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Tools

ToolDescription
topdesk_archive_incidentArchive an incident by id
topdesk_create_incidentCreate an Incident
topdesk_create_incident_timespentRegister time spent on an incident by id
topdesk_deescalate_incidentDeescalate an incident by id
topdesk_delete_incident_actionsDelete action by incident id and action id
topdesk_delete_incident_attachmentsDelete a file from an incident identified by id
topdesk_delete_incident_requestsDelete request by incident id and request id
topdesk_escalate_incidentEscalate an incident by id
topdesk_get_incidentReturns an incident.
topdesk_get_incident_actionsGet incident actions by incident id and action id
topdesk_get_incident_free_fields_searchlistsGet list of optional drop-down values
topdesk_get_incident_requestsGet incident request by incident id and request id
topdesk_get_incident_timeregistrationsReturns an timeregistration by id.
topdesk_list_incidentReturns a list of incidents.
topdesk_list_incident_actionsGet incident actions by incident id
topdesk_list_incident_attachmentsGet incident attachments by incident id
topdesk_list_incident_call_typesGet list of call types
topdesk_list_incident_categoriesGet list of categories
topdesk_list_incident_closure_codesGet list of closure codes
topdesk_list_incident_deescalation_reasonsGet list of reasons for deescalation
topdesk_list_incident_durationsGet list of durations
topdesk_list_incident_entry_typesGet list of entry types
topdesk_list_incident_escalation_reasonsGet list of reasons for escalation
topdesk_list_incident_impactsGet list of impacts
topdesk_list_incident_prioritiesGet list of priorities
topdesk_list_incident_progresstrailGet incident progress trail by incident id
topdesk_list_incident_progresstrail_countGet incident progress trail entry count by incident id
topdesk_list_incident_requestsGet incident requests by incident id
topdesk_list_incident_slasGet list of SLA services
topdesk_list_incident_slas_servicesGet list of services
topdesk_list_incident_statusesGet list of processing statuses
topdesk_list_incident_subcategoriesGet list of subcategories
topdesk_list_incident_timeregistrationsGet list of time registrations. By default only time registartions entries for 1st and 2nd line incidents are returned
topdesk_list_incident_timespentRegister time spent on an incident by id
topdesk_list_incident_urgenciesGet list of urgencies
topdesk_patch_incidentUpdates an Incident
topdesk_unarchive_incidentUnarchive an incident by id
topdesk_update_incidentUpdates an Incident

