Manages the Breaking News.
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 |
affected_helpdesk_ids
|
Help desks that are affected. It is required unless there is at least one group affected.
|
ARRAY |
title
required
|
Breaking News title.
|
STRING |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
INTEGER |
body
required
|
Breaking News body.
|
TEXT |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
type_id
required
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
Response
Name |
Description |
Type |
id
|
ID of the Breaking News created.
|
INTEGER |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the Breaking News was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Modifies a set of Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News ID.
|
INTEGER |
affected_group_ids
|
Groups that are affected. It is required unless there is at least one help desk affected.
|
ARRAY |
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 |
resolution_time
|
Estimated resolution time. Must be a timestamp (epoch format).
|
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 |
type_id
|
Type ID of the breaking news based on importance. 1: High, 2: Medium, 3: Low.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the Breaking News was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
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 |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Breaking News ID.
|
INTEGER |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
title
|
Breaking News title.
|
STRING |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
type_id
|
Breaking News type ID.
|
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 |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Breaking News ID.
|
INTEGER |
affected_group_ids
|
Array with IDs of affected groups.
|
ARRAY |
resolution_time
|
Resolution time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
status_id
|
Breaking News status ID.
|
INTEGER |
title
|
Breaking News title.
|
STRING |
affected_helpdesk_ids
|
Array with IDs of affected help desks.
|
ARRAY |
created_by_id
|
Breaking News creator ID.
|
INTEGER |
body
|
Breaking News body.
|
TEXT |
type_id
|
Breaking News type ID.
|
INTEGER |
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.
Creates a new update to the given Breaking News.
Parameters
Name |
Description |
Type |
id
required
|
Breaking News ID.
|
INTEGER |
body
required
|
Breaking News body.
|
TEXT |
creator_id
|
ID of the Breaking News' creator. If none is provided then it will be the system.
|
INTEGER |
is_solution
|
Send 1 to close Breaking News. Send 0 to keep open. Default: 0.
|
BOOLEAN |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the Breaking News update was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Returns the updates of the requested Breaking News.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Breaking News ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
body
|
Body of the update.
|
TEXT |
creator_id
|
Breaking News creator ID.
|
INTEGER |
Lists all the categories.
Lists all the categories, or the required one if an ID is provided.
Parameters
Name |
Description |
Type |
id
|
Category ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Category ID.
|
INTEGER |
name
|
Category name.
|
STRING |
parent_category_id
|
Category parent ID.
|
INTEGER |
Manages the settings of the list type custom fields.
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 |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly added or modified; or 'ERROR' if something went wrong.
|
STRING |
total
|
Number of modified/added values.
|
INTEGER |
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 |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
total
|
Number of deleted values.
|
INTEGER |
Lists the configuration of custom fields that are a list type.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Name |
Description |
Type |
key-value
|
Returns an array with the key-values dictionary of the custom field.
|
ARRAY |
Manages the settings of the tree type custom fields.
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 |
name
required
|
Name of the option, value that the user sees when selecting.
|
STRING |
key
|
Key defined by the user; if no value is set, the hash will be used as key.
|
STRING |
parent_hash
|
Hash value of the parent; if not set, it will be added to the root.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Erases the options from the tree type custom fields and any of its children.
Parameters
Name |
Description |
Type |
hash
required
|
Hash value of the item to modify.
|
STRING |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly deleted; or 'ERROR' if something went wrong.
|
STRING |
Modifies the configuration of the tree type custom fields. If there is no such key, it will be added.
Parameters
Name |
Description |
Type |
hash
required
|
Hash value of the item to modify.
|
STRING |
uid
required
|
Custom field ID.
|
INTEGER |
name
|
Name of the option, value that the user sees when selecting.
|
STRING |
key
|
Key defined by the user; if no value is set the previous value will be used.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the custom field option was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Returns the structure of the tree type custom fields options. The hash is system internal, but it is used to make modifications.
