General

Mandatory input for each operation

Credentials - Web Service Client User authentication credentials
extendedSettings - Extended Settings such as response format.

Each Operation returns -

DefaultServiceResponse JavaBean container which stores the specific bean response for Web Services operation

Notes:
* While creating an entity, values for fields such as Row ID (Unique system generated), Entity ID (System generated )should not be entered as input parameter values.
* While updating an entity, values for fields that already contain a Read only value should not be entered as input parameter values.

getChangeRequest

Id: 7
Returns an excerpt of the primary details (general information) pertaining to the specified the change request.
Input Parameters
ticketIdentifier - Ticket Identifier for which details should be fetched

Output

Actual Duration (HH:MM), Actual End Date, Actual Start Date, Affected Service ID, Affected Service, Action ID When Approved, Action ID When Rejected, Action When Approved, Action When Rejected, Approval Phase, Approval Status, Approval Type, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Backout and Verification Plan, Business Criticality, Case ID, Category, Class, CCTI ID, Item, Type, Change Type, Created By, Created On, Environment Affected, Locations Affected, Closed By, Closed On, CIs Affected, Modified By, Last Modified, Change Impacted, Outage Duration (HH:MM), Outage Type, Parent Ticket ID, Parent Ticket Identifier, person1_address_id, Email, Requester Phone, person1_contact_id, Organization, Site, Location, person1_org_id, person2_address_id, Email, Phone, person2_contact_id, Organization, Site, Location, person2_org_id, Implementation and Verification Plan, Planned Duration (HH:MM), Planned End Date, Planned Start Date, Reason for Change, Requested For, Requester Name, Risk Assessment, Row ID, Received In Mailbox, Description of Change, Case#, Impact, Impact Code, Phase, Prioritiy, Prioritiy Code, Reason Code, Source, Source Code, Status, Urgency, Urgency Code, Total Time Spent (HH:MM), vip_flag_person1, vip_flag_person2, Affected Device, Employee Date of Birth, Employee Number, Memory_MultiLine, Alarm Checkbox, Priority_List, RadioButton, Working Hours, Suppression Key

listChangeRequests

Id: 8

Returns the list of all open change requests for the logged in user and his groups matching the specified search criteria.
Input Parameters

searchText - String to match the Status, Assigned Group, Assigned Individual, Organization, Site etc.

Output

Assigned Group, Assigned Individual, Created Date, Requester Organization, Modified Date, Requester, Row ID, Case#, Description, Priority, Reason Code, Status, Type

createChangeRequest

Id: 9

Creates new change request with the provided details.

Input Parameters

chgBean - Change Request Bean containing details which must be used to log the ticket

Row ID /Case# / Parent Row ID / Parent Case# / Case ID /Phase / Status / Reason Code / Assigned Individual / Assigned Contact ID / Assigned Group / Assigned Group ID / Created By / Modified By / Created On / Last Modified / Closed On / Closed By /Requester Contact ID / Requester Email / Requester Name / Requester Phone / Requester Organization / Requester Site / Requester Location / Requester Org ID / Requester Address ID / Vip Flag Person1 /Requested For Contact ID / Requested For Email / Requested For / Requested For Phone / Requested For Organization / Requested For Site / Requested For Location / Requested For Org ID / Requested For Address ID / Vip Flag Person2 /Affected Service ID / Affected Service Name / Affected Service Identifier / Description of Change / Reason for Change / Source Code / Source / Priority Code / Priority / Urgency Code / Urgency / Impact Code / Impact / Change Type: Business Criticality / CCTI ID / Class / Category / Type / Item / Outage Type / Outage Duration (HH:MM) / Risk Assessment / Total Time Spent (HH:MM) / Planned Start Date / Planned End Date / Planned Duration (HH:MM) / Actual Start Date / Actual End Date / Actual Duration (HH:MM) / CIs Affected / Environment Affected / Change Impacted / Locations Affected / Implementation and Verification Plan / Backout and Verification Plan / Appr Action ID When Approved / Appr Action ID When Rejected / Action When Approved / Action When Rejected / Appr Phase: / Approval Status / Approval Type / *Alarm ID / Alarm Count:/ Alarm Date / *Alarm Checkbox:

Output

ticket_identifier, item_id

updateChangeRequest

Id: 10

Updates an existing change request with the provided details.

