Request Related Operations
While invoking the request related operations through API, the operation defined are based on the parameter value, and the developer needs to submit a request to the url via HTTP POST or GET method.
NOTE: Before proceeding with the request related operations and its corresponding parameters, please note that the parameters are case sensitive and should be used as defined.
The following operations can be performed on a request through API,
Add Request
Through this operation, you can add requests.
URL Format
|
The URL format for the Request operation - Add
For xml output
http://<server-name>:<port-number>/api/xml/addRequest
For json output
http://<server-name>:<port-number>/api/json/addRequest
|
Parameters
The parameters that needs to be passed via HTTP method for adding a new request are as follows,
|
Parameter
|
Value
|
Description
|
|
email
|
string
|
Email address of the contact.
|
|
product
|
string
|
Product for which the request is raised.
|
|
status
|
string
|
Status of the new request. Generally, the status is Open.
|
|
level
|
string
|
Denotes the complexity of the new request.
|
|
priority
|
string
|
Denotes the priority (importance) of the request.
|
|
category
|
string
|
Denotes the category of the request.
|
|
subCategory
|
string
|
Denotes the subcategory of the request.
|
|
item
|
string
|
Denotes the item of the request.
|
|
group
|
string
|
Group to which the request was assigned.
|
|
supportRep
|
string
|
Support Rep assigned to the request.
|
|
subject
|
string
|
Subject of the new request.
|
|
description
|
string
|
Description of the new request.
|
|
businessUnit
|
string
|
Business Unit
|
|
UDF Alias Name
|
string
|
Name of the UDF field specified while creating the field.
|
|
fileContent
|
string
|
Pass the File Input Stream of the file
|
|
fileName
|
string
|
Name of the file to be attached.
|
NOTE:
-
Please note that the Email and Subject are mandatory fields to be entered while raising a new request. If multi tenancy is enabled through Business Units and if the application has more than one Business Unit configured, then Business Unit becomes a mandatory field.
-
For Numeric additional fields, if a non numeric value is provided, then the application will not throw any exception from the server side. Instead, the field will be ignored while adding the request.
-
Time format can be specified for all Date additional fields. The default time-format will be "dd MM yyyy, HH:mm:ss".
-
The attachment file size should not exceed the total file size mentioned under the Settings page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following error message: "Error while adding attachment. You can't attach files of size more than 10 MB."
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addRequest"
status=Failure
statuscode=4000
statusmessage=No contact with the specified email exists.
|
Sample Input Form
Sample form for the operation 'addRequest' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addRequest">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="email" value="[Email ID of contact]">
<input type="text" name="subject" value="[Subject of the request]">
<input type="submit" name="submit" value="submit">
</form>
You can also add attachments while creating request. For more information, refer "Adding Attachments through API".
View/Read Request
URL Format
|
The URL format for the Request operation - View/Read
For xml output
http://<server-name>:<port-number>/api/xml/getRequest
For json output
http://<server-name>:<port-number>/api/json/getRequest
|
Parameters
The parameters that needs to be passed via HTTP method for viewing a request are as follows,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
search
|
string
|
View requests based on keyword search.
|
|
email
|
string
|
Email address of the contact.
|
|
account
|
string
|
Account name of the contact.
|
|
product
|
string
|
Product for which the request is raised.
|
|
productType
|
string
|
Product Type of the product.
|
|
status
|
string
|
Status of the request. Can be Open, Closed, Onhold or any other configured status.
|
|
level
|
string
|
Denotes the complexity of the request.
|
|
priority
|
string
|
Denotes the priority (importance) of the request.
|
|
mode
|
string
|
Mode through which the request was raised.
|
|
group
|
string
|
Group to which the request was assigned.
|
|
supportRep
|
string
|
Support Rep assigned to the request.
|
|
subject
|
string
|
Subject of the request.
|
|
businessUnit
|
string
|
Business Unit
|
|
createdDuring
|
today, yesterday, this_week, last_week, this_month, last_month
|
Created date and time of the request.
|
|
dueByDuring
|
today, yesterday, this_week, last_week, this_month, last_month
|
Due by date and time of the request.
|
|
completedDuring
|
today, yesterday, this_week, last_week, this_month, last_month
|
Completed date and time of the request.
|
|
count
|
|
Denotes the number of requests to be displayed.
|
|
countFrom
|
|
Denotes the number from which the request should be displayed.
|
NOTE:
-
Please note that while performing the 'getRequest' operation, either the Request ID, Email of the contact or name of the Account should be specified. In addition, you can also conduct a search using keywords.
