Adds a user to a group.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the "Administrators" system group.

Parameter	Data Type	Description	Required
personId	int	User identification number (tPerson.iPersonId)	Yes
roleId	int	Group identification number (tRole.iRoleId)	Yes

bool AssignTicketToSolver(...)

Assigns the request to a solver.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the solver team of the request's service.

Parameter	Data Type	Description	Required
ticketId	int	Request identification number	Yes
newPersonId	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
personId	int	Identification number of the person assigning the request to a solver. If the operation is run from an external application, the parameter will be ignored and the request will be assigned by the user who has logged in the web service using integrated authentication.	No
message	string	A message for the request solver in plain text	No
htmlMessage	string	A message for the request solver in HTML format	No
sendNotification	bool	Send a request assignment notification 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.

GUID BeginUpload(...)

Start uploading a file to the server.

Parameter	Data Type	Description	Required
filename	string	File path	No
fileType	string	File type	No

void CancelUpload(...)

Canceling the file upload and deleting the temporary file.

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

int CreateAct(...)

Creates a new record in the request log.

Parameter	Data Type	Description	Required
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	Record subject	No
message	string	Message	No
htmlMessage	string	Message with HTML formatting	No
senderName	string	Sender name	No
fromEmail	string	Sender e-mail – for e-mails only	No
toEmails	string	Message recipients – for e-mails only	No
ccEmails	string	E-mail recipients in the Copy field – for e-mails only	No
created	datetime	Record creation date in UTC – for e-mails only	Yes
actKindId	int	Event type for the record in the log, see tActKind. The process (9) and alert (11) event types cannot be used.	Yes
showApplicant	bool	Display the event to the requester	Yes

bool CreatePerson(...)

Creates a new user. The return value is the identification number (tPerson.iPersonId) of the new user.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the "Administrators" system group.

Parameter	Data Type	Description	Required
fullName	string	Name and Surname	Yes
login	string	Username	No
email	string	E-mail	No
phone	string	Work phone	No
personalNumber	string	Personal number	No

int CreateTicket(...)

Creates a new request. The return value is the number (ID) of the new request.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the solver team of at least one service.

Parameter	Data Type	Description	Required
creatorId	int	ID of the person recording the request. If the operation is run from an external application, the parameter will be ignored and the request will be recorded by the user who has logged in the web service using integrated authentication.	Yes
requesterId	int	The requester's personal ID	Yes
requesterName	string	First name and surname of the requester	No
requesterEmail	string	The requester's e-mail	No
serviceName	string	Full name of the service where the request will be located.	No
slaName	string	SLA name	No
subject	string	Request name	No
message	string	Request Description	No
htmlMessage	string	Request description with HTML formatting	No
fromEmail	string	Sender e-mail – for e-mails only	No
toEmails	string	Message recipients – for e-mails only	No
ccEmails	string	E-mail recipients in the Copy field – for e-mails only	No
messageCreated	datetime	Event creation date in UTC – for e-mails only	Yes
ticketCreated	datetime	Request creation date in UTC. If not specified, the creating event creation date will be used.	Yes
actKindId	int	Event type for the source record, see tActKind. The process (9) and alert (11) event types cannot be used.	Yes

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 custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a user who is a member of the solver team of the service of at least one of the beginTicketId and endTicketId requests and who is authorized to read both requests.

Parameter	Data Type	Description	Required
beginTicketId	int	Identification number of the source request (from the link's point of view)	Yes
endTicketId	int	Identification number of the end request (from the link's point of view)	Yes
ticketRelationTypeId	int	Link type: 1 – Related to 2 – Is the child of 3 – Follows after 4 – Is blocked by 5 – Duplicates Or the ID of a custom link type.	Yes
personId	int	Identification number of the person adding the link. If the value is 0, the action will be executed by _system. If the operation is run from an external application, the parameter will be ignored and the link will be created by the user who has logged in the web service using integrated authentication.	No

void EndUpload(...)

