Request Attributes and xml Response

The request attributes along with their actions should be used as defined below. The request operations are based on Roles assigned to the users.

• Add Request

• Updating Request

• Assign Request

• Close Request

• Delete Request

• Add Notes

• Get Request

Add Request:

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

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 permission for site) creates request for a site unassociated to him, then the Request Site field is set as 'Not In Any Site'.

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

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

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

9. 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.

A failure message as shown appears if a technician does not have permission to add requests or if the site specified in the new request form is not associated to the technician.  

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.

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.

Click here to access the sample form.

You can view the response in xml format for an updated request here. A failure message as shown appears in the xml response if a technician does not have permission to update the request.

In some cases, a technician may not have permission to perform certain operations. Say, a technician with the permission to view the "Requests assigned to him" updates a request assigned to a different technician then the message stating above appears as the response in xml format. Similarly, a technician "not associated in any site" can update requests that are assigned to him and the requests not associated to any sites. To view the response in xml format click here.

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,

• Set the 'staus' parameter as 'Closed' along with the 'workOrderID' parameter (mandatory parameter) and operation command as 'UpdateRequest'.

• Set 'workOrderID' parameter (mandatory for request update) and 'operation' command as 'CloseRequest'. Set the 'Close comments' parameter as 'closeComment'. The Close Comment can be added, if 'Confirm User Acknowledgment' is selected as 'YES' in 'Request Closing Rules'. Requester does not have permission for closing a request.

The sample form to close request can be accessed here.

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

If the request ID mentioned does not exist then a message stating "WorkOrder not found for ID : 20" appears. A technician may have restricted access permission or will not have the permission to close requests. Click here to view the response in xml.

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.

Click here to access the sample form for deleting requests. The response in xml displays a success message if the technician has permission to delete requests as shown.

If the technician has permission to delete requests but has restricted viewing permissions like, his view is restricted to only his requests, then the response in xml format displays message as "Users does not have enough permission to perform the operation".

Add Notes:

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

Click here to access the sample form. You can view the response in html here.

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.

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.