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Analyst / Hold Call

  • Article
  • 2 minutes to read

Operation Information

Holds a Supportworks Call.

This is a Free Tier Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type Supportworks Analyst Authentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose Supportworks Analyst Authentication in the Type pick list;
  • Give the Supportworks Analyst Authentication KeySafe key a Title (this is the name / identifier for the Supportworks Analyst Authentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Server URL string Supportworks Server URL
Analyst Id string Analyst Id
Analyst Password string Analyst Password

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked Supportworks Analyst Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Call Reference callref number Numerical call reference of the call Yes None provided
Description description string Message or description to accompany the cancelation of the call Yes None provided
Hold Until holdUntil string The date/time until which the call should be put on hold Yes None provided
Public public boolean Should the update be visible to customers No None provided
Time Spent timespent number Number of minutes spent on the call Yes None provided

Output Parameters

This integration returns no output parameters.

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