Input Parameters

chgBean - Change Request Bean containing details which must be used to update the ticket

Row ID/ Workflow action Id/Case#/ Parent Row ID/ Case ID/ Phase/ Status/ Reason Code/ Assigned Individual/ Assigned Contact ID/ Assigned Group/ Assigned Group ID/ Created By/ Modified By/ Created On/ Last Modified/ Closed On/ Closed By/ Requester Contact ID/ Requester Email/ Requester Name/ Requester Phone/ Requester Organization/ Requester Site/ Requester Location/ Requester Org ID/ Requester Address ID/ Vip Flag Person1/ Requested For Contact ID/ Requested For Email/ Requested For/ Requested For Phone/ Requested For Oganization/ Requested For Site/ Requested For Location/ Requested For Org ID/ Requested For Address ID/ Vip Flag Person2/ Affected Service ID/ Affected Service Name/ Affected Service Identifier/ Description of Change/ Reason for Change/ Source Code/ Source/ Priority Code/ Priority Urgency Code/ Urgency/ Impact Code/ Impact/ Change Type/ Business Criticality/ CCTI ID/ Class/ Category/ Type/ Item/ Outage Type/ Outage Duration (HH/MM)/ Risk Assessment/ Total Time Spent (HH/MM)/ Planned Start Date/ Planned End Date/ Planned Duration (HH/MM)/ Actual Start Date/ Actual End Date/ Actual Duration (HH/MM)/ CIs Affected/ Environment Affected/ Change Impacted/ Locations Affected/ Implementation and Verification Plan/ Backout and Verification Plan/ Appr Action ID When Approved/ Appr Action ID When Rejected/ Action When Approved/ Action When Rejected/ Appr Phase/ Approval Status/Approval Type/ *test again/

Output

ticket_identifier, item_id

listWorklogs

Id: 11

Returns the list of all the worklogs pertaining to the specified change request matching the specified search criteria.

Input Parameters

ticketIdentifier - Ticket Identifier for which worklogs should be fetchedsearchText - String to match the User etc.

Output

Row ID, Worklog Date, Created By, Created On, Worklog Description, Time Spent (Min), Work Log Type

addWorklog

Id: 12

Input Parameters

workglogBean - Workglog Bean containing details which must be used to add the worklog.

Row ID / Ticket Identifier / Item ID / Ticket Type / Worklog Type Code / Worklog Type / Client Viewable / Time Spent (Min) / Worklog Description / Worklog Date / Work Created By / Work Created By Contact ID / Work Created Date / Work Modified By / Work Modified By Contact ID /Work Modified Date:

Output

worklog_id

updateWorklog

Id: 13

Adds a new ticket-specific worklog entry into the database and relates it to the respective change request.

Input Parameters

workglogBean - Workglog Bean containing details which must be used to update the worklog.

Row ID/ Ticket Identifier/ Item ID/ Ticket Type/ Worklog Type Code/ Worklog Type/ Client Viewable/ Time Spent (Min)/ Worklog Description/ Worklog Date/ Work Created By/ Work Created By Contact ID/ Work Created Date/ Work Modified By/ Work Modified By Contact ID/ Work Modified Date/

Output

worklog_id

listCommunications

Id: 14

Returns the list of all the communications pertaining to the specified change request matching the specified search criteria.
Input Parameters

ticketIdentifier - Ticket Identifier for which communications should be fetchedsearchText - String to match the User etc.

Output

Created Date, Status, Communication ID, Send To, Subject, Direction, Type, Related To Form, Created By

sendCommunication

Id: 15

Sends a new ticket-specific communication and relates it to the respective ticket.

Input Parameters

commBean - Communication Bean containing details which must be used to send the communication.

Row ID / Ticket Identifier /Item ID / To/ Cc/ Bcc/ Subject/ Message/ Reply-To/Reply-To Display Name/ Communication Created By/ Do not deliver before/ Communication Delivery Status/ Communication Template ID/ Communication Trace Log/ Communication Type/ Communication Type Mask/ Fb Form Notification ID/ Sched Task ID/ Regenerate message on Send

Output

Communication_Id

listAttachments

Id: 16

Returns the list of all the related attachment document(s) matching the specified search criteria pertaining to the specified change request.