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topdesk_archive_incident

Archive an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id

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topdesk_create_incident

Create an Incident Parameters:
ParameterTypeRequiredDefaultDescription
actionstringNo—Initial action. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
actionInvisibleForCallerbooleanNo—Whether the initial action is invisible for persons. Can only be set by operators.
branchobjectNo—Branch (for Location) by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "branch" : &#123; "id" : "&lt;UUID&gt;" &#125;
briefDescriptionstringNo—Brief description. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked.
callerobjectNo—Using the caller parameter to fill in a registered caller is deprecated, use the callerLookup parameter instead. The caller contact details for this incident. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Is filled in automatically for persons and when the callerLookup parameter is provided. To fill in an unregistered caller, fill in the caller’s name: "caller" : &#123; "dynamicName" : "Firstname Lastname" &#125; It is an error to provide both a name and a registered caller.
callerLookupobjectNo—Lookup value for filling in a registered caller’s contact details. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. The caller is filled in automatically for persons. Examples: "callerLookup" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callerLookup" : &#123; "email" : "email@domain.com" &#125; It is an error to provide more than one lookup value or to provide an empty callerLookup object.
callTypeobjectNo—Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "callType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callType" : &#123; "name" : "Name of Searchlist" &#125;
categoryobjectNo—Category by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. Example: "category" : &#123; "id" : "&lt;UUID&gt;" &#125; or "category" : &#123; "name" : "Name of Searchlist" &#125;
closedbooleanNo—Whether the incident is closed. Can only be set by operators. For partials, will be ignored. The value of completed will be used instead.
closedDatestringNo—Closed date. Can only be set by operators. For partials, will be ignored. The value of completedDate will be used instead. Example: “closedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
closureCodeobjectNo—Closure code by id or name. Can only be set by operators. Example: "closureCode" : &#123; "id" : "&lt;UUID&gt;" &#125; or "closureCode" : &#123; "name" : "Name of Searchlist" &#125;
completedbooleanNo—Whether the incident is completed. Can only be set by operators.
completedDatestringNo—Completed date. Can only be set by operators. Example: “completedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
costsnumberNo—Costs. Can only be set by operators. Example: “costs” : “0.15”
durationobjectNo—Duration by id or name. Can only be set by operators. Example: "duration" : &#123; "id" : "&lt;UUID&gt;" &#125; or "duration" : &#123; "name" : "Name of Searchlist" &#125;
entryTypeobjectNo—Entry type by id or name. Can only be set by operators. Example: "entryType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "entryType" : &#123; "name" : "Name of Searchlist" &#125;
externalLinkobjectNo—External Link
externalNumberstringNo—External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident.
feedbackMessagestringNo—Leave feedback message on incident, only available for closed incidents and when feedbackRating is given. Can only be set by operators or the caller of the incident. Example: "feedbackMessage" : "Nice!"
feedbackRatingnumberNo—Rate incident, only available for closed incidents. Can only be set by operators or the caller of the incident. Example: "feedbackRating" : "5"
impactobjectNo—Impact by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "impact" : &#123; "id" : "&lt;UUID&gt;" &#125; or "impact" : &#123; "name" : "Name of Searchlist" &#125;
locationobjectNo—Location by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "location" : &#123; "id" : "&lt;UUID&gt;" &#125;
mainIncidentobjectNo—Main incident id or number, required for creating a partial incident. This must be an open, unarchived second line incident and visible to the operator. It is an error to provide a main incident for non-partial incidents. Can only be set by operators. example: "mainIncident" : &#123; "id" : "&lt;UUID&gt;" &#125; or ```` "mainIncident" : &#123; "number" : "I 1909 123" &#125;
majorCallbooleanNo—Whether the incident is a major call. Can only be set by operators.
majorCallObjectobjectNo—Major call by id or number. Can only be set by operators. Example: "majorCallObject" : &#123; "id" : "&lt;UUID&gt;" &#125; or "majorCallObject" : &#123; "name" : "I 1909 123" &#125;
objectobjectNo—Object by id or by name. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Examples: "object" : &#123; "id" : "&lt;UUID&gt;" &#125; or "object" : &#123; "name" : "OBJ001" &#125; If both object and location are given, object is set and location is ignored.
onHoldbooleanNo—On hold. On hold date will be filled accordingly. Can only be set by operators. Example: "onHold" : "true"
operatorobjectNo—Operator by id. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. Example: "operator": &#123; "id": "&lt;UUID&gt;" &#125;
operatorGroupobjectNo—Operator group by id. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "operatorGroup" : &#123; "id" : "&lt;UUID&gt;" &#125;
optionalFields1objectNo—The enabled optional fields.
optionalFields2objectNo—The enabled optional fields.
priorityobjectNo—Priority by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Will be automatically filled in if you provide impact and/or urgency leading to a unique priority according to your priority matrix, and the same request doesn’t provide a priority. For incidents with a linked SLA, if the priority provided cannot be found in the Service Level Priority List, the duration field of the incident will be emptied. Example: "priority" : &#123; "id" : "&lt;UUID&gt;" &#125; or "priority" : &#123; "name" : "Name of Searchlist" &#125;
processingStatusobjectNo—Processing status by id or name. Can only be set by operators. Example: "processingStatus" : &#123; "id" : "&lt;UUID&gt;" &#125; or "processingStatus" : &#123; "name" : "Name of Searchlist" &#125;
publishToSsdbooleanNo—Whether the incident should be published in the Self Service Desk; only major incidents can be published. Can only be set by operators.
requeststringNo—Initial request. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
respondedbooleanNo—Whether the incident is responded. SLM-licence is needed. Can only be set by operators. When the setting “Status determines responded” is on, this will be filled automatically (manual setting is prohibited).
responseDatestringNo—Response date. SLM-licence is needed. Can only be set by operators. Will automatically be set to current date if left out and “responded : true” is set. Example: "responseDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
slaobjectNo—SLA by id. Can only be set by operators. Example: "sla" : &#123; "id" : "&lt;UUID&gt;" &#125;
statusstringNo—Status of the incident. Can only be set by operators.
subcategoryobjectNo—Subcategory by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. If a subcategory is provided without a category, the corresponding category will be filled in automatically, unless there are multiple matching categories, in which case the request will fail. Examples: "subcategory" : &#123; "id" : "&lt;UUID&gt;" &#125; or "subcategory" : &#123; "name" : "Printer" &#125;
supplierobjectNo—Supplier by id. Can only be set by operators. Example: "supplier" : &#123; "id" : "&lt;UUID&gt;" &#125;
targetDateobjectNo—Target date. Can only be set by operators. Example: "targetDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
urgencyobjectNo—Urgency by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "urgency" : &#123; "id" : "&lt;UUID&gt;" &#125; or "urgency" : &#123; "name" : "Name of Searchlist" &#125;