Parameters
Name |
Description |
Type |
uid
required
|
Custom field ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
hash
|
The unique internal identifier of the option.
|
STRING |
children
|
Array of the option's children.
|
ARRAY |
name
|
Option name.
|
STRING |
key
|
Key defined by the user for the option.
|
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 |
label
|
Custom field name.
|
STRING |
type
|
Custom field type ID.
|
INTEGER |
categories
|
Categories where custom field applies.
|
STRING |
uid
|
Custom field ID.
|
INTEGER |
description
|
Custom field description.
|
TEXT |
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_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_internal_id
|
Configuration item ID from Service Desk.
|
INTEGER |
ci_external_id
|
Configuration item external source ID.
|
INTEGER |
Manages companies.
Creates a new company.
Parameters
Name |
Description |
Type |
name
required
|
Company name.
|
STRING |
external_id
|
External ID.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
status
|
Returns 'OK' if the company was correctly created; or 'ERROR' if something went wrong.
|
STRING |
name
|
Company name.
|
STRING |
external_id
|
External ID.
|
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 |
id
required
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
external_id
|
External ID.
|
STRING |
Response
Name |
Description |
Type |
id
|
Company ID.
|
INTEGER |
status
|
Returns 'OK' if the company was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
name
|
Company name.
|
STRING |
external_id
|
External ID.
|
STRING |
Returns all the active companies.
Parameters
Name |
Description |
Type |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
external_id
|
External ID.
|
STRING |
Response
Returns an array of companies with the following structure:
Name |
Description |
Type |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
external_id
|
External ID.
|
STRING |
total
|
Users total.
|
INTEGER |
Manages the relationships between users groups and companies.
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 |
Suppresses the relationship between a users group and a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
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 |
Response
Returns an array of groups IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
Group ID.
|
ARRAY |
Lists all the users groups related to a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
ID of the related group.
|
INTEGER |
name
|
Name of the related group.
|
STRING |
total
|
Users total.
|
INTEGER |
Manages companies observers.
Add users as observers to a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly added as observers to the company.
Returns 'false' if, for any reason, they weren't added to the company,
or if the users were already observers of the company.
|
BOOLEAN |
Removes observers from a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly removed as observers from the company.
Returns 'false' if, for any reason, they weren't removed from the company,
or if the users weren't observers of the company.
|
BOOLEAN |
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 |
id
|
Company ID.
|
INTEGER |
name
|
Company name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
Manages the relationships between users and companies.
Adds a user to a company. If the company contains groups, the users will also be added to those groups.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Removes a user from a company. If the user is within a group that belongs to that company, they will also be removed from that group.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a company.
Parameters
Name |
Description |
Type |
id
required
|
Company ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
name
|
User full name.
|
STRING |
email
|
User email.
|
STRING |
username
|
Username.
|
STRING |
Manages groups.
Creates a group of users.
Parameters
Name |
Description |
Type |
name
required
|
Group name.
|
STRING |
Response
Name |
Description |
Type |
id
|
ID of the created object.
|
INTEGER |
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 |
Returns all active groups of users, or one in particular if an ID or name is provided.
Parameters
Name |
Description |
Type |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
total
|
Users total.
|
INTEGER |
Manages groups observers.
Add users as observers to a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly added as observers to the group.
Returns 'false' if, for any reason, they weren't added to the group,
or if the users were already observers of the group.
|
BOOLEAN |
Removes observers from a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly removed as observers from the group.
Returns 'false' if, for any reason, they weren't removed from the group,
or if the users weren't observers of the group.
|
BOOLEAN |
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 |
id
|
Group ID.
|
INTEGER |
name
|
Group name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
Manages the relationships between users and groups.
Adds a user to a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the created relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Removes a user from a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
users
required
|
Users IDs.
|
ARRAY |
Response
Returns an array of users IDs as keys and TRUE as values of the deleted relations.
Name |
Description |
Type |
id
|
User ID.
|
ARRAY |
Lists the members of a group.
Parameters
Name |
Description |
Type |
id
required
|
Group ID.
|
INTEGER |
user_id
|
User ID
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
name
|
User full name.
|
STRING |
email
|
User email.
|
STRING |
username
|
Username.
|
STRING |
Manages the help desks.
Returns all the active help desks, or one in particular.