-
Maximum of 100 requests can be viewed in the list. If the count is not specified, only 10 requests can be viewed in the list.
-
During ‘getRequest’ operation, all the requests will be retrieved in descending order, with the latest updated request displayed first.
- Please note that the date and time fields can be get in the user defined time format. When the support rep executes the 'getRequest' operation, the API key used will check for the date and time format set by the support rep and retrieves the data in the same (user defined) format.
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequest"
status=Failure
statuscode=5003
statusmessage=No support rep with specified name exists.
|
Sample Input Form
Sample form for the operation 'getRequest' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequest">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="email" value="[Email ID of contact]">
<input type="text" name="status" value="[Status of the request]">
<input type="submit" name="submit" value="submit">
</form>
Say, the email ID specified is jake@acme.com and the status as Open. So all the requests by the contact "Jake" with the status as 'Open" is displayed as the output in xml or json.
View/Read Request Description
This operation displays the Request Description alone, by specifying the request ID or by conducting a search using keywords.
URL Format
|
The URL format for the Request operation - View/Read Request Description
For xml output
http://<server-name>:<port-number>/api/xml/getRequestDescription
For json output
http://<server-name>:<port-number>/api/json/getRequestDescription
|
Parameters
Either of the following parameters should be passed via HTTP method.
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to be viewed.
|
|
htmlDescription
|
True/False
|
Displays output as html or plain text format. If True, the output is displayed as html format. If False, the output is displayed as a plain text.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addRequestDescription"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addRequestDescription"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'addRequestDescription' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addRequestDescription">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to view/read the description]">
<input type="submit" name="submit" value="submit">
</form>
View Request Filters
This operation displays the list of request filters (default and custom filters) available for a user.
URL Format
|
The URL format for the Request operation - View Request Filters
For xml output
http://<server-name>:<port-number>/api/xml/getRequestFilters
For json output
http://<server-name>:<port-number>/api/json/getRequestFilters
|
Parameters
Either of the following parameters should be passed via HTTP method.
|
Parameter
|
Value
|
Description
|
|
businessUnit
|
string
|
Business Unit
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequestFilters"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequestFilters"
status=Failure
statuscode=5000
statusmessage=No such Business Unit exists.
|
Sample Input Form
Sample form for the operation 'getRequestFilters' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestFilters">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>
View Request based on Filters
Through this operation, you can view all the requests based on the selected filter.
URL Format
|
The URL format for the Request operation - View Request based on Filters
For xml output
http://<server-name>:<port-number>/api/xml/getRequestsByView
For json output
http://<server-name>:<port-number>/api/json/getRequestsByView
|
Parameters
The following parameters need to be passed via HTTP method.
|
Parameter
|
Value
|
Description
|
|
viewName
|
string
|
Name of the Filter.
|
|
businessUnit
|
string
|
Business Unit
|
|
count
|
string
|
Denotes the number of requests to be displayed.
|
|
countFrom
|
string
|
Denotes the number from which the request should be displayed.
|
|
selectColumns
|
string
|
Select fields to be displayed as output.
|
|
search
|
string
|
View requests based on keyword search. For example, if you want to search for a Request ID, give the input as <input type="text" name="search" value="[Request ID:1234]">
|
NOTE:
-
Please note that the View Name and Business Units are mandatory fields to be entered.
-
For selectColumns fields, you can choose the fields as <input type="text" name="selectColumns" value="[contact, status, subject, dueByTime, created Time]">
-
Maximum of 100 requests can be viewed in the list. If the count is not specified, only 10 requests can be viewed in the list.
-
If selectColumns parameter is null, then the following columns such as subject, contact, account, status, priority, supportRep, createdTime, updatedTime, dueByTime, and isOverDue will be taken as default and displayed in the output.
