This method updates service requests. A single service request can be updated by each call and only if it is not completed. Fields which are not specified are not updated at all. Fields which are specified as null will be set as null.
Resource URL
Parameters
Name | Type | Description | ||||||||||||
token | String | The token retrieved from the login method | ||||||||||||
service_request_identifier (optional) | Service Request Identifier | The service request that should be updated. The allowed service request identifier fields are the following:
| ||||||||||||
caller_email (optional) | Sting | The email of the caller. | ||||||||||||
caller_phone (optional) | Sting | The phone of the caller. Available from CRM.COM R10.0.0 | ||||||||||||
description (optional) | String | A description of the service request | ||||||||||||
notes (optional) | String | The shared notes of the service request | ||||||||||||
status_identifier (mandatory on conditions) | Service Request Status Identifier | The status of the service request is mandatory to be specified if temporary_resoution or final_resolution identifiers are updated. The allowed service request status identifier fields are the following:
| ||||||||||||
category_identifier (optional) | Service Request Category Identifier | The category of the service request. The allowed service request category identifier fields are the following:
| ||||||||||||
urgency_level (optional) | String | The urgency level of the service request, which can be one of the following: URGENCY1, URGENCY2, URGENCY3, CUSTOM1, CUSTOM2 , CUSTOM3, CUSTOM4, CUSTOM5 From CRM.COM R14.0.0, the following urgency levels are not supported CUSTOM3, CUSTOM4 and CUSTOM5 | ||||||||||||
impact_level (optional) | String | The impact level of the service request, which can be one of the following: IMPACT1, IMPACT2, IMPACT3, CUSTOM1, CUSTOM2 , CUSTOM3, CUSTOM4, CUSTOM5 From CRM.COM R14.0.0, the following impact levels are not supported CUSTOM3, CUSTOM4 and CUSTOM5 | ||||||||||||
owned_by_group_identifier | The identifier of the owned by group information | The owned by group information of the service request. The allowed group identifier fields are the following:
| ||||||||||||
privacy_level_identifier | The identifier of the privacy level | The privacy level of the service request. The allowed privacy level identifier fields are the following:
| ||||||||||||
udf_string_1 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_2 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_3 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_4 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_5 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_6 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_7 (optional) | String | User Defined Field of type String | ||||||||||||
udf_string_8 (optional) | String | User Defined Field of type String | ||||||||||||
udf_float_1 (optional) | Float | User Defined Field of type Float | ||||||||||||
udf_float_2 (optional) | Float | User Defined Field of type Float | ||||||||||||
udf_float_3 (optional) | Float | User Defined Field of type Float | ||||||||||||
udf_float_4 (optional) | Float | User Defined Field of type Float | ||||||||||||
udf_date_1 (optional) | Date | User Defined Field of type Date | ||||||||||||
udf_date_2 (optional) | Date | User Defined Field of type Date | ||||||||||||
udf_date_3 (optional) | Date | User Defined Field of type Date | ||||||||||||
udf_date_4 (optional) | Date | User Defined Field of type Date | ||||||||||||
start_date | Date | The date that the activity is created | ||||||||||||
expected_completion_date | Date | The date that the service request is expected to be completed. It is automatically calculated if estimate completion time is specified. | ||||||||||||
| estimated_completion_time (optional) | Time Period Object | The time that is estimated to complete the service request, measured in minutes, hours, days, weeks, years. It is automatically calculated if expected completion date is specified. | ||||||||||||
| assigned_to (optional) | Assigned to object | The assignment information for the service request | ||||||||||||
(optional) | Service Request Referring To Object | The entities that the service request is referring to which can be a subscription or a job | ||||||||||||
| (optional) | Service Request Response Object | The response that will be provided to the service request | ||||||||||||
(optional) | Service Request Temporary Resolution Object | The temporary resolution that will be provided to the service request | ||||||||||||
(optional) | Service Request Final Resolution Object | The final resolution that will be provided to the service request | ||||||||||||
(optional) | Set of Service Request Services Objects | A list of services for which the service request was raised for If no records are specified in the set then nothing will be updated. To update a record use "action" : "update". To remove a record use "action" : "remove". To add a record use "action" : "add". Different actions can be used within the same set. For example: "set": [
{
"action": "update",
...........
},
{
"action": "remove",
...........
},
{
"action": "add",
...........
}
]
| ||||||||||||
(optional) | Set of Service Request Physical Goods Objects | A list of the physical goods for which the service request was raised for, which can be traceable or not traceable If no records are specified in the set then nothing will be updated. To update a record use "action" : "update". To remove a record use "action" : "remove". To add a record use "action" : "add". Different actions can be used within the same set. For example: "set": [
{
"action": "update",
...........
