Manages the Breaking News.
Returns the requested Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Name |
Description |
Type |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Breaking News title.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
status_id
|
Breaking News status ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Modifies a set of Breaking News.
Parameters
Name |
Description |
Type |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
status_id
|
Breaking News status ID.
|
INTEGER |
title
|
Breaking News title.
|
STRING |
type_id
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
id
required
|
Breaking News ID.
|
INTEGER |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
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_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
body
required
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
title
required
|
Breaking News title.
|
STRING |
type_id
required
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.
|
STRING |
id
|
ID of the Breaking News created.
|
INTEGER |
info
|
Description of the result.
|
STRING |
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_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
body
|
Breaking News body.
|
TEXT |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Breaking News title.
|
STRING |
type_id
|
Breaking News type ID.
|
INTEGER |
status_id
|
Breaking News status ID.
|
INTEGER |
id
|
Breaking News ID.
|
INTEGER |
created_at
|
Creation date 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 |
name
|
Status name.
|
STRING |
id
|
Status ID.
|
INTEGER |
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 |
name
|
Importance type name.
|
STRING |
id
|
Importance type ID.
|
INTEGER |
Manages the updates of the Breaking News.
Returns the updates of the requested Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
body
|
Body of the update.
|
TEXT |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
creator_id
|
Breaking News creator ID.
|
INTEGER |
Creates a new update to the given Breaking News.
Parameters
Name |
Description |
Type |
body
required
|
Breaking News body.
|
TEXT |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
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 |
name
|
Category name.
|
STRING |
id
|
Category ID.
|
INTEGER |
parent_category_id
|
Category parent ID.
|
INTEGER |
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 |
uid
required
|
Custom field ID.
|
INTEGER |
keys
required
|
Array [key1,key2] of keys to be erased.
|
ARRAY |
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 |
total
|
Number of deleted values.
|
INTEGER |
info
|
Description of the result.
|
STRING |
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 |
key_values
required
|
Dictionary {key1: value1, key2: value2, ...} with key-values pairs to be added to the CF list.
|
ARRAY |
type
required
|
Type of configuration to change.
Types:
key-value.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly added or modified; or 'ERROR' if something went wrong.
|
STRING |
total
|
Number of modified/added values.
|
INTEGER |
info
|
Description of the result.
|
STRING |
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 |
key
|
Key defined by the user for the option.
|
STRING |
name
|
Option name.
|
STRING |
hash
|
The unique internal identifier of the option.
|
STRING |
children
|
Array of the option's children.
|
ARRAY |
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 |
name
|
Name of the option, value that the user sees when selecting.
|
STRING |
hash
required
|
Hash value of the item to modify.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
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 |
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 |
name
required
|
Name of the option, value that the user sees when selecting.
|
STRING |
parent_hash
|
Hash value of the parent; if not set, it will be added to the root.
|
STRING |
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 |
label
|
Custom field name.
|
STRING |
categories
|
Categories where custom field applies.
|
STRING |
uid
|
Custom field ID.
|
INTEGER |
type
|
Custom field type ID.
|
INTEGER |
is_required
|
Indicates if the custom field is required. True if it's required and false if it's not.
|
BOOLEAN |
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 |
name
|
Custom field type name.
|
STRING |
id
|
Custom field type ID.
|
INTEGER |
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_internal_ids
required
|
Configuration items IDs from Service Desk.
|
ARRAY |
ci_source_id
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
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 |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
Erases an existing company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the object was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Creates a new company.
Parameters
Name |
Description |
Type |
name
required
|
Company name.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
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 |
name
|
Name of the related group.
|
STRING |
id
|
ID of the related group.
|
INTEGER |
Suppresses the relationship between a users group and a company.
Parameters
Name |
Description |
Type |
groups
required
|
Groups IDs.
|
ARRAY |
unlink_users_too
|
When is set to true, it breaks the relation between the company users and the group.
|
BOOLEAN |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of groups IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Relates a users group to a company.
