The Service Desk WebService does not provide a WSDL file by default, so the web browser does not display a complete list of all Web Service methods at the WS address. To enable the WSDL file, comment out the following section in the web.config file: <remove name="Documentation"/>. For security reasons, we recommend leaving WSDL disabled in a production environment.

Detailed description of methods

General methods

bool AddPersonToGroup(...)

Adds a user to a group.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
personId	int	User ID (tPerson.iPersonId)	Yes
roleId	int	Group ID (tRole.iRoleId)	Yes

bool AssignTicketToSolver(...)

Assign the request to the solver.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the request service's resolution team can run the method.

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes
newPersonId	int	Identification number of the person who is to become the new solver of the request. You cannot enter an empty value, so you cannot return to the main solver.	Yes
personId	int	Identification number of the person who assign the request to the solver. If the operation is run from an external application, this parameter is ignored and the request is assigned under the user who is logged into the web service by default.	Yes
message	string	Message for the request solver in plain text	No
htmlMessage	string	Message for request solver in HTML format	No
sendNotification	bool	Send notification to the solver when a request is assigned	Yes

When the method is called, the following steps are performed:

Change the request solver
- Write to the request log
- Solver change notification
- Custom action
If a state exists on the process with the "Automatically transition to this status when first passed to the solver" option enabled and the request originally met the conditions for automatic transition to this status (see the method GetTicketStateAfterAssignToSolver), the status of the request is changed (see SetTicketState).

Note:

If the request status cannot be changed (e.g. required fields are not filled in), the request status will not change, but the solver will.

Note:

The method does not check if the new solver can be the solver of the request.

This method generates events to the log in the service language. If no notification is set to be sent to the solver, the message for the solver is only written to the log.

GUID BeginUpload(...)

Start uploading the file to the server.

Parameter	Data type	Description	Mandatory
filename	string	File path	No
fileType	string	FileType	None

void CancelUpload(...)

Cancel the upload of a file to the server and delete the temporary file.

Parameter	Data type	Description	Mandatory
sessionId	GUID	The session identifier returned by the BeginUpload function.	Yes

int CreateAct(...)

Creates a new entry in the request log.

Parameter	Data type	Description	Mandatory
ticketId	int	ID of the request for which the record is to be created.	Yes
creatorId	int	ID of the person creating the record	Yes
subject	string	Subject of record	No
message	string	message	No
htmlMessage	string	Message with HTML formatting	No
senderName	string	SenderName	No
fromEmail	string	Email sender - for emails only	No
toEmails	string	Recipients of the message - only for emails	No
ccEmails	string	Recipients of the message in the copy field - only for emails	No
created	datetime	Creation date in UTC - for emails only	Yes
actKindId	int	Type of log entry event, see tActKind. The process (9) and alert (11) event types cannot be used.	Yes
showApplicant	bool	Show event to requester	Yes

int CreateGroup(...)

Creates a new empty user group. The return value is the identification number (tRole.iRoleId) of the new group.

If the operation is run within custom program extensions, it will run without checking permissions.

If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
name	string	Group name	Yes
description	string	Group description	No

int CreatePerson(...)

Creates a new user. The return value is the identification number (tPerson.iPersonId) of the new user.
If the operation is run within the custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
fullName	string	First and last name	Yes
login	string	username	No
email	string	E-mail	No
phone	string	Phone to work	No
personalNumber	string	Personal Number	No

int CreateTicket(...)

Creates a new ticket. The return value is the number (ID) of the new request.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the solution team of at least one service can run the method.

Parameter	Data type	Description	Mandatory
creatorId	int	ID of the person writing the request. If the operation is run from an external application, this parameter is ignored and the request is written under the user who is logged into the web service.	Yes
requesterId	int	requester person ID	Yes
requesterName	string	Requester's name	No
requesterEmail	string	RequesterEmail	No
serviceName	string	The full name of the service to which the request will be based.	Yes
slaName	string	SLAName	No
subject	string	Request name	No
message	string	Request description	No
htmlMessage	string	Request description with HTML formatting	No
fromEmail	string	Email sender - for emails only	No
toEmails	string	Recipients of the message - only for emails	No
ccEmails	string	Recipients of the message in the copy field - only for emails	No
messageCreated	datetime	Request creation date in UTC	Yes
ticketCreated	datetime	Any date - parameter is not used. Requests are always created at the current time of the application server.	Yes
actKindId	int	Type of the boot record event, see tActKind. The process (9) and alert (11) event types cannot be used.	Yes
requestedForPersonId	int?	ID of the person for whom the request is being made. If the value is 0 or null, the value of the requester is supplied.	None

int CreateTicketRelation(...)

