Service Request Mobile Application APIs
Enterprise IT
Owned by Enterprise IT
May 08, 2024
63 min read
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What's New?
Following SR related APIs are available for the Mobile Application:
- Retrieving SR Status Summary Counts
- Bulk Approval of Service Requests
- Retrieving User Pending Approvals of SRs
- Retrieving Group Approval Details
Authentication
To authenticate the APIs, use the Form or API login details. Create a user with the required role template access, use these details to authenticate, and execute the APIs. For more information, see Adding Users.
Retrieving SR Status Summary Counts
Use the following API Request to retrieve the status-wise total count of the SRs related to a specific Tenant or all Tenants.
API Details
Sample Request Expand source
{
"ServiceName": "SR_GetApprovalStatusSummaryCount",
"objCommonParameters": {
"Instance": "ALL",
"Status":"Rejected",
"_ProxyDetails": {
"Password": "XXXXXXXXXXX",
"ProxyID": 0,
"ReturnType": "JSON",
"UserName": "john@xyz.com",
"OrgID": "1"
}
}
}
Request Parameters
| Parameter Name | Type | Description | Notes |
|---|---|---|---|
Instance * | INTEGER | Name of the Instance. | For Example: Info |
Status * | STRING | Status of the SRs. | |
| * Indicates mandatory fields | |||
Sample Response Expand source
{
"Errors": "",
"Message": "",
"Output": "",
"TokenID": "F0865A662E5F6C3ABFD163AEF82E3D7C3D04795DD430CC1C24B900F2CA250F30DCE902B830906DD012587102613EFEFFAD37D6B18C037B2C4FB2D9268C151F98DB69DD140310B36E833D3C4D7
C1FEC01B3A79F5AD0017D23FD7097A94BF2CD32C8764A200175DA894F9D7B0F10FA86386CEC941B12942F71C354FB2FA915A7DDA011C339C4B1115A91FA9C74588C2A66",
"OrgID": 0,
"OutputObject": {
"Approval_Status_Summary_Counts": [
{
"All": 1,
"Pending for Approval": null,
"Approved": null,
"Rejected": 1,
"Forwarded": null,
"On Hold": null,
"Referred Back": null
}
]
},
"OutputID": 0,
"Input": null
}
Bulk Approval of Service Requests
Use the following API Request to approve the SRs in bulk. Also, you can reject, forward, keep the SRs on hold, and refer back the SRs in bulk using the below API Request.
API Details
Sample Request Expand source
{
"ServiceName": "SR_BulK_ApproveServiceCatalog_Workflow",
"objCommonParameters": {
"_ProxyDetails": {
"AuthType":"FORM",
"UserName": "john@xyz.com",
"Password": "XXXXXXXXXXX",
"APIKey":"",
"ProxyID": 0,
"TokenID": "",
"OrgID": "1",
"ReturnType": "JSON"
},
"ApprovalID":11,
"ServiceTicketIDS":"3723,3722,3721",
"Action":"FALSE",
"Remarks":"Ticket is Rejected from API ",
"ForwardApporvalID":8
}
}
Request Parameters
| Parameter Name | Type | Description | Notes |
|---|---|---|---|
ApporvalID | INTEGER | Unique Identification number of the Approver. | If the parameter value is not specified, the Request considers the User or API Key user as an approver. |
ServiceTicketIDS * | STRING | SR numbers that you want to approve in bulk. | Use comma separated to send multiple IDs for approval. |
| Action * | STRING | The values are as follows:
| |
| Remarks | STRING | Any additional information about the SRs. | |
| ForwardApporvalID | INTEGER | Unique Identification number of the Approver to whom the SRs are forwarded. | The value is mandatory when the Action value is forwardto. |
| * Indicates mandatory fields | |||
Sample Response Expand source
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "756DF022DE4F6C34A1316424963200096CEC01308BB4951CC01DF4150E9A1619924FD266595BDAF5302B0F3A7478560555F1AAD8AF17797A5EC970671C8BDB12D23AC0B1160B22323E5934832B57C9
89D5982EB13162F43CE364A3759C7BFC1C5536C94704CF59762BAB247221EA29CDF25382F41E8AE283359F4982F38D165F6217E8DF56FAE9224031413065631A3672DB04CB",
"OrgID": 0,
"OutputObject": [
{
"ServiceTicketID": "3723",
"Result": "Successfully changed the status of the service request"
},
{
"ServiceTicketID": "3722",
"Result": "Successfully changed the status of the service request"
},
{
"ServiceTicketID": "3721",
"Result": "Successfully changed the status of the service request"
}
],
"OutputID": 0,
"Input": null
}
Retrieving User Pending Approvals of SRs
Use the following API Request to:
- Quickly Search for the SRs by specifying the required SR ID, User Name, Service Catalog, or Category Name in the SearchKeyword parameter.
- Sort the SR list by Most recently logged SRs.
- Filter the approval list based on the Tenant, Caller, Status, SR ID (From and To), Log Time (From and To).
