ServiceDeskPlus

Use this integration to manage on-premises and cloud Service Desk Plus requests. The integration allows you to create, update, and delete requests, assign groups and technicians to requests, and link/unlink requests and modify their resolution.

Case Management · Manage Engine Service Desk Plus

Details

IDServiceDeskPlus
ProviderZoho Corporation
CategoryCase Management
From Version5.0.0
Docker Imagedemisto/python3:3.12.13.10116658
Supported ModulesAgentix XSIAM

README

IT Service Management

Configure ServiceDeskPlus in Cortex

  1. In Cortex XSOAR, navigate to Settings > Integrations > Instances. In Cortex XSIAM, navigate to Settings > Automation & Feed Integrations.
  2. Search for ServiceDeskPlus.
  3. Click Add instance to create and configure a new integration instance.

Instance Creation Flow for Cloud

To create an instance of the Service Desk Plus integration, you need to get a Client ID, Client Secret, and Refresh Token.
Follow the next steps to create an instance:

  1. Select the data center in which your data resides.
  2. Register the app using ZOHO App Registration. Copy the Client ID and Client Secret, then paste them into the integration instance and click Done.
  3. In the registered app, select the Generate Code tab and define the scopes for the app.
  4. In the War Room or Playground, run the !service-desk-plus-generate-refresh-token command and paste the generated code into the Refresh Token parameter.
  5. Click the Test button to validate the instance.
  6. If the test is successful, click Save to save the instance.

Instance Creation Flow for On-Premise

To create an instance of the Service Desk Plus integration, you need to get a On-Premises Server URL and a Technician Key.

Follow the next steps to create an instance:

  1. Enter the On-Premise Server URL.
  2. Enter the Technician Key.
  3. Click the Test button to validate the instance.
  4. If the test is successful, click Save to save the instance.

NOTES

  • For more details about the app authorization process refer to App Authorization
  • The code generated in the app is only valid for a limited time.
  • In order to avoid repeating this process, the created Refresh Token should be saved for future use.
  • For more details about generating a technician key please refer to the help documentation

image

Parameter Description Required
server_url Data Center Location: Select the domain location that is applicable for you application True
technician_key Technician Key False
server_url_on_premise On-Premise Server URL False
client_id Client ID False
client_secret Client Secret False
refresh_token Refresh Token False
isFetch Fetch incidents False
incidentType Incident type False
insecure Trust any certificate (not secure) False
proxy Use system proxy settings False
fetch_status The status of the requests that should be fetched. Multiple status can be entered, separated by a comma. False
fetch_time First fetch time range (<number> <time unit>, e.g., 1 hour, 30 minutes) False
fetch_limit The maximum number of incidents that should be fetched each time False
fetch_filter Use this field to filter the incidents that are being fetched according to any of the request properties. Please see additional information for exact filter format. Overrides the status filter, if given. False
  1. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

service-desk-plus-requests-list

View the details of requests. If no parameters are given the details of all requests will be shown.

Base Command

service-desk-plus-requests-list

Input

Argument Name Description Required
request_id The unique request id of the request that should be shown. Optional
start_index Use this to get a list of tasks starting from this index.
e.g: 6		 Optional
page_size Use this to mention the number of requests that needs to be returned.
e.g: 15. By default, will return only the first 10 requests.		 Optional
search_fields The column name and value to be searched for in the format of a json object. e.g {“subject”:“Change like this”,“priority.name”:“High”} Optional
filter_by The name of the filter that should be used. e.g {“name”:“My_Open”} Optional

Context Output

Path Type Description
ServiceDeskPlus.Request.Requester Unknown The requester of the request
ServiceDeskPlus.Request.CreatedTime Date The time the request was created
ServiceDeskPlus.Request.Template Unknown The template that was used to create the request
ServiceDeskPlus.Request.DisplayId String The display id of the request
ServiceDeskPlus.Request.Id String The unique id of the request
ServiceDeskPlus.Request.Subject String The subject of the request
ServiceDeskPlus.Request.Technician String The technician that was assigned to the request
ServiceDeskPlus.Request.Status String The status of the request
ServiceDeskPlus.Request.DueByTime Date The due date of the request
ServiceDeskPlus.Request.Group String The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest Boolean Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested Boolean Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes Boolean Indicates whether the command has notes or not

Command Example

!service-desk-plus-requests-list start_index=32 page_size=2

Context Example

{
    "ServiceDeskPlus": {
        "Request": [
            {
                "CancellationRequested": false,
                "CreatedTime": "2020-06-30T15:27:33.000Z",
                "DisplayId": "172",
                "HasNotes": false,
                "Id": "123640000000279007",
                "IsServiceRequest": false,
                "Requester": {
                    "email_id": null,
                    "is_technician": false,
                    "sms_mail": null,
                    "phone": null,
                    "name": "First Last",
                    "mobile": null,
                    "id": "123640000000244019",
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                    "is_vip_user": false,
                    "department": null
                },
                "Status": "Open",
                "Subject": "Update Existing Request",
                "Template": {
                    "id": "123640000000006655",
                    "name": "Default Request"
                }
            },
            {
                "CancellationRequested": false,
                "CreatedTime": "2020-07-01T08:03:12.000Z",
                "DisplayId": "180",
                "HasNotes": false,
                "Id": "123640000000281015",
                "IsServiceRequest": false,
                "Requester": {
                    "department": null,
                    "email_id": null,
                    "id": "123640000000244019",
                    "is_technician": false,
                    "is_vip_user": false,
                    "mobile": null,
                    "name": "First Last",
                    "phone": null,
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                    "sms_mail": null
                },
                "Status": "Open",
                "Subject": "Create New Request",
                "Template": {
                    "id": "123640000000006655",
                    "name": "Default Request"
                }
            }
        ]
    }
}

Human Readable Output

Requests

CreatedTime Id Requester Status Subject
2020-06-30T15:27:33.000Z 123640000000279007 First Last Open Update Existing Request
2020-07-01T08:03:12.000Z 123640000000281015 First Last Open Create New Request

service-desk-plus-request-delete

Deletes the request with the specified ID. To delete multiple IDs, pass a comma-separated list (string) of the IDs of the requests.

