Call Transactions

The API provides transactions to create, update, forward, close, add notes and retrieve calls. Messaging transactions are provided to email the call’s forum.

Limited Support/End of Life Capabilities

The Classic API has been replaced by the Alemba RestFul API. While we will continue to support the Classic API for clients that are still using it, no further development will be done.

If you need to request a hotfix or support for these features, please contact Alemba Support

Timesheet transactions are provided for updating existing calls.

Availability transactions are provided to find outages linked to existing calls.

When calls are created, there is an option to pass a list of CMDB Items against which an outage can be created. If possible, the API will create an outage against the specified items. If the transaction is unable to create an outage against the specified item, it may return an error.

CallCreate Transaction

The CallCreate transaction can be used to log a call. A call template can be specified to log a call.

Input Parameters: CallCreateRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Ignored

-

Ignored on Create

lTemplateRef

Lookup Field

No

0

Call Template used to log the call

sCallRef

String

No

“”

Call Ref on the call

lCustomer

Lookup Field

No

0

User on the call

lLocation

Lookup Field

No

0

Location on the call

lOrganization

Lookup Field

No

0

Organization on the call

lConfigItem

Lookup Field

No

0

Config Item on the call

lFwdOfficer

Lookup Field

No

0

Analyst to which this call will be assigned

lService

Lookup Field

No

0

Service on the call

lServiceAction

Lookup Field

No

0

Service Action on the call

lServiceBundle

Lookup Field

No

0

Service Bundle on the call

lImpact

Lookup Field

No

0

Call Impact

lPriority

Lookup Field

No

0

Call Priority

lUrgency

Lookup Field

No

0

Call Urgency

lFwdGroup

Lookup Field

No

0

Group to which this call will be assigned

lIPKStatus

Lookup Field

No

Analyst’s default IPK status

IPK status applied to the call

lIPKStream

Lookup Field

No

Analyst’s default IPK stream

IPK stream applied to the call

sActionDescription

String

No

“”

Action & Solution history entry

sProblemDescription

String

No

“”

Call Description

yPortal

No

N

Display this Action & Solution history entry on Self Service Portal? Values:

  • Y = display this Action & Solution history entry on the Portal

  • N = do not display this Action & Solution history entry on the Portal

lType

Lookup Field

No

0

Call Issue Type

dActionEnd

Date/Time

No

Now

Action End Date

dActionStart

Date/Time

No

Now

Action Start Date

lActionType

Lookup Field

No

0

Action Type corresponding to the Action & Solution history entry

nEstimatedHours

Integer

No

Uses the difference between the Action Start and Action End

Action & Solution recorded time spent

nEstimatedMins

Integer

No

Uses the difference between the Action Start and Action End

Action & Solution recorded time spent

nExpenses

Integer

No

0

Action & Solution recorded expenditure

bCreateOutage

Boolean

No

False

Create an outage against the specified CMDB item or Service and link it to this call. Values:

dOutageEnd

Date/Time

No

(NULL)

Outage end date; if entered, this date must be in the past.

Outage end date is entered in the logging analyst’s time zone.

dOutageStart

Date/Time

No

Now – if Create Outage was selected

Outage start date.

Outage start date is entered in the logging analyst’s time zone.

lOutageType

Lookup Field

No

Unspecified

Unplanned

Outage Type. This must be an unplanned Outage Type.

sOutageDesc

String

No

“”

Description of the created outage

sOutageItemList

String

No

“”

List of CMDB items or Services linked to the call (or dependent on these CI) against which to create the outage.

These outages will be linked to the call.

lCallStatus

Lookup Field

No

0

Call Status

lPartition

Lookup Field

No

Analyst’s default partition

Call Partition.

Ignored if a call template is specified, to which the partition on the template is used.

lSecurity

Lookup Field

No

0

Security Profile applied to the Action & Solution history entry.

bSendEmail

Boolean

No

False

Send an email to the assigned analyst/group regarding this call. Values:

  • True = send an email to the assigned analyst/group

  • False = no email is sent

bSendPager

Boolean

No

False

Send a pager message to the assigned analyst/group regarding this call. Values:

  • True = send a pager message to the assigned analyst/group

  • False = no pager message is sent

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values:CallResponse

Argument

Type

Description

nEntityRef

Integer

New Call Number

sMessage

String

Error/Warning Message

Ret

APIReturn

Error/Warning Number

CallUpdate Transaction

The CallUpdate transaction can be used to update and defer a call.

