Technician Attributes and xml Response

The operations that can be performed for technicians are described below

Note

1. Technicians can be added, edited and deleted using the API.

2. Technicians with roles of SDAdmin, SDAccountAdmin and SDSiteAdmin can perform operations on technicians.

3. The attributes are case sensitive and should be used as defined.

4. When renaming the button in the sample html form, specify 'operation' as hidden element.

Add Technician
Update Technician
Delete Technician

Add Technician

To add a technician, the targetURL attribute should be set to /servlets/TechnicianServlet and the 'operation' attribute should be 'AddTechnician'.

Attributes	Comments
targetURL= "/servlets/TechnicianServlet"	target url for Adding technician
operation='AddTechnician'	operation command for Adding technician.
name	Technician name
employeeId	Employee ID of the technician
email	Email Address of the technician
phone	Phone Number of the technician
mobile	Mobile number of technician
smsMailId	SMS mail id of technician
costPerHr	Hourly cost of the technician
jobTitle	Job title of the technician.
techSiteName	Site to which technician belongs
departmentName	Department to which technician belongs
associateAccounts	Accounts to which the technician needs to be associated. Provide a comma separated list of values.
associateSites	Sites to which the technician needs to be associated. Use the format 'accountname-sitename' as a comma separated list of values.
associateGroups	Groups to which the technician needs to be associated. Use the format 'accountname-sitename-group' as a comma separated list of vlaues.
defaultTechnician	To add this technician as part of the 'Default Technicians List'. Allowed values are 'true', 'false'.
UDF aliases name	additional fields should be specified based on their column names
enableLogin	parameter for Enable Login for Technician Allowed Values:true,false.
loginName	Technician's login name
pwd	Technician's password
associateRoles	roles associated with the technician
username	Login Name for ServiceDesk Plus - MSP Authentication
password	Password for ServiceDesk Plus - MSP Authentication
DOMAIN_NAME	Domain Name to which the user belongs
logonDomainName	Authentication Mode [AD or Local Authentication]. �AD_AUTH� refers to Active Directory Authentication. �Local Authentication� or empty value refers to Local Authentication.

Note:

If the technician is associated to many accounts, the accounts should be specified in comma separated format in 'associateAccounts'
Eg: Acme, Manage Engine, Zoho.
If the technician is associated to many sites, the sites should be specified in comma separated format in 'associateSites' along with the account name separated using a -
Eg: Acme-London, Acme-Paris, Manage Engine-Chennai
If the technician is assigned to more than one group, the groups should be specified in comma separated format in 'associateGroups' along with the account and site names separated using - (s)
Eg: Acme-London-Hardware, Acme-London-Software, Manage Engine-Chennai-Hardware
To assign multiple roles to a technician, specify them as a comma separated list.
Eg: SDAccountAdmin, SDChangeManager
The values permitted for 'enableLogin' are 'true' and 'false'. By default, the value is 'false'.
If 'pwd' is not specified, the pwd for the technician is the same as the specified 'loginName'.
Login is not provided to the technician if 'loginName' is not specified.
Technicians with SDAccountAdmin or SDSiteAdmin privilege but restricted access permissions can add technicians only for their associated sites.
A technician can be assigned only one of SDAdmin, SDAccountAdmin or SDSiteAdmin roles

The sample form to add a new technician can be viewed here.

The html form is submitted to http://machinename:Portnumber/servlets/RequestServlet and a response in xml format displays Success message along with the User ID.

A failure message appears if,

A technician without admin privilege is trying to add a technician. [xml response]
A technician with restricted access is trying to create a technician not associated to his site or account [xml response]
The specified technician login name already exists [xml response]

Update Technician

To update a technician, the targetURL attribute should be set to /servlets/TechnicianServlet and the 'operation' attribute should be 'UpdateTechnician'. 'userid' parameter is mandatory.

Attributes	Comments
targetURL= "/servlets/TechnicianServlet"	target url for Updating technician.
operation='UpdateTechnician'	operation command for Updating technician.
techUserName	Technician Name to update
techLoginName	Login Name of the technician
techEmailId	Email ID of the technician
userid	Technician ID
name	Technician name
employeeId	Employee ID of the technician
email	Email Address of the technician
phone	Phone Number of the technician
mobile	Mobile number of technician
smsMailId	SMS mail id of technician
costPerHr	technician's cost per hour
jobTitle	Job title of the technician.
techSiteName	Site to which technician belongs
departmentName	Department to which technician belongs
associateAccounts	Accounts to which the technician needs to be associated. Provide a comma separated list of values.
associateSites	Sites to which the technician needs to be associated. Use the format 'accountname-sitename' as a comma separated list of values.
associateGroups	Groups to which the technician needs to be associated. Use the format 'accountname-sitename-group' as a comma separated list of vlaues.
defaultTechnician	To add this technician as part of the 'Default Technicians List'. Allowed values are 'true', 'false'.
UDF aliases name	additional fields should be specified based on their column names
username	Login Name for ServiceDesk Plus - MSP Authentication
password	Password for ServiceDesk Plus - MSP Authentication
DOMAIN_NAME	Domain Name to which the user belongs
logonDomainName	Authentication Mode [AD or Local Authentication]. �AD_AUTH� refers to Active Directory Authentication. �Local Authentication� or empty value refers to Local Authentication.

Note:

When editing a technician, technicians are identified based on the order below

The users are first identified based on the 'techLoginName'.
Then, the technician is identified using the 'techEmailid'.
Next, the 'techUserName' is used to identify the technician.
If the technician cannot be identified from the above criteria, then the technician is identified based on 'userid'.
If multiple technicians are found while searching using 'techLoginName' or 'techUserName', then they are not updated.

Values in login details cannot be updated through API.

The sample form to update technicians can be accessed here.

A success message appears if the technician is updated successfully.

A failure message appears if,

A technician without admin privilege is trying to update a technician. [xml response]
A technician with restricted access is trying to update a technician not associated to his site. [xml response]

Delete Technician

To delete a technician, the targetURL attribute should be set to /servlets/TechnicianServlet and the 'operation' attribute should be 'DeleteTechnician'.

Attributes	Comments
targetURL= "/servlets/TechnicianOperationServlet"	target url for deleting technician
operation='DeleteTechnician'	operation command for deleting technician
techUserName	technician Name
techLoginName	technician's loginName
techEmailId	technician's emailId
userid	technician 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.
logonDomainName	Authentication Mode [AD or Local Authentication]. �AD_AUTH� refers to Active Directory Authentication. �Local Authentication� or empty value refers to Local Authentication.

Note:

Technician with 'SDAdmin' can be deleted only by another 'SDAdmin'.

The sample form to delete a technician can be viewed here.

The response in xml displays a Success message if the technician has permission to delete technicians.