Manage Engine SDP
API Documentation
Contains the column name and value to be searched for in a json object. 

Example:
 
  "search_fields":{ 
  "title ": "Telecom change", 
  "priority": "High"
}
For performing advanced search, single criteria can be provided in a JSON Object. 

Example:
 
  "search_criteria”: [  
   {  
      “field”:“priority.id”,
      “value”:“1”,
      “condition”:“is”
   },
   {  
      “field”:“udf_fields.udf_pick_5”,
      “values”:[  
         “Dell”,
         “Lenovo”
      ],
      “condition”:“is”,
      “logical_operator”:“or”
   }
]
Denotes the array of asset objects associated to this request which are deleted. 

Example:
 
“deleted_assets”:[“test-win8.test.com”]

Indicates the user who deleted the request. 

Example:
 
 "deleted_by":{
  "id": "6",
  "name": "Heather Graham",
  "email_id": "hg@test.com"
}

Indicates the technician of the request. 

Example:
 
  "technician":{
  "id": "1",
  "name": "Skylark",
  "email_id": "Skylark@sdp.com"
}
Denotes the current status of the approval request. 

 

Example:
 
"approval_status":{
  "id": "1",
  "name": "pending"
}
Denotes the onhold scheduler details. 

 

Example:
 
“onhold_scheduler”:{  
   “held_by”:{  
      “id”:“3”,
      “name”:“administrator”,
      “email_id”:“admin@servicedesk.com”
   },
   “scheduled_time”:{  
      “display_value”:“Oct 27,
      2016      04:51      PM”,
      “value”:“1477567260000”
   },
   “change_to_status”:{  
      “id”:“1”,
      “name”:“Open”
   },
   “comments”:“Status Changed to onhold as it resolved”
}
Denotes the user who can take action on the approval request. 


Note: If both id and name are given, the id will be given importance. 

Example:
 
"approver":{
  "id": "1",
  "name": "Skylark",
  "email_id": "Skylark@sdp.com"
}
Denotes the request template tasks ids. 

 

Example:
 
“request_template_task_ids”: [{“id”: “301”},{“id”: “302”}]
Denotes the time when the approval request is sent. 

 

Example:
 
"sent_on": {
  "display_value": "Feb 1, 2017 04:18 PM",
  "value": "1485946088950"}
Denotes the time when the request approval action is taken. 

 

Example:
 
"action_taken_on": {
    "display_value": "Feb 2, 2017 02:18 AM",
    "value": "1485946089000"
}
Indicates the details of the associated request. 

 

Example:
 
"request": {
    "id": "2",
    "requester": {
        "id": "3",
        "name": "Mark",
        "email_id": "mark.l@yumail.com"}
}
Indicates the details of the associated change. 

 

Example:
 
"change": {
      "id": "2",
      "title": "New telecom vendor shift"
}
Indicates the details of the associated purchase request. 

 

Example:
  
"purchase_request": {
    "id": "1",
    "requester": null,
    "subject": "Sample PR for approval"
}
Indicates the details of the associated purchase order. 

 

Example:
 
"purchase_order": {
    "id": "1",
    "requester": {
        "id": "4",
        "name": "administrator",
        "email_id": null
},
    "name": "Sample PO for approvals"
}
Indicates the level of approval. 

 

Example:
      
"approval_level": {
                "level": "1"
            }
Boolean value which can have two possible values i.e false, true.
Array of Email ids which needs to be notified about the happenings of this request.
Example:
      
"email_ids_to_notify":["test@sdp.com","test1@sdp.com"]
Indicates the time spent on this request. 

 

Example:
     
 "time_elapsed": {
      "display_value": "53hrs 38min",
      "value": "193103767"
  }
Denotes the current status of the request. 


Example:

"status":{
  "id": "1",
  "color": "#006600",
  "name": "open"
}
Denotes the current status of the project. 


Example:

"status":{
  "id": "1",
  "name": "open"
}
List of email addresses(to addresses) that have received the request through e-mail. 

Example:“email_to”: [“Mark@sdp.com”,“Garysobers@sdp.com”]
List of e-mail addresses(cc addresses) which received the request through e-mail. 

Example:“email_cc”: [“test@sdp.com”,“test1@sdp.com”]
Denotes the creator of the request. 

Example:

"created_by": {
  "id": "3",
  "name": "administrator",
  "email_id": "admin@servicedesk.com"
}
Denotes the creator of the notes. 

Example:

"created_by": {
  "id": "3",
  "name": "Smith",
  "email_id": "smith@test.com"
}
Denotes the requester of the request.
Note: If both id and name are given, the id will be given importance. 

Example:

"requester":{
  "id": "3",
  "name": "mahi",
  "email_id": "mahi@test.com"
}
Request created on behalf of another user. 

Example:

"on_behalf_of":{
  "id": "3",
  "name": "Virat",
  "email_id": "Virat@test.com"
}
Denotes the technician assigned to the request.
Note: If both id and name are given, the id will be given importance. 

Example:

"technician":  {
  "id": "3",
  "name": "Heather Graham",
  "email_id": "heather.g@servicedesk.com"
}
Group to which the request belongs. 

Example:

"group": {
  "id": "1",
  "name": "Network"
}
Denotes the mode in which the request is created. 

Example:

"mode":{
  "id": "1",
  "name": "E-mail"
}
Denotes the SLA details associated to this request. 

Example:

"sla":{
  "id": "1",
  "name": "High Sla"
}
Denotes the department to which the requester belongs. 

Example:

"department": {
  "id": "1",
  "name": "administration"
} 
Denotes the template that is used to create request. 

Example:

"template":  {
  "id": "1",
  "name": "Default Template"
}
Json object. Object has the current status details of the request/task/approval. 

Example:

"status":{
  "id": "1",
  "name": "open"
}
Json object. Object has the owner details.
Note: If both id and name are given, the id will be given importance. 

Example:

"status":{
  "id": "1",
  "name": "open"
}
Denotes the service category to which the request belongs. 

Example:

"service_category":{
  "id": "1",
  "name": "email"
}
Array of user objects that are the approver(s) for the request. 

Example:

"service_approvers":{
"org_roles":[
{
    "id" : "5",
    "name" : "CEO"
}
],
"users":[
{
    "id" : "6"
}
]
}
Denotes the site to which the request belongs. 

Example:

"site":{
  "id": "1",
  "name": "Mepz Zone 1"
}
Denotes the site to which the project belongs. 

Example:

"site":{
  "id": "1",
  "name": "Mepz Zone 1"
}
Denotes the category of the request. 

Example:

"category": {
  "id": "1",
  "name": "software"
}
Denotes the item of the request. 

Example:

"item":{
  "id": "1",
  "name": "Install"
}
Denotes the creator.
Note: If both id and name are given, the id will be given importance. 

Example:

"created_by":{
  "id": "3",
  "name": "Anderson",
  "email_id": "anderson@test.com"
}
Denotes the priority given to the request. 

Example:

"priority":{
  "id": "1",
  "color": "#ff0000",
  "name": "high"
}
Denotes the owner of the project as a json object. 

Note: If both id and name are given, the id will be given importance.
Example:

"owner":{
  "id": "1",
  "name": "Adatil"
}
Denotes the urgency of the request. 

Example:

"urgency": {
  "id": "1",
  "name": "high"
}
Denotes the type of the request. 

Example:

"request_type":{
  "id": "1",
  "name": "Incident"
}
This will contain trimmed draft data if the logged user has saved any draft on this request. 

Example:

"my_drafts": {
  "id": "1",
  "last_updated_time": {
    "display_value": "Oct 31, 2016 05:03 PM",
    "value": "1477913613839"
},
  "subject": "Re: [Request ID :##77##] : Please provide me a telephone"
}
Array of asset objects that are associated to the request. 

Example:

"assets":[{
    "id": "1",
    "name": "test-win8.test.com"
  }
]
Denotes the user having intermediate editing role for the request.
Note: If both the id and name are given, the id will be given importance. 

Example:

"editor": {
  "id": "3",
  "name": "Williamson",
  "email_id": "kane@test.com"
}
Denotes the associated project details. Can be updated via associate/dissociate project operations only 

Example:

"project":{
  "id": "2",
  "title": "Telephone integration"
}
Denotes the associated change details. Can be updated via associate/dissociate change operations only 

Example:

"request_initiated_change":{
  "id": "2",
  "title": "Telephone integration"
}
Denotes the associated change details. Can be updated via associate/dissociate change operations only. 

Example:

"request_caused_by_change": {
  "id": "2",
  "title": "Telephone integration"
}
Associated problem details. Can be updated via associate/dissociate problem operations only. 

Example:

"problem":{
  "id": "2",
  "title": "Telephone integration"
} 
Array of request ids that are parents to the request. Use add parent operation for add dependencies. 

Example:

"parent_request_ids":[{
    "id": "55",
    "title": "Telephone integration"
  }
]
Holds array of request ids, which are children to this request. Use add parent operation for add dependencies. 

Example:

"child_request_ids":[{
    "id": "58",
    "title": "Telephone integration"
  }
]
Denotes the attached files of the request. 

Example:

"attachments":[  
   {  
      "id":"1",
      "file_name":"faulty_phone_error.PNG”",
      "content_url":"/api/v3/attachments/1",
      "size":"6.37KB"
   }
]

Denotes the resource data that is mapped to the request.
Example :

"resources":{  
   "res_304":{  
      "qstn_simple_309":{  
         "name":"Yes"
      },
      "qstn_text_312":null,
      "qstn_select_310":{  
         "id":"305",
         "name":"Microsoft Office Enterprise 2007"
      },
      "qstn_check_311":[  

      ]
   },
   "res_303":{  
      "qstn_check_6":[  

      ],
      "qstn_select_302":null,
      "qstn_check_307":[  
         {  
            "id":"301",
            "name":"access point 1"
         },
         {  
            "id":"302",
            "name":"access point 2"
         }
      ],
      "qstn_select_2":{  
         "name":"Mac OSX"
      },
      "qstn_text_308":{  
         "value":"59871465"
      },
      "qstn_simple_301":null
   }
}
Denotes udf fields’ values associated to the request.
Example :

"udf_fields":{  
   “udf_sline_51”:“abc@ test.com”,
   “udf_pick_52”:“Tony Stark”,
   “udf_long_53”:“1459402730964”,
   “udf_decimal_54”:“12.25”,
   “udf_date_55”:{  
      “value”:“1456464639051”,
      “display_value”:“Feb 26,
      2016      11:00      AM”
   },
   “udf_mline_56”:“This is a multi line field”,
   “udf_multiselect_57”:[  
      “Option 1”,
      “Option 2 ”
   ]
}
Denotes the resolution given for the request. 

Example:

"resolution":{  
   "content":"Attached the details in screenshot",
   "resolution_attachments":[  
      {  
         "id":"2",
         "file_name":"sample descrip.txt",
         "content_url":"/api/v3/attachments/2",
         "size":"520.45KB"
      }
   ],
   "submitted_by":{  
      "id":"4",
      "name":"administrator",
      "email_id":null,
      "is_vipuser":false
   },
   "submitted_on":{  
      "display_value":"Jul 5, 2018 01:27 PM",
      "value":"1530777475554"
   }
}
Denotes the technician who provided the resolution.
Denotes the information like closure_code, comments while closing request.

Example:

"closure_info":{  
   “closure_code”:{  
      “id”:“3”,
      “name”:“Canceled”
   },
   “requester_ack_comments”:“Account created.”,
   “closure_comments”:“Sla Matched.”,
   “requester_ack_resolution”:true
}
Denotes the information like closure_code, comments while closing request.

Example:

"closure_info":{
  "closure_code": {
    "id": "3",
    "subject": "Canceled"
  },
  "requester_ack_comments": "Account created.",
  "closure_comments": "Sla Matched.",
  "requester_ack_resolution": true
}
HTML description of the request. Contains formatted text.
Denotes the onhold scheduler details. 

Example:

"onhold_scheduler":{
  "holded_by": {
    "id": "3",
    "name": "administrator",
    "email_id": "admin@servicedesk.com"
  },
  "scheduled_time": {
    "display_value": "Oct 27, 2016 04:51 PM",
    "value": "1477567260000"
  },
  "change_to_status": {
    "id": "1",
    "name": "Open"
  },
  "comments": "Status Changed to onhold as it resolved"
}
Denotes the user who put the request on hold
Denotes the status object to which the request is scheduled to move to after the onhold scheduler is completed.
Holds linked to request details.
Example :

"linked_to_request"{  
   “request”:{  
      “id”:“3”,
      “subject”:“linked request”
   },
   "link_comments":"same incident"
}
Denotes the request object that holds minimal request data.
Denotes the request object that holds minimal request data.
A text in a plain format. No rich text or new line characters allowed.
A text in a plain format. No rich text characters allowed.
Represents a date/time as a JSON Object. Would contain the value and the display_value attributes.

value : The time in long format (No. of milliseconds from Jan 1, 1970 )
display_value : The time in a readable form in a format as personalized by the user. If not personalized, default format would be used.
Example:

 {
  "value": "1477394860065"
  "display_value": "Oct 25, 2016 11:27 AM"
}
A unique ID to represent an Object. Eg.. tasks, request, attachment etc…
title, status, priority, owner, scheduled_starttime, scheduled_endtime, actual_starttime, actual_endtime, group, task_id
title, status, priority, owner, scheduled_starttime, scheduled_endtime, actual_starttime, actual_endtime, group, task_id, entity, created_by, description, percentage_completion
Represents a date/time as a JSON Object. Would contain the value and the display_value attributes.

value : The time in long format (No. of milliseconds from Jan 1, 1970 )
display_value : The time in a readable form in a format as personalized by the user. If not personalized, default format would be used.
Value in Numbers representing the “row counts”, “start index”, “estimated days”, “estimated hours” , “estimated minutes” ,“additional costs” ,“percentage of completion”.
Json object. Object has “id” and/or “name” of the priority.
Example: “priority”:{“id”:2}
Json object. Object has “id” and/or “name” of the task type.
Example: “task_type”:{“id”:2}
Json object. Object has the “id” and “name” of the owner.
Note: If both id and name are given, the id will be given importance.
Example:

"marked_owner":{
  "id": "3",
  "name": "Root"
}
Json object. Object has the “id” and “name” of the marked technician.
Note: If both id and name are given, the id will be given importance.
Example: “marked_technician”:{“id”:3}
Json object.
Example:“comment”: “Task completed”
Json object.
Example:“comment”: “Task completed”
Json object. Object has the “name” of the site.
Example:“site”: “Washington DC”
Json object. Object has the “request” to which the task is associated.
Example:“request”: {“id”:1}
Json object. Object has the details of creator.
Note: If both id and name are given, the id will be given importance.
Example:

"created_by":{
  "id": "3",
  "name": "Morne"
} 
Json object. Object has the details of creator.
Note: If both id and name are given, the id will be given importance.
Example:

"created_by":{
  "id": "3",
  "name": "Morne"
} 
Json object. Object has the details of the owner.
Note: If both id and name are given, the id will be given importance.
Example:

"owner": {
  "id": "3",
  "name": "Morne"
} 
Json object. Object has the “problem” to which the task is associated.
Example:“problem”: {“id”:1}
Json object. Object has the “change” to which the task is associated.
Example:“change”: {“id”:1}
Json object. Indicates the current status.
Example:

"status":{
    "id": "1",
    "name": "Open"
}  
Json object. Object has the “project” to which the task is associated.
Example:“project”: {“id”:1}
Json object. Object has the “milestone” to which the task is associated.
Example:“milestone”: {“id”:1}
Json object.
Example:

"approver":{
  "id": "123567",
  "name": “warner”,
  "email_id": “warner@zohocorp.com"
}
Json object. Object has the associated request details.
Example:

  "request": {
                "id": 1
            }
Json object. Object has the associated change details.
Example:

"change": {
    "id": 1
}
Json object. Object has the associated purchase order details.
Example:

"purchase_order": {
  "id": 1
}
Json object. Object has the approval level details.
Example:

"approval_level":{
            "id": "12345",
            "level": 1
}
Json object. Object has the technician details.
Note: If both id and name are given, the id will be given importance.
Example:

"technician": {
    "id": "8",
    "name": "Howard Stern"
}
Json object. Object has the owner details.
Note: If both id and name are given, the id will be given importance.
Example:

"owner":{
    "id": "8",
    "name": "Howard Stern"
}
Boolean value denoting whether the request is shared or not.
Note: If both id and name are given, the id will be given importance.
Example:

{
  "is_shared": false
}
Denotes the subcategory of the request. 

