Service Desk API Calls

Read Call

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 API End Point documentation for more information.

Example SELECT query for retrieving Service Desk items and related records:

SQL

SELECT * FROM V_SERVICE_SD_CHARGES;

Retrieve Service Desk items that match your search.

Request Type	Description
servicedesk.TYPE.OUTPUT	Retrieve a specific type of service desk items. Replace TYPE with any of the following: SO, IN

Remember, OUTPUT is replaced by the desired data type you want returned.

Controlling Results Count

By default, 20 items will be returned at a time.

These parameters are added in addition to any fields from the specific data types.

Parameter	Default	Description
LIMIT	20	Number of listings to show.
PAGE	1	Page number to show.

Response Data

Name	Datatype	Searchable	Notes
SD_TYPE	string	Yes	The type of the SD item (e.g. Inquiry), use TYPE for search
SD_NUMBER	string	Yes	The unique identifier for a service desk item
DUE_DATE	string	Yes	The date established for the service desk item to be completed
DESCRIPTION	string	Yes	A brief description of the service desk item
OWNER	string	Yes	Name of the service owner – either a Contact or Dept. Hierarchy
CSR	string	Yes	The Customer Service Representative
REQUESTOR	string	Yes	The contact that initiated the service desk item
SD_SOURCE	string	Yes	The originating source of the service desk item (e.g., email or phone)
status	string	Yes	Current status of the service desk item
SERVICEDESK_REMARKS	list	No	All remarks or comments for the service desk item and its actions
SERVICEDESK_EMAIL	list	No	The email thread concerning the service desk item
SERVICEDESK_ATTACHMENTS	list	No	List of attachment documents and files
SERVICEDESK_ACTIONS	list	No	List of all actions for the service desk item
SERVICEDESK_EQUIPMENT	list	No	List of all equipment to be used/associated with the service desk item
SERVICEDESK_CONTACTS	list	No	List of contacts for the service desk item
SERVICEDESK_CHARGES	list	No	List of all charges to be billed on the service desk item
SERVICEDESK_LABOR	list	No	List of the labor performed by worker and when performed
SERVICEDESK_WORKFLOW	list	No	List of all workflow on the service desk item
SERVICEDESK_GLA	list	No	All G/L Accounts associated with this service desk item
SERVICEDESK_CABLE	list	No	List of cable paths for the service desk item

Results

Lists

When inserting or updating Service Desk records, it is sometimes necessary to provide values that exist elsewhere in the system. The LIST method can help to retrieve available options for these values.

Below is how to make a LIST request:

PHP

   GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE

Searchable

If a LISTTYPE is designated as searchable in the table below, adding the "SEARCH" param will return values that contain the provided value.

GET http://DOMAIN/api/API_KEY/servicedesk.OUTPUT?LIST=LISTTYPE&SEARCH=test

Parameter	Replace With
LISTTYPE	The type of List to be retrieved. Types can be found below.

List Types

Type	Description	Extra Parameters*	Searchable	Results
CONTACTS	Retrieve available Contacts	CTYPE - Type of contact. Example: "worker"	yes	Contacts
DEPTHIER	Retrieve available Departments		Coming Soon	Department Hierarchy
EQP_CATALOG	Retrieve available Equipment Catalogs		yes	Equipment Catalog
CHARGE_CATALOG	Retrieve available Charge Catalogs		yes	Charge Catalog
PRCODE	Retrieve available Problem Codes		no	Problem Code
RESCODE	Retrieve available Resolution Codes		no	Resolution Code
CSRS	Retrieve available Customer Service Representatives (CSR)		no	CSR
status	Retrieve available Service Desk Statuses		no	SD Status
SDTYPES	Retrieve available Service Desk Types (Some may not be currently valid for creating or updating SD records via the API)		no	SD Types
UDFS	Retrieve available User Defined Fields (UDF)	SDTYPE - Retrieve UDFs for only a specific SD Type SORT - Order the results ASC by a specific field	no	UDF
WORKGROUPS	Retrieve available Workgroups		no	Workgroups
LABOR_TYPE	Retrieve available Labor Types		no	Labor Types
SD_CHRG_ACTION	Retrieve available Service Desk Charge Actions		no	SD Charge Actions
URGENCY	Retrieve available Service Desk Urgency values		no	SD Urgency
AUTH_CODE_TYPE	Retrieve available Auth Code Types		no	SD Auth Code
BANDWIDTH	Retrieve available Bandwidth values		no	SD Bandwidth

