Service Manager Connection Package - Advanced Use

Last modified on 2023/02/09 10:18
Contents

From: Service Manager Oxygen 2.0 and later

This package integrates a set of procedures, or end points, serving as gateways between a Self Help customer project and calls to the REST API Service Manager. Full transactions are carried out on Service Manager via calls to low-level procedures or calls to other procedures in the connection package.

  • End points are grouped by business object in folders. Each folder has a Toolbox subfolder containing advanced business procedure methods that can be used without any configuration.
  • Each end point is called via an alias.
  • Each end point has input parameters and returns output parameters.

Examples

  • The Create a ticket procedure calls the low-level Post text data procedure.

Notes

  • A return code is returned by each procedure. It is stored in the pOutStatus variable.
     

Input parameters

  • Denomination of each input parameter: prefix pIn followed by the name of the parameter indicated in the REST API method.
  • Mandatory parameters are indicated in bold.
  • Certain advanced end points available in the Toolbox subfolders may have predefined input parameters. In this case their default value is indicated.
     

Output parameters

  • Output parameters are identical for all end points. Only the pOutResult1 parameter is specific to the Create a ticket procedure. Open url.png See the description.
  • Each end point checks if the connector is configured and active.
    • Mandatory segments of the URL configured.
    • Variable isActive = true.
  • Denomination of each output parameter: prefix pOut followed by the name of the parameter.

Best Practice

  • You can use a parameter of a REST method which is not available in the end point. For this purpose, you can use the PInOtherData input parameter.

example  You cannot specify directly the impact level of the ticket with the Create a ticket end point  ==>  You can use the PInOtherData input parameter to specify the impact_id field. Open url.png See the procedure.

Notes: 

  • This parameter is only available on certain end points of assets, employees and tickets.
  • Via this parameter, you can only specify optional fields of the REST method.

Caution: You must create the parameter in JSON format by using the macro of the step that calls the alias of the end point. Open url.png See the procedure.

End point input parameters

Actions

Update an action    (alias: updateAction)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Action ID.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Finish an action linked to a ticket    (alias: finishAction)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: ID of the ticket linked to the action.
  • pInStartDate: Start date of the action.
  • PInEndDate: End date of the action.
    • Default value: Current date.
  • pInChoice : Used to indicate what you want to do with the action.
    • 1: Accept the action of validation.
    • 0: Refuse the action of validation.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of actions    (alias: listActions)   -   Open url.png See the  REST method.
  • pInSearch: Search field.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

List of actions to be validated by an employee    (alias: actionsToValidateByEmployee)
  • pInSearch: Search field.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of employee actions associated with an email    (alias: getActionsbyEmail)
  • pInEmail: Employee email to be returned.
  • pInRetrieveTicketDetails: Used to indicate the items to be returned.
    • true: Ticket details and employee actions.
    • false: Only employee actions.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Assets

Create an asset    (alias: createAsset)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInCatalogId: ID of the model associated with the asset to be created.
  • pInSerialNumber: Asset serial number.
  • pInEmployeeId: ID of the employee associated with the asset.
  • pInStatusId: Asset status ID.
  • pInOtherData: Other data to be created in JSON format.
  • pInComment: Comment on the asset.
  • pInIsCI: Used to indicate whether or not the asset is a CI.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Update an asset    (alias: updateAsset)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Asset ID.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View all the attributes of an asset    (alias: getAssetCharacteristics)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Asset ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View all the attributes of a list of assets    (alias: listAssetsCaracteristics)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View an asset    (alias: getAsset)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Asset ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of assets    (alias: listAssets)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for assets    (alias: searchAssets)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Search for assets by name or by tag    (alias: SearchAssetsByNameOrTags)
  • pInSearchQuery: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of employee assets    (alias: listAssetsEmployee)
  • pInEmployeeID: Employee email to be returned.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Configuration items (CIs)

Create a CI    (alias: createCI)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInCatalogId: ID of the model associated with the CI to be created.
  • pInSerialNumber: CI serial number.
  • pInEmployeeId: ID of the employee associated with the CI.
  • pInStatusId: CI status ID.
  • pInOtherData: Other data to be created in JSON format.
  • pInComment: Comment on the CI.
  • pInIsCI: Used to indicate whether or not the asset is a CI.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Update a CI    (alias: updateCI)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: CI ID.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a CI    (alias: getCI)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: CI ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of CIs    (alias: listCIs)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
    • Default value: 20.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for CIs    (alias: searchCIs)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of employee CIs    (alias: getEmployeeCIByEmployeeID)
  • pInEmployeeID: Employee ID to be returned.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Employees