Creates a link between requests. The return value is the number (ID) of the link between requests.
If the operation is run within an custom program extensions, it will run without checking permissions.
If the operation is run from an external application, the method can only be run by a user who is a member of the service resolution team for at least one of the beginTicketId and endTicketId requests and also has permission to read both requests.

Parameter	Data type	Description	Mandatory
beginTicketId	int	Baseline request ID (in terms of link)	Yes
endTicketId	int	End-Ticket ID (in terms of link)	Yes
ticketRelationTypeId	int	Type of relationship: 1 - Related to 2 - Is subordinate to 3 - Follows 4 - Is blocked 5 - Duplicates Alternatively, the ID of the custom link type.	Yes
personId	int	Identification number of the person adding the link. If 0 is specified, the action is performed by -system. If the operation is run from an external application, this parameter is ignored and the link is created by the user who is logged into the web service by default.	No

void DeleteGroup(...)

Deletes the group permanently.

If the operation is run within custom program extensions, it will run without checking permissions.

If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
roleId	int	Group ID (tRole.iRoleId). System groups and those used in the approval-scheme settings, SLA-notice, SAM - alerting or web-based document signing, can't be removed.	Yes

void EndUpload(...)

End the upload of the file to the server and save it to the database to the corresponding record.

Parameter	Data type	Description	Mandatory
sessionId	GUID	The session identifier returned by the BeginUpload function.	Yes
partsCount	int	Total number of parts in the file	Yes
actId	int	ID of the ServiceDesk log entry to which the file is to be attached as an attachment.	Yes
contentId	string	ID of the attachment embedded directly in the body of the email message	No

int FindPerson(...)

Returns the ID of the first person found (or 0 if no one was found) according to the given parameters. At least one of the parameters must be specified. Deleted users and users with the hide property in menus are excluded from the search.

Parameter	Data type	Description	Mandatory
name	string	Person's first and last name	Yes (if no e-mail is filled in)
email	string	Person's email	Yes (if no name is filled in)

AzureApplicationOptions GetAzureApplicationOptions()

Returns the application configuration for Azure Active Directory authentication. If this authentication method is not enabled, the individual return value entries contain an empty string.

The AzureApplicationOptions return type contains the following entries:

string ApplicationId
string TenantId

GroupInfo[] GetGroupList()

Returns a list of groups of registered users.

If the operation is run within custom program extensions, it will run without checking permissions.

If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

The GroupInfo return type contains the following items:

int Id
string Name
string Description

string[] GetHdSectionsList()

Returns a list of active (undeleted) services (and folders). The data is encoded in the list in ordered fives:
1. service ID
2. Service name
3. Location in the service tree
4. Service description - it is encoded as Uri.EscapeDataString
5. This is the [0|1] folder

Parameter	Data type	Description	Mandatory
personId	int	Person Identification Number	Yes

DateTime GetLastSectionChange()

Get the date and time of the last service modification.

string[] GetPersonCommunicationTickets(...)

Displays a list of requests whose logs the person last made changes to (Person's last communication).

Parameter	Data type	Description	Mandatory
personId	int	Identification number of the user whose communication you want to view.	Yes
ticketsCount	int	The number of requests (in which the user last communicated), that you want to display.	Yes

int[] GetPersonGroupList(...)

Returns a list of group ids (tRole.iRoleId) of which the given personId is a member.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
personId	int	Person ID (tPerson.iPersonId)	Yes

object[][] GetPersonList(...)