Example:

"subcategory": {
  "id": "1",
  "name": "ie 7"
}
Denotes the level of the request. 

Example:

"level":{
  "id": "1",
  "name": "Tier 1"
}
Denotes the information like closure_code, comments while closing request. 

Example:
     
“closure_info”:{  
     
     “closure_code”:{  
         
                                  “id”:“3”,
                                        “name”:“Canceled”  
                             
   },
     
     “requester_ack_comments”:“Account created.”,
         “closure_comments”:“Sla Matched.”,
     
      “requester_ack_resolution”:true    

Denotes the resolution provided for the request. 

Example:
     
“resolution”:{  
   “content”:“Fault phone has been replaced.-Sysadmin”,
   “submitted_by”:{  
      “id”:“3”,
      “name”:“administrator”,
      “email_id”:“admin@servicedesk.com”
   },
   “submitted_on”:{  
      “display_value”:“Oct 31,
      2016      05:03      PM”,
      “value”:“1477913614753”
   }
}
Denotes the impact of the request. 

 

Example:
     
"impact":{
  "id": "1",
  "name": "High"
}
Denotes the request which is linked to this request. 


Example:
 
"linked_to_request": {
  "request": {"id": "3",
  "subject": "linked request"
}
}

Introduction

REST API acts as a bridge between ServiceDesk Plus and other applications. The Info communication happens via HTTP Request. The REST API authenticates users using Authtoken, thus eliminating the need for users to separately log into ServiceDesk Plus to carry out the required operations. The requests are sent using HTTP Method and the operations performed using REST API are based on this.

Different HTTP Request Methods

In general, a request is sent through a specific method, based on which an operation is performed. Following are the different types of HTTP request methods and their corresponding operations:

POST - Add / Bulk-Add entities

GET - View the information

PUT - Update the entity details

DELETE - Delete / Bulk-delete entities

input_data

For most of the operations, input_data is required. It is given as a JSON string along with the parameter, while the Attributes and their values are sent along with the input data. On the other hand, the Response is exposed as JSON.

Input Data

Format


{
    <entity> :   
      
    {
          Entity Attributes and values
    },
   "list_info": {
           Attributes and values for List view kind of navigation
            "fields_required" : [ "list of fields required" ] 
    }    
}

All the APIs can accept a parameter named “input_data”. The General structure of Input Data can be as follows :

List Info

Format

list_info :
{
   row_count         : number of rows to be returned
   start_index        : starting row index
   sort_field           : "fieldName"
   sort_order          : “asc/desc”,
   search_fields     : { "field1" : "value", "field2" : value }, //  logical "and" operator will be applied for all the fields          
   get_total_count   : boolean (by default it will be false)
   has_more_rows   : boolean (will be returned with the response)
   total_count          : count (will be returned with the response only)
   search_criteria    :  Refer criteria object (For performing advanced search)
   filter_by              :  Predefined Filter name (e.g., My_Open, My_Unassigned, etc.,)

}

For navigating and getting data, list_info can be provided with input_data

start_index
Use this to get a list of tasks starting from this index.
e.g: 6
row_count
Use this to mention the number of rows that needs to be returned.
e.g: 15
search_fields
The column name and value to be searched for in the format of a json object.
e.g {“subject”:“Change like this”,“priority.name”:“High”}
sort_field
The column name for the sorting functionality
e.g: status
sort_order
The sorting order, either ascending or descending.
e.g: asc or desc
filter
Denotes the filter name “.
e.g: {"name”:“My_Open”}
has_more_rows
Indicates whether there are more rows or not.
e.g: true, false
get_total_count
Indicates whether to get the total count of data or not.
e.g: true, false
total_count
Contains the total count of the data based on the “get_total_count” variable.
e.g: true, false
fields_required
Columns that need to be displayed in the output. JSON array must be given as input
e.g: “["level”,“priority”]“
search_criteria
For performing advanced search. Single criteria can be provided in a JSON Object.

Authentication

Authtoken

It is used for authentication purpose. Every user with login permission can generate a Authtoken with/without expiry date. A Technician with ‘SDAdmin’ role can generate the Key for other Technicians as well. It is through this KEY, a Technician is identified and operations are performed, based on the role provided to that technician. This key can be sent as a URL parameter or Request Header. If the login credentials of the Technician are disabled, the correspoding key will be deleted.

Generate API key

Go to 'Admin -> Technicians’. To generate API key for an existing technician, click the Edit icon beside that Technician. To generate the API key for a new technician, click the Add New Technician link, enter the Technician details and provide login permission. Click Generate link under the API key details block. Select a time frame for the key to expire using the Calendar icon, or simply retain the same key perpetually. If a key is already generated for the Technician, a Re-generate link appears. A time frame for the key is selected, within which the key expires. [The time frame shows the date, month, year and time (in hours and minutes)] Other Authentication:

If the user is logged in, then Authtoken is not needed.Instead the login user credentials are taken to perform the required operations.

STATUS CODES

Status codes are used to indicate success or failure of an API call. In general, status codes starts with 2 mean success, 4 mean there was an error in the provided information, and those with 5 indicate server side errors. Commonly used HTTP status codes are listed below.

Status Code Description
200 Success
400 Bad Request
401 Unauthorized (Invalid Credentials)
403 Invalid role
404 Not found
429 Too many requests
500 Internal error

Common Error codes

There are 2 things that we need to handle in error case.One for human and the other for api consumer (machine) to interpret and take appropriate actions. For human, a proper readable error message can be returned. For machine, based on status code and "fields” that cause the error, it can highlight appropriate things in UI or take some other action.

Error scenario Code Http Status code Example response (content of response_status object)
Forbidden / User not allowed to perform the operation 4002 403 {status :“failed”,messages :[{type :“failed”,message :“You are not allowed to perform this operation”,status_code : 4002,}]}
Invalid URL or Resource not founde.g., /requests/10 and if the request with id 10 not found 4007 404 {status:“failed”,messages:[{type:“failed”,message:“Incorrect API URL. Request with ID 10 not found”,status_code:4007,}]}
Internal Error (Exact error cannot be sent to user, like some Exception) 4004 500 {status:“failed”,messages:[{type:“failed”,message:“Internal Error”,status_code:4004,}]}
API Rate Limit reached 4015 429 {status:“failed”,messages:[{type:“failed”,message:“API Rate Limit reached”,status_code:4015,}]}
Not Unique 4008 400 {status:“failed”,messages:[{type:“failed”,message:“Name already exists”,status_code:4008,“field”:“name”}]}
Trying to edit read-only field 4014 400 {status:“failed”,messages:[{type:“failed”,message:“Read-only field cannot be edited”,status_code:4014,“field”:“created_time”}]}
Trying to edit non-editable field(value for certain fields can be given during add but cannot be edited e.g., status in_progress) 4009 400 {status:“failed”,messages:[{type:“failed”,message:“Non-editable field cannot be edited”,status_code:4009,“field”:“in_progress”}]}
Value for mandatory-field is not provided 4012 400 {status:“failed”,messages:[{type:“failed”,message:“Value for Name is mandatory”,status_code:4012,“field”:“name”}]}}
Trying to move a request to trash which has already been trashed. 4016 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:4016,“type”:“failed”}]}}
Reference Exists. (Cannot delete an entity, because it is being used in another module) 4005 400 {status:“failed”,messages:[{type:“failed”,message:“Cannot delete because it is being used in another module”,status_code:4005,}]}
Id or Name given in Input does not exist or not in use or user cannot set the value 4001 400 {status:“failed”,messages:[{type:“failed”,message:“Status does not exist”,status_code:4001,“field”:“status”}]}
Not allowed as per current license 7001 400 {status:“failed”,messages:[{type:“failed”,message:“You cannot perform this operation with current license”,status_code:7001,}]}

Data type mismatch(e.g., float value given for an int field, etc.,)

Request Error Codes

The following table captures some of the common request error codes.

Error scenario Code Http Status code Example response (content of response_status object)
Operation Aborted/Negated by the system. 4510 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:4510,“message”:“Operation denied by system. Reason : This user cannot edit this request”,“type”:“failed”}]}}
Maximum length exceeded. 10001 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:10001,“type”:“failed”}]}}
User does not have the Advanced Permission to perform the operation. 10002 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:10002,“type”:“failed”}]}}
Site Group Technician validations failed. 10003 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:10003,“type”:“failed”}]}}
Category Subcategory Item validations failed. 10004 400 {“response_status”:{“status_code”:4000,“status”:“failed”,“messages”:[{“status_code”:10004,“type”:“failed”}]}}

Bulk Api error response example

response_statuses : [
{
    "id" : 1,
    "status": "failed",
    "messages": [
      {
           "type": "failed",
           "status_code": 4001,
            "message" :"Status does not exist", 
           "field": "status"
      }
   ]
},
 {
    "id" : 2,
    "status": "success",
    "messages": [
      {
           "type": "success",
            "message" :"Request updated successfully", 
      }
    ]
  }
]

Request

Request

End user can raise a request when he find disruption of existing service offered to him or he can raise a request for a new service.