Create an employee    (alias: createEmployee)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInEmployeeNumber: Employee ID to be created.
  • pInLogin: Employee login.
  • pInLastName: Employee’s last name.
  • pInEmail: Employee's email address.
  • pInPhoneNumber: Employee’s phone number.
  • pInContractStart: Start date of the employee's contract.
  • pInOtherData: Other data to be created in JSON format.
  • pInComment: Comment on the employee.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Update an employee    (alias: updateEmployee)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Employee ID.
  • pInData: Data to be updated in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View an employee    (alias: getEmployee)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Employee ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of employees    (alias: listEmployees)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for employees    (alias: searchEmployees)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Search for an employee by email or by name    (alias: searchEmployeeByEmailOrName)
  • pInSearchQuery: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of employees by department    (alias: getEmployeesByDepartment)
  • pInDepartement: Department name to be returned.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View employees by ID    (alias: getEmployeeByID)
  • pInId: Employee ID to be returned.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Departments

View a department    (alias: getDepartment)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Department ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of departments    (alias: listDepartments)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for departments    (alias: searchDepartments)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Known errors

View a known error    (alias: getKnownError)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Known error ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of known errors    (alias: listKnownErrors)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for known errors    (alias: searchKnownErrors)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Locations

View a location    (alias: getLocation)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Location ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of locations    (alias: listLocations)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for locations    (alias: searchLocations)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Manufacturers

View a manufacturer    (alias: getManufacturer)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Manufacturer ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of manufacturers    (alias: listManufacturers)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for manufacturers    (alias: searchManufacturers)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Problems

View a problem    (alias: getProblem)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Problem ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of problems    (alias: listProblems)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for problems    (alias: searchProblems)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Internal query

Internal query    (alias: InternalQuery)   -   Open url.png See the  REST method.
  • pInQueryGuid: Parent query ID (GUID).
  • pInFilterGuid: Filter ID (GUID).
    • If unspecified, the Default filter is used.
  • pInViewGuid: View ID (GUID).
    • If unspecified, the Default view is used.
  • pInMaxRows: Maximum number of records to display.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
  • pInSearch: Search field.

SLA

View an SLA    (alias: getSLA)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: ID of the SLA.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of SLAs    (alias: listSLAs)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for SLAs    (alias: searchSLAs)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Tickets

Attach a document to a ticket    (alias: uploadDocuments)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Document ID.
  • pInFileData: Document contents encrypted using base64 (JSON).
  • pInFileName: Document name.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Create a ticket    (alias: createTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInCatGuid: ID (GUID) of the category associated with the ticket to be created.
  • pInCatCode: Ticket category code.

    Note:

    • The ID (GUID) or code is mandatory.
    • Default value of the code: Value of the Category metadata for the procedure. If the metadata is unspecified, the code will be 58 (Get Help category). You can modify the code when creating the ticket, e.g. using a form. Open url.png See the use case.
  • pInRequestor: Requester’s email.
  • pInRecipient: Recipient’s email.

    Caution: If you do not enter a value for these two parameters, the ticket will be created for the benefit of the dedicated account authorized to use the Service Manager REST API.

  • pInTitle: Ticket title.
  • pInDescription: Ticket description.
  • pInUrgency: Ticket urgency level.
    • Default value: Medium.
  • pInSeverity: Ticket priority level.
    • Default value: Medium.
  • pInStatus: Ticket status.
  • pInOtherData: Other data to be created in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Create an action linked to a ticket    (alias: createActionLinkToTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInActionTypeId: ID of the action type to be created.
  • pInGroupName: Group where the ticket is assigned.
  • pInSegment2: The predefined value, actions, indicates that the object to be created is an action.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Create a task for a ticket    (alias: createTaskLinkToTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInActionTypeId: ID of the action type to be created.
  • pInGroupName: Group where the ticket is assigned.
  • pInSegment2: The predefined value, tasks, indicates that the object to be created is a task.
  • pInElapsedTime: Time spent on the task.
  • pIntimeCost: Cost of time spent on the task.
  • pInContractualCost: Contractual cost of the task.
  • pInDescription: Description of the task.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Update a ticket    (alias: updateTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInDescription: Description of the update.
  • pInRequestorPhone: Phone number of the requestor.
  • pInImpact: ID of the ticket's impact level.
  • pInProblem: ID of the known problem linked to the ticket.
  • pInCause: ID of the ticket's root cause.
  • pInOtherData: Other data to be created in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Reopen a ticket    (alias: restartTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInComment: Comment on the reopening of the ticket.
  • pInDoneById: ID of the user who reopened the ticket.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Suspend a ticket    (alias: suspendTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInComment: Comment on the suspension of the ticket.
  • pInDoneById: ID of the user who suspended the ticket.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
Close a ticket    (alias: closeTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInComment: Comment on the closing of the ticket.
  • pInStatusGUID: Final status ID (GUID) of the ticket.
  • pInEnddate: Closing date of pending actions associated with the ticket and the anticipated closing action.
    • Default value: Current date (now).
  • pInCatGUID: Ticket category ID.
    • This information is required if the ticket needs to be requalified on closing.
  • pInDelActions: Used to indicate how to manage pending actions for the ticket.
    • true: Cancel actions.
    • false (default value): Do not cancel actions.
  • pInOtherData: Other data to be created in JSON format.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View ticket comment    (alias: getComment)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a ticket    (alias: getTicket)   -   Open url.png See the  REST method.
(mandatory parameters in bold)

