全球超过3/5的世界五百强企业在使用ServiceDesk Plus赋能IT服务管理
This document captures the general differences between the v1 and v3 API as well as the changes in request attributes and their formats.
General Difference | V1 | V3 |
Key in input_ JSON and format change | case insensitive in I/P [ex : "requester": "Shawn Adams"] always upper case in O/P, [ex : "REQUESTER": "Shawn Adams"] | strict validation in key case (i.e lower case) [ex : "requester": { |
| INPUT_DATA | Case Sensitive - Capital | Case Sensitive - Lower Case |
| Technician key | TECHNICIAN_KEY | authtoken |
No value representation | for date field "-1" or "0" for other fields "null" or "" [empty] string ex [ "FR_DUETIME": "-1", "RESPONDEDTIME": "0" ] | null value is used ex: "first_response_due_by_time": null |
Boolean value representation | "true" or "false" string is used | true or false is used |
Mandatory, data-type Validation | Liberal validation | Strict validation |
Date Format in input | "dd MMM yyyy, HH:mm:ss" only supported format | Long value alone is supported |
Some of the Differences in the request attributesare listed in the table below
| Difference |
|
|
|
Field Name | v1 | V1 | V3 | v3 |
Workorderid | "WORKORDERID": "8" | ✓ | ✓ | "id": "8", |
requester | "REQUESTER": "administrator" | ✓ | ✓ | "requester": { "id": "3", "name": "administrator", "email_id": null, "is_vipuser" : true } |
created by | "CREATEDBY": "administrator" | ✓ | ✓ | "created_by": { "id": "3", "name": "administrator", "email_id": null } |
created time | "CREATEDTIME": "1482754093346" | ✓ | ✓ | "created_time": { "display_value": "Dec 26, 2016 05:38 PM", "value": "1482754093346" } |
due by time | "DUEBYTIME": "1482755700000" | ✓ | ✓ | "due_by_time": { "display_value": "Dec 26, 2016 06:05 PM", "value": "1482755700000" } |
is_overdue | NA | X | ✓ | "is_overdue": true, |
response due by time | "RESPONSEDUEBYTIME": "1482753960000" | ✓ | X | NA In v3 , it is mentioned as "first_response_due_by_time" |
first_response_due_by_ time | "FR_DUETIME": "1482755400000" | ✓ | ✓ | "first_response_due_by_time": { |
is_first_response_overdue | NA | X | ✓ | "is_first_response_overdue": true |
responded time | "RESPONDEDTIME": "1482756527476" | ✓ | ✓ | "responded_time": { "display_value": "Dec 26, 2016 06:18 PM", "value": "1482756527476" } |
resolvedtime | "RESOLVEDTIME": "1482756700093" | ✓ | ✓ | "resolved_time": { "display_value": "Dec 26, 2016 06:21 PM", "value": "1482756700093" } |
completedtime | "COMPLETEDTIME": "1482756700093" | ✓ | ✓ | "completed_time": { "display_value": "Dec 26, 2016 06:21 PM", "value": "1482756700093" } |
shortdescription | "SHORTDESCRIPTION": Router access | ✓ | X | "short_description": router access Note: "shortdescription" will be only available in get_all operation. |
timespentonreq | "TIMESPENTONREQ": "53hrs 38min" | ✓ | ✓ | "time_elapsed": { "display_value": "53hrs 38min", "value": "193103767" } |
subject |
| ✓ | ✓ | Format remains the same |
requesttemplate | "REQUESTTEMPLATE": "Request a CRM account" | ✓ | ✓ | "template": { "id": "8", |
mode | "MODE": "Phone Call" | ✓ | ✓ | "mode": { |
sla | "SLA": "Low SLA" | ✓ | ✓ | "sla": { "id": "4", "name": "Low SLA" } |
asset | "ASSET": "mewin10.csez.zoho.com" | ✓ | ✓ | "assets": [ |
department | "DEPARTMENT": "Engineering" | ✓ | ✓ | "department": { |