Attributes

All Attributes
id
Number(Read-Only)
Id of this request
display_id
Number(Read-Only)
Display id of this request
subject
Subject of this request
description
Description of this request
short_description
A short description of this request
request_type
Type of this request
impact
Impact of this request
impact_details
Description about the impact of this request
status
Indicates the current status of this request
mode
The mode in which this request is created.
Ex :- {“id”: “1101”, “name”: “E-mail”}
Level
Level of the request
urgency
Urgency of the request
priority
Priority of the request
service_category
Service category to which this request belongs
requester
Indicates the requester of this request
department
Object(Read-Only)
Department to which this requester belongs
assets
Array of asset objects associated to this request.
deleted_assets
Array of deleted asset names associated to this request.
deleted_on
Indicates the time at which this request is deleted
deleted_by
Indicates the user who deleted the request
site
Denotes the site to which this request belongs
group
Group to which this request belongs
technician
Technician assigned to this request
category
Category to which this request belongs
subcategory
Subcategory to which this request belongs
item
Item of this request
on_behalf_of
Requests created on behalf of an another user
service_approvers
Array of user objects containing the approver(s) for this request
sla
Object(Read-Only)
SLA details associated with this request
service_cost
Number(Read-Only)
Cost involved in the service other than resources.
total_cost
Number(Read-Only)
Service cost plus the selected resource cost.
template
Indicates the template which is used to create this request
request_template_task_ids
Array of template tasks id objects which are associated to this request
my_draft
Object(Read-Only)
Contains trimmed draft data of the request saved by the logged in user
created_by
Object(Read-Only)
Indicates the requester who created this request
editor
User having intermediate editing role for this request
email_ids_to_notify
Array of Email ids, which needs to be notified about the happenings of this request
email_to
Array(Read-Only)
List of email addresses(to addresses) which received the request through e-mail
email_cc
Array(Read-Only)
List of e-mail addresses(cc addresses) which received the request through e-mail.
update_reason
The reason for updating this request
status_change_comments
Comments added while changing the request’s status
time_elapsed
Number(Read-Only)
Indicates the time spent on this request
approval_status
String(Read-Only)
Denotes the approval status of this request.(Approved/Pending Approval/Rejected)
notification_status
String(Read-Only)
Shows the current status of request’s replies, whether last one from requester or technician.
Example :- “requester_reply”
my_task_pending_count
Number(Read-Only)
Count of pending tasks related to this request assigned to the logged in user
task_pending_count
Number(Read-Only)
Count of pending tasks related to this request
task_completed_count
Number(Read-Only)
Count of completed tasks related to this request
my_task_completed_count
Number(Read-Only)
Count of completed tasks related to this request assigned to logged in user
worklog_timer_count
Number(Read-Only)
Count of worklog timers associated to this request
linked_requests_count
Number(Read-Only)
Count of requests linked to this request
attachment_count
Number(Read-Only)
Count of attachments attached to this request
unreplied_count
Number(Read-Only)
Count of mails related to this request which are not responded from the technician’s side
purchase_order_count
Number(Read-Only)
Count of purchase orders associated to this request
reminder_count
Number(Read-Only)
Count of reminders associated to this request for the logged in user
created_time
Indicates the time at which this request is created
due_by_time
Indicates the time at which this request is scheduled to be completed
first_response_due_by_time
Indicates the time at which the first response for this request is scheduled
completed_time
Date Object(Read-Only)
Indicates the time at which this request is completed
resolved_time
Date Object(Read-Only)
Indicates the time at which this request is resolved
responded_time
Date Object(Read-Only)
Indicates the time at which this request is responded
assigned_time
Date Object(Read-Only)
Indicates the time at which this request is assigned to a technician
last_updated_time
Date Object(Read-Only)
Indicates the time when this request is last updated
project
Associated project details. Can be updated via associate/dissociate project operations only
request_initiated_change
Associated change details. Can be updated via associate/dissociate change operations only
request_caused_by_change
Object(Not Implemented)
Associated change details. Can be updated via associate/dissociate change operations only
problem
Associated problem details. Can be updated via associate/dissociate problem operations only
purchase_orders
Associated purchase orders details. Can be updated via associate/dissociate purchase orders operations only
parent_request_ids
Holds array of request ids, which are parents to this request. Use add parent operation for adding dependencies.
child_request_ids
Holds array of request ids, which are children to this request. Use add parent operation for adding dependencies.
is_last_child
Boolean(Read-Only)
Boolean value indicating whether this request is the last child of a dependency group
has_request_initiated_change
Boolean(Read-Only)
Boolean value indicating whether this request is associated to a change or not
has_request_caused_by_change
Boolean(Read-Only)
Boolean value indicating whether this request is caused by a change or not
has_project
Boolean(Read-Only)
Boolean value indicating whether this request is associated to a project or not
has_problem
Boolean(Read-Only)
Boolean value indicating whether this request is associated to a problem or not
has_purchase_orders
Boolean(Read-Only)
Boolean value indicating whether this request is associated to Purchase Order(s)
has_draft
Boolean(Read-Only)
Boolean value indicating whether this request has drafts or not
is_reopened
Boolean(Read-Only)
Boolean value indicating whether this request is reopened or not
has_dependency
Boolean(Read-Only)
Boolean value indicating whether this request has a dependency or not
is_fcr
Boolean value indicating if the request has been marked as First Call Resolution
has_linked_requests
Boolean(Read-Only)
Boolean value indicating whether this request has any linked requests or not
has_attachments
Boolean(Read-Only)
Boolean value indicating whether this request has any attachments or not
has_notes
Boolean(Read-Only)
Boolean value indicating whether this request has any notes or not
is_trashed
Boolean(Read-Only)
Boolean value indicating whether this request is in trash
is_service_request
Boolean(Read-Only)
Boolean value indicating whether this request is a service request or not
is_overdue
Boolean(Read-Only)
Boolean value indicating whether this request is overdue
is_read
Boolean(Read-Only)
Boolean value indicating whether this request’s replies are read or not
is_first_response_overdue
Boolean(Read-Only)
Boolean value indicating whether this request is in overdue to make first response
has_my_worklog_timer
Boolean(Read-Only)
Boolean value indicating if the request has a worklog timer for the logged user
is_editing_completed
Boolean(Read-Only)
Boolean value indicating if the configured editor has already completed his editing.
attachments
Attached file list to this request
resources
Holds the resource data mapped to the request. Data sample :- “resources”:{“res_301”:{“qstn_simple_309”:{“name”:“Yes”, “cost”:“100.00”},“qstn_select_310”:{“id”:“305”,“name”:“Microsoft Office Enterprise 2007”,“cost”:“350.00”},“qstn_check_307”:[{“id”:“301”,“name”:“access point 1”},{“id”:“302”,“name”:“access point 2”}],“qstn_select_2”:{“name”:“Mac OSX”},“qstn_text_308”:{“value”:“MacBook Air”},“qstn_text_312”:null,“qstn_simple_301”:null,“qstn_check_6”:[],“qstn_select_302”:null}}
udf_fields
Holds udf fields’ values associated with the request. Data sample :- “udf_fields”:{“udf_date_601”:{“display_value”:“Mar 9, 2017 04:36 PM”,“value”:“1489057560000”},“udf_pick_20”:“Admin”,“udf_mline_314”:“USA”,“udf_pick_44”:“Heather Graham”,“udf_long_367”:“123654789”,“udf_sline_25”:“5 th floor”,“udf_sline_26”:“6th floor”,“udf_decimal_42”:“124.00”}
requester_reply_count
Number(Read-Only) (Not Implemented)
Denotes number of replies sent by the requester for this request
technician_reply_count
Number(Read-Only) (Not Implemented)
Denotes the number of replies sent by the technician for this request
note_count
Number(Read-Only) (Not Implemented)
Denotes the number of notes added to this request
conversation_count
Number(Read-Only) (Not Implemented)
Denotes the number of conversations on this request
approval_completed_count
Number(Read-Only) (Not Implemented)
Denotes the number of approvals completed for this request
approval_pending_count
Number(Read-Only) (Not Implemented)
Denotes the number of pending approvals for this request
resolution
Resolution given for the request will be captured.
content
Resolution content provided by the technician to resolve this request.
submitted_on
Number(Read-Only)
Denotes the submitted time of the resolution
submitted_by
Number(Read-Only)
Denotes the technician who provided the resolution.
add_to_linked_requests
Boolean value indicating whether to add resolution content to the linked requests
closure_info
Information like closure_code, comments while closing request is captured under this subsection
closure_code
Denotes the closure code info of the Request
requester_ack_resolution
Denotes if the requester has acknowledged the resolution he/she has been given.
requester_ack_comments
Comments from the requester in regards to the resolution he/she has been given
closure_comments
Comments for closing the request
onhold_scheduler
Onhold scheduler details
scheduled_time
Denotes the scheduled time for the onhold scheduler to change the Request’s status
comments
Comments for the onhold schedule
holded_by
Number(Read-Only)
User object of the user who put the request onhold
change_to_status
Status object to which the request is scheduled to move to, after the onhold scheduler is completed.
linked_to_request
Contains linked to request details
request
Request object containing minimal request data
comments
Comments added for linking requests

Add Request

POST /api/v3/requests

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request": {
        "subject": "Unable to fetch mails",
        "description": "I am unable to fetch mails from the mail server",
        "requester": {
            "id": "4",
            "name": "administrator"
        },
        "impact_details": "Routine tasks are pending due to mail server problem",
        "resolution": {
            "content": "Mail Fetching Server problem has been fixed"
        },
        "status": {
            "name": "Open"
        }
    }
}'

Response Example

{
    "request": {
        "is_first_response_overdue": false,
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "I am unable to fetch mails from the mail server",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Closed"
        },
        "approval_status": null,
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "is_trashed": false,
        "request_template_task_ids": [],
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "2086"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126045447"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "subject": "Unable to fetch mails",
        "department": null,
        "udf_fields": {
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_sline_26": "6th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": null,
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "120",
        "resolved_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126047225"
        },
        "responded_time": null,
        "attachments": [],
        "completed_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126047225"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": false,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": null,
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126045139"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation helps you to add new requests.

Show All Attributes

Update Request

PUT /api/v3/requests/{request_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request": {
        "subject": "Please hold off the issuance of macbook as the employee will be joining late",
        "description": "Hold off issuance of macbook",
        "impact_details": "Routine tasks are pending due to mail server problem",
        "resolution": {
            "content": "Mail Fetching Server problem has been fixed"
        },
        "status": {
            "name": "Open"
        }
    }
}'

Response Example

{
    "request": {
        "is_first_response_overdue": false,
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "Hold off issuance of macbook",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "is_editing_completed": true,
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Onhold"
        },
        "approval_status": {
            "id": "1",
            "name": "Pending Approval"
        },
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "is_trashed": false,
        "request_template_task_ids": [],
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "960"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406493"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "department": null,
        "subject": "Please hold off the issuance of macbook as the employee will be joining late",
        "udf_fields": {
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_sline_26": "6th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": {
            "content": "Mail Fetching Server problem has been fixed",
            "submitted_by": {
                "id": "4",
                "name": "administrator",
                "email_id": null
            },
            "submitted_on": {
                "display_value": "Mar 10, 2017 12:11 PM",
                "value": "1489128104538"
            }
        },
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "115",
        "resolved_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "responded_time": null,
        "attachments": [
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/xml",
                "id": "602",
                "name": "requests.xml",
                "content_url": "/api/v3/requests/115/attachments/602/download",
                "size": {
                    "display_value": "12.48KB",
                    "value": 12780
                }
            },
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "text/plain",
                "id": "901",
                "name": "_View all requests.md",
                "content_url": "/api/v3/requests/115/attachments/901/download",
                "size": {
                    "display_value": "13.06KB",
                    "value": 13383
                }
            }
        ],
        "completed_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": true,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": {
            "display_value": "Mar 10, 2017 12:40 PM",
            "value": "1489129838452"
        },
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406368"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation helps you to update the request by using the unique request_id

Show All Attributes

View Request

GET /api/v3/requests/{request_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "request": {
        "is_first_response_overdue": false,
        "resources": {
            "res_304": {
                "qstn_simple_309": {
                    "name": "Yes"
                },
                "qstn_text_312": null,
                "qstn_select_310": {
                    "id": "305",
                    "name": "Microsoft Office Enterprise 2007"
                },
                "qstn_check_311": []
            },
            "res_303": {
                "qstn_check_6": [],
                "qstn_select_302": null,
                "qstn_check_307": [
                    {
                        "id": "301",
                        "name": "access point 1"
                    },
                    {
                        "id": "302",
                        "name": "access point 2"
                    }
                ],
                "qstn_select_2": {
                    "name": "Mac OSX"
                },
                "qstn_text_308": {
                    "value": "59871465"
                },
                "qstn_simple_301": null
            }
        },
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "Please provide the services required for our new employee",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "is_editing_completed": true,
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Closed"
        },
        "approval_status": {
            "id": "1",
            "name": "Pending Approval"
        },
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "is_trashed": false,
        "request_template_task_ids": [],
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "960"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406493"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "department": null,
        "subject": "Please provide the services required for our new employee",
        "udf_fields": {
            "udf_multiselect_34": [
                "Note",
                "Pen"
            ],
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": {
            "content": "Check with the IT team to provide the required assets for the new joinee. <div><br /></div><div>Check with the HR team to provide credentials for the new joinee. </div>",
            "submitted_by": {
                "id": "4",
                "name": "administrator",
                "email_id": null
            },
            "submitted_on": {
                "display_value": "Mar 10, 2017 12:11 PM",
                "value": "1489128104538"
            }
        },
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "115",
        "resolved_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "responded_time": null,
        "attachments": [
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/xml",
                "id": "602",
                "name": "requests.xml",
                "content_url": "/api/v3/requests/115/attachments/602/download",
                "size": {
                    "display_value": "12.48KB",
                    "value": 12780
                }
            },
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "text/plain",
                "id": "901",
                "name": "_View all requests.md",
                "content_url": "/api/v3/requests/115/attachments/901/download",
                "size": {
                    "display_value": "13.06KB",
                    "value": 13383
                }
            }
        ],
        "completed_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": true,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": {
            "display_value": "Mar 10, 2017 12:11 PM",
            "value": "1489128104849"
        },
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406368"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        },
        "has_project": false,
        "has_problem": false,
        "has_request_initiated_change": false,
        "has_request_caused_by_change": false,
        "has_draft": false,
        "has_linked_requests": false,
        "has_dependency": false,
        "linked_to_request": false
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation helps you to view the request details by the unique request id.

Show All Attributes

View all Requests

GET /api/v3/requests

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "row_count": 20,
        "start_index": 1,
        "sort_field": "subject",
        "sort_order": "asc",
        "get_total_count": true,
        "search_fields": {
            "subject": "New hire",
            "priority.name": "high"
        },
        "filter_by": {
            "name": "Open_System"
        }
    }
}'

Response Example

{
    "requests": [
        {
            "id": 1,
            "subject": "laptopfornewhire",
            "short_description": "NeednewLapTop",
            "created_time": {
                "value": 1482151699905,
                "display_value": "Dec19,201612:48PM"
            },
            "created_by": {
                "id": 3,
                "email_id": "admin@test.com",
                "name": "administrator"
            },
            "due_by_time": {
                "value": 1482208200805,
                "display_value": "Dec20,201610:49AM"
            },
            "is_service_request": false,
            "technician": {
                "id": 9,
                "name": "JenifferDoe"
            },
            "requester": {
                "is_vipuser": false,
                "id": 4,
                "name": "Guest"
            },
            "is_overdue": false
        },
        {
            "id": 2,
            "subject": "newhire",
            "short_description": "Needlaptopdock",
            "created_time": {
                "value": 1482151699905,
                "display_value": "Dec19,201612:48PM"
            },
            "created_by": {
                "id": 3,
                "email_id": "admin1@test.com",
                "name": "administrator"
            },
            "due_by_time": {
                "value": 1482208200905,
                "display_value": "Dec20,2016"
            },
            "is_service_request": false,
            "technician": {
                "id": 9,
                "name": "JenifferDoe"
            },
            "requester": {
                "is_vipuser": false,
                "id": 4,
                "name": "Guest"
            },
            "is_overdue": false
        }
    ],
    "response_status": {
        "status": "success",
        "messages": [
            {
                "type": "success",
                "message": "Successfullyfetched.",
                "status_code": "10000"
            }
        ]
    },
    "list_info": {
        "row_count": 20,
        "start_index": 1,
        "sort_field": "subject",
        "sort_order": "asc",
        "get_total_count": true,
        "search_fields": {
            "subject": "newhire"
        },
        "has_more_rows": "false",
        "filter_by": {
            "name": "Open_System"
        }
    }
}

This operation lets you to view the details of all the requests.

Show All Attributes

    

Show List Info Parameters

    

Show Input Data Parameters

Close request

PUT /api/v3/requests/{request-id}/close

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request-id}/close \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request": {
        "closure_info": {
            "requester_ack_resolution": true,
            "requester_ack_comments": "Mail fetching is up and running now",
            "closure_comments": "Reset the pasword solved the issue",
            "closure_code": {
                "name": "success"
            }
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 4000,
        "status": "failed",
        "messages": [
            {
                "status_code": 4003,
                "message": "Request cannot be completed. Please fill the closure mandatory fields",
                "type": "failed",
                "fields": [
                    "tasks",
                    "udf_decimal_41",
                    "mode",
                    "level",
                    "technician",
                    "resolution",
                    "worklog"
                ]
            }
        ]
    }
}

This operation allows you to close a single or multiple requests.

Show All Attributes

Pickup Request

PUT /api/v3/requests/{request_id}/pickup

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/pickup \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success",
        "messages": [
            {
                "status_code": 2000,
                "message": "Request(s) picked up successfully.",
                "type": "success"
            }
        ]
    }
}

This operation allows you to pickup request on your name as a technician

Show All Attributes

Assign request

PUT /api/v3/requests/{request_id}/assign

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/assign \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request": {
        "group": {
            "name": "Hardware Problems"
        },
        "technician": {
            "name": "heather Graham"
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success",
        "messages": [
            {
                "status_code": 2000,
                "message": "Assigned successfully.",
                "type": "success"
            }
        ]
    }
}

This Operation allows you to assign a request to a technician

Show All Attributes

Get Resolution

GET /api/v3/requests/{request_id}/resolutions

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/resolutions \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "resolution": {
        "content": "Restart the server, reset the port solved the problem",
        "submitted_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "submitted_on": {
            "display_value": "Oct 4, 2017 12:21 AM",
            "value": "1507056660521"
        },
        "resolution_attachments": [
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/x-ooxml",
                "id": "2102",
                "name": "troubleshooting_guideline1.docx",
                "content_url": "/api/v3/requests/115/resolution_attachments/2102/download",
                "size": {
                    "display_value": "13.06KB",
                    "value": 13383
                }
            },
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/x-msoffice",
                "id": "2101",
                "name": "troubleshooting_guideline1.doc",
                "content_url": "/api/v3/requests/115/resolution_attachments/2101/download",
                "size": {
                    "display_value": "17.07KB",
                    "value": 17480
                }
            }
        ]
    }
}

This Operation allows you to get a resolution of the request.

Show All Attributes

Add Resolution

POST /api/v3/requests/{request_id}/resolutions

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/resolutions \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "resolution": {
        "content": "sample resolution"
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success",
        "messages": [
            {
                "status_code": 2000,
                "message": "Resolution added successfully.",
                "type": "success"
            }
        ]
    }
}

This Operation allows you to add/update a resolution of the request.