API Details
Sample Request Expand source
{
"ServiceName": "SR_GetUserPendingApprovals",
"objCommonParameters": {
"SR_RequiredParameters": {
"DelegationMode": false,
"DelegateeUserID": 0,
"LogSRForUserMode": false,
"LogSRForUserID": "1282"
},
"ServiceRequestProperty": {
"UserID": "1282",
"PageSize": 3,
"OrgID": "1",
"CurrentPageIndex": 0,
"Status": "ALL",
"SearchKeyword": "",
"Instance": "ALL",
"FromID": "",
"ToID": "",
"str_FromDate": "",
"str_ToDate": "",
"Caller": null,
"SortColumn": "LoggedOn",
"SortOrder": ""
},
"_ProxyDetails": {
"Password": "XXXXXXXX",
"RequestType": "mobile",
"AuthType": "FORM",
"SAASOrgID": "0",
"UserName": "john@xyz.com",
"TokenID": "24190D4B43796A044B6EF3DD9BD6C62F2410C8F43AB16507765EC68010B2FD20E189AB9054C208C761C14FFDC02F49C0021E665CF78AB570D76A7EBF935F00531E68FD869C644D9D5BA1E565A5
B74C2C50C6E90B478E5B6EB2D05C0AF0AE6EC96F76A034AA0A10CBCEF9E0099196CE34",
"LoginUID": 8038,
"OrgID": "1",
"ProxyID": 0,
"ReturnType": "JSON"
}
}
}
Request Parameters
| Parameter Name | Type | Description | Notes |
|---|---|---|---|
UserID * | STRING | Unique Identification number of the User. | |
PageSize * | INTEGER | Number of records that should be displayed per each page. | For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records. |
| OrgID * | STRING | Unique Identification number of the Organization. | |
| CurrentPageIndex * | INTEGER | Current Index of the page that you are looking into. | For Example: If each page contains 10 records and there are 10 pages. Items from 1 to 10 are displayed when you specify the CurrentPageIndex value as 1. |
| Status * | STRING | Status of the SRs that should be displayed. | Use comma separation to specify multiple Status. |
| SearchKeyword | STRING | Keyword of the required SR for searching. | |
| Instance * | STRING | Code of the Instance. | Use comma separation to specify multiple Instances. For Example: Info, Network |
| FromID | STRING | SR ID from which you want to filter. | |
| ToID | STRING | SR ID until which you want to filter. | |
| str_FromDate | STRING | You can select the date range to get the list of SRs. Specify the From Date of the SRs that you want to be displayed. | The format of From Date is YYYY-MM-DD. The From Date starts from 00:00:00 hrs of the selected date. |
| str_ToDate | STRING | You can select the date range to get the list of SRs. Specify the To Date of the SRs that you want to be displayed. | The format of From Date is YYYY-MM-DD. The To Date ends on 11:59:59 hrs of the selected date. |
| Caller | INTEGER | Unique Identification number of the Caller. | |
| SortColumn | STRING | Name of the Column that should be sorted. | |
| SortOrder | STRING | Order in which the Column should be sorted. | |
| * Indicates mandatory fields | |||
Sample Response Expand source
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "8693A57DBB3E0D1C13E293992E1DDDD3EB3BF87E2EFA419F2586AD9774D46ABB5BF1FF8B0315CBB33C47E08629A0FC52716E7D748B7A09523077B8B58883EF5180C10724EED82E88E036553216C
1F89FEA76EE618864226EFD4832BC6ED3E61BD0149D0AA3DAE31BFECAEC22B0BAAC47D01547AF4421766B1ED4A0567AED0E79C8285B6C",
"OrgID": 0,
"OutputObject": {
"ApprovalDetails": {
"ApprovalList": [
{
"ROWNUM": 1,
"TotalRows": 24,
"Ticket_ID": "3619",
"ServiceTicketID": "3695",
"ServiceTicketIdDisplay": "SR3695",
"LoggedOn": "2020-06-30 20:11:04",
"CallerName": "Peter",
"SupportFunctionName": "Approval",
"CategoryName": "Approval Workflow",
"CatalogName": "Approval Catalog",
"Status": "Pending for Approval",
"Type": "Notification",
"Customer": "Customer Name",
"Location": "Bangalore",
"Sup_Function": "UserP",
"CatalogID": 485,
"RequestorID": 397080,
"SR_Remarks": "fyeqtfyqgfcywvyewhgfyqgfyeqgequgquguqguq",
"CatalogFullPath": "Approval Workflow\\Approval Catalog",
"CurrentApprovalLevel": 1,
"TotalApprovalLevel": 1,
"IsMandatoryAvailable": 0,
"TicketActualStatus": "Pending for Approval",
"StatusSummery": " Pending for Approval=15, Pending for Approval (Forwarded)=8, Pending for Approval (On Hold)=1"
},
{
"ROWNUM": 2,
"TotalRows": 24,
"Ticket_ID": "2331",
"ServiceTicketID": "2368",
"ServiceTicketIdDisplay": "SR2368",
"LoggedOn": "2020-05-22 18:50:46",
"CallerName": "John",
"SupportFunctionName": "SR Tenant",
"CategoryName": "Approver Consolidated Mail",
"CatalogName": "Select Individiual- single level",
"Status": "Pending for Approval",
"Type": "Notification",
"Customer": "Customer Name",
"Location": "Whitefield",
"Sup_Function": "SRTent",
"CatalogID": 452,
"RequestorID": 11,
"SR_Remarks": null,
"CatalogFullPath": "Approver Consolidated Mail\\Select Individiual- single level",
"CurrentApprovalLevel": 1,
"TotalApprovalLevel": 1,
"IsMandatoryAvailable": 0,
"TicketActualStatus": "Pending for Approval",
"StatusSummery": " Pending for Approval=15, Pending for Approval (Forwarded)=8, Pending for Approval (On Hold)=1"
},
{
"ROWNUM": 3,
"TotalRows": 24,
"Ticket_ID": "2267",
"ServiceTicketID": "2299",
"ServiceTicketIdDisplay": "SR2299",
"LoggedOn": "2020-05-19 11:32:45",
"CallerName": "John",
"SupportFunctionName": "SR Tenant",
"CategoryName": "SR_Workflow",
"CatalogName": "Conditional approval 2",
"Status": "Pending for Approval (Forwarded)",
"Type": "Notification",
"Customer": "Customer Name",
"Location": "Whitefield",
"Sup_Function": "SRTent",
"CatalogID": 1749,
"RequestorID": 11,
"SR_Remarks": null,
"CatalogFullPath": "SR_Workflow\\Conditional approval 2",
"CurrentApprovalLevel": 1,
"TotalApprovalLevel": 1,
"IsMandatoryAvailable": 0,
"TicketActualStatus": "Pending for Approval",
"StatusSummery": " Pending for Approval=15, Pending for Approval (Forwarded)=8, Pending for Approval (On Hold)=1"
}
],
"Status": [
{
"CM_ID": 975,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Pending for Approval",
"CM_Sort": 1,
"CM_ValueInt": null,
"CM_ValueStr": "Pendingforapproval",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 976,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Approved",
"CM_Sort": 2,
"CM_ValueInt": null,
"CM_ValueStr": "Approved",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 977,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Rejected",
"CM_Sort": 3,
"CM_ValueInt": null,
"CM_ValueStr": "Rejected",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 978,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Forwarded",
"CM_Sort": 4,
"CM_ValueInt": null,
"CM_ValueStr": "Forwarded",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 1062,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "On Hold",
"CM_Sort": 5,
"CM_ValueInt": null,
"CM_ValueStr": "OnHold",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 2291,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Referred Back",
"CM_Sort": 6,
"CM_ValueInt": null,
"CM_ValueStr": "ReferredBack",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
}
],
"DelegatedUser": []
}
},
"OutputID": 0,
"Input": null
}
Retrieving Group Approval Details
Use the following API Request to retrieve the group approval details such as ID, Name, and E-mail ID.