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequestsByView"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequestsByView"
status=Failure
statuscode=5000
statusmessage=No such Business Unit exists.
|
Sample Input Form
Sample form for the operation 'getRequestByView' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestsByView">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="text" name="viewName" value="[Name of the Filter.]">
<input type="submit" name="submit" value="submit">
</form>
Update Request
URL Format
|
The URL format for the Request operation - Update Request
For xml output
http://<server-name>:<port-number>/api/xml/updateRequest
For json output
http://<server-name>:<port-number>/api/json/updateRequest
|
Parameters
The parameters that needs to be passed via HTTP method for updating a request are as follows,
|
Parameter
|
Value
|
Description
|
|
status
|
string
|
Status of the request. Can be Open, Closed, Onhold or any other configured status.
|
|
group
|
string
|
Group to which the request was assigned.
|
|
mode
|
string
|
Mode through which the request was raised.
|
|
level
|
string
|
Denotes the complexity of the request.
|
|
product
|
string
|
Product for which the request is raised.
|
|
priority
|
string
|
Denotes the priority (importance) of the request.
|
|
category
|
string
|
Denotes the category of the request.
|
|
subCategory
|
string
|
Denotes the subcategory of the request.
|
|
item
|
string
|
Denotes the item of the request.
|
|
supportRep
|
string
|
Support Rep assigned to the request.
|
|
createdDate
|
string
|
Created date of the request.
|
|
dueByDate
|
string
|
Due by date of the request.
|
|
FRdueByDate
|
string
|
First response due by date of the request.
|
|
UDF Alias Name
|
string/numeric
|
Name of the UDF field specified while creating the field.
|
|
subject
|
string
|
Subject of the request.
|
|
description
|
string
|
Description of the request.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/updateRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application or if the user does not have permission to update. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/updateRequest"
status=Failure
statuscode=5003
statusmessage=Permission denied.
|
Sample Input Form
Sample form for the operation 'updateRequest' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateRequest">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="status" value="[Status of the request]">
<input type="submit" name="submit" value="submit">
</form>
Assign Request
URL Format
|
The URL format for the Request operation - Assign Request
For xml output
http://<server-name>:<port-number>/api/xml/assignRequest
For json output
http://<server-name>:<port-number>/api/json/assignRequest
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
supportRep
|
string
|
Support rep to whom the request is assigned.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/assignRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application or if the user does not have permission to update. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/assignRequest"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'assignRequest' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/assignRequest">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="supportRep" value="[Support Rep]">
<input type="submit" name="submit" value="submit">
</form>
Add Note
Through this operation, you can add notes to the existing requests.
URL Format
|
The URL format for the Request operation - Add Note
For xml output
http://<server-name>:<port-number>/api/xml/addRequestNote
For json output
http://<server-name>:<port-number>/api/json/addRequestNote
|
Parameters
The following parameters need to be passed via HTTP method.
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
comment
|
string
|
Note description added to the request.
|
|
isPublic
|
True/False
|
If True, the note can be viewed by all users (public). If false, the note can be viewed only by support reps (private).
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addRequestNote"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application or if the user does not have permission to update. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addRequestNote"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'addRequestNote' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addRequestNote">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to add note]">
<input type="text" name="comment" value="[Note added to the request]">
<input type="submit" name="submit" value="submit">
</form>
View/Read Notes
This operation displays the notes added to a request by specifying the Request ID.
URL Format
|
The URL format for the Request operation - View/Read Notes
For xml output
http://<server-name>:<port-number>/api/xml/getRequestNotes
For json output
http://<server-name>:<port-number>/api/json/getRequestNotes
|
Parameters
The parameter to be passed via HTTP method is given below,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to view the notes.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequestNotes"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application or if the user does not have permission to update. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequestNotes"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getRequestNotes' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestNotes">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request to view/read note]">
<input type="submit" name="submit" value="submit">
</form>
Update Note
This operation updates the notes added to a request.
URL Format
|
The URL format for the Request operation - Update Note
For xml output
http://<server-name>:<port-number>/api/xml/updateNote
For json output
http://<server-name>:<port-number>/api/json/updateNote
|
Parameters
The parameter to be passed via HTTP method is given below,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Note ID to delete the note.
|
|
comment
|
string
|
Description added to the note.
|
|
isPublic
|
True/False
|
If True, the note can be viewed by all users (public). If false, the note can be viewed only by support reps (private).
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/updateNote"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/updateNote"
status=Failure
statuscode=5000
statusmessage=Note ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'updateNote' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateNote">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Note ID to update note]">
<input type="submit" name="submit" value="submit">
</form>
Delete Note
This operation deletes the notes added to a request.
URL Format
|
The URL format for the Request operation - Delete Note
For xml output
http://<server-name>:<port-number>/api/xml/deleteNote
For json output
http://<server-name>:<port-number>/api/json/deleteNote
|
Parameters
The parameter to be passed via HTTP method is given below,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Note ID.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/deleteNote"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/deleteNote"
status=Failure
statuscode=5000
statusmessage=Note ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'deleteNote' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteNote">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Note ID to delete note]">
<input type="submit" name="submit" value="submit">
</form>
Add Attachment
Through this operation, you can add attachments to the existing requests.
