
Description |
Type |
position
|
User position.
|
STRING |
role_name
|
User’s role.
|
STRING |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
department
|
User department.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
location
|
User localization.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
id
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
Fetches users by username or email.
Retrieves the user matching the username or email and displays some basic information about the user. At least one of the input parameters is required.
Parameters
Name |
Description |
Type |
email
|
User email address.
|
STRING |
username
|
Username.
|
STRING |
Response
Name |
Description |
Type |
position
|
User position.
|
STRING |
role_name
|
User’s role.
|
STRING |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
department
|
User department.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
location
|
User localization.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
id
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
Changes the user type by converting it from external into internal user.
Changes the user from external into internal and sends an email to the user requesting a new password.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully converted from external into internal; or 'ERROR' if something went wrong.
|
STRING |
Disables a user.
Disables a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully disabled; or 'ERROR' if something went wrong.
|
STRING |
Enables a user.
Enables a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the user was successfully enabled; or 'ERROR' if something went wrong.
|
STRING |
Changes the password of a user.
Changes the password of a user.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
force_password_change
|
If true, the user will be forced to change their password on the next login.
|
BOOLEAN |
password
required
|
New password.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the password has been successfully changed; or 'ERROR' if something went wrong.
|
STRING |
Resets the user's password and sends an action required email to the user.
Sends an email to the user requesting a new password.
Parameters
Name |
Description |
Type |
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.
Creates a new session token for the user that matches the input ID.
Parameters
Name |
Description |
Type |
id
required
|
User ID.
|
INTEGER |
Response
Name |
Description |
Type |
token
|
The new token ID.
|
STRING |
Fetches users and allows filtering by IDs.
Retrieves users and displays some basic information about them. It's possible to specify an array of user IDs in order to filter specific users; otherwise, it retrieves all users.
Parameters
Name |
Description |
Type |
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 |
position
|
User position.
|
STRING |
role_name
|
User’s role.
|
STRING |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
department
|
User department.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
location
|
User localization.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
id
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
Fetches users by username, email or any phone numbers.
Retrieves users matching username, email or any of their phone numbers and displays basic information about them.
Parameters
Name |
Description |
Type |
employee_number
|
User employee number.
|
STRING |
email
|
User email address.
|
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 |
other_phone
|
User secondary phone number.
|
STRING |
include_disabled
|
Indicate if disabled users should be included. True if they should be included and false if not. If this parameter is not provided then disabled users won't be returned.
|
BOOLEAN |
username
|
Username.
|
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 |
office_phone
|
User office phone number.
|
STRING |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
fax_phone
|
User fax number.
|
STRING |
mobile_phone
|
User mobile phone number.
|
STRING |
Response
Returns an array of objects (with pagination, 10 objects per page) with the following structure:
Name |
Description |
Type |
position
|
User position.
|
STRING |
role_name
|
User’s role.
|
STRING |
is_external
|
Returns 'true' if the user is external.
|
BOOLEAN |
department
|
User department.
|
STRING |
employee_number
|
User's employee number.
|
STRING |
is_disabled
|
Returns 'true' if the user has been disabled.
|
BOOLEAN |
location
|
User localization.
|
STRING |
is_deleted
|
Returns 'true' if the user has been deleted.
|
BOOLEAN |
phone
|
User phone number.
|
STRING |
address
|
User home address.
|
STRING |
lastname
|
User lastname.
|
STRING |
mobile
|
User mobile phone number.
|
STRING |
other_email
|
User secondary email address.
|
STRING |
fax
|
User fax number.
|
STRING |
username
|
Username.
|
STRING |
email
|
User email address.
|
STRING |
country
|
User country.
|
STRING |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
user_type
|
User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
|
INTEGER |
id
|
User ID.
|
INTEGER |
doc
|
User national ID number.
|
STRING |
type
|
User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
|
INTEGER |
other
|
User secondary phone number.
|
STRING |
manager_id
|
User's manager ID.
|
INTEGER |
office
|
User office phone number.
|
STRING |
city
|
User city.
|
STRING |
birthday
|
User birthday.
|
STRING |
name
|
User name.
|
STRING |
Retrieves user's groups, companies, helpdesks and locations.
Returns the user's groups, companies, helpdesks and locations.
Parameters
Name |
Description |
Type |
ids
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
locations_observed
|
Array with the user observed locations.
|
ARRAY |
username
|
Username.
|
STRING |
locations
|
Array with the user locations.
|
ARRAY |
groups_observed
|
Array with the user observed groups.
|
ARRAY |
helpdesks
|
Array with the user helpdesks/levels.
|
ARRAY |
email
|
User email address.
|
STRING |
helpdesks_observed
|
Array with the user observed helpdesks.
|
ARRAY |
companies_observed
|
Array with the user observed companies.
|
ARRAY |
id
|
User ID.
|
INTEGER |
groups
|
Array with the user groups.
|
ARRAY |
companies
|
Array with the user companies.
|
ARRAY |
Deploys a workflow.
Deploys the last version of the workflow.
Parameters
Name |
Description |
Type |
workflow_id
required
|
ID of the workflow to be deployed.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.
|
STRING |
description
|
Confirmation message.
|
INTEGER |
workflow_id
|
ID of the deployed workflow.
|
INTEGER |
Lists the initial fields needed to create a request from a workflow.
Lists the initial fields needed to create a request from a workflow.
Parameters
Name |
Description |
Type |
category_id
required
|
ID of the category related to a workflow.
|
INTEGER |
Response
Name |
Description |
Type |
workflow_initial_fields
|
ARRAY with all the properties each field has.
|
ARRAY |
category_id
|
ID of the category related to a workflow.
|
INTEGER |
associated_workflow_name
|
Name of the associated workflow.
|
STRING |
associated_workflow_id
|
ID of the associated workflow.
|
INTEGER |