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Customer / Log Call

  • Article
  • 2 minutes to read

Operation Information

Logs a Supportworks SelfService 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 Selfservice 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 Selfservice Authentication in the Type pick list;
  • Give the Supportworks Selfservice Authentication KeySafe key a Title (this is the name / identifier for the Supportworks Selfservice 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
Selfservice Instance string Selfservice Instance
User Id string User 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 Selfservice Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Call Class callClass string type of the call Yes None provided
Group ID groupId string ID of the group to assign the call to Yes None provided
Call message message string Message for the call No None provided
Call SLA sla string SLA to apply to the call No None provided

Output Parameters

Display Name ID Type Description
Call Reference callref number The call reference assigned to the call.
Formatted Call Reference dispref string The display version of the call reference.
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