Request Attributes and xml Response

 

The request attributes for all request operations should be defined as mentioned. The operations on requests are based on the "Roles" assigned to the users.

 

Note

1. Attributes are case sensitive and should be used as defined.

2. Operations on request can be performed based on the Roles assigned to the user.

3. While renaming the button in the sample html form, specify 'operation' as hidden element.

 



 

Add Request

The details necessary for Adding a Request should be set in http request parameters and the 'operation' command should be 'AddRequest'.

 

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for Adding Request

operation='addrequest'

Operation command for Adding Request

reqtemplate

name of the Request Template

subject

Subject of the request

description

Description of the request

resolution

Resolution

requester

Requester

requesteremail

Email ID of Requester

priority

Priority

level

Level

status

Status

mode

Mode

urgency

Urgency

impact

Impact

impactdetails

Impact Details

requesttype

RequestType

site

Site

category

Category

subcategory

SubCategory

item

Item

group

Group

technician

Technician Name

technicianemail

Technician Email ID

UDF Alias Name

Name of the UDF field specified while creating the field.

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

AD_AUTH  refers to Active Directory Authentication.

Local Authentication or empty value refers to Local Authentication.

 

Note:

  1. Requester and Technician is identified based on their UserName and EmailID.

  2. While creating a request in Requester Login, the Site field is set with the site of the requester.

  3. For a Technician login, Not in Any Site is specified by empty value or 'NULL' for site.

  4. While creating request through Requester Login, the Requester is restricted to create request for the asset associated to him/her only if Show workstations associated to requester in Self-Service Portal is selected under Admin -> Self Service Portal Settings.

  5. If a Technician (with restricted access permissions) creates request for a site unassociated to him, then the Request Site field is set as 'Not In Any Site'.

  6. If a Technician (with restricted access permissions) creates a request for the site specified in the template, the Request Site field is set as 'Not in Any Site'.

  7. While creating a request, if Subject field is left empty, then '(no subject)' is set as subject for the Request.

  8. If a field is not available for a request template but given through API, then the field is discarded.

  9. If the Requester information is not provided, then the logged in user is set as the Requester for the request.

  10. While creating a request, if the mandatory fields specified in Request Template are not provided, then the request is created with the information provided by RequestServlet and a System Log is populated with an error message.

The sample form to create request can be accessed here.  

The html form is submitted to http://machine_name:Port_Number/servlets/RequestServlet and a response in xml format displays "Success" message along with the WorkOrder ID.

If the technician creating the request does not have permission to create new requests or has limited access permissions then a "Failure" message appears in the xml form.  

 

Update Request

The details to be updated should be set in the http request parameters along with 'workOrderID' parameter. The 'workOrderID' parameter is mandatory for request update. The 'operation' command should be 'UpdateRequest'. Requesters do not have permission to update requests.

 

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for updating Request

operation='updaterequest'

Operation command for Updating Request

workorderid

Request ID of the request to update.

reqtemplate

Name of the Request Template

subject

Subject of the request

description

Description of the request

resolution

Resolution

requester

Requester

requesteremail

Email Id of Requester

priority

Priority

level

Level

duebytime

Due By time to be applied for the request

status

Status

mode

Mode

urgency

Urgency

impact

Impact

impactdetails

Impact Details

requesttype

RequestType

site

Site

category

Category

subcategory

SubCategory

item

Item

group

Group

technician

Technician Name

technicianemail

Technician Email ID

UDF Alias Name

name of the UDF field specified while creating the field.

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

"AD_AUTH"  refers to Active Directory Authentication.

"Local Authentication" or empty value refers to Local Authentication.

 

Note:

  1. Requester and Technician is identified based on their UserName and EmailID.

  2. Empty Values can be updated to request by passing the value as NULL .

  3. Requester cannot update a request.

A sample form for updating requests can be viewed here.

A Success message appears in a xml format if the request is updated successfully.  

If the technician does not have permission to update the request ( Edit Request permission under Roles), a Failure message appears in the xml form.

In some cases, the technicians view permission is restricted say, a technician with the permission to view only
"Requests assigned to him" cannot update requests assigned to other technicians.

Similarly, technicians who are associated to "not associated in any site" option have permission to update requests assigned to him and requests not associated to any sites. Click here to view the xml response.

 

 

Assign Request

Assign Request is similar to Update Request except the Technician Name should be set in the request parameters along with workOrderID' parameter. The 'workOrderID' parameter is mandatory for assigning a request to other technicians. The 'operation' command should be 'UpdateRequest'. Requester does not have permission for updating a request.

The sample form for assigning/picking up request is similar to that of Updating requests. Requests are assigned to technicians associated to the specified site. If Group is mentioned then the technician should be assigned to the group. If the request is assigned to a technician unassociated to the site, the response in xml format does not display an error message and the request is not assigned to the technician.