Returns the information in the required columns columns about all persons matching the condition in the filterCondition parameter. The method does not return removed persons.
The first index in the return type specifies the record (person), the second index specifies the data column (the column index corresponds to the column order in the columns parameter).
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
columns	string	The names of the required columns separated by commas. All columns from the tPerson and tPersonCust, which can be read using the ReadColumn method. Example:"iPersonId, sPersonLogin"	Yes
filterCondition	string	Where clause for SQL query. Example: "sPersonEmail is not null and sPerson is not null"	No
sorting	string	Order by clause for Sql query. Example: "withPerson ASC"	No

string GetServiceDeskPortalUrl()

Returns the URL of the Service Desk web application.

bool GetTicketByMessageTag(...)

Query for the existence of a request with the specified tag.

Parameter	Data type	Description	Mandatory
text	string	Request label	No

ActInfo[] GetTicketActList(...)

Returns a list of events from the ticketId request log.

The ActInfo return type contains the items:

string ActKind - event type
datetime Created - the date the event was created in UTC format
string Subject - the subject of the event
string PlainText - event content in plaintext
string HtmlText - event content in HTML text
string From - name and email of the event sender
string To - names and emails of event recipients separated by semicolon
string Cc - names and emails of recipients in the copy separated by semicolon
double WorkHours - reported work time in hours
double TravelHours - reported travel time in hours
double TravelKm - reported travel in kilometres

In the resulting field, the records are sorted chronologically (index 0 contains the oldest record).

If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a user who has permission to read the request can run the method.

Parameter	Data type	Description	Mandatory
ticketId	Int	Request number (tHdTicket.iHdTicketId)	Yes
displayMode	Int	Request log display mode. 0 - Detailed log 1 - Communication	Yes
localeId	Int	Call the method with a value of 0 in this parameter. This parameter is reserved for future use. This method always returns values in Alvao system language.	Yes

object[][] GetTicketList(...)

Returns a two-dimensional array where the first dimension represents the individual requests and the second dimension represents the request columns defined by the columns parameter.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only requests that the user has read permissions will be displayed.

Parameter	Data type	Description	Mandatory
columns	string	Names of the columns from the tHdTicket and tHdTicketCust tables whose values the method should return. Separate the names of each column with a comma. In addition to the columns from the database tables, the following virtual columns representing foreign key values in the tHdTicket table are available: SolverName - the name of the solver of the request SolverEmail - email of the request solver TicketPriority - request priority SectionName - the name of the service in which the request is located RoomName - room SlaName - the name of the SLA FirstActText - original request text Example: "sHdTicket, SolverName"	Yes
filterCondition	string	Where clause for SQL query. Example: "SolverName is not null"	Not
sorting	string	Order by clause for Sql query. Example:"dHdTicket ASC"	No
localeId	int	Call the method with a value of 0 in this parameter. This parameter is reserved for future use. The method always returns values in Alvao system language.	Yes
maxRecords	int	Maximum number of records returned. We recommend limiting the number of returned records to a reasonable value based on application usage.	Yes

int GetTicketStateAfterAssignToSolver(...)

Returns the ID of the new status if a status change is to occur after the request is passed. If not, it will return 0.

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes

When the method is called, the following steps are performed:

1. Checking whether this is the first handoff to the solver and whether there is a status on the process with the "Automatically transition to this status" option enabled on the first handoff to the solver.
- If yes, the ID of the new status is returned.
- If no, returns 0.

string GetWebServiceVersion()

Returns the current version of the web service.

bool HasPersonSlaInSection(...)

Checks if the user has any SLAs in the service.

Parameter	Data type	Description	Mandatory
personId	int	Person Identification Number	Yes
sectionId	int	Service Identification Number	Yes

bool IsActivated(...)

Returns information about whether the specified module is activated.

Parameter	Data type	Description	Mandatory
moduleId	int	Identification number of the module you want to authenticate.	Yes

bool IsConnectedToDb(...)

Returns information about whether the web service is connected to the specified database.

Parameter	Data type	Description	Mandatory
serverName	string	ServerName	Yes
dbName	string	DatabaseName	Yes

bool IsExistingTicket(...)

Query for the existence of a request.

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes

The method returns true if the ticketId request exists and the calling user has the right to read it. Otherwise, the method returns false.
When called within custom program extensions, the permissions of the calling user are not checked.

bool IsPersonMemberOfGroup(...)

Returns information whether the user is a member of a particular group. If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
personId	int	User ID (tPerson.iPersonId)	Yes
roleId	int	Group ID (tRole.iRoleId)	Yes

void LogAuditRecord(...)

