Returns the ID of the first person found (or 0 if no person has been found) based on the specified parameters. At least one parameter has to be specified. Deleted users and users with the Hide in menus property are excluded from the search.

Parameter	Data Type	Description	Required
nname	string	First and last name of a person.	Yes (in no e-mail is filled in)
email	string	Person's email address.	Yes (in no name is filled in)

void ResolveTicket(...)

Resolves a request. The operation will be performed under the "_system" account. If the request cannot be resolved, the operation will result in an exception.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
message	string	A message to the requester./td>	NNo

string ReadColumn(...)

Returns a value from a table column.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
table name	string	Name of the table to read data from. Supported values: tHdTicket, tHdTicketCust, TicketForeignKeyInfo.	Yes
column name	string	Name of a column in a table. In the case of TicketForeignKeyInfo, the following columns are supported: - SolverName = name of the request solver - SolverEmail = email address of the request solver - TicketPriority = request priority - SectionName = name of service where the request is located - RoomName = room - SLAname = SLA name - FirstActText = initial request text	Yes

void WriteColumn(...)

Writes a value to a table column.

Note:

You can write into all the columns in the tHdTicketCust table and to the following columns of the tHdTicket table:
mHdTicketNotice, sHdTicketCategory, sHdTicketGroup, sHdTicketHdBranch, sHdTicketDeviceCode, sHdTicketUserPhon, mHdTicketUserContact, sHdTicketUserMobile, sHdTicketUserOffice, sHdTicketUserDepartment, sHdTicketUserWorkPosition, and sHdTicketUserCompany

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
table name	string	Name of the table to read data from. Supported values: tHdTicket, tHdTicketCust.	Yes
column name	string	Name of a column in a table.	Yes
value	string	Value inserted in a column.	Yes

int CreateTicket(...)

Creates a new request. The return value is the number (ID) of the new request.

Parameter	Data Type	Description	Required
Person ID	int	ID of the person creating a request.	Yes
Person ID	int	Requester's personal ID.	Yes
name	string	First and last name of the requester.	No
email	string	Requester email.	No
service	string	Full name of the service where the request will be located.	No
SLA	string	SLA name.	No
request name	string	Request name.	No
description	string	Request description.	No
HTML description	string	Request description with HTML formatting.	No
from	string	Sender email – for emails only.	No
to	string	Message recipients – for emails only.	No
copy	string	Email recipients in the Copy field – for emails only.	No
creating event creation date	datetime	Event creation date in UTC – for e-mails only.	Yes
request creation date	datetime	Request creation date in UTC. If not specified, the creating event creation date will be used.	No
Record kind ID	string	Event type for the source record.	Yes

int CreateAct(...)

Creates a new record in the request log.

Parameter	Data Type	Description	Required
Request ID	int	Request ID for which the record will be created.	Yes
Person ID	int	ID of the person creating the record.	Yes
subject	string	Record subject.	No
message	string	Message.	No
HTML message	string	Message with HTML formatting.	No
sender name	string	Sender name.	No
sender email	string	Sender email – for emails only.	No
to	string	Message recipients – for emails only.	No
copy	string	Email recipients in the Copy field – for emails only.	No
date created	datetime	Creation date of the record in UTC – for emails only.	Yes
Record kind ID	int	Event type for the record in the log.	Yes
show to requester	bool	Display the event to the requester.	Yes

GUID BeginUpload(...)

Start uploading a file to the server.

Parameter	Data Type	Description	Required
file	string	File path.	No
type	string	File type.	No

void UploadDataPart(...)

Uploading a file part to the server.

Parameter	Data Type	Description	Required
ID session	GUID	Session identifier returned by the BeginUpload function.	Yes
sequence number	int	Sequence number of a file part.	Yes
data	byte[]	Binary file data.	Yes
size	int	Size in Bytes of the file being uploaded.	Yes

void EndUpload(...)

Finishing file upload to the server and saving the file to the database to the respective record.

Parameter	Data Type	Description	Required
ID session	GUID	Session identifier returned by the BeginUpload function.	Yes
number of parts	int	Total number of file parts.	Yes
Record ID	int	Record ID in the ServiceDesk log to which the file should be attached.	Yes
Attachment ID	string	ID of an attachment attached to the email body. Optional.	No

void CancelUpload(...)

Canceling the file upload and deleting the temporary file.

Parameter	Data Type	Description	Required
ID session	GUID	Session identifier returned by the BeginUpload function.	Yes

DateTime GetLastSectionChange()

Gets the date and time of the last service editing operation.

string[] GetHdSectionsList()

Returns a list of active (not deleted) services (and folders). The data are coded in the list by groups of five:
1. Service ID
2. Service name
3. Location in the service tree
4. Service description – coded as Uri.EscapeDataString
5. This is a folder [0|1]

bool AssignTicketToSolver(...)

