Ticket Web-services

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.

getTicket

Id: 123
Returns an excerpt of the primary details (general information) pertaining to the specified the support request (ticket).

Input Parameters
ticketIdentifier - Ticket Identifier for which details should be fetched 

Output
Change Request
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, Ticket Type, Urgency, Urgency Code, Total Time Spent (HH:MM), vip_flag_person1, vip_flag_person2, Custom fields with values

Incident 
Affected Service ID, Affected Service, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Case ID, Cause, Category, Class, CCTI ID, Item, Type, Created By, Created On, Symptom Details, Related To Global Item ID, Closed By, Closed On, Modified By, Last Modified, 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, Related To Global ID, Affected User, Requester Name, Resolution, Row ID, Severity, Resolved Using Case#, Resolved Using Item ID, Received In Mailbox, This ticket is -, Symptom Description, Case#, Impact, Impact Code, Phase, Prioritiy, Prioritiy Code, Reason Code, KB Article ID, Source, Source Code, Status, Ticket Type, Urgency, Urgency Code, Total Time Spent (HH:MM), vip_flag_person1, vip_flag_person2, Affected Device, Custom fields with values

Problem
Affected Service ID, Affected Service, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Case ID, Cause, Category, Class, CCTI ID, Item, Type, Created By, Created On, Symptom Details, Related To Global Item ID, Closed By, Closed On, Modified By, Last Modified, 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, Related To Global ID, Affected User, Requester Name, Resolution, Row ID, Severity, Resolved Using Case#, Resolved Using Item ID, Received In Mailbox, This ticket is -, Symptom Description, Case#, Impact, Impact Code, Phase, Prioritiy, Prioritiy Code, Reason Code, KB Article ID, Source, Source Code, Status, Ticket Type, Urgency, Urgency Code, Total Time Spent (HH:MM), vip_flag_person1, vip_flag_person2, Custom fields with values

Service Request
Affected Service ID, Affected Service, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Case ID, Cause, Category, Class, CCTI ID, Item, Type, Created By, Created On, Details, Closed By, Closed On, Modified By, Last Modified, 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, Requested For, Requester Name, Resolution, Row ID, Resolved Using Case#, Resolved Using Item ID, Received In Mailbox, Description, Case#, Impact, Impact Code, Phase, Prioritiy, Prioritiy Code, Reason Code, KB Article ID, Source, Source Code, Status, Ticket Type, Urgency, Urgency Code, Total Time Spent (HH:MM), vip_flag, vip_flag_person1, vip_flag_person2, Custom fields with values

Task Ticket
Actual Duration (HH:MM), Actual End Date, Actual Start Date, Affected Service ID, Affected Service, Assigned Individual ID, Assigned Group ID, Assigned Group, Assigned Individual, Case ID, Category, Class, CCTI ID, Item, Type, Created By, Created On, Task Relevant Detailed Info, Closed By, Closed On, Modified By, Last Modified, Parent Symptom , Parent Ticket ID, Parent Ticket ID, Parent Ticket Identifier, Parent Ticket Type, 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, Planned Duration (HH:MM), Planned End Date, Planned Start Date, qcktkt_id, Contact Person, Requester Name, Row ID, Received In Mailbox, Task Name, Task Order, Task Type, Task Description, Case#, Impact, Impact Code, Phase, Prioritiy, Prioritiy Code, Reason Code, Source, Source Code, Status, Ticket Type, Urgency, Urgency Code, Total Time Spent (HH:MM), tsk_flow_id, vip_flag_person1, vip_flag_person2, Custom fields with values

listTickets

Id: 124
Returns the list of all open support requests (tickets)  for the logged in user and his groups matching the specified search criteria.

Input
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

listWorklogs

Id: 125
Returns the list of all the worklogs pertaining to the specified support request (ticket) 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: 126
Adds a new ticket-specific worklog entry into the database and relates it to the respective ticket.

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: 127
Updates an existing ticket-specific worklog details.

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: 128
Returns the list of all the communications pertaining to the specified support request (ticket) 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: 129
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 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: 130
Returns the list of all the related attachment document(s) matching the specified search criteria  pertaining to the specified support request (ticket).

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

relateAttachment

Id: 131
Relates specified attachment document to the specified support request (ticket).

Input Parameters
ticketIdentifier - Ticket Identifier to which a passed in Attachment is to be related.
attachmentId - Attachment Id which must be related to the ticket

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: 132
Unrelates specified attachment document associated with the specified support request (ticket).

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: 133
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
CI ID, CI Name, Identifier, Purpose, Category, Class, Status, Attribute 1, Attribute 2, Attribute 3

relateConfigurationItem

Id: 134
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 support request (ticket).

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 support request (ticket).

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

unrelateConfigurationItem

Id: 135
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 support request(ticket).

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 support request (ticket).

Output
None 

listRelatedTickets

Id: 136
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: 137
Relates the selected support request (ticket) to a support request (ticket).

Input Parameters
parentTicketIdentifier - Ticket Identifier to which a passed in Ticket is to be related.
relateTicketIdentifier - Ticket Identifier which must be related to the support request (ticket).

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

unrelateTicket

Id: 138
Unrelates the specified support request (ticket) associated with a specified task ticket.

Input
parentTicketIdentifier - Ticket Identifier from which a passed in Ticket is to be unrelated.
relateTicketIdentifier - Ticket Identifier which must be unrelated from the support request (ticket). 
Output
None

listActivities

Id: 139
Returns the list of all historical activity including communications pertaining to the specified support request (ticket) matching the specified search criteria.

Input Parameters
ticketIdentifier - Ticket Identifier for which historical activity should be fetched
searchText - String to match the Type, User etc.

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

listSLAComplianceLevels

Id: 140
Returns the list of all service level agreement (SLA) compliance being monitored, measured and acted upon for alters or escalations pertaining to the specified support request (ticket) matching the specified search criteria.

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

Output

searchAllTickets

Id: 166
Finds all support requests (tickets) across the service desk system that matches the numerous filters and search options specified during search.

 
Input Parameters
Case ID,Ticket ID, Status, Reason Code, Ticket Type, Impact, Urgency, Priority, Source, Created Date From, Created Date To, Modified Date From, Modified Date To, Closed Date From, Closed Date To, Created By, Closed By,    
Assign To Group, Assign To Individual, Class, Category, Item, Type, Requester, Phone, Email, Organization, Site, Location, Description, VIP, Details, Affected Services, Related CIs.

Output

Assign to Individual, Case ID, Date Created, Description, Modified Date, Reason code, Requester, Row Id, Status, Ticket Type.

getMatchingTicketID

Id: 167
Finds the ticket identifier for the most recently modified support request (ticket) across the service desk system that matches the numerous filters and search options specified during search.

Input Parameters
ticketSearchOptionsBean - Ticket Search Options Bean containing search criteria to be used
Case ID, Ticket ID, Status, Reason Code, Ticket Type, Impact, Urgency, Priority, Source, Created Date From,    Created Date To, Modified Date From, Modified Date To, Closed Date From, Closed Date To, Created By, Closed By, Assign To Group, Assign To Individual, Class, Category, Item, Type,    
Requester, Phone, Email, Organization, Site, Location, Description, VIP, Details, Affected Services, Related CIs

Output    
Ticket_Identifier 

listCustomFields

Id: 205
Retrieves all supported custom fields that are used to capture additional information related to the specified type of support request (ticket).

Input Parameters
ticketType - Ticket Type for which custom attributes should be fetched.

Output
Attribute Type, Attribute Default Value, Attribute Display Name, Possible Values, Attribute Name, Is Standard Field?