Base Command

service-desk-plus-request-delete

Input

Argument Name Description Required
request_id The id of the request that should be deleted Required

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-request-delete request_id=123640000000279019

Human Readable Output

Successfully deleted request(s) 123640000000279019

service-desk-plus-request-create

Create new requests

Base Command

service-desk-plus-request-create

Input

Argument Name Description Required
subject Subject of this request Required
description Description of this request Optional
request_type Type of this request. Choose one of the listed options or provide a dictionary representing a request_type object. Optional
impact_details Description about the impact of the request; must not exceed 250 characters. Optional
impact Impact of this request. Choose one of the listed options or provide a dictionary representing an impact object. Optional
status Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Optional
mode The mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object. Optional
level Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Optional
urgency Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Optional
priority Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Optional
service_category Service category to which this request belongs. String representing the category’s name. Optional
requester Indicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object. Optional
assets Array of asset objects associated to this request Optional
site Denotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object. Optional
group Group to which this request belongs. Type the name of the group or a dictionary representing a group object. Optional
technician Technician assigned to this request. Type the name of the technician or a dictionary representing a technician object. Optional
category Category to which the request belongs. Fill in the name of the category or a dictionary representing a category object. Optional
subcategory Subcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object. Optional
item Item of this request. Fill in the item’s name or a dictionary representing an item object. Optional
email_ids_to_notify Array of Email ids, which needs to be notified about the happenings of this request Optional
is_fcr Boolean value indicating if the request has been marked as First Call Resolution Optional
resources Holds the resource data mapped to the request Optional
udf_fields Holds udf fields’ values associated with the request. Input format: A string of the form “key1:value1,key2:value2” or a dictionary of the form “{‘key1’:’val1’,’key2’:’val2’}” Optional

Note:

Fields that represent an object can be filled either by providing the name only or the entire object. For example, the technician parameter can be defined either by filling
technician=”First Last” or technician=”{‘name’:’First Last’, ‘id’:’12345’, ‘email_id’:’email@paloaltonetworks.com’}”

Context Output

Path Type Description
ServiceDeskPlus.Request.Requester Unknown The requester of the request
ServiceDeskPlus.Request.CreatedTime Date The time the request was created
ServiceDeskPlus.Request.Template Unknown The template that was used to create the request
ServiceDeskPlus.Request.DisplayId String The display id of the request
ServiceDeskPlus.Request.Id String The unique id of the request
ServiceDeskPlus.Request.Subject String The subject of the request
ServiceDeskPlus.Request.Technician String The technician that was assigned to the request
ServiceDeskPlus.Request.Status String The status of the request
ServiceDeskPlus.Request.DueByTime Date The due date of the request
ServiceDeskPlus.Request.Group String The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest Boolean Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested Boolean Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes Boolean Indicates whether the command has notes or not

Command Example

!service-desk-plus-request-create subject="Create New Request" requester="{'name':'First Last'}" impact_details="Workflow affected"

Context Example

{
    "ServiceDeskPlus": {
        "Request": {
            "CancellationRequested": false,
            "CreatedBy": {
                "department": null,
                "email_id": "email@paloaltonetworks.com",
                "id": "123640000000142582",
                "is_technician": true,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                "sms_mail": null
            },
            "CreatedTime": "2020-07-01T08:17:06.000Z",
            "DisplayId": "181",
            "HasAttachments": false,
            "HasLinkedRequests": false,
            "HasNotes": false,
            "HasProblem": false,
            "HasProject": false,
            "HasRequestInitiatedChange": false,
            "Id": "123640000000276021",
            "ImpactDetails": "Workflow affected",
            "IsEscalated": false,
            "IsFcr": false,
            "IsFirstResponseOverdue": false,
            "IsOverdue": false,
            "IsRead": false,
            "IsReopened": false,
            "IsServiceRequest": false,
            "IsTrashed": false,
            "LastUpdatedTime": "2020-07-01T08:17:06.000Z",
            "Requester": {
                "department": null,
                "email_id": null,
                "id": "123640000000244019",
                "is_technician": false,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                "sms_mail": null
            },
            "Status": "Open",
            "Subject": "Create New Request",
            "Template": {
                "id": "123640000000006655",
                "name": "Default Request"
            },
            "TimeElapsed": "0",
            "UdfFields": {
                "udf_char2": "def test"
            },
            "UnrepliedCount": 0
        }
    }
}

Human Readable Output

Service Desk Plus request was successfully created

CreatedTime Id Requester Status Subject
2020-07-01T08:17:06.000Z 123640000000276021 First Last Open Create New Request

service-desk-plus-request-update

Update the request with the given request id.

Base Command

service-desk-plus-request-update

Input

Argument Name Description Required
request_id The ID of this request Required
subject Subject of this request Optional
description Description of this request Optional
request_type Type of this request. Choose one of the listed options or provide a dictionary representing a request_type object. Optional
impact Impact of this request. Choose one of the listed options or provide a dictionary representing an impact object. Optional
status Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Optional
mode The mode in which the request is created. Choose one of the listed options or provide a dictionary representing a mode object. Optional
level Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Optional
urgency Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Optional
priority Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Optional
service_category Service category to which this request belongs. String representing the category’s name. Optional
requester Indicates the requester of this request. Type the name of the requester as a string or a dictionary representing a requester object. Optional
assets Array of asset objects associated to this request Optional
site Denotes the site to which this request belongs. Type a site name or provide a dictionary representing a site object. Optional
group Group to which this request belongs. Type the name of the group or a dictionary representing a group object. Optional
technician Technician assigned to this request. Type the name of the technician or a dictionary representing a technician object. Optional
category Category to which the request belongs. Fill in the name of the category or a dictionary representing a category object. Optional
subcategory Subcategory to which this request belongs. Fill in the name of the subcategory or a dictionary representing a subcategory object. Optional
item Item of this request. Fill in the item’s name or a dictionary representing an item object. Optional
email_ids_to_notify Array of Email ids, which needs to be notified about the happenings of this request Optional
is_fcr Boolean value indicating if the request has been marked as First Call Resolution Optional
resources Holds the resource data mapped to the request Optional
udf_fields Holds udf fields’ values associated with the request. Input format: A string of the form “key1:value1,key2:value2” or a dictionary of the form “{‘key1’:’val1’,’key2’:’val2’}” Optional
update_reason The reason for updating this request Optional

Context Output

Path Type Description
ServiceDeskPlus.Request.Requester Unknown The requester of the request
ServiceDeskPlus.Request.CreatedTime Date The time the request was created
ServiceDeskPlus.Request.Template Unknown The template that was used to create the request
ServiceDeskPlus.Request.DisplayId String The display id of the request
ServiceDeskPlus.Request.Id String The unique id of the request
ServiceDeskPlus.Request.Subject String The subject of the request
ServiceDeskPlus.Request.Technician String The technician that was assigned to the request
ServiceDeskPlus.Request.Status String The status of the request
ServiceDeskPlus.Request.DueByTime Date The due date of the request
ServiceDeskPlus.Request.Group String The group to which the request belongs
ServiceDeskPlus.Request.IsServiceRequest Boolean Indicates whether the request is a service request or not
ServiceDeskPlus.Request.CancellationRequested Boolean Indicates whether a cancellation was requested
ServiceDeskPlus.Request.HasNotes Boolean Indicates whether the command has notes or not