Logs the audit report.

Parameter	Data type	Description	Mandatory
MessageType	int	The type of logged event. Allowed values: 1 - Create user 2 - Delete user 3 - Edit user properties 4 - User login 5 - Logging out a user 6 - Unsuccessful user login attempt 7 - Adding permissions to a service 8 - Change service permissions 9 - Removing service permissions 10 - Adding an SLA to a service 11 - Changing the SLA of a service 12 - Removing an SLA from a service 13 - Create a new permission in object security 14 - Modify an existing object security permission 15 - Delete an existing object security permission 16 - Change object security properties 17 - Create permission in object security 18 - Delete permission in object property security 19 - Adding a new member to a group 20 - Remove an existing member from a group 21 - Importing services from a file 22 - Create a new software license permission 23 - Edit an existing software license permission 24 - Delete an existing software license permission 25 - User submitted incorrect password when signing a document 26 - Create a new permission on a document folder 27 - Edit an existing permission on a document folder 28 - Delete an existing document folder permission	Yes
Properties	NameValuePair[]	List of name-value pairs. These are the items logged with the message	Yes

WS always adds the pair to the end of the Properties list:
WS client address: <IP address>.

string ReadColumn(...)

Returns the value of a table column.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only the user who has the right to view the request can read the request data, only the user who has any role in the service can read the service data, and only a member of the "Administrators" system group can read the user or group data.

Parameter	Data type	Description	Mandatory
recordId	int	Record ID of the record in the tables tHdTicket, tHdSection, tPerson or tRole.	Yes
table	string	The name of the table from which to read the information. Supported values are: tHdTicket, tHdTicketCust, TicketForeignKeyInfo, tHdSection, tPerson, tPersonCust, tRole and PersonForeignKeyInfo.	Yes
column	string	Name of the table column. You can read values from all columns of the tHdTicket, tHdTicketCust, tPersonCust and tRole. From the table tHdSection you can read the values of all columns except those related to the settings of the loaded mailboxes. From the table tPerson can read the values of all columns except sPersonPswd, PersonPortrait, PersonPortraitHash, WebAppLoginGUID. In the case of reading data from TicketForeignKeyInfo, it is possible to read the values of the following columns: SolverName - name of the request solver SolverEmail - email of the request solver TicketPriority - request priority SectionName - the name of the service in which the request is located RoomName - room SLAname - the name of the SLA FirstActText - original request text StateName - state name In the case of reading data from PersonForeignKeyInfo, it is possible to read the values of the following columns: AccountName - user's organization name ManagerName - the name of the user's supervisor DelegateName - user's delegate name For more information about columns (including data types), see the Alvao database documentation.	Yes

Parameter

Data type

Description

Mandatory

recordId

int

Record ID of the record in the tables tHdTicket, tHdSection, tPerson or tRole.

Yes

table

string

The name of the table from which to read the information. Supported values are: tHdTicket, tHdTicketCust, TicketForeignKeyInfo, tHdSection, tPerson, tPersonCust, tRole and PersonForeignKeyInfo.

Yes

column

string

Name of the table column.
You can read values from all columns of the tHdTicket, tHdTicketCust, tPersonCust and tRole.
From the table tHdSection you can read the values of all columns except those related to the settings of the loaded mailboxes.
From the table tPerson can read the values of all columns except sPersonPswd, PersonPortrait, PersonPortraitHash, WebAppLoginGUID.

In the case of reading data from TicketForeignKeyInfo, it is possible to read the values of the following columns:

SolverName - name of the request solver
SolverEmail - email of the request solver
TicketPriority - request priority
SectionName - the name of the service in which the request is located
RoomName - room
SLAname - the name of the SLA
FirstActText - original request text
StateName - state name

In the case of reading data from PersonForeignKeyInfo, it is possible to read the values of the following columns:

AccountName - user's organization name
ManagerName - the name of the user's supervisor
DelegateName - user's delegate name

For more information about columns (including data types), see the Alvao database documentation.

Yes

bool RemovePersonFromGroup(...)

Removes a user from a specific group.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the "Administrators" system group can run the method.

Parameter	Data type	Description	Mandatory
personId	int	User ID (tPerson.iPersonId)	Yes
roleId	int	Group ID (tRole.iRoleId)	Yes

void ResolveTicket(...)