editor | "EDITOR": "Heather Graham" | ✓ | ✓ | "editor": { } |
editorid | "EDITORID": "6" | ✓ | ✓ | In v3, it is mentioned as part of the "editor" field. |
editing_status | "EDITING_STATUS": "1" | ✓ | ✓ | "is_editing_completed": false |
is_catalog_template | "IS_CATALOG_TEMPLATE": "true" | ✓ | ✓ | "is_service_request": true |
site | "SITE": "test_refer" | ✓ | ✓ | "site": { "id": "2", "name": "test refer" } |
isvipuser | "ISVIPUSER": "true" | ✓ | X | Will be included as part of the requester |
service | "SERVICE": "Communication" | ✓ | ✓ | "service_category": { "id": "1", "name": "Communication" } |
category | "CATEGORY": "Hardware" | ✓ | ✓ | "category": { "id": "8", "name": "Hardware" } |
subcategory | "SUBCATEGORY": "Desktop Hardware" | ✓ | ✓ | "subcategory": { "id": "2", "name": "Desktop Hardware" } |
item | "ITEM": "Keyboard", | ✓ | ✓ | "item": { "id": "301", "name": "Keyboard" }, |
technician | "TECHNICIAN": "administrator" | ✓ | ✓ | "technician": { "id": "3", "name": "administrator", "email_id": null } |
technician_loginname |
| ✓ | X | NA |
status | "STATUS": "Open" | ✓ | ✓ | "status": { "id": "3", "name": "Open" } |
priority | "PRIORITY": "Low" | ✓ | ✓ | "priority": { "id": "4", "name": "Low" } |
level | "LEVEL": "Tier 1" | ✓ | ✓ | "level": { "id": "1", "name": "Tier 1" } |
impact | "IMPACT": "High" | ✓ | ✓ | "impact": { "id": "1", "name": "High" } |
urgency | "URGENCY": "High" | ✓ | ✓ | "urgency": { "id": "2", "name": "High" } |
impactdetails | "IMPACTDETAILS": "test impact details" | ✓ | ✓ | "impact_details": "test impact details" |
requesttype | "REQUESTTYPE": "Incident" | ✓ | ✓ | "request_type": { "id": "1", "name": "Incident" } |
appr_statusid | "APPR_STATUSID": "Pending Approval" | ✓ | X | Information will be under approval_status attribute. |
approval_status | APPROVAL_STATUS": "Pending Approval" | ✓ | ✓ | "approval_status":{ "id" : "1", "name": "Pending Approval" } |
closurecode | "CLOSURECODE": "Success" | ✓ | ✓ | In V3, it is mentioned as a part of "closure_info" |
closurecomments | "CLOSURECOMMENTS": "Status Change Comment test" | ✓ | ✓ | In V3 , it is mentioned as a part of "closure_info" |
closure_info | NA | X | ✓ | In v3 , "closure_info": { "closure_code": { "id": "1", "name": "Success" }, "requester_ack_comments": "comment", "closure_comments": "status change comment", "requester_ack_resolution": true } |
fcr | "FCR": "true" | ✓ | ✓ | "is_fcr": true |
yettoreplycount | "YETTOREPLYCOUNT": "1" | ✓ | X | NA |
group | "GROUP": "Hardware Problems" | ✓ | ✓ | "group": { "id": "4", "name": "Hardware Problems" } |
description | NA | ✓ | ✓ | In v1 and v3 , format for "description" remains the same. |
Interestedparty | "INTERESTEDPARTY": "hiju.s@zohocorp.com" | ✓ | ✓ | "email_ids_to_notify": [ ] |
resource | "resource": { | ✓ | ✓ | In v3, "Resources" key (res_RESOURCE_ID) specifies the particular resource and "Question" key ("qstn_TYPE_QUESTION_ID") specifies the particular question which is under the resource (res_304) "resources": { "res_1203": { "qstn_check_3": [ { "name": "External Harddisk" }, { "name": "CD RW" } ], "qstn_check_304": [ { "name": "Ad Account resources checkbox 2" }, { "name": "Ad Account resources checkbox 1" } ], "qstn_simple_301": { "name": "Yes" }, "qstn_select_302": { "id" : "901", "name": "HP" }, "qstn_select_5": { "name": "Dell" }, "qstn_text_303":{ "value": "Additional space required" } }, "res_1201": { "qstn_check_307": [ { "id": "301", "name": "access point 1", "cost": "0.00" }, { "id": "302", "name": "access point 2", "cost": "0.00" } ] } }