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topdesk_create_incident_timespent

Register time spent on an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id
entryDatestringNo—Date for when the time spent should be registered. If not set, will be set to the current time. Example: "entryDate": : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
notesstringNo—Notes for the entry of registered time spent Example: "notes": "Took a bit longer to find a patch than expected."
operatorobjectNo—Operator by id. If not set, currently logged in operator will be used. Example: "operator" : &#123; "id" : "&lt;UUID&gt;" &#125;
operatorGroupobjectNo—Operator group by id. Must match with the specified operator. If no operator specified, operator group will also be set as the operator. Example: "operatorGroup" : &#123; "id" : "&lt;UUID&gt;" &#125;
reasonobjectNo—The reason value
timeSpentintegerYes—Time spent in minutes. Can be negative as long as the total registered time on the incident does not go below 0. Can not be 0. Example: "timeSpent": 30

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topdesk_deescalate_incident

Deescalate an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id

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topdesk_delete_incident_actions

Delete action by incident id and action id Parameters:
ParameterTypeRequiredDefaultDescription
incidentidstringYes—incident id
actionidstringYes—action id

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topdesk_delete_incident_attachments

Delete a file from an incident identified by id Parameters:
ParameterTypeRequiredDefaultDescription
incidentIdstringYes—The incident id
attachmentIdstringYes—The attachment id

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topdesk_delete_incident_requests

Delete request by incident id and request id Parameters:
ParameterTypeRequiredDefaultDescription
incidentidstringYes—incident id
requestidstringYes—request id

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topdesk_escalate_incident

Escalate an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id

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topdesk_get_incident

Returns an incident. Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The uuid of the incident

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topdesk_get_incident_actions

Get incident actions by incident id and action id Parameters:
ParameterTypeRequiredDefaultDescription
incidentidstringYes—incident id
actionidstringYes—action id
inlineimagesbooleanNo—Whether inline images should be returned
non_api_attachment_urlsbooleanNo—Whether links to attachments and bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_get_incident_free_fields_searchlists

Get list of optional drop-down values Parameters:
ParameterTypeRequiredDefaultDescription
tabnumberYes—The tab number
searchlistnumberYes—The list of optional drop-down values

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topdesk_get_incident_requests

Get incident request by incident id and request id Parameters:
ParameterTypeRequiredDefaultDescription
incidentidstringYes—incident id
requestidstringYes—request id
inlineimagesbooleanNo—Whether inline images should be returned
non_api_attachment_urlsbooleanNo—Whether links to bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_get_incident_timeregistrations

Returns an timeregistration by id. Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The uuid of the time registartion

