GetServiceDesk Response
<GetServiceDeskResponse xmlns="vsaServiceDeskWS">
<GetServiceDeskResult>
<ServiceDeskDefinitionResponse id="696191121914314">
<Name xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard</Name>
<Description xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard SD</Description>
<RequireTime xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</RequireTime>
<DisplayMachineInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</DisplayMachineInfo>
<RequireMachineInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</RequireMachineInfo>
<DisplayOrgInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</DisplayOrgInfo>
<RequireOrgInfo xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</RequireOrgInfo>
<DisplayCI xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</DisplayCI>
<RequireCI xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</RequireCI>
<AllAdmins xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AllAdmins>
<AutoStartClock xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AutoStartClock>
<AutoSaveClock xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</AutoSaveClock>
<AutoInsertNote xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</AutoInsertNote>
<AutoInsertNoteHidden xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">true</AutoInsertNoteHidden>
<NeedStatusNote xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</NeedStatusNote>
<SDPrefix xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">STD</SDPrefix>
<DefaultStatus xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">218924116119912</DefaultStatus>
<DefaultStage xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">831768438118427</DefaultStage>
<DefaultPriority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">693719171716599</DefaultPriority>
<DefaultSeverity xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultSeverity>
<DefaultResolution xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultResolution>
<DefaultCategory xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">0</DefaultCategory>
<DefaultServiceDesk xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">false</DefaultServiceDesk>
<TemplateType xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">1</TemplateType>
<SequenceName xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">SEQ129</SequenceName>
<EditingTemplate xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Fixed_Width_Tabbed.xml</EditingTemplate>
<Status xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Item ref="Standard||AwaitingHardware" id="541491145218711">Awaiting Hardware</Item>
<Item ref="Standard||AwaitingUserFeedback" id="281767467828324">Awaiting User Feedback</Item>
<Item ref="Standard||Closed" id="989295147216226">Closed</Item>
<Item ref="Standard||Escalated" id="551271771474242">Escalated</Item>
<Item ref="Standard||Hold" id="172151822788151">Hold</Item>
<Item ref="Standard||InProgress" id="111313126312233">In Progress</Item>
<Item ref="Standard||New" id="218924116119912">New</Item>
</Status>
<Priority xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Item ref="Standard||CriticalHigh" id="744512181719881">Critical High</Item>
<Item ref="Standard||High" id="982525519923522">High</Item>
<Item ref="Standard||Low" id="291721863176342">Low</Item>
<Item ref="Standard||Medium" id="693719171716599">Medium</Item>
<Item ref="Standard||Planning" id="176222131631332">Planning</Item>
</Priority>
<Severity xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Item ref="Standard||CompanyWide(High)" id="315477225242249">Whole Company (High)</Item>
<Item ref="Standard||MultipleUsers(Medium)" id="262164368749722">Multiple users (Medium)</Item>
<Item ref="Standard||OneUser(Low)" id="917688316816914">Single User (Low)</Item>
</Severity>
<Resolution xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Item ref="Standard||AdviceGiven" id="498162732192611">Advice Given</Item>
<Item ref="Standard||CannotDuplicate" id="262514419248621">Cannot Duplicate</Item>
<Item ref="Standard||ClosedbyCustomerRequest" id="525192125718333">Closed by Customer Request</Item>