Parameters
Name |
Description |
Type |
id
|
Help desk ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
include_deleted
|
True if deleted help desks should be included.
|
BOOLEAN |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Help desk ID.
|
INTEGER |
total_members
|
Total of members.
|
INTEGER |
status_id
|
Help desk status ID.
|
INTEGER |
parent_id
|
Help desk parent ID.
|
INTEGER |
engine_id
|
Help desk engine ID.
|
INTEGER |
name
|
Help desk name.
|
STRING |
Manages help desks observers.
Add users as observers to a help desk.
Parameters
Name |
Description |
Type |
id
required
|
Help Desk ID.
|
INTEGER |
observer_users
required
|
Users IDs to be added as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly added as observers to the help desk.
Returns 'false' if, for any reason, they weren't added to the help desk,
or if the users were already observers of the help desk.
|
BOOLEAN |
Removes observers from a help desk.
Parameters
Name |
Description |
Type |
id
required
|
Help Desk ID.
|
INTEGER |
observer_users
required
|
Users IDs to be removed as observers.
|
ARRAY |
Response
Name |
Description |
Type |
id
|
User ID.
|
INTEGER |
value
|
Returns 'true' if the users were correctly removed as observers from the help desk.
Returns 'false' if, for any reason, they weren't removed from the help desk,
or if the users weren't observers of the help desk.
|
BOOLEAN |
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 |
id
|
Help Desk ID.
|
INTEGER |
name
|
Help Desk name.
|
STRING |
observer_users
|
The observers’ users IDs.
|
ARRAY |
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 |
id
|
Level ID.
|
INTEGER |
total_members
|
Total of members.
|
INTEGER |
members_ids
|
Members IDs.
|
ARRAY |
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 |
parent_id
|
Parent ID.
|
INTEGER |
engine_id
|
Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
|
INTEGER |
name
|
If it is a help desk, indicates the name.
|
STRING |
Manages a request.
Creates a request.
Parameters
Name |
Description |
Type |
date
|
Occurred on timestamp in epoch format.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
description
|
Request description. Required for requests and Workflows with descriptions.
|
TEXT |
customer_id
required
|
Client ID.
|
INTEGER |
related_to
|
Requests IDs to link.
|
ARRAY |
creator_id
required
|
Creator ID.
|
INTEGER |
attachments
|
Array of request's attachments.
|
ARRAY |
title
required
|
Request title.
|
STRING |
type_id
required
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
priority_id
required
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
category_id
required
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the request was correctly created; or 'ERROR' if something went wrong.
|
STRING |
request_id
|
ID of the created request.
|
INTEGER |
Change attributes of a request.
Parameters
Name |
Description |
Type |
id
required
|
Request ID.
|
INTEGER |
customer_id
|
Client ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
location_id
|
Location ID.
|
INTEGER |
category_id
|
Category name can be obtained calling https://releases.invgate.com/service-desk/api/#categories-GET
|
INTEGER |
description
|
Request description.
|
TEXT |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
date
|
Occurred on timestamp.
|
STRING |
reassignment
|
Set to true to reassign the request to a help desk according to the new properties.
|
BOOLEAN |
title
|
Request title.
|
STRING |
priority_id
|
Low = 1, Medium = 2, High = 3, Urgent = 4, Critical = 5
|
INTEGER |
type_id
|
Incident = 1, Service Request = 2, Question = 3, Problem = 4, Change = 5, Major Incident = 6
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
location_id
|
Location ID.
|
INTEGER |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
source_id
|
Source ID.
|
INTEGER |
creator_id
|
Creator ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow
|
STRING |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
Returns the information of the given request.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
id
required
|
Request ID.
|
INTEGER |
decoded_special_characters
|
Indicate if the message is returned decoded. If null, coded format is returned.
|
BOOLEAN |
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 |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
custom_fields
|
Array with the custom fields ids as keys and the respective values.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
STRING |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
Manages the approvals instances of a request.
Lists the approvals instances that the given request has.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
only_pending
|
When set to true, it only returns pending approvals.
|
BOOLEAN |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
created_at
|
Date when the approval was triggered, in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
ID of the approval instance.
|
INTEGER |
type
|
Type ID of the approval. 1: Predefined approval, 2: Spontaneous approval.
|
INTEGER |
author_id
|
Author ID of the approval.
|
INTEGER |
status
|
Status ID of the approval. -2: Cancelled, -1: Waiting, 0: Rejected, 1: Approved.
|
INTEGER |
approval_request_description
|
Description of the approval.
|
TEXT |
approval_request_id
|
ID of the approval template.
|
INTEGER |
Manages the acceptance of an approval.
