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

    To create a new request, the targetURL attribute should be set to /servlets/RequestServlet and the 'operation' attribute should be 'AddRequest'. The 'account', 'site' and 'requester' parameters are mandatory for creating a request.

     

    Attribute

    Comment

    targetURL="/servlets/RequestServlet"

    Operation target url for Adding Request

    operation='AddRequest'

    Operation command for Adding Request

    reqTemplate

    name of the Request Template

    title

    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

    account

    Account

    site

    Site

    category

    Category

    subcategory

    SubCategory

    item

    Item

    group

    Group

    technician

    Technician Name

    technicianEmail

    Technician EmailID

    asset

    Name of the asset assigned to the request

    assetId

    ID of he asset assigned to the request

    UDF Alias Name

    name of the UDF field specified while creating the field.

    username

    Login Name for ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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 are set based on their User Name and Email ID.

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

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

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

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

    6. 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 should be 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 a "Failure" message appears in the xml form.  

     

    Update Request

    To update a request, the targetURL attribute should be set to /servlets/RequestServlet and the 'operation' attribute should be 'UpdateRequest'. The 'account', 'site', 'requester' and 'workOrderID' parameters are mandatory for updating a request.

     

    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

    title

    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

    account

    Account

    site

    Site

    category

    Category

    subcategory

    SubCategory

    item

    Item

    group

    Group

    technician

    Technician Name

    technicianEmail

    Technician EmailID

    asset

    Name of the asset assigned to the request

    assetId

    ID of he asset assigned to the request

    UDF Alias Name

    name of the UDF field specified while creating the field.

    username

    Login Name for ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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 are identified based on their User Name and EmailID.

    2. Empty Values can be updated to the 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 request may not fall under the technician's scope. For instance, a technician with permission to view 'Requests assigned to him only' cannot update a request that is not assigned to him although he has the 'Update Request' permission.

    Click here to view the xml response for a update-failed request.

     

     

    Assign Request to a Technician

    To assign a request to a technician, use the same operation as described above for 'Update Request'. Pass the 'Technician Name', 'Technician Email' and 'WorkorderID' parameters with the request. A requester cannot assign a request to a technician.

    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, the technician should belong 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. But the request is not assigned to the technician.

     

    Close Request

    A request can be closed in two ways,

    • Set the 'status' parameter as 'Closed' along with the 'workOrderID' parameter (mandatory parameter) and operation command as 'UpdateRequest'. (See above for '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'. A Requester does not have permission to close a request.

    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 ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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://machine_name:Port_Number/servlets/RequestServlet.

    If the specified request ID does not exist, the message "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

    To delete a request, set the parameter value for 'operation' attribute as 'DeleteRequest' along with 'workOrderID'.

     

    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 ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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

    To add notes to a request, set the parameter value for 'operation' attribute as 'AddNotes' along with 'workOrderID'.

     

    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 ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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 for the request module can add notes. A Success message appears if the note is added successfully.

    Conversely, technicians without permission (Edit permission under Roles) cannot add a note and a 'Failure message' appears if they try to add a note.  

     

    Add Worklog

    To add worklog to a request, set the parameter value for 'operation' attribute as 'AddWorkLog' along with 'workOrderID'.

     

    Attribute

    Comment

    targetURL="/servlets/RequestServlet"

    Operation target url for adding notes to request

    operation='AddWorkLog'

    Operation command for adding worklog 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 ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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' are left blank, 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 blank, the current time is taken as the 'execution time'.

    4. The Execution Time should be in the format 'dd MMM yyyy, HH:mm:ss[01 Jul 2010, 18:02:26]'.

    The sample form to add Worklog can be accessed here.

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

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

    If the technician does not have access to the request, a Failure message appears in XML format. Click here to view the response.

     

    Delete Worklog

    To delete a worklog, set the parameter value for 'operation' attribute as 'DeleteWorkLog' along with 'requestChargeID'.

      

    Attribute

    Comment

    targetURL="/servlets/RequestServlet"

    Operation target url for deleting worklog

    operation='DeleteWorkLog'

    Operation command for Deleting worklog

    requestChargeID

    WorkLog ID to delete

    username

    Login Name for ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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 WorkLog sample form can be accessed here.   

    The worklog is deleted successfully if the technician has permission to delete the Worklog. Click here to view the xml response.

     

    Get Request

    To view a request details, set the parameter value for 'operation' attribute as 'GetRequestDetails' along with 'workOrderID'.

     

    Attribute

    Comment

    GetRequestDetails

    Operation command for Getting  Request Details

    workOrderID

    Request ID

    username

    Login Name for ServiceDesk Plus - MSP Authentication

    password

    Password for ServiceDesk Plus - MSP 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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