Extra Parameters can be appended to the URL in standard Query String fashion.

Write Call

Note: The List Calls are used to locate the proper List Recid value that needs to be passed in the Endpoint Call. Details for the Call can be found in the Options section of the Available Fields for the various API Call Types.

Using POST Calls

POST requests will ignore parameters supplied as a query string and need any additional parameters in the request Body.
To configure the number of Pages/Results returned by the API (this is most useful for the SQL Endpoint), you can send these as additional Parameter's in the Body.
Parameter
Data Type
Default
Description
limit
Interger
20
Number of listings to show.
page
Interger
1
Page number to show.
API fields are not case sensitive, and will always be returned in the lower case format.

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	Data Type	Options	Default	Notes
recid	Only when updating	Integer			Identifier of the record to be updated
status	No	String	"complete", "finalize"		This field should only be used when attempting to Complete or Finalize a Service Order or Incident. When a new Service Desk Item is created, the status is set automatically to "Pending".
due_date	No	String			The date when the Service Desk item is due.
finalized_date	No*	String			Required when setting status to "finalize". The desired date is in the valid format of: mm/dd/yyyy. This field is for Service Orders only. Charges created will use the finalize Date as their Billing Date.
type	Yes	String	"SO" - Service Order "IN" - Incident "ES" - Estimate "WO" - Work Order "IQ" - Inquiries		Service Desk type
source	No	String	Value Lookups:	"API"	Code for the source of the Service Desk Item. List Type must be SD_SOURCE.
urgency	No	String	Value Lookups:		Set the urgency on the Service Desk Item.
csr	Yes	Integer	Value Lookups:		The customer service representative assigned to the Service Desk item. The Record ID of the Service Rep to be assigned is a required field.
owner	No*	Integer	Value Lookups:		Record ID of either the Contact or the Department owner. *Required only when completing an order
owner_type	No*	String	"contact" or "department"		Type of owner. *Required only when setting an owner
requestor	No	Integer	Value Lookups:		Record ID for the name of the person (contact) who is requesting the Service Desk item.
description	No	String			A description of the Service Desk item
assoc_proj	No	Integer			Record ID of the project or problem associated with the service desk item.
remarks	No	String			Service Desk remarks. These remarks show up on the "Activity/Remarks" tab of Service Desk.
udf_IDENTIFIER	No	Mixed			IDENTIFIER of UDF preceded by “udf_”. Example: udf_FIELD123 Provided value will be validated against UDF’s data type requirements and used if acceptable.
udf_UDF-RECID	Yes*	Integer			UDF-RECID is the RECID of the UDF to assign the value to. Example: udf_684=value See Note Below
udf_UDF-IDENTIFIER	Yes*	Mixed	Value Lookups:		IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value See Note Below

udf_UDF-RECID and udf_UDF-IDENTIFIER are Conditionally Required. The use of one is Required, but not both.
If a validation error occurs when a request is made to complete or finalize a Service Order, the API will send the same error message as the application. This usually is from a missing required field, or still open Workflows.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
recid	143658
type	SO
csr	1

Results

If the request is successful, the SD Number will returns as follows:

Service Desk Incidents

Typically, an Incident will include a Service or piece of Equipment that is having an issue. If this was not included when the Incident was created, it can be done with an update.

