SysAid REST API Details
  • 03 Oct 2022
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SysAid REST API Details

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Login

Parameters

Field
Description
account_id

Optional: The user’s account id.

Example Value: cmdb

user_name

Required: The user’s name

Example Value: sysaid

password

Required: The user’s password, url encoded (utf-8).

Example Value: password123

mobile_app

Optional: Should be set to true for mobile app.

Example Value: true

versionOptional: app version
deviceOptional: device model
osOptional: os type
os_versionOptional: the os version
push_idOptional: The id for push notifications

Returns
An access key, the SysAid version and basic information of the logged-in user.

Sample JSON return value

{
“language”:”en”,
“sysaid_version”:””,
   “date_format”:”yyyymmdd hh:MM:ss”
   “user”: {
         “id”:”2”,
                  “name”:”ILIENT\Barby”,
                  “info”: [{“key”:”display_name”,”value”:”Barbara Straisend”},
                             {“key”:”email_address”, “value”:”barbara@gmail.com”},
                             {“key”:”building”, “value”:”1C”}]
              }
}

Return values definition

Field
Description

logged_in

Whether the user is authenticated to this app. true/false.

user_id

The user unique id

language

Returns the user’s default language, as defined in SysAid server

error_msg

Optional. An error message to display to the user in case of failure

sysaid_version

The SysAid server version

Important

Upon a successful login, the API consumer needs to retrieve the JSESSIONID cookie from the Response Header and submit it in all consequent API Request Headers.

Users

Get Users List

Get a list of users in SysAid.

Parameters

Field
Description
viewOptional: A SysAid view which defines the available fields (Mobile view is called 'Mobile').
fieldsOptional: A list of fields to return, separated by commas. If sent together with the View parameter, returns both Views fields and the requested fields.
typeOptional: The user type to retrieve. Available values are: admin, user, and manager. Defaults to all user type.
offsetOptional: Retrieved users count is limited (see limit param). This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero base.
limitOptional: The maximum number of users to retrieve per request. Defaults to 500 (configurable).

Returns
A list of users. For each user returns the user ID, user Name, and information as defined in the view and/or fields parameters. If none of them exist, return full user information.

Sample JSON return value

[
    {
“id”:”1”,
       “name”:”ILIENT\Johnny”,
       “info”: [{“key”:”display_name”,”value”:”John Doe”},
                  {“key”:”email_address”, “value”:”john@gmail.com”},
                  {“key”:”building”, “value”:”1A”}]
   },
   {
“id”:”2”,
       “name”:”ILIENT\Barby”,
       “info”: [{“key”:”display_name”,”value”:”Barbara Straisend”},
                  {“key”:”email_address”, “value”:”barbara@gmail.com”},
                  {“key”:”building”, “value”:”1C”}]
   }
]

Return values definition

FieldDescription
FieldDescription
idThe user id
nameThe user name
infoUser information fields

Get User

Get information on the specified user

Parameters

Field
Description
viewOptional: A SysAid view which defines the available fields (mobile view is called ‘Mobile’).
fieldsOptional: List of fields to return, comma separated. If sent together with view parameter, returns both view’s fields and the requested fields.

Returns
The user ID, user Name, and information as defined in the view and/or fields parameters. If none of them exist, return full user information.

Sample JSON return value for /users/1?view=Mobile

 {
  “id”:”1”,
   “name”:”ILIENT\Moshiko”,
   “info”: [{“key”:”display_name”,”value”:”Moshe Cohen”},
               {“key”:”first_name”,”value”:”Moshe”},
               {“key”:”last_name”,”value”:”Cohen”},
               {“key”:”phone”,”value”:”+972.3.6711554”},
               {“key”:”cell_phone”,”value”:”+972.54.5453525”},
               {“key”:”email_address”, “value”:”moshe@gmail.com”},
               {“key”:”cubic”, “value”:”38”}]
   }

Return values definition

Field
Description
idThe user id
nameThe user name
infoUser info fields, as defined in the User Form > Mobile Tab in SysAid.

Search Users

Get list of users in SysAid, according to a search criteria

Parameters

Field
Description
queryThe search criteria
viewOptional: A SysAid view which defines the available fields (mobile view is called ‘Mobile’).
fieldsOptional: List of fields to return, comma separated. If sent together with view parameter, returns both view’s fields and the requested fields.
typeOptional: The users type to retrieve. Available values are: {admin, user, manager}. Defaults to all user types.
offsetOptional: Retrieved users count is limited (see limit param). This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero base.
limitOptional: The maximum number of users to retrieve per request. Defaults to 500 (configurable).
sortOptional: One or more fields to sort by, from the fields that were fetched by the request. Defaults to ‘calculated_user_name’ field/
dirOptional: Sort order: ascending or descending. available values: asc/desc. Default is ‘asc’. Relevant only when ‘sort’ parameter is sent.

Returns
A list of users that matched the search criteria. For each user returns the user ID, user Name, isAdmin, isSysAidAdmin, isManager, and information as defined in the view and/or fields parameters. If none of them exist, return full user info.

Sample JSON return value for /users/search?query=Jo&fields=display_name,email_address&limit=2

 [
{ “id”:”1”,
“name”:”ILIENT\Johnny”,
“isAdmin”: true,
“isSysAidAdmin”: false,
“isManager”: true,
“info”: [
{“key”:”display_name”,”keyCaption”:”Name”,
”value”:”John Doe”, ”valueCaption”:”John Doe”},
{“key”:”email_address”, ,”keyCaption”:”Email Address”,
“value”:”john@gmail.com”,
“valueCaption”:”john@gmail.com”},
{“key”:”building”,”keyCaption”:”Building”,
“value”:”1B”, ”valueCaption”:”1B”}]
},
{
“id”:”2”,
“name”:”ILIENT\Barby”,
“isAdmin”: true,
“isSysAidAdmin”: false,
“isManager”: true,
“info”: [
{“key”:”display_name”,”keyCaption”:”Name”,
”value”:”Barbara Straisend”, ”valueCaption”:”Barbara Straisend”},
{“key”:”email_address”, ,”keyCaption”:”Email Address”,
“value”:”barbara@gmail.com”, “valueCaption”:”barbara@gmail.com”},
{“key”:”building”,”keyCaption”:”Building”,
“value”:”1C”, ”valueCaption”:”1C”}]
}
]

Return values definition

Field
Description
idThe user id
nameThe user name
isAdminWhether this user is an administrator
isSysAidAdminWhether this user is a SysAid administrator
isManagerWhether this user has manager permissions
infoUser information fields array, according to requested fields (view/fields/all).
info.keyThe id of the information field
info.keyCaptionThe caption of the information field’s key
info.valueThe field’s value.
info.valueCaptionThe field’s value’s caption. A String representation of the value for display.

Upload user's photo

Uploads the specified user’s photo.

Payload:

Multiple data including the file

Parameters

FieldDescription
fileMultiplart file part
Note

File size limit: 500KB

Get User Permissions

Get user permissions

Parameters

None

Returns
User’s full permissions set.

Sample JSON return value or /users/1/permission

{
    “id”:”1”,
    “name”:”ILIENT\Moshiko”,
    “permissions”: [{“key”:”userPermissionUserSelfService”,”value”:”false”},
                        {“key”:”userPermissionHelpDeskView”,“value”:”true”},
                        {“key”:”userPermissionHelpDeskChangeType”,“value”:”All”},
                        {“key”:”userPermissionCMDBViewType”,“value”:”All”},
                        {“key”:”userPermissionInventoryViewGroup”,“value”:”\”},
                         ….]
}

Return values definition

Field
Description
idThe user id
nameThe user name
permissionsList of key-value pairs with all available permissions

Get A User's Permission

Check a specific user permission

Parameters

None

Returns
User’s permission for the requested permission id

Sample JSON return value for /users/1/permission/userPermissionUserSelfService

 {“key”:”userPermissionUserSelfService”,”value”:”false”}

Return values definition

Field
Description
keyThe requested permission ID
valueThe permission value

Filters

Get Filters List

Get list of available filters and their values.

Parameters

Field
Description
viewOptional: A SysAid view which defines the available filters. Defaults to SysAidMobile.
fieldsOptional: List of filter fields to return. If not specified, returns all.
offsetOptional:  Filter values count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
limitOptional: The maximum number of filter values to retrieve per request. Defaults to 500 results (configurable).

Returns
A list of all filters. For each filter returns the fields requested in the fields parameters. If not specified, returns full filter information.