Assigns the request to a solver.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
ID of the new solver	int	Identification number of the person who will become the new request solver. It is not possible to enter an empty value, which means that the request cannot be returned to operator.	Yes
ID of the person handing over	int	Identification number of the person who will assign the request to a solver.	No
Message for solver	string	A message for the request solver in plain text.	No
Message for solver (HTML)	string	A message for the request solver in HTML format.	No
Send a notification to the solver	bool	Send a notification of request assignment to the solver?	Yes

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

Change of request solver
- Entry in request log
- Notification of solver change
- Custom action as necessary
If there is a status on the process with "Switch to this status automatically following the first assignment to solver" enabled and the request originally met the condition for automatic transition to this status (see the GetTicketStateAfterAssignToSolver method), the request status will change (see SetTicketState).

Note:

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

Note:

The method does not check whether or not the new solver can be the solver for the request.

The method generates events in the log in the language of the service. If sending notifications to solver is not set, the messages for the solver will only be recorded in the log.

string[] GetPersonCommunicationTickets(...)

Displays the overview of requests which logs the person performed the last changes to (last communication of the person).

Parameter	Data Type	Description	Required
User ID	int	Identification number of the user whose communication you want to display.	Yes
Number of requests	int	Number of requests (in which the user last communicated) you want to display.	Yes

void SetTicketState(...)

Changes the request status.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
Person ID	int	Identification number of the person changing the request status. If not specified, the action will be executed by _system.	No
New request status ID	int	Identification number of the new request status.	Yes

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

Checking required items for the status.
- Request status change
- Entry in request log.
- Custom action as necessary.
- Starting the approval process as necessary

The method generates events in the log in the language of the service.

int GetTicketStateAfterAssignToSolver(...)

If the status should change after the request is assigned, it returns the ID of the new status. If not, it returns 0.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes

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

1. Checking whether this is the first assignment to solver and whether a status with "Switch to this status automatically following the first assignment to solver" enabled exists on the process.
- If yes, it returns the ID of the new status.
- If not, it returns 0.

Notifications

void NotifyOnHdTicketAccepted(...)

Sends a notification informing the requester that the request has been approved.

Parameter	Data Type	Description	Required
Request ID	int	Request number.	Yes
message	string	Message for requester.	No

void NotifyOnHdTicketCreated(...)

Sends a notification to operators and solvers (possibly also to requester) that a request has been accepted.

Parameter	Data Type	Description	Required
Event ID	int	First request event.	Yes
send to requester	bool	Send a notification to the requester.	Yes

void NotifyOnHdTicketRejected(...)

Sends a notification informing the requester that the request has been rejected.

Parameter	Data Type	Description	Required
Request ID	int	Request number.	Yes
message	string	Message for requester.	No

void NotifyOnHdTicketExpired(...)

Sends a notification that the approval process for the request has expired.

Parameter	Data Type	Description	Required
Request ID	int	Request number.	Yes

void NotifyOnHdTicketApprovalCanceled(...)

Sends a notification that the approval process for the request has been canceled.

Parameter	Data Type	Description	Required
Request ID	int	Request number.	Yes

void NotifyOnHdTicketApprovalItem(...)

Sends a notification that a person needs to approve a request.

Parameter	Data Type	Description	Required
Approval item ID	int	Approval item number.	Yes
Person ID	int	Person identifier (tPerson).	Yes

void NotifyOnHdTicketResolved(...)

Sends a notification informing the requester that the request has been resolved.

Parameter	Data Type	Description	Required
Closing event ID	int	Number of event that has resolved a request.	Yes
message	string	Message for requester.	No

void NotifySubscribersOnHdTicketResolved(...)

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

Parameter	Data Type	Description	Required
Closing event ID	int	Number of event that has resolved a request.	Yes
message	string	Message for requester.	No

void NotifyOnMessageSent(...)

Sends a notification to requesters/notification subscribers that a new message has been received regarding a request.

Parameter	Data Type	Description	Required
Event ID	int	Message event identification number.	Yes
message	int	The value determines whom the message will be send: -1 – notification will be send only to requester. -2 – forces notification send to solvers (operators). -0 – sends standard notification on a new message.	Yes

void NotifySubscribersOnMessageSent(...)

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

Parameter	Data Type	Description	Required
Event ID	int	Message event number.	Yes

void NotifyOnHdTicketPassed(...)