<Item ref="Standard||HardwareReplaced" id="432262321578326">Hardware Replaced</Item>
<Item ref="Standard||HotFixReleased" id="189239616133249">Hot Fix Released</Item>
<Item ref="Standard||InstallationCompleted" id="139764799836252">Installation Completed</Item>
<Item ref="Standard||NewSoftwareInstalled" id="521637923418319">New Software Installed</Item>
<Item ref="Standard||Noresponsefromuser" id="115424612244857">No response from user</Item>
<Item ref="Standard||OSReinstalled" id="531617444692623">OS Reinstalled</Item>
<Item ref="Standard||Other" id="711261961631328">Other</Item>
<Item ref="Standard||PassedtoSales" id="191482475814123">Passed to Sales</Item>
<Item ref="Standard||Pendingscriptcleared" id="762515513181192">Pending script cleared</Item>
<Item ref="Standard||ReapplySchema" id="525317525441497">Reapply Schema</Item>
<Item ref="Standard||Reboot" id="832182442825238">Reboot</Item>
<Item ref="Standard||ResolvedbyCustomer" id="243623591961272">Resolved by Customer</Item>
<Item ref="Standard||ResolvedbyTechnition" id="423939164212169">Resolved</Item>
<Item ref="Standard||SolvedwithKBarticle" id="272199179212412">Solved with KB article</Item>
<Item ref="Standard||TrainingGiven" id="622224812237126">Training Given</Item>
</Resolution>
<Categories xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Category>
<Item ref="Standard||Advice&Guidance" id="161211171768212">Advice & Guidance</Item>
<SubCategory ref="Standard||Advice&Guidance||General" id="561699795215782">General</SubCategory>
</Category>
<Category>
<Item ref="Standard||Kaseya" id="641881726251641">Kaseya</Item>
<SubCategory ref="Standard||Kaseya||AgentIcon" id="821781865922435">Agent Icon</SubCategory>
<SubCategory ref="Standard||Kaseya||Alarm" id="481422361723261">Alarm</SubCategory>
<SubCategory ref="Standard||Kaseya||ApplicationChanges" id="525187874623717">Application Changes</SubCategory>
<SubCategory ref="Standard||Kaseya||Disk" id="919621482151882">Disk</SubCategory>
<SubCategory ref="Standard||Kaseya||Eventlog" id="814714713317798">Eventlog</SubCategory>
<SubCategory ref="Standard||Kaseya||GetFile" id="322618792314914">Get File</SubCategory>
<SubCategory ref="Standard||Kaseya||Hardware" id="176166136238942">Hardware</SubCategory>
<SubCategory ref="Standard||Kaseya||Lanwatch" id="214791394922624">Lanwatch</SubCategory>
<SubCategory ref="Standard||Kaseya||Logon_Admin" id="943315515116292">Logon_Admin</SubCategory>
<SubCategory ref="Standard||Kaseya||Logon_User" id="636613429245187">Logon_User</SubCategory>
<SubCategory ref="Standard||Kaseya||NewAgent" id="557214511134217">New Agent</SubCategory>
<SubCategory ref="Standard||Kaseya||Other" id="631281678197153">Other</SubCategory>
<SubCategory ref="Standard||Kaseya||PatchManagement" id="462824113621914">Patch Management</SubCategory>
<SubCategory ref="Standard||Kaseya||Procedure" id="274262311559714">Procedure</SubCategory>
<SubCategory ref="Standard||Kaseya||RCDisabled" id="641624812335116">RC Disabled</SubCategory>
<SubCategory ref="Standard||Kaseya||Script" id="471482131991414">Script</SubCategory>
<SubCategory ref="Standard||Kaseya||SystemOffline" id="113411182222324">System Offline</SubCategory>
<SubCategory ref="Standard||Kaseya||SystemOnline" id="251814418923368">System Online</SubCategory>
<SubCategory ref="Standard||Kaseya||Unidentified" id="617313577253122">Unidentified</SubCategory>
</Category>
<Category>
<Item ref="Standard||Network" id="414766231875111">Network</Item>
<SubCategory ref="Standard||Network||Connectivity" id="122145211361321">Connectivity</SubCategory>
<SubCategory ref="Standard||Network||Design" id="495611529142242">Design</SubCategory>
<SubCategory ref="Standard||Network||Firewall" id="812515316323522">Firewall</SubCategory>
<SubCategory ref="Standard||Network||Other" id="946227769167531">Other</SubCategory>
<SubCategory ref="Standard||Network||Performance" id="941891772111717">Performance</SubCategory>
</Category>
<Category>
<Item ref="Standard||Printer" id="155243642251342">Printer</Item>
<SubCategory ref="Standard||Printer||Other" id="341431321188813">Other</SubCategory>