Sample JSON return value for /filters?view=SysAidMobile

[
  {
“id”:”status”,
“type”:”list”,
       “values”:[{“id”:”1”, “caption”:”closed”},
                    {“id”:”2”,“caption”:”awaiting”},
                    {“id”:”3”,“caption”:”reopened”}],
       “metadata”: {”limit”:”20”, “offset”:”0”,”total”:”3”}
  },
  {
“id”:”Priority”,
“type”:”list”,
       “values”:[{“id”:”1”, “caption”:”High”},
                    {“id”:”2”,“caption”:”Urgent”}],
       “metadata”: {”limit”:”20”, “offset”:”0”,”total”:”2”}
  },
  ...
]

Return values definition

Field
Description
idThe filter ID, as defined in SysAid DB. Always returned. No need to specify in the Fields list.
typeOptional: The data type of this filter. Optional.
Available data types are: text, numeric, boolean, date, list, nested, custom.
valuesOptional: Array of  filter values.
values.idThe filter value’s ID
values.captionThe filter value’s caption
metadataAdditional metadata on the filter values. Available only when value's field is returned. See fields parameter.
metadata.limitmaximum number of filter values per request
metadata.offsetThe start index of filter values
metadata.totalThe total number of filter values

Get Filter

Returns the information & available values for the specified filter.

Parameters

FieldDescription
idThe filter ID
viewOptional: A SysAid view which defines the available fields and filters. Defaults to SysAidMobile.
offsetOptional:  Filter values count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
limitOptional: The maximum number of filter values to retrieve per request. Defaults to 500 results (configurable).

Returns
The filter information, according to the requested view and/or fields parameters. If fields not specified, return full filter information.

Sample JSON return value for /filters/status?view=SysAidMobile

{
  “id”:”status”,
  “type”:”list”,
  “values”: [
    {“id”:”1”,“caption”:”Closed”},
    {“id”:”2”,“caption”:”Awaiting”}
    ],
 “metadata”: {”limit”:”20”, “offset”:”0”,”total”:”2”}
}

Return values definition

Field
Description
idThe filter ID, as defined in SysAid DB. Always returned. No need to specify in fields list.
typeThe data type of this filter. Optional.
Available data types are: text, numeric, boolean, date, list, nested, custom.
valuesOptional: An array of  filter values
values.idThe filter value’s id
values.captionThe filter value’s caption
metadataAdditional metadata on the filter values
metadata.limitmaximum number of filter values per request
metadata.offsetThe start index of filter values
metadata.totalThe total number of filter values

Service Requests

Get Service Request List

Returns a list of available service records (SRs). Number of SRs to return can be controlled by the Offset, Limit, and Type parameters. Returned SRs can be filtered by the available filters. Each service record, Includes the fields according to the View and Fields parameters. If none are specified, all SR fields are returned.

Parameters

FieldDescription
viewOptional: A SysAid view which defines the available fields in the list. If, View is not specified, check for the Fields variable. If none specified, it returns all fields.
fieldsOptional: List of fields to return. If specified together with the View param, return all View fields together with the specified Fields param. If none specified, return all SR fields.
typeOptional: The requested service record type. Available values are {incident,request,problem,change,all}. Multiple values can be sent, comma separated For example: …&type=incident,request. If not specified, it defaults to all views created on the incident list.

Note: If the View in your Sysaid App was created on the All list view, to access it from the APIs you must provide this parameter with the value 'all'.
offsetOptional: SR count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
limitOptional: The maximum number of SRs to retrieve per request. Defaults to 500 results (configurable).
idsOptional: The list of SR IDs to return, comma separated
archiveOptional: Whether to return archived SRs. Value can be 1 or 0
sortOptional: One or more fields to sort by. Available fields are those that were fetched by the request.
dirOptional:  Sort order: ascending or descending. Available values: asc/desc. Default is ‘asc’.  Relevant only when ‘sort’ param is sent.
{filters}

Optional:  list of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated. example: …&status=4,5
Important
  • User-related fields return the user’s ID, for additional user information, call user service.
  • Dates should be sent as milliseconds in UTC/GMT (since January 1, 1970).
  • In case of a specific date match, send only this date. For example:
    • Match a date: &due_date=1398935657000
  • If a range of dates or from/to is required, send a 2-objects array of dates. If one of them is not available, set to 0. For example:
    • Between dates: &due_date=1398935657000,1399313657000
    • From date: &due_date=1398935657000,0
    • To date: &due_date=0,1399313657000

Returns
A list of service records. For each SR, it returns the SR ID, user permissions to update/delete/archive the SR, and information fields as defined in the View and/or Fields parameters. If none of them exist, returns full user information.

Sample JSON return value for /sr?view=SysAidMobile&fields=type,computer_id&limit=2

[
{
 “id”:”5433”,
 “canUpdate”:”true”,
 “canDelete”:”false”,
 “canArchive”:”false’,
 “info”: [
   {“key”:”title”,”keyCaption”:”Title”,”value”:”basic Service Request”,
                                                 ”valueCaption”:”basic Service Request”},
   {“key”:”insert_time”,”keyCaption”:”Request Time”,“value”:”13975648000”,   
                                                      valueCaption”:”2014-04-01 11:46:48”},
   {“key”:”request_user”,”keyCaption”:”Request User”,  
                    “value”:”leo@law.com”,”valueCaption”:”Leonardo Gonzales”},
   {“key”:”description”,”keyCaption”:”Description”, “value”:”Prezados Amos”,  
                                                         “valueCaption”:”Prezados Amos”},
  {“key”:”type,”keyCaption”:”Service Record Type”, “value”:”1”,
                                                        “valueCaption”:”Service Request”},
    {“key”:”computer_id”,”keyCaption”:”Asset ID”,“value”:”none”,
                                                                      “valueCaption”:”none”}]
},
{
  “id”:”5669”,
  “canUpdate”:”true”,
  “canDelete”:”false”,
  “canArchive”:”false’,
  “info”: [
   {“key”:”title”,”keyCaption”:”Title”,”value”:”Relatório de ocorrência”,
                                               ”valueCaption”:”Relatório de ocorrência”},
   {“key”:”insert_time”,”keyCaption”:”Request Time”,“value”:”1392026000”,   
                                                     valueCaption”:”2013-05-28 11:12:50”},
   {“key”:”request_user”,”keyCaption”:”Request User”,  
                    “value”:”leo@law.com”,”valueCaption”:”Leonardo Gonzales”},
   {“key”:”description”,”keyCaption”:”Description”, “value”:”Relatório de
                              ocorrência”,“valueCaption”:”Relatório de ocorrência”},
   {“key”:”type,”keyCaption”:”Service Record Type”, “value”:”1”,
                                                        “valueCaption”:”Service Request”},
   {“key”:”computer_id”,”keyCaption”:”Asset ID”,“value”:”DELL-3PXZ15J”,
                                                            ”valueCaption”:”DELL-3PXZ15J”}]
 }
]

Return values definition

Field
Description
idThe user ID
canUpdateWhether the user has permission to update this SR
canDeleteWhether the user has permission to delete this SR
canArchiveWhether the user has permission to archive this SR
infoUser info fields. An array of key-value fields, representing the SR information
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field’s value caption. A string representation of the value for display.

Get Service Request Form

Returns the information for the specified service record.

Parameters

FieldDescription
idThe service record ID
viewOptional: A SysAid view (tab) which defines the available fields in the service record form
fieldsOptional

Returns
The service record ID, user permissions to update/delete/archive the SR, and info fields according to the requested view and/or fields parameters. If none specified, return full service record information. Each info field contains metadata like: whether the field is mandatory, default value, is it editable etc.

Sample JSON return value for /sr/273?fields=type,archive,update_time,status

{
    “id”:”273”,
    “canUpdate”:”true”,
    “canDelete”:”false”,
    “canArchive”:”false’,
    “info”: [{“key”:”sr_type”,
                 ”keyCaption”:”Service Record Type”,
                 ”value”:”1”,    
                 ”valueCaption”:”Service Request”,
                 ”mandatory”:true,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:null},
               {“key”:”archive”,
                 ”keyCaption”:”Archive”,
                 ”value”:0,
                 ”valueCaption”:”0”,
                 ”mandatory”:false,
                 ”editable”:true,
                 ”type”:”boolean”,
                 ”defaultValue”:0},
                  {“key”:”update_time”,
                    ”keyCaption”:”Modify Time”,
                    ”value”:1391756438000,
                    ”valueCaption”:”2014-05-22 11:09:44”,
                ”mandatory”:false,
                ”editable”:true,
                ”type”:”date”,
                ”defaultValue”:null},
              {“key”:”status”,
                ”keyCaption”:”Status”,
                ”value”:1,                                                                   
                ”valueCaption”:”New”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”list”,
                 ”defaultValue”:”New”}
}

Return values definition

Field
Description
idThe service record ID
canUpdateWhether the user has permission to update this SR
canDeleteWhether the user has permission to delete this SR
canArchiveWhether the user has permission to archive this SR
infoService record info fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field’s value caption. A String representation of the value for display.
info.mandatoryA boolean that specifies whether this field is mandatory
info.editableA boolean that specifies whether this field is editable or read-only
info.defaultValueThe default value for this field if a specified value is not available (null)
info.typeThe field’s type. See available field types in Appendix A.