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topdesk_list_incident

Returns a list of incidents. Parameters:
ParameterTypeRequiredDefaultDescription
pageStartintegerNo—The offset to start at. The default is 0.
pageSizeintegerNo—How many incidents should be returned max. Default is 10.
sortstringNo—The sort order of the returned incidents. Incidents can be ordered by most of the fields. But for best performance one should order by one of the following fields: callDate, creationDate, modificationDate, targetDate, closedDate or id. It’s faster to order by 1 field only. To specify if the order should be ascending or descending, append “:asc” or “:desc” to the field name. Multiple columns can be specified by comma-joining the orderings. Example: sort=tragetDate:asc,creationDate:desc. Fields not allowed for sorting are: externalLinks, escalationStatus, action, attachments, partialIncidents, partialIncidents.link
querystringNo—A FIQL string to select which incidents should be returned. (See Tutorial)
fieldsstringNo—A comma-separated list of which fields should be returned. By default all fields will be returned. (slow)
dateFormatstringNo—Format of date fields in json. When set to iso8601 dates will be sent in the form of ‘2020-10-01T14:10:00Z’. Otherwise old date format will be used: ‘2020-10-01T14:10:00.000+0000’
allbooleanNo—when present or when present and set to true will make all incident to be returned. Including partials and archived. This overrides the default behaviour when only firstLine and secondLine incidents are returned by default. This can be used in combinations with query parameter to narrow down the requited statuses.

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topdesk_list_incident_actions

Get incident actions by incident id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—incident id
startnumberNo—The offset at which to start listing the progress trail entries at
page_sizenumberNo—The amount of progress trail entries to be returned per request
inlineimagesbooleanNo—Whether inline images should be returned
non_api_attachment_urlsbooleanNo—Whether links to attachments and bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_list_incident_attachments

Get incident attachments by incident id Parameters:
ParameterTypeRequiredDefaultDescription
incidentIdstringYes—The incident id
startnumberNo—The offset at which to start listing at
page_sizenumberNo—The amount of entities to be returned per request
non_api_attachment_urlsbooleanNo—Whether links to bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_list_incident_call_types

Get list of call types

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topdesk_list_incident_categories

Get list of categories

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topdesk_list_incident_closure_codes

Get list of closure codes

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topdesk_list_incident_deescalation_reasons

Get list of reasons for deescalation

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topdesk_list_incident_durations

Get list of durations

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topdesk_list_incident_entry_types

Get list of entry types

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topdesk_list_incident_escalation_reasons

Get list of reasons for escalation

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topdesk_list_incident_impacts

Get list of impacts

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topdesk_list_incident_priorities

Get list of priorities

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topdesk_list_incident_progresstrail

Get incident progress trail by incident id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—incident id
startnumberNo—The offset at which to start listing the progress trail entries at
page_sizenumberNo—The amount of progress trail entries to be returned per request
inlineimagesbooleanNo—Whether inline images should be returned
non_api_attachment_urlsbooleanNo—Whether links to attachments and bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_list_incident_progresstrail_count

Get incident progress trail entry count by incident id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id

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topdesk_list_incident_requests

Get incident requests by incident id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—incident id
startnumberNo—The offset at which to start listing at
page_sizenumberNo—The amount of entities to be returned per request
inlineimagesbooleanNo—Whether inline images should be returned
non_api_attachment_urlsbooleanNo—Whether links to bigger versions of inline images should be returned in a format that can be used by a browser (with cookie authentication) instead of by an API user

