ServiceDeskDefinition

id="decimal"

A unique identifier.

Name

string

The name of the desk definition.

Description

string

A brief description of the desk definition.

RequireTime

boolean

If true, entering hours worked is required.

DisplayMachineInfo

boolean

If true, machine lookup field is displayed.

RequireMachineInfo

boolean

If true, machine lookup association is required.

DisplayOrgInfo

boolean

If true, organization lookup field is displayed.

RequireOrgInfo

boolean

If true, organization lookup association is required.

DisplayCI

boolean

obsolete

RequireCI

boolean

obsolete

AllAdmins

boolean

obsolete

AutoStartClock

boolean

If true, a clock is automatically started when the user starts to edit the ticket.

AutoSaveClock

boolean

If true, when the ticket is saved, the difference between the current time and the start time is entered as the Hours Worked.

AutoInsertNote

boolean

If true, notes are automatically added to each ticket for the changes made to the ticket.

AutoInsertNoteHidden

boolean

If true, automatically generated notes are made hidden.

NeedStatusNote

boolean

obsolete

SDPrefix

string

The prefix code added to the beginning of the ticket ID.

DefaultStatus

decimal

Default status value. Refers to one of the elements with the matching id attribute in the Status section.

DefaultStage

decimal

Default stage value. Refers to one of the elements with the matching id attribute in the Stage section.

DefaultPriority

decimal

Default priority value. Refers to one of the elements with the matching id attribute in the Priority section.

DefaultSeverity

decimal

Default severity value. Refers to one of the elements with the matching id attribute in the Severity section.

DefaultResolution

decimal

Default resolution value. Refers to one of the elements with the matching id attribute in the Resolution section.

DefaultCategory

decimal

Default category value. Refers to one of the elements with the matching id attribute in the Category section.

DefaultSubCategory

decimal

Obsolete

DefaultServiceDesk

boolean

If true, this is the default service desk, the first one selected when creating new tickets.

TemplateName

string

The template file used to initially create the service desk. Not used otherwise.

TemplateType

int

The type of service desk: 1=ticket, 3=knowledge base.

SequenceName

string

For internal development use only.

EditingTemplate

string

The name of the form used to edit tickets for the service desk.

ShowNotesPane

boolean

If true, notes pane displays in lower pane of Tickets table.

ShowWorkOrders

boolean

If true, display work order and work order line in ticket editor.

ShowSessionTimers

boolean

If true, display session timers in ticket editor.

ShowTasks

boolean

If true, display tasks tab and task related fields.

EstimatedHours

double

Total number of hours worked estimated to resolve this ticket.

ActualHours

double

Total number of hours entered to resolve this ticket.

EmailReader

string

The email reader associated with the service desk.

Administrator

string

The user that is the "desk administrator" of the service desk. The desk administrator is notified of certain errors within the service desk.

DefaultPolicy

string

The default policy assigned to the desk.

Status

RefItem

Returns a list of child elements of each Status value in the service desk.

Priority

RefItem

Returns a list of child elements of each Priority value in the service desk.

Severity

RefItem

Returns a list of child elements of each Severity value in the service desk.

Resolution

RefItem

Returns a list of child elements of each Resolution value in the service desk.

TaskStatus

RefItem

Returns a list of child elements of each TaskStatus value in the service desk.

Categories

RefItem

Returns a list of child elements of each Category value in the service desk. Each Category can include child SubCategory elements if they exist.

Stages

Returns a list of child elements of each Stage value in the service desk. Each Stage is identified by a Begin, Middle, or End stagetype attribute. Each stage has the following child elements:

• Item - The name of the stage.
• Initialization - The Stage Entry procedure linked to the stage.
• Escalation - The Escalation procedure linked to the stage. Time and Units are specified as attributes.
• Goal - The Goal linked to the stage. The Goal procedure linked to the stage. Time and Units are specified as attributes.
• NextStage – One of the next stages that this stage may transition to.

Participants

RefItem

The list of users as pools that may be assignees or owners for the service desk.

CurrentContact

Contact information about the user logged on during this transaction. If the user is associated with a staff record, then the CurrentContact information is culled from the staff record. If the currently logged on user is a machine user using Portal Access, then CurrentContact information is culled from the Home > Change Profile tab of Portal Access.

• ContactName
• PhoneNumber
• Organization
• EmailAddress

SubmitterTypes

string

Type of person submitting the ticket:

• UNKNOWN
• PARTICIPANT - A participant is a VSA user.
• USER - Someone not known to VSA.

CustomFields

Returns zero or more Field elements, each with the following hierarchy:

• Caption - Screen caption.
• Title - Report title.
• Fieldname - Name of the field.
• FieldFormat - Data type.
• DefaultValue - Default value, if a List data type.
• Values - collection element, if a List data type.
  • Item - List item value.

AccessRights

Returns a hierarchy of child elements:

• ViewHiddenNotes - true or false
• ChangeHiddenNotes - true or false
• Field Rights>Field Right - collection elements
  • FieldName - Name of the ticket field
  • AccessType - Required, Edit, View Only, Hidden

NoteTemplates

Returns a list of note templates, each representing standard text that can be added to ticket notes.

ChangeProcedure

string

The Change Ticket procedure associated with the service desk.

GoalProcedure

decimal

The Goal procedure associated with the service desk.

• time – the amount of time for goal
• unit – The units of time
• (content) – the name of the goal procedure.

ResourceTypes

The list of resource types that can be assigned to a ticket.

TaskDefinitions

The list of task values that can be assigned to a task status.

AssocPolicies

The list of policies that can be associated with a ticket.