Command Example

!service-desk-plus-request-update request_id=123640000000284007 subject="Update Existing Request"

Context Example

{
    "ServiceDeskPlus": {
        "Request": {
            "CancellationRequested": false,
            "CreatedBy": {
                "department": null,
                "email_id": "email@paloaltonetworks.com",
                "id": "123640000000142582",
                "is_technician": true,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                "sms_mail": null
            },
            "CreatedTime": "2020-07-01T07:41:14.000Z",
            "DisplayId": "177",
            "Group": {
                "deleted": false,
                "id": "123640000000006681",
                "name": "Network",
                "site": null
            },
            "HasAttachments": false,
            "HasLinkedRequests": false,
            "HasNotes": false,
            "HasProblem": false,
            "HasProject": false,
            "HasRequestInitiatedChange": false,
            "Id": "123640000000284007",
            "IsEscalated": false,
            "IsFcr": false,
            "IsFirstResponseOverdue": false,
            "IsOverdue": false,
            "IsRead": false,
            "IsReopened": true,
            "IsServiceRequest": false,
            "IsTrashed": false,
            "LastUpdatedTime": "2020-07-01T08:17:08.000Z",
            "Requester": {
                "department": null,
                "email_id": null,
                "id": "123640000000244019",
                "is_technician": false,
                "is_vip_user": false,
                "mobile": null,
                "name": "First Last",
                "phone": null,
                "photo_url": "https://contacts.zoho.com/file?exp=10&ID=-1&t=user&height=60&width=60",
                "sms_mail": null
            },
            "Resolution": {
                "content": "Resolution Content"
            },
            "RespondedTime": "2020-07-01T08:12:31.000Z",
            "Status": "Open",
            "Subject": "Update Existing Request",
            "Template": {
                "id": "123640000000006655",
                "name": "Default Request"
            },
            "TimeElapsed": "0",
            "UdfFields": {
                "udf_char2": "def test"
            },
            "UnrepliedCount": 0
        }
    }
}

Human Readable Output

Service Desk Plus request was successfully updated

CreatedTime Id Requester Status Subject
2020-07-01T07:41:14.000Z 123640000000284007 First Last Open Update Existing Request

service-desk-plus-request-assign

Assigns the request with the given request id to a technician/group

Base Command

service-desk-plus-request-assign

Input

Argument Name Description Required
request_id The id of the request that should be assigned Required
technician The name of the technician that should be assigned to the request Optional
group The name of the group that should be assigned to the request Optional

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-request-assign request_id=123640000000284007 group="Network"

Context Example

{}

Human Readable Output

Service Desk Plus request 123640000000284007 was successfully assigned

service-desk-plus-request-pickup

Allows the technician to pickup the request with the given request id on his name.

Base Command

service-desk-plus-request-pickup

Input

Argument Name Description Required
request_id The id of the request that should be picked up Required

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-request-pickup request_id=123640000000279001

Context Example

{}

Human Readable Output

Service Desk Plus request 123640000000279001 was successfully picked up

service-desk-plus-linked-request-list

Gets a list with all the linked requests under a request

Base Command

service-desk-plus-linked-request-list

Input

Argument Name Description Required
request_id The request for which the linked requests are requested Required

Context Output

Path Type Description
ServiceDeskPlus.Request.LinkRequests.Comments Unknown The comment that was added to the linked request
ServiceDeskPlus.Request.LinkRequests.LinkedRequest Unknown The linked request information

Command Example

!service-desk-plus-linked-request-list request_id=123640000000284007

Context Example

{
    "ServiceDeskPlus": {
        "Request": {
            "LinkRequests": [
                {
                    "LinkedRequest": {
                        "display_id": "179",
                        "id": "123640000000288001",
                        "subject": "Request for List",
                        "udf_fields": {
                            "udf_char1": null,
                            "udf_char2": "def test",
                            "udf_char3": null
                        }
                    }
                }
            ]
        }
    }
}

Human Readable Output

Linked requests to request 123640000000284007

LinkedRequest
subject: Request for List
id: 123640000000288001
udf_fields: {“udf_char1”: null, “udf_char2”: “def test”, “udf_char3”: null}
display_id: 179

service-desk-plus-request-resolution-add

Adds a resolution to the given request

Base Command

service-desk-plus-request-resolution-add

Input

Argument Name Description Required
request_id The id of the request for which the resolution should be added Required
resolution_content The content of the resolution that should be added to the request Optional
add_to_linked_requests A boolean value indicating whether the same resolution should be added to all linked request of the request Optional

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-request-resolution-add request_id=123640000000284007 resolution_content="Resolution Content"

Context Example

{}

Human Readable Output

Resolution was successfully added to 123640000000284007

service-desk-plus-request-resolutions-list

Gets the resolution to the given request

Base Command

service-desk-plus-request-resolutions-list

Input

Argument Name Description Required
request_id The id of the request for which the resolution is desired Required

Context Output

Path Type Description
ServiceDeskPlus.Request.Resolution.Content Unknown The content of the resolution of the request
ServiceDeskPlus.Request.Resolution.SubmittedBy Unknown The details of who submitted the resolution
ServiceDeskPlus.Request.Resolution.SubmittedOn Unknown The date the resolution was submitted
ServiceDeskPlus.Request.Resolution.ResolutionAttachments Unknown The attachments that were added to the resolution

Command Example

!service-desk-plus-request-resolutions-list request_id=123640000000284007

Context Example

{
    "ServiceDeskPlus": {
        "Request": {
            "Resolution": {
                "Content": "Resolution Content",
                "SubmittedBy": {
                    "department": null,
                    "email_id": "email@paloaltonetworks.com",
                    "id": "123640000000142582",
                    "is_technician": true,
                    "is_vip_user": false,
                    "mobile": null,
                    "name": "First Last",
                    "phone": null,
                    "photo_url": "https://contacts.zoho.com/file?exp=10&ID=712874208&t=user&height=60&width=60",
                    "sms_mail": null
                },
                "SubmittedOn": "2020-07-01T08:12:31.000Z"
            }
        }
    }
}