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topdesk_list_incident_slas

Get list of SLA services Parameters:
ParameterTypeRequiredDefaultDescription
page_sizenumberNo—The amount of SLA services to be returned per request. There is no way to request later ‘pages’, provide more specific filter parameters instead.
incidentstringNo—An incident number or identifier. If specified, all other filter parameters are ignored, and exactly those SLA services that could apply to the incident will be returned. This filter accounts for the strict/loose validity setting, and contract start and end date.
contractstringNo—Return only SLA services for the specified contract id. If specified, the other filter parameters that determine the contract (including ‘person’) are ignored.
personstringNo—Shortcut for filtering contract. The values from the person card are used for the contract filtering options. If specified, the other filter parameters that determine the contract (except contractDate) are ignored.
servicestringNo—A service name or id. If specified, the other filter parameters that determine the service are ignored.
branchstringNo—Return only SLA services where the contract applies to the specified branch. The Contract for head branch valid for subsidiary branches’ setting is applied.
budgetHolderstringNo—Name or id of a budget holder. Return only SLA services where the contract applies to the specified budget holder.
departmentstringNo—Name or id of a department. Return only SLA services where the contract applies to the specified department.
branchExtraAstringNo—Name or id of a branchExtraA. Return only SLA services where the contract applies to the specified branchExtraA.
branchExtraBstringNo—Name or id of a branchExtraB. Return only SLA services where the contract applies to the specified branchExtraB.
contractDatestringNo—Date on which the contract needs to be valid. If not specified, defaults to now. The date must be specified in UTC, according to ISO 8601.
callTypestringNo—Name or id of a call type. Return only SLA services where the service is available for to the specified call type.
categorystringNo—Name (default language only) or id of a category for incidents. Return only SLA services where the service is available for to the specified category.
subcategorystringNo—Name (default language only) or id of a subcategory for incidents. Return only SLA services where the service is available for to the specified subcategory.
assetstringNo—Name, object id or asset id. Return only SLA services where the service is linked to the specified asset.

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topdesk_list_incident_slas_services

Get list of services

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topdesk_list_incident_statuses

Get list of processing statuses

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topdesk_list_incident_subcategories

Get list of subcategories

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topdesk_list_incident_timeregistrations

Get list of time registrations. By default only time registartions entries for 1st and 2nd line incidents are returned Parameters:
ParameterTypeRequiredDefaultDescription
pageStartintegerNo—The offset to start at. The default is 0.
pageSizeintegerNo—How many entries should be returned max. Default is 100.
sortstringNo—The sort order of the returned entries. To specify if the order should be ascending or descending append “:asc” or “:desc” to the field name. Multiple columns can be specified by comma-joining the orderings. Example: sort=timeSpent:asc,creationDate:desc. By default entries are sorted by modificationDate:desc, creationDate:desc
querystringNo—A FIQL string to select which incidents should be returned.
fieldsstringNo—A comma-separated list of which fields should be returned. By default only id will be returned. The name of fields corresponds to the names returned in response.

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topdesk_list_incident_timespent

Register time spent on an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id

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topdesk_list_incident_urgencies

