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Entity API / logServiceRequest

  • Article
  • 9 minutes to read

Operation Information

  • Application Reference: com.hornbill.servicemanager
  • Scope: Entity - ServiceRequests
  • Class: Entity
  • Required Privilege Level: user
  • Required Rights: Group A - createServiceRequests

Description

This flowcode operation logs a Service Request using the provided parameters. Firstly it calls the component flowcode operation logRequest to actually log the service request before updating the record with any extended table details. Finally it spawns a bpm process if a service id has been provided.

Request Parameters

The logServiceRequest API takes the following input parameters.

Note

When sending a JSON request payload to the API, the order of parameters is not significant. However, for XML request payloads, parameters must be provided in the exact order specified in this documentation to comply with input validation requirements.

Name Type Required Description
summary xs:string No The service request summary.
description xs:string No The service request description.
requestType xs:string No The type of request (Service Request)
customerId xs:string No The customer Id (Co-worker / Contact). If the customer is a co-worker, the id will be their User ID. If the customer is a contact, the id will be the h_pk_id value of their record in the h_sys_contact table.
customerType xs:string No The customer type (Co-worker / Contact). 0 for a co-worker, 1 for a contact.
ownerId xs:string No The co-worker Id of the owner of the service request.
teamId xs:string No The Id of the team assigned to the Request. This is the h_id value of the record in the h_sys_groups table for the assigned team.
status xs:string No The status of the service request. Examples are status.new, status.open, status.resolved. When not supplied, the value "status.new" is considered.
priorityId xs:string No The Id of the chosen priority for the service request. By default, High (1), Medium (2), Low (3).
categoryId xs:string No The Id of the chosen category for the service request.
categoryName xs:string No The Name of the category
image xs:string No WebDAV path to an image (from email only).
sourceType xs:string No The source from where the service request was raised (e.g. Email / Post).
sourceId xs:string No The Id if the source object it was raised from (if Email:messageId, if Post:ActivityStreamID and ActivityID).
assetId xs:string No The Id(s) of all assets to be associated to the service request.
impact xs:string No The impact of the service request. E.g. High, Medium, Low.
urgencyId xs:string No The ID of the request's Urgency level
serviceId xs:string No The id of the selected service. This will be used to spawn a bpm process.
questions xs:string No Questions that were answered during progressive capture
resolutionDetails xs:string No The resolution details if the service request is to be raised and resolved at the same time
fileName xs:string No The full path for the file(s) to be attached
siteId xs:string No ID of the site this request is affecting
siteName xs:string No Name of the site this request is affecting
catalogId xs:string No The Catalog Id the Request was raised against
catalogName xs:string No The Catalog Name the Request was raised against
externalRefNumber xs:string No This parameter is to be set with the External Reference Number of a Request.
bpmName xs:string No The custom BPM Name when raising a request via a customised Service Catalog
questionFieldMap xs:string No Question Field Map as JSON
senderDetails xs:string No JSON string containing email sender details if the request is being raised via the autoresponder.
ccDetails xs:string No JSON string containing email cc receipient details if the request is being raised via the autoresponder.
connectionMap xs:string No Connection Map as JSON
connectionUpdateTimeline xs:boolean No Update timeline true/false
connectionTimelineVisibility xs:string No Visibility level of timeline updates for added connections. Timeline update visibility defaults to Team if not provided.
employeeAssignmentUserId xs:string No The user id of the employee assignment assigned to the Request.
employeeAssignmentNumber xs:string No The assignment number of the employee assignment assigned to the Request.

Response Parameters

Name Type Description
requestId xs:string The Id of the new service request.
bpmProcessId xs:string The Id of the spawned Bpm process for the new service request.
exceptionName xs:string The name / code of any exception thrown during the creation of the service request.
exceptionDescription xs:string A description of any exception thrown during the creation of the service request.
summary xs:string The provided summary of the service request.
warnings xs:string Any warnings that were encountered when logging the service request.

Request Parameters - Additional Information

questionFieldMap

The questionFieldMap input parameter enables the population of any of the available fields against your request records.

The input is of type xs:string, but the API expects a string representation of a JSON object, with key-value pairs for each field needing updating, where they keys are the database field names and the values are in their native datatypes. The following example, when provided as a string to the questionFieldMap input parameter, would prompt the API to update the h_custom_a, h_custom_p, h_custom_21 and h_custom_26 fields angainst the target request:

{
  "h_custom_a": "A VARCHAR(255) string to be written into h_custom_a",
  "h_custom_p": "A LONGTEXT string to be written into h_custom_p",
  "h_custom_21": "2023-11-01 15:07:42",
  "h_custom_26": 42
}

connectionMap

The connectionMap input parameter enables the association of the request being created with users and contacts in the form of Request Connections.

The input is of type xs:string, but the API expects a string representation of a JSON array of objects, with key-value pairs in each object. The following example, when provided as a string to the connectionMap input parameter, would add two connections to the newly created request:

[
  {
    "connectionType": "connection.impacted",
    "userType": "account",
    "userId": "change",
    "comment": "I am impacted"
  },
  {
    "connectionType": "connection.interested",
    "userType": "contact",
    "userId": "42"
  }
]

The keys available to the connection objects are:

  • connectionType - Mandatory - Type: xs:string - The type of connection. Values to use can be found in the requestConnectionType Simple List.
  • userType - Mandatory - Type: xs:string - Can be account or contact, depending on whether the user being associated as a connection is a user of the Hornbill platform (basic or full), or an externally-supported organization contact.
  • userId - Mandatory - Type: xs:string - The ID of the user.
  • comment - Optional - Type: xs:string - A comment to associate to the connection.

Code Examples

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