|
last_update_time | NA | X | ✓ | In v3, "last_updated_time": { "display_value": "Dec 26, 2016 07:15 PM", "value": "1482759949641" } |
attachments | NA | X | ✓ | In v3, "attachments": [ |
assigned_time | NA | X | ✓ | In v3 , "assigned_time": { "display_value": "Dec 27, 2016 11:13 AM", "value": "1482817403130" } |
resolution | NA | X | ✓ | In v3, "resolution": { "content": "Attached the details in screenshot", "resolution_attachments": [ { "id": "2", "file_name": "sample description.txt", "content_url": "/api/v3/attachments/2", "size": "520.45KB" } ], "submitted_by": { "id": "4", "name": "administrator", "email_id": null, "is_vipuser": false }, "submitted_on": { "display_value": "Jul 5, 2018 01:27 PM", "value": "1530777475554" } } |
is_read | NA | X | ✓ | In v3, "is_read": true, |
is_trashed | NA | X | ✓ | In v3, "is_trashed": true, |
is_reopened | NA | X | ✓ | In v3, "is_reopened": true, |
udf_fields | "test_udf": "Single line field test", "test_pick_udf": "pick2", | ✓ | ✓ | In V3, all the additional fields are grouped under udf_fields and they are represented as “udf_TYPE”+columnaliasid
"udf_fields": { "udf_pick_305": "12", "udf_long_303": "12", "udf_decimal_304": "34.00", "udf_mline_302": "Multi \r\nLine", "udf_multiselect_306": [ "Adam", "Geoffrey", "Abdul", "Jaffer" ], "udf_date_307": { "display_value": "Jul 6, 2018 01:22 PM", "value": "1530863520000" }, "udf_sline_301": "Single Line" } |
email_to | NA | X | ✓ | In v3, “farooq@sdplinmail.com",
“gk@sdplinmail.com"
] |
email_cc | NA | X | ✓ | In v3, ] |
on_behalf_of | NA | X | ✓ | In v3, } |
| onhold_scheduler | NA | X | ✓ | "onhold_scheduler": { "scheduled_time": { "display_value": "06/07/2018 01:00 PM", "value": "1530862200000" }, "change_to_status": { "id": "1", "color": "#0066ff", "name": "Open" }, "held_by": { "id": "4", "name": "administrator", "email_id": null, "is_vipuser": false }, "comments": "Waiting for resource" } |
| linked_to_request | NA | X | ✓ | "linked_to_request": { "request": { "id": "341", "subject": "Title" }, "link_comments": "Similar Request" } |
| callback_url | NA | X | ✓ | "callback_url": "demo.servicedesk.com" |
| is_shared | NA | X | ✓ | "is_shared": true |
| has_dependency | NA | X | ✓ | "has_dependency": false |
| has_linked_requests | NA | X | ✓ | "has_linked_requests": false |
| has_draft | NA | X | ✓ | "has_draft": true |
| has_notes | NA | X | ✓ | "has_notes": true |
| has_project | NA | X | ✓ | "has_project": true |
| has_problem | NA | X | ✓ | "has_problem": false |
| has_attachments | NA | X | ✓ | "has_attachments": true |
| has_request_caused_by_change | NA | X | ✓ | "has_request_caused_by_change": false |
| has_request_initiated_change | NA | X | ✓ | "has_request_initiated_change": false |
| deleted_assets | NA | X | ✓ | "deleted_assets": [ "mewin1.csez.zoho.com", "mewin2.csez.zoho.com" ] |
| deleted_on | NA | X | ✓ | "deleted_on": { "display_value": "Dec 27, 2016 11:32 AM", "value": "1482818539816" } |
| deleted_by | NA | X | ✓ | "deleted_by": { "id": "3", "name": "Lyod", "email_id": lyod@zylker.com } |