Show All Attributes

Get Request Summary

GET /api/v3/requests/{request_id}/summary

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/summary \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "request_summary": {
        "task_completed_count": 5,
        "task_total_count": 1,
        "dependency_count": 0,
        "note_count": 3,
        "link_request_count": 0
    }
}

This Operation allows you to get the summary of a request.

Show All Attributes

Associate Problem

POST /api/v3/requests/{request_id}/problem

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/problem \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_problem_association": {
        "problem": {
            "id": "1"
        }
    }
}'

Response Example

{
    "request_problem_association": {
        "request": {
            "id": 1
        },
        "problem": {
            "id": 1
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you attach a Problem to a Incident Request

Show All Attributes

Get associated problem

GET /api/v3/requests/{request_id}/problem

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/problem \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "problem": [
        {
            "problem": {
                "id": "1",
                "title": "Problem title"
            }
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "row_count": 1
    }
}

This Operation allows you to get the associated Problem of a incident request.

Show All Attributes

Dissociate Problem

DELETE /api/v3/requests/{request_id}/problem

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/problem \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_problem_association": {
        "problem": {
            "id": "1"
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you detach(already attached) Problem from a Incident Request

Show All Attributes

Associate Project

POST /api/v3/requests/{request_id}/project

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/project \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_project_association": {
        "project": {
            "id": "1"
        }
    }
}'

Response Example

{
    "request_project_association": {
        "request": {
            "id": 1
        },
        "project": {
            "id": 1
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you attach a Project to a Request

Show All Attributes

Get associated project

GET /api/v3/requests/{request_id}/project

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/project \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "project": [
        {
            "project": {
                "id": "1",
                "title": "Project title"
            }
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "row_count": 1
    }
}

This Operation allows you to get the associated Project of a request.

Show All Attributes

Dissociate Project

DELETE /api/v3/requests/{request_id}/project

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/project \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_project_association": {
        "project": {
            "id": "1"
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you detach(already attached) Project from a Request

Show All Attributes

Associate request initiated change

POST /api/v3/requests/{request_id}/request_initiated_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_initiated_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_initiated_change": {
        "change": {
            "id": "1"
        }
    }
}'

Response Example

{
    "request_initiated_change": {
        "request": {
            "id": 1
        },
        "change": {
            "id": 1
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you attach a request initiated change to a Request

Show All Attributes

Get associated request initiated change

GET /api/v3/requests/{request_id}/request_initiated_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_initiated_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "change": [
        {
            "change": {
                "id": "1",
                "title": "Change title"
            }
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "row_count": 1
    }
}

This Operation allows you to get the associated request initiated change of a request.

Show All Attributes

Dissociate request initiated change

DELETE /api/v3/requests/{request_id}/request_initiated_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_initiated_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_initiated_change": {
        "change": {
            "id": "1"
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you detach(already attached) request initiated change from a Request

Show All Attributes

Associate request caused by change

POST /api/v3/requests/{request_id}/request_caused_by_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_caused_by_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_caused_by_change": {
        "change": {
            "id": "1"
        }
    }
}'

Response Example

{
    "request_caused_by_change": {
        "request": {
            "id": 1
        },
        "change": {
            "id": 1
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you attach a Change to a Request

Show All Attributes

Get associated request caused by change

GET /api/v3/requests/{request_id}/request_caused_by_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_caused_by_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "change": [
        {
            "change": {
                "id": "1",
                "title": "Change title"
            }
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": false,
        "row_count": 1
    }
}

This Operation allows you to get the associated Change of a request.

Show All Attributes

Dissociate request caused by change

DELETE /api/v3/requests/{request_id}/request_caused_by_change

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/request_caused_by_change \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "request_caused_by_change": {
        "change": {
            "id": "1"
        }
    }
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you detach(already attached) request caused by change from a Request

Show All Attributes

Delete request

DELETE /api/v3/requests/{request_id}/move_to_trash

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/move_to_trash \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "request": {
        "is_trashed": true,
        "is_first_response_overdue": false,
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "Hold off issuance of macbook",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "is_editing_completed": true,
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Onhold"
        },
        "approval_status": {
            "id": "1",
            "name": "Pending Approval"
        },
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "960"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406493"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "department": null,
        "subject": "Please hold off the issuance of macbook as the employee will be joining late",
        "udf_fields": {
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_sline_26": "6th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": {
            "content": "Mail Fetching Server problem has been fixed",
            "submitted_by": {
                "id": "4",
                "name": "administrator",
                "email_id": null
            },
            "submitted_on": {
                "display_value": "Mar 10, 2017 12:11 PM",
                "value": "1489128104538"
            }
        },
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "115",
        "resolved_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "responded_time": null,
        "attachments": [
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/xml",
                "id": "602",
                "name": "requests.xml",
                "content_url": "/api/v3/requests/115/attachments/602/download",
                "size": {
                    "display_value": "12.48KB",
                    "value": 12780
                }
            },
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "text/plain",
                "id": "901",
                "name": "_View all requests.md",
                "content_url": "/api/v3/requests/115/attachments/901/download",
                "size": {
                    "display_value": "13.06KB",
                    "value": 13383
                }
            }
        ],
        "completed_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": true,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": {
            "display_value": "Mar 10, 2017 12:40 PM",
            "value": "1489129838452"
        },
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406368"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you delete(move to trash) request

Show All Attributes

Delete request from Trash

DELETE /api/v3/requests/{request_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Operation to delete the request permenantly(from the trash)

Show All Attributes

Restore Request from Trash

PUT /api/v3/requests/{request_id}/restore_from_trash

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/restore_from_trash \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "request": {
        "is_trashed": false,
        "is_first_response_overdue": false,
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "Hold off issuance of macbook",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "is_editing_completed": true,
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Onhold"
        },
        "approval_status": {
            "id": "1",
            "name": "Pending Approval"
        },
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "960"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406493"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "department": null,
        "subject": "Please hold off the issuance of macbook as the employee will be joining late",
        "udf_fields": {
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_sline_26": "6th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": {
            "content": "Mail Fetching Server problem has been fixed",
            "submitted_by": {
                "id": "4",
                "name": "administrator",
                "email_id": null
            },
            "submitted_on": {
                "display_value": "Mar 10, 2017 12:11 PM",
                "value": "1489128104538"
            }
        },
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "115",
        "resolved_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "responded_time": null,
        "attachments": [
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "application/xml",
                "id": "602",
                "name": "requests.xml",
                "content_url": "/api/v3/requests/115/attachments/602/download",
                "size": {
                    "display_value": "12.48KB",
                    "value": 12780
                }
            },
            {
                "module": "request",
                "authentication_id": "1",
                "content_type": "text/plain",
                "id": "901",
                "name": "_View all requests.md",
                "content_url": "/api/v3/requests/115/attachments/901/download",
                "size": {
                    "display_value": "13.06KB",
                    "value": 13383
                }
            }
        ],
        "completed_time": {
            "display_value": "Mar 8, 2017 04:46 PM",
            "value": "1488971786156"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": true,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": {
            "display_value": "Mar 10, 2017 12:40 PM",
            "value": "1489129838452"
        },
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 8, 2017 04:40 PM",
            "value": "1488971406368"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you restore request from trash

Show All Attributes

Add tags in request

PUT /api/v3/requests/{request_id}/tag

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/tag \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "tags": [
        {
            "id": "1"
        },
        {
            "name": "Test Tag"
        }
    ]
}'

Response Example

{
    "response_status": [
        {
            "status_code": 2000,
            "messages": [
                {
                    "status_code": 2000,
                    "type": "success",
                    "message": "Request tags are associated successfully"
                }
            ],
            "status": "success"
        }
    ],
    "tags": [
        {
            "name": "Android",
            "id": "2"
        }
    ]
}

This operation using to associate tags to request

Show All Attributes

Link can be made between the similar requests

Attributes

POST /api/v3/requests/{request_id}/link_requests

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/link_requests \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "link_requests": [
        {
            "linked_request": {
                "id": "1"
            },
            "comments": "Same incident"
        },
        {
            "linked_request": {
                "id": "2"
            },
            "comments": "Same incident"
        }
    ]
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success",
        "messages": [
            {
                "status_code": 2000,
                "message": "Request successfully linked",
                "type": "success"
            }
        ]
    }
}

This operation lets you create a link between requests

Show All Attributes

DELETE /api/v3/requests/{request_id}/link_requests

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/link_requests \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "link_requests": [
        {
            "linked_request": {
                "id": "1"
            }
        }
    ]
}'

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success",
        "messages": [
            {
                "status_code": 2000,
                "message": "The request[s] link are removed successfully.",
                "type": "success"
            }
        ]
    }
}

This operation lets you delete the links(that has already been created) between requests. Multiple links can be deleted at once.

Show All Attributes

GET /api/v3/requests/{request_id}/link_requests

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/link_requests \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "link_requests": [
        {
            "linked_request": {
                "subject": "Printer problem",
                "id": "1"
            },
            "comments": "Same incident"
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ]
}

To get all the Linked Requests under a request.

Show All Attributes

Request_Notes

Used to provide the comments about the latest state of the incident /service request by technician. It can be private / shared to the requester also.

Attributes

All Attributes
id
Number(Read-Only)
Id of the note
description
Text(content) to be entered as note
added_time
Date Object(Read-Only)
Created time of note
added_by
Object(Read-Only)
Created user details
last_updated_time
Date Object(Read-Only)
Updated time of note
last_updated_by
Object(Read-Only)
Updated user details
show_to_requester
Used to represent whether the note is shown to all
mark_first_response
Boolean used to set whether note can be marked as first response. This can be set only when, there is no response added for the request, before adding this note.
add_to_linked_requests
Boolean used for decide, whether we have to add this notes for linked requests too. This can be set only the time of adding note.
request
Note associated request details.

Add Note

POST /api/v3/requests/{request_id}/notes

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/notes \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "note": {
        "description": "Need more info on this topic. Please contact me.",
        "show_to_requester": true,
        "mark_first_response": false,
        "add_to_linked_requests": true
    }
}'

Response Example

{
    "response_status": {
        "status": "success",
        "statuscode": "2000"
    },
    "note": {
        "id": "1",
        "description": "Need more info on this topic. Please contact me.",
        "added_by": {
            "id": "4",
            "name": "administrator"
        },
        "show_to_requester": true,
        "request": {
            "id": "2"
        },
        "added_time": {
            "value": 1455520864880,
            "display_value": "Feb 15, 2016 12:51 PM"
        },
        "last_updated_by": {
            "id": "53",
            "name": "custom tech"
        },
        "last_updated_time": {
            "value": 1455590864880,
            "display_value": "Jan 23, 2018 12:51 PM"
        }
    }
}

This operations lets you add a note under a request

Show All Attributes

Update Note

PUT /api/v3/requests/{request_id}/notes/{note_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/notes/{note_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "note": {
        "description": "Need more info on this topic. Please contact me.",
        "show_to_requester": false
    }
}'

Response Example

{
    "response_status": {
        "status": "success",
        "status_code": 2000
    },
    "request_note": {
        "id": "1",
        "description": "Need more info on this topic. Please contact me.",
        "added_by": {
            "id": "4",
            "name": "administrator"
        },
        "show_to_requester": true,
        "request": {
            "id": "2"
        },
        "added_time": {
            "value": 1455520864880,
            "display_value": "Feb 15, 2016 12:51 PM"
        },
        "last_updated_by": {
            "id": "53",
            "name": "custom tech"
        },
        "last_updated_time": {
            "value": 1455590864880,
            "display_value": "Jan 23, 2018 12:51 PM"
        }
    }
}

This operation lets you update the details of a already existing note under a request

Show All Attributes

View Note

GET /api/v3/requests/{request_id}/notes/{note_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/notes/{note_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status": "success",
        "statuscode": "2000"
    },
    "note": {
        "id": "1",
        "description": "Need more info on this topic. Please contact me.",
        "added_by": {
            "id": "4",
            "name": "administrator"
        },
        "show_to_requester": true,
        "request": {
            "id": "2"
        },
        "added_time": {
            "value": 1455520864880,
            "display_value": "Feb 15, 2016 12:51 PM"
        },
        "last_updated_by": {
            "id": "53",
            "name": "custom tech"
        },
        "last_updated_time": {
            "value": 1455590864880,
            "display_value": "Jan 23, 2018 12:51 PM"
        }
    }
}

This operation lets you view the details of a single note under Request

Show All Attributes

Delete Note

DELETE /api/v3/requests/{request_id}/notes/{note_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/notes/{note_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status": "success",
        "statuscode": "2000"
    }
}

This operation lets you delete a single or multiple notes under a Request.

Show All Attributes

Request_Drafts


Attributes

All Attributes
id
Number(Read-Only)
Unique identifier of the draft
to
Array of email adsresses to be stored for the “to addresses” in the email draft.
cc
Array of email addresses to be stored for the “cc addresses” in the email draft.
subject
Subject content to be stored in the email draft.
description
Email description content to be stored in the draft.
last_edited_time
Date Object(Read-Only)
Shows the time when the draft is recently edited.
created_by
Object(Read-Only)
User object of who created the draft

Save as Draft

POST /api/v3/requests/{request_id}/drafts

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/drafts \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "draft": {
        "to": [
            "User2@zohocorp.com"
        ],
        "cc": [
            "User3@zohocorp.com"
        ],
        "subject": "Re: [Request ID :##26##] : Please provide me an account in our CRM system",
        "description": "<div>Dear Vivi,<br /></div><div><br /></div><div> Category : Operating System <br /></div><div><br /></div><div> Description : <br /></div><div><b>Please provide me an account in our CRM system</b><br /></div><div><br /></div><div><br /></div><div>Regards,<br /></div><div>System Admin Team<br /></div>"
    }
}'

Response Example

{
    "draft": {
        "id": "1",
        "to": [
            "User2@zohocorp.com"
        ],
        "cc": [
            "User3@zohocorp.com"
        ],
        "subject": "Re: [Request ID :##26##] : Please provide me an account in our CRM system",
        "description": "<div>Dear Vivi,<br /></div><div><br /></div><div> Category : Operating System <br /></div><div><br /></div><div> Description : <br /></div><div><b>Please provide me an account in our CRM system</b><br /></div><div><br /></div><div><br /></div><div>Regards,<br /></div><div>System Admin Team<br /></div>",
        "last_updated_time": {
            "value": "1486032424117",
            "display_value": "Feb 2, 2017 04:17 PM"
        },
        "created_by": {
            "id": "3",
            "name": "User1",
            "email_id": "User1@zohocorp.com",
            "sms_mail": null,
            "photo_url": "https://accounts.csez.zohocorpin.com/file?ID=1933117&t=user&fs=thumb"
        }
    },
    "response_status": {
        "status": "success",
        "status_code": 2000
    }
}