API Details
SR_GetMyRequestDetails
Sample Request Expand source
{
"ServiceName": "SR_GetMyRequestDetails",
"objCommonParameters": {
"JSONServiceRequestProperty": "{\"UserID\": \"1282\",\"OrgID\": \"1\",\"PageSize\": 20,\"TicketNo\": \"2216\",\"Instance\":\"Info\",\"PageName\":\"\"}",
"_ProxyDetails": {
"Password": "XXXXX",
"UserName": "john@xyz.com",
"AuthType": "FORM",
"ProxyID": 0,
"TokenID": "",
"OrgID": "1",
"ReturnType": "JSON"
},
"SR_RequiredParameters": {
"LogSRForUserMode": false,
"LogSRForUserID": "10",
"DelegationMode": false,
"DelegateeUserID": 0
}
}
}
Request Parameters
| Parameter Name | Type | Description | Notes |
|---|---|---|---|
UserID * | STRING | Unique Identification number of the User. | |
PageSize * | INTEGER | Number of records that should be displayed per each page. | For Example: Consider you specified the PageSize value as 100. Based on the CurrentPageIndex, the API Response displays 100 records. |
| OrgID * | STRING | Unique Identification number of the Organization. | |
| TicketNo * | INTEGER | Unique Identification number of the SR. | |
| Instance * | STRING | Code of the Instance. | Use comma separation to specify multiple Instances. For Example: Info, Network |
| PageName | STRING | Name of the page. | |
| * Indicates mandatory fields | |||
Sample Response Expand source
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "F16AAE94790E2BC6456A9C6413C233781508E93E2EBC93723AB2B01BFD9E177FAB7F788CF1837DE23BC15C6C19CF72CD265BD2DEE9F0D000B8A0911F6CB2119A32198E75E4CB5B0F15ABFAD9
C3C44ED544A0789FB9B962108FDB89F619B83666615B003121122592E2C4A028F5E1BF9BD2FC75302F3B901E518840A50258307A19E3A22D",
"OrgID": 0,
"OutputObject": {
"SRDetails": {
"SRTicketDetails": {
"DynamicConnectionString": null,
"SRequest": {
"ResolveSRUsingLastWO": false,
"EnableConditionalSRValue": false,
"CatalogType": null,
"ValidityStartDate": "0001-01-01T00:00:00",
"ValidityEndDate": "0001-01-01T00:00:00",
"IsServiceRequiredValidity": false,
"IsExtended": false,
"IsDicommissioned": false,
"DicommissionIncidentID": 0,
"ExtendedParentSRTicketNo": 0,
"ExtendedChildSRTicketNo": 0,
"WorkGroupID": 0,
"WorkgroupName": "SR Group",
"Classification": 0,
"Urgency": 0,
"Impact": 0,
"Priority": 0,
"SLA": 0,
"Classification_Name": "",
"Urgency_Name": null,
"Impact_Name": null,
"Priority_Name": null,
"SLA_Name": null,
"Location": 0,
"IncidentConvertedToSR": false,
"IncidentTicketID": 0,
"GUID": null,
"Mail_CC_EmailID": null,
"Mail_CC_UserID": null,
"OrgID": 1,
"SupportFunction": "SRTent",
"SupportFunctionName": "SR Tenant",
"ServiceTicketID": 4761,
"ServiceTicketIDDisplay": "SR4761",
"Status": "New",
"LoggedOn": "2020-08-04T13:07:25.99",
"LoggedBy": 8,
"Requestor": "Neha Kumar",
"RequestType": null,
"CategoryID": 9,
"CategoryName": "SR Service broker",
"CatalogID": 41,
"CatalogName": "User Group Service Broker",
"CatalogDescription": "",
"CatalogImage": null,
"NoOfApprovals": 1,
"ApprovalDetails": "<table id=\"tblApprovalDetails\" class=\"mstGV table-responsive table\"><tr>\r\n <th width=\"14%\">Approvals</th>\r\n <th width=\"20%\">Name</th>\r\n <th width=\"15%\">Status</th>\r\n <th width=\"15%\">Date</th>\r\n <th>Remarks</th>\r\n <th width=\"12%\">Refer Back</th>\r\n </tr><tr class=\"OTHER\"><td> Approval 1 </td><td> User Group (Do not use this user group) Group Approval </td><td> <div Style=\"display:block\" class=\"col-xs-1 col-sm-1 col-md-1\" id=\"div_approvalDetails1\"> <button type=\"button\" class=\"btn btn-default btnShowApprover\" id=\"btnShowApprover1\" style=\"border-width:0px;\" onclick=\"fnShowApproverDetailsForTable('6799,397339,397094,397080')\">\r\n <span class=\"approvals-icon top-icon pad-left-zero\" ></span>\r\n </button></div> Pending </td><td> <DateTime></DateTime> </td><td> </td><td> </td></tr></table>",
"JustificationRemarks": "oio uh ouij oi j poi upo 9up o p pou",
"StrCatalogId": null,
"IsReferBack": false,
"VendorDependent": false,
"VendorName": null,
"CancellationRemarks": null,
"CurrentUserID": 0,
"Quantity": 0,
"TotalCost": 0,
"ExpectedDate": "0001-01-01T00:00:00",
"Symptom": null,
"ServiceRequestType": 0,
"ToBeLinkedTicketID": 0,
"Updated_By": 8,
"IsEntitled": false,
"TicketDetailList": null,
"TicketMVAttributeDetailList": null,
"ActiveMVAttributeDetailsUID": null,
"ValidityMaxPeriod": 0,
"TicketApprovalDetails": null,
"LinkRelations": null,
"TicketStatus": null,
"TicketMedium": null,
"TicketUserAttributeDetailList": null,