Human Readable Output

Resolution of request 123640000000284007

Content SubmittedBy SubmittedOn
Resolution Content First Last 2020-07-01T08:12:31.000Z

service-desk-plus-generate-refresh-token

This function generates the refresh token that should be used in the instance configurations

Base Command

service-desk-plus-generate-refresh-token

Input

Argument Name Description Required
code The code received when creating the application Required

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-generate-refresh-token code=1000.ceb0e1b783c1e9647171e46a92bb444c.61adef3ee9d50c4a83e505ceee06d5b4

Context Example

{}

Human Readable Output

###Refresh Token: 1000.75a65edeb42492fedd0215d301d7a136.1ab14n19a900950205b44d033472de49
Please paste the Refresh Token in the instance configuration and save it for future use.

service-desk-plus-link-request-modify

Link or Unlink multiple commands

Base Command

service-desk-plus-link-request-modify

Input

Argument Name Description Required
request_id The id of the request for which the links should be modified Required
action Link / Unlink this request with the given requests Required
linked_requests_id The IDs of the requests that should be linked to the given request. Multiple IDs can be passed, separated by a comma Required
comment The comment that should be added when linking requests (optional). Optional

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-link-request-modify action=Link request_id=123640000000284007 linked_requests_id=123640000000288001

Context Example

{}

Human Readable Output

Request successfully linked

service-desk-plus-request-close

Closes the specified request.

Base Command

service-desk-plus-request-close

Input

Argument Name Description Required
closure_comments The comments that should be added when closing the request Optional
closure_code The closure code to add to the request. Can be “Cancelled”, “Failed”, “Postponed”, “Rejected”, “Success” or “Unable to Reproduce” Optional
requester_ack_comments The requester comments that should be added to the request Optional
requester_ack_resolution Boolean. Optional
request_id The id of the request that should be closed Required

Context Output

There is no context output for this command.

Command Example

!service-desk-plus-request-close request_id=123640000000288001

Context Example

{}

Human Readable Output

Successfully closed request 123640000000288001

service-desk-plus-request-notes-list

Get a request specific note, or list all of its notes.

Base Command

service-desk-plus-request-notes-list

Input

Argument Name Description Required
request_id The ID of the request to retrieve its notes. Required
request_note_id The ID of the note to retrieve it’s data. Optional

Context Output

Path Type Description
ServiceDeskPlus.Request.Note.mark_first_response Boolean Mark first response or not.
ServiceDeskPlus.Request.Note.created_time.display_value Date Created time display value.
ServiceDeskPlus.Request.Note.created_time.value Date Created time value.
ServiceDeskPlus.Request.Note.add_to_linked_requests Boolean Add to linked requests or not.
ServiceDeskPlus.Request.Note.request.display_id String Request display id.
ServiceDeskPlus.Request.Note.request.subject String Request subject.
ServiceDeskPlus.Request.Note.request.id String Request id.
ServiceDeskPlus.Request.Note.notify_technician Boolean Notify technician or not.
ServiceDeskPlus.Request.Note.show_to_requester Boolean Show to requester or not.
ServiceDeskPlus.Request.Note.description String Note description.
ServiceDeskPlus.Request.Note.id Date Note id.
ServiceDeskPlus.Request.Note.created_by.email_id String Email id of the creator.
ServiceDeskPlus.Request.Note.created_by.is_technician Boolean Whether the creator is technician or not.
ServiceDeskPlus.Request.Note.created_by.sms_mail String Creator sms mail.
ServiceDeskPlus.Request.Note.created_by.phone String Creator phone.
ServiceDeskPlus.Request.Note.created_by.name String Creator name.
ServiceDeskPlus.Request.Note.created_by.mobile String Creator mobile.
ServiceDeskPlus.Request.Note.created_by.id Date Creator id.
ServiceDeskPlus.Request.Note.created_by.photo_url String Creator photo url.
ServiceDeskPlus.Request.Note.created_by.is_vip_user Boolean Whether creator is vip user or not.

service-desk-plus-request-notes-add

add a request note.

Base Command

service-desk-plus-request-notes-add

Input

Argument Name Description Required
request_id The ID of the request to retrieve it’s notes. Required
description The note description. Optional
mark_first_response whether to mark first response or not. Possible values are: true, false. Default is false. Optional
add_to_linked_requests whether to add to linked requests or not. Possible values are: true, false. Default is false. Optional
notify_technician whether to notify technician. Possible values are: true, false. Default is false. Optional
show_to_requester whether to show to requester. Possible values are: true, false. Default is false. Optional

Context Output

Path Type Description
ServiceDeskPlus.Request.Note.mark_first_response Boolean mark first response or not.
ServiceDeskPlus.Request.Note.created_time.display_value Date created time display value.
ServiceDeskPlus.Request.Note.created_time.value Date created time value.
ServiceDeskPlus.Request.Note.add_to_linked_requests Boolean add to linked requests or not.
ServiceDeskPlus.Request.Note.request.display_id String request display id.
ServiceDeskPlus.Request.Note.request.subject String request subject.
ServiceDeskPlus.Request.Note.request.id Date request id.
ServiceDeskPlus.Request.Note.notify_technician Boolean notify technician or not.
ServiceDeskPlus.Request.Note.show_to_requester Boolean show to requester or not.
ServiceDeskPlus.Request.Note.description String note description.
ServiceDeskPlus.Request.Note.id Date note id.
ServiceDeskPlus.Request.Note.created_by.email_id String email id of the creator.
ServiceDeskPlus.Request.Note.created_by.is_technician Boolean whether the creator is technician or not.
ServiceDeskPlus.Request.Note.created_by.sms_mail String creator sms mail.
ServiceDeskPlus.Request.Note.created_by.phone String creator phone.
ServiceDeskPlus.Request.Note.created_by.name String creator name.
ServiceDeskPlus.Request.Note.created_by.mobile String creator mobile.
ServiceDeskPlus.Request.Note.created_by.id Date creator id.
ServiceDeskPlus.Request.Note.created_by.photo_url String creator photo url.
ServiceDeskPlus.Request.Note.created_by.is_vip_user Boolean whether creator is vip user or not.

service-desk-plus-request-notes-delete

delete a request note.

Base Command

service-desk-plus-request-notes-delete

Input

Argument Name Description Required
request_id The ID of the request to delete it’s notes. Required
request_note_id The ID of the note to delete. Required

Context Output

There is no context output for this command.

service-desk-plus-request-notes-update

update a request note.