Get Service Request Form

Returns the information for the specified service record.

Parameters

Field
Description
idThe service record ID
viewOptional: A SysAid view (tab) which defines the available fields in the service record form
fieldsOptional

Returns
The service record ID, user permissions to update/delete/archive the SR, and info fields according to the requested view and/or fields parameters. If none specified, return full service record information. Each info field contains metadata like: whether the field is mandatory, default value, is it editable etc.

Sample JSON return value for /sr/273?fields=type,archive,update_time,status

{
    “id”:”273”,
    “canUpdate”:”true”,
    “canDelete”:”false”,
    “canArchive”:”false’,
    “info”: [{“key”:”sr_type”,
                 ”keyCaption”:”Service Record Type”,
                 ”value”:”1”,    
                 ”valueCaption”:”Service Request”,
                 ”mandatory”:true,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:null},
               {“key”:”archive”,
                 ”keyCaption”:”Archive”,
                 ”value”:0,
                 ”valueCaption”:”0”,
                 ”mandatory”:false,
                 ”editable”:true,
                 ”type”:”boolean”,
                 ”defaultValue”:0},
                  {“key”:”update_time”,
                    ”keyCaption”:”Modify Time”,
                    ”value”:1391756438000,
                    ”valueCaption”:”2014-05-22 11:09:44”,
                ”mandatory”:false,
                ”editable”:true,
                ”type”:”date”,
                ”defaultValue”:null},
              {“key”:”status”,
                ”keyCaption”:”Status”,
                ”value”:1,                                                                   
                ”valueCaption”:”New”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”list”,
                 ”defaultValue”:”New”}
}

Return values definition

FieldDescription
FieldDescription
idThe service record ID
canUpdateWhether the user has permission to update this SR
canDeleteWhether the user has permission to delete this SR
canArchiveWhether the user has permission to archive this SR
infoService record info fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field’s value caption. A String representation of the value for display.
info.mandatoryA boolean that specifies whether this field is mandatory
info.editableA boolean that specifies whether this field is editable or read-only
info.defaultValueThe default value for this field if a specified value is not available (null)
info.typeThe field’s type. See available field types in Appendix A.

Search Service Request

Returns a list of service requests (SR), that matched the search criteria. Number of SRs to return can be controlled by offset, limit, and type parameters. Returned SRs can be filtered by filters (See Filter Service). Each Service Request, includes the fields according to view and/or fields parameters. If none specified, all SR fields are returned.

Parameters

Field
Description
queryThe search criteria.
viewOptional: A SysAid view (tab) which defines the available fields in the service record form
fieldsOptional: List of fields to return. If specified together with the ‘view’ parameter, return all view fields together with the specified ‘fields’. If none specified, return all SR fields.
typeOptional: The service record type. Available values are {incident,request,problem,change,all}. If not specified, returns incident type.
offsetOptional: SR count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
offsetOptional: SR count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
limitOptional: The maximum number of SRs to retrieve per request. Defaults to 500 results (configurable).
archiveOptional: Whether to return archived SRs. Value can be 1 or 0
sortOptional: One or more fields to sort by. Available fields are those that were fetched by the request.
dirOptional:  Sort order: ascending or descending. Available values: asc/desc. Default is ‘asc’.  Relevant only when ‘sort’ param is sent.
{filters}

Optional:  list of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated. example: …&status=4,5
Important
  • User-related fields return the user’s ID, for additional user information, call user service.
  • Dates should be sent as milliseconds in UTC/GMT (since January 1, 1970).
  • In case of a specific date match, send only this date. For example:
    • Match a date: &due_date=1398935657000
  • If a range of dates or from/to is required, send a 2-objects array of dates. If one of them is not available, set to 0. For example:
    • Between dates: &due_date=1398935657000,1399313657000
    • From date: &due_date=1398935657000,0
    • To date: &due_date=0,1399313657000

Sample JSON /sr/search?query=54&view=SysAidMobile&limit=2

[
{
“id”:”5433”,
“canUpdate”:”true”,
“canDelete”:”false”,
“canArchive”:”false’,
“info”: [
{“key”:”title”,”keyCaption”:”Title”,”value”:”basic Service Request”, ”valueCaption”:”basic Service Request”},
{“key”:”insert_time”,”keyCaption”:”Request Time”,“value”:”13975648000”, valueCaption”:”2014-04-01 11:46:48”},
{“key”:”request_user”,”keyCaption”:”Request User”, “value”:”leo@law.com”,”valueCaption”:”Leonardo Gonzales”},
{“key”:”description”,”keyCaption”:”Description”, “value”:”Prezados Amos”, “valueCaption”:”Prezados Amos”},
{“key”:”sr_type,”keyCaption”:”Service Record Type”, “value”:”1”, “valueCaption”:”Service Request”}]
},
{
“id”:”5469”,
“canUpdate”:”true”,
“canDelete”:”false”,
“canArchive”:”false’,
“info”: [
{“key”:”title”,”keyCaption”:”Title”,”value”:”Relatório de ocorrência”, ”valueCaption”:”Relatório de ocorrência”},
{“key”:”insert_time”,”keyCaption”:”Request Time”,“value”:”1392026000”, valueCaption”:”2013-05-28 11:12:50”},
{“key”:”request_user”,”keyCaption”:”Request User”, “value”:”leo@law.com”,”valueCaption”:”Leonardo Gonzales”},
{“key”:”description”,”keyCaption”:”Description”, “value”:”Relatório de ocorrência”,“valueCaption”:”Relatório de ocorrência”},
{“key”:”sr_type,”keyCaption”:”Service Record Type”, “value”:”1”, “valueCaption”:”Service Request”}]
}
]

Return values definition

FieldDescription
id

the user ID

canUpdateWhether the user has permission to update this SR
canDeleteWhether the user has permission to delete this SR
canArchiveWhether the user has permission to archive this SR
infoService record information fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field’s value caption. A tring representation of the value for display.

Update Service Request

Update a service request

Parameters

Field
Description
idThe service record ID

Payload:
A JSON string representing the service cords with the updated fields only.

FieldDescription
idThe service record ID
infoService record information fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.valueThe field’s value

Sample JSON input for/sr/273, update the status, add a note, change assigned to user & modify time

{
“id”:”273”,
“info”:
[{“key”:”update_time”, ”value”:1391756438000},
{“key”:”status”, ”value”:2},
{“key”:”notes”,”value”:[
{“userName”:”sysaid”,”createDate”:1391756438000,”text”:”Note 123”}
]},
{“responsibility”:66}]
}

Special Service Record Information Fields

FieldDescription
notes

An array of Note objects. Each Note object consists of:

{“userName”:<user_name>,”createDate”:<creation date milliseconds>,”text”:<text>}
due_dateLong milliseconds in UTC/GMT (since January 1, 1970). insert_time is a read only field.
problem_type

Updates all 3 levels of categories.

A concatenation of the categories, with underscore delimiter: <problem_type>_<problem_sub_type>_<third_level_category>.

To update category- send only <problem_type>

To update sub category - send both <problem_type>_<problem_sub_type>

To update all 3 levels, send

<problem_type>_<problem_sub_type>_<third_level_category>

The following object type fields can be modified through a different api call:

  • Messages
  • attachments
  • links
  • activities

Read only fields: history, chats, department, CI relations, computer_name

Count Service Request

Returns the number of SRs that are compatible with the provided filters.

Parameters

FieldDescription
{filters}

Optional:  list of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated. example: …&status=4,5

Returns

Sample JSON return value for**/sr/count?computer_id=1

{
"count": 128
}

Return values definition

Field
Description
countNumber of SRs that are compatible with the provided filters

Close Service Request

Close a service record. Sets the service record status to the default Close status, as defined in the Help Desk settings.

Parameters

FieldDescription
idThe service record ID

Payload:
A JSON string representing the solution.

Field
Description
solutionThe solution

Sample JSON input for /sr/6/close
{“solution”:”restart the computer…”}

Get Service Request Template

Get a new service record template.