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

Parameter	Data Type	Description	Required
sessionId	GUID	Session identifier returned by the BeginUpload function.	Yes
partsCount	int	Total number of file parts	Yes
actId	int	Record ID in the ServiceDesk log to which the file should be attached	Yes
contentId	string	ID of an attachment inserted in the message body	No

int FindPerson(...)

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
name	string	First and last name of a person	Yes (in no e-mail is filled in)
email	string	The person's e-mail address	Yes (in no name is filled in)

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]

Parameter	Data Type	Description	Required
personId	int	The person's identification number	Yes

DateTime GetLastSectionChange()

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

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
personId	int	Identification number of the user whose communication you want to display.	Yes
ticketsCount	int	Number of requests (in which the user last communicated) you want to display.	Yes

string GetServiceDeskPortalUrl()

Returns the URL of the Service Desk web application.

bool GetTicketByMessageTag(...)

Query for existence of a request with entered symbol.

Parameter	Data Type	Description	Required
text	string	Request tag	No

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
ticketId	int	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.

string GetWebServiceVersion()

Returns the current version of the web service.

bool HasPersonSlaInSection(...)

Checks whether the user has any SLAs in the service.

Parameter	Data Type	Description	Required
personId	int	The person's identification number	Yes
sectionId	int	Service identification number	Yes

bool IsActivated(...)

Returns information whether the entered module is activated.

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

bool IsConnectedToDb(...)

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

Parameter	Data Type	Description	Required
serverName	string	Server name	Yes
dbName	string	Database name	Yes

bool IsExistingTicket(...)

Query for request existence.

Parameter	Data Type	Description	Required
ticketId	int	Request identification number	Yes

bool IsPersonMemberOfGroup(...)

Returns the information whether the user is a member of a specified database.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the "Administrators" system group.

Parameter	Data Type	Description	Required
personId	int	User identification number (tPerson.iPersonId)	Yes
roleId	int	Group identification number (tRole.iRoleId)	Yes

string ReadColumn(...)

Returns a value from a table column.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the request data can only be viewed by users who are authorized to view the request; the service data can only be viewed by users who have a role in the service; and the user data can only be viewed by members of the "Administrators" system group.

Parameter

Data Type

Description

Required

recordId

int

The identification number of a record in the tHdTicket, tHdSection, or tPerson tables.

Yes

table

string

Name of the table to read data from. The following values are supported: tHdTicket, tHdTicketCust, TicketForeignKeyInfo, tHdSection, tPerson, tPersonCust and PersonForeignKeyInfo.

Yes

column

string

Name of a column in a table.
It is possible to read values from all columns of the tHdTicket, tHdTicketCust, and tPersonCust tables.
It is possible to read values from all columns of the tHdSection table except for the columns related to the settings of the mailboxes from which messages are loaded.
It is possible to read values from all columns of the tPerson table except for the user's password and identification data in AD.

When reading data from TicketForeignKeyInfo, the values in the following columns are available for reading:

SolverName – the solver's name
SolverEmail – the solver's e-mail
TicketPriority – the request's priority
SectionName – the name of the service where the request is located
RoomName – room
SLAname – SLA name
FirstActText – the original text of the request

When reading data from PersonForeignKeyInfo, the values in the following columns are available for reading:

AccountName – name of the user's organization
ManagerName – name and surname of the user's manager
DelegateName – name and surname of the user's substitute

More information about the columns (including data types) can be found in the ALVAO database documents.

Yes

bool RemovePersonFromGroup(...)

Removes the user from a specified group.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the "Administrators" system group.

Parameter	Data Type	Description	Required
personId	int	User identification number (tPerson.iPersonId)	Yes
roleId	int	Group identification number (tRole.iRoleId)	Yes

void ResolveTicket(...)

Resolves a request. If the request cannot be resolved, the operation will result in an exception.
If the operation is run within custom program extensions, it will be executed under the "_system" account without authorization checks.
If the operation is run from an external application, it will be executed under the user who has logged in the web service using integrated authentication. The method can only be run by a user who has operator or manager authorizations for the request's service or who is the current request solver.

Parameter	Data Type	Description	Required
ticketId	int	Request identification number	Yes
message	string	A message for the requester	No

void SendNews(...)