"EmpID": "SU0227",
"EmailID": "Neha.Kumar@symphonysummit.com",
"ContactNo": "3333333333333333333",
"LocationName": "Walldorf",
"Designation": "Associate Developer",
"Request_Assigned_enginner": 0,
"Request_Assigned_enginner_name": null,
"CustomFields": null,
"RequestorID": 8,
"RequestorLocationID": null,
"WorkgroupID": 4,
"PageName": null,
"HasCompleteApprovalFlow": true,
"WorkflowID": 19,
"LastActivityID": null,
"CurrentLevel": null,
"IsCart": null,
"CartID": null,
"DOJ": "0001-01-01T00:00:00",
"Address": null,
"Customer": null,
"UserLocation": null,
"UserLevel": null,
"ReportingManager": null,
"Country": null,
"State": null,
"SelectedAssets": "",
"EnableUserAssets": false,
"ActualRemarks": "oio uh ouij oi j poi upo 9up o p pou",
"ActualRemarksWithOutHtml": null,
"IsAuthorizedUser": true,
"EnableConfigurationItem": false,
"PageMode": null,
"PageSource": null,
"CallerMessageKey": null,
"IsChatSessionExpired": false,
"ConversationId": null,
"AISuggestion": null,
"PackageDescription": null,
"PackageCatalogOrder": 0,
"PackageCreationTransactionID": 0,
"CallRecordID": 0
},
"STicket": {
"Org_ID": 1,
"TicketID": 4677,
"TicketNo": 4761,
"strTicketNo": "SR4761",
"strTicketNumbers": null,
"Reg_Time": "2020-08-04T13:07:26.303",
"Formatted_RegTime": null,
"ActualRegTime": "2020-08-04T13:07:26.303",
"Formatted_ActualRegTime": null,
"Sup_Function": "SRTent",
"Sup_Function_Name": "SR Tenant",
"Customer": 3366,
"Status": "Pending for Approval",
"Medium": "Web",
"LoggedBy": 8,
"LoggedBy_Name": null,
"Caller": 8,
"Caller_Name": "Neha Kumar",
"Description": "New Service Request raised for -SR Service broker\\User Group Service Broker",
"Assigned_Workgroup": 4,
"Assigned_Workgroup_Name": "SR Group",
"Assigned_Engineer": null,
"Assigned_Engineer_Name": null,
"Assigned_Engineer_Email": null,
"ManualEscalationLevelID": 0,
"ManualEscalationRemarks": null,
"Closure_Code": 0,
"ClosureCodeName": null,
"Category": 9,
"CatalogID": 0,
"Category_Name": "SR Service broker\\User Group Service Broker",
"ResolveSRUsingLastWO": false,
"Repeat_Call": false,
"Updated_Time": "2020-08-04T07:37:30.523",
"ScheduledDate": "0001-01-01T00:00:00",
"NotificationMethod": 0,
"TicketClosingMode": null,
"DoNotUpdateChildPriority": false,
"UserID": 0,
"PendingReason": null,
"Response_Deadline": null,
"Response_Time": null,
"Resolution_Deadline": null,
"Resolution_Time": null,
"ClosureCategory": 0,
"ClosureCategory_Name": "",
"Response_SLA_Reason": null,
"Resolution_SLA_Reason": null,
"Target_Completion_Date": "0001-01-01T00:00:00",
"IsSMSEnabled": false,
"ResolutionCode": 0,
"ResolutionCodeName": null,
"CallerLocation": 3360,
"WorkGroupID": 0,
"WorkgroupName": null,
"Classification": 0,
"Urgency": 0,
"Impact": 0,
"Priority": 16,
"SLA": 26,
"Classification_Name": "",
"Urgency_Name": null,
"Impact_Name": null,
"Priority_Name": "TP",
"SLA_Name": "Regression Testing1",
"Location": 3360,
"IncidentConvertedToSR": false,
"IncidentTicketID": 0,
"GUID": null,
"Mail_CC_EmailID": null,
"Mail_CC_UserID": null,
"Pending_Code": null,
"FromEmail": null,
"FromName": null,
"CurrentUser": 0,
"NotificationMethodName": null,
"Response_SLA_Met": null,
"Resolution_SLA_Met": null,
"Source": null,
"CC_Email": null,
"CC_UserID": null,
"ParentTicketID": null,
"IsApproved": false,
"Noofapprovals": 1,
"TransferTicket": false,
"TransferChildTicket": false,
"ChildTicketsCount": 0,
"ChildWorkorderCount": 0,
"FCRTicket": false,
"FCRComments": null,
"FirstWorkgroup": 0,
"FCRUpdateDetailsFlag": false,
"AttachmentHistoryAdded": null,
"AttachmentHistoryDeleted": null,
"SupportFunctionName": "SR Tenant",
"Reopen_Call": false,
"AssignedEngineer_OLD": 0,
"IsCartEnabled": false,
"EPROC_EnableRelationship": false,
"SR_ManualClose_Override": false,
"Caller_EmailID": null,
"AutoResolveIncidentFromSR": false,
"AutoResolveIncidentID": 0,
"EnableAssetAllocation": false,
"IsFeedbackEnabled": false,
"SelectedAssets": null,
"ActualRemarksWithOutHtml": null,
"FollowUpCallCount": 0,
"AttachmentList": null,
"SubWorkgroupID": 0,
"SubWorkgroupName": null,
"ConversationId": null,
"AISuggestion": null,
"CancelRemarks": null,
"Notify_WorkgroupOwner_Onchange_Analyst": false,
"SR_Notify_WorkgroupOwner_Onchange_Analyst": null,
"WorkgroupOwnerName": null,
"WorkgroupOwnerEmailId": null,
"Allow_Analyst_EditDescription": false,
"Ticket_No": 0,
"SR_Resolved_MailsToExecutive": false
},
"STicketInformation": {