Parameters

Field
Description
viewOptional: A SysAid view which defines the available fields in the form. If a view is not specified, check for the Fields variable. If none are specified, it returns all fields.
fieldsOptional: List of fields to return. If specified together with the View param, return all View fields together with the specified fields. If none are specified, return all SR fields.
typeOptional:  The service record type. Available values are {incident,request,problem,change,all}. If not specified, returns incident type.
templateOptional: The service record template ID, according to SR type. Defaults to the first/default template.

Returns
The service record information, according to the requested View and/or Fields parameters. If none are specified, return full service record information. Each information field contains metadata like: whether the field is mandatory, default value, is it editable, etc.

Sample JSON return value for /sr/template?type=incident&template=39

{
  “id”:”0”,
  “info”: [{“key”:”request_user”,
              ”keyCaption”:”Request user”,
                 ”value”:149,    
                 ”valueCaption”:”shani1”,
                 ”mandatory”:true,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:””},
               {“key”:”impact”,
                 ”keyCaption”:”Impact”,
                 ”value”:”Low”,
                 ”valueCaption”:”Low”,
                 ”mandatory”:false,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:null},
                  {“key”:”status”,
                    ”keyCaption”:”Status”,
                    ”value”:”New”,
                    ”valueCaption”:”New”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”list”,
                ”defaultValue”:2},
              {“key”:”title”,
                ”keyCaption”:”Title”,
               ”value”:”Cannot connect to a Wi-Fi network”,                                                                   
                ”valueCaption”:”Cannot connect to a Wi-Fi network”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”text”,
                 ”defaultValue”:””}]
}

Return values definition

Field
Description
id0 represents a template/new service record
infoService Record information fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field’s value caption. A tring representation of the value for display.
info.mandatoryA boolean that specifies whether this field is mandatory
info.editableA boolean that specifies whether this field is editable or read-only
info.defaultValueThe default value for this field if a specified value is not available (null)
info.typeThe field’s type. See available field types in Appendix A.

Create Service Request

Create a new service record and returns the newly created service record.

Parameters

FieldDescription
view

Optional:A SysAid view which defines the available fields in the form. If a view is not specified, check for the Fields variable. If none are specified, it returns all fields.

fieldsOptional: List of fields to return. If specified together with the View param, return all View fields together with the specified fields. If none are specified, return all SR fields.
typeOptional:  The service record type. Available values are {incident,request,problem,change,all}. If not specified, returns incident type.
templateOptional: The service record template ID, according to SR type. Defaults to the first/default template.

Payload:
A JSON string representing the new service record.

Field
Description
infoService record’s updated info fields. Each field contains a key-value pair.
info.keyThe ID of the info field
info.valueThe info field value

Sample JSON input - set sr status, assigned to, due date and add a note

{
  “info”: [{“key”:”due_date”, ”value”:1391756438000},
            {“key”:”status”, ”value”:2}
            {“key”:”problem_type”,“value”:“UserWorkstation_PC_Password” }
            {“key”:”notes”,”value”:[
            {“userName”:”sysaid”,”createDate”:1391756438000,”text”:”Note 123”}
             ]},
             {“responsibility”:66}]
}

Special Service Record Information Fields

Field
Description
notes

An array of Note objects. Each Note object consists of:

{“userName”:<user_name>,”createDate”:<creation date milliseconds>,”text”:<text>}
due_dateLong milliseconds in UTC/GMT (since January 1, 1970). insert_time is a read only field.
problem_typeUse this key to add all the categories in a single value. For example: “value”:Cat1_SubCat1_ThirdCat1”. For more information, see the input example above.

Returns
The new service record information, according to the requested Vew and/or Fields parameters. If none specified, return full service record information. Each info field contains metadata like: whether the field is mandatory, default value, is it editable, etc.

Sample JSON return value for POST /sr?view=Mobile&type=incident&template=39

{
  “id”:”45”,
  “info”: [{“key”:”request_user”,
              ”keyCaption”:”Request user”,
                 ”value”:149,    
                 ”valueCaption”:”shani1”,
                 ”mandatory”:true,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:””},
               {“key”:”impact”,
                 ”keyCaption”:”Impact”,
                 ”value”:”High”,
                 ”valueCaption”:”High”,
                 ”mandatory”:false,
                 ”editable”:true,
                 ”type”:”list”,
                 ”defaultValue”:null},
                  {“key”:”status”,
                    ”keyCaption”:”Status”,
                    ”value”:”New”,
                    ”valueCaption”:”New”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”list”,
                ”defaultValue”:2},
              {“key”:”title”,
                ”keyCaption”:”Title”,
                ”value”:”Cannot connect to a Wi-Fi network”,                                                               
                ”valueCaption”:”Cannot connect to a Wi-Fi network”,
                ”mandatory”:true,
                ”editable”:true,
                ”type”:”text”,
                 ”defaultValue”:””}]
}

Return values definition

Field
Description
id0 represents a template/new service record.
infoService record info fields as defined in the SR Form view and/or fields requested, or all available fields if none specified.
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value.
info.valueCaptionThe field’s value caption. A String representation of the value for display.
info.mandatoryA boolean that specifies whether this field is mandatory
info.editableA boolean that specifies whether this field is editable or read-only
info.defaultValueThe default value for this field if a specified value is not available (null)
info.typeThe field’s type. See available field types in Appendix A.

After the service record is created, the following Object type fields can be added to the new service record through their different API calls:

  • Messages
  • Attachments
  • Links
  • Activities

Delete Service Request

Delete one or more service records

Parameters

Field
Description
idsA list of comma separated SR IDs to delete.

Add Service Request Link

Add a link to a service record

Parameters

Field
Description
idThe service record ID.

Payload
A JSON string representing the link.

Field
Description
nameThe new link name.
linkThe link URL.

Sample JSON input for /sr/6/link
{"name":"link2","link":"http://google.co.il"}

Delete Service Request Link

Delete a link from a service record.

Parameters

FieldDescription
idThe service record id.

Payload
A JSON string representing the link name to delete

Field
Description
nameThe deleted link name

Sample JSON input for /sr/6/link
{"name":"link2"}

Add Service Request Attachment

Add an attachment to a service record.

Parameters

Field
Description
idThe service record ID.

Payload
File Multipart/Form data.

Delete Service Request Attachment

Delete an attachment from a service record.

Parameters

Field
Description
idThe service record ID.

Payload
A JSON string representing the attachment file ID to delete.

FieldDescription
fileIdThe deleted attachment file ID.

Sample JSON input for /sr/6/attachment
{"fileId":"111934645_312638760"}

Add Service Request Activity

Add an activity to a service record.

Parameters

FieldDescription
idThe service record ID.

Payload
A JSON string representing the new activity.

Field
Description
userIdThe new activity’s user name.
fromTimeThe activity's start time.
toTimeThe activity's end time.
descriptionThe description of the new activity.

Sample JSON input for /sr/6/activity
{"userId":"sysaid","fromTime":"1378501200000","toTime":"1378846800000","description":"This is an activity from API"}

The total time is automatically calculated.

Delete Service Request Activity

Delete an activity from service record

Parameters

Field
Description
idThe service record ID.

Payload
A JSON string representing the deleted activity ID.

Field
Description
idThe deleted activity ID.

Sample JSON input for /sr/6/activity
{"id":2}

Send Message From Service Request

Send a message from a Service Record form.

Parameters

Field
Description
idThe service record ID.

method

Optional: The Send method. Can be email, sms, broadcast, or im(instant message). Defaults to email.
addAttachmentToSrOptional: Whether to add message attachments to a service record. The value can be either true or false. The default is true.
addSrDetailsOptional: Whether to add the service record details to the message. The value can be either true or false. The default is true.

Payload
Multipart data including one or more files attached to the message, and a JSON string representing the new message.

Field
Description
fileOptional: Multipart file part. Can be one or more files to attach to the message.

message

A non-encoded JSON string representing the new message.
message.fromUserIdThe sender user ID.
message.toUsersThe IDs of the users in the To field. A comma separated string, with users IDs. If there's a group, the group ID should be surrounded by [ ]. For example.: “1,23,22,45,[3],67”.
message.ccUsersOptional: The IDs of the user in the CC field. A comma separated string, with users IDs. If there's a group, the group ID should be surrounded by [ ]. For example.: “1,23,22,45,[3],67”.
message.msgSubjectOptional: The message subject.
message.msgBodyOptional: The message body.

