Service Desk Action API Calls

Read Call

All GET requests for retrieving data will be done via the SQL endpoint. Please see the SQL for more information on how to create a request. Please see the Data Dictionary for comprehensive detail of available Tables and Data.

In an effort to make the PCR-360 API more flexible, PCR has made the decision to no longer create individual endpoints for all the different data types. Instead, PCR is encouraging Users to use the SQL endpoint with a structured SELECT statement to retrieve exactly the data you want. Please see the SQL endpoint documentation for more information.

An example query to retrieve basic Service Desk Action data is as follows:

SQL

SELECT * FROM SERVICE_DESK_ACTIONS WHERE SERVICE_DESK_RECID = {SERVICE_DESK_RECID}

If readable values are desired for data such as “SD Action”, “Service Catalog”, etc., then JOINS will need to be made to the appropriate tables. The below query will retrieve the same data as above, but with readable values for “SD Action” and “Service Catalog” (if the data exists).

SQL

SELECT
     SDA . *,
     L . VALUE as SD_ACTION_READABLE,
     SC . SERVICE_NAME as SERVICE_CATALOG_NAME
FROM SERVICE_DESK_ACTIONS SDA
JOIN LISTS L ON SDA . SD_ACTION_LISTS_RECID = L . RECID
JOIN LEFT SERV_CATALOG SC ON SDA . SERV_CATALOG_RECID = SC . RECID
WHERE
     SDA . SERVICE_DESK_RECID = {SERVICE_DESK_RECID}

Note: In both examples above, {SERVICE_DESK_RECID} needs to be replaced with the actual RECID of the Service Desk Item.

HINT : The PCR-360 database makes use of the “LISTS” table for many types of data from many different Tables. The convention that we use is that any column that ends with “_LISTS_RECID” can be joined to the “LISTS” table to retrieve the readable value.

Write Call

Service Desk Actions can be created via the API. Currently, the API can only create Pending Actions and cannot modify the status.

Currently available Action types:

Add
Move
Upgrade/Downgrade
Remove
Miscellaneous
Service ID
Add Location
Change Owner
Task

Note: See the How to get RECID values FAQ page for how to locate needed RECIDs.

UDF parameters are all lower case when processed by PCR-360. Since Organizations can create their own UDF fields, the generic use of IDENTIFIER is used as a placeholder for actual UDF Identifiers.