"Information": "oio uh ouij oi j poi upo 9up o p pou",
"Solution": null,
"UserLog": null,
"InternalLog": null,
"ClosureRemarks": null,
"FollowUpRemarks": null
},
"CatalogAttributeList": [],
"SCatalog": null,
"SUser": null,
"SApprovalDetailsList": [
{
"ServiceTicketApproveID": 3594,
"ServiceTicketID": 4761,
"ApproverID": 0,
"ApproverTypeID": "Group",
"AllApprover": "6799,397339,397094,397080",
"ApproverName": "User Group (Do not use this user group) Group Approval",
"IsApproved": null,
"ApprovalDate": "0001-01-01T00:00:00",
"ApprovalRemarks": null,
"IsForwardTo": null,
"ForwardToAllApprover": null,
"IsForwardToApproved": null,
"ForwardApproverName": null,
"ForwardToApprovalDate": "0001-01-01T00:00:00",
"ForwardToApprovalRemarks": null,
"IsForwardToCurrentApprover": false,
"ConditionalApprovalStatus": null,
"ApprovalOnHold": null,
"ApprovalLevel": 1,
"CurrentApprover": true,
"IsReferredBack": false,
"ReferredBackLevel": 0,
"ReferredBackDate": "0001-01-01T00:00:00",
"ReferredBackRemarks": null,
"ReferredBackBy": 0,
"SkipApproval": false,
"LevelName": "Approver1ID",
"ApproverRole": null,
"WorkflowActivityID": 62,
"NotificationIDs": null,
"Title": "User Group",
"CustomGroupID": null,
"HasCompleteApprovalFlow": true,
"ApprovedBy": null,
"EnableSendMailForApprover": null,
"SkipColumnDesc": "",
"ActivityGroupTitle": "",
"AllcustomApprover": null,
"EmailNotification": null,
"GroupApproverJSON": "{\"Approver\":[{\"UserID\":6799,\"UserName\":\"Sweedle\",\"EmailID\":\"sweedle@symphonysummit.com\",\"Designation\":\"\"},{\"UserID\":397339,\"UserName\":\"SR3\",\"EmailID\":\"SR3@test.com\",\"Designation\":\"\"},{\"UserID\":397094,\"UserName\":\"Megha Natraj\",\"EmailID\":\"megha.natraj24@symphonysummit.com\",\"Designation\":\"\"},{\"UserID\":397080,\"UserName\":\"Priyanka KS\",\"EmailID\":\"priyanka.ks@symphonysummit.com\",\"Designation\":\"Project Trainee\"}]}"
}
],
"SRPackageCatalogMappings": null,
"masterDataContainer": null,
"serviceticketDetailContainer": null,
"ServiceCatalogImageByte": null,
"UserAttributeList": [],
"UserAttributeListValues": null,
"FeedbackConfigValues": null,
"SRReferredBack": {
"ReferredBackBy": "-",
"ReferredBackDate": "1900-01-01T00:00:00",
"ReferredBackRemarks": "-",
"ApproverRole": "-",
"IsReferredBack": false
},
"LstSRPackageCreated": null,
"SRPackageRequest": null,
"CCDetails": null,
"DVData": null,
"EscalationConfiguration": null,
"DSData": null
},
"StatusList ": [
{
"CM_ID": 975,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Pending for Approval",
"CM_Sort": 1,
"CM_ValueInt": null,
"CM_ValueStr": "Pendingforapproval",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 976,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Approved",
"CM_Sort": 2,
"CM_ValueInt": null,
"CM_ValueStr": "Approved",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 977,
"Parent_ID": 0,
"CM_Type": "SRApproveListStatus",
"CM_Value": "Rejected",
"CM_Sort": 3,
"CM_ValueInt": null,
"CM_ValueStr": "Rejected",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
}
],
"DropDownList ": [],
"Attachments ": [],
"MultiValueAttribute": [],
"UserCommunications": [],
"InstanceSetting": {
"ConfigIncomplete": true,
"TicketClosingMode": "Manual",
"AutoClosingDays": 0,
"EnableKBPopup": true,
"FCROption": false,
"FCRConfigured": false,
"EnableEfforts": true,
"EnableStopWatch": false,
"EnableAnalyticalSearch": false,
"EnableMajorIncident": false,
"EnableVoiceConference": false,
"EnableClosureCategory": false,
"EffortWatchMode": 2,
"ConvertIncidentToRequestMode": null,
"EnableBulkUpdateList": true,
"EnableTroubleshootingtabDetails": true,
"EnablePartnerInfotabDetails": true,
"EnableRunBookAutotabDetails": true,
"EnableCategoryParentNode": false,
"EnableClassificationParentNode": false,
"EnableChangeCaller": false,
"EnableAdditionalInfo": true,
"EnableAttachment": true,
"EnableDeleteAttachmentByExecutive": true,
"EnableDeleteAttachmentByUser": true,
"EnableAssignReopenedToWG": false,
"EnableManualIncidentCancellation": false,
"AllowWorkgroupOwnerToEditPriority": true,
"ViewOtherWgIncidentDetail": true,
"IM_Symptom_MinChar": 10,
"IM_Description_MinChar": 20,
"SR_Symptom_MinChar": 0,
"SR_Description_MinChar": 0,
"EnableCallerSelection": false,
"SRRemarksLabel": "Remarks",
"DisableCategoryForAnalyst": false,
"DisableClassificationForAnalyst": false,
"SR_RemarksDisplay": 1,
"ValidateImpactOnChange": true,
"ValidateUrgencyOnChange": true,