URL Format
|
The URL format for the Request operation - Add Attachment
For xml output
http://<server-name>:<port-number>/api/xml/addAttachment
For json output
http://<server-name>:<port-number>/api/json/addAttachment
|
Parameters
The following parameters need to be passed via HTTP method.
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
fileContent
|
string
|
Pass the File Input Stream of the file
|
|
fileName
|
string
|
Name of the file to be attached.
|
NOTE:
The attachment file size should not exceed the total file size mentioned under the Settings page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following error message: "Error while adding attachment. You can't attach files of size more than 10 MB."
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addAttachment"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application or if the user does not have permission to update. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addAttachment"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'addAttachment' is given below,
|
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addAttachment">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID to add attachment]">
<input type="file" id="files" name="file" onchange="loadFileContent(event)"/>
<input type="hidden" id="fileContent" name="fileContent" value=""/>
<input type="hidden" id="fileName" name="fileName" value=""/>
<input type="submit" name="submit" value="submit">
</form>
To get the file input stream, use the following script. This script can be run in browsers which supports 'FileReader' objects.
<script>
function loadFileContent(evt)
{
var files = document.getElementById('files').files;
if (!files.length) {
alert('Please select a file!');
return;
}
var file = files[0];
var reader = new FileReader();
reader.onloadend = function(evt) {
if (evt.target.readyState == FileReader.DONE) {
document.getElementById('fileContent').value=reader.result;
document.getElementById('fileName').value=file.name;
}
};
var blob = file.slice(0, file.size);
reader.readAsDataURL(blob);
}
</script>
|
You can also run the following program in your Java Environment to upload a file to a request.
Key points:
-
The operation name "addAttachment " should be sent as a "POST attribute".
-
The api key should be sent as a "POST attribute" with key "apikey".
|
The snippet provided below is an example of how you can append "Attachments to Requests" written in Java. Using Java code multiple attachments can be uploaded to a request.
{
/**
*1. Create a PostMethod
*2. Construct the web URL to connect to the SCPServer
*3. Add the byte stream of file and other parameters to create a request for post using part
*4. Set MultipartRequestEntity for post
*5. Execute the post method
*6. Receive and process the response as required
**/
HttpClient client = new HttpClient( );
String weblinkURL = "http://<SCPServer>:<PortNumber>/api/xml/addAttachment?apikey=<support rep API key>";
PostMethod post =new PostMethod(weblinkURL);
//File adding
String fileName = "a.csv";
String filePath = "C:" + File.pathSeparator + "ManageEngine" + File.pathSeparator + "SupportCenter" ;
String file = filePath + File.separator + fileName;
try {
File f = new File(file);
FileInputStream fis = new FileInputStream(f);
ByteArrayOutputStream bos = new ByteArrayOutputStream();
int c;
while ((c = fis.read()) != -1)
{
bos.write(c);
}
byte[] fbArray = bos.toByteArray();
PartSource ps = new ByteArrayPartSource(fileName,fbArray);
Part[] fields = { new FilePart("image1",ps), new StringPart("id", "Request ID to add attachment") };
post.setRequestEntity(new MultipartRequestEntity(fields,post.getParams()));
HttpClient client = new HttpClient( );
client.executeMethod( post );
String response = post.getResponseBodyAsString();
System.out.println( response );
} catch (Exception e) {
System.out.println( e );
e.printStackTrace();
} finally {
post.releaseConnection( );
}
|
|
Output:
<?xml version="1.0" encoding="UTF-8"?>
<response uri="/api/xml/addAttachment">
<result>
<statuscode>200</statuscode>
<status>Success</status>
<statusmessage>Attachment[s] added successfully for request with ID 1002</statusmessage>
</result>
</response>
|
Add Resolution
This operation adds the resolution for a request.
URL Format
|
The URL format for the Request operation - Add Resolution
For xml output
http://<server-name>:<port-number>/api/xml/addResolution
For json output
http://<server-name>:<port-number>/api/json/addResolution
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
resolution
|
string
|
Description of the resolution.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addResolution"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addResolution"
status=Failure
statuscode=5000
statusmessage=Specified request URI incorrect. Parameters missing.
|
Sample Input Form
Sample form for the operation 'addResolution' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addResolution">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">
<input type="submit" name="submit" value="submit">
</form>
View Resolution
Through this operation, you can view the resolutions added to the request.