This operation lets you save a email notification content as draft in a request

Show All Attributes

Get Draft

GET /api/v3/requests/{request_id}/drafts/{draft-id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/drafts/{draft-id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "draft": {
        "id": "1",
        "to": [
            "User2@zohocorp.com"
        ],
        "cc": [
            "User3@zohocorp.com"
        ],
        "subject": "Re: [Request ID :##26##] : Please provide me an account in our CRM system",
        "description": "<div>Dear Vivi,<br /></div><div><br /></div><div> Category : Operating System <br /></div><div><br /></div><div> Description : <br /></div><div><b>Please provide me an account in our CRM system</b><br /></div><div><br /></div><div><br /></div><div>Regards,<br /></div><div>System Admin Team<br /></div>",
        "last_updated_time": {
            "value": "1486032424117",
            "display_value": "Feb 2, 2017 04:17 PM"
        },
        "created_by": {
            "id": "3",
            "name": "User1",
            "email_id": "User1@zohocorp.com",
            "sms_mail": null,
            "photo_url": "https://accounts.csez.zohocorpin.com/file?ID=1933117&t=user&fs=thumb"
        }
    },
    "response_status": {
        "status": "success",
        "status_code": 2000
    }
}

This operation lets you get the email content of the existing draft of a request

Show All Attributes

Get All Drafts

GET /api/v3/requests/{request-id}/drafts

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request-id}/drafts \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "drafts": [
        {
            "id": "1",
            "to": [
                "User2@zohocorp.com"
            ],
            "cc": [
                "User3@zohocorp.com"
            ],
            "subject": "Re: [Request ID :##26##] : Please provide me an account in our CRM system",
            "description": "<div>Dear Vivi,<br /></div><div><br /></div><div> Category : Operating System <br /></div><div><br /></div><div> Description : <br /></div><div><b>Please provide me an account in our CRM system</b><br /></div><div><br /></div><div><br /></div><div>Regards,<br /></div><div>System Admin Team<br /></div>",
            "last_updated_time": {
                "value": "1486032424117",
                "display_value": "Feb 2, 2017 04:17 PM"
            },
            "created_by": {
                "id": "3",
                "name": "User1",
                "email_id": "User1@zohocorp.com",
                "sms_mail": null,
                "photo_url": "https://accounts.csez.zohocorpin.com/file?ID=1933117&t=user&fs=thumb"
            }
        }
    ],
    "response_status": {
        "status": "success",
        "status_code": 2000
    }
}

This operation lets you get all the drafts present under a request

Show All Attributes

    

Show List Info Parameters

Delete Draft

DELETE /api/v3/requests/{request_id}/drafts/{draft-id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requests/{request_id}/drafts/{draft-id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

This operation lets you delete the draft of a request

Show All Attributes

Request_Templates


Attributes

All Attributes
id
Number(Read-Only)
Request template’s ID
name
Request template name
description
Description about the Request Template
is_service_template
Denotes whether the request template is service template. If not, it will be taken as incident template
is_cost_enabled
Denotes whether the service template cost is enabled.
service_category
Service category to which the service/incident template belongs to
crated_by
Object(Read-Only)
Holds the template maker details.
created_time
Date Object(Read-Only)
Holds template’s creation time.
is_default_template
Boolean(Read-Only)
Denotes whether the request template is marked as default template
inactive
Boolean(Read-Only)
Inactivate a template to restrict its further usage. Deleting a template that’s currently being used by a request will mark it as inactive.
is_enabled
Denotes whether a service template is enabled
has_fafr
Boolean(Read-Only)
Denotes whether a request template is configured with field and form rules
show_to_requester
Denotes whether to show the template to requesters
user_groups
If the show_to_requester boolean value is true and this attribute has some user_groups configured, then requesters under the configured user_groups can view the request template.
support_groups
Holds the list of configured technician support groups
sla
Service Level Agreement (SLA) configured for the service template. Value for this attribute will be null in case of incident template.
task_configuration
Holds tasks configurations for the template
trigger_after_creation
Denotes whether tasks need to be triggered when a request is created
trigger_after_approved
Denotes whether tasks need to be triggered after request approval
trigger_manually
Denotes whether tasks need to be triggered manually
cost_details
Holds information on service cost and cost comments.
service_cost
Cost involved in the service other than resources.
cost_comments
Extra information on the service cost.
approval_configuration
Holds approval configuration of the request template
approval_notification_on_create
Send approval notifications automatically when a service request is raised.
all_should_approve
Denotes whether all approvers must approve the request
anyone_can_approve
Denotes if one approver’s approval is enough provided none rejects the request. This can be true only when all_should_approve is false.
assign_tech_after_approve
Indicates that a technician can’t be assigned before the request is approved
approval_levels
Array of objects holding approval information of the service template.
level
Takes values from 1 to 5. Successive levels will be triggered after the current level is done with.
approvers
Array of user and roles objects.
layout
Design separate template layout for technicians and requesters by designating field properties and field and section positions. Also provide a layout for resources in service templates.
name
Layout name which can be technician_layout or requester_layout or resource_layout
sections
Array of sections/segments in the layout
resource_view
Denotes the resource view type for service templates. It can be 1 for relative view or 2 for grid view.
sections
An array of sections into which fields can be grouped. In resource_layout each resource will be treated as a section.
name
Name of the section. ’-1’ name indicates no name given for the section. For resources it can be resource_<id>
position
Row and column positions of the section in the layout
column_count
Denotes the number of columns in a section
fields
An array of fields with properties and positions
name
Field Name. For udf fields it can be fields udf_<type>_<id> and for resource questions it can be question_<id>
position
Row and column positions of a field in a section.
mandatory
Field mandated in a template. By default, it’ll be false.
requester_can_view
Indicates whether requesters are allowed to view the field in the template.
requester_can_edit
Indicates whether requesters are allowed to edit the field in the template.
request
Holds default values for request fields. These values will be used when a request is raised by using the template.
request_type
Type of the request
status
Indicates the current status of the request
mode
Mode through which the request is logged.
level
Importance level of the request
impact
Business impact that will occur if the request is not resolved
impact_details
Detailed note on request’s impact
priority
Preference given to the request
urgency
Urgency configured for the request
site
Site under which the request is created.
group
Group to which the request belongs
technician
Technician assigned to the request
category
Request’s category
subcategory
Subcategory to which the request belongs to
item
Item to which the request belongs to
subject
Main content of the request
description
Detailed note on the request
resolution
Solution provided by the technician to resolve the request

Get Template Details

GET /api/v3/request_templates/{template_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/request_templates/{template_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "id": "36",
        "status": "success",
        "messages": [
            {
                "status_code": "200",
                "message": "Request Template fetched successfully",
                "type": "success"
            }
        ]
    },
    "request_template": {
        "id": "36",
        "name": "Request to start the process associated to a new hire",
        "is_enabled": true,
        "inactive": false,
        "description": "This service template is used to request to start the process associated to new employee joining our organization.",
        "created_by": {
            "id": "1",
            "name": "System"
        },
        "created_time": {
            "display_value": "Aug 10, 2010 03:15 PM",
            "value": "1281433517644"
        },
        "is_service_template": true,
        "show_to_requester": true,
        "service_category": {
            "id": "8",
            "description": "Services related to hiring a new employee, requesting a department/place change, etc., are placed under this category.",
            "name": "User Management"
        },
        "approval_configurations": {
            "assign_tech_after_approve": false,
            "all_should_approve": false,
            "approval_notification_on_create": false,
            "any_one_can_approve": false
        },
        "approval_levels": [
            {
                "level": "1",
                "approvers": {
                    "users": [
                        {
                            "id": "6",
                            "name": "Heather Graham",
                            "email_id": "heather.graham@email.com"
                        }
                    ],
                    "org_roles": [
                        {
                            "id": "13",
                            "name": "$DEPARTMENT_APPROVER$"
                        }
                    ]
                }
            },
            {
                "level": "2",
                "approvers": {
                    "users": [
                        {
                            "id": "4",
                            "name": "administrator",
                            "email_id": "admin@email.com"
                        }
                    ],
                    "org_roles": [
                        {
                            "id": "7",
                            "name": "$GENERAL_MANAGER$"
                        },
                        {
                            "id": "8",
                            "name": "$REGIONAL_MANAGER$"
                        }
                    ]
                }
            },
            {
                "level": "3",
                "approvers": {
                    "users": [],
                    "org_roles": [
                        {
                            "id": "3",
                            "name": "$CEO$"
                        },
                        {
                            "id": "6",
                            "name": "$CFO$"
                        }
                    ]
                }
            }
        ],
        "task_configurations": {
            "trigger_after_approval": false,
            "trigger_after_creation": false
        },
        "user_groups": [],
        "support_groups": [
            {
                "id": "1",
                "name": "Hardware Problems"
            },
            {
                "id": "2",
                "name": "Network"
            },
            {
                "id": "3",
                "name": "Printer Problems"
            }
        ],
        "request": {
            "category": {
                "id": "8",
                "name": "User Administration"
            },
            "status": {
                "id": "1",
                "name": "Open"
            },
            "description": {
                "content": "Please provide the services required for our new employee"
            },
            "subject": "Please provide the services required for our new employee",
            "priority": {
                "id": "4",
                "name": "High"
            },
            "udf_fields": {
                "udf_20": "udf value1",
                "udf_22": "udf value 2"
            }
        },
        "layouts": [
            {
                "name": "technician_layout",
                "sections": [
                    {
                        "position": {
                            "col": "1",
                            "row": "1"
                        },
                        "collapsed_state": "expanded",
                        "name": "Requester Details",
                        "field_align": "left-right",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "requester_name",
                                "requester_can_view": false
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "asset",
                                "requester_can_view": false
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "row": "2"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "field_align": "left-right",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "status",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "1"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "category",
                                "requester_can_view": false
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "technician",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "2"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "priority",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "3"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_19",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "3"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "group",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "4"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_21",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "4"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_20",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "5"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_23",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "5"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_22",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "6"
                                },
                                "requester_can_edit": false,
                                "mandatory": false,
                                "name": "approvers",
                                "requester_can_view": false
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "row": "3"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "field_align": "left-right",
                        "column_count": "1",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "subject",
                                "requester_can_view": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "description",
                                "requester_can_view": true
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "field_align": "left-right",
                            "row": "4"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "site",
                                "requester_can_view": true
                            }
                        ]
                    }
                ]
            },
            {
                "name": "requester_layout",
                "sections": [
                    {
                        "position": {
                            "col": "1",
                            "row": "1"
                        },
                        "collapsed_state": "expanded",
                        "name": "Requester Details",
                        "field_align": "left-right",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "requester_name"
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "asset"
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "row": "2"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "field_align": "left-right",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_19"
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_20"
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_21"
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_22"
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "3"
                                },
                                "requester_can_edit": true,
                                "mandatory": true,
                                "name": "udf_23"
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "row": "3"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "field_align": "left-right",
                        "column_count": "1",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "subject"
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "description"
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "field_align": "left-right",
                            "row": "4"
                        },
                        "collapsed_state": "expanded",
                        "name": "-1",
                        "column_count": "2",
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "requester_can_edit": true,
                                "mandatory": false,
                                "name": "site"
                            }
                        ]
                    }
                ]
            },
            {
                "name": "resource_layout",
                "resource_view": "1",
                "sections": [
                    {
                        "position": {
                            "col": "1",
                            "row": "1"
                        },
                        "name": "resource_3",
                        "is_expandable": true,
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "name": "question_1",
                                "mandatory": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "2"
                                },
                                "name": "question_5",
                                "mandatory": true
                            },
                            {
                                "position": {
                                    "col": "1",
                                    "row": "3"
                                },
                                "name": "question_2",
                                "mandatory": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "1"
                                },
                                "name": "question_3",
                                "mandatory": true
                            },
                            {
                                "position": {
                                    "col": "2",
                                    "row": "2"
                                },
                                "name": "question_4",
                                "mandatory": true
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "1",
                            "row": "2"
                        },
                        "name": "resource_4",
                        "is_expandable": false,
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "name": "question_6",
                                "mandatory": true
                            }
                        ]
                    },
                    {
                        "position": {
                            "col": "2",
                            "row": "2"
                        },
                        "name": "resource_5",
                        "is_expandable": false,
                        "fields": [
                            {
                                "position": {
                                    "col": "1",
                                    "row": "1"
                                },
                                "name": "question_7",
                                "mandatory": true
                            }
                        ]
                    }
                ]
            }
        ]
    }
}

This operation lets you view the details of a Request Template.

Show All Attributes

Get Incident Templates

GET /api/v3/request_templates

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/request_templates \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "sort_field": "name",
        "search_fields": {
            "is_service_template": false
        }
    }
}'

Response Example

{
    "response_status": {
        "status": "success",
        "messages": [
            {
                "status_code": "200",
                "message": "Request Template fetched successfully",
                "type": "success"
            }
        ]
    },
    "request_templates": [
        {
            "id": "52",
            "name": "Application crashes frequently",
            "description": "This template is used when an application crashes / hangs frequently",
            "is_service_template": false,
            "show_to_requester": true,
            "is_default_template": false,
            "inactive": false,
            "created_by": {
                "id": "1",
                "name": "System"
            },
            "has_fafr": true,
            "rules": {
                "on_form_submit": "0",
                "on_form_load": "1",
                "on_form_change": "0",
                "total_count": "1"
            }
        },
        {
            "id": "4",
            "name": "Default Request",
            "description": "Default template used for new request creation.",
            "is_service_template": false,
            "show_to_requester": true,
            "is_default_template": true,
            "inactive": false,
            "created_by": {
                "id": "1",
                "name": "System"
            },
            "has_fafr": false
        }
    ],
    "list_info": {
        "has_more_rows": true,
        "end_index": "2",
        "start_index": "1",
        "page_number": "1",
        "sort_order": "A",
        "row_count": "2",
        "sort_field": "name",
        "total_count": "19",
        "search_fields": {
            "is_service_template": false
        }
    }
}

This operation lets you get the list of all incident templates in the application. This will provide basic set of template information. It will not provide fields, field properties and layout details.

Default Attributes
id
Request template’s ID
name
Request template name
description
Description about the Request Template
is_service_template
Denotes whether the request template is service template. If not, it will be taken as incident template
crated_by
Holds the template maker details.
is_default_template
Denotes whether the request template is marked as default template
inactive
Inactivate a template to restrict its further usage. Deleting a template that’s currently being used by a request will mark it as inactive.
has_fafr
Denotes whether a request template is configured with field and form rules
show_to_requester
Denotes whether to show the template to requesters


Show All Attributes

    

Show List Info Parameters

    

Show Input Data Parameters


Show Default Attributes

Get Service Templates

GET /api/v3/request_templates

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/request_templates \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "sort_field": "name",
        "search_fields": {
            "is_service_template": true
        }
    }
}'

Response Example

{
    "response_status": {
        "status": "success",
        "messages": [
            {
                "status_code": "200",
                "message": "Request Template fetched successfully",
                "type": "success"
            }
        ]
    },
    "request_templates": [
        {
            "id": "15",
            "name": "Request a BlackBerry",
            "description": "This service template is used to request a BlackBerry",
            "is_service_template": true,
            "show_to_requester": true,
            "is_default_template": false,
            "inactive": false,
            "is_enabled": true,
            "created_by": {
                "id": "1",
                "name": "System"
            },
            "has_fafr": false
        },
        {
            "id": "8",
            "name": "Request a CRM account",
            "description": "This service template is used to request CRM account creation",
            "is_service_template": true,
            "show_to_requester": true,
            "is_default_template": false,
            "inactive": false,
            "is_enabled": true,
            "created_by": {
                "id": "1",
                "name": "System"
            },
            "has_fafr": false
        }
    ],
    "list_info": {
        "has_more_rows": true,
        "end_index": "2",
        "start_index": "1",
        "page_number": "1",
        "sort_order": "A",
        "row_count": "2",
        "sort_field": "name",
        "total_count": "19",
        "search_fields": {
            "is_service_template": true
        }
    }
}

This operation lets you get the list of all service templates in the application. This will provide basic set of template information. It will not provide fields, field properties and layout details.