Base Command

service-desk-plus-request-notes-update

Input

Argument Name Description Required
request_note_id The ID of the note to retrieve it’s data. Required
request_id The ID of the request to retrieve it’s notes. Required
description The note description. Required
mark_first_response whether to mark first response or not. Possible values are: true, false. Default is false. Optional
add_to_linked_requests whether to add to linked requests or not. Possible values are: true, false. Default is false. Optional
notify_technician whether to notify technician. Possible values are: true, false. Default is false. Optional
show_to_requester whether to show to requester. Possible values are: true, false. Default is false. Optional

Context Output

Path Type Description
ServiceDeskPlus.Request.Note.mark_first_response Boolean mark first response or not.
ServiceDeskPlus.Request.Note.created_time.display_value Date created time display value.
ServiceDeskPlus.Request.Note.created_time.value Date created time value.
ServiceDeskPlus.Request.Note.add_to_linked_requests Boolean add to linked requests or not.
ServiceDeskPlus.Request.Note.request.display_id String request display id.
ServiceDeskPlus.Request.Note.request.subject String request subject.
ServiceDeskPlus.Request.Note.request.id Date request id.
ServiceDeskPlus.Request.Note.notify_technician Boolean notify technician or not.
ServiceDeskPlus.Request.Note.show_to_requester Boolean show to requester or not.
ServiceDeskPlus.Request.Note.description String note description.
ServiceDeskPlus.Request.Note.id Date note id.
ServiceDeskPlus.Request.Note.created_by.email_id String email id of the creator.
ServiceDeskPlus.Request.Note.created_by.is_technician Boolean whether the creator is technician or not.
ServiceDeskPlus.Request.Note.created_by.sms_mail String creator sms mail.
ServiceDeskPlus.Request.Note.created_by.phone String creator phone.
ServiceDeskPlus.Request.Note.created_by.name String creator name.
ServiceDeskPlus.Request.Note.created_by.mobile String creator mobile.
ServiceDeskPlus.Request.Note.created_by.id Date creator id.
ServiceDeskPlus.Request.Note.created_by.photo_url String creator photo url.
ServiceDeskPlus.Request.Note.created_by.is_vip_user Boolean whether creator is vip user or not.

Configuration parameters

  • server_url — Data Center Location: Select the domain location that is applicable to your application (required)
  • technician_key — Technician Key
  • credentials_technician_key —
  • server_url_on_premise — On-Premise Server URL
  • client_id — Client ID
  • client_secret — Client Secret
  • credentials_client — Client ID
  • refresh_token — Refresh Token
  • credentials_refresh_token —
  • insecure — Trust any certificate (not secure)
  • proxy — Use system proxy settings
  • isFetch — Fetch incidents
  • incidentType — Incident type
  • incidentFetchInterval — Incidents Fetch Interval
  • fetch_status — Incidents status. Supports multi-select.
  • fetch_time — First fetch time
  • fetch_limit — Fetch limit - maximum number of incidents per fetch
  • fetch_filter — Fetch query - see (?). Overrides the status filter, if given.

Commands (16)

  • service-desk-plus-generate-refresh-token

    This function generates the refresh token that should be used in the instance configurations.

  • service-desk-plus-link-request-modify

    Links or unlinks multiple commands.

  • service-desk-plus-linked-request-list

    Gets a list with all the linked requests under the specified request.

  • service-desk-plus-request-assign

    Assigns the specified request to a technician and/or group.

  • service-desk-plus-request-close

    Closes the specified request.

  • service-desk-plus-request-create

    Creates new requests.

  • service-desk-plus-request-delete

    Deletes the request with the specified ID. To delete multiple IDs, pass a comma-separated list (string) of the IDs of the requests.

  • service-desk-plus-request-notes-add

    Adds a request note.

  • service-desk-plus-request-notes-delete

    Deletes a request note.

  • service-desk-plus-request-notes-list

    Get a request specific note, or list all of its notes.

  • service-desk-plus-request-notes-update

    Updates a request note.

  • service-desk-plus-request-pickup

    Allows a technician to pickup the specified with the given request ID on the technician's name.

  • service-desk-plus-request-resolution-add

    Adds a resolution to the specified request.

  • service-desk-plus-request-resolutions-list

    Gets the resolution of the specified request.

  • service-desk-plus-request-update

    Updates the specified request.

  • service-desk-plus-requests-list

    View the details of requests. If no arguments are passed, details of all requests are returned.