When including a Service or piece of Equipment on an Incident request, you MUST also supply a Contact Owner or Hierarchy owner for the Incident when creating a new Incident. If an Incident is being updated and it does not currently have an “Owner” specified, the update must also include a record ID for the Contact or Department Hierarchy “Owner”.

Available Fields

These fields are IN ADDITION TO the Service Desk fields listed above

Field	Required	Data Type	Options	Notes
status	No	String	"complete", "finalize"	If setting the status to "complete", res_code will be required
finalized_date	No*	String		Required when setting status to "finalize". Date the Incident is finalize on. Today's date in valid format (mm/dd/yyyy)
prob_code	yes	Integer	Value Lookups:	Record ID of the trouble code.
owner	yes	Integer	Value Lookups:	Record ID of either the Contact or the Department owner.
owner_type	yes	String	"contact" or "department"	Type of owner.
problem	no	String		The details or description of the trouble
res_code	no*	Integer	Value Lookups:	Record ID of the Resolution Code. If setting the status to "complete", this field becomes required.
resolution	no	String		The details or description of the Resolution
service	no	Integer		Record ID for the Service with the trouble
equipment	no	Integer		Record ID for the Equipment with the trouble
sdc	no	Integer		Record ID of the Service Desk Classification
equipment_udf_IDENTIFIER	no	mixed		IDENTIFIER of UDF preceded by "equipment_udf_". Example: equipment_udf_FIELD123. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided
equipment_udf_RECID	no	mixed		RECID of UDF preceded by "equipment_udf_". Example: equipment_udf_123. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "equipment" is provided
service_udf_IDENTIFIER	no	mixed		IDENTIFIER of UDF preceded by "service_udf_". Example: service_udf_FIELD123. The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided
service_udf_RECID	no	mixed		RECID of UDF preceded by "service_udf_". Example: service_udf_123 The provided value will be validated against UDF’s data type requirements and used if acceptable. Only valid if the parameter "service" is provided.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
recid	267870
prob_code	4
owner	1
owner_type	"contact"
type	IN
csr	1

Results

If the request is successful, the SD Number will be returned as follows:

Service Desk Estimates

Typically, an Estimate will include Charges, Labor, and Equipment.

Available Fields

These fields are IN ADDITION TO the Service Desk fields listed above

Field	Required	Data Type	Options	Default	Notes
charge_catalog	no	Integer	Value Lookups:		Record ID of the applicable Charge.
charge_description	no	String			The details or description of the Charge on the Estimate
chrg_quantity	no	Integer		1	Quantity of Charge to be used.
prorate	no	Integer	1 or 0	0	Should the Charge be prorated when activated
override_amount	no	Decimal			If allowed by the selected Charge, overrides the default amount from the Charge.
eqp_catalog	no	Integer	Value Lookups:		Record ID of the Equipment Catalog item to added to the Estimate.
eqp_quantity	no	Integer		1	Quantity of the Equipment to be added to the Estimate.
eqp_billable	no	Integer	1 or 0		Mark whether the Equipment item is billable.
labor_type	yes*	Integer	Value Lookups:		Type of Labor to be added. *Only Required when adding Labor to the Estimate (when "workgroup" field is provided).
workgroup	no	Integer	Value Lookups:		Record ID of the Workgroup to be associated with the Labor record on the Estimate.
labor_description	no	String			Description to give the Labor record.
hours	yes*	String			Hours to be assigned to the labor. Use "h" for hours and "m" for minutes. Example: "1h 30m" *Only Required when adding labor to the estimate (when "workgroup" field is provided).
rate	no	Decimal			Rate to be billed for Labor. If not provided, default rate from Workgroup will be used.
labor_billable	no	Integer	1 or 0		Mark whether the Labor item is billable.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
recid	355989
type	ES
csr	1

Results

If the request is successful, the SD Number will be returned as follows:

Service Desk UDFs

User Defined Fields can be easily set for a Service Desk item.

