category: Case Management
provider: Zoho Corporation
commonfields:
  id: ServiceDeskPlus (On-Premise)
  version: -1
configuration:
- display: On-Premise Server URL
  name: server_url
  defaultvalue: https://example.com
  type: 0
  required: false
- display: Technician Key
  name: technician_key
  required: true
  type: 4
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
- display: Use system proxy settings
  name: proxy
  type: 8
  required: false
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
- display: Incident type
  name: incidentType
  type: 13
  required: false
- defaultvalue: Open
  display: Incidents status. Supports multi-select.
  name: fetch_status
  options:
  - Open
  - Closed
  - On Hold
  - Resolved
  - Canceled
  type: 16
  required: false
- defaultvalue: 7 days
  display: First fetch timestamp (<number> <time unit>, e.g., 12 hours, 7 days)
  name: first_fetch
  type: 0
  required: false
- defaultvalue: '50'
  display: Fetch limit - maximum number of incidents per fetch
  name: max_fetch
  type: 0
  required: false
- display: Fetch query -  see (?). Overrides the status filter, if given.
  name: fetch_filter
  type: 12
  required: false
description: Deprecated. Use the Service Desk Plus instead.
display: Service Desk Plus (On-Premise) (Deprecated)
name: ServiceDeskPlus (On-Premise)
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
    deprecated: true
    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.
      isArray: true
      name: request_id
      required: true
    deprecated: 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
    - 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
    deprecated: true
    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: Comments added while changing the request's status.
      name: status_change_comments
    deprecated: true
    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
    deprecated: true
    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
    deprecated: 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
    deprecated: 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'
    deprecated: true
    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
    deprecated: 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 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
    deprecated: true
    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 "Canceled", "Failed", "Moved", "Postponed", "Success" or "Unable to Reproduce". Additional codes can be added.
      name: closure_code
      predefined:
      - Canceled
      - Failed
      - Moved
      - Postponed
      - 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
    deprecated: true
    description: Closes the specified request.
    name: service-desk-plus-request-close
  dockerimage: demisto/python3:3.9.8.24399
  isfetch: true
  runonce: false
  script: '-'
  subtype: python3
  type: python
tests:
- No tests - Deprected
fromversion: 5.0.0
deprecated: true