Sample JSON input for /sr/6/message

{"fromUserId":"124","toUsers":"1,140,123,124","ccUsers":"3,125,127,[11]","msgSubject":"This is a message from API","msgBody":"Hello Hello Hello ......."}
Note

If the list of To and/or CC users include invalid email addresses or addresses that belong to disabled users, these addresses are ignored and written to the logs as invalid. Other valid addresses will receive the mail.

Action Items

Get action items

Get a list of action items

Parameters

Field
Description
view

Optional: A SysAid view which defines the available fields. If,’view’ not specified, check for ‘fields’ variable. if none specified, returns all fields.

fieldsOptional: List of fields to return. Comma seperated. If sent together with the View param, return both View fields together with the specified fields. If none specified, return all SR fields.
typeOptional: The service record type. Available values are {incident,request,problem,change,all}. If not specified, returns incident type.
idsA list of comma separated SR IDs to return their action items.
{filters}

Optional: list of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated. example: …&status=4,5.

The Status filter can also be set to "active" to retrieve only active action items.

staticFilterIdOptional: The Static filter from the scoreboard.
archiveOptional: Whether to return archived action items. Values can be 1 or 0.
queryOptional: The search criteria
offsetOptional: Action items count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero based.
limitOptional: The maximum number of action items to retrieve per request. Defaults to 500 (configurable).
sortOptional: One or more fields to sort by, from the fields that were fetched by the request.
dirOptional: Sort order: ascending or descending. Available values: asc/desc. Default is ‘asc’. Relevant only when ‘sort’ parameter is sent.

Returns
A list of action item

Sample JSON return value

[{
“id”:”24”,
“tabName”:”1”,
“subTabName”:”2”,
“hasApproved”:”true”,
“hasEmptyRequred”:”false”
},
{
“id”:”25”,
“tabName”:”1”,
“subTabName”:”2”,
“hasApproved”:”false”,
“hasEmptyRequred”:”false”
}]

Count Action Items

Count action items

Parameters

Field
Description
viewOptional: A SysAid view which defines the available fields. If,’view’ not specified, check for ‘fields’ variable. If none specified, returns all fields.
fieldsOptional: A list of fields to return. Comma separated. If sent together with the View parameter, it returns both views' fields and the requested fields. If none specified, returns all fields.
typeOptional: The requested service record type. Available values are {incident,request,problem,change,all}. If not specified, returns incident type. Multiple comma separated values can be sent. Example: …&type=incident,request. If not specified, returns all.
idsA list of comma separated SR IDs to return their action items.
{filters}

Optional: Filters are defined in the list customization. List of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated. example: …&status=4,5.

The Status filter can also be set to "active" to retrieve only active action items.

staticFilterIdOptional: The Static filter from the scoreboard.
archiveOptional: Whether to return archived SRs. Values can be 1 or 0.
queryOptional: Search criteria

Returns
The number of action items.

Sample JSON return value

{
"count":24
   }

Approve Action Items

Approve action items

Parameters

Field
Description
idThe action item ID

Reject Action Items

Reject action items

Parameters

Field
Description
idThe action item ID.

Complete Action Items

Complete action items

Parameters

Field
Description
idThe action item ID.

Reopen Action Items

Reopen action items

Parameters

Field
Description
idThe action item ID.

Assets

Get Assets List

Get a list of assets in SysAid.

Parameters

Field
Description
view

Optional:A SysAid view which defines the available fields (Mobile view is called ‘SysAidMobileAssets’).

fieldsOptional: List of fields to return. Comma seperated. If sent together with the View param, return both View fields together with the specified fields.
offsetOptional: Retrieved Assets count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero based.
limitOptional: The maximum number of assets to retrieve per request. Defaults to 500 (configurable).

Returns
A list of assets. For each asset returns the asset ID, asset name, group name and information as defined in the view and/or fields parameters. If none of them exist, return full asset information.

Sample JSON return value for /asset?fields=computer_type,ip_address,serial&limit=2

[
    {
“id”:”497db453:147bee7ec09:-7ff2”,
       “name”:”ISA-VCHER-DW7”,
       “group”:”\”,
       “info”: [{“key”:”computer_type”,”key_caption”:”Type”,  
                    ”value”:”Workstation”,”value_caption”:”Workstation”},
                  {“key”:”ip_address”,”key_caption”:”IP Address”,  
                    “value”:”10.1.10.131”,“value_caption”:”10.1.10.131”},
                  {“key”:”serial”,“key_caption”:”Serial”,
                    “value”:”3PXZ15J”, “value_caption”:”3PXZ15J”}]
   },
   {
“id”:”9F38X-RDDTC-RHRXT-GX6XR-DDXRJ”,
       “name”:”VISTA-X64”,
       “group”:”\”,
       “info”: [{“key”:”computer_type”,”key_caption”:”Type”,  
                    ”value”:”Workstation”,”value_caption”:”Workstation”},
                  {“key”:”ip_address”,”key_caption”:”IP Address”,  
                    “value”:”10.1.10.30”,“value_caption”:”10.1.10.30”},
                  {“key”:”serial”,“key_caption”:”Serial”,
                    “value”:”4JS8L2J”, “value_caption”:”4JS8L2J”}]
   }
]

Return values definition

Field
Description
idThe asset ID
nameThe asset name
groupThe asset’s group name
infoAdditional asset info fields
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe fields' values' caption. A String representation of the value for display.

Get Asset

Get information on the specified asset.

Parameters

Field
Description
viewOptional: A SysAid Asset Form view that defines the available fields.
fieldsOptional: A list of fields to return. Comma separated. If sent together with the View parameter, it returns both views' fields and the requested fields.

Returns
The asset ID, asset name, group name, and information as defined in the View and/or Fields parameters. If none of them exist, return full asset information.

Sample JSON return value for /asset/497db453:147bee7ec09:-7ff2?fields=computer_type,ip_address,serial

{
“id”:”497db453:147bee7ec09:-7ff2”,
       “name”:”ISA-VCHER-DW7”,
       “group”:”\”,
       “info”: [{“key”:”computer_type”,”key_caption”:”Type”,  
                    ”value”:”Workstation”,”value_caption”:”Workstation”},
                  {“key”:”ip_address”,”key_caption”:”IP Address”,  
                    “value”:”10.1.10.131”,“value_caption”:”10.1.10.131”},
                  {“key”:”serial”,“key_caption”:”Serial”,
                    “value”:”3PXZ15J”, “value_caption”:”3PXZ15J”}]
   }

Return values definition

Field
Description
idThe asset ID
nameThe asset name
groupThe asset’s group name
infoAdditional asset info fields
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe fields' values' caption. A String representation of the value for display.

Search Asset

Get list of assets in SysAid, that matched the search criteria

Parameters

Field
Description
queryThe search crititeria
viewOptional: A SysAid Asset Form view that defines the available fields.
fieldsOptional: A list of fields to return. Comma separated. If sent together with the View parameter, it returns both views' fields and the requested fields.
offsetOptional: Retrieved Assets count is limited (see limit param). This param specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero based.
limitOptional: The maximum number of assets to retrieve per request. Defaults to 500 (configurable).

Returns
A list of assets that match the search criteria. For each asset the command returns the asset ID, asset name, group name, and information as defined in the view and/or fields parameters. If none of them exist, return full asset info.

Sample JSON return value for /asset/search?query=DW7&fields=computer_type,ip_address,serial&limit=2

[
{
“id”:”497db453:147bee7ec09:-7ff2”,
“name”:”ISA-VCHER-DW7”,
“group”:”\”,
“info”: [{“key”:”computer_type”,”key_caption”:”Type”, ”value”:”Workstation”,”value_caption”:”Workstation”},
{“key”:”ip_address”,”key_caption”:”IP Address”, “value”:”10.1.10.131”,“value_caption”:”10.1.10.131”},
{“key”:”serial”,“key_caption”:”Serial”, “value”:”3PXZ15J”, “value_caption”:”3PXZ15J”}]
}
]

Return values definition

Field
Description
idThe asset ID
nameThe asset name
groupThe asset’s group name
infoAdditional asset info fields
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe fields' values' caption. A String representation of the value for display.

Lists

Get All Lists

Get all available lists and their values.

Parameters

FieldDescription
entityOptional: A SysAid entity by which to retrieve the available lists. Defaults to SR. For a list of available entities, see Appendix B.
fieldsOptional: A comma separated list of fields to return. Available fields to return are: id (always returned), caption, and values.
offsetOptional: Retrieved values count is limited. This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero base.
limitOptional: The maximum number of list values to retrieve per request. Defaults to 500 (configurable).

Returns
The available lists, including their values, per entity type. Defaults to SR.