<SubCategory ref="Standard||Printer||PrinterProblem" id="851831547314111">Printer Problem</SubCategory>
<SubCategory ref="Standard||Printer||PrinterSetup" id="619395216749723">Printer Setup</SubCategory>
<SubCategory ref="Standard||Printer||Toner" id="161984536861723">Toner</SubCategory>
</Category>
<Category>
<Item ref="Standard||ServiceRequest" id="541124124415221">Service Request</Item>
<SubCategory ref="Standard||ServiceRequest||EquipmentMove" id="862712311517672">Equipment Move</SubCategory>
<SubCategory ref="Standard||ServiceRequest||NewLaptop" id="266812518245792">New Laptop</SubCategory>
<SubCategory ref="Standard||ServiceRequest||NewServer" id="322872913227349">New Server</SubCategory>
<SubCategory ref="Standard||ServiceRequest||NewWorkstation" id="224115236352441">New Workstation</SubCategory>
</Category>
</Categories>
<Stages xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Stage stageType="End">
<Item ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</Item>
<Initialization>Standard Enters Closed</Initialization>
</Stage>
<Stage stageType="Begin">
<Item ref="Standard||Identified" id="831768438118427" description="New ticket is received">Identified</Item>
<Initialization>Standard Enters Identified</Initialization>
<Escalation time="15" unit="MINUTE">Incident is Escalated</Escalation>
<Goal time="1" unit="HOUR">Identified Goal</Goal>
<NextStage ref="Standard||Tier1" id="546812745461511" description="Tier 1 Support">Tier1</NextStage>
</Stage>
<Stage stageType="Middle">
<Item ref="Standard||Tier1" id="546812745461511" description="Tier 1 Support">Tier1</Item>
<Initialization>Standard Enters Tier1</Initialization>
<Escalation time="3" unit="HOUR">Incident is Escalated</Escalation>
<Goal time="2" unit="HOUR">Tier1 Goal</Goal>
<NextStage ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</NextStage>
<NextStage ref="Standard||Tier2" id="318527191192719" description="Tier 2 Specialist Support">Tier2</NextStage>
</Stage>
<Stage stageType="Middle">
<Item ref="Standard||Tier2" id="318527191192719" description="Tier 2 Specialist Support">Tier2</Item>
<Initialization>Standard Enters Tier2</Initialization>
<Escalation time="3" unit="HOUR">Incident is Escalated</Escalation>
<Goal time="4" unit="HOUR">Tier2 Goal</Goal>
<NextStage ref="Standard||Closed" id="213813735111171" description="Auto Generated">Closed</NextStage>
</Stage>
</Stages>
<Participants xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Participant ref="garyw" id="67511883639135112891416313" isPool="false">garyw</Participant>
<Participant ref="jschenck" id="72381729521421633172123416" isPool="false">jschenck</Participant>
<Participant ref="NickT" id="96171921315349923924634249" isPool="false">NickT</Participant>
<Participant ref="Standard||SupportManager" id="654222596258293" isPool="true">SupportManager (Pool)</Participant>
<Participant ref="Standard||Tier1Support" id="352161952139188" isPool="true">Tier1Support (Pool)</Participant>
<Participant ref="Standard||Tier2Support" id="921522231318131" isPool="true">Tier2Support (Pool)</Participant>
</Participants>
<CustomFields xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Field id="221552971661261">
<Caption>Source</Caption>
<Title>Source</Title>
<FieldName>Source</FieldName>
<FieldFormat>List</FieldFormat>
<DefaultValue>Call</DefaultValue>
<Values>
<Item ref="Call" id="0">Call</Item>
<Item ref="EMail" id="0">EMail</Item>
<Item ref="Text" id="0">Text</Item>
</Values>
</Field>
<Field id="818831117157241">
<Caption>Urgency</Caption>
<Title>Urgency</Title>
<FieldName>Urgency</FieldName>
<FieldFormat>List</FieldFormat>
<DefaultValue>Medium</DefaultValue>
<Values>
<Item ref="High" id="0">High</Item>
<Item ref="Low" id="0">Low</Item>
<Item ref="Medium" id="0">Medium</Item>
</Values>
</Field>
<Field id="513119818455188">
<Caption>KB Article created</Caption>
<Title>KB Article Created</Title>
<FieldName>KB_Article</FieldName>
<FieldFormat>List</FieldFormat>
<DefaultValue>No</DefaultValue>
<Values>
<Item ref="No" id="0">No</Item>
<Item ref="Yes" id="0">Yes</Item>