Accepts an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be accepted.
|
INTEGER |
note
|
Note for the approval acceptance.
|
STRING |
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 |
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 |
id
|
User ID.
|
INTEGER |
status
|
Approval status ID. -2: Annulled, -1: Waiting, 0: Rejected, 1: Approved, 2:Expired.
|
INTEGER |
Manages the rejection of an approval.
Rejects an approval.
Parameters
Name |
Description |
Type |
approval_id
required
|
Approval ID to be rejected.
|
INTEGER |
note
|
Note for the approval rejection.
|
STRING |
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 |
id
|
ID of the attached file.
|
INTEGER |
hash
|
Hash of the attached file.
|
STRING |
extension
|
Extension of the attached file.
|
STRING |
name
|
Name of the attached file.
|
STRING |
url
|
URL 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 cancellation of a request.
Cancel a request.
Parameters
Name |
Description |
Type |
author_id
required
|
ID of the user cancelling the request.
|
INTEGER |
request_id
required
|
ID of the request to cancel.
|
INTEGER |
comment
|
Cancellation message
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the request was correctly cancelled; or 'ERROR' if something went wrong.
|
STRING |
Manages the collaborators of the requests.
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 |
request_id
required
|
Request ID.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the collaboration was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
Lists the collaborators IDs.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Manages the replies from a given request.
Adds a reply to a request.
Parameters
Name |
Description |
Type |
customer_visible
|
Mark as internal. 0: Internal, 1: Public.
|
BOOLEAN |
attachments
|
Attachments IDs.
|
ARRAY |
author_id
required
|
Author ID.
|
INTEGER |
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 |
Response
Name |
Description |
Type |
error
|
Description of the error.
|
STRING |
status
|
Returns 'OK' if the comment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Gets the replies from a given request.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
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 |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
message
|
Message of the comment.
|
STRING |
id
|
Comment ID.
|
INTEGER |
customer_visible
|
Indicates if the comment is internal or not. 0: Internal, 1: Public.
|
BOOLEAN |
attachments
|
Attachment IDs.
|
ARRAY |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
incident_id
|
Request ID.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
msg_num
|
Number of the message in the request.
|
INTEGER |
is_solution
|
Indicates if this comment is the solution of the request. 1: if is the solution, 0: if not.
|
BOOLEAN |
reference
|
ID of the comment that is replying to.
|
INTEGER |
Manages the custom approvals.
Requests a custom approval in the given request.
Parameters
Name |
Description |
Type |
approval_id
required
|
Custom approval ID.
|
INTEGER |
author_id
required
|
Author ID of the approval request.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
description
|
Custom approval description.
|
TEXT |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly requested; or 'ERROR' if something went wrong.
|
STRING |
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 |
created_at
|
Creation time in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Approval template ID.
|
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 |
description
|
Approval description.
|
STRING |
description_required
|
Indicates if the description is required or not. 0: Required, 1: Not required.
|
BOOLEAN |
title
|
Approval title.
|
STRING |
wf_item_id
|
ID of the phase of the associated workflow.
|
INTEGER |
wf_process_id
|
ID of the associated workflow.
|
INTEGER |
status
|
Approval status ID. 1: Active, -1: Deleted.
|
INTEGER |
description_prompt
|
Template description.
|
STRING |
expired_in
|
Expiration time in seconds.
|
STRING |
Manages the custom fields from a request.
Creates values for a custom field from a request. Different types of data can be sent in the values variable. No value (empty string) means erase value. When sending files, the name of the file has to be in the values array (including its extension), and the file(s) itself should be sent in the body of the request.
Parameters
Name |
Description |
Type |
values
required
|
Array of values. If only one is required, only the first will be processed. If you are sending files, here you should list the names (with extension) of the files.
|
ARRAY |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
Deletes value in the associated custom field.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
custom_field_uid
required
|
Custom field UID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Deletes value in the associated custom field.
|
STRING |
status
|
Returns 'OK' if the values were correctly created; or 'ERROR' if something went wrong.
|
STRING |
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.