Resolves the request. If the request cannot be resolved, the operation will exit with an exception.
If the operation is run within custom program extensions, it will execute under the user "-system" without checking permissions.
If the operation is run from an external application, it is executed under a user that is logged into the web service by default. The method can only be run by a user who has the rights of the main solver or manager of the request service, or is the current solver of the request.

;

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes
message	string	Message to Requester	No

void SendNews(...)

Sends the current message to the configured recipients.

Parameter	Data type	Description	Mandatory
newsId	int	Identification number of the message to be sent.	Yes
sendToRequesters	bool	Send message to requesters of assigned services	Yes
sendToSectionTeam	bool	Send a message to the members of the solution team of the assigned services	Yes
specificRecipients	string	Specific recipients of the message. If the message has no specific recipients, enter an empty string or null.	Yes

void SetTicketState(...)

Changes the status of the request.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, only a member of the request service resolution team can run the method.

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes
personId	int	Identification number of the person changing the request status. If 0 is specified, the action is performed by -system. If the operation is run from an external application, this parameter is ignored and the request status is changed under the user who is logged into the web service by default.	No
newStateId	int	New request status ID	Yes

When the method is called, the following steps are performed:

Check the required items for the status.
- Changing the request status
- Request log entry
- Custom action, if any
- Possible initiation of approval

This method generates log events in the service language.

void UploadDataPart(...)

Upload a part of the file to the server.

Parameter	Data type	Description	Mandatory
sessionId	GUID	The session identifier returned by the BeginUpload function.	Yes
partSequenceNumber	int	Part Sequence Number	Yes
data	byte[]	Binary file data	Yes
dataLen	int	Size of the read part of the file in bytes	Yes

void WriteColumn(...)

Writes a value to a table column.
If the operation is run within custom program extensions, it will run without checking permissions.
If the operation is run from an external application, it is executed under a user who is logged into the web service by default. Only a user who is a member of the request service resolution team can execute the method over requests. Only a user who is a member of the system group "Administrators" can execute the method over users and groups.

Parameter	Data type	Description	Mandatory
recordId	int	Record ID (tHdTicket or tPerson)	Yes
table	string	Name of the table to write to. Supported values are: tHdTicket, tHdTicketCust, tPerson, tPersonCust tRole.	Yes
column	string	Name of the table column. Can write to all columns from the table tHdTicketCust and tPersonCust. In the table tHdTicket you can write values to the following columns: mHdTicketNotice mHdTicketGroup sHdTicketDeviceCode sHdTicketUserPhone mHdTicketUserContact sHdTicketUserMobile sHdTicketUserOffice sHdTicketUserDepartment sHdTicketUserWorkPosition sHdTicketUserCompany In the table tPerson you can write values to the following columns: sPerson sPersonLogin sPersonAdGuid sPersonEmail sPersonPhone sPersonMobile sPersonOffice sPersonDepartment sPersonWorkPosition bHidden sPersonPswd bPersonShared bPersonAccountDisabled mPersonContact sPersonCalendarWebDAVUri sPersonUrgentEmail dPersonRemoved sPersonCountry withPersonCountryAbbr iPersonCountryCode sPersonCity sPersonAdPath dPersonAdCreated sPersonSID liPersonManagerPersonId sPersonPersonalNumber liPersonDelegatePersonId OutOfOfficeSince iPersonLocaleId sPersonAdName liAccountId sFirstName sLastName sAdDisplayName TimeZone Email2 Phone2 OutOfOfficeUntil ImportAdLastFound SamAccountName In the table tRole you can write values to the following columns: sRole sRoleAdGuid dRoleCreated sDesc AdDistributionGroup AdPath DistributionEmail LastImport AdCreated For more information about columns (including data types), see Alvao database documentation.	Yes
value	string	Value inserted into column	Yes

Announcements

void NotifyOnChildOrBlocksResolvedTicket(...)

Sends a notification to the solver (or the service master solvers if the request does not have an assigned solver) and also to the watchers of the parent/blocked request that the child/blocked request has been resolved. The tag and request name of the downstream/blocking request and information about the remaining number of downstream/blocking requests that are preventing the resolution of the upstream/blocking request are included in the message body.