Sends the current news to specified recipients.

Parameter	Data Type	Description	Required
newsId	int	Identification number of the message to be sent.	Yes
sendToRequesters	bool	Send message to requesters of assigned services	Yes
sendToSectionTeam	bool	Send message to members of solver teams of assigned services	Yes
specificRecipients	string	Specific message recipients. Enter an empty string or null if the message has no specific recipients.	Yes

void SetTicketState(...)

Changes the request status.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, the method can only be run by a member of the solver team of the request's service.

Parameter	Data Type	Description	Required
ticketId	int	Request identification number	Yes
personId	int	Identification number of the person changing the request status. If the value is 0, the action will be executed by _system. If the operation is run from an external application, the parameter will be ignored and the request's status will be changed under the user who has logged in the web service using integrated authentication.	No
newStateId	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.

void UploadDataPart(...)

Uploading a file part to the server.

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

void WriteColumn(...)

Writes a value to a table column.
If the operation is run within custom program extensions, no authorization checks will be performed.
If the operation is run from an external application, it will be executed under the user who has logged in the web service using integrated authentication. Only users who are members of the solver team of the request's service can run the method for requests. Only users who are members of the "Administrators" system group can run the method for users.

Parameter	Data Type	Description	Required
recordId	int	Record identification number (tHdTicket or tPerson)	Yes
table	string	The name of a table for writing. The following values are supported: tHdTicket, tHdTicketCust, tPerson and tPersonCust.	Yes
column	string	Name of a column in a table. It is possible to write to all columns of the tHdTicketCust and tPersonCust tables. In the tHdTicket table, values can be written to the following columns: mHdTicketNotice sHdTicketCategory sHdTicketGroup sHdTicketDeviceCode sHdTicketUserPhone mHdTicketUserContact sHdTicketUserMobile sHdTicketUserOffice sHdTicketUserDepartment sHdTicketUserWorkPosition sHdTicketUserCompany In the tPerson table, values can be written to the following columns: sPerson sPersonLogin sPersonAdGuid sPersonEmail sPersonPhone sPersonMobile sPersonOffice sPersonDepartment sPersonWorkPosition bHidden sPersonPswd bPersonShared bPersonAccountDisabled mPersonContact sPersonCalendarWebDAVUri sPersonUrgentEmail dPersonRemoved sPersonCountry sPersonCountryAbbr iPersonCountryCode sPersonCity sPersonAdPath dPersonAdCreated sPersonSID liPersonManagerPersonId sPersonPersonalNumber liPersonDelegatePersonId OutOfOfficeSince iPersonLocaleId sPersonAdName liAccountId sFirstName sLastName sAdDisplayName TimeZone Email2 Phone2 OutOfOfficeUntil ImportAdLastFound More information about the columns (including data types) can be found in the ALVAO database documents.	Yes
value	string	Value inserted in a column	Yes

Notifications

void NotifyOnHdTicketAccepted(...)

Sends a notification informing that the request has been approved.

Parameter	Data Type	Description	Required
ticketApprovalItemId	int	ID of the approval step that has been approved (tHdTicketApprovalItem.iHdTicketApprovalItemId).	Yes

void NotifyOnHdTicketApprovalCanceled(...)

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

Parameter	Data Type	Description	Required
ticketId	int	Request number	Yes

void NotifyOnHdTicketApprovalItem(...)

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

Parameter	Data Type	Description	Required
ticketApprovalItemId	int	ID of the approval step (tHdTicketApprovalItem.iHdTicketApprovalItemId)	Yes
personId	int	Person identifier (tPerson)	Yes

void NotifyOnHdTicketApprovalItemFinished(...)

Sends a notification informing approvers that a particular approval step has been completed.

Parameter	Data Type	Description	Required
ticketApprovalItemId	int	ID of the approval step (tHdTicketApprovalItem.iHdTicketApprovalItemId)	Yes

void NotifyOnHdTicketCreated(...)