Parameters
Name |
Description |
Type |
groups
required
|
Groups IDs.
|
ARRAY |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of groups IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
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_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Company name.
|
STRING |
id
|
Company ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
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 |
id
|
User ID.
|
INTEGER |
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 |
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 |
id
|
User ID.
|
INTEGER |
Manages the relationships between users and companies.
Lists the members of a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
name
|
User full name.
|
STRING |
id
|
User ID.
|
INTEGER |
email
|
User email.
|
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 |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total
|
Users total.
|
INTEGER |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
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_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Group name.
|
STRING |
id
|
Group ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
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 |
id
|
User ID.
|
INTEGER |
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 |
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 |
id
|
User ID.
|
INTEGER |
Manages the relationships between users and groups.
Lists the members of a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
username
|
Username.
|
STRING |
name
|
User full name.
|
STRING |
id
|
User ID.
|
INTEGER |
email
|
User email.
|
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 |
name
|
Help desk name.
|
STRING |
id
|
Help desk ID.
|
INTEGER |
include_deleted
|
True if deleted help desks should be included.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
total_members
|
Total of members.
|
INTEGER |
parent_id
|
Help desk parent ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
status_id
|
Help desk status ID.
|
INTEGER |
engine_id
|
Help desk engine ID.
|
INTEGER |
id
|
Help desk ID.
|
INTEGER |
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_users
|
The observers’ users IDs.
|
ARRAY |
name
|
Help Desk name.
|
STRING |
id
|
Help Desk ID.
|
INTEGER |
observer_groups
|
The groups’ IDs that are observers of the entity.
|
ARRAY |
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 |
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 |
id
|
User ID.
|
INTEGER |
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 |
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 |
id
|
User ID.
|
INTEGER |
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 |
total_members
|
Total of members.
|
INTEGER |
level_order
|
If it's a level, indicates the order.
|
INTEGER |
parent_id
|
Parent ID.
|
INTEGER |
status_id
|
Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
|
INTEGER |
name
|
If it is a help desk, indicates the name.
|
STRING |
members_ids
|
Members IDs.
|
ARRAY |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
id
|
Level ID.
|
INTEGER |
Manages a request.
Returns the information of the given request.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields ids as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
Change attributes of a request.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
title
|
Request title.
|
STRING |
date
|
Occurred on timestamp.
|
STRING |
description
|
Request description.
|
TEXT |
reassignment
|
Set to true to reassign the request to a help desk according to the new properties.
|
BOOLEAN |
category_id
|
Category ID.
|
INTEGER |
customer_id
|
Client ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
Creates a request.
Parameters
Name |
Description |
Type |
title
required
|
Request title.
|
STRING |
date
|
Occurred on timestamp in epoch format.
|
STRING |
description
|
Request description. Required for requests and Workflows with descriptions.
|
TEXT |
location_id
|
Location ID.
|
INTEGER |
attachments
|
Array of request's attachments.
|
ARRAY |
category_id
required
|
Category ID.
|
INTEGER |
related_to
|
Requests IDs to link.
|
ARRAY |
customer_id
required
|
Client ID.
|
INTEGER |
creator_id
required
|
Creator ID.
|
INTEGER |
type_id
required
|
Type ID.
|
INTEGER |
priority_id
required
|
Priority 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 |
request_id
|
ID of the created request.
|
INTEGER |
info
|
Description of the result.
|
STRING |
Manages the approvals instances of a request.
Lists the approvals instances that the given request has.
Parameters
Name |
Description |
Type |
only_pending
|
When set to true, it only returns pending approvals.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status
|
Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.
|
INTEGER |
approval_request_description
|
Description of the approval.
|
TEXT |
created_at
|
Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
type
|
Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.
|
INTEGER |
author_id
|
Author ID of the approval.
|
INTEGER |
approval_request_id
|
ID of the approval template.
|
INTEGER |
id
|
ID of the approval instance.
|
INTEGER |
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 |
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 |
only_pending
|
When set to true, it only returns voters who have not voted.
|
BOOLEAN |
approval_id
required
|
Approval ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
status
|
Approval status ID. -2: Annulled, -1: Waiting, 0: Rejected, 1: Approved, 2:Expired.
|
INTEGER |
id
|
User ID.
|
INTEGER |
Manages the rejection of an approval.