</Values>
</Field>
<Field id="291214644251233">
<Caption>Dept</Caption>
<Title>Department</Title>
<FieldName>Dept</FieldName>
<FieldFormat>List</FieldFormat>
<DefaultValue>IT</DefaultValue>
<Values>
<Item ref="Accounting" id="0">Accounting</Item>
<Item ref="Accounts Payable" id="0">Accounts Payable</Item>
<Item ref="Facilities" id="0">Facilities</Item>
<Item ref="HR" id="0">HR</Item>
<Item ref="IT" id="0">IT</Item>
<Item ref="Other" id="0">Other</Item>
<Item ref="Payroll" id="0">Payroll</Item>
<Item ref="Sales" id="0">Sales</Item>
<Item ref="Telecom" id="0">Telecom</Item>
</Values>
</Field>
</CustomFields>
<AccessRights xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<ViewHiddenNotes>true</ViewHiddenNotes>
<ChangeHiddenNotes>true</ChangeHiddenNotes>
<FieldRights>
<FieldRight>
<FieldName>ID</FieldName>
<AccessType>Required</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Summary</FieldName>
<AccessType>Required</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Description</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>CreationDtTm</FieldName>
<AccessType>ViewOnly</AccessType>
</FieldRight>
<FieldRight>
<FieldName>SubmitterName</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>SubmitterEmailAddr</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>ContactPhone</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>OrgName</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>OrgID</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>StaffID</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>ContactEmail</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>MachineID</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Note</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>ClosedDtTm</FieldName>
<AccessType>ViewOnly</AccessType>
</FieldRight>
<FieldRight>
<FieldName>PromiseDtTm</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>DueDtTm</FieldName>
<AccessType>ViewOnly</AccessType>
</FieldRight>
<FieldRight>
<FieldName>ActualCompletedDate</FieldName>
<AccessType>ViewOnly</AccessType>
</FieldRight>
<FieldRight>
<FieldName>HiddenNote</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Owner</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>LockUser</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>EditDtTm</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>current_esc_datetime</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>current_goal_datetime</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>lockTime</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>sourceType</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Status</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Priority</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Severity</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Category</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>SubCategory</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Stage</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Resolution</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Assignee</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Source</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Urgency</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>KB_Article</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
<FieldRight>
<FieldName>Dept</FieldName>
<AccessType>Edit</AccessType>
</FieldRight>
</FieldRights>
</AccessRights>
<NoteTemplates xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">
<Item ref="My Note" id="196429316815241">My Note</Item>
<Item ref="Note 2" id="167218821431219">Second note</Item>
</NoteTemplates>
<ChangeProcedure xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard is Changed</ChangeProcedure>
<GoalProcedure time="1" unit="DAY" xmlns="http://www.kaseya.com/vsa/2007/12/ServiceDeskDefinition.xsd">Standard Goal - All Stages</GoalProcedure>
</ServiceDeskDefinitionResponse>
<Method>GetServiceDesk</Method>
<TransactionID>146</TransactionID>
<ErrorMessage/>
<ErrorLocation/>
</GetServiceDeskResult>
</GetServiceDeskResponse>