"ValidatePriorityOnChange": true,
"ValidateWorkgroupOnChange": true,
"PriorityValidationOrder": null,
"HideMailToCaller": false,
"FeedbackMandatoryIM": false,
"FeedbackMandatorySR": true,
"LimitTransferWorkgroup": false,
"IM_EnableSecondaryAnalyst": false,
"IM_EnableAutoAssignTickets": false,
"SR_IsCartEnabled": true,
"EnableEffortsByPendingStatus": false,
"EnableEffortsByResolvedStatus": false,
"EnableEffortsByWorkgroup": false,
"EnableEffortsByAssignedExecutive": false,
"IM_EnableKBOnIncidentResolve": false,
"IM_FeedBack_Enabled": false,
"SR_FeedBack_Enabled": false,
"IM_CategorySortOrder": 0,
"IM_ClassificationSortOrder": 0,
"SR_CatalogSortOrder": 0,
"SR_ClassificationSortOrder": 0,
"IM_EnablePendingToActive": false,
"EnableChecklistTab": true,
"EnableAdditionalInformationTab": true,
"EnableTfsTab": false,
"RDEnableScreenConnect": false,
"RDURL": null,
"RDURLDisplayName": null,
"RDUsername": null,
"RDPassword": null,
"RDIsCloudEnable": false,
"EnableEvaluation": false,
"ETREnabled": false,
"UserCom_MinChar": 0,
"PrivateLog_MinChar": 0,
"Solution_MinChar": 0,
"EnableFollowUpCallCount": true,
"PM_DisableCategory": false,
"PM_DisableClassification": false,
"PM_RestrictClosureByAnalyst": false,
"PM_EnableResolutionCode": false,
"PM_DisableImpact": false,
"PM_DisableUrgency": false,
"PM_DisablePriority": false,
"IM_EnableFollowUp": false,
"PM_EnablePreAuthorization": false,
"EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_SR": false,
"EnablechkboxInlistFilter_AnalystupdateTicketfrmMail_IM": false,
"IM_SR_Enable_All_Customer_and_Caller": false,
"IM_SR_Enable_Own_Customer_and_Caller": false,
"Notify_WorkgroupOwner_Onchange_Analyst": false,
"KM_EnableApproverEditable": false,
"KM_EnablePublisherEditable": false,
"Description_MaxChar": 0,
"Description_RestrictImage": false,
"Allow_Analyst_EditSymptom": false,
"Allow_Analyst_EditDescription": false,
"Enable_Location_For_Analyst": false,
"Feedback_Message": "",
"PM_ViewOtherWorkGroupPMs": false,
"CallToIncidentRouting": 0,
"CL_EnableChangeCaller": false,
"AssetAccept_MailIDs": null,
"PM_AuthorizationMode": false
},
"MySRPageFields": [
{
"MasterPageFieldID": 16,
"OrgID": 1,
"Instance": "SRTent",
"ActualMappingColumn": "Instance",
"FieldText": "Instance",
"CustomControlID": null,
"CustomerID": 3366,
"SortOrder": 1,
"Active": 1,
"DisplayControlID": 1,
"ID": 16,
"fieldvalue": "",
"DataType": ""
},
{
"MasterPageFieldID": 17,
"OrgID": 1,
"Instance": "SRTent",
"ActualMappingColumn": "Source",
"FieldText": "Source",
"CustomControlID": null,
"CustomerID": 3366,
"SortOrder": 2,
"Active": 1,
"DisplayControlID": 1,
"ID": 17,
"fieldvalue": "",
"DataType": ""
}
]
}
},
"OutputID": 0,
"Input": null
}
SR_GetApprovarCatalogDetails_Workflow
Sample Request Expand source
{
"ServiceName": "SR_GetApprovarCatalogDetails_Workflow",
"IsEncryptionEnabled": false,
"objCommonParameters": {
"_ProxyDetails": {
"Password": "XXXXXXXX",
"TokenID": "",
"AuthType": "FORM",
"SAASOrgID": "0",
"ProxyID": 0,
"LoginUID": 0,
"UserName": "john@xyz.com",
"OrgID": "1",
"ReturnType": "JSON"
},
"objSRServiceTicket": {
"DelegationMode": false,
"TicketID": "2193",
"DelegateeUserID": 0,
"ApprovalDelegatedId": 0,
"Org_ID": "1"
}
}
}
Request Parameters
| Parameter Name | Type | Description | Notes |
|---|---|---|---|
DelegationMode * | BOOLEAN | Is the delegation enabled? | The value is either true or false. |
| OrgID * | STRING | Unique Identification number of the Organization. | |
| TicketID * | INTEGER | Unique Identification number of the SR. | |
| DelegateeUserID | INTEGER | Unique Identification number of the user who is delegated with. | |
| ApprovalDelegatedId | INTEGER | Unique Identification number of the approver who approves the delegation. | |
| * Indicates mandatory fields | |||
Sample Response Expand source
{
"Errors": "",
"Message": null,
"Output": "",
"TokenID": "24076AC7BCCF3EDBB3D5FEAA4377E66F5D20148DE139E46B1D94701A41DE641257ADB49C6B45D6535E0DBBC8CC7E1F60B3659A015102F48F5D9C2449A2A0A92EEDDF544A9709AA9D0
A09217EF2BB89AF4CB0312D74424DC729399A38F812474DCBA8E674EB0072D8B5617DDA1B9933FD76AE134F51E07AB5D9957B77EC90E03504294BBD",
"OrgID": 0,
"OutputObject": {
"ApprovalDetails": {
"ServiceRequestProperty": {
"DynamicConnectionString": null,
"SRequest": {
"ResolveSRUsingLastWO": false,
"EnableConditionalSRValue": false,
"CatalogType": null,
"ValidityStartDate": "0001-01-01T00:00:00",
"ValidityEndDate": "0001-01-01T00:00:00",