Default Attributes
id
Request template’s ID
name
Request template name
description
Description about the Request Template
is_service_template
Denotes whether the request template is service template. If not, it will be taken as incident template
crated_by
Holds the template maker details.
is_default_template
Denotes whether the request template is marked as default template
inactive
Inactivate a template to restrict its further usage. Deleting a template that’s currently being used by a request will mark it as inactive.
is_enabled
Denotes whether a service template is enabled
has_fafr
Denotes whether a request template is configured with field and form rules
show_to_requester
Denotes whether to show the template to requesters


Show All Attributes

    

Show List Info Parameters

    

Show Input Data Parameters


Show Default Attributes

Admin

Orguser

Note : Orguser API represents all users in the organization and is applicable only in the ESM directory. Users with Org admin privilege can access this API from the ESM directory after creating more than one instance.

Attributes

All Attributes
id
Unique identity of the orguser
first_name
First name of the orguser
middle_name
Middle name of the orguser
last_name
Last name of the orguser
name
Name of the orguser
employee_id
Unique employee Id assigned to the orguser
email_id
Email address of the orguser
secondary_emailids
Secondary email addresses of the orguser
phone
Phone number of the orguser
mobile
Mobile number of the orguser
sms_mail_id
Sms mail Id of the orguser
user_udf_fields
User - Additional fields of the orguser
jobtitle
Job title of the orguser
department
Department to which the orguser belongs
reporting_to
User to which the orguser reports
login_name
Username/email to log in to the application
password
Password to log in to the application
domain
Domain to which the orguser belongs
is_vipuser
Indicates whether the orguser is a VIP user
is_org_admin
Indicates whether the orguser is an organisation admin
profile_pic_url
URL of the orguser’s profile picture
status
String(Read-Only)
Active status of the orguser
created_time
Time at which the orguser is added to the organisation
description
Description of the orguser

Get all orgusers

GET /api/v3/orgusers

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "row_count": 2,
        "sort_order": "asc",
        "sort_field": "name"
    }
}'

Response Example

{
    "orgusers": [
        {
            "user_udf_fields": {
                "udf_sline_1": null
            },
            "phone": "925-852-2588",
            "department": null,
            "reporting_to": null,
            "id": "5",
            "profile_pic_url": null,
            "jobtitle": "",
            "first_name": null,
            "description": "Help Desk Executive",
            "sms_mail_id": null,
            "name": "administrator",
            "domain": null,
            "employee_id": "010",
            "email_id": null,
            "is_vipuser": false,
            "citype_name": null,
            "status": "ACTIVE",
            "middle_name": null,
            "login_name": null,
            "last_name": null,
            "created_time": {
                "display_value": "Nov 13, 2018 03:42 PM",
                "value": "1542103940016"
            },
            "mobile": "",
            "is_org_admin": false
        },
        {
            "user_udf_fields": {
                "udf_sline_1": "User udf value1"
            },
            "phone": "213129387",
            "department": {
                "site": null,
                "id": "2",
                "name": "Engineering"
            },
            "reporting_to": {
                "id": "4",
                "name": "administrator",
                "email_id": null,
                "is_vipuser": false
            },
            "id": "301",
            "profile_pic_url": null,
            "jobtitle": "Developer",
            "first_name": "User",
            "description": "-desc",
            "sms_mail_id": "abcd@fgh.net",
            "name": "Ranjani",
            "domain": {
                "id": "1",
                "name": "ZOHOCORP"
            },
            "employee_id": "1234",
            "email_id": "user@zohocorp.com",
            "is_vipuser": true,
            "citype_name": null,
            "status": "ACTIVE",
            "middle_name": "middle",
            "login_name": "u1",
            "last_name": "last",
            "created_time": {
                "display_value": "Nov 13, 2018 03:59 PM",
                "value": "1542104957538"
            },
            "mobile": "934578345",
            "is_org_admin": true
        }
    ],
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "list_info": {
        "has_more_rows": true,
        "start_index": 1,
        "row_count": 2,
        "sort_order": "asc",
        "sort_field": "name"
    }
}



Show All Attributes

    

Show Input Data Parameters

Get an orguser

GET /api/v3/orgusers/{orguser_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers/{orguser_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "orguser": {
        "user_udf_fields": {
            "udf_sline_1": "User udf value1"
        },
        "phone": "213129387",
        "department": {
            "site": null,
            "id": "2",
            "name": "Engineering"
        },
        "reporting_to": {
            "id": "4",
            "name": "administrator",
            "email_id": null,
            "is_vipuser": false
        },
        "id": "301",
        "profile_pic_url": null,
        "jobtitle": "Developer",
        "first_name": "User",
        "description": "-desc",
        "sms_mail_id": "abcd@fgh.net",
        "name": "Ranjani",
        "domain": {
            "id": "1",
            "name": "ZOHOCORP"
        },
        "attachments": [
            {
                "id": "1",
                "file_name": "scat-ico-cubes.gif",
                "attachment_key": "14A4C55F-E51B-4B54-829A-5247CD719A7B",
                "content_url": "/api/v3/attachments/1",
                "size": "2.82KB"
            },
            {
                "id": "2",
                "file_name": "scat-ico-filecheck.gif",
                "attachment_key": "5F5BD28C-C886-49FD-BADE-BC72303CAF11",
                "content_url": "/api/v3/attachments/2",
                "size": "2.86KB"
            }
        ],
        "employee_id": "1234",
        "email_id": "user@zohocorp.com",
        "is_vipuser": true,
        "citype_name": "Technician",
        "status": "ACTIVE",
        "middle_name": "middle",
        "secondary_emailids": [
            "user1@zohocorp.com",
            "user11@zohocorp.com"
        ],
        "login_name": "u1",
        "last_name": "last",
        "created_time": {
            "display_value": "Nov 13, 2018 03:59 PM",
            "value": "1542104957538"
        },
        "is_org_admin": true,
        "mobile": "934578345"
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Add an orguser

POST /api/v3/orgusers

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "orguser": {
        "first_name": "Test",
        "middle_name": "user",
        "last_name": "name",
        "name": "Test user name",
        "is_vipuser": true,
        "employee_id": "1234",
        "email_id": "user@zohocorp.com",
        "secondary_emailids": [
            "user1@zohocorp.com",
            "user11@zohocorp.com"
        ],
        "mobile": "934578345",
        "phone": "213129387",
        "sms_mail_id": "abcde@fgh.net",
        "jobtitle": "Developer",
        "department": {
            "id": "2",
            "name": "Engineering"
        },
        "reporting_to": {
            "id": "4",
            "name": "administrator"
        },
        "user_udf_fields": {
            "udf_sline_1": "User udf value1"
        },
        "login_name": "u2",
        "password": "u2",
        "domain": {
            "id": "1",
            "name": "ZOHOCORP"
        },
        "description": "description"
    }
}'

Response Example

{
    "orguser": {
        "user_udf_fields": {
            "udf_sline_1": "User udf value1"
        },
        "phone": "213129387",
        "department": {
            "site": null,
            "id": "2",
            "name": "Engineering"
        },
        "reporting_to": {
            "id": "4",
            "name": "administrator",
            "email_id": null,
            "is_vipuser": false
        },
        "id": "606",
        "profile_pic_url": null,
        "jobtitle": "Developer",
        "first_name": "Test",
        "description": "description",
        "sms_mail_id": "abcde@fgh.net",
        "name": "Test user name",
        "domain": {
            "id": "1",
            "name": "ZOHOCORP"
        },
        "employee_id": "1234",
        "email_id": "user@zohocorp.com",
        "is_vipuser": true,
        "status": "ACTIVE",
        "middle_name": "user",
        "secondary_emailids": [
            "user1@zohocorp.com",
            "user11@zohocorp.com"
        ],
        "login_name": "u2",
        "last_name": "name",
        "created_time": {
            "display_value": "Nov 14, 2018 11:42 AM",
            "value": "1542175956913"
        },
        "is_org_admin": null,
        "mobile": "934578345"
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Update an orguser

PUT /api/v3/orgusers/{orguser_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers/{orguser_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "orguser": {
        "first_name": "Test",
        "middle_name": "user",
        "last_name": "name",
        "name": "Test user name",
        "is_vipuser": false,
        "employee_id": "1234",
        "email_id": "user@zohocorp.com",
        "secondary_emailids": [
            "user1@zohocorp.com",
            "user11@zohocorp.com"
        ],
        "mobile": "9345783451",
        "phone": "213129387",
        "sms_mail_id": "abcde@fgh.net",
        "jobtitle": "Developer",
        "department": {
            "id": "2",
            "name": "Engineering"
        },
        "reporting_to": {
            "id": "4",
            "name": "administrator"
        },
        "user_udf_fields": {
            "udf_sline_1": "User udf value2"
        },
        "login_name": "u2",
        "password": "u3",
        "domain": {
            "id": "1",
            "name": "ZOHOCORP"
        },
        "description": "description"
    }
}'

Response Example

{
    "orguser": {
        "user_udf_fields": {
            "udf_sline_1": "User udf value2"
        },
        "phone": "213129387",
        "department": {
            "site": null,
            "id": "2",
            "name": "Engineering"
        },
        "reporting_to": {
            "id": "4",
            "name": "administrator",
            "email_id": null,
            "is_vipuser": false
        },
        "id": "606",
        "profile_pic_url": null,
        "jobtitle": "Developer",
        "first_name": "Test",
        "description": "description",
        "sms_mail_id": "abcde@fgh.net",
        "name": "Test user name",
        "domain": {
            "id": "1",
            "name": "ZOHOCORP"
        },
        "employee_id": "1234",
        "email_id": "user@zohocorp.com",
        "is_vipuser": false,
        "status": "ACTIVE",
        "middle_name": "user",
        "secondary_emailids": [
            "user1@zohocorp.com",
            "user11@zohocorp.com"
        ],
        "login_name": "u2",
        "last_name": "name",
        "created_time": {
            "display_value": "Nov 14, 2018 11:42 AM",
            "value": "1542175956913"
        },
        "is_org_admin": null,
        "mobile": "9345783451"
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Delete an orguser

DELETE /api/v3/orgusers/{orguser_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers/{orguser_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Anonymize User

DELETE /api/v3/orgusers?ids={user_ids}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/orgusers?ids={user_ids} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "32": "ANONYMOUS_32"
}'

Response Example

{
    "response_status": [
        {
            "status_code": 2000,
            "id": "12",
            "status": "success"
        }
    ]
}



Show All Attributes

User

You can view the details of User here.

Attributes

All Attributes
id
Unique user identity
first_name
First name of the user
middle_name
Middle name of the user
last_name
Last name of the user
name
Name of the user
ciid
CI Id of the user
employee_id
Unique employee id assigned to the user
email_id
Email address of the user
secondary_emailids
Secondary email addresses of the user
phone
Phone number of the user
mobile
Mobile number of the user
sms_mail_id
Sms mail Id of the user
jobtitle
Job title of the user
ci_default_fields
Default fields for the base CI Type
ci_user_fields
Default fields for the User CI Type
user_udf_fields
User - Additional fields of the particular user
department
Department to which the user belongs
cost_per_hour
User’s pay in cost per hour
reporting_to
Reporting user
login_name
Username/Email to log in to the application
password
Password to log in to the application
domain
Domain to which the user belongs
is_vipuser
Indicates whether the user is a VIP user
is_technician
Indicates whether the user is a technician
purchase_approver
Indicates whether the user is allowed to approve purchase orders
purchase_approval_limit
Amount up to which purchase order approval is permitted for the user
service_request_approver
Indicates whether the user is allowed to approve service requests
associated_roles
Roles assigned to the user
project_roles
Project roles assigned to the user
profile_pic_url
URL of the user’s profile picture
requester_allowed_to_view
Permissions for the user to view requests
citype
CI type of the user
status
String(Read-Only)
Active status of the user
created_time
Time at which the user is added to the organisation
description
Description of the user

Get all users

GET /api/v3/users

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "sort_field": "name",
        "start_index": 1,
        "sort_order": "asc",
        "row_count": "25",
        "get_total_count": true,
        "search_fields": {
            "email_id": "guest@zoho.com"
        }
    },
    "fields_required": [
        "name",
        "is_technician",
        "citype",
        "login_name",
        "email_id",
        "department",
        "phone",
        "mobile",
        "jobtitle",
        "project_roles",
        "employee_id",
        "first_name",
        "middle_name",
        "last_name",
        "is_vipuser",
        "ciid"
    ]
}'

Response Example

{
    "list_info": {
        "sort_field": "name",
        "start_index": 1,
        "sort_order": "asc",
        "row_count": 1,
        "get_total_count": "true",
        "search_fields": {
            "email_id": "guest@zoho.com"
        },
        "has_more_rows": false,
        "total_count": 1
    },
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "users": [
        {
            "email_id": "guest@zoho.com",
            "is_technician": false,
            "jobtitle": null,
            "ci_people_fields": {},
            "mobile": "1234567890",
            "project_roles": {
                "name": "Project Manager",
                "id": "3"
            },
            "last_name": null,
            "is_vipuser": false,
            "middle_name": null,
            "type": "User",
            "citype": {
                "name": "User",
                "id": 3
            },
            "ciid": "17",
            "ci_default_fields": {
                "udf_pickref_1": {
                    "name": "High",
                    "id": 1
                },
                "udf_pick_165": "Team member",
                "udf_sline_164": null
            },
            "login_name": "guest",
            "phone": "8888",
            "employee_id": "888",
            "name": "Guest",
            "ci_user_fields": {
                "udf_pickref_160": null,
                "udf_pickref_161": {
                    "name": "administrator",
                    "id": 4
                },
                "udf_sline_158": "Software analyst",
                "udf_pickref_159": {
                    "site": null,
                    "name": "Engineering",
                    "id": 2
                },
                "udf_pick_163": "5 th floor",
                "udf_sline_162": "12LE35"
            },
            "id": "3",
            "department": {
                "site": null,
                "name": "Administration",
                "id": "1"
            },
            "first_name": null
        }
    ]
}