Sends a notification that the request has been passed on to (a different) solver. The notification is sent both to the original and to the new solver (possibly to operators).

Parameter	Data Type	Description	Required
Event ID	int	Assigned-to-solver event number.	Yes
ID of the original solver	int	Identifier of the original solver; if the value is 0, the request did not have a solver assigned.	Yes
ID of the new solver	int	Identifier of the new solver; if the value is 0, the request was returned to the operators.	Yes
message	string	Message to solvers/operators.	No

void NotifyOnHdTicketHdSectionChanged(...)

Sends a notification informing the requester that the request has been moved to a different service.

Parameter	Data Type	Description	Required
Event ID	int	Move-to-different-service event number.	Yes
ID of the original service	int	Identifier of the original service; the service has to exist.	Yes
ID of the new service	int	Identifier of the new service; the service has to exist.	Yes
message	string	Message to solvers/operators.	No

void NotifyOnHdTicketDeadlineChanged(...)

Sends a notification to the requester that a due date has been set/changed/canceled for his/her request.

Parameter	Data Type	Description	Required
Event ID	int	Change due date event number.	Yes
original due date	datetime	Original due date of the request; if the date value is less than 1/1/0001, the original due date was empty, which means that in this case you are working with a new due date.	Yes
new due date	datetime	New due date of the request; if the date value is less than 1/1/0001, the due date will be canceled.	Yes
reason	string	Message – reason for due date change.	No

void NotifySubscribersOnHdTicketDeadlineChanged(...)

Sends a notification to the notification subscribers that a due date has been set/changed/canceled for their request.

Parameter	Data Type	Description	Required
Event ID	int	Change due date event number.	Yes
new due date	datetime	New due date for a request; if the date value is less than 1/1/0001, the due date will be canceled.	Yes
reason	string	Message – reason for due date change.	No

void NotifyOnHdTicketUserOpen(...)

Sends a notification to the request solver that the requester has reopened his/her request.

Parameter	Data Type	Description	Required
Event ID	int	Request-open event number.	Yes
reason	string	Message – reason for opening the request.	No

void NotifyOnHdTicketSolverOpen(...)

Sends a notification to the requester that the solver has reopened his/her request.

Parameter	Data Type	Description	Required
Event ID	int	Request-open event number.	Yes
reason	string	Message – reason for opening the request.	No

void NotifySubscribersOnHdTicketOpen(...)

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

Parameter	Data Type	Description	Required
Event ID	int	Request-open event number.	Yes
message	string	Message – reason for opening the request.	No

void NotifyUserOnMessageRejected(...)

Sends a notification to the requester that his/her request has been rejected because the requester does not have the permission to use the service.

Parameter	Data Type	Description	Required
Service ID	int	Service identifier.	Yes
sender name	string	Name and surname of the message sender.	No
sender email	string	Message sender email address.	No
recipient email	string	Recipient email address (original message sender).	No
date	string	Date of the original message.	No
Message ID	string	Message identifier.	No
subject	string	Subject of the original message.	No
text	string	Body of the original message.	No

void NotifyUserOnOpenRejected(...)

Sends a notification to the requester that the reopening his/her request has been rejected.

Parameter	Data Type	Description	Required
Request ID	int	The request identification number.	Yes
Service ID	int	Service identifier.	Yes
sender name	string	Name and surname of the message sender.	No
sender email	string	Message sender email address.	Yes
recipient email	string	Recipient email address (original message sender).	No
Recipient CC	string	CC (CarbonCopy) of the original message.	No
date	string	Date of the original message.	No
Message ID	string	Message identifier.	No
subject	string	Subject of the original message.	No
text	string	Body of the original message.	No
Request tag	string	Tag for the request created when the requester tried to reopen the request after due date.	No

Automatic alerts

void SendNonSummaryAlert(...)

Sends all notifications immediately (requests not being resolved, due date) related to entered request.

Parameter	Data Type	Description	Required
Rule ID	int	Number of the rule for sending notifications, set in SLA.	Yes

void SendSummaryAlert(...)

Sends summary notification (requests not being resolved, due date), but only if it is set to be sent at the current hour.

Parameter	Data Type	Description	Required
Rule ID	int	Number of the rule for sending notifications, set in SLA.	Yes

Other methods

bool IsActivated(...)

Returns information whether the entered module is activated.

Parameter	Data Type	Description	Required
Module ID	int	Identification number of the module you want to authenticate.	Yes

string GetWebServiceVersion()

Returns the current version of the web service.

string GetServiceDeskPortalUrl()

Returns the URL of the Service Desk web application.

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