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.
ASM Legacy Product Documentation
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The Classic API has been replaced by the Alemba RestFul API.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.
The CallCreate transaction can be used to log a call. A call template can be specified to log a call.
The CallUpdate transaction can be used to update and defer a call.
CallUpdateRequest
See CallResponse for more information.
The CallRetrieve transaction can be used to retrieve an existing call’s details without taking action on it.
The CallForwardInternal transaction can be used to forward an existing call internally to an analyst or group.
See CallResponse for more information.
The CallForwardExternal transaction can be used to forward an existing call externally.
See CallResponse for more information.
The CallClose transaction can be used to close an existing call.
See CallResponse for more information.
The CallFindLinkedOutages transaction can be used to find outages linked to this call.
See CallRetrieveResponse for more information.
The CallMessageForum transaction can be used to send an email to the forum attached to a call.
See CallResponse for more information.
The CallTimesheetCreate transaction can be used to add a timesheet entry for a call.
See CallResponse for more information.
The CallTimeSheetUpdate transaction can be used to update a timesheet entry for a call.
See CallResponse for more information.
The CallTimeSheetDelete transaction can be used to delete a timesheet entry for a call.
See CallResponse for more information.
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.
Argument
Type
Description
nEntityRef
Integer
New Call Number
sMessage
String
Error/Warning Message
Ret
APIReturn
Error/Warning Number
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.
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.
Argument
Type
Description
Ret
APIReturn
Error/Warning Number
sMessage
String
Error/Warning Message
ResultSet
DataSet
ResultSet containing attribute details
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.
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.
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.
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.
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.
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.
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.
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.