Show All Attributes

    

Show Input Data Parameters

Get an user

GET /api/v3/users/{user_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users/{user_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "user": {
        "email_id": "guest@zoho.com",
        "purchase_approver": true,
        "attachments": [],
        "ci_people_fields": {},
        "org_roles": [],
        "description": "End User of the software product",
        "is_vipuser": false,
        "reporting_to": {
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "id": "4",
            "department": null
        },
        "type": "User",
        "cost_per_hour": "500.00",
        "ci_default_fields": {
            "udf_pickref_1": {
                "name": "High",
                "id": 1
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "org_user_status": "ACTIVE",
        "id": "3",
        "department": {
            "site": null,
            "name": "Administration",
            "id": "1"
        },
        "first_name": null,
        "profile_pic_url": null,
        "service_request_approver": true,
        "created_time": {
            "display_value": "Sep 6, 2019 05:30 AM",
            "value": "1567728017353"
        },
        "is_technician": false,
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "name": "Project Manager",
            "id": "3"
        },
        "last_name": null,
        "sms_mail_id": null,
        "middle_name": null,
        "ciid": "17",
        "purchase_approval_limit": "1000.00",
        "secondary_emailids": [
            "guest@manageengine.com",
            "guest@zohocorp.com"
        ],
        "login_name": "guest",
        "requester_allowed_to_view": null,
        "phone": "8888",
        "employee_id": "888",
        "domain": {
            "name": "WORKGROUP",
            "id": "1"
        },
        "name": "Guest",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "name": "administrator",
                "id": 4
            },
            "udf_sline_158": "Software analyst",
            "udf_pickref_159": {
                "site": null,
                "name": "Engineering",
                "id": 2
            },
            "udf_pick_163": "5 th floor",
            "udf_sline_162": "12LE35"
        },
        "user_udf_fields": {
            "udf_pick_2": "support",
            "udf_long_3": "9823881",
            "udf_sline_1": "Active",
            "udf_date_4": {
                "display_value": "Sep 25, 2019 10:53 PM",
                "value": "1569432180000"
            }
        },
        "associated_roles": [
            {
                "name": "SDGuest",
                "id": "29"
            }
        ],
        "status": "ACTIVE"
    }
}



Show All Attributes

Add an user

POST /api/v3/users

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "user": {
        "first_name": "Peter",
        "middle_name": "Rabbit",
        "last_name": "Atom",
        "name": "Peter Rabbit Atom",
        "is_vipuser": "false",
        "employee_id": "4229",
        "department": {
            "id": "5"
        },
        "mobile": "02892902",
        "description": "Help Desk manager",
        "sms_mail_id": "atom@sms.com",
        "jobtitle": "Java developer",
        "phone": "929992",
        "email_id": "peter@zoho.com",
        "secondary_emailids": [
            "peter@zohocorp.com",
            "rabbit@zohocorp.com",
            "atom@zoho.com"
        ],
        "cost_per_hour": "929",
        "service_request_approver": "true",
        "purchase_approver": "true",
        "purchase_approval_limit": "-1",
        "project_roles": {
            "id": "3"
        },
        "reporting_to": {
            "id": "4"
        },
        "requester_allowed_to_view": "0",
        "login_name": "peter",
        "password": "peter",
        "domain": {
            "id": "2"
        },
        "user_udf_fields": {
            "udf_long_3": "982999292",
            "udf_date_4": {
                "value": "1569519360000"
            },
            "udf_pick_2": "Market gaps",
            "udf_sline_1": "Manager"
        },
        "ci_default_fields": {
            "udf_pick_165": "Team member",
            "udf_pickref_1": {
                "id": 2
            },
            "udf_sline_164": "Testing line"
        },
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_sline_158": "929",
            "udf_pick_163": "7 th floor",
            "udf_pickref_161": {
                "id": "6"
            },
            "udf_pickref_159": {
                "id": "2"
            },
            "udf_sline_162": "928KSi82"
        }
    }
}'

Response Example

{
    "user": {
        "first_name": "Peter",
        "middle_name": "Rabbit",
        "last_name": "Atom",
        "name": "Peter Rabbit Atom",
        "is_vipuser": false,
        "employee_id": "4229",
        "department": {
            "id": "5",
            "site": null,
            "name": "IT Services"
        },
        "mobile": "02892902",
        "description": "Help Desk manager",
        "sms_mail_id": "atom@sms.com",
        "jobtitle": "Java developer",
        "phone": "929992",
        "email_id": "peter@zoho.com",
        "secondary_emailids": [
            "atom@zoho.com",
            "rabbit@zohocorp.com",
            "peter@zohocorp.com"
        ],
        "cost_per_hour": "929.00",
        "service_request_approver": true,
        "purchase_approver": true,
        "purchase_approval_limit": "-1.00",
        "project_roles": {
            "id": "3",
            "name": "Project Manager"
        },
        "reporting_to": {
            "id": "4",
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "department": null
        },
        "requester_allowed_to_view": null,
        "login_name": "peter",
        "domain": {
            "id": "2",
            "name": "ZOHOCORP"
        },
        "user_udf_fields": {
            "udf_long_3": "982999292",
            "udf_date_4": {
                "value": "1569519360000",
                "display_value": "Sep 26, 2019 11:06 PM"
            },
            "udf_pick_2": "Market gaps",
            "udf_sline_1": "Manager"
        },
        "ci_default_fields": {
            "udf_pick_165": "Team member",
            "udf_pickref_1": {
                "id": 2,
                "name": "Medium"
            },
            "udf_sline_164": "Testing line"
        },
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_sline_158": "929",
            "udf_pick_163": "7 th floor",
            "udf_pickref_161": {
                "id": 6,
                "name": "Heather Graham"
            },
            "udf_pickref_159": {
                "id": 2,
                "site": null,
                "name": "Engineering"
            },
            "udf_sline_162": "928KSi82"
        },
        "attachments": [],
        "ci_people_fields": {},
        "org_roles": [],
        "type": "User",
        "org_user_status": "ACTIVE",
        "id": "10",
        "profile_pic_url": null,
        "created_time": {
            "display_value": "Sep 6, 2019 06:58 AM",
            "value": "1567733299627"
        },
        "is_technician": false,
        "ciid": "25",
        "associated_roles": [
            {
                "name": "SDGuest",
                "id": "29"
            }
        ],
        "status": "ACTIVE"
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Note : This operation will not work in multiple-instance. Users with Org Admin privilege can use the Orguser API to perform this.

Show All Attributes

Update an user

PUT /api/v3/users/{user_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users/{user_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "user": {
        "email_id": "guest@zoho.com",
        "purchase_approver": "true",
        "description": "End User of the software product",
        "is_vipuser": "false",
        "reporting_to": {
            "id": "4"
        },
        "cost_per_hour": "500.00",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 1
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "department": {
            "id": "1"
        },
        "first_name": null,
        "service_request_approver": "true",
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "id": "3"
        },
        "last_name": null,
        "sms_mail_id": null,
        "middle_name": null,
        "purchase_approval_limit": "1000.00",
        "secondary_emailids": [
            "guest@manageengine.com",
            "guest@zohocorp.com"
        ],
        "login_name": "guest",
        "requester_allowed_to_view": "0",
        "phone": "8888",
        "employee_id": "888",
        "domain": {
            "id": "1"
        },
        "name": "Guest",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "id": 4
            },
            "udf_sline_158": "Software analyst",
            "udf_pickref_159": {
                "id": 2
            },
            "udf_pick_163": "5 th floor",
            "udf_sline_162": "12LE35"
        },
        "user_udf_fields": {
            "udf_pick_2": "support",
            "udf_long_3": "9823881",
            "udf_sline_1": "Active",
            "udf_date_4": {
                "value": "1569432180000"
            }
        }
    }
}'

Response Example

{
    "user": {
        "email_id": "guest@zoho.com",
        "purchase_approver": true,
        "description": "End User of the software product",
        "is_vipuser": false,
        "reporting_to": {
            "id": "4",
            "email_id": null,
            "name": "administrator",
            "is_vipuser": false,
            "department": null
        },
        "cost_per_hour": "500.00",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 1,
                "name": "High"
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "department": {
            "id": "1",
            "site": null,
            "name": "Administration"
        },
        "first_name": null,
        "service_request_approver": true,
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "id": "3",
            "name": "Project Manager"
        },
        "last_name": null,
        "sms_mail_id": null,
        "middle_name": null,
        "purchase_approval_limit": "1000.00",
        "secondary_emailids": [
            "guest@manageengine.com",
            "guest@zohocorp.com"
        ],
        "login_name": "guest",
        "requester_allowed_to_view": null,
        "phone": "8888",
        "employee_id": "888",
        "domain": {
            "id": "1",
            "name": "WORKGROUP"
        },
        "name": "Guest",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "id": 4,
                "name": "administrator"
            },
            "udf_sline_158": "Software analyst",
            "udf_pickref_159": {
                "id": 2,
                "site": null,
                "name": "Engineering"
            },
            "udf_pick_163": "5 th floor",
            "udf_sline_162": "12LE35"
        },
        "user_udf_fields": {
            "udf_pick_2": "support",
            "udf_long_3": "9823881",
            "udf_sline_1": "Active",
            "udf_date_4": {
                "value": "1569432180000",
                "display_value": "Sep 25, 2019 10:53 PM"
            }
        },
        "attachments": [],
        "ci_people_fields": {},
        "org_roles": [],
        "type": "User",
        "org_user_status": "ACTIVE",
        "id": "3",
        "profile_pic_url": null,
        "created_time": {
            "display_value": "Sep 6, 2019 05:30 AM",
            "value": "1567728017353"
        },
        "is_technician": false,
        "ciid": "17",
        "associated_roles": [
            {
                "name": "SDGuest",
                "id": "29"
            }
        ],
        "status": "ACTIVE"
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Delete an user

DELETE /api/v3/users/{user_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users/{user_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Note : This operation will not work in multiple-instance. Users with Org Admin privilege can use the Orguser API to perform this.

Show All Attributes

Change as technician

PUT /api/v3/requesters/{requester_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/requesters/{requester_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status": "Success",
        "messages": [
            {
                "type": "Success",
                "message": "Requester changed into technician successfully.",
                "statuscode": "2000"
            }
        ]
    }
}

This operation changes requester into a technician

Show All Attributes

Modify CIType of the user

PUT /api/v3/users/modify_ci_type?ids={user_ids}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/users/modify_ci_type?ids={user_ids} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "user": {
        "citype_id": 64
    }
}'

Response Example

{
    "modify_ci_type": {
        "response": "success"
    }
}



Show All Attributes

Technician


Attributes

All Attributes
id
Unique identity for the technician
first_name
First name for the technician
middle_name
Middle name of the technician
last_name
Last name of the technician
name
Name of the technician
ciid
CI Id of the user
employee_id
Unique employee Id assigned to the technician
email_id
Email address of the technician
secondary_emailids
Secondary email addresses of the technician
phone
Phone number of the technician
mobile
Mobile number of the technician
sms_mail_id
Sms mail Id of the technician
enable_telephony
Indicates whether the technician has telephony access
extension
Extension number of the technician
jobtitle
Job title of the technician
department
Department to which the technician belongs
associated_sites
Sites associated to the technician
support_group
Support group of the technician
cost_per_hour
Technician’s pay in cost per hour
allowed_to_view_cost
Indicates whether the technician is allowed to view the cost
reporting_to
User to which the technician reports
ci_default_fields
Default fields for the base CI Type
ci_user_fields
Default fields for the User CI Type
user_udf_fields
User - Additional fields of the technician
technician_udf_fields
Technician - Additional fields of the technician
login_name
Username/Email to log in to the application
password
Password to log in to the application
domain
Domain to which the technician belongs to
is_vipuser
Indicates whether the technician is a VIP user
purchase_approver
Indicates if the technician is allowed to approve purchase orders
purchase_approval_limit
Amount up to which purchase order approval is permitted for this technician
service_request_approver
Indicates if the technician is allowed to approve service requests
associated_roles
Roles assigned to the technician
project_roles
Project roles assigned to the technician
citype
CI type of the technician
sip_user
SIP of the technician
profile_pic_url
URL of the technician’s profile picture
status
String(Read-Only)
Active status of the technician
created_time
Time at which the technician is added to the organisation
description
Description of the technician

Get all technicians

GET /api/v3/technicians

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "list_info": {
        "sort_field": "name",
        "start_index": 1,
        "sort_order": "asc",
        "row_count": "25",
        "get_total_count": true,
        "search_fields": {
            "email_id": "admin@zohocorp.com"
        }
    },
    "fields_required": [
        "name",
        "citype",
        "login_name",
        "email_id",
        "department",
        "phone",
        "mobile",
        "jobtitle",
        "project_roles",
        "employee_id",
        "first_name",
        "middle_name",
        "last_name",
        "is_online",
        "is_vipuser",
        "ciid"
    ]
}'

Response Example

{
    "list_info": {
        "sort_field": "name",
        "start_index": 1,
        "sort_order": "asc",
        "row_count": 1,
        "get_total_count": "true",
        "search_fields": {
            "email_id": "admin@zohocorp.com"
        },
        "has_more_rows": false,
        "total_count": 1
    },
    "response_status": [
        {
            "status_code": 2000,
            "status": "success"
        }
    ],
    "technicians": [
        {
            "email_id": "admin@zohocorp.com",
            "jobtitle": null,
            "ci_people_fields": {},
            "mobile": "1234567890",
            "project_roles": {
                "name": "Project Admin",
                "id": "1"
            },
            "last_name": null,
            "is_vipuser": false,
            "middle_name": null,
            "type": "Technician",
            "citype": {
                "name": "User",
                "id": 3
            },
            "ciid": "18",
            "ci_default_fields": {
                "udf_pickref_1": {
                    "name": "Medium",
                    "id": 2
                },
                "udf_pick_165": "Team member",
                "udf_sline_164": null
            },
            "login_name": "administrator",
            "phone": "1234455",
            "employee_id": "009",
            "name": "administrator",
            "ci_user_fields": {
                "udf_pickref_160": null,
                "udf_pickref_161": {
                    "name": "John Roberts",
                    "id": 7
                },
                "udf_sline_158": "Administrator",
                "udf_pickref_159": {
                    "site": null,
                    "name": "Administration",
                    "id": 1
                },
                "udf_pick_163": "7 th floor",
                "udf_sline_162": "92JK2882"
            },
            "is_online": "1",
            "id": "4",
            "department": {
                "site": null,
                "name": "Finance",
                "id": "4"
            },
            "first_name": null
        }
    ]
}



Show All Attributes

    