URL Format
|
The URL format for the Request operation - View Resolution
For xml output
http://<server-name>:<port-number>/api/xml/getResolution
For json output
http://<server-name>:<port-number>/api/json/getResolution
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
htmldescription
|
True/False
|
Displays output as html or plain text format. If True, the output is displayed as html format. If False, the output is displayed as a plain text.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getResolution"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getResolution"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getResolution' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getResolution">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
Update Resolution
This operation updates the resolution added to the request.
URL Format
|
The URL format for the Request operation - Update Resolution
For xml output
http://<server-name>:<port-number>/api/xml/updateResolution
For json output
http://<server-name>:<port-number>/api/json/updateResolution
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
resolution
|
string
|
Description of the resolution.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/updateResolution"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/updateResolution"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'updateResolution' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateResolution">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">
<input type="submit" name="submit" value="submit">
</form>
Add/Update Resolution and Change the status of a request
Through this operation, you can add/update resolution and change the status of the request.
URL Format
|
The URL format for the Request operation - Add/Update Resolution and Change the status of a request
For xml output
http://<server-name>:<port-number>/api/xml/addResolutionAndChangeStatus
For json output
http://<server-name>:<port-number>/api/json/addResolutionAndChangeStatus
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
|
resolution
|
string
|
Description of the resolution.
|
|
status
|
string
|
Status of the request. Can be Open, Closed, Onhold or any other configured status.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addResolutionAndChangeStatus"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addResolutionAndChangeStatus"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'addResolutionAndChangeStatus' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addResolutionAndChangeStatus">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="resolution" value="[Resolution Description]">
<input type="text" name="status" value="[Status of the request.]">
<input type="submit" name="submit" value="submit">
</form>
Add Time Entry
Through this operation, you can add time entry to the request.
URL Format
|
The URL format for the Request operation - Add Time Entry
For xml output
http://<server-name>:<port-number>/api/xml/addTimeEntry
For json output
http://<server-name>:<port-number>/api/json/addTimeEntry
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to add the Time Entry.
|
|
executedTime
|
string
|
Request resolved time.
|
|
time-format
|
string
|
Denotes the time format.
|
|
supportRep
|
string
|
Support Rep assigned to the request.
|
|
billingStatus
|
billable/non-billable
|
Billing status of the time entry.
|
|
description
|
string
|
Comment added to the time entry.
|
|
workHours
|
string
|
Denotes the hours spent on the request.
|
|
workMinutes
|
string
|
Denotes the minutes spent on the request.
|
|
cost
|
string
|
Total cost to be paid for resolving the request.
|
|
additionalCost
|
string
|
Additional cost to be paid for resolving the request.
|
|
rateType
|
string
|
Rate type assigned to the contract.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/addTimeEntry"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/addTimeEntry"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'addTimeEntry' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/addTimeEntry">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to add time entry]">
<input type="submit" name="submit" value="submit">
</form>
View/Read Time Entry
This operation displays the Time Entry added to a request by specifying the Request ID.
URL Format
|
The URL format for the Request operation - View/Read Time Entry
For xml output
http://<server-name>:<port-number>/api/xml/getTimeEntryDetails
For json output
http://<server-name>:<port-number>/api/json/getTimeEntryDetails
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to view the Time Entry.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST or GET method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getTimeEntryDetails"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getTimeEntryDetails"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getTimeEntryDetails' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getTimeEntryDetails">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID of the request to view/read time entry]">
<input type="submit" name="submit" value="submit">
</form>
Update Time Entry
Through this operation, you can update the time entry details.
URL Format
|
The URL format for the Request operation - Update Time Entry
For xml output
http://<server-name>:<port-number>/api/xml/updateTimeEntry
For json output
http://<server-name>:<port-number>/api/json/updateTimeEntry
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Time Entry ID.
|
|
executedTime
|
string
|
Request resolved time.
|
|
time-format
|
string
|
Denotes the time format.
|
|
supportRep
|
string
|
Support Rep assigned to the request.
|
|
billingStatus
|
billable/non-billable
|
Billing status of the time entry.
|
|
description
|
string
|
Comments added to the time entry.
|
|
workHours
|
string
|
Denotes the hours spent on the request.
|
|
workMinutes
|
string
|
Denotes the minutes spent on the request.
|
|
cost
|
string
|
Total cost charged for resolving the request.
|
|
additionalCost
|
string
|
Additional cost charged for resolving the request.
|
|
rateType
|
string
|
Rate type assigned to the contract.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/updateTimeEntry"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/updateTimeEntry"
status=Failure
statuscode=5000
statusmessage=The Time Entry ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'updateTimeEntry' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/updateTimeEntry">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Time Entry ID to update the time entry]">
<input type="submit" name="submit" value="submit">
</form>
Delete Time Entry
This operation deletes the time entries added to a request.