Available Fields

Field	Required for INSERT	Required for UPDATE	Required for Action Type	Data Type	Options	Notes
type	Yes	Yes		String	ACTION	Required for ALL Service Desk Action Requests
status	No	No		String	"complete"	This field should only be used when attempting to Complete a Service Desk Action. When a new Service Desk Item is created, the status is set automatically to "Pending".
RECID / sda_number	No	Yes*		Integer		Either “RECID” or “sda_number” are "Conditionally Required*" when attempting to UPDATE, but not both. RECID column from SERVICE_DESK_ACTIONS table.
sd_recid / sd_number	Yes*	No		Integer / String		Either “sd_recid” or “sd_number” are "Conditionally Required*" when attempting to INSERT, but not both. RECID column from SERVICE_DESK table.
sd_action	Yes	No		String	ADD, CHG_MOVE, CHG_UPDOWN, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER, TASK	The type of Service Desk Action to be created
location	No*	No*	CHG_MULTI_LOCATION	Integer		RECID of Location. Some Services can make the Location "Conditionally Required". For Multi Location Services, only Locations already associated to the Service can be used for actions that are not ADD For Multi Location Services with 2 or more Locations, Location is "Conditionally Required" for all CHANGE and REMOVE Actions. The status of the Location must be Active, and allowed by the Service Catalog.
moveto_location	No	No		Integer		RECID of Location *Not allowed, and will throw an Error if used on a TASK Action
catalog	Yes	No	ADD, CHG_UPDOWN, TASK	Integer		RECID of Service Catalog
service / service_id	Yes*	No	CHG_UPDOWN, CHG_MOVE, CHG_MISC, REMOVE, CHG_SERVICE_ID, CHG_MULTI_LOCATION, CHG_OWNER	Integer		Either RECID of Service or SERVICE_ID of Service needs to be provided For CHG_SERVICE_ID, CHG_MULTI_LOCATION and CHG_OWNER, the Service must be Active *Not allowed, and will throw an Error if used on a TASK Action
rating_group	No*	No		String		The LIST CODE for the Rating Group for the Phone Service being used by the Service Desk Action. Conditionally Required creating Service Desk Actions when using a Serice Catalog of type "Phone".
sla	No	No		Integer	SLAs	RECID of SLA
due_date	No	No		String		Format “YYYY/MM/DD”
service_host / service_host_name	No*	No*		Integer / String	Service Hosts	RECID of Service Host / Name of Service Host / Either RECID or Name should be provided / Conditionally Required when adding an Action to a Phone Service Catalog.
reference	No	No		String
owner_contact	No	No		Integer	Contacts	RECID of Contact. Only a Contact or Department can be Owner, not both.
owner_department	No	No		Integer	Department Hierarchy	RECID of Department. Only a Contact or Department can be Owner, not both.
urgency	No	No		Integer / String	Urgency	Can be RECID or VALUE
start_date	No	No		String		Format: “YYYY/MM/DD”
gla	No	No		Integer		Multiple are sent comma delimited. Example: gla1,gla2,gla3
gla_type	Only if gla is sent	Only if gla is sent		String	Options: Default, Usage, Equipment and Labor	Multiple are sent comma delimited. Example: type1,type2,type3.
gla_percent	Only if gla is sent	Only if gla is sent		Integer	The total of all percentages for a single type must be 100	Mutliple are sent comma delimited. Example: percent1,percent2,percent3.
sdc	No	No		Integer		Passing an SDC will allow an Action to be created with default Workflows, Equipment and Charges. RECID column from SDC table.
new_service_id	No	No	CHG_SERVICE_ID	Integer		The new Service ID for the Service being changed. One of the following must be true for the new Service ID: existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & not in a pool existing & available & New Service ID must be in the same Catalog or an ancestor of the Catalog as the original Service ID (NOT normalized type) & in a pool if the new Service ID specified is an existing Service and the Catalog for the original Service specified on a pool then the new Service ID must be in the same pool doesn't exist
auth_code_type	Yes*	No	ADD	Integer	Value Lookups:	RECID of Auth Code Type for an authcode service. *Required when attempting to INSERT an authcode Service.
classes_of_service	Yes*	No	ADD	Integer	Example	RECID of Class of Service for an authcode service. *Required when attempting to INSERT a new auth_code_type record.
bandwidth	No	No		Integer	Value Lookups:	RECID of Bandwidth for a data/backbone service.
owner_type	No	No	CHG_OWNER	String	'contact', 'department'	The type of the Owner, either a Contact or a Department.
owner	No	No	CHG_OWNER	Integer		RECID of the Owner. Must be Active.
udf_IDENTIFIER	No	No		Mixed		IDENTIFIER is the unique identifier string given to each UDF
action_udf_IDENTIFIER	No*	No*		Mixed		IDENTIFIER of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 Provided value will be validated against UDF’s data type requirements and used if acceptable. A single UDF parameter is Required*, but not all of them, if using an Action UDF
action_udf_RECID	No*	No*		Integer		RECID of UDF belonging to a Service preceded by “action_udf_”. Example: action_udf_FIELD123 Provided value will be validated against UDF’s data type requirements and used if acceptable. A single UDF parameter is Required*, but not all of them, if using an Action UDF

Using SDCs

For full documentation on SDCs, see the Service Desk Classification wiki page.

Ordering from Service Pools

To request a Service from a pool:

The requested Service must have Status “Available“
The requested Service must be in the requested catalog or an ancestor
The requested Service must be in a pool only if the requested catalog is specified on that pool
If the requested catalog is not listed on any pools then any Available Service not specified on a pool that also matches the catalog can be requested

Headers:

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

ADD Action Example

CHG_MOVE Action Example

CHG_UPDOWN Action Example

CHG_MISC Action Example

REMOVE Action Example

CHG_SERVICE_ID Action Example

CHG_MULTI_LOCATION Action Example

CHG_OWNER Action Example

TASK Action Example

Results

Adding Attachments to Service Desk Actions

Attachments can be added to Service Desk Actions either on there own, or as a part of any normal creation or update of an existing Action.

Available Fields

Field	Required	Data Type	Options	Notes
type	no	String	ATTACHMENT	Can be used to add an attachment when creating, or updating any Service Desk Action
files	yes	array		The file(s) to be attached. 'files' is an array with infinite number of sub-arrays. Each sub-array has keys of 'filename' (the file's name) and 'data' (the base64 encoded data for the file).
sd_recid	yes	Integer		RECID column from SERVICE_DESK table.
sda_recid	yes	Integer		RECID column from SERVICE_DESK_ACTIONS table.

NOTES:

a User can provide just the 'sd_recid' to attach the file to the Service Desk item and if the 'sda_recid' is provided, it will attach it to the Action.
"sd_recid" or "sd_number" are Conditionally Required. The use of one is Required, but not both.
"sda_number" or "sda_recid" are Conditionally Required. The use of one is Required, but not both.
"sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided

Correct Examples

"sd_recid=123&sda_number=001"
"sd_number=SO12345&sda_number=002"
"sda_recid=345"

Incorrect Examples:

"sd_recid=123"
"sda_number=001"

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
sd_recid	66116
sda_recid	5309

JSON:

XML

{
    ...
    "files": [
        {
            "filename":"file1.pdf",
            "data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
        },
        {
            "filename":"file2.pdf",
            "data":"/9j/SOMEMORE/BASE64ENCODED/FUN"
        }
    ]
}

Service Desk Action UDFs

User Defined Fields can be easily set for a Service Desk Action. When Service Desk Upgrade/Downgrade Actions are created by the API, the "old" UDF values from the selected Service are stored on the Action record.