Show Input Data Parameters

Get a technician

GET /api/v3/technicians/{technician_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians/{technician_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    },
    "technician": {
        "purchase_approver": true,
        "org_roles": [
            {
                "name": "Reporting To",
                "id": 2
            }
        ],
        "reporting_to": {
            "email_id": "guest@zoho.com",
            "name": "Guest",
            "is_vipuser": false,
            "id": "3",
            "department": {
                "site": null,
                "name": "Administration",
                "id": 1
            }
        },
        "type": "Technician",
        "cost_per_hour": "12.00",
        "associated_sites": [
            {
                "name": "India",
                "id": "601"
            },
            {
                "name": "America",
                "id": "602"
            },
            {
                "name": "Not associated to any site",
                "id": "-1"
            }
        ],
        "org_user_status": "ACTIVE",
        "id": "4",
        "profile_pic_url": null,
        "service_request_approver": true,
        "created_time": {
            "display_value": "Sep 6, 2019 05:30 AM",
            "value": "1567728017353"
        },
        "ciid": "18",
        "secondary_emailids": [
            "admin@manageengine.com"
        ],
        "sip_user": null,
        "phone": "1234455",
        "employee_id": "009",
        "domain": null,
        "name": "administrator",
        "technician_udf_fields": {
            "udf_long_7": "34",
            "udf_pick_6": "System Administrator",
            "udf_sline_5": "Tech Line"
        },
        "user_udf_fields": {
            "udf_pick_2": "Market gaps",
            "udf_long_3": "928992",
            "udf_sline_1": "Admnistration",
            "udf_date_4": {
                "display_value": "Sep 26, 2019 11:20 PM",
                "value": "1569520200000"
            }
        },
        "allowed_to_view_cost": true,
        "associated_roles": [
            {
                "name": "SDAdmin",
                "id": "3"
            },
            {
                "name": "ViewRequestsNotInAnySite",
                "id": "58"
            },
            {
                "name": "Resources not in any site",
                "id": "60"
            },
            {
                "name": "SDApprovePO",
                "id": "72"
            },
            {
                "name": "AERemoteControl",
                "id": "73"
            },
            {
                "name": "SDChangeManager",
                "id": "85"
            },
            {
                "name": "ViewRequester",
                "id": "94"
            },
            {
                "name": "DCAdmin",
                "id": "127"
            },
            {
                "name": "MDMPAdmin",
                "id": "132"
            }
        ],
        "status": "ACTIVE",
        "email_id": "admin@zohocorp.com",
        "extension": null,
        "attachments": [],
        "ci_people_fields": {},
        "description": "HelpDesk Administrator",
        "is_vipuser": false,
        "ci_default_fields": {
            "udf_pickref_1": {
                "name": "Medium",
                "id": 2
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "is_online": "1",
        "department": {
            "site": null,
            "name": "Finance",
            "id": "4"
        },
        "first_name": null,
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "name": "Project Admin",
            "id": "1"
        },
        "last_name": null,
        "sms_mail_id": "admin@sma.com",
        "middle_name": null,
        "support_group": [
            {
                "site": null,
                "name": "Printer Problems",
                "id": "3"
            },
            {
                "site": {
                    "name": "America",
                    "id": "602"
                },
                "name": "Printer Problems",
                "id": "6"
            },
            {
                "site": {
                    "name": "India",
                    "id": "601"
                },
                "name": "Printer Problems",
                "id": "9"
            }
        ],
        "purchase_approval_limit": "-1.00",
        "login_name": "administrator",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "name": "John Roberts",
                "id": 7
            },
            "udf_sline_158": "Administrator",
            "udf_pickref_159": {
                "site": null,
                "name": "Administration",
                "id": 1
            },
            "udf_pick_163": "7 th floor",
            "udf_sline_162": "92JK2882"
        },
        "enable_telephony": false
    }
}



Show All Attributes

Add a technician

POST /api/v3/technicians

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "technician": {
        "purchase_approver": "true",
        "reporting_to": {
            "id": "3"
        },
        "cost_per_hour": "0.00",
        "associated_sites": [
            {
                "id": "-1"
            },
            {
                "id": "601"
            }
        ],
        "service_request_approver": "true",
        "secondary_emailids": [
            "alexander@zohocorp.com"
        ],
        "phone": "939092992",
        "employee_id": "2333",
        "name": "Alexander Aiden Matthew",
        "technician_udf_fields": {
            "udf_long_7": "344",
            "udf_pick_6": null,
            "udf_sline_5": "92992"
        },
        "user_udf_fields": {
            "udf_pick_2": "support",
            "udf_long_3": "923992",
            "udf_sline_1": "Manager",
            "udf_date_4": {
                "value": "1570170360000"
            }
        },
        "allowed_to_view_cost": "true",
        "email_id": "matthew@zoho.com",
        "description": "Helpdesk Asset Manager",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 2
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": "CI Line"
        },
        "department": {
            "id": "4"
        },
        "first_name": "Alexander",
        "jobtitle": "Manager",
        "mobile": "3929290929",
        "project_roles": {
            "id": "3"
        },
        "last_name": "Matthew",
        "sms_mail_id": null,
        "middle_name": "Aiden",
        "support_group": [
            {
                "id": "1"
            },
            {
                "id": "2"
            }
        ],
        "purchase_approval_limit": "-1",
        "login_name": "alexander",
        "ci_user_fields": {
            "udf_pickref_160": {
                "id": "601"
            },
            "udf_pickref_161": {
                "id": "6"
            },
            "udf_sline_158": "Asset Manager",
            "udf_pickref_159": {
                "id": "2"
            },
            "udf_pick_163": null,
            "udf_sline_162": "292KSK233"
        },
        "domain": {
            "id": "2"
        },
        "associated_roles": [
            {
                "id": "107"
            }
        ],
        "is_vipuser": "false",
        "password": "alexander"
    }
}'

Response Example

{
    "technician": {
        "purchase_approver": true,
        "reporting_to": {
            "id": "3",
            "email_id": "guest@zoho.com",
            "name": "Guest",
            "is_vipuser": false,
            "department": {
                "site": null,
                "name": "Administration",
                "id": 1
            }
        },
        "cost_per_hour": "0.00",
        "associated_sites": [
            {
                "id": "-1",
                "name": "Not associated to any site"
            },
            {
                "id": "601",
                "name": "India"
            }
        ],
        "service_request_approver": true,
        "secondary_emailids": [
            "alexander@zohocorp.com"
        ],
        "phone": "939092992",
        "employee_id": "2333",
        "name": "Alexander Aiden Matthew",
        "technician_udf_fields": {
            "udf_long_7": "344",
            "udf_pick_6": null,
            "udf_sline_5": "92992"
        },
        "user_udf_fields": {
            "udf_pick_2": "support",
            "udf_long_3": "923992",
            "udf_sline_1": "Manager",
            "udf_date_4": {
                "value": "1570170360000",
                "display_value": "Oct 4, 2019 11:56 AM"
            }
        },
        "allowed_to_view_cost": true,
        "email_id": "matthew@zoho.com",
        "description": "Helpdesk Asset Manager",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 2,
                "name": "Medium"
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": "CI Line"
        },
        "department": {
            "id": "4",
            "site": null,
            "name": "Finance"
        },
        "first_name": "Alexander",
        "jobtitle": "Manager",
        "mobile": "3929290929",
        "project_roles": {
            "id": "3",
            "name": "Project Manager"
        },
        "last_name": "Matthew",
        "sms_mail_id": null,
        "middle_name": "Aiden",
        "support_group": [
            {
                "id": "1",
                "site": null,
                "name": "Hardware Problems"
            },
            {
                "id": "2",
                "site": null,
                "name": "Network"
            }
        ],
        "purchase_approval_limit": "-1.00",
        "login_name": "alexander",
        "ci_user_fields": {
            "udf_pickref_160": {
                "id": 601,
                "name": "India"
            },
            "udf_pickref_161": {
                "id": 6,
                "name": "Heather Graham"
            },
            "udf_sline_158": "Asset Manager",
            "udf_pickref_159": {
                "id": 2,
                "site": null,
                "name": "Engineering"
            },
            "udf_pick_163": null,
            "udf_sline_162": "292KSK233"
        },
        "domain": {
            "id": "2",
            "name": "ZOHOCORP"
        },
        "associated_roles": [
            {
                "id": "94",
                "name": "ViewRequester"
            },
            {
                "name": "ViewRequestsNotInAnySite",
                "id": "58"
            },
            {
                "name": "Resources not in any site",
                "id": "60"
            },
            {
                "name": "EnableCMDB",
                "id": "107"
            }
        ],
        "is_vipuser": false,
        "org_user_status": "ACTIVE",
        "id": "11",
        "profile_pic_url": null,
        "is_user_anonymized": null,
        "created_time": {
            "display_value": "Sep 6, 2019 07:48 PM",
            "value": "1567779490281"
        },
        "ciid": "32",
        "sip_user": null,
        "status": "ACTIVE",
        "extension": null,
        "ci_people_fields": {},
        "is_org_admin": null,
        "is_online": null,
        "requester_allowed_to_view": null,
        "enable_telephony": false
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Note : This operation will not work in multiple-instance. Users with Org Admin privilege can use the Orguser API to perform this.

Show All Attributes

Update a technician

PUT /api/v3/technicians/{technician_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians/{technician_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \
      -d 'input_data= {
    "technician": {
        "purchase_approver": "true",
        "reporting_to": {
            "id": "3"
        },
        "cost_per_hour": "12.00",
        "associated_sites": [
            {
                "id": "602"
            },
            {
                "id": "601"
            },
            {
                "id": "-1"
            }
        ],
        "service_request_approver": "true",
        "secondary_emailids": [
            "admin@manageengine.com"
        ],
        "phone": "1234455",
        "employee_id": "009",
        "name": "administrator",
        "technician_udf_fields": {
            "udf_long_7": "34",
            "udf_pick_6": "System Administrator",
            "udf_sline_5": "Tech Line"
        },
        "user_udf_fields": {
            "udf_pick_2": "Market gaps",
            "udf_long_3": "928992",
            "udf_sline_1": "Admnistration",
            "udf_date_4": {
                "value": "1569520200000"
            }
        },
        "allowed_to_view_cost": "true",
        "email_id": "admin@zohocorp.com",
        "description": "HelpDesk Administrator",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 2
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "department": {
            "id": "4"
        },
        "first_name": null,
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "id": "1"
        },
        "last_name": null,
        "sms_mail_id": "admin@sma.com",
        "middle_name": null,
        "support_group": [
            {
                "id": "3"
            },
            {
                "id": "6"
            },
            {
                "id": "9"
            }
        ],
        "purchase_approval_limit": "-1",
        "login_name": "administrator",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "id": 7
            },
            "udf_sline_158": "Administrator",
            "udf_pickref_159": {
                "id": 1
            },
            "udf_pick_163": "7 th floor",
            "udf_sline_162": "92JK2882"
        }
    }
}'

Response Example

{
    "technician": {
        "purchase_approver": true,
        "reporting_to": {
            "id": "3",
            "email_id": "guest@zoho.com",
            "name": "Guest",
            "is_vipuser": false,
            "department": {
                "site": null,
                "name": "Administration",
                "id": 1
            }
        },
        "cost_per_hour": "12.00",
        "associated_sites": [
            {
                "id": "601",
                "name": "India"
            },
            {
                "id": "602",
                "name": "America"
            },
            {
                "id": "-1",
                "name": "Not associated to any site"
            }
        ],
        "service_request_approver": true,
        "secondary_emailids": [
            "admin@manageengine.com"
        ],
        "phone": "1234455",
        "employee_id": "009",
        "name": "administrator",
        "technician_udf_fields": {
            "udf_long_7": "34",
            "udf_pick_6": "System Administrator",
            "udf_sline_5": "Tech Line"
        },
        "user_udf_fields": {
            "udf_pick_2": "Market gaps",
            "udf_long_3": "928992",
            "udf_sline_1": "Admnistration",
            "udf_date_4": {
                "value": "1569520200000",
                "display_value": "Sep 26, 2019 11:20 PM"
            }
        },
        "allowed_to_view_cost": true,
        "email_id": "admin@zohocorp.com",
        "description": "HelpDesk Administrator",
        "ci_default_fields": {
            "udf_pickref_1": {
                "id": 2,
                "name": "Medium"
            },
            "udf_pick_165": "Team member",
            "udf_sline_164": null
        },
        "department": {
            "id": "4",
            "site": null,
            "name": "Finance"
        },
        "first_name": null,
        "jobtitle": null,
        "mobile": "1234567890",
        "project_roles": {
            "id": "1",
            "name": "Project Admin"
        },
        "last_name": null,
        "sms_mail_id": "admin@sma.com",
        "middle_name": null,
        "support_group": [
            {
                "id": "3",
                "site": null,
                "name": "Printer Problems"
            },
            {
                "id": "6",
                "site": {
                    "name": "America",
                    "id": "602"
                },
                "name": "Printer Problems"
            },
            {
                "id": "9",
                "site": {
                    "name": "India",
                    "id": "601"
                },
                "name": "Printer Problems"
            }
        ],
        "purchase_approval_limit": "-1.00",
        "login_name": "administrator",
        "ci_user_fields": {
            "udf_pickref_160": null,
            "udf_pickref_161": {
                "id": 7,
                "name": "John Roberts"
            },
            "udf_sline_158": "Administrator",
            "udf_pickref_159": {
                "id": 1,
                "site": null,
                "name": "Administration"
            },
            "udf_pick_163": "7 th floor",
            "udf_sline_162": "92JK2882"
        },
        "org_roles": [
            {
                "name": "Reporting To",
                "id": 2
            }
        ],
        "type": "Technician",
        "org_user_status": "ACTIVE",
        "id": "4",
        "profile_pic_url": null,
        "created_time": {
            "display_value": "Sep 6, 2019 05:30 AM",
            "value": "1567728017353"
        },
        "ciid": "18",
        "sip_user": null,
        "domain": null,
        "associated_roles": [
            {
                "name": "SDAdmin",
                "id": "3"
            },
            {
                "name": "ViewRequestsNotInAnySite",
                "id": "58"
            },
            {
                "name": "Resources not in any site",
                "id": "60"
            },
            {
                "name": "SDApprovePO",
                "id": "72"
            },
            {
                "name": "AERemoteControl",
                "id": "73"
            },
            {
                "name": "SDChangeManager",
                "id": "85"
            },
            {
                "name": "ViewRequester",
                "id": "94"
            },
            {
                "name": "DCAdmin",
                "id": "127"
            },
            {
                "name": "MDMPAdmin",
                "id": "132"
            }
        ],
        "status": "ACTIVE",
        "extension": null,
        "attachments": [],
        "ci_people_fields": {},
        "is_vipuser": false,
        "is_online": "1",
        "enable_telephony": false
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}



Show All Attributes

Delete a technician

DELETE /api/v3/technicians/{technician_id}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians/{technician_id} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Note : This operation will not work in multiple-instance. Users with Org Admin privilege can use the Orguser API to perform this.

Show All Attributes

Change as user

PUT /api/v3/technicians/change_as_user?ids={technician-ids}

Request Example

$ curl http://{SDP_BASE_URL}/api/v3/technicians/change_as_user?ids={technician-ids} \
      -H "authtoken: FC645540-6424-4A07-8A05-A865F4B8168A" \

Response Example

{
    "changes_as_user": {
        "response": "success"
    }
}



Show All Attributes