URL Format
|
The URL format for the Request operation - Delete Time Entry
For xml output
http://<server-name>:<port-number>/api/xml/deleteTimeEntry
For json output
http://<server-name>:<port-number>/api/json/deleteTimeEntry
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Time Entry ID.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/deleteTimeEntry"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/deleteTimeEntry"
status=Failure
statuscode=5000
statusmessage=The Time Entry ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'deleteTimeEntry' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteTimeEntry">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Time Entry ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
Close Request
URL Format
|
The URL format for the Request operation - Close
For xml output
http://<server-name>:<port-number>/api/xml/closeRequest
For json output
http://<server-name>:<port-number>/api/json/closeRequest
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to be viewed.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/closeRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/closeRequest"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'closeRequest' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/closeRequest">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
Delete Request
URL Format
|
The URL format for the Request operation - Delete
For xml output
http://<server-name>:<port-number>/api/xml/deleteRequest
For json output
http://<server-name>:<port-number>/api/json/deleteRequest
|
Parameters
The parameters that needs to be passed via HTTP method for deleting a new request are as follows,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request to be deleted.
|
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/deleteRequest"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/deleteRequest"
status=Failure
statuscode=4000
statusmessage=The parameter [apikey] is not available in the request.
|
Sample Input Form
Sample form for the operation 'deleteRequest' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/deleteRequest">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="id" value="[Request ID]">
<input type="submit" name="submit" value="submit">
</form>
View Conversation details of a Request
Through this operation, you can view the conversations of the requests.
URL Format
|
The URL format for the Request operation - View Conversation details of a request
For xml output
http://<server-name>:<port-number>/api/xml/getConversations
For json output
http://<server-name>:<port-number>/api/json/getConversations
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
NOTE: The conversation details such as support rep reply, contact reply, request forwards, and notes added to the request will be displayed in the output.
Output Response Format
The output response format for both xml and json consists of three parameters:
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getConversations"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getConversations"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getConversations' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getConversations">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
View full details of Request Conversation
Through this operation, you can view details of the conversations such as To address, cc address, subject, and full description.
URL Format
|
The URL format for the Request operation - View full details of Request Conversation
For xml output
http://<server-name>:<port-number>/api/xml/getConversationDetails
For json output
http://<server-name>:<port-number>/api/json/getConversationDetails
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Conversation ID.
|
|
notifyType
|
string
|
The type of reply.
|
|
htmlDescription
|
True/False
|
Displays output as html or plain text format. If True, the output is displayed as html format. If False, the output is displayed as a plain text.
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getConversationDetails"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getConversationDetails"
status=Failure
statuscode=5000
statusmessage=Conversation ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getConversationDetails' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getConversationDetails">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Notification ID]">
<input type="text" name="notifyType" value="[The type of reply]">
<input type="submit" name="submit" value="submit">
</form>
Reply/Forward Requests
URL Format
|
The URL format for the Request operation - Reply/Forward Requests
For xml output
http://<server-name>:<port-number>/api/xml/sendReply
For json output
http://<server-name>:<port-number>/api/json/sendReply
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
woID
|
string
|
The ID of the parent request. If you would like to send reply for the parent request, 'woID' should be specified.
|
|
convID
|
string
|
The ID of the child request (conversation). If you would like to send reply for the request conversation, 'convID' should be specified.
|
|
toAddress
|
string
|
The email address to whom the mail has to be sent.
|
|
ccAddress
|
string
|
The cc address.
|
|
subject
|
string
|
Subject of the request.
|
|
description
|
string
|
Description of the request.
|
|
htmlDescription
|
yes/no
|
If the description is given in html then select 'yes'. If 'no' is selected, the description will be taken as plain text.
|
|
includeOriginalContent
|
yes/no
|
Denotes whether to include the entire request description along with the reply. If yes, the original content is included. If no, the original content is excluded.
|
|
notificationType
|
string
|
The type of reply. (REQREPLY / REQFORWARD)
|
|
fileContent
|
string
|
Pass the File Input Stream of the file
|
|
fileName
|
string
|
Name of the file to be attached.