Source

ServiceDeskPlus.py ServiceDeskPlus_test.py ServiceDeskPlus.yml ServiceDeskPlus_description.md command_examples.txt
Download History Raw 
category: Case Management
provider: Zoho Corporation
commonfields:
  id: ServiceDeskPlus
  version: -1
configuration:
- display: 'Data Center Location: Select the domain location that is applicable to your application'
  name: server_url
  options:
  - United States
  - Europe
  - India
  - China
  - Australia
  - On-Premise
  required: true
  type: 15
  section: Connect
- display: Technician Key
  name: technician_key
  type: 4
  hidden: true
  required: false
  section: Connect
- displaypassword: Technician Key
  name: credentials_technician_key
  hiddenusername: true
  type: 9
  required: false
  section: Connect
- defaultvalue: https://example.com
  display: On-Premise Server URL
  name: server_url_on_premise
  type: 0
  required: false
  section: Connect
- display: Client ID
  name: client_id
  type: 4
  hidden: true
  required: false
  section: Connect
- display: Client Secret
  name: client_secret
  type: 4
  hidden: true
  required: false
  section: Connect
- display: Client ID
  name: credentials_client
  type: 9
  displaypassword: Client Secret
  section: Connect
  required: false
- display: Refresh Token
  name: refresh_token
  type: 4
  hidden: true
  required: false
  section: Connect
- displaypassword: Refresh Token
  name: credentials_refresh_token
  hiddenusername: true
  type: 9
  required: false
  section: Connect
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
  section: Connect
- display: Use system proxy settings
  name: proxy
  type: 8
  required: false
  section: Connect
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
  section: Collect
- display: Incident type
  name: incidentType
  type: 13
  required: false
  section: Collect
- display: Incidents Fetch Interval
  name: incidentFetchInterval
  defaultvalue: '1'
  required: false
  type: 19
  section: Collect
  advanced: true
- defaultvalue: Open
  display: Incidents status. Supports multi-select.
  name: fetch_status
  options:
  - Open
  - Closed
  - On Hold
  - Resolved
  - Canceled
  type: 16
  required: false
  section: Collect
- additionalinfo: 'Input format: <number> <time unit>, e.g., 1 hour, 30 minutes'
  defaultvalue: 7 days
  display: First fetch time
  name: fetch_time
  type: 0
  required: false
  section: Collect
- defaultvalue: '50'
  display: Fetch limit - maximum number of incidents per fetch
  name: fetch_limit
  type: 0
  required: false
  section: Collect
- display: Fetch query -  see (?). Overrides the status filter, if given.
  name: fetch_filter
  type: 12
  required: false
  section: Collect
description: Use this integration to manage on-premises and cloud Service Desk Plus requests. The integration allows you to create, update, and delete requests, assign groups and technicians to requests, and link/unlink requests and modify their resolution.
display: Service Desk Plus
name: ServiceDeskPlus
script:
  commands:
  - arguments:
    - description: The unique request id of the request that should be shown.
      name: request_id
    - description: |-
        Use this to get a list of tasks starting from this index.
        e.g: 6.
      name: start_index
    - description: |-
        Use this to mention the number of requests that needs to be returned.
        e.g: 15. By default, will return only the first 10 requests.
      name: page_size
    - description: The column name and value to be searched for in the format of a JSON object. For example, {“subject”:“Change like this”,“priority.name”:“High”}.
      name: search_fields
    - description: The name of the filter to use. For example, {“name”:“My_Open”}.
      name: filter_by
    description: View the details of requests. If no arguments are passed, details of all requests are returned.
    name: service-desk-plus-requests-list
    outputs:
    - contextPath: ServiceDeskPlus.Request.Requester
      description: Who made the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.CreatedTime
      description: The time the request was created.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Template
      description: The template that was used to create the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.DisplayId
      description: The display ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Id
      description: The unique ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Subject
      description: The subject of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Technician
      description: The technician that was assigned to the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Status
      description: The status of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.DueByTime
      description: The due date of the request.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Group
      description: The group to which the request belongs.
      type: String
    - contextPath: ServiceDeskPlus.Request.IsServiceRequest
      description: Indicates whether the request is a service request.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.CancellationRequested
      description: Indicates whether a cancellation was requested.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.HasNotes
      description: Indicates whether the command has notes.
      type: Boolean
  - arguments:
    - description: The ID of the request to delete.
      name: request_id
      required: true
    description: Deletes the request with the specified ID. To delete multiple IDs, pass a comma-separated list (string) of the IDs of the requests.
    name: service-desk-plus-request-delete
  - arguments:
    - description: Subject of the request.
      name: subject
      required: true
    - description: Description of the request.
      name: description
    - auto: PREDEFINED
      description: Request type. Choose one of the listed options or provide a dictionary representing a request_type object. Can be "Incident", "Request For Information", or "Service Request".
      name: request_type
      predefined:
      - Incident
      - Request For Information
      - Service Request
    - description: Description about the impact of the request; must not exceed 250 characters.
      name: impact_details
    - auto: PREDEFINED
      description: Impact of the request. Choose one of the listed options or provide a dictionary representing an impact object. Can be "Affects Business", "Affects Department", "Affects Group", or "Affects User".
      name: impact
      predefined:
      - Affects Business
      - Affects Department
      - Affects Group
      - Affects User
    - auto: PREDEFINED
      defaultValue: Open
      description: Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Can be "Open", "Closed", "On Hold", "Resolved", or "Canceled".
      name: status
      predefined:
      - Open
      - Closed
      - On Hold
      - Resolved
      - Canceled
    - auto: PREDEFINED
      description: The mode in which to create the request. Choose one of the listed options or provide a dictionary representing a mode object. Can be "E-mail", "Phone Call", or "Web Form".
      name: mode
      predefined:
      - E-Mail
      - Phone Call
      - Web Form
    - auto: PREDEFINED
      description: Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Can be "Tier 1", "Tier 2", "Tier 3", or "Tier 4".
      name: level
      predefined:
      - Tier 1
      - Tier 2
      - Tier 3
      - Tier 4
    - auto: PREDEFINED
      description: Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Can be "High", "Low", "Normal", or "Urgent".
      name: urgency
      predefined:
      - High
      - Low
      - Normal
      - Urgent
    - auto: PREDEFINED
      description: Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Can be "High", "Low", "Normal", or "Meduium".
      name: priority
      predefined:
      - High
      - Low
      - Normal
      - Medium
    - description: Service category to which this request belongs. String representing the category's name.
      name: service_category
    - description: Indicates who made the request. Enter the name of the requester as a string or a dictionary representing a requester object.
      name: requester
    - description: Array of asset objects associated to the request.
      name: assets
    - description: Denotes the site to which the request belongs. Enter a site name or provide a dictionary representing a site object.
      name: site
    - description: Group to which the request belongs. Enter the name of the group or a dictionary representing a group object.
      name: group
    - description: Technician assigned to the request. Enter the name of the technician or a dictoinary representing a technician object.
      name: technician
    - description: Category to which the request belongs. Enter the name of the category or a dictionary representing a category object.
      name: category
    - description: Subcategory to which the request belongs. Enter the name of the subcategory or a dictionary representing a subcategory object.
      name: subcategory
    - description: Item of the request. Enter the item's name or a dictionary representing an item object.
      name: item
    - description: Array of email IDs to notify about the happenings of the request.
      name: email_ids_to_notify
    - description: Boolean value indicating if the request has been marked as First Call Resolution.
      name: is_fcr
    - description: Holds the resource data mapped to the request.
      name: resources
    - description: 'Holds UDF fields'' values (string) associated with the request in the format: "key1:value1,key2:value2" or a dictionary in the form "{''key1'':''val1'',''key2'':''val2''}".'
      name: udf_fields
    description: Creates new requests.
    name: service-desk-plus-request-create
    outputs:
    - contextPath: ServiceDeskPlus.Request.Requester
      description: Who made the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.CreatedTime
      description: The time the request was created.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Template
      description: The template that was used to create the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.DisplayId
      description: The display ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Id
      description: The unique ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Subject
      description: The subject of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Technician
      description: The technician that was assigned to the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Status