Sample JSON return value for list?entity=sr

{
 { “id”:”location”,
    “caption”:”Location”,
    “values”: [{“id”:”1”,”caption”:”Loc1”},
                   {“id”:”2”,”caption”:”Loc2”}]
 },
{ “id”:”impact”,
    “caption”:”Impact”,
    “values”: [{“id”:”1”,”caption”:”Very High”},
                   {“id”:”2”,”caption”:”Low”}]
 },
{ “id”:”urgency”,
    “caption”:”Urgency”,
    “values”: [{“id”:”1”,”caption”:”Urgent”},
                   {“id”:”2”,”caption”:”Normal”}]
 },
{ “id”:”priority”,
    “caption”:”Priority”,
    “values”: [{“id”:”1”,”caption”:”Highest”},
                   {“id”:”2”,”caption”:”High”},
                   {“id”:”3”,”caption”:”Low”}]
 },
{ “id”:”change_category”,
    “caption”:”Classification”,
    “values”: [{“id”:”1”,”caption”:”Minor”},
                   {“id”:”2”,”caption”:”Significant”},
                   {“id”:”3”,”caption”:”Major”}]
 },
{ “id”:”survey_status”,
    “caption”:”Survey Status”,
    “values”: [{“id”:”1”,”caption”:”Not Sent”},
                   {“id”:”2”,”caption”:”Sent”}]
 },
{ “id”:”sr_type”,
    “caption”:”Service Record type”,
    “values”: [{“id”:”1”,”caption”:”Change”},
                   {“id”:”2”,”caption”:”Problem”},
                   {“id”:”3”,”caption”:”Incident”},
                   {“id”:”4”,”caption”:”Request”}]
 },
{ “id”:”responsibility”,
    “caption”:”Assigned to”,
    “values”: [{“id”:”3”,”caption”:”SysAid”},
                   {“id”:”124”,”caption”:”QA-LAB\Administrator”}]
 },
{ “id”:”status”,
    “caption”:”Status”,
    “values”: [{“id”:”1”,”caption”:”Open”},
                   {“id”:”2”,”caption”:”Closed”}]
 },
{ “id”:”company”,
    “caption”:”Company”,
    “values”: [{“id”:”1”,”caption”:”Company 1”},
                   {“id”:”2”,”caption”:”Company 2”}]
 },
{ “id”:”department”,
    “caption”:”Department”,
    “values”: [{“id”:”1”,”caption”:”IT”},
                   {“id”:”2”,”caption”:”R&D”}]
 },
{ “id”:”agreement”,
    “caption”:”Agreement”,
    “values”: [{“id”:”1”,”caption”:”DEFAULT SLA”},
                   {“id”:”2”,”caption”:”Agreement 2”}]
 },
{ “id”:”source”,
    “caption”:”Source”,
    “values”: [{“id”:”1”,”caption”:”Administrator Portal”},
                   {“id”:”2”,”caption”:”Agent”},
                   {“id”:”3”,”caption”:”Email”},
                   {“id”:”4”,”caption”:”Chat”}]
 },
{ “id”:”cust_list1”,
    “caption”:”SR Custom list 1”,
    “values”: [{“id”:”1”,”caption”:”Cust Val 1”},
                   {“id”:”2”,”caption”:”Cust Val 2”}]
 },
{ “id”:”cust_list2”,
    “caption”:”SR Custom list 2”,
    “values”: [{“id”:”1”,”caption”:”Cust Val 3”},
                   {“id”:”2”,”caption”:”Cust Val 4”}]
 },
}

Return values definition

FieldDescription
idThe list ID
captionThe list caption
valuesAn array of list values
values.idThe ID of the value item
values.captionThe caption of the value item

Get List

Returns the values of the specified list. Values may be filtered according to the entity (sr, asset, etc.) for which you populate the list values.

Parameters

Field
Description
entityOptional: A SysAid entity by which to retrieve the available lists. Defaults to SR. For a list of available entities, see Appendix B.
entityIdOptional: The entity's ID. For example, in SR Form lists, send the SR ID to populate additional filters on the lists. e.g. the responsibility list may be filtered by the admin group of the SR.
fieldsOptional: A comma separated list of fields to return. Available fields to return are: id (always returned), caption, and values.
offsetOptional: Retrieved values count is limited. This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0. Zero base.
limitOptional: The maximum number of list values to retrieve per request. Defaults to 500 (configurable).
entityTypeOptional: Numeric. for example: in sr entity, send the sr_type id, for ci entity, send the ci type id ( e.g. for getting the list of CI sub types).
keyOptional: Relevant for users/groups related fields. Defines whether to use the id or the name as the key for each value in the result. Available values are “name” or “id”. Defaults to id.

Returns
The available lists, including their values, per entity type. Defaults to SR.

Sample JSON return value for list/responsibility?entity=sr&entityid=6

{ “id”:”priority”,
“caption”:”Priority”,
“values”: [{“id”:”1”,”caption”:”Highest”},
{“id”:”2”,”caption”:”High”},
{“id”:”3”,”caption”:”Low”}]
}

Return values definition

FieldDescription
idThe list ID
captionThe list caption
valuesAn array of list values
values.idThe ID of the value item
values.captionThe caption of the value item

Add-ons

List application add-ons

Get a list of all available add-ons.

Parameters

This API doesn’t receive any parameters.

Returns
Return a list of available add-ons.

Sample JSON return value for add-ons

[
 {
   "name": "sage",
   "title": "Sage ERP X3",
    "description": "The Sage Identity Management System(AIMS) Ticketing Integration app allows AIMS to create, update and automate",
   "logoFileName": "images/bomgarLogo.png",
   "version": 1,
   "addonType": "Remote Control",
   "link": "http://www.sysaid.com/doc/installSage.html",
   "linkText": "Sage installation instructions",
   "active": false,
   “implemented”: true,
   “params”: null
 },
 {....}
]

Return values definition

Field
Description
nameThe name of the add-on
titleThe title of the add-on
descriptionA short description of the add-on
logoFileNameA relative URL to a small logo image of the add-on
versionThe add-on version
addonTypeA string representing the add-on category/group
linkLink for getting more information about this add-on
linkTextOptional: A text to be displayed to the user when the above link is displayed.
activeIs this add-on active (true/false)?
implementedIs this add-on have a packed implementation? (add-ons that are not implemented are delivered through the PS)
paramsAlways null when receiving a list of add-ons

Get add-on parameters

Returns the full information about an addon with all it’s parameters.

Parameters

Field
Description
add-on nameThe name of the add-on

Returns
The add-on with all its parameters.

Sample JSON return value for /addons/bomgar

{
   "name": "bomgar",
   "title": "Bomgar",
   "description": "Bomgar i a provider of secure remote support solutions that enable technology professionals",
   "logoFileName": "addons/bomgar/images/bomgarLogo.png",
   "version": 1,
   "addonType": "Remote Control",
   "link": "https://www.sysaid.com/tools/third-party-integrations",
   "linkText": "",
   "active": true,
   "implemented": true,
   "params": [
       {
           "name": "bomgar_url",
           "description": "Bomgar RC integraton URL",
           "value": "https://sysaid.bomgar.com",
           "type": "text",
           "mandatory": true,
           "editable": true,
           "encrypted": false
       },
       {
           "name": "bomgar_user_name",
           "description": "Bomgar User Name",
           "value": “MyBomgarUserName”,
           "type": "text",
           "mandatory": true,
           "editable": true,
           "encrypted": false
       },
       {
           "name": "bomgar_password",
           "description": "Bomgar Password",
           "value": “MyPassword”,
           "type": "text",
           "mandatory": true,
           "editable": true,
           "encrypted": true
       }
   ]
}

Return values definition

Field
Description
nameThe name of the add-on
titleThe title of the add-on
descriptionA short description of the add-on
logoFileNameA relative URL to a small logo image of the addon
versionThe version of the add-on
adonTypeA string representing the add-on category/group
linkLink for getting more information about this add-on
linkTextOptional: A text that needs to be displayed to the user when the above link is displayed.
activeIs this add-on active (true/false)?
implementedDoes this add-on have a packed implementation (add-ons that are not implemented are delivered through the PS)?
paramsAn array list of parameters
params.nameThe name of the parameter
params.descriptionA description of the parameter
params.valueThe value of the parameter
params.typeThe parameter type
params.mandatoryIs this a mandatory parameter?
params.editableCan the user edit the value of this parameter?
params.encryptedShould the display of this parameter value act like a password field (show to the user starts instead of real value)

Update add-on parameters

Update an add-on parameters

Parameters

Field
Description
addon nameThe name of the add-on

Payload:

A JSON string representing the add-on parameters with the update values. The list below will contain only the fields that can be updated. Any changes to other fields are ignored.