Manages the external entities linked to a request.
Links a request to an external entity.
Parameters
Name |
Description |
Type |
external_entity_id
required
|
External entity ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
external_entity_ref_id
|
External entity reference ID.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the external entity was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
link_id
|
ID of the created relation.
|
STRING |
Lists all the external entities linked to a request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
type
|
Entity type. Always 100.
|
STRING |
link_id
|
Relation ID.
|
INTEGER |
ref_id
|
External entity ID.
|
INTEGER |
status
|
Entity status. 1: Enabled, 0: Deleted.
|
BOOLEAN |
name
|
External entity name.
|
STRING |
ext_ref_id
|
External entity reference ID.
|
INTEGER |
Manages the requests linked to a request.
Links a request to another request.
Parameters
Name |
Description |
Type |
request_ids
required
|
Request IDs to link.
|
ARRAY |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
error
|
Description of the error.
|
STRING |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the request was correctly linked; or 'ERROR' if something went wrong.
|
STRING |
Lists all the linked requests from a given request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Related request ID.
|
INTEGER |
title
|
Related request title.
|
STRING |
Manages the linked assets counters.
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 |
group
|
Name of the group for this CI.
|
STRING |
requests
|
An object that contains two arrays: one counting linked CIs by request status and the other counting linked CIs by request type (only for open requests).
|
ARRAY |
ci_id
|
ID of the CI.
|
INTEGER |
Manages the request's observers.
Adds a user as observer.
Parameters
Name |
Description |
Type |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
user_id
|
User ID.
|
INTEGER |
users_id
|
Users IDs.
|
ARRAY |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the observer was correctly added; or 'ERROR' if something went wrong.
|
STRING |
Lists all the IDs of the request's observers.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Returns an array with the IDs of the observers.
Name |
Description |
Type |
user_id
|
User ID.
|
INTEGER |
Manages the requests reassignations to a help desk or agent.
Reassigns a request to a help desk and/or agent.
Parameters
Name |
Description |
Type |
agent_id
|
Agent ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
group_id
required
|
Help desk 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 |
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 |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the CIs were correctly related; or 'ERROR' if something went wrong.
|
STRING |
Manages a request reopening.
Reopens a request.
Parameters
Name |
Description |
Type |
author_id
|
User ID who reopened the ticket.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
error
|
Error code
|
STRING |
info
|
Description of the result
|
STRING |
status
|
Returns 'OK' if the request was correctly reopened; or 'ERROR' if something went wrong.
|
STRING |
Manages the acceptance of a request's solution.
Accepts the solution of a request.
Parameters
Name |
Description |
Type |
id
required
|
Request ID.
|
INTEGER |
comment
|
Solution comment. This parameter is required if the rating is less than 4.
|
STRING |
rating
required
|
Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the solution was correctly accepted; or 'ERROR' if something went wrong.
|
STRING |
Manages the rejection of a request's solution.
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 |
author_id
required
|
Author ID.
|
INTEGER |
request_id
required
|
Request ID.
|
INTEGER |
approval_user_id
required
|
User ID from the approval voter.
|
INTEGER |
description
required
|
Approval description.
|
TEXT |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the approval was correctly created; or 'ERROR' if something went wrong.
|
STRING |
Manages the agent waiting status of the requests.
Sets the agent waiting status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the customer waiting status of the requests.
Sets the waiting for customer status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for date status of the requests.
Sets the waiting for date status to the request.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
timestamp
required
|
Date timestamp to set.
|
STRING |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for external entities status of the requests.
Sets the request in the waiting for external entity status. The entity should be already linked.
Parameters
Name |
Description |
Type |
request_id
required
|
Request ID.
|
INTEGER |
entity_link_id
required
|
External entity ID to link to the request status.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the waiting for another request status.
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 |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the waiting status was correctly set; or 'ERROR' if something went wrong.
|
STRING |
Manages the requests.
Lists the requests.