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 |
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 |
name
|
Name of the attached file.
|
STRING |
id
|
ID of the attached file.
|
INTEGER |
hash
|
Hash 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 |
name
|
Priority name.
|
STRING |
id
|
Priority ID.
|
INTEGER |
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 |
name
|
Source name.
|
STRING |
id
|
Source ID.
|
INTEGER |
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 |
name
|
Status name.
|
STRING |
id
|
Status ID.
|
INTEGER |
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 |
name
|
Type name.
|
STRING |
id
|
Type ID.
|
INTEGER |
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 |
author_id
required
|
Author ID. Must be the ID of the user that asks for collaboration.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the collaboration was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Manages the replies from a given request.
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 |
is_solution
|
Indicate if the comments returned are the request's solution. 1: Is solution, 0: Is not solution. If this parameter is not provided then all comments will be returned.
|
BOOLEAN |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
incident_id
|
Request ID.
|
INTEGER |
customer_visible
|
Indicates if the comment is internal or not. 0: Internal, 1: Public.
|
BOOLEAN |
attachments
|
Attachment IDs.
|
ARRAY |
id
|
Comment ID.
|
INTEGER |
is_solution
|
Indicates if this comment is the solution of the request. 1: if is the solution, 0: if not.
|
BOOLEAN |
msg_num
|
Number of the message in the request.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
reference
|
ID of the comment that is replying to.
|
INTEGER |
message
|
Message of the comment.
|
STRING |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
Adds a reply to a request.
Parameters
Name |
Description |
Type |
customer_visible
|
Mark as internal. 0: Internal, 1: Public.
|
BOOLEAN |
comment
required
|
Comment to be added.
|
TEXT |
is_solution
|
Mark as solution. 1: Is solution, 0: Is not solution.
|
BOOLEAN |
author_id
required
|
Author ID.
|
INTEGER |
attachments
|
Attachments IDs.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the comment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Manages the custom approvals.
Lists the custom approvals templates that the given request has.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of the approval templates that a request has, using the approval ID as key and values with the following structure:
Name |
Description |
Type |
description_prompt
|
Template description.
|
STRING |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description_required
|
Indicates if the description is required or not. 0: Required, 1: Not required.
|
BOOLEAN |
expired_in
|
Expiration time in seconds.
|
STRING |
status
|
Approval status ID. 1: Active, -1: Deleted.
|
INTEGER |
description
|
Approval description.
|
STRING |
wf_process_id
|
ID of the associated workflow.
|
INTEGER |
expired_approved
|
Indicates the action when the approval expires. 1: Approve, 2: Reject.
|
INTEGER |
pause_sla
|
Indicates if the approval pauses the SLA. 1: Pause, 0: Do not pause.
|
BOOLEAN |
wf_item_id
|
ID of the phase of the associated workflow.
|
INTEGER |
id
|
Approval template ID.
|
INTEGER |
title
|
Approval title.
|
STRING |
Requests a custom approval in the given request.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID of the approval request.
|
INTEGER |
description
|
Custom approval description.
|
TEXT |
approval_id
required
|
Custom approval ID.
|
INTEGER |
request_id
required
|
Request ID.
|
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 |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
request_id
required
|
Request 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 |
author_id
required
|
Author ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
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 |
request_id
required
|
Request 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 |
ext_ref_id
|
External entity reference ID.
|
INTEGER |
name
|
External entity name.
|
STRING |
type
|
Entity type. Always 100.
|
STRING |
ref_id
|
External entity ID.
|
INTEGER |
status
|
Entity status. 1: Enabled, 0: Deleted.
|
BOOLEAN |
Links a request to an external entity.
