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The Classic API has been replaced by the Alemba RestFul API.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