Input Parameters: CallUpdateRequest

CallUpdateRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Call to update

lTemplateRef

Lookup Field

No

(As is)

Call Template used to log the call

sCallRef

String

No

(As is)

Call Ref on the call

lCustomer

Lookup Field

No

(As is)

User on the call

lLocation

Lookup Field

No

(As is)

Location on the call

lOrganization

Lookup Field

No

(As is)

Organization on the call

lConfigItem

Lookup Field

No

(As is)

Config Item on the call

lFwdOfficer

Lookup Field

No

(As is)

Analyst to which this call will be assigned

lService

Lookup Field

No

(As is)

Service on the call

lServiceAction

Lookup Field

No

(As is)

Service Action on the call

lServiceBundle

Lookup Field

No

(As is)

Service Bundle on the call

lImpact

Lookup Field

No

(As is)

Call Impact

lPriority

Lookup Field

No

(As is)

Call Priority

lUrgency

Lookup Field

No

(As is)

Call Urgency

lFwdGroup

Lookup Field

No

(As is)

Group to which this call will be assigned

lIPKStatus

Lookup Field

No

(As is)

IPK status applied to the call

lIPKStream

Lookup Field

No

(As is)

IPK stream applied to the call

sActionDescription

String

No

(As is)

Action & Solution history entry

sProblemDescription

String

No

(As is)

Call Description

yPortal

Yes/No

No

(As is)

Display this Action & Solution history entry on Self Service Portal? Values:

  • Y = display this Action & Solution history entry on the Portal

  • N = do not display this Action & Solution history entry on the Portal

lType

Lookup Field

No

Call Issue Type

dActionEnd

Date/Time

No

Now

Action End Date

dActionStart

Date/Time

No

Now

Action Start Date

lActionType

Lookup Field

No

0

Action Type corresponding to the Action & Solution history entry

nEstimatedHours

Integer

No

Uses the difference between the Action Start and Action End

Action & Solution recorded time spent

nEstimatedMins

Integer

No

Uses the difference between the Action Start and Action End

Action & Solution recorded time spent

nExpenses

Integer

No

0

Action & Solution recorded expenditure

bCreateOutage

Boolean

No

False

Create an outage against the specified CMDB item or Service and link it to this call. Values:

dOutageEnd

Date/Time

No

(NULL)

Outage end date; if entered, this date must be in the past.

Outage end date is entered in the logging analyst’s time zone.

dOutageStart

Date/Time

No

Now – if Create Outage was selected

Outage start date.

Outage start date is entered in the logging analyst’s time zone.

lOutageType

Lookup Field

No

Unspecified

Unplanned

Outage Type. This must be an unplanned Outage Type.

sOutageDesc

String

No

“”

Description of the created outage

sOutageItemList

String

No

“”

List of CMDB items or Services linked to the call (or dependent on these CI) against which to create the outage.

These outages will be linked to the call.

lCallStatus

Lookup Field

No

(As is)

Call Status

lPartition

Lookup Field

No

(As is)

Call Partition.

lSecurity

Lookup Field

No

0

Security Profile applied to the Action & Solution history entry.

bSendEmail

Boolean

No

False

Send an email to the assigned analyst/group regarding this call. Values:

  • True = send an email to the assigned analyst/group

  • False = no email is sent

bSendPager

Boolean

No

False

Send a pager message to the assigned analyst/group regarding this call. Values:

  • True = send a pager message to the assigned analyst/group

  • False = no pager message is sent

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallRetrieve Transaction

The CallRetrieve transaction can be used to retrieve an existing call’s details without taking action on it.

Input Parameters: CallRetrieveRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Call to retrieve

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values:CallRetrieveResponse

Argument

Type

Description

Ret

APIReturn

Error/Warning Number

sMessage

String

Error/Warning Message

ResultSet

DataSet

ResultSet containing attribute details

CallForwardInternal Transaction

The CallForwardInternal transaction can be used to forward an existing call internally to an analyst or group.

Input Parameters: CallInternalRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call in which to forward

lFwdOfficer

Lookup Field

No

0

Analyst to which the call will be assigned

lFwdGroup

Lookup Field

No

0

Group to which the call will be assigned

bSendEmail

Boolean

No

False

Send an email to the assigned analyst/group regarding this call. Values:

  • True = send an email to the assigned analyst/group

  • False = no email is sent

bSendPager

Boolean

No

False

Send a pager message to the assigned analyst/group regarding this call. Values:

  • True = send a pager message to the assigned analyst/group

  • False = no pager message is sent

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallForwardExternal Transaction

The CallForwardExternal transaction can be used to forward an existing call externally.