Parameters
Name |
Description |
Type |
external_entity_id
required
|
External entity ID.
|
INTEGER |
external_entity_ref_id
|
External entity reference ID.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
link_id
|
ID of the created relation.
|
STRING |
info
|
Description of the result.
|
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 |
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 |
ci_id
|
ID of the CI.
|
INTEGER |
requests
|
An object that contains two arrays: one counting linked CIs by request status and the other counting linked CIs by request type (only for open requests).
|
ARRAY |
group
|
Name of the group for this CI.
|
STRING |
Manages the request's observers.
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 |
author_id
required
|
Author ID.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the observer was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Manages the requests reassignations to a help desk or agent.
Reassigns a request to a help desk and/or agent.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
agent_id
|
Agent ID.
|
INTEGER |
group_id
required
|
Help desk ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the help desk or group was correctly reassigned; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request.
Rejects a request.
Parameters
Name |
Description |
Type |
author_id
required
|
ID of the user rejecting the request.
|
INTEGER |
request_id
required
|
ID of the request to reject.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Relates a request to every CI that matches a certain keyword.
Relates a request to every CI that matches a certain keyword.
Parameters
Name |
Description |
Type |
exact_match
|
Indicates if the results must be an exact match or not.
|
BOOLEAN |
keyword
required
|
Keyword to search CIs.
|
STRING |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
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 |
author_id
|
User ID who reopened the ticket.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.
|
STRING |
Manages the acceptance of a request's solution.
Accepts the solution of a request.
Parameters
Name |
Description |
Type |
comment
|
Solution comment. This parameter is required if the rating is less than 4.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
rating
required
|
Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly accepted; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request's solution.
Rejects the solution of a request.
Parameters
Name |
Description |
Type |
comment
required
|
Rejection reason.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly rejected; or 'ERROR' if something went wrong.
|
STRING |
Manages the spontaneous approvals from a request.
Creates a spontaneous approval.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
description
required
|
Approval description.
|
TEXT |
approval_user_id
required
|
User ID from the approval voter.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Manages the 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 |
wait_request_id
required
|
Request ID that will be waiting for.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
info
|
Description of the result.
|
STRING |
Manages the requests.
Lists the requests.
Parameters
Name |
Description |
Type |
ids
required
|
Request IDs.
|
ARRAY |
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 |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
Open requests by agent.
Lists the requests from a given agent.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
username
|
Agent username.
|
STRING |
email
|
Agent email.
|
STRING |
id
|
Agent ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
solved_at
|
Solution date in epoch.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
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 |
ci_ids
required
|
IDs of the CIs.
|
ARRAY |
cis_source_id
required
|
ID of the ITAM tool integration in Service Desk.
|
INTEGER |
group
required
|
Name of the group the CIs belong to. Possible values are ‘Asset’ or ‘BusinessApplication’.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
ci_id
|
ID of the CI.
|
STRING |
requests
|
An object that contains two arrays, one listing linked CIs by request status and the other counting linked CIs by request type, only for open requests.
|
ARRAY |
group
|
Name of the group for this CI.
|
STRING |
Manages open requests by customer.
Lists the open requests from a customer.
Parameters
Name |
Description |
Type |
comments
|
When set to true, it includes the comments of the request.
|
BOOLEAN |
username
|
Customer username.
|
STRING |
email
|
Customer email.
|
STRING |
id
|
Customer ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
solved_at
|
Solution date in epoch.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
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 |
requestIds
|
Request IDs.
|
ARRAY |
info
|
Description of the result.
|
STRING |
Manages the open requests by status.
Lists all open requests matching the status specified by parameter.