 

Close Request

A request can be closed in two ways,

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for closing Request

operation='closerequest'

Operation command for closing Request

workorderid

Request ID of the request to close.

closecomment

Close Comments

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

AD_AUTH  refers to Active Directory Authentication.

Local Authentication or empty value refers to Local Authentication.

 

The sample form to close request can be accessed here.

A success message appears in xml format on submitting the form to http://macine_name:Port_Number/servlets/RequestServlet.

At time if the request ID mentioned does not exist then "WorkOrder not found for ID : 20" appears in the xml form.

If the technician has restricted access permission or does not have permission to close the request then a Warning message appears in the xml form.

 

Delete Request

The 'workOrderID' parameter should be set in the http request parameters along with the 'operation' command as 'DeleteRequest'. Requester does not have permission for deleting a request.

 

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for deleting Request

operation='deleterequest'

Operation command for Deleting Request

workorderid

Request ID of the request to delete.

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

"AD_AUTH"  refers to Active Directory Authentication.

"Local Authentication" or empty value refers to Local Authentication.

 

The sample form to delete requests can be viewed here.

A Success message appears if the technician has permission to delete the request.

If a technician without delete permission or with restricted viewing permission, is trying to delete a request then a Failure message appears as the xml response.   

 

Add Notes

The parameters namely, 'Notes', 'isPublic', 'workOrderID' should be set in the http request parameters along with the 'operation' command as 'AddNotes'.

 

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for adding notes to request

operation='addnotes'

Operation command for closing Request

workorderid

Request ID of the request to add notes

notestext

Notes to be added to the given Request Id

ispublic

isPublic=true denotes Public Notes

isPublic=false denotes Private NotesClose Comments

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

AD_AUTH  refers to Active Directory Authentication.

Local Authentication or empty value refers to Local Authentication.

 

The sample form to add notes can be accessed here.

Technicians with permission over request module can add notes. A Success message appears if the note is added successfully.

At times, technicians may not have permission (Edit permission under Roles) or their access is restricted for which a Failure message appears.  

 

Add Work Log

The 'workOrderID' parameter along with the 'operation' command as 'AddWorkLog' should be sent to the http request parameters. Only technicians have permission to add work log.

 

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target URL for adding notes to request

operation='addworklog'

Operation command for adding work log to request

workorderid

Request ID

technician

Technician Resolving the Request

technicianemail

Email-ID of technician Resolving the Request

description

description

workhours

Time Taken To Resolve in hours

workminutes

Time Taken To Resolve in minutes

cost

Incident Cost

executedtime

Executed Time

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

AD_AUTH  refers to Active Directory Authentication.

Local Authentication or empty value refers to Local Authentication.

 

Note:

  1. If the fields, 'technician' and 'technicianEmail' is left unfilled, the logged in technician is considered as the technician resolving the request.

  2. If the 'cost' field remains empty, then 'cost per hour' will be taken as the Incident Cost.

  3. If the execution time is left unfilled, the current time is taken as the 'execution time'.

  4. The Execution Time should be in the format 'dd MMM yyyy, HH:mm:ss[08 Nov 2009, 21:15:26]'.

The sample form to add Work Log can be accessed here.

A Success message appears along with the 'requestChargeID' in xml format on submitting the form to http://macine_name:Port_Number/servlets/RequestServlet.  

If the technician is not provided with the role to add work log a Failure message appears in the xml response.

At times, the access to view requests is restricted for which a Failure message appears in xml form. Click here to view the response.

 

Delete Work Log

The 'requestChargeID' parameter along with the 'operation' command as 'DeleteWorkLog' should be set in the http request parameters. Only technicians have the permission to delete work logs. The requestChargeID is provided while adding the work log.

  

Attribute

Comment

targeturl="/servlets/requestservlet"

Operation target url for deleting work log

operation='deleteworklog'

Operation command for Deleting work log

requestchargeid

Work Log ID to delete

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

"AD_AUTH"  refers to Active Directory Authentication.

"Local Authentication" or empty value refers to Local Authentication.

 

The Delete Work Log sample form can be accessed here.   

The work log is deleted successfully if the technician has permission to delete the Work Log. Click here to view the xml response.

 

Get Request

The 'workOrderID' parameter should be set in the http request parameters along with the 'operation' command as 'GetRequestDetails'. Requester does not have permission for deleting a request.

 

Attribute

Comment

getrequestdetails

Operation command for Getting  Request Details

workorderid

Request ID

username

Login Name for SDP Authentication

password

Password for SDP Authentication

domain_name

Domain Name to which the user belongs. Domain Name needs to be specified on selecting AD authentication.

logondomainname

Authentication Mode [AD or Local Authentication].

AD_AUTH  refers to Active Directory Authentication.

Local Authentication or empty value refers to Local Authentication.

 

The sample form to view the request details can be accessed here.

The request details is displayed as the response in xml if the technician has permission to view requests. The fields unspecified in the form are set as 'null' as shown.

A failure message appears as shown if the technician does not have permission to view requests or has restricted access permission.

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