Get list of urgencies

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topdesk_patch_incident

Updates an Incident Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The id value
actionstringNo—Initial action. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
actionInvisibleForCallerbooleanNo—Whether the initial action is invisible for persons. Can only be set by operators.
branchobjectNo—Branch (for Location) by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "branch" : &#123; "id" : "&lt;UUID&gt;" &#125;
briefDescriptionstringNo—Brief description. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked.
callDatestringNo—The date when this call was registed. Usually that’s the same as when the incident was created, but it can be useful to change it e.g. when registering a call that came in yesterday. Example: "callDate" : "2015-11-15T14:00:00.000+0200"
callerobjectNo—Using the caller parameter to fill in a registered caller is deprecated, use the callerLookup parameter instead. The caller contact details for this incident. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Is filled in automatically for persons and when the callerLookup parameter is provided. To fill in an unregistered caller, fill in the caller’s name: "caller" : &#123; "dynamicName" : "Firstname Lastname" &#125; It is an error to provide both a name and a registered caller.
callerLookupobjectNo—Lookup value for filling in a registered caller’s contact details. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. The caller is filled in automatically for persons. Examples: "callerLookup" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callerLookup" : &#123; "email" : "email@domain.com" &#125; It is an error to provide more than one lookup value or to provide an empty callerLookup object.
callTypeobjectNo—Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "callType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callType" : &#123; "name" : "Name of Searchlist" &#125;
categoryobjectNo—Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "callType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callType" : &#123; "name" : "Name of Searchlist" &#125;
closedbooleanNo—Whether the incident is closed. Can only be set by operators. For partials, will be ignored. The value of completed will be used instead.
closedDatestringNo—Closed date. Can only be set by operators. For partials, will be ignored. The value of completedDate will be used instead. Example: “closedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
closureCodeobjectNo—Closure code by id or name. Can only be set by operators. Example: "closureCode" : &#123; "id" : "&lt;UUID&gt;" &#125; or "closureCode" : &#123; "name" : "Name of Searchlist" &#125;
completedbooleanNo—Whether the incident is completed. Can only be set by operators.
completedDatestringNo—Completed date. Can only be set by operators. Example: “completedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
costsnumberNo—Costs. Can only be set by operators. Example: “costs” : “0.15”
durationobjectNo—Duration by id or name. Can only be set by operators. Example: "duration" : &#123; "id" : "&lt;UUID&gt;" &#125; or "duration" : &#123; "name" : "Name of Searchlist" &#125;
entryTypeobjectNo—Entry type by id or name. Can only be set by operators. Example: "entryType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "entryType" : &#123; "name" : "Name of Searchlist" &#125;
externalLinkobjectNo—External Link
externalNumberstringNo—External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident.
feedbackMessagestringNo—Leave feedback message on incident, only available for closed incidents and when feedbackRating is given. Can only be set by operators or the caller of the incident. Example: "feedbackMessage" : "Nice!"
feedbackRatingnumberNo—Rate incident, only available for closed incidents. Can only be set by operators or the caller of the incident. Example: "feedbackRating" : "5"
impactobjectNo—Impact by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "impact" : &#123; "id" : "&lt;UUID&gt;" &#125; or "impact" : &#123; "name" : "Name of Searchlist" &#125;
locationobjectNo—Location by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "location" : &#123; "id" : "&lt;UUID&gt;" &#125;
majorCallbooleanNo—Whether the incident is a major call. Can only be set by operators.
majorCallObjectobjectNo—Major call by id or number. Can only be set by operators. Example: "majorCallObject" : &#123; "id" : "&lt;UUID&gt;" &#125; or "majorCallObject" : &#123; "name" : "I 1909 123" &#125;
objectobjectNo—Object by id or by name. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Examples: "object" : &#123; "id" : "&lt;UUID&gt;" &#125; or "object" : &#123; "name" : "OBJ001" &#125; If both object and location are given, object is set and location is ignored.
onHoldbooleanNo—On hold. On hold date will be filled accordingly. Can only be set by operators. Example: "onHold" : "true"
operatorobjectNo—Operator by id. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. Example: "operator": &#123; "id": "&lt;UUID&gt;" &#125;
operatorGroupobjectNo—Operator group by id. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "operatorGroup" : &#123; "id" : "&lt;UUID&gt;" &#125;
optionalFields1objectNo—The enabled optional fields.
optionalFields2objectNo—The enabled optional fields.
priorityobjectNo—Priority by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Will be automatically filled in if you provide impact and/or urgency leading to a unique priority according to your priority matrix, and the same request doesn’t provide a priority. For incidents with a linked SLA, if the priority provided cannot be found in the Service Level Priority List, the duration field of the incident will be emptied. Example: "priority" : &#123; "id" : "&lt;UUID&gt;" &#125; or "priority" : &#123; "name" : "Name of Searchlist" &#125;
processingStatusobjectNo—Processing status by id or name. Can only be set by operators. Example: "processingStatus" : &#123; "id" : "&lt;UUID&gt;" &#125; or "processingStatus" : &#123; "name" : "Name of Searchlist" &#125;
publishToSsdbooleanNo—Whether the incident should be published in the Self Service Desk; only major incidents can be published. Can only be set by operators.
requeststringNo—Initial request. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
respondedbooleanNo—Whether the incident is responded. SLM-licence is needed. Can only be set by operators. When the setting “Status determines responded” is on, this will be filled automatically (manual setting is prohibited).
responseDatestringNo—Response date. SLM-licence is needed. Can only be set by operators. Will automatically be set to current date if left out and “responded : true” is set. Example: "responseDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
slaobjectNo—SLA by id. Can only be set by operators. Example: "sla" : &#123; "id" : "&lt;UUID&gt;" &#125;
subcategoryobjectNo—Subcategory by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. If a subcategory is provided without a category, the corresponding category will be filled in automatically, unless there are multiple matching categories, in which case the request will fail. Examples: "subcategory" : &#123; "id" : "&lt;UUID&gt;" &#125; or "subcategory" : &#123; "name" : "Printer" &#125;
supplierobjectNo—Supplier by id. Can only be set by operators. Example: "supplier" : &#123; "id" : "&lt;UUID&gt;" &#125;
targetDateobjectNo—Target date. Can only be set by operators. Example: "targetDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
urgencyobjectNo—Urgency by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "urgency" : &#123; "id" : "&lt;UUID&gt;" &#125; or "urgency" : &#123; "name" : "Name of Searchlist" &#125;