Parameters
Name |
Description |
Type |
offset
|
Skip this number of items in the response.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
status_ids
|
Status IDs.
|
ARRAY |
status_id
|
Status ID.
|
INTEGER |
Response
Name |
Description |
Type |
offset
|
Items skipped in the response.
|
INTEGER |
requestIds
|
Request IDs.
|
ARRAY |
limit
|
Number of items per page.
|
INTEGER |
info
|
Description of the result.
|
STRING |
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 |
limit
|
Number of items per page.
|
INTEGER |
view_id
required
|
View ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs returned by the view.
|
ARRAY |
limit
|
Number of items per page.
|
INTEGER |
offset
|
This amount of request were skipped in the response.
|
INTEGER |
info
|
Description of the result.
|
STRING |
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 |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
assigned_group_id
|
Help desk ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
solved_at
|
Solution date in epoch.
|
STRING |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
status_id
|
Status ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
priority_id
|
Priority ID.
|
INTEGER |
id
|
Request ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
assigned_id
|
Assigned agent ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
last_update
|
Last update in epoch.
|
STRING |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
user_id
|
Customer ID.
|
INTEGER |
Manages internal notes.
Lists all the internal notes, or one in particular.
Parameters
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
created_at
|
Creation date of the note in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Note title.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
description
|
Note description.
|
STRING |
last_update
|
Last update of the note in epoch or ISO-8601 format depending on the date_format .
|
STRING |
last_author
|
Last author ID.
|
INTEGER |
id
|
Note ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
Updates the info of an internal note.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Note description.
|
STRING |
title
|
Note title.
|
STRING |
id
required
|
Note ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Deletes an internal note.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
id
required
|
Note ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Creates an internal note.
Parameters
Name |
Description |
Type |
object_id
required
|
Entity ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
description
required
|
Note description.
|
STRING |
title
required
|
Note title.
|
STRING |
object_type
required
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
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 |
category_id
|
Category ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
id
|
Article ID.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
Modifies an article given a certain ID.
Parameters
Name |
Description |
Type |
category_id
|
Category ID.
|
INTEGER |
content
|
Article content.
|
STRING |
title
|
Article title.
|
STRING |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Article description.
|
STRING |
id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
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 |
Creates an article.
Parameters
Name |
Description |
Type |
content
required
|
Article content.
|
STRING |
title
required
|
Article title.
|
STRING |
is_private
|
True if the article is for internal use only.
|
BOOLEAN |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Article description.
|
STRING |
attachments
|
Array of attachments.
|
ARRAY |
category_id
required
|
Category 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 |
name
|
Attachment Filename.
|
STRING |
id
|
Attachment ID.
|
INTEGER |
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 |
author_id
required
|
ID of the user in whose name the update of the article will be done.
|
INTEGER |
article_id
required
|
Article ID.
|
INTEGER |
attachments
|
Array of attachments.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
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 |
limit
|
Number of items per page.
|
INTEGER |
category_id
required
|
Category ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
category_id
|
Category ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
id
|
Article ID.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
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 |
category_id
|
Category ID.
|
INTEGER |
creation_date
|
Creation date in epoch.
|
STRING |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
content
|
Content of the article.
|
STRING |
title
|
Article title.
|
STRING |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
id
|
Article ID.
|
INTEGER |
last_update_date
|
Last update date in epoch.
|
STRING |
Manages Knowledge Base articles by keywords.
Searches for articles by keywords.
Parameters
Name |
Description |
Type |
limit
|
Number of results, 25 by default.
|
INTEGER |
min_search_scoring
|
Minimum search scoring from 0 to 1, which measures the accuracy of the search results.
|
FLOAT |
keywords
required
|
Keywords to search.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
creation_date
|
Creation date in epoch.
|
STRING |
last_update_date
|
Last update date in epoch.
|
STRING |
title
|
Article title.
|
STRING |
views
|
Amount of views that the article has.
|
INTEGER |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
search_scoring
|
Score from 0 to 1 that measures the accuracy of the search result.
|
FLOAT |
content
|
Content of the article.
|
STRING |
author_id
|
Author ID.
|
INTEGER |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
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.
|