Parameters
Name |
Description |
Type |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
ids
required
|
Request IDs.
|
ARRAY |
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 |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
closed_at
|
Closing date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
last_update
|
Last update in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
id
|
Request ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch or ISO-8601 format depending on the date_format parameter.
|
STRING |
assigned_id
|
Assigned agent 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 |
id
|
Agent ID.
|
INTEGER |
username
|
Agent username.
|
STRING |
email
|
Agent email.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
assigned_id
|
Assigned agent 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 |
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 |
group
|
Name of the group for this CI.
|
STRING |
requests
|
An object that contains two arrays, one listing linked CIs by request status and the other counting linked CIs by request type, only for open requests.
|
ARRAY |
ci_id
|
ID of the 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 |
id
|
Customer ID.
|
INTEGER |
username
|
Customer username.
|
STRING |
email
|
Customer email.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
Manages open requests by help desk.
Lists the open requests from a help desk.
Parameters
Name |
Description |
Type |
helpdesk_ids
|
Help desks IDs.
|
ARRAY |
helpdesk_id
|
Help desk ID.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs.
|
ARRAY |
Manages the open requests by status.
Lists all open requests matching the status specified by parameter.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
status_ids
|
Status IDs.
|
ARRAY |
status_id
|
Status ID.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
Response
Name |
Description |
Type |
info
|
Description of the result.
|
STRING |
total
|
Total items.
|
INTEGER |
limit
|
Number of items per page.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
requestIds
|
Request IDs.
|
ARRAY |
offset
|
Items skipped in the response.
|
INTEGER |
Manages the requests from a given view ID.
Lists the requests from a view ID.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
view_id
required
|
View ID.
|
INTEGER |
offset
|
Skip this amount of requests in the response.
|
INTEGER |
Response
Name |
Description |
Type |
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 |
requestIds
|
Request IDs returned by the view.
|
ARRAY |
offset
|
This amount of request were skipped in the response.
|
INTEGER |
Lists the requests with their details from a view ID.
Lists the requests with their details from a view ID.
Parameters
Name |
Description |
Type |
sort_by
|
Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.
|
STRING |
view_id
required
|
View ID.
|
INTEGER |
order_by
|
The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.
|
STRING |
page_key
|
Hash key of the results page to retrieve. If null, the first page of results will be returned.
|
STRING |
Response
Name |
Description |
Type |
next_page_key
|
Hash key of the next page of results. If null, the results page retrieved is the last one.
|
STRING |
metadata
|
Provides resource objects that are related to the primary data, including the labels of the columns from the view.
|
ARRAY |
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 |
assigned_group_id
|
Help desk ID.
|
INTEGER |
status_id
|
Status ID.
|
INTEGER |
sla_incident_first_reply
|
First response SLA of the request.
|
STRING |
closed_at
|
Closing date in epoch.
|
STRING |
description
|
Request description.
|
STRING |
process_id
|
Process ID of the request if it is a workflow instance.
|
INTEGER |
date_ocurred
|
Occurrence date in epoch.
|
STRING |
title
|
Request title.
|
STRING |
priority_id
|
Priority ID.
|
INTEGER |
type_id
|
Type ID.
|
INTEGER |
last_update
|
Last update in epoch.
|
STRING |
user_id
|
Customer ID.
|
INTEGER |
created_at
|
Creation date in epoch.
|
STRING |
id
|
Request ID.
|
INTEGER |
pretty_id
|
Request pretty ID as configured on the Service Desk instance.
|
STRING |
source_id
|
Source ID.
|
INTEGER |
rating
|
Stars given to the solution. If there's no rating, this field won't be shown.
|
INTEGER |
sla_incident_resolution
|
Resolution SLA of the request.
|
STRING |
creator_id
|
Creator ID.
|
INTEGER |
custom_fields
|
Array with the custom fields IDs as keys and the respective values.
|
ARRAY |
closed_reason
|
Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
|
INTEGER |
attachments
|
Array with the IDs of the attachments.
|
ARRAY |
comments
|
Array with comments of the requests with the comment structure.
|
ARRAY |
category_id
|
Category ID.
|
INTEGER |
solved_at
|
Solution date in epoch.
|
STRING |
assigned_id
|
Assigned agent ID.
|
INTEGER |
Manages internal notes.