      description: The status of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.DueByTime
      description: The due date of the request.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Group
      description: The group to which the request belongs.
      type: String
    - contextPath: ServiceDeskPlus.Request.IsServiceRequest
      description: Indicates whether the request is a service request.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.CancellationRequested
      description: Indicates whether a cancellation was requested.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.HasNotes
      description: Indicates whether the command has notes.
      type: Boolean
  - arguments:
    - description: The ID of the request.
      name: request_id
      required: true
    - description: Subject of the request.
      name: subject
    - description: Description of the request.
      name: description
    - auto: PREDEFINED
      description: Request type. Choose one of the listed options or provide a dictionary representing a request_type object. Can be "Incident", "Request For Information", or "Service Request".
      name: request_type
      predefined:
      - Incident
      - Request For Information
      - Service Request
    - auto: PREDEFINED
      description: Impact of the request. Choose one of the listed options or provide a dictionary representing an impact object. Can be "Affects Business", "Affects Department", "Affects Group", or "Affects User".
      name: impact
      predefined:
      - Affects Business
      - Affects Department
      - Affects Group
      - Affects User
    - auto: PREDEFINED
      defaultValue: Open
      description: Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Can be "Open", "Closed", "On Hold", "Resolved", or "Canceled".
      name: status
      predefined:
      - Open
      - Closed
      - On Hold
      - Resolved
      - Canceled
    - auto: PREDEFINED
      description: The mode in which to create the request. Choose one of the listed options or provide a dictionary representing a mode object. Can be "E-mail", "Phone Call", or "Web Form".
      name: mode
      predefined:
      - E-Mail
      - Phone Call
      - Web Form
    - auto: PREDEFINED
      description: Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Can be "Tier 1", "Tier 2", "Tier 3", or "Tier 4".
      name: level
      predefined:
      - Tier 1
      - Tier 2
      - Tier 3
      - Tier 4
    - auto: PREDEFINED
      description: Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Can be "High", "Low", "Normal", or "Urgent".
      name: urgency
      predefined:
      - High
      - Low
      - Normal
      - Urgent
    - auto: PREDEFINED
      description: Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Can be "High", "Low", "Normal", or "Meduium".
      name: priority
      predefined:
      - High
      - Low
      - Normal
      - Medium
    - description: Service category to which this request belongs. String representing the category's name.
      name: service_category
    - description: Indicates who made the request. Enter the name of the requester as a string or a dictionary representing a requester object.
      name: requester
    - description: Array of asset objects associated to the request.
      name: assets
    - description: Denotes the site to which the request belongs. Enter a site name or provide a dictionary representing a site object.
      name: site
    - description: Group to which the request belongs. Enter the name of the group or a dictionary representing a group object.
      name: group
    - description: Technician assigned to the request. Enter the name of the technician or a dictionary representing a technician object.
      name: technician
    - description: Category to which the request belongs. Enter the name of the category or a dictionary representing a category object.
      name: category
    - description: Subcategory to which this request belongs. Enter the name of the subcategory or a dictionary representing a subcategory object.
      name: subcategory
    - description: Item of the request. Enter the item's name or a dictionary representing an item object.
      name: item
    - description: Array of email IDs to notify about the happenings of the request.
      name: email_ids_to_notify
    - description: Boolean value indicating if the request has been marked as First Call Resolution.
      name: is_fcr
    - description: Holds the resource data mapped to the request.
      name: resources
    - description: 'Holds UDF fields'' values (string) associated with the request in the format: "key1:value1,key2:value2" or a dictionary in the form "{''key1'':''val1'',''key2'':''val2''}".'
      name: udf_fields
    - description: The reason for updating the request.
      name: update_reason
    description: Updates the specified request.
    name: service-desk-plus-request-update
    outputs:
    - contextPath: ServiceDeskPlus.Request.Requester
      description: Who made the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.CreatedTime
      description: The time the request was created.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Template
      description: The template that was used to create the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.DisplayId
      description: The display ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Id
      description: The unique ID of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Subject
      description: The subject of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Technician
      description: The technician that was assigned to the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.Status
      description: The status of the request.
      type: String
    - contextPath: ServiceDeskPlus.Request.DueByTime
      description: The due date of the request.
      type: Date
    - contextPath: ServiceDeskPlus.Request.Group
      description: The group to which the request belongs.
      type: String
    - contextPath: ServiceDeskPlus.Request.IsServiceRequest
      description: Indicates whether the request is a service request.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.CancellationRequested
      description: Indicates whether a cancellation was requested.
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.HasNotes
      description: Indicates whether the command has notes.
      type: Boolean
  - arguments:
    - description: The ID of the request to assign.
      name: request_id
      required: true
    - description: The name of the technician to assign to the request.
      name: technician
    - description: The name of the group to assign to the request.
      name: group
    description: Assigns the specified request to a technician and/or group.
    name: service-desk-plus-request-assign
  - arguments:
    - description: The ID of the request that should be picked up.
      name: request_id
      required: true
    description: Allows a technician to pickup the specified with the given request ID on the technician's name.
    name: service-desk-plus-request-pickup
  - arguments:
    - description: The request for which to get a list of linked requests.
      name: request_id
      required: true
    description: Gets a list with all the linked requests under the specified request.
    name: service-desk-plus-linked-request-list
    outputs:
    - contextPath: ServiceDeskPlus.Request.LinkRequests.Comments
      description: The comment that was added to the linked request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.LinkRequests.LinkedRequest
      description: The linked request information.
      type: Unknown
  - arguments:
    - description: The ID of the request to which to add the resolution.
      name: request_id
      required: true
    - description: The content of the resolution to add to the request.
      name: resolution_content
    - auto: PREDEFINED
      description: A boolean value indicating whether the same resolution should be added to all requests linked to the request. Can be "true" or "false".
      name: add_to_linked_requests
      predefined:
      - 'true'
      - 'false'
    description: Adds a resolution to the specified request.
    name: service-desk-plus-request-resolution-add
  - arguments:
    - description: The ID of the request for which to get the resolution.
      name: request_id
      required: true
    description: Gets the resolution of the specified request.
    name: service-desk-plus-request-resolutions-list
    outputs:
    - contextPath: ServiceDeskPlus.Request.Resolution.Content
      description: The content of the resolution of the request.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.Resolution.SubmittedBy
      description: The details of who submitted the resolution.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.Resolution.SubmittedOn
      description: The date the resolution was submitted.
      type: Unknown
    - contextPath: ServiceDeskPlus.Request.Resolution.ResolutionAttachments
      description: The attachments that were added to the resolution.
      type: Unknown
  - arguments:
    - description: The code received when creating the application.
      name: code
      required: true
      secret: true
    description: This function generates the refresh token that should be used in the instance configurations.
    name: service-desk-plus-generate-refresh-token
  - arguments:
    - description: The ID of the request for which the links should be modified.
      name: request_id
      required: true
    - auto: PREDEFINED
      description: Specifies whether to link or unlink this request with the specified requests. Can be "Link" or "Unlink".
      name: action
      predefined:
      - Link
      - Unlink
      required: true
    - description: A comma-separated list of request IDs to link or unlink from the given request. Multiple IDs can be passed, separated by a comma.
      name: linked_requests_id
      required: true
    - description: The comment to add when linking requests (optional).
      name: comment
    description: Links or unlinks multiple commands.
    name: service-desk-plus-link-request-modify
  - arguments:
    - description: The comments to add when closing the request.
      name: closure_comments
    - auto: PREDEFINED
      description: The closure code to add to the request. Can be "Cancelled", "Failed", "Postponed", "Rejected", "Success" or "Unable to Reproduce".
      name: closure_code
      predefined:
      - Cancelled
      - Failed
      - Postponed
      - Rejected
      - Success