Parameter	Data type	Description	Mandatory
resolvedTicketId	int	Number of the resolved request.	Yes

void NotifyOnHdTicketAccepted(...)

Sends a notification informing that the request has been approved.

Parameter	Data type	Description	Mandatory
ticketApprovalItemId	int	The number of the approval step that was approved (tHdTicketApprovalItem.iHdTicketApprovalItemId).	Yes

void NotifyOnHdTicketApprovalCanceled(...)

Sends a notification informing that the request approval has been cancelled.

Parameter	Data type	Description	Mandatory
ticketId	int	Request number	Yes

void NotifyOnHdTicketApprovalItem(...)

Sends a notification telling the person to approve the request.

Parameter	Data type	Description	Mandatory
ticketApprovalItemId	int	Approval step number (tHdTicketApprovalItem.iHdTicketApprovalItemId)	Yes
personId	int	Person identifier (tPerson)	Yes

void NotifyOnHdTicketApprovalItemFinished(...)

Sends a notification to the approvers when the approval step is complete.

Parameter	Data type	Description	Mandatory
ticketApprovalItemId	int	Approval step number (tHdTicketApprovalItem.iHdTicketApprovalItemId)	Yes

void NotifyOnHdTicketCreated(...)

Sends a notification to the solvers (and possibly the requester) of the request, informing them that the request has been created.

Parameter	Data type	Description	Mandatory
actId	int	First request event	Yes
notifyUser	bool	Send notification to requester	Yes

void NotifyOnHdTicketDeadlineChanged(...)

Sends a notification to the Requester of the request, informing them that the request has been set to / date has been set / changed / cancelled.

Parameter	Data type	Description	Mandatory
actId	int	Date change event number	Yes
oldDeadline	datetime	Original date of the request, if the date value is less than 1.1.0001, the original date was empty - so this is the setting of a new date.	Yes
newDeadline	datetime	New request date, if the date value is less than 1.1.0001, the date will be cancelled.	Yes
message	string	Message - reason for change of deadline	No
htmlMessage	string	Message in HTML - reason for changing the term	No

void NotifyOnHdTicketExpired(...)

Sends a notification informing that the request approval has expired.

Parameter	Data type	Description	Mandatory
ticketId	int	Request number	Yes

void NotifyOnHdTicketHdSectionChanged(...)

Sends the Requester to the request solver with information that the request has been moved to another service.

Parameter	Data type	Description	Mandatory
actId	int	Move to another service event number	Yes
oldHdSectionId	int	The identifier of the original service, the service must exist.	Yes
newHdSectionId	int	New service identifier, the service must exist.	Yes
message	string	Message to solvers	No
htmlMessage	string	Message to solvers in HTML	No

void NotifyOnHdTicketPassed(...)

Sends a notification informing that the request has been passed to (another) solver. The notification is sent to the original solver and the new solver.

Parameter	Data type	Description	Mandatory
actId	int	Solver handover event number	Yes
oldSolverPersonId	int	Person identifier of the original solver, if 0, the request had no solver.	Yes
newSolverPersonId	int	New solver's person identifier, if 0, the request was returned to the master solver.	Yes
message	string	Message to solvers	No
htmlMessage	string	Message to solvers in HTML	No

void NotifyOnHdTicketRejected(...)

Sends a notification informing that the request was rejected.

Parameter	Data type	Description	Mandatory
ticketApprovalItemId	int	The number of the approval step that was rejected (tHdTicketApprovalItem.iHdTicketApprovalItemId).	Yes

void NotifyOnHdTicketResolved(...)

Sends a notification to the Requester of the request, informing them that the request has been resolved.

Parameter	Data type	Description	Mandatory
actId	int	The number of the event that resolved the request.	Yes
message	string	Message to requester	No
htmlMessage	string	Message to requester in HTML	No

void NotifyOnHdTicketSolverOpen(...)

Sends a notification to the Requester of the request, informing them that the solver has reopened the request.

Parameter	Data type	Description	Mandatory
actId	int	Request open event number	Yes
message	string	Message - reason for opening the request	No
htmlMessage	string	Message in HTML - reason for opening the request	No

void NotifyOnHdTicketUserOpen(...)