Below is the proper format for making a UDF request.

Note: "type=UDFS" to indicate that this is to add UDFs to a Service.

XML

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

Available Fields

Field	Required	Data Type	Notes
sd_recid	yes*	Integer	*Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table.
sd_number	yes*	String	*Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item that the UDF is for.
sda_recid	no*	Integer	RECID of the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no*	String	Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
udf_IDENTIFIER	yes*	Mixed	IDENTIFIER is the unique Identifier of the UDF to assign the value to. Example: udf_LEGACYNUM=value A single UDF parameter is Required*, but not all of them
action_udf_IDENTIFIER	yes*	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
action_udf_RECID	yes*	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

NOTES

Either "sd_recid" or "sd_number" need to be provided as a Required field, but not both.
If "sda_recid" is provided, "sd_recid" and "sd_number" are not required.
"sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.

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	5434
type	SO
udf_IDENTIFIER	1

Results

If the request is successful, the RECID(s) of the new Service Desk UDF records will be returned in the same order as provided:

Service Desk Remarks

If the supplied API key has write privileges to write Service Desk Remarks, it is easy to insert Remarks for the new or existing Service Desk Item.

Available Fields

Field	Required	Data Type	Notes
type	yes	String	type must be REMARKS
sd_recid	yes	Integer	RECID column from SERVICE_DESK table.
remarks	yes	String	The remark to add to the service
sda_recid	no	Integer	*Conditionally Required for use on a Service Desk Action. RECID column from SERVICE_DESK_ACTIONS table.

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	999
type	REMARKS
remarks	This is a Remark from the API

Results

If the request is successful, the SD Number will be returns as follows:

Service Desk Estimate Charges

It is easy to insert a single Charge for the new or existing Service Desk Estimate. On the write request just add the appropriate fields to the query. If multiple Charges need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request.

Note: "type=EST_CHARGES" to indicate that this is to create an Estimate Charge record.

Available Fields

Field	Required	Data Type	Options	Default	Notes
estimate_recid	yes	Integer			RECID column from SERVICE_DESK_EST table.
charge_catalog	yes	Integer	Value Lookups:		Record ID of the applicable charge.
charge_description	no	String			The details or description of the charge on the estimate
chrg_quantity	no	Integer		1	Quantity of charge to be used.
prorate	no	Integer	1 or 0	0	Should the charge be prorated when activated
override_amount	no	Decimal			If allowed by the selected charge, overrides the default amount from the charge.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
estimate_recid	⁵⁶⁴⁸⁷
charge_catalog	1
type	EST_CHARGES

Results

If the request is successful, the RECID of the new service desk estimate charge is returned as follows:

Service Desk Estimate Labor

It is easy to insert a single Labor record for the new or existing Service Desk Estimate. On the write request, just add the appropriate fields to the query. If multiple Labor records need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request.

Note: "type=EST_LABOR" to indicate that this is to create an Estimate Labor record.

Available Fields

Field	Required	Data Type	Options	Notes
estimate_recid	yes	Integer		RECID column from SERVICE_DESK_EST table.
labor_type	yes	Integer	Value Lookups:	Type of Labor to be added.
workgroup	yes	Integer	Value Lookups:	Record ID of the Workgroup to be associated with the Labor record on the Estimate.
labor_description	no	String		Description to give the Labor record.
hours	yes	String		Hours to be assigned to the Labor. Use "h" for hours and "m" for minutes. Example: "1h 30m".
rate	no	Decimal		Rate to be billed for Labor. If not provided, default rate from Workgroup will be used.
labor_billable	no	Integer	1 or 0	Mark whether the Labor Item is billable.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
estimate_recid	⁵⁵⁰⁷³
labor_type	Regular
workgroup	1
hours	1h 45m
type	EST_CHARGES

Results

If the request is successful, the RECID of the new service desk estimate labor record is returned as follows:

Service Desk Estimate Equipment

It is easy to insert a single Equipment record for the new or existing Service Desk Estimate. On the write request, add the appropriate fields to the query. If multiple Equipment records need to be added to a single Estimate, then separate POST requests will need to be made.