  • pInId: Ticket ID.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View a list of tickets    (alias: listTickets)   -   Open url.png See the  REST method.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Toolbox

Search for tickets    (alias: searchTickets)
  • pInSearch: Search field.
  • pInMaxRows: Maximum number of records to display.
  • pInSort: Field used to sort the list.
    • Default value: Name.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of tickets for an asset    (alias: listTicketsAsset)
  • pInSearch: Search field.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAddParams: Add optional parameters used by the REST method.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of employee tickets    (alias: listTicketsEmployee)
  • pInSearch: Search field.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View tickets by number    (alias: getTicketByNumber)
  • pInRFCNumber: Ticket number to be returned.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.
View the list of tickets by email    (alias: getTicketsbyEmail)
  • pInEmail: Email to be returned.
  • pInFields: List of fields to be returned.
    • Field names must be separated by commas.
    • Default value: All fields.
  • pInAccount: Enter a value to overwrite the account specified using the oSetup variable.
  • pInServer: Enter a value to overwrite the server name specified using the oSetup variable.

Output parameters

Parameter Type Description
pOutMessage text Error message returned by the API in the event of failure.
pOutResult object Raw result returned by the API in a JSON object.
pOutSelList text Table with two columns that can be used in forms.

Note: Only if the entry point returns a list.
pOutStatus integer
  • Zero or positive value if successful.
  • Negative value in the event of failure.

Return codes

The return code is stored in the pOutStatus output parameter irrespective of the end point.

Code Description
Zero or positive value Procedure executed successfully.
  • Depending on the procedure, this indicates a numerical value or the number of results in a list.
  • The result is stored in the pOutResult output parameter.
-1 The connector is not configured.
  • The oSetup variable is not correctly configured or one of the mandatory fields is not specified.
  • The message is stored in the pOutMessage output parameter.
-2 Integration is not enabled.
  • Variable isActive = false.
  • The message is stored in the pOutMessage output parameter.
-3 The connector cannot call the API because parameters are incorrect.
  • Error returned by the API: connError ! null.
  • The message is stored in the pOutMessage output parameter.
-4 The connector called the API but the Response error message is returned.
  • Error returned by the API: connResult.body.error ! undefined.
  • The message is stored in the pOutMessage output parameter.
-5 Mandatory data is not specified in the input parameters.
  • The message is stored in the pOutMessage output parameter.
-6 to -9 Reserved

Procedure: How to specify the PInOtherData input parameter

Note: This parameter, found only in certain endpoints for assets, employees and tickets, is used to specify a REST method parameter that is not available in the endpoint.

example  Specify the impact_id and origin parameters not found in the createTicket endpoint

1. Open the procedure using an endpoint.

example  Use case procedure with the createTicket endpoint

2. Go to the step just before the one calling the endpoint.

example  Input Data step

Parameter PInOtherData.png

3. Declare a new variable.

  • Declare a new variable in the first line of the text editor.

example  Data variable

  • Assign the relevant parameters to the variable in the second line of the text editor in the following format.

     Syntax for specifying two parameters

Data = {"<Name_Parameter1>": "<Value_Parameter1>","<Name_Parameter2>": "<Value_Parameter2>"};

example  Command line for specifying the impact_id and origin fields

Data = {"impact_id": "2","origin": "phone"}

4. Associate the new variable with the pInOtherData input parameter.

  • Go to the step that will call the alias of the endpoint.

example  Create ticket step

  • Associate the variable in the window for configuring input and output parameters.

example  Data variable associated with the pInOtherData input parameter

Associate variable to parameter PInOtherData.png

Use cases

How to create a ticket in Service Manager

    Open url.png See the detailed procedure.
         Use case - Create a ticket procedure.png

How to use the Internal query endpoint

     Open url.png See the detailed procedure.
         Internal query - Use case - Procedure.png

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