Below is the proper format for making a UDF request. Note "type=UDFS" to indicate that this is to add UDFs to an Action.

XML

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?type=UDFS&field1=value1 ...

Available Fields

Field	Required	Data Type	Default	Notes
type	Yes	String	UDFS	type=UDFS is required
sd_recid	Yes*	Integer		*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK table.
sda_recid	Yes*	Integer		*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.
sd_number	Yes*	String		The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below
sda_number	Yes*	Integer		The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below
udf_IDENTIFIER	Yes	Mixed		IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value
udf_UDF-RECID	Yes*	Integer		UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value. RECID column from USER_DEFINED_FIELDS_VALS table. See Note Below
udf_UDF-IDENTIFIER	Yes*	Mixed		IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value See Note Below

NOTES

"udf_UDF-RECID" and "udf_UDF-IDENTIFIER" are Conditionally Required. The use of one is Required, but not both.
"sd_recid" or "sd_number" are Conditionally Required. The use of one is Required, but not both.
"sda_number" or "sda_recid" are Conditionally Required. The use of one is Required, but not both.
"sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided

Correct Examples

"sd_recid=123&sda_number=001"
"sd_number=SO12345&sda_number=002"
"sda_recid=345"

Incorrect Examples:

"sd_recid=123"
"sda_number=001"

Results

Service Desk Action GLAs

GLAs can be easily set for a Service Desk Action.

Below is the proper format for making a UDF request. Note "type=GLA" to indicate that this is to add GLAs to an Action.

XML

POST http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?TYPE=GLA&field1=value1 ...

Available Fields

Field	Required	Data Type	Default	Notes
type	yes	String	GLA	type=GLA is required
sd_recid	no	Integer		*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK table.
sda_recid	np	Integer		*Conditionally Required, see NOTE below. RECID column from SERVICE_DESK_ACTIONS table.
sd_number	np	String		The Number of the Service Desk item that the UDF is for. *Conditionally Required, see NOTE below
sda_number	no	Integer		The Number of the Action that the UDF is for. *Conditionally Required, see NOTE below
gla	yes	Mixed		A single GLA RECID or comma-separated GLA RECIDs
gla_type	yes	String		A single GLA type or comma-separated GLA types. Example: "Default" or "Usage"
gla_percent	yes	Mixed		A single number of "100" or comma-separated numbers that equal 100. Example: "50,50"

NOTES

Either "sd_recid" or "sd_number" need to be provided, but not both
Either "sda_number" or "sda_recid" is required, but not both
"sd_recid", "sd_number" and "sda_number" can be omitted if "sda_recid" is provided

Correct Examples

"sd_recid=123&sda_number=001"
"sd_number=SO12345&sda_number=002"
"sda_recid=345"

Incorrect Examples:

"sd_recid=123"
"sda_number=001"

Results

Service Desk Action Charges

Available Fields

Field	Required	Data Type	Options	Notes
type	yes	String	"CHARGES"	Service Desk type, must be in the status of Pending, Hold or Complete
recid	no*	Integer		Required to Update an existing Charge
sd_recid	no*	Integer		Required to Add a new Charge. Either sd_recid or sd_number must be used
sd_number	no*	Integer		Required to Add a new Charge. Either sd_recid or sd_number must be used
sda_recid	no*	Integer		Conditionally Required. Used to Add or Update a specific Service Desk Action.
sda_number	no*	Integer		Conditionally Required. sd_recid or sd_number must also be used. Used to Add or Update a specific Service Desk Action.
charge_catalog_recid	yes	Integer		RECID of the Charge Catalog
override_amount	no	Number		Amount to Override the Catalog Charge Amount, if the Catalog allows it
quantity	no	Number		Quantity of Charges of the chosen Catalog to apply, if the Catalog is set to use Quantity
override_gla	no	Integer		RECID of the Override GLA, if the Catalog allows it
prorate	no	Boolean	1 (True) or 0 (False)	Only allowed if BILL_MRC_CHANGE_FORCE_PRORATE config option is false
description	no	String		Description of the Charge
arc_date	no	String		Alternate Recurring Cycle Date, format: “YYYY/MM/DD”

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

Key	Value
Content-Type	application/json
Pcr-Html-Encoded	TRUE

Body:

Key	Value
type	CHARGES
sd_recid	35812
charge_catalog_recid	7
description	This is a sample Charge

Results

If the request is successful, the RECID of the new Service Desk Action Charge record is returned as follows:

Locating Service Desk Action Data

Please see the wiki entry for Service Desk Actions for detailed information about where this data can be found.