Below is the proper format for making a separate request.

Note: "type=EST_EQP" to indicate that this is to create an Estimate Equipment record.

Available Fields

Field	Required	Data Type	Options	Default	Notes
estimate_recid	yes	Integer			RECID column from SERVICE_DESK_EST table.
eqp_catalog	yes	Integer	Value Lookups:		Record ID of the Equipment Catalog item to added to the Estimate.
eqp_quantity	yes	Integer		1	Quantity of the Equipment to be added to the Estimate.
eqp_billable	yes	Integer	1 or 0		Mark whether the Equipment item is billable.

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
estimate_recid	⁷⁸⁴⁵¹
eqp_catalog	1
eqp_quantity	1
eqp_billable	1
type	EST_CHARGES

Results

If the request is successful, the RECID of the new service desk estimate equipment record is returned as follows:

Service Desk Adding GLAs

It is easy to insert one or more GLA records for the new or existing Service Desk Order. On the write request, add the appropriate fields to the query.

Below is the proper format for making a separate request.

Note: "type=GLA" to indicate that this is to create a Service Order record.

Available Fields

Field	Required	Data Type	Default	Notes
type	yes	String	GLA	type=GLA is Required
sd_recid	yes*	Integer		RECID column from SERVICE_DESK table. *See NOTE below
sd_number	yes*	String		The Number of the Service Desk item that the UDF is for. *See NOTE below
sda_recid	no*	Integer		RECID of the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no	String		Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
action_default_gla	no*	String or Integer		If a single GLA is sent with a Service Desk request, the value of this is RECID of the GLA. If multiple GLAs are sent with a Service Desk request OR request made directly to the Service Desk GLA POST, this param is "1" or "0" (true/false). If multiple GLAs sent, then these are comma-separated corresponding to the GLAs.
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 as a Required field, but not both.
If "sda_recid" is provided, "sd_recid" and "sd_number" are not required.
"sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
"action_default_gla" is required if the configuration sda_allow_multiple_default_glas is TRUE.

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	78451
gla	1
gla_type	Default
gla_percent	100
type	GLA

Results

If the request is successful, the RECID of the new service desk GLA record is returned as follows:

Service Desk Equipment

It is easy to insert one or more Equipment records for the new or existing Service Desk Order. On the write request, add the appropriate fields to the query.

Below is the proper format for making a separate request.

Note: "type=EQUIPMENT" to indicate that this is to create an Equipment record.

Available Fields

Field	Required	Data Type	Options	Default	Notes
type	yes	String			type=EQUIPMENT is Required
sd_recid	yes*	Integer			RECID column from SERVICE_DESK table. *See NOTE below
sd_number	yes*	String			The Number of the Service Desk item that the Equipment is for. *See NOTE below
sda_recid	no*	Integer			RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no	String			Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
equipment	no	Integer			RECID for the Equipment to be added. Used only for Cabling and Asset type Equipment.
equipment _id	no*	Integer			Equipment ID for the Equipment. Conditionally Required for Cabling type Equipment.
to_location	no	Integer			RECID of the Location the Equipment will be moved to.
from_location	no	Integer			RECID of the Location the Equipment will be moved from.
qty	yes	Integer			Quantity of the Equipment to be added
billable	no	Integer	1 or 0	defaulted to Catalog setting	Mark whether the Equipment item is Billable.
asset_tag	no*	String			The Asset Tag for the Equipment. Conditionally Required for Asset type Equipment.
override_gla	no	Integer			RECID of the GLA to override billing for this Equipment.
eqp_catalog	no*	Integer			Equipment Catalog RECID *Required if not Cabling or Asset equipment
expense_type	no	Integer	Value Lookups:		The List ID value for the EXPENSE_TYPE List entry that is desired.