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topdesk_unarchive_incident

Unarchive an incident by id Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The incident id
unarchive_partialsbooleanNo—Whether partial calls should also be unarchived.

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topdesk_update_incident

Updates an Incident Parameters:
ParameterTypeRequiredDefaultDescription
idstringYes—The id value
actionstringNo—Initial action. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
actionInvisibleForCallerbooleanNo—Whether the initial action is invisible for persons. Can only be set by operators.
branchobjectNo—Branch (for Location) by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "branch" : &#123; "id" : "&lt;UUID&gt;" &#125;
briefDescriptionstringNo—Brief description. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked.
callDatestringNo—The date when this call was registed. Usually that’s the same as when the incident was created, but it can be useful to change it e.g. when registering a call that came in yesterday. Example: "callDate" : "2015-11-15T14:00:00.000+0200"
callerobjectNo—Using the caller parameter to fill in a registered caller is deprecated, use the callerLookup parameter instead. The caller contact details for this incident. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Is filled in automatically for persons and when the callerLookup parameter is provided. To fill in an unregistered caller, fill in the caller’s name: "caller" : &#123; "dynamicName" : "Firstname Lastname" &#125; It is an error to provide both a name and a registered caller.
callerLookupobjectNo—Lookup value for filling in a registered caller’s contact details. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. The caller is filled in automatically for persons. Examples: "callerLookup" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callerLookup" : &#123; "email" : "email@domain.com" &#125; It is an error to provide more than one lookup value or to provide an empty callerLookup object.
callTypeobjectNo—Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "callType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callType" : &#123; "name" : "Name of Searchlist" &#125;
categoryobjectNo—Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "callType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "callType" : &#123; "name" : "Name of Searchlist" &#125;
closedbooleanNo—Whether the incident is closed. Can only be set by operators. For partials, will be ignored. The value of completed will be used instead.
closedDatestringNo—Closed date. Can only be set by operators. For partials, will be ignored. The value of completedDate will be used instead. Example: “closedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
closureCodeobjectNo—Closure code by id or name. Can only be set by operators. Example: "closureCode" : &#123; "id" : "&lt;UUID&gt;" &#125; or "closureCode" : &#123; "name" : "Name of Searchlist" &#125;
completedbooleanNo—Whether the incident is completed. Can only be set by operators.
completedDatestringNo—Completed date. Can only be set by operators. Example: “completedDate” : “2018-11-15T14:00:00.000+0200” The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000
costsnumberNo—Costs. Can only be set by operators. Example: “costs” : “0.15”
durationobjectNo—Duration by id or name. Can only be set by operators. Example: "duration" : &#123; "id" : "&lt;UUID&gt;" &#125; or "duration" : &#123; "name" : "Name of Searchlist" &#125;
entryTypeobjectNo—Entry type by id or name. Can only be set by operators. Example: "entryType" : &#123; "id" : "&lt;UUID&gt;" &#125; or "entryType" : &#123; "name" : "Name of Searchlist" &#125;
externalLinkobjectNo—External Link
externalNumberstringNo—External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident.
feedbackMessagestringNo—Leave feedback message on incident, only available for closed incidents and when feedbackRating is given. Can only be set by operators or the caller of the incident. Example: "feedbackMessage" : "Nice!"
feedbackRatingnumberNo—Rate incident, only available for closed incidents. Can only be set by operators or the caller of the incident. Example: "feedbackRating" : "5"