"IsServiceRequiredValidity": false,
"IsExtended": false,
"IsDicommissioned": false,
"DicommissionIncidentID": 0,
"ExtendedParentSRTicketNo": 0,
"ExtendedChildSRTicketNo": 0,
"WorkGroupID": 0,
"WorkgroupName": "Workgroup 1",
"Classification": 0,
"Urgency": 0,
"Impact": 0,
"Priority": 0,
"SLA": 0,
"Classification_Name": "",
"Urgency_Name": null,
"Impact_Name": null,
"Priority_Name": null,
"SLA_Name": null,
"Location": 0,
"IncidentConvertedToSR": false,
"IncidentTicketID": 0,
"GUID": null,
"Mail_CC_EmailID": null,
"Mail_CC_UserID": null,
"OrgID": 1,
"SupportFunction": "SRORC",
"SupportFunctionName": "SR Orchastration Testing",
"ServiceTicketID": 2225,
"ServiceTicketIDDisplay": "SR2225",
"Status": "Approved",
"LoggedOn": "2020-04-13T11:11:15",
"LoggedBy": 11,
"Requestor": "john",
"RequestType": null,
"CategoryID": 59,
"CategoryName": "SR Orchestration",
"CatalogID": 1737,
"CatalogName": "No Approver",
"CatalogDescription": "",
"CatalogImage": null,
"NoOfApprovals": 0,
"ApprovalDetails": "",
"JustificationRemarks": null,
"StrCatalogId": null,
"IsReferBack": false,
"VendorDependent": false,
"VendorName": null,
"CancellationRemarks": null,
"CurrentUserID": 0,
"Quantity": 0,
"TotalCost": 0,
"ExpectedDate": "0001-01-01T00:00:00",
"Symptom": null,
"ServiceRequestType": 0,
"ToBeLinkedTicketID": 0,
"Updated_By": 11,
"IsEntitled": false,
"TicketDetailList": null,
"TicketMVAttributeDetailList": null,
"ActiveMVAttributeDetailsUID": null,
"ValidityMaxPeriod": 0,
"TicketApprovalDetails": null,
"LinkRelations": null,
"TicketStatus": null,
"TicketMedium": null,
"TicketUserAttributeDetailList": null,
"EmpID": null,
"EmailID": "john@xyz.com",
"ContactNo": "XXXXXXXXXX",
"LocationName": "Whitefield",
"Designation": "",
"Request_Assigned_enginner": 0,
"Request_Assigned_enginner_name": null,
"CustomFields": null,
"RequestorID": 11,
"RequestorLocationID": null,
"WorkgroupID": 141,
"PageName": null,
"HasCompleteApprovalFlow": true,
"WorkflowID": 0,
"LastActivityID": null,
"CurrentLevel": null,
"IsCart": null,
"CartID": null,
"DOJ": "0001-01-01T00:00:00",
"Address": null,
"Customer": null,
"UserLocation": null,
"UserLevel": null,
"ReportingManager": null,
"Country": null,
"State": null,
"SelectedAssets": "",
"EnableUserAssets": false,
"ActualRemarks": null,
"ActualRemarksWithOutHtml": null,
"IsAuthorizedUser": false,
"EnableConfigurationItem": false,
"PageMode": null,
"PageSource": null,
"CallerMessageKey": null,
"IsChatSessionExpired": false,
"ConversationId": null,
"AISuggestion": null,
"PackageDescription": null,
"PackageCatalogOrder": 0,
"PackageCreationTransactionID": 0,
"CallRecordID": 0
},
"STicket": {
"Org_ID": 1,
"TicketID": 2193,
"TicketNo": 2225,
"strTicketNo": "SR2225",
"strTicketNumbers": null,
"Reg_Time": "2020-04-13T11:11:17.073",
"Formatted_RegTime": null,
"ActualRegTime": "2020-04-13T11:11:17.073",
"Formatted_ActualRegTime": null,
"Sup_Function": "SRORC",
"Sup_Function_Name": "SR Orchastration Testing",
"Customer": 3096,
"Status": "Closed",
"Medium": "Web",
"LoggedBy": 11,
"LoggedBy_Name": null,
"Caller": 11,
"Caller_Name": "Peter",
"Description": "New Service Request raised for -SR Orchestration\\No Approver",
"Assigned_Workgroup": 141,
"Assigned_Workgroup_Name": "Workgroup 1",
"Assigned_Engineer": 397080,
"Assigned_Engineer_Name": "Samuel",
"Assigned_Engineer_Email": null,
"ManualEscalationLevelID": 0,
"ManualEscalationRemarks": null,
"Closure_Code": 22,
"ClosureCodeName": "Close 1",
"Category": 59,
"CatalogID": 0,
"Category_Name": "SR Orchestration\\No Approver",
"ResolveSRUsingLastWO": false,
"Repeat_Call": false,
"Updated_Time": "2020-04-13T06:16:33.377",
"ScheduledDate": "0001-01-01T00:00:00",
"NotificationMethod": 1,
"TicketClosingMode": null,
"DoNotUpdateChildPriority": false,
"UserID": 0,
"PendingReason": null,
"Response_Deadline": "2020-04-13T11:20:00",
"Response_Time": "2020-04-13T11:21:03.957",
"Resolution_Deadline": "2020-04-13T11:28:00",
"Resolution_Time": "2020-04-13T11:26:05.743",
"ClosureCategory": 0,
"ClosureCategory_Name": "",
"Response_SLA_Reason": "1.\tDiscussed with the SM Team Regarding Orchestration issues.1.\tDiscussed with the SM Team Regarding Orchestration issues.",
"Resolution_SLA_Reason": null,
"Target_Completion_Date": "0001-01-01T00:00:00",
"IsSMSEnabled": false,
"ResolutionCode": 22,
"ResolutionCodeName": null,
"CallerLocation": null,
"WorkGroupID": 0,
"WorkgroupName": null,
"Classification": 43,