Input Parameters

ticketIdentifier - Ticket Identifier for which attachments should be fetched

Output

Created Date, Description, Attachment File Name, Type, Attachment ID, Can be used as Global, Attachment Name, Attachment Name, Created By, Case#, rel attach id, Ticket Type

relateAttachment

Id: 17

Relates specified attachment document to the specified Change request.

Input Parameters

ticketIdentifier - Ticket Identifier to which a passed in Attachment is to be related.attachmentId - Attachment Id which must be related to the change request.

Output

Attachment File Name / Attachment ID / Attachment Name / Can be used as Global / Case# / Created By / Created Date / Description / Ticket Type / Type / rel attach id

unrelateAttachment

Id: 18

Unrelates specified attachment document associated with the specified change request.

Input Parameters

ticketIdentifier - Ticket Identifier from which an attachment is to be unrelated.attachmentId - Attachment Id which must be related to the change request.

Output

None

listRelatedConfigurationItems

Id: 19

Returns the list of all the configuration items related to the specified support request (ticket) matching the specified search criteria .

Input Parameters

ticketIdentifier - Ticket Identifier for which related Configuration Items should be fetched

Output

Attribute 1, Attribute 2, Attribute 3, Category, Class, Purpose, CI ID, Identifier, Name, Status

relateConfigurationItem

Id: 20

Relates the Configuration Item (CI) identified by either the Row ID or CI Identifier (Row ID will take precedence over CI Identifier if both are specified) to the specified change request.

Input Parameters

ticketIdentifier - Ticket Identifier to which a passed in Configuration Item is to be related.configurationItemIdentifier - Configuration Item Identifier which must be related to the change request.

Output

Attribute 1 / Attribute 2 / Attribute 3 / CI ID / Category / Class / Identifier / Name / Purpose / Status

unrelateConfigurationItem

Id: 21

Unrelates the Configuration Item (CI) identified by either the Row ID or CI Identifier (Row ID will take precedence over CI Identifier if both are specified) from the specified change request.

Input Parameters

ticketIdentifier - Ticket Identifier to which a passed in Configuration Item is to be related.configurationItemIdentifier - Configuration Item Identifier which must be unrelated from the change request.

Output

None

listRelatedTickets

Id: 22

Returns the list of all the support requests (tickets) including task tickets related to the specified support request (ticket) matching the specified search criteria .

Input Parameters

ticketIdentifier - Ticket Identifier for which related tickets should be fetched

Output

Case ID, rel_type_mask, Case#, Description, Other Information, Status, Ticket Type

relateTicket

Id: 23

Relates the selected support request (ticket) to a change request.

Input Parameters

parentTicketIdentifier - Ticket Identifier to which a passed in Ticket is to be related.relateTicketIdentifier - Ticket Identifier which must be related to the change request.

Output

Case #, Description, Status, Other Information, Ticket Type, Case ID, rel_type_mask

unrelateTicket

Id: 24

Unrelates the specified support request (ticket) associated with a specified change request.

Input Parameters

parentTicketIdentifier - Ticket Identifier from which a passed in Ticket is to be unrelated.relateTicketIdentifier - Ticket Identifier which must be unrelated from the change request.

Output

None

listActivities

Id: 25

Returns the list of all historical activity including communications pertaining to the specified change request matching the specified search criteria .

Input Parameters

ticketIdentifier - Ticket Identifier for which historical activity should be fetchedsearchText - String to match the Type, User etc.

Output

Case ID, User, Date, Description, history_row_id, Case#, Ticket Type, Type

listSLAComplianceLevels

Id: 26

Returns the list of all service level agreement (SLA) compliance being monitored, measured and acted upon for alters or escalations pertaining to the specified change request matching the specified search criteria.

Input Parameters

ticketIdentifier - Ticket Identifier for which service level agreement (SLA) compliances should be fetchedsearchText - String to match the Target Name, Compliance Status etc.

Output

Affected Service, Agreement ID, SLA Compliance Target, Assigned Group, Compliance Notes, Compliance Status, Violation Threshold, Due By , Start Time, Measured, Threshold

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