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The Classic API has been replaced by the Alemba RestFul API.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