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The Classic API has been replaced by the Alemba RestFul API.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.	“”	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	Ignored		Timesheet action
sHistoryDesc	String	Ignored	-	History description
dStartDate	Date/Time	Ignored	-	History Start Date
dEndDate	Date/Time	Ignored	-	History End Date
nExpenses	Integer	Ignored	-	Expenses
yPortal	Yes/No	Ignored	-	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	Ignored	-	Security Profile to apply to the timesheet entry
aCustomParameters	Array	No	“”	See Defining Custom Parameters.

Return Values: CallResponse

See CallResponse for more information.