Field
Description
activeIs this addon active (true/false)
params.valueThe updated parameter value

Sample JSON input /addon/bomgar, update the user name and password fields

{
   "name": "bomgar",
   "active": true,
   "params": [
       {
           "name": "bomgar_url",
           "value": "https://sysaid.bomgar.com",
       },
       {
           "name": "bomgar_user_name",
           "value": "MyUserName",
       },
       {
           "name": "bomgar_password",
           "value": "MyPassword",
       }
   ]

Returns
New http header with success message or error text.

Test add-on connection

Test the add-on parameters.

Parameters

Field
Description
addon nameThe name of the addon

Payload
A JSON string representing the add-on parameters to test. The list below will contain only the fields that can be checked. Any changes to other fields are ignored.

Field
Description
activeIs this add-on active (true/false)
params.valueThe updated parameter value

Sample JSON input /addon/bomgar/testConnection, test the parameters for bomgar addon

{
   "name": "bomgar",
   "active": true,
   "params": [
       {
           "name": "bomgar_url",
           "value": "https://sysaid.bomgar.com",
       },
       

           "name": "bomgar_user_name",
           "value": "MyUserName",
       },
       {
           "name": "bomgar_password",
           "value": "MyPassword",
       }
   ]
}

Returns
New http header with success message or error text.

Refresh Add-ons List

Refresh the addons list immediately.

Parameters

None

Returns
Upon successful refresh return a message and a success status.

CIs

Get CI List/Form

Returns a list of CIs that can be filtered by the available filters.
The Number of CIs to return can be controlled by the Offset and Limit parameters.

Returned CIs can be filtered.

Each CI Includes the fields according to the View and Fields parameters. If none are specified, all CI fields are returned.

Parameters

Field
Description
viewOptional:A SysAid view which defines the available fields in the list. If a view is not specified, check for the Fields variable. If none are specified, it returns all fields.
fieldsOptional: List of fields to return. If specified together with the View param, return all View fields together with the specified fields. If none are specified, return all CI fields.
offsetOptional:  CI count is limited (see limit param). This parameter specifies the offset (start point) from which to retrieve values (e.g. 25). Defaults to 0.
limitOptional: The maximum number of CIs to retrieve per request. Defaults to 500 results (configurable under serverConf>apiConf>maxChunkSize).
idsOptional: The list of CI IDs to return, comma separated.
sortOptional: One or more fields to sort by,  from the fields that were fetched by the request.
dirOptional:  Sort order: ascending or descending. Available values: asc/desc. Default is ‘asc’.  Relevant only when ‘sort’ parameter is sent.
{filters}

Optional:  List of key-value parameters with {filter.id} as the key. and {filter.values.id} as the value. for example: …&status=19&request_user=235.

multiple values can be sent, comma separated.For example: …&status=4,5
supportBarcodeOptional: Flag to indicate that the CI supports barcodes.

Important:

  • User-related fields return the user’s ID, for additional user information, call user service.
  • Dates should be sent as milliseconds in UTC/GMT (since January 1, 1970).
  • In case of a specific date match, send only this date. For example:
    • Match a date: &due_date=1398935657000
  • If a range of dates or from/to is required, send a 2-objects array of dates. If one of them is not available, set to 0. For example:
    • Between dates: &due_date=1398935657000,1399313657000
    • From date: &due_date=1398935657000,0
    • To date: &due_date=0,1399313657000

Returns
A list of CIs. For each CI, an ID is returned with the info fields defined in the View and/or Fields parameters. If no fields are specified, it returns the full CI information.

Sample JSON return value for /ci/barcode?view=SysAidMobile&fields=ci_name,location&limit=2

[
{
 “id”:”5433”,
…….
 }
]

Return values definition

Field
Description
idThe user ID
infoCI fields. An array of key-value fields, representing the CI information
info.keyThe ID of the info field
info.keyCaptionThe caption of the info field’s key
info.valueThe field’s value
info.valueCaptionThe field value’s caption. A string representation of the value for display.

info.mandatory

A boolean that specifies whether this field is mandatory
info.editableA boolean that specifies whether this field is editable or read only
info.defaultValueThe default value for this field is not available (null)
info.typeThe field’s type. See available field types in Appendix A.

Update CI

Update a CI.

Parameters

Field
Description
idThe CI ID

Payload
A JSON string representing the CI with the updated fields only.

Field
Description
FieldDescription
idThe user ID
infoCI’s updated info fields. An array of key-value fields.
info.keyThe id of the info field
info.valueThe field’s value

Sample JSON input /ci/273, update the status, change owner & accept date

{
  “id”:”273”,
  “info”: [{“key”:”accept_date”, ”value”:1391756438000},
            {“key”:”status”, ”value”:2},
             {“owner”:”sysaid”}]
}

Get CI Types

Returns the available CI types.
If the barcode flag is requested, returns only CI types with barcode support (if the add-on is available).

Parameters

Field
Description
barcodeOptional: Whether to retrieve only CI types with barcode support. Available options: true/false.

Returns
A list of CI types. Each type includes its ID, name, description, and whether the type is predefined.

Sample JSON return value for ci/type

[
    {
“id”:”53”,
       “name”:”Administrator”,
       “description”:””,
       “predefined”: “true”
   },
    {
“id”:”1”,
       “name”:”Asset”,
       “description”:”System Asset
                         (Workstation,Server,Laptop,Printer,PDA,Other)”,
       “predefined”: “true”
   },
    {
“id”:”6”,
       “name”:”Business Process”,
       “description”:””,
       “predefined”: “false”
   },
    {
“id”:”7”,
       “name”:”Catalog”,
       “description”:”System Asset Catalog”,
       “predefined”: “true”
   },
    {
“id”:”52”,
       “name”:”End User”,
       “description”:””,
       “predefined”: “true”
   }
]

Return values definition

Field
Description
idThe CI type ID
nameThe CI type name
descriptionsThe CI type description
predefinedWhether the CI type is predefined

Get CI View

Returns the fields contained in the specified view.

Parameters

Field
Description
viewThe name of the view to retrieve.  A combination of view name and CI type id will determine the fields that will be returned.

Returns
A list of fields with the requested view.

Note

The returned list always contains the ID field. If the ID field is a part of the view, it appears in its correct place. If it isn’t a part of the view then it appears at the end of the list.

Sample JSON return value for /ci/view/180?view=barcode_book

[
   {
       "key": "ci_type",
       "value": null,
       "mandatory": false,
       "editable": false,
       "type": "list",
       "defaultValue": null,
       "displayOrder": 1,
       "keyCaption": "CI Type",
       "valueCaption": null
   },
   {
       "key": "owner",
       "value": null,
       "mandatory": false,
       "editable": true,
       "type": "list",
       "defaultValue": null,
       "displayOrder": 2,
       "keyCaption": "Owner",
       "valueCaption": null
   },
    {

     ………
    },
   {
       "key": "id",
       "value": null,
       "mandatory": false,
       "editable": true,
       "type": "numeric",
       "defaultValue": null,
       "displayOrder": 14,
       "keyCaption": "#",
       "valueCaption": null
   }
]

Return values definition

Field
Description
keyThe ID of the info field
keyCaptionThe caption of the info field’s key
valueThe field’s value
valueCaptionThe field values' caption. A string representation of the value for display.
mandatoryA boolean that specifies whether this field is mandatory
editableA boolean that specifies whether this field is editable or read-only
defaultValueThe default value for this field if value is not available (null)
typeThe field’s type. See available field types in Appendix A.

Get CI Relation Types

An API for retrieving CI relation type definitions.

Returns
Returns all the valid CI relation types defined in SysAid database and their ID numbers.

Note

A returned CI relation type element uniquely identified by the “relationTypeId” field.

Sample JSON return value for ci/relationtypes

[
   {
    "relationTypeId": 5,
    "relationName": "Accessed by",
    "oppositeRelationName": "Can access"
   },
   {
    "relationTypeId": 4,
    "relationName": "Connected to",
    "oppositeRelationName": "Connected to"
   }
]

Return values definition

Field
Description
relationTypeIdThe CI Relation Type ID
relationNameTextual description of the CI relation type
oppositeRelationNameTextual description of the way the given CI relation type is presented from the destination CI’s point of view (a textual description of another CI relation type that exists in the SysAid system)

Get CI Relation

An API to retrieve all the destination CIs and their relation types, which are associated to a given CI Id.