},
{
"action": "remove",
...........
},
{
"action": "add",
...........
}
]
| ||||||||||||
(optional) | Set of Related Service Request Objects | A list with the service requests that the raised service request relates to If no records are specified in the set then nothing will be updated. To update a record use "action" : "update". To remove a record use "action" : "remove". To add a record use "action" : "add". Different actions can be used within the same set. For example: "set": [
{
"action": "update",
...........
},
{
"action": "remove",
...........
},
{
"action": "add",
...........
}
]
| ||||||||||||
fields_set (optional) | List of Strings, comma separated | A list of fields that should be included in the results. If not specified then all the available fields will be returned |
Referred Parameter Objects Data
Restrictions
- It is mandatory to specify one of the semi-optional parameters. Only one of those parameters is allowed to be specified.
Response Data
Name | Type | Description |
|---|---|---|
id | String | The ID of the retrieved service request |
number | String | The number of the retrieved service request |
| description | String | The description of the retrieved service request |
life_cycle_state | String | The life cycle state of the retrieved service request which can be PENDING, RESPONDED, TEMPORARY_RESOLVED, FINAL_RESOLVED, COMPLETED |
| caller_email | String | The email address of the caller as specified on the retrieved service request |
| caller_phone | String | The phone number of the caller as specified on the retrieved service request Available from CRM.COM R10.0.0 |
| urgency_level | String | The urgency level of the retrieved service request, which can be one of the following: URGENCY1, URGENCY2, URGENCY3, CUSTOM1, CUSTOM2 , CUSTOM3, CUSTOM4, CUSTOM5 For releases prior CRM.COM R14.0.0, the urgency levels CUSTOM3, CUSTOM4 and CUSTOM5 are supported as well |
| impact_level | String | The impact level of the retrieved service request, which can be one of the following: IMPACT1, IMPACT2, IMPACT3, CUSTOM1, CUSTOM2 For releases prior CRM.COM R14.0.0, the impact levels CUSTOM3, CUSTOM4 and CUSTOM5 are supported as well |
| priority_level | Number | The priority level of the retrieved service request, which can be one of the following: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10 |
| start_date | Date | The date that the service request is created |
| expected_completion_date | Date | The date that the service request is expected to be completed |
| actual_completed_date | Date | The date that the service request is actually completed |
| cancellation_reason | Service Requests Cancellation Object | The reason that the job was cancelled. This is applicable only if the job is on a cancelled life cycle state Available from CRM.COM R15 |
| notes | String | The shared notes of the retrieved service request |
udf_string_1 | String | User Defined Field of type String |
udf_string_2 | String | User Defined Field of type String |
udf_string_3 | String | User Defined Field of type String |
udf_string_4 | String | User Defined Field of type String |
udf_string_5 | String | User Defined Field of type String |
udf_string_6 | String | User Defined Field of type String |
udf_string_7 | String | User Defined Field of type String |
udf_string_8 | String | User Defined Field of type String |
udf_float_1 | Float | User Defined Field of type Float |
udf_float_2 | Float | User Defined Field of type Float |
udf_float_3 | Float | User Defined Field of type Float |
udf_float_4 | Float | User Defined Field of type Float |
udf_date_1 | Date | User Defined Field of type Date |
udf_date_2 | Date | User Defined Field of type Date |
udf_date_3 | Date | User Defined Field of type Date |
udf_date_4 | Date | User Defined Field of type Date |
Accounts Receivable object | The accounts receivable related with the specified service request | |
| caller | Contact Information object | The caller related with the specified service request |
| assigned_to | Assign Object | The assignment information of the retrieved service request |
| type | Service Request type object | The type information of the retrieved service request |
| status | Service Request Status object | The status information of the retrieved service request |
| category | Service Request Category object | The category of the retrieved service request |
| estimated_completion_time | Time Period Object | The time that is estimated to complete the service request, measured in minutes, hours, days, weeks, years |