"Urgency": 17,
"Impact": 26,
"Priority": 30,
"SLA": 22,
"Classification_Name": "Child Node/Child Node2",
"Urgency_Name": "U1",
"Impact_Name": "Imp5",
"Priority_Name": "p4",
"SLA_Name": "24/7 SLA",
"Location": 0,
"IncidentConvertedToSR": false,
"IncidentTicketID": 0,
"GUID": null,
"Mail_CC_EmailID": null,
"Mail_CC_UserID": null,
"Pending_Code": null,
"FromEmail": null,
"FromName": null,
"CurrentUser": 0,
"NotificationMethodName": null,
"Response_SLA_Met": false,
"Resolution_SLA_Met": true,
"Source": null,
"CC_Email": null,
"CC_UserID": null,
"ParentTicketID": null,
"IsApproved": true,
"Noofapprovals": 0,
"TransferTicket": false,
"TransferChildTicket": false,
"ChildTicketsCount": 0,
"ChildWorkorderCount": 0,
"FCRTicket": false,
"FCRComments": null,
"FirstWorkgroup": 141,
"FCRUpdateDetailsFlag": false,
"AttachmentHistoryAdded": null,
"AttachmentHistoryDeleted": null,
"SupportFunctionName": "SR Orchastration Testing",
"Reopen_Call": false,
"AssignedEngineer_OLD": 0,
"IsCartEnabled": false,
"EPROC_EnableRelationship": false,
"SR_ManualClose_Override": false,
"Caller_EmailID": null,
"AutoResolveIncidentFromSR": false,
"AutoResolveIncidentID": 0,
"EnableAssetAllocation": false,
"IsFeedbackEnabled": false,
"SelectedAssets": null,
"ActualRemarksWithOutHtml": null,
"FollowUpCallCount": 0,
"AttachmentList": null,
"SubWorkgroupID": 0,
"SubWorkgroupName": null,
"ConversationId": null,
"AISuggestion": null,
"CancelRemarks": null,
"Notify_WorkgroupOwner_Onchange_Analyst": false,
"SR_Notify_WorkgroupOwner_Onchange_Analyst": null,
"WorkgroupOwnerName": null,
"WorkgroupOwnerEmailId": null,
"Allow_Analyst_EditDescription": true,
"Ticket_No": 0,
"SR_Resolved_MailsToExecutive": false
},
"STicketInformation": null,
"CatalogAttributeList": null,
"SCatalog": null,
"SUser": null,
"SApprovalDetailsList": null,
"SRPackageCatalogMappings": null,
"masterDataContainer": null,
"serviceticketDetailContainer": null,
"ServiceCatalogImageByte": null,
"UserAttributeList": null,
"UserAttributeListValues": null,
"FeedbackConfigValues": null,
"SRReferredBack": null,
"LstSRPackageCreated": null,
"SRPackageRequest": null,
"CCDetails": null,
"DVData": null,
"EscalationConfiguration": null,
"DSData": null
},
"IsToEnableControl": false,
"CurrentApprovalLevel": "",
"CurrentApproverId": "",
"CurrentUserIsApprover": false,
"ApprovalDropdown": [
{
"CM_ID": 969,
"Parent_ID": 0,
"CM_Type": "SRApproveStatus",
"CM_Value": "Approved",
"CM_Sort": 1,
"CM_ValueInt": null,
"CM_ValueStr": "true",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 970,
"Parent_ID": 0,
"CM_Type": "SRApproveStatus",
"CM_Value": "Rejected",
"CM_Sort": 2,
"CM_ValueInt": null,
"CM_ValueStr": "false",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 971,
"Parent_ID": 0,
"CM_Type": "SRApproveStatus",
"CM_Value": "Refer Back",
"CM_Sort": 3,
"CM_ValueInt": null,
"CM_ValueStr": "REFERBACK",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 972,
"Parent_ID": 0,
"CM_Type": "SRApproveStatus",
"CM_Value": "Forward To",
"CM_Sort": 4,
"CM_ValueInt": null,
"CM_ValueStr": "FORWARDTO",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
},
{
"CM_ID": 973,
"Parent_ID": 0,
"CM_Type": "SRApproveStatus",
"CM_Value": "On Hold",
"CM_Sort": 5,
"CM_ValueInt": null,
"CM_ValueStr": "ONHOLD",
"SystemVal": true,
"Active": true,
"Org_Id": 1,
"TimezoneID": null
}
],
"CatalogApprovers": [],
"UserAttributeGroup": [],
"UserAttributes": [],
"UserMVAttributes": [],
"ApproverAttributes": [],
"ServiceCatalogList": [],
"MVApprovarAttributes": [],
"BaseUrl": "",
"NewServiceTicket": [],
"ReferBackLevel": [],
"CurrentLevelApprovers": "",
"DropDownList ": [],
"EnableReferBackToPrevApprovers": "true",
"EnableReferBackToRequestor": "true",
"UserCommunications": []
}
},
"OutputID": 0,
"Input": null
}
Enhancements
Feedback Status for Incidents or Service Requests
Now, the following APIs provide the feedback status of the respective IM or SR with the parameter IsFeedBackProvided in the Response. The value of the parameter can be 0 or 1. The value 0 indicates that there is no feedback and the value 1 indicates the IM or SR has a feeback.
- IM_GetMyIncidents
SR_GetMyRequestList
Same Information for both Message and Output Parameters
Now, the following API provides the same information for both the Message and Output parameters in the Response.
- SR_ApproveServiceCatalog_Workflow
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