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/sendReply"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/sendReply"
status=Failure
statuscode=5000
statusmessage=Outgoing Mail Server is not configured yet.
|
Sample Input Form
Sample form for the operation 'sendReply' is given below,
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/sendReply">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="text" name="toAddress" value="[To Address]">
<input type="submit" name="submit" value="submit">
</form>
You can also add attachment while replying/forwarding requests. For more information, refer "Adding Attachments through API".
View Recent Activities on a Request
Through this operation, you can view the latest activity made to a specific request. Recent activity can be Note addition, Contact Reply and Support Rep Reply.
URL Format
|
The URL format for the Request operation - View Recent Activities on a request
For xml output
http://<server-name>:<port-number>/api/xml/getRequestRecentActivity
For json output
http://<server-name>:<port-number>/api/json/getRequestRecentActivity
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
id
|
string
|
Request ID of the request.
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequestRecentActivity"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequestRecentActivity"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getRequestRecentActivity' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestRecentActivity">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="id" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
View Reply Properties
Through this operation, you can view the reply properties of a request such as to address, cc address, and subject.
URL Format
|
The URL format for the Request operation - View Reply Properties
For xml output
http://<server-name>:<port-number>/api/xml/getReplyProperties
For json output
http://<server-name>:<port-number>/api/json/getReplyProperties
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
woID
|
string
|
Request ID of the request.
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getReplyProperties"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getReplyProperties"
status=Failure
statuscode=5000
statusmessage=The Request ID [ ] not found.
|
Sample Input Form
Sample form for the operation 'getReplyProperties' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getReplyProperties">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="woID" value="[Request ID of the request]">
<input type="submit" name="submit" value="submit">
</form>
View My Request Summary from a Business Unit
Through this operation, you can view your request summary from a business unit. This operation displays the count of requests that are open, pending requests, overdue requests, and the count of requests due for that day.
URL Format
|
The URL format for the Request operation - My Request Summary from a Business Unit
For xml output
http://<server-name>:<port-number>/api/xml/getMyRequestSummary
For json output
http://<server-name>:<port-number>/api/json/getMyRequestSummary
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
businessUnit
|
string
|
Business Unit
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getMyRequestSummary"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getMyRequestSummary"
status=Failure
statuscode=5000
statusmessage=No such Business Unit exists.
|
Sample Input Form
Sample form for the operation 'getMyRequestSummary' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getMyRequestSummary">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>
View Request Summary of a Business Unit
Through this operation, you can view the request summary of a business unit. This operation displays the count of requests that are open, pending requests, overdue requests, and the count of requests due for that day.
URL Format
|
The URL format for the Request operation - Request Summary details of a business unit
For xml output
http://<server-name>:<port-number>/api/xml/getRequestSummary
For json output
http://<server-name>:<port-number>/api/json/getRequestSummary
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
businessUnit
|
string
|
Business Unit
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getRequestSummary"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getRequestSummary"
status=Failure
statuscode=5000
statusmessage=No such Business Unit exists.
|
Sample Input Form
Sample form for the operation 'getRequestSummary' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getRequestSummary">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessUnit" value="[Business Unit]">
<input type="submit" name="submit" value="submit">
</form>
View list of Request Fields from a Business Unit
Through this operation, you can view the list of request fields from a business unit.
URL Format
|
The URL format for the Request operation - Request Field list from a business unit
For xml output
http://<server-name>:<port-number>/api/xml/getFieldList
For json output
http://<server-name>:<port-number>/api/json/getFieldList
|
Parameters
The parameter to be passed via HTTP method is,
|
Parameter
|
Value
|
Description
|
|
businessUnit
|
string
|
Business Unit
|
|
fieldName
|
string
|
Name of the field.
|
|
Note
|
-
The list can be viewed only for the fields such as status, level, mode, priority, category, subCategory, item, requestTemplate, product, group, supportRep, supportRepWithCost, and rateType.
-
To get the list of support reps from a group, send the input as <input type="text" name="group" value="[Group Name]">. To get all the support reps from the business unit, do not use 'group'.
-
To get the list of subCategroy of a category, send the input as <input type="text" name="category" value="[Category]">.
-
To get the list of item of a subCategory, send the input as <input type="text" name="subCategory" value="[Sub Category]">.
|
Output Response Format
The output response format for both xml and json consists of three parameters:-
-
response uri: The response uri is the url value sent over HTTP POST method.
-
status: The status denotes the status of the operation. Here there are only two status - Success and Failure.
-
statuscode: The statuscode denotes the code displayed when the status is Success or Failure. For a successful operation, the status code is 200.