Input Parameters: CallExternalRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call to forward externally

lFwdOfficer

Lookup Field

Yes

0

Analyst to which the call will be assigned. Will forward the call if provided.

lExternalSupplier

Lookup Field

No

0

External supplier to which the call will be assigned.

lContract

Lookup Field

No

0

Contract to apply when forwarded externally

sJobRef

String

No

“”

External Job Reference

yEmailSupplier

Yes/No

No

N

Send an email to the specified External Supplier. Values:

  • Y = send email to assigned external supplier

  • N = do not send email to assigned external supplier

bSendEmail

Boolean

No

False

Send an email to the assigned analyst. Values:

  • Y = send email to assigned analyst

  • N = do not send email to assigned analyst

bSendPager

Boolean

No

False

Send a pager message to the assigned analyst. Values:

  • Y = send pager message to assigned analyst

  • N = do not send pager message to assigned analyst

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallClose Transaction

The CallClose transaction can be used to close an existing call.

Input Parameters: CallCloseRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call to close

lReason

Lookup Field

No

0

Reason for closing the call

lCallStatus

Lookup Field

No

0

Call Status

sOneLiner

String

No

“”

One Line explanation for closing the call

bCloneToKnowledgeBank

Boolean

Mp

False

Whether to create a KB entry based on this call. Values:

  • True = create a KB entry based on this call

  • False = do not create a KB entry based on this call

bEmailCustomer

Boolean

No

False

Whether to send an email to the User informing that this call is closed. Values:

  • True = send email to User

  • False = do not send email to User

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallFindLinkedOutage Transaction

The CallFindLinkedOutages transaction can be used to find outages linked to this call.

Input Parameters: CallFindLinkedOutageRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Call number for which to find linked outages.

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallRetrieveResponse

See CallRetrieveResponse for more information.

CallMessageForum Transaction

The CallMessageForum transaction can be used to send an email to the forum attached to a call.

Input Parameters: CallMessageForumRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call to which an email will be sent to forum members

bForumNotLinked

Boolean

No

F

Whether to email a forum linked to the call (e.g. IPK workflow rules), or to email the forum members attached manually to the call (e.g. via call watch). Values:

  • True = email all forum members

  • False = email only forum members who manually watched the call

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallTimesheetCreate Transaction

The CallTimesheetCreate transaction can be used to add a timesheet entry for a call.

Input Parameters: CallTimesheetCreateRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call to create a timesheet entry

nHistoryOrder

Integer

Ignored

-

History order.

Automatically generated on create transaction.

lTimesheetAction

Lookup Field

No

Timesheet action

sHistoryDesc

String

No

“”

History description

dStartDate

Date/Time

No

Now

History Start Date

dEndDate

Date/Time

No

Now

History End Date

nExpenses

Integer

No

0

Expenses

yPortal

Yes/No

No

False

Make this history entry visible on the Self Service Portal? Values:

  • True = history entry is visible on the Self Service Portal

  • False = history entry not displayed on the Self Service Portal

lSecurityProfile

Lookup Field

No

0

Security Profile to apply to the timesheet entry

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallTimesheetUpdate Transaction

The CallTimeSheetUpdate transaction can be used to update a timesheet entry for a call.

Input Parameters: CallTimesheetUpdateRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”

Name of the ASM System for logging in.

lEntityRef

Lookup Field

Yes

-

Number of the call to create a timesheet entry

nHistoryOrder

Integer

Yes

-

History order to update

lTimesheetAction

Lookup Field

No

(As is)

Timesheet action

sHistoryDesc

String

No

(As is)

History description

dStartDate

Date/Time

No

(As is)

History Start Date

dEndDate

Date/Time

No

(As is)

History End Date

nExpenses

Integer

No

(As is)

Expenses

yPortal

Yes/No

No

(As is)

Make this history entry visible on the Self Service Portal? Values:

  • True = history entry is visible on the Self Service Portal

  • False = history entry not displayed on the Self Service Portal

lSecurityProfile

Lookup Field

No

(As is)

Security Profile to apply to the timesheet entry

aCustomParameters

Array

No

“”

See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.

CallTimesheetDelete Transaction

The CallTimeSheetDelete transaction can be used to delete a timesheet entry for a call.

Input Parameters: CallTimesheetDeleteRequest

Argument

Type

Mandatory

Default

Description

sID

String

No. See Transaction Login.

“”

Analyst’s current Session ID

sLoginUserID

String

No. See Transaction Login.

“”

Analyst’s Login ID

sLoginPassword

String

No. See Transaction Login.

“”

Analyst’s Password

sDatabase

String

No. See Transaction Login.

“”