Creates an internal note.
Parameters
Name |
Description |
Type |
object_id
required
|
Entity ID.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
object_type
required
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
description
required
|
Note description.
|
STRING |
title
required
|
Note title.
|
STRING |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly created; or 'ERROR' if something went wrong.
|
STRING |
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 |
id
required
|
Note ID.
|
INTEGER |
description
|
Note description.
|
STRING |
title
|
Note title.
|
STRING |
author_id
required
|
Author ID.
|
INTEGER |
Response
Name |
Description |
Type |
Status
|
Returns 'OK' if the internal note was correctly updated; or 'ERROR' if something went wrong.
|
STRING |
Lists all the internal notes, or one in particular.
Parameters
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
id
required
|
Note ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
date_format
|
Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.
|
STRING |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
object_id
|
Entity ID.
|
INTEGER |
id
|
Note 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 |
last_author
|
Last author ID.
|
INTEGER |
object_type
|
Entity type ID. 1: User, 2: Helpdesk, 3: Company, 4: Users Group, 5: External Entity.
|
INTEGER |
description
|
Note description.
|
STRING |
last_update
|
Last update of the note in epoch or ISO-8601 format depending on the date_format .
|
STRING |
Manages articles from the Knowledge Base.
Creates an article.
Parameters
Name |
Description |
Type |
title
required
|
Article title.
|
STRING |
is_private
|
Mark as private. 1: Is private. 0: Is public.
|
BOOLEAN |
attachments
|
Array of attachments.
|
ARRAY |
content
required
|
Article content.
|
STRING |
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 |
author_id
required
|
Author ID.
|
INTEGER |
description
|
Article description.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.
|
STRING |
article_id
|
Article ID.
|
INTEGER |
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 |
id
required
|
Article ID.
|
INTEGER |
is_private
|
Mark as private. 1: Is private. 0: Is public.
|
BOOLEAN |
title
|
Article title.
|
STRING |
content
|
Article content.
|
STRING |
responsible_id
|
Article responsible. If it's null, the assigned responsible user will be the same as the author.
|
INTEGER |
author_id
required
|
Author ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
description
|
Article description.
|
STRING |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the article was correctly modified; or 'ERROR' if something went wrong.
|
STRING |
Lists all the articles with their properties.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
offset
|
Skip this number of items in the response.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Article ID.
|
INTEGER |
solved_requests
|
Amount of requests that this article helped to solve.
|
INTEGER |
content
|
Content of the article.
|
STRING |
views
|
Amount of views that the article has.
|
INTEGER |
author_id
|
Author ID.
|
INTEGER |
category_id
|
Category ID.
|
INTEGER |
rating
|
Average scoring of the article.
|
FLOAT |
creation_date
|
Creation date in epoch.
|
STRING |
title
|
Article title.
|
STRING |
responsible_id
|
Responsible ID.
|
INTEGER |
attachments
|
Array with the ID, name and URL of each attachment.
|
ARRAY |
last_update_date
|
Last update date in epoch.
|
STRING |
Manages the attachments from a Knowledge Base article.
Adds attachments to an article.
Parameters
Name |
Description |
Type |
author_id
required
|
ID of the user in whose name the update of the article will be done.
|
INTEGER |
attachments
|
Array of attachments.
|
ARRAY |
article_id
required
|
Article ID.
|
INTEGER |
Response
Name |
Description |
Type |
status
|
Returns 'OK' if the attachment was correctly added; or 'ERROR' if something went wrong.
|
STRING |
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 |
Lists the attachments from an article.
Parameters
Name |
Description |
Type |
article_id
required
|
Article ID.
|
INTEGER |
Response
Returns an array of objects with the following structure:
Name |
Description |
Type |
id
|
Attachment ID.
|
INTEGER |
status
|
Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.
|
STRING |
name
|
Attachment Filename.
|
STRING |
url
|
Attachment URL.
|
STRING |
Manages Knowledge Base articles by category.
Lists all the articles that belong to a certain category.
Parameters
Name |
Description |
Type |
limit
|
Number of items per page.
|
INTEGER |
category_id
required
|
Category ID.
|
INTEGER |
offset
|
Skip this num |