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:

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).

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

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:

1. The requested Service must have Status “Available“
2. The requested Service must be in the requested catalog or an ancestor
3. The requested Service must be in a pool only if the requested catalog is specified on that pool
4. 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:

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

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:

POST DOMAIN/KEY/servicedesk.json

Headers:

Body:

JSON:

{
    ...
    "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.

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

Available Fields

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.

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

Available Fields

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

Locating Service Desk Action Data

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