| time_to_completion | Time Period Object | The time that is left up to the expected completion date |
| time_overdue | Time Period Object | The time past the expected completion date |
| owned_by_group | Group object | The group that is owning the service request Deprecated from CRM.COM R18.0.0 (replaced with owned_by_business_unit) |
| owned_by_business_unit | Business Unit Object | The business unit that is owning the service request Available from CRM.COM R18.0.0 |
| privacy_level | Privacy level object | The privacy level of the service request Deprecated from CRM.COM R18.0.0 |
Log Information Object | The log information related with the retrieved service request | |
| referring_to | Service Request Referring to Object | The entities for which the service request was raised for and can be a Subscription or a Job |
| response | Service Request Response Object | The response of the retrieved service request |
| temporary_resolution | Service Request Temporary Resolution Object | The temporary resolution of the retrieved service request |
| final_resolution | Service Request Final Resolution | The final resolution of the retrieved service request |
| services_set | Set of Services Objects | A list of services for which the service request was raised for |
| physical_goods_set | Set of Physical Goods Objects | A list of the physical goods for which the retrieved service request was raised for, which can be traceable or not traceable |
| related_service_requests_set | Set of Related Service Requests Objects | A list with the service requests for which the retrieved service request relates to |
| related_activities_set | Set of Related Activities Objects | A list with the activities for which the retrieved service request relates to Available from CRM.COM R14.0.0 |
| related_jobs_set | Set of Related Jobs Objects | A list with the jobs for which the retrieved service request relates to Available from CRM.COM R14.0.0 |
Referred Objects Response Data
Examples
HTTP Method: POST
Request:
Body:
{
"token" : "482AF0B72EDDBEEC318C219B87747CE8",
"service_request_identifier" : { "number" : "36" },
"estimated_completion_time" :
{
"time_period_value" : 16,
"time_period_uot" : "DAYS"
},
"response" :
{
"category_identifier" : { "code" : "RC1.2"},
"responded_by_identifier" : { "username" : "mpadministrator" },
"response_date" : "2014-12-21T12:58:39",
"description" : "Response Description"
},
"temporary_resolution" :
{
"category_identifier" : { "code" : "Temporary Resolution Category 1" },
"temporary_resolved_by_identifier" : { "username" : "mpadministrator"},
"temporary_resolution_date" : "2014-12-20T12:58:39",
"accepted_by_identifier" : { "id_number" : "1009900" }
},
"final_resolution" :
{
"category_identifier" : { "code" : "Final Resolution Category 1" },
"final_resolved_by_identifier" : { "username" : "mpadministrator"},
"final_resolution_date" : "2015-01-02T09:10:45",
"accepted_by_identifier" : { "id_number" : "1009900" }
},
"services_set" :
[
{
"action" : "remove",
"service_request_service_identifier":{"product_identifier" : { "code" : "Gold" }}
}
],
"physical_goods_set":
[
{
"action":"remove",
"service_request_physical_good_identifier":{"installed_item_identifier" : { "serial_number" : "222222222"}}
}
]
}
Response:
{
"status":
{
"message": null,
"description": null,
"code": "OK"
},
"data":
{
"actual_completion_date": null,
"response":
{
"responded_by":
{
"person_name": "Marios Lannister",
"username": "MPAdministrator",
"id": "1",
"email": "mp@ministrator.com"
},
"response_date": null,
"description": "Response Description",
"category":
{
"name": "Activation problems",
"id": "A482BC5028AD8BB22BD8EB20EC22AE88",
"description": null,
"code": "Activat"
}
},
"services_set":
[
],
"related_service_requests_set":
[
],
"udf_float_1": null,
"udf_float_2": null,
"udf_float_3": null,
"number": "36",
"udf_float_4": null,
"impact_level": "IMPACT3",
"caller": null,
"udf_string_1": null,
"assigned_to":
{
"unit":
{
"community_name": null,
"group_name": "Main Group",
"name": "Admin Unit",
"id": "48305F8849E3C18B227C5BE3A27BA6DF",
"description": "r1",
"alternative_code": "MG"
},
"user":
{
"person_name": "MPAdministrator",
"username": "MPAdministrator",
"id": "1",
"email": null
}
},
"udf_string_2": null,
"estimated_completion_time":
{
"time_period_value": null,
"time_period_uot": null
},
"privacy_level": null,
"udf_string_3": null,
"udf_string_4": null,
"urgency_level": "URGENCY1",
"udf_string_5": null,
"udf_string_6": null,
"udf_string_7": null,
"physical_goods_set":
[
{
"id": "E3760C6876A00EC40096651D2F93F82E",