      - Unable to Reproduce
    - description: The requester comments to add to the request.
      name: requester_ack_comments
    - auto: PREDEFINED
      description: A boolean value indicating whether the requester needs to acknowledge the resolution. Can be "true" or "false".
      name: requester_ack_resolution
      predefined:
      - 'true'
      - 'false'
    - description: The ID of the request to close.
      name: request_id
      required: true
    description: Closes the specified request.
    name: service-desk-plus-request-close
  - arguments:
    - description: The ID of the request from which to retrieve notes.
      name: request_id
      required: true
    - description: The ID of the note from which to retrieve data.
      name: request_note_id
      required: false
    name: service-desk-plus-request-notes-list
    description: Get a request specific note, or list all of its notes.
    outputs:
    - contextPath: ServiceDeskPlus.Request.Note.mark_first_response
      description: 'Whether to mark the request note first response.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_time.display_value
      description: 'The request note created time display value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_time.value
      description: 'The request note created time value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.add_to_linked_requests
      description: 'Whether to add notes from a specific request to its linked requests.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.request.display_id
      description: 'The request display ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.subject
      description: 'The request subject.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.id
      description: 'The request ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.notify_technician
      description: 'Whether to notify the technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.show_to_requester
      description: 'Whether to show request notes to the requester.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.description
      description: 'The request note description.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.id
      description: 'The request note ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.email_id
      description: 'The email ID of the request note creator.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_technician
      description: 'Whether the request note creator is a technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_by.sms_mail
      description: 'The request note creator SMS mail.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.phone
      description: 'The request note creator phone number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.name
      description: 'The request note creator name.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.mobile
      description: 'The request note creator mobile number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.id
      description: 'The request note creator ID.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_by.photo_url
      description: 'The request note creator photo URL.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_vip_user
      description: 'Whether the request note creator is a VIP user.'
      type: Boolean
  - arguments:
    - description: The ID of the request from which to retrieve notes.
      name: request_id
      required: true
    - description: The request note description.
      name: description
      required: false
    - description: Whether to mark the request note first response.
      name: mark_first_response
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to add notes from a specific request to its linked requests.
      name: add_to_linked_requests
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to notify the technician.
      name: notify_technician
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to show request notes to the requester.
      name: show_to_requester
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    name: service-desk-plus-request-notes-add
    description: Adds a request note.
    outputs:
    - contextPath: ServiceDeskPlus.Request.Note.mark_first_response
      description: 'Whether to mark the request note first response.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_time.display_value
      description: 'The request note created time display value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_time.value
      description: 'The request note created time value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.add_to_linked_requests
      description: 'Whether to add notes from a specific request to its linked requests.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.request.display_id
      description: 'The request display ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.subject
      description: 'The request subject.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.id
      description: 'The request ID.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.notify_technician
      description: 'Whether to notify the technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.show_to_requester
      description: 'Whether to show request notes to the requester.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.description
      description: 'The request note description.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.id
      description: 'The request note ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.email_id
      description: 'The email ID of the request note creator.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_technician
      description: 'Whether the request note creator is a technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_by.sms_mail
      description: 'The request note creator SMS mail.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.phone
      description: 'The request note creator phone number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.name
      description: 'The request note creator name.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.mobile
      description: 'The request note creator mobile number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.id
      description: 'The request note creator ID.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_by.photo_url
      description: 'The request note creator photo URL.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_vip_user
      description: 'Whether the request note creator is a VIP user.'
      type: Boolean
  - arguments:
    - description: The ID of the request from which to delete notes.
      name: request_id
      required: true
    - description: The ID of the note to delete.
      name: request_note_id
      required: true
    name: service-desk-plus-request-notes-delete
    description: Deletes a request note.
  - arguments:
    - description: The ID of the note from which to retrieve data.
      name: request_note_id
      required: true
    - description: The ID of the request from which to retrieve notes.
      name: request_id
      required: true
    - description: The note description.
      name: description
      required: true
    - description: Whether to mark the request note first response.
      name: mark_first_response
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to add notes from a specific request to its linked requests.
      name: add_to_linked_requests
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to notify the technician.
      name: notify_technician
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    - description: Whether to show request notes to the requester.
      name: show_to_requester
      auto: PREDEFINED
      defaultValue: "false"
      predefined:
      - "true"
      - "false"
    name: service-desk-plus-request-notes-update
    description: Updates a request note.
    outputs:
    - contextPath: ServiceDeskPlus.Request.Note.mark_first_response
      description: 'Mark first response or not.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_time.display_value
      description: 'The request note created time display value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_time.value
      description: 'The request note created time value.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.add_to_linked_requests
      description: 'Whether to add notes from a specific request to its linked requests.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.request.display_id
      description: 'The request display ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.subject
      description: 'The request subject.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.request.id
      description: 'The request ID.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.notify_technician
      description: 'Whether to notify the technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.show_to_requester
      description: 'Whether to show request notes to the requester.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.description
      description: 'The request note description.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.id
      description: 'The request note ID.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.email_id
      description: 'The email ID of the request note creator.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_technician
      description: 'Whether the request note creator is a technician.'
      type: Boolean
    - contextPath: ServiceDeskPlus.Request.Note.created_by.sms_mail
      description: 'The request note creator SMS mail.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.phone
      description: 'The request note creator phone number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.name
      description: 'The request note creator name.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.mobile
      description: 'The request note creator mobile number.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.id
      description: 'The request note creator ID.'
      type: Date
    - contextPath: ServiceDeskPlus.Request.Note.created_by.photo_url
      description: 'The request note creator photo URL.'
      type: String
    - contextPath: ServiceDeskPlus.Request.Note.created_by.is_vip_user
      description: 'Whether the request note creator is a VIP user.'
      type: Boolean
  dockerimage: demisto/python3:3.12.13.10116658
  isfetch: true
  runonce: false
  script: '-'
  subtype: python3
  type: python
tests:
- Service Desk Plus Test
fromversion: 5.0.0
sectionorder:
- Connect
- Collect