Sends a notification to the solver of the request informing them that the requester has reopened the request.

Parameter	Data type	Description	Mandatory
actId	int	Request open event number	Yes
message	string	Message - reason for opening the request	No
htmlMessage	string	Message in HTML - reason for opening the request	No
sendToSubscribers	bool	Send message to request subscribers	No

void NotifyOnMessageSent(...)

Sends a notification to the solvers/subscribers informing them that a new message has been received for the request.

Parameter	Data type	Description	Mandatory
actId	int	Message event ID	Yes
sendNewMessageNotification	int	The value determines to whom the message is sent: -1 - the notification is sent only to the Requester. -2 - forces the notification to be sent to the solvers (main solvers). -0 - standard notification of a new report is sent.	Yes

void NotifyOnReplyReceived(...)

Sends a notification to the user when a response is received to a message the user previously sent from SD.

Parameter	Data type	Description	Mandatory
originalActId	int	Original message sent from SD (tAct.iActId)	Yes
replyActId	int	Reply to the original message (tAct.iActId)	Yes

void NotifySubscribersOnHdTicketDeadlineChanged(...)

Sends a notification to subscribers informing them that a deadline has been set/changed/cancelled on a request.

Parameter	Data type	Description	Mandatory
actId	int	Date change event number	Yes
newDeadline	datetime	New request date, if the date value is less than 1.1.0001, the date will be cancelled.	Yes
message	string	Message - reason for change of deadline	No
htmlMessage	string	Message in HTML - Reason for term change	No

void NotifySubscribersOnHdTicketOpen(...)

Sends a notification to subscribers informing them that the request has been reopened.

Parameter	Data type	Description	Mandatory
actId	int	Request open event number	Yes
message	string	Message - reason for opening the request	No
htmlMessage	string	Message in HTML - reason for opening the request	No

void NotifySubscribersOnHdTicketResolved(...)

Sends a notification to subscribers informing them that the request has been resolved.

Parameter	Data type	Description	Mandatory
actId	int	The number of the event that resolved the request.	Yes
message	string	Message to requester	No
htmlMessage	string	Message to requester in HTML	No

void NotifySubscribersOnMessageSent(...)

Sends a notification to subscribers informing them that a new request message has been received.

Parameter	Data type	Description	Mandatory
actId	int	Message event number	Yes

void NotifyUserOnMessageRejected(...)

Sends a notification to the requester informing them that the request was denied because they are not authorized to use the service.

Parameter	Data type	Description	Mandatory
hdSectionId	int	Service Identifier	Yes
fromName	string	Message sender's first and last name	No
fromEmail	string	Email of the sender of the message	No
emailTo	string	Email of the message recipient (original sender of the message)	No
mailSent	string	Original message date	No
mailMessageId	string	Message identifier	No
mailSubject	string	Subject of original message	No
mailBody	string	Original message text	No

void NotifyUserOnOpenRejected(...)

Sends a notification to the requester informing them that the reopen request was denied.

Parameter	Data type	Description	Mandatory
ticketId	int	Request ID	Yes
hdSectionId	int	Service Identifier	Yes
fromName	string	Message sender's first and last name	No
fromEmail	string	Email of the sender of the message	Yes
emailTo	string	Email of the message recipient (original sender of the message)	No
mailCc	string	CC (CarbonCopy, copy) of the original message	No
mailSent	string	Original message date	No
mailMessageId	string	Message identifier	No
mailSubject	string	Subject of original message	No
mailBody	string	Original message text	No
ticketMark	string	The mark of a request that was created if the requester attempted to reopen the request after the time limit expired.	No

Automatic alerts

void SendCheckSettingsAlert(...)

Sends an email alert to system administrators that deficiencies in system settings have been detected.

void SendNonSummaryAlert(...)

Sends immediately all notifications (on non-resolution, on deadline) for the specified request.

Parameter	Data type	Description	Mandatory
nAlertId	int	Number of the rule to send the notification, which is set to SLA.	Yes

void SendSummaryAlert(...)

Sends a summary alert (on pending, on deadline) for the specified request, but only if they are to be sent at the current hour.

Parameter	Data type	Description	Mandatory
nAlertId	int	The number of the notification sending rule that is set to SLA.	Yes

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