Success
When the operation is successful, the output response format is as given below,
response uri=[url value]
status=Success
statuscode=200
|
Sample Response
response uri="api/xml/getFieldList"
status=Success
statuscode=200
|
Error
Errors occur when the API Key is not valid or the parameter value does not exist in the application. In such cases, the output format is as shown below,
response uri=[url value]
status=Failure
statuscode=failurecode
|
Sample Response
response uri="api/xml/getFieldList"
status=Failure
statuscode=5000
statusmessage=No such Business Unit exists.
|
Sample Input Form
Sample form for the operation 'getFieldList' is given below,
<form method="GET" action="http(s)://<server-name>:<port-number>/api/xml/getFieldList">
<input type="hidden" name="apikey" value="[SupportCenter-API-Key]">
<input type="text" name="businessunit" value="[Business Unit]">
<input type="text" name="fieldName" value="[Field Name]">
<input type="submit" name="submit" value="submit">
</form>
Adding Attachments through API
Attachments can be uploaded using SupportCenter Plus API. Follow the sample format given below to add attachment.
|
<form method="POST" action="http(s)://<server-name>:<port-number>/api/xml/<apicall>">
<input type="hidden" name="apikey" value="[SupportCenter API Key]">
<input type="text" name="[parameter]" value="[value]">
<input type="text" name="[parameter1]" value="[value1]">
<input type="file" id="files" name="file" onchange="loadFileContent(event)"/>
<input type="hidden" id="fileContent" name="fileContent" value=""/>
<input type="hidden" id="fileName" name="fileName" value=""/>
<input type="submit" name="submit" value="submit">
</form>
To get the file input stream, use the following script. This script can be run in browsers which supports 'FileReader' objects.
<script>
function loadFileContent(evt)
{
var files = document.getElementById('files').files;
if (!files.length) {
alert('Please select a file!');
return;
}
var file = files[0];
var reader = new FileReader();
reader.onloadend = function(evt) {
if (evt.target.readyState == FileReader.DONE) {
document.getElementById('fileContent').value=reader.result;
document.getElementById('fileName').value=file.name;
}
};
var blob = file.slice(0, file.size);
reader.readAsDataURL(blob);
}
</script>
|
You can also run the following program in your Java Environment to add attachment.
|
The snippet provided below is an example of how you can append attachments written in Java. Using Java code multiple attachments can be uploaded.
{
/**
*1. Create a PostMethod
*2. Construct the web URL to connect to the SCPServer
*3. Add the byte stream of file and other parameters for post using part
*4. Set MultipartRequestEntity for post
*5. Execute the post method
*6. Receive and process the response as required
**/
HttpClient client = new HttpClient( );
String weblinkURL = "http://<SCPServer>:<PortNumber>/api/xml/<apicall>?apikey=<support rep API key>";
PostMethod post =new PostMethod(weblinkURL);
//File adding
String fileName = "a.csv";
String filePath = "C:" + File.pathSeparator + "ManageEngine" + File.pathSeparator + "SupportCenter" ;
String file = filePath + File.separator + fileName;
try {
File f = new File(file);
FileInputStream fis = new FileInputStream(f);
ByteArrayOutputStream bos = new ByteArrayOutputStream();
int c;
while ((c = fis.read()) != -1)
{
bos.write(c);
}
byte[] fbArray = bos.toByteArray();
PartSource ps = new ByteArrayPartSource(fileName,fbArray);
Part[] fields = { new FilePart("image1",ps), new StringPart("parameter", "value"), new StringPart("parameter1", "value1") };
/* For example, to add attachment while creating a request, you can write the code as mentioned below:
Part[] fields = { new FilePart("image1",ps), new StringPart("email", "adam@acme.com"), new StringPart("subject", "subject of the request") };
*/
post.setRequestEntity(new MultipartRequestEntity(fields,post.getParams()));
HttpClient client = new HttpClient( );
client.executeMethod( post );
String response = post.getResponseBodyAsString();
System.out.println( response );
} catch (Exception e) {
System.out.println( e );
e.printStackTrace();
} finally {
post.releaseConnection( );
}
|
NOTE:
-
The attachment file size should not exceed the total file size mentioned under the Settings page. If the size exceeds the mentioned value (say, 10 MB), you will receive the following error message: "Error while adding attachment. You can't attach files of size more than 10 MB."
- Currently, SupportCenter Plus API supports to add file attachments only while adding, replying and forwarding requests.