NOTES

Either "sd_recid" or "sd_number" need to be provided as a Required field, but not both.
If "sda_recid" is provided, "sd_recid" and "sd_number" are not required.
"sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.

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	78451
qty	1
type	EQUIPMENT
eqp_catalog	1

Results

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

Service Desk Labor

It is easy to insert one or more Labor records for the new or existing Service Desk Item. On the write request, add the appropriate fields to the query.

Below is the proper format for making a separate request.

Note: "type=LABOR" to indicate that this is to create an Equipment record.

Available Fields

Field	Required	Data Type	Options	Default	Notes
type	yes	String			type=LABOR is Required
sd_recid	yes*	Integer			RECID column from SERVICE_DESK table. See Note Below*.
sd_number	yes*	String			Service Desk Number for the Service Desk Item. See Note Below*.
sda_recid	no*	Integer			RECID for the Service Desk Action. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no	String			Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
labor_type	yes	String	"Regular", "OT", "2xOT"		Type of Labor activity. This is a case-sensitive field.
date	yes	String			Date the Labor action was performed on. YYYY/MM/DD format.
hours	yes	Decimal			Hours to be assigned to the Labor. must be sent in decimal hours (0.5 is 30 min)
workflow	no	Integer			Recid for the Workflow
workgroup	yes	Integer			Recid for the Workgroup. Workgroup must be Active.
worker	yes	Integer			Recid for the Worker. Worker must be an Active Contact with Contact Type = Worker. Worker must be part of provided Workgroup.
flate_rate	no	Decimal		NULL	Rate to be billed for Labor. Only zero or positive dollar amounts are allowed.
description	no	String			Description to give the Labor record
billable	yes	Boolean	1 (True), 0 (False)		Mark whether the Labor action is billable

NOTES:

"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
type	LABOR
sd_recid	66116
labor_type	Regular
date	2019/04/25
hours	1.25
workgroup	1
worker	1
billable	0

Results

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

Service Desk Work Orders

Work Orders are a special type of one-time Order, that does not create or manage Services.

Note: "type = WO".

Available Fields

Field	Required	Data Type	Options	Notes
location	no	Integer		Location restrictions will be checked against the Service Catalog
catalog	no	Integer		RECID of the Service Catalog Service Catalog must be a "Task" Type
sla	no	Integer		RECID of the SLA
sdc	no	Integer		RECID of the Service Desk Classification
details	no	CLOB		The details for the Work Order
impact	no	Integer	Value Lookups:	RECID for the Impact value

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
type	WO
catalog	7394
source	Web
csr	1

Results

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

Service Desk Workflow

Note: "type=WORKFLOW' to indicate that this is to create a Workflow record.

Field	Required	Data Type	Options	Notes
type	yes	String		type=WORKFLOW
recid	no	Integer		required if updating
sd_recid	yes*	Integer		*Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table.
sd_number	yes*	String		*Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item.
sda_recid	no*	Integer		RECID for the Service Desk Action Number. If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no	String		Service Desk Action Number for the Action. "sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.
sequence	yes	Integer		needs to be higher than highest completed sequence if status is complete, needs to be higher than lowest pending
workgroup	yes	Integer		Record ID of the Workgroup
worker	no	Integer		Record ID of the Worker. Worker must be an Active Contact with Contact type = Worker. Worker must be part of provided Workgroup.
scheduled_date	no	String		The date Workflow is scheduled to begin.
scheduled_end_date	no	String		The date Workflow is scheduled to end.
billable	yes	Integer	1 or 0	Mark wether Workflow is billable
status	yes	String	PENDING, COMPLETE, HOLD, VOID	Current status of Workflow
notes	no	String		Editable notes for the Workflow
estimated_time	no	String		Example 1.5 is equivalent to 1 hour 30 minutes
start_date	no	String		The date the Workflow was started
completed_date	no	String		The date the Workflow was completed.
activity_remarks	no	String		Required if status is hold.

