ServiceDesk Plus

    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,

    • 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.

    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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