"product":
{
"product_type":
{
"physical_good_type": null,
"service_type": "TERMED",
"used_for_provisioning": true,
"composition_method": "FLAT",
"classification": "SERVICES",
"name": "Subscription Packages",
"id": "BC954969D3172372D498D3BB2BA590A0",
"description": "Subscription main packages",
"alternative_code": "SP"
},
"id": "5C2DCFDD743632AC57AE8147B6EE665E",
"description": null,
"code": "P1",
"alternative_code": "P1"
}
}
],
"udf_string_8": null,
"accounts_receivable":
{
"account_owner":
{
"last_name": "Nalitzis",
"life_cycle_state": "FINANCIAL",
"middle_name": null,
"company_profile": null,
"title": null,
"type": "PERSON",
"first_name": "Dimitris",
"name": null,
"id": "04D07D783D3CA8C9048C95AFCF2616D6",
"company_name": null,
"demographics":
{
"gender": null,
"passport_issued_by_country": null,
"passport_number": null,
"social_security_number": null,
"industry_sector": null,
"date_of_birth":
{
"month": null,
"day": null,
"year": null
},
"name_day":
{
"month": null,
"day": null
},
"id_number": "8896541",
"id_issued_by_country": null,
"industry": null
}
},
"life_cycle_state": "ACTIVE",
"number": "105",
"name": "Nalitzis",
"id": "D0CC29DBEAC21FDECADB2A33DC3723CB"
},
"final_resolution":
{
"final_resolution_date": "2015-01-02T09:10:45",
"description": null,
"category":
{
"name": "Final Resolution Category 1",
"id": "8DB846D0C7F59D91A1E41FDC59EE3656",
"description": null,
"code": "Final Resolution Category 1"
}
},
"temporary_resolution":
{
"description": null,
"temporarily_resolved_by":
{
"person_name": "Marios Lannister",
"username": "MPAdministrator",
"id": "1",
"email": "mp@ministrator.com"
},
"category":
{
"name": "Temporary Resolution Category ",
"id": "BF4228F710B8661FD54F4A5EE957AE31",
"description": null,
"code": "Temporary Resolution Category 1"
}
},
"id": "7DFF7EE3DE883044EFE5C461CC55B392",
"caller_email": "calleremail@api.com",
"udf_date_1": null,
"udf_date_2": null,
"priority_level": null,
"referring_to":
{
"subscription":
{
"accounts_receivable":
{
"account_owner":
{
"last_name": "Nalitzis",
"life_cycle_state": "FINANCIAL",
"middle_name": null,
"company_profile": null,
"title": null,
"type": "PERSON",
"first_name": "Dimitris",
"name": null,
"id": "04D07D783D3CA8C9048C95AFCF2616D6",
"company_name": null,
"demographics":
{
"gender": null,
"passport_issued_by_country": null,
"passport_number": null,
"social_security_number": null,
"industry_sector": null,
"date_of_birth":
{
"month": null,
"day": null,
"year": null
},
"name_day":
{
"month": null,
"day": null
},
"id_number": "8896541",
"id_issued_by_country": null,
"industry": null
}
},
"life_cycle_state": "ACTIVE",
"number": "105",
"name": "Nalitzis",
"id": "D0CC29DBEAC21FDECADB2A33DC3723CB"
},
"life_cycle_state": null,
"number": "S60085",
"type":
{
"name": "Normal Subscription",
"id": "6BB2B984CC9309775D06650C7493A836",
"description": null,
"alternative_code": "ST"
},
"id": "B36E0F884D57C32D3F2FF8018FF3EF21"
},
"job": null
},
"udf_date_3": null,
"expected_completion_date": null,
"udf_date_4": null,
"start_date": "2014-12-18T14:19:08",
"time_overdue":
{
"time_period_value": null,
"time_period_uot": null
},
"time_to_completion":
{
"time_period_value": null,
"time_period_uot": null
},
"owned_by_group":
{
"community_name": null,
"name": "Main Group",
"id": "84F33366CB592BAAE7E2044D93611C6A",
"description": "Main Group",
"alternative_code": "das"
},
"log_information":
{
"updated_date": "2014-12-18T14:52:32",
"created_by_unit":
{
"community_name": null,
"group_name": "Main Group",
"name": "Admin Unit",
"id": "48305F8849E3C18B227C5BE3A27BA6DF",
"description": "r1",
"alternative_code": "MG"
},
"created_date": "2014-12-18T14:19:08",
"updated_by_unit":
{
"community_name": "Main Community",
"group_name": "Main Group",
"name": "Admin Unit",
"id": "48305F8849E3C18B227C5BE3A27BA6DF",
"description": "r1",
"alternative_code": "MG"
},
"created_by_user":
{
"person_name": "MPAdministrator",
"username": "MPAdministrator",
"id": "1",
"email": null
},
"updated_by_user":
{
"person_name": "Marios Lannister",
"username": "MPAdministrator",
"id": "1",
"email": null
}
},
"status":
{
"name": "eee",
"id": "007490C257B8CBFC20B44A6D61F45F09",
"description": null,
"alternative_code": "eee"
},
"life_cycle_state": "FINAL_RESOLVED",
"type":
{
"name": "Service Request Type 1",
"id": "600440718D8F1DB2E7DE7EDBA8EC06EC",
"description": "rrr",
"alternative_code": "rrr"
},
"category":
{
"classification": "INFORMATION",
"name": "Activation problems",
"id": "A482BC5028AD8BB22BD8EB20EC22AE88",
"description": null,
"alternative_code": null
}
}
}