NOTES:

"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"
"sd_recid=345"

Incorrect Examples

"sd_recid=123"
"sda_number=001"

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Service Desk Inquiries

Inquiries are a special type of request for generic Information.

Note: "type = IQ".

Available Fields

Field	Required	Data Type	Options	Notes
type	yes	String		type = IQ
recid	yes*	Integer		Required in order to Update the Inquiry
subject	yes*	String		Required in order to Create the Inquiry, and cannot be Updated
message	yes*	String		Required in order to Create the Inquiry
topic	yes*	Integer	Value Lookups:	Required in order to Create the Inquiry, and must be a valid LIST RECID of the type SD_INQTOPICS_LISTS_RECID
email	yes*	String		Required in order to Create the Inquiry, UNLESS using Token Authentication. This can not be Updated.
sdc	no	Integer		Cannot be Updated. RECID of the Service Desk Classification

Request Example

Call:

PHP

POST DOMAIN/KEY/servicedesk.json

Headers:

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

Body:

Key	Value
type	IQ
email	demo@pcr.com
subject	Sample Inquiry
message	This is the Inquiry Text
topic	4

Results

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

Service Desk 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 Non-Recurring 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
charge_catalog_recid	yes	Integer		RECID of the Non-Recuring 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

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	35612
charge_catalog_recid	7
description

Results

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

Adding Attachments to Service Desk Items

Attachments can be added to Service Desk Items either on their own, or as a part of any normal creation or update of an existing Service Desk Item.

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		*Either sd_recid or sd_number are conditionally Required, but not both. RECID column from SERVICE_DESK table.
sd_number	yes*	String		*Either sd_recid or sd_number are conditionally Required, but not both. The Number of the Service Desk item.
sda_recid	no*	Integer		If "sda_recid" is provided, "sd_recid" and "sd_number" are not Required.
sda_number	no	String		"sda_number" can be provided instead of "sda_recid" IF "sd_recid" or "sd_number" are provided.

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

JSON:

XML

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

How to Create a Service Order

The method of making calls to the API will vary depending on what application or language used. Running requests using cURL on the command line. The most basic of examples is as follows:

The request below makes a service order with the Service Rep whose contact RECID is 209.

PHP

curl -X POST --data "CSR=1" http://URL_TO_YOUR_PCR360_INSTALLATION/api/YOURAPIKEY/servicedesk.SO.json

"curl" indicates the program you're trying to use.
-X POST tells curl you want to make a POST request (change POST to GET to make a GET request, etc)
--data "…" is a query string of parameters to send as the POST data. i.e. "foo=bar&bat=baz&etc=123" and so on.
the URL to request. Notice at the end is "json". This is the format you want the response returned in. "json", "php" and "xml" are your available options.

This request returns the following:

PHP

{
	"status": "success",
	"page": 1,
	"count": 1,
	"total_count": 0,
	"servicedesk": "SO20160600145"
}

It is a JSON encoded string (because json was specified in the URL) with 2 important points of information: "status" and "servicedesk". If "status" is "success" as it is above, then "servicedesk" will be the ID for the Service Order (or Estimate (ES) or Incident (IN) if specified). If "status" is "failure", then a parameter named "message" will be in-place of "servicedesk" with a reason as to why it failed. Example:

PHP

{
	"status": "failure",
	"message": "The following information is required: car"
}

Locating Service Desk Data

Within PCR-360, these menu options list a variety of Grids that can be used to help locate any of the required fields.

Main > Service Desk
Main > Services
Main > Inventory
Main > Catalog
- Specifically G/L Accounts (GLA) and Charges

All grids have the option to show the ROW ID column, which is also the RECID for that particular record.

Parameter	Data Type	Default	Description
limit	Interger	20	Number of listings to show.
page	Interger	1	Page number to show.