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

Parameter	Data Type	Description	Required
actId	int	First request event	Yes
notifyUser	bool	Send a notification to the requester	Yes

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
actId	int	ID of the due date change event	Yes
oldDeadline	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
newDeadline	datetime	New due date of the request; if the date value is less than 1/1/0001, the due date will be canceled.	Yes
message	string	Message – reason for due date change	No
htmlMessage	string	HTML message – reason for due date change	No

void NotifyOnHdTicketExpired(...)

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

Parameter	Data Type	Description	Required
ticketId	int	Request number	Yes

void NotifyOnHdTicketHdSectionChanged(...)

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

Parameter	Data Type	Description	Required
actId	int	ID of the move-to-another-service event	Yes
oldHdSectionId	int	Identifier of the original service; the service has to exist.	Yes
newHdSectionId	int	Identifier of the new service; the service has to exist.	Yes
message	string	Message to solvers/operators	No
htmlMessage	string	HTML message to solvers/operators	No

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
actId	int	ID of the assigned-to-solver event	Yes
oldSolverPersonId	int	Identifier of the original solver; if the value is 0, the request did not have a solver assigned.	Yes
newSolverPersonId	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
htmlMessage	string	HTML message to solvers/operators	No

void NotifyOnHdTicketRejected(...)

Sends a notification informing that the request has been rejected.

Parameter	Data Type	Description	Required
ticketApprovalItemId	int	ID of the approval step that has been rejected (tHdTicketApprovalItem.iHdTicketApprovalItemId).	Yes

void NotifyOnHdTicketResolved(...)

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

Parameter	Data Type	Description	Required
actId	int	Number of event that has resolved a request.	Yes
message	string	Message for requester	No
htmlMessage	string	A HTML message for the requester	No

void NotifyOnHdTicketSolverOpen(...)

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

Parameter	Data Type	Description	Required
actId	int	ID of the request opening event	Yes
message	string	Message – reason for opening the request	No
htmlMessage	string	HTML message – reason for opening the request	No

void NotifyOnHdTicketUserOpen(...)

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

Parameter	Data Type	Description	Required
actId	int	ID of the request opening event	Yes
message	string	Message – reason for opening the request	No
htmlMessage	string	HTML message – reason for opening the request	No
sendToSubscribers	bool	Send a message to the subscribers of the request	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
actId	int	Identification number of the message event	Yes
sendNewMessageNotification	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 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
actId	int	ID of the due date change event	Yes
newDeadline	datetime	New due date for a request; if the date value is less than 1/1/0001, the due date will be canceled.	Yes
message	string	Message – reason for due date change	No
htmlMessage	string	HTML message – reason for due date change	No

void NotifySubscribersOnHdTicketOpen(...)

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

Parameter	Data Type	Description	Required
actId	int	ID of the request opening event	Yes
message	string	Message – reason for opening the request	No
htmlMessage	string	HTML message – reason for opening the request	No

void NotifySubscribersOnHdTicketResolved(...)

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

Parameter	Data Type	Description	Required
actId	int	Number of event that has resolved a request.	Yes
message	string	Message for requester	No
htmlMessage	string	A HTML message for the requester	No

void NotifySubscribersOnMessageSent(...)

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

Parameter	Data Type	Description	Required
actId	int	ID of the message event	Yes

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
hdSectionId	int	Service identifier	Yes
fromName	string	Name and surname of the message sender	No
fromEmail	string	Message sender e-mail address	No
mailTo	string	Recipient e-mail address (original message sender)	No
mailSent	string	Date of the original message	No
mailMessageId	string	Message identifier	No
mailSubject	string	Subject of the original message	No
mailBody	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
ticketId	int	Request identification number	Yes
hdSectionId	int	Service identifier	Yes
fromName	string	Name and surname of the message sender	No
fromEmail	string	Message sender e-mail address	Yes
mailTo	string	Recipient e-mail address (original message sender)	No
mailCc	string	CC (CarbonCopy) of the original message	No
mailSent	string	Date of the original message	No
mailMessageId	string	Message identifier	No
mailSubject	string	Subject of the original message	No
mailBody	string	Body of the original message	No
ticketMark	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
nAlertId	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
nAlertId	int	Number of the rule for sending notifications, set in SLA.	Yes

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