Returns
Returns a list that contains all the destination CI and their prospective CI relationship types associated to the CI ID.

Sample JSON return value for /ci/9/relation

[
   {
      "src": 9,
      "dest": 1,
      "ciRelationType": 2
   },
   {
     "src": 9,
     "dest": 2,
     "ciRelationType": 3
},
    {
     ………
    },
   {
    "src": 9,
    "dest": 5,
    "ciRelationType": 5
   }
]

Return values definition

FieldDescription
srcThe source CI ID (the same as the CI ID passed by the Path Parameter call of the API)
destThe target CI ID that the CI ID is associated to
ciRelationTypeThe CI Relationship Type ID that describes the Source CI’s association to the destination CI ID

Create CI Relations

API for creating one or more relations for a given CI ID.

Parameters

An array of one or more objects comprising of the following fields in each element

Field
Description
destThe CI ID of a pre-existing Ci in the system that the CI ID needs to be associated to
ciRelationTypeThe CI relation type that describes this CI’s association with the destination CI ID (must be a valid CI relation type ID - use Get Ci/Relationtypes API to retrieve the available relation types in the system

Returns
OK if all relations in the list have been generated successfully, or if the relations already exist in the system (does not generate duplicates in the database)
An exception is thrown, containing a parsable (.csv format) string of the relations in the list that failed the creation process.

Sample JSON post params for /ci/9/relation

[
 {
    "dest":2,
    "ciRelationType":3
 },
 {
    "dest":1,
    "ciRelationType":2
 },
 {
    "dest":3,
    "ciRelationType":11
  }
]

Sample error message for a partially failed list

{
 "status": 400,
 "message": "Ci:9 Invalid CI id 100,Ci:9 Invalid CI Relation type 11"
}

Delete CI Relations

API for deleting one or more relations for a given CI ID.

Parameters

An array of one or more objects comprising of the following fields in each element

Field
Description
destThe CI ID of a pre-existing Ci in the system that the CI ID needs to be associated to
ciRelationTypeThe CI relation type that describes this CI’s association with the destination CI ID (must be a valid CI relation type ID - use Get Ci/Relationtypes API to retrieve the available relation types in the system

Returns
Always Returns OK (unless the user is not logged in or is not authorized to perform the call), even if non-existent CI relations or CI destinations were passed to the API

Sample JSON post params for /ci/9/relation

[
 {
    "dest":2,
    "ciRelationType":3
 },
 {
    "dest":1,
    "ciRelationType":2
 },
 {
    "dest":3,
    "ciRelationType":11
  }
]

Resource Bundle

Get RB Translated Keys

Get array of translated keys according to the account location.

Parameters

None.

Payload
A JSON string representing array of Resource Bundle keys.

Field
Description
keyResource Bundle key

Sample JSONinput /rb

[
 {
   "key":"dir"
 }
]

Returns
A list of translated keys.

Sample JSON return value for /rb

[
 {
     key: "dir"
     value: "LTR"
 }
]

Return values definition

Field
Description
keyResource Bundle key
valueThe value according to the account's location.

Get RB Translated Keys With Given Location

Get array of translated keys according to the given location.

Parameters

Field
Description
 localeThe location to display the translated keys.

Payload
A JSON string representing array of Resource Bundle keys.

Field
Description
keyResource Bundle key

Sample JSON input /rb

[[
 {
   "key":"dir"
 }
]

Returns
A list of translated keys.

Sample JSONreturn value for /rb/{locale}

[
  {
    key: "dir"
    value: "LTR"
  }
]

Return values definition

Field
Description
keyResource Bundle key.
valueThe value according the given location in the path.

Password Services

Get LDAP Domains

Get LDAP domains.

Parameters

None.

Payload

None.

Returns
A list of LDAP domains.

Sample JSON return value for /ps/domain

["ILIENT-HQ","PM-TEST","QA-LAB"]

Return values definition
List of domains as an array of strings.

Get Password Services Permission

Retrieves a llist all Password Services permissions.

Parameters

None.

Payload

None.

Returns
JSON representing Password Services permission.

Sample JSON return value for /ps/permission

{
enableUserSelfServices: true
enableUnlockAccount: true
enableResetPassword: true
enableLdapSupport: true
enableUserReset: false
}

Return values definition

Field
Description
enableUserSelfServicesTrue - if the PS module is enabled.
enableUnlockAccountTrue - if the Unlock Account is enabled.
enableResetPasswordTrue - if the Reset Password is enabled.
enableLdapSupportTrue - if we have LDAP support.
enableUserResetTrue - if the reset password method is “user”.

Get Security Question

Get a list of all security questions for a given user.

Parameters

Field
Description
methodreset/unlock

Payload
A JSON string representing the userName and domain name.

Field
Description
userNameuserName in the system
domainNameuser’s domain

Returns
JSON representing Security Questions object.

Sample JSON return value for /ps/reset/question

{
   "userRefId": 842,
   "userId": "QA-LAB\\test11",
   "userSecurityQuestionsList": [
       {
           "id": 1,
           "question": "In which city were you born?"
       },
       {
           "id": 2,
           "question": "In which state were you born?"
       },
       enableCaptcha: true
   ]
}

Return values definition

Field
Description
userRefIdAuto generated from system per user.
userSecurityQuestionsListArray of objects represent questions.
userSecurityQuestionsList.idQuestion ID
userSecurityQuestionsList.questionQuestion to display the user.
enableCaptchaTrue

Unlock Account

Unlock an account for a specific user upon answering security questions.

Parameters

None.

Payload
A JSON string representing the user’s answers.

Field
Description
userRefIdFetch in the previous step
userSecurityQuestionsListAn array of the user’s questions
userSecurityQuestionsList.idQuestion ID
userSecurityQuestionsList.questionQuestion
userSecurityQuestionsList.answerAnswer

Returns
JSON representing unlock action response.

Sample JSON return value for /ps/unlock

{
   “actionMessage” : Unlock user account succeeded! \\n Please use your current password to login
}

Return values definition

Field
Description
actionMessageSuccess message to the user

Reset password

Reset a user's password upon answering security questions.

Parameters

None.

Payload
A JSON string representing the user’s answers.

Field
Description
userRefIdFetch in the previous step
userSecurityQuestionsListAn array of the user’s questions
userSecurityQuestionsList.idQuestion ID
userSecurityQuestionsList.questionQuestion
userSecurityQuestionsList.answerAnswer

Returns
JSON representing the reset action response.

Sample JSON return value for /ps/reset/ with reset method = “email”

{
   "actionMessage": "Reset user password succeeded!\\nWithin the next few moments, you will receive an email with your new temporary password.\\nThis password is only valid for 20 minutes, so please log in with it immediately.\\nUpon login, you will be asked to choose a new, permanent password.",
   "settings": {
       "temporaryPasswordValidity": 20,
       "resetPasswordMethod": "email"
   }
}

Return values definition

Field
Description
actionMessageSuccess Message to the user
settingsPassword services settings object
settings.temporaryPasswordValidityPassword expiration in minutes
settings.resetPasswordMethodReset password method(email/sms/user)

Sample JSON return value for /ps/reset with reset method = “user”

{
   "policy": {
       "complexity": true,
       "minLength": 7,
       "historyLength": 24
   },
   "token": "9f5641643c7f49b9920823ba18381a05"
}

Return values definition

Field
Description
policyPassword Services policy
policy.complexityTrue - if the policy enforce password complexity
policy.minLengthPassword minimum length
policy.historyLengthPassword history
tokenOne time token

Update Password

Manually update a user's password upon verifying the user's token

Parameters

None.

Payload
A JSON string representing update password request object.

Field
Description
userRefIdFetch in the previous step
newPasswordNew password for the user
tokenFetch from the previous step

Returns
JSON representing the Update Password action response.

Sample JSON return value for /ps/reset/update

{
actionMessage: "Reset user password succeeded!"
}

Return values definition

Field
Description
actionMessageSuccess Message to the user.

Non-Resource scenarios

API calls that send a response that's not necessarily a resource.

Download File

Download a file from the server. For example: download a user’s photo.

Parameters

Field
Description
fileThe URL of the file

Returns
TBD

Sample JSON return value for /users/1?view=Mobile

 

Return values definition

Field
Description
field 
id 
name 
info 

Translate Key

Translate a key for display in the specified language.

Parameters

Field
Description
keyThe key of the String, as defined in the sysaid resources file
languageThe required language

Returns
The translated string.

Sample JSON return value for a file

{
   “key”:”welcome”,
   “value”:”Bienvenue”
}

Return values definition

Field
Description
keyThe requested key for translation
valueThe translated string

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