impactobjectNo—Impact by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "impact" : &#123; "id" : "&lt;UUID&gt;" &#125; or "impact" : &#123; "name" : "Name of Searchlist" &#125;
locationobjectNo—Location by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: "location" : &#123; "id" : "&lt;UUID&gt;" &#125;
majorCallbooleanNo—Whether the incident is a major call. Can only be set by operators.
majorCallObjectobjectNo—Major call by id or number. Can only be set by operators. Example: "majorCallObject" : &#123; "id" : "&lt;UUID&gt;" &#125; or "majorCallObject" : &#123; "name" : "I 1909 123" &#125;
objectobjectNo—Object by id or by name. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Examples: "object" : &#123; "id" : "&lt;UUID&gt;" &#125; or "object" : &#123; "name" : "OBJ001" &#125; If both object and location are given, object is set and location is ignored.
onHoldbooleanNo—On hold. On hold date will be filled accordingly. Can only be set by operators. Example: "onHold" : "true"
operatorobjectNo—Operator by id. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. Example: "operator": &#123; "id": "&lt;UUID&gt;" &#125;
operatorGroupobjectNo—Operator group by id. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: "operatorGroup" : &#123; "id" : "&lt;UUID&gt;" &#125;
optionalFields1objectNo—The enabled optional fields.
optionalFields2objectNo—The enabled optional fields.
priorityobjectNo—Priority by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Will be automatically filled in if you provide impact and/or urgency leading to a unique priority according to your priority matrix, and the same request doesn’t provide a priority. For incidents with a linked SLA, if the priority provided cannot be found in the Service Level Priority List, the duration field of the incident will be emptied. Example: "priority" : &#123; "id" : "&lt;UUID&gt;" &#125; or "priority" : &#123; "name" : "Name of Searchlist" &#125;
processingStatusobjectNo—Processing status by id or name. Can only be set by operators. Example: "processingStatus" : &#123; "id" : "&lt;UUID&gt;" &#125; or "processingStatus" : &#123; "name" : "Name of Searchlist" &#125;
publishToSsdbooleanNo—Whether the incident should be published in the Self Service Desk; only major incidents can be published. Can only be set by operators.
requeststringNo—Initial request. The following html tags can be used to format the text: <ul> <li><i></li> <li><em></li> <li><b></li> <li><strong></li> <li><u></li> <li><img> BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: <img src=“data:image/png;base64,iVBORw0KGgoAAA…”></li> <li><br></li> <li><p></li> <li><div></li> </ul> Can be set by operators and persons.
respondedbooleanNo—Whether the incident is responded. SLM-licence is needed. Can only be set by operators. When the setting “Status determines responded” is on, this will be filled automatically (manual setting is prohibited).
responseDatestringNo—Response date. SLM-licence is needed. Can only be set by operators. Will automatically be set to current date if left out and “responded : true” is set. Example: "responseDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
slaobjectNo—SLA by id. Can only be set by operators. Example: "sla" : &#123; "id" : "&lt;UUID&gt;" &#125;
subcategoryobjectNo—Subcategory by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. If a subcategory is provided without a category, the corresponding category will be filled in automatically, unless there are multiple matching categories, in which case the request will fail. Examples: "subcategory" : &#123; "id" : "&lt;UUID&gt;" &#125; or "subcategory" : &#123; "name" : "Printer" &#125;
supplierobjectNo—Supplier by id. Can only be set by operators. Example: "supplier" : &#123; "id" : "&lt;UUID&gt;" &#125;
targetDateobjectNo—Target date. Can only be set by operators. Example: "targetDate" : "2015-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000
urgencyobjectNo—Urgency by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: "urgency" : &#123; "id" : "&lt;UUID&gt;" &#125; or "urgency" : &#123; "name" : "Name of Searchlist" &#125;