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
name	string	First and last name of a person.
email	string	Person's email address.

void ResolveTicket(...)

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

Parameter	Data Type	Description
Request ID	int	The request identification number.
message	string	A message to the requester.

string ReadColumn(...)

Returns a value from a table column.

Parameter	Data Type	Description
Request ID	int	The request identification number.
table name	string	Name of the table to read data from. Supported values: tHdTicket, tHdTicketCust, TicketForeignKeyInfo.
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

void WriteColumn(...)

Writes a value to a table column.

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

int CreateTicket(...)

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

Parameter	Data Type	Description
Person ID	int	ID of the person creating a request.
Person ID	int	Requester's personal ID.
name	string	First and last name of the requester.
email	string	Requester email.
service	string	Full name of the service where the request will be located.
SLA	string	SLA name.
request name	string	Request name.
description	string	Request description.
HTML description	string	Request description with HTML formatting.
from	string	Sender email – for emails only.
to	string	Message recipients – for emails only.
copy	string	Email recipients in the Copy field – for emails only.
date created	datetime	Creation date of the record in UTC – for emails only.
Record kind ID	string	Event type for the source record.

int CreateAct(...)

Creates a new record in the request log.

Parameter	Data Type	Description
Request ID	int	Request ID to which the record will be created.
Person ID	int	ID of the person creating the record.
subject	string	Record subject.
message	string	Message.
HTML message	string	Message with HTML formatting.
sender name	string	Sender name.
sender email	string	Sender email – for emails only.
to	string	Message recipients – for emails only.
copy	string	Email recipients in the Copy field – for emails only.
date created	datetime	Creation date of the record in UTC – for emails only.
Record kind ID	string	Event type for the record in the log.
display to requester	bool	Display the event to the requester.

GUID BeginUpload(...)

Start uploading a file to the server.

Parameter	Data Type	Description
file	string	File path.
type	string	File type.

void UploadDataPart(...)

Uploading a file part to the server.

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

void EndUpload(...)

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

Parameter	Data Type	Description
ID session	GUID	Session identifier returned by the BeginUpload function.
number of parts	int	Total number of file parts.
Record ID	int	Record ID in the Service Desk log to which the file should be attached.
Attachment ID	string	ID of an attachment attached to the email body. Optional.

void CancelUpload(...)

Canceling the file upload and deleting the temporary file.

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

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 AssignToSolver(...)

Assigning a request to solver.

Parameter	Data Type	Description
Request ID	int	The request identification number.
Person ID	int	Identification number of the person who will become the new request solver.

Notifications

void NotifyOnHdTicketAccepted(...)

Sends a notification informing the requester that the request has been received by the system.

Parameter	Data Type	Description
Request ID	int	Request number.
message	string	Message for requester.

void NotifyOnHdTicketCreated(...)

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

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

void NotifyOnHdTicketRejected(...)

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

Parameter	Data Type	Description
Request ID	int	Request number.
message	string	Message for requester.

void NotifyOnHdTicketExpired(...)

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

Parameter	Data Type	Description
Request ID	int	Request number.

void NotifyOnHdTicketApprovalCanceled(...)

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

Parameter	Data Type	Description
Request ID	int	Request number.

void NotifyOnHdTicketApprovalItem(...)

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

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

void NotifyOnHdTicketResolved(...)

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

Parameter	Data Type	Description
Closing event ID	int	Number of event that has resolved a request.
message	string	Message for requester.

void NotifySubscribersOnHdTicketResolved(...)

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

Parameter	Data Type	Description
Closing event ID	int	Number of event that has resolved a request.
message	string	Message for requester.

void NotifyOnMessageSent(...)

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

Parameter	Data Type	Description
Event ID	int	Message event identification number.

void NotifySubscribersOnMessageSent(...)

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

Parameter	Data Type	Description
Event ID	int	Message event number.

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
Event ID	int	Assigned-to-solver event number.
ID of the original solver	int	Identifier of the original solver; if the value is 0, the request did not have a solver assigned.
ID of the new solver	int	Identifier of the new solver; if the value is 0, the request was returned to the operators.
message	string	Message to solvers/operators.

void NotifyOnHdTicketHdSectionChanged(...)

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

Parameter	Data Type	Description
Event ID	int	Move-to-different-service event number.
ID of the original service	int	Identifier of the original service; the service has to exist.
ID of the new service	int	Identifier of the new service; the service has to exist.
message	string	Message to solvers/operators.

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
Event ID	int	Change due date event number.
original due date	datetime	Original due date; 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.
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.
reason	string	Message – reason for due date change.

void NotifySubscribersOnHdTicketDeadlineChanged(...)

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

Parameter	Data Type	Description
Event ID	int	Change due date event number.
original due date	datetime	Original due date; 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.
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.
reason	string	Message – reason for due date change.

void NotifyOnHdTicketUserOpen(...)

Sends a notification to the request solver that the requester has re-opened his/her request.

Parameter	Data Type	Description
Event ID	int	Request-open event number.
reason	string	Message – reason for re-opening the due date.

void NotifyOnHdTicketSolverOpen(...)

Sends a notification to the requester that the solver has re-opened his/her request.

Parameter	Data Type	Description
Event ID	int	Request-open event number.
reason	string	Message – reason for re-opening the due date.

void NotifySubscribersOnHdTicketOpen(...)

Sends a notification informing subscribers that the request has re-opened.

Parameter	Data Type	Description
Event ID	int	Request-open event number.
message	string	Message – reason for re-opening the due date.

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
Service ID	int	Service identifier.
sender name	string	Name and surname of the message sender.
sender email	string	Message sender email address.
recipient email	string	Recipient email address (original message sender).
date	string	Date of the original message.
Message ID	string	Message identifier.
subject	string	Subject of the original message.
text	string	Body of the original message.

void NotifyUserOnOpenRejected(...)

Sends a notification to the requester that the re-opening his/her request has been rejected.

Parameter	Data Type	Description
Service ID	int	Service identifier.
sender name	string	Name and surname of the message sender.
sender email	string	Message sender email address.
recipient email	string	Recipient email address (original message sender).
Recipient CC	string	CC (CarbonCopy) of the original message.
date	string	Date of the original message.
Message ID	string	Message identifier.
subject	string	Subject of the original message.
text	string	Body of the original message.

Automatic alerts

void SendAllNonSummaryAlerts()

Sends all notifications immediately (requests not being resolved, due date) related to individual requests.
Note: The method has no parameter.

void SendAllSummaryAlerts()

Sends summary alerts (requests not being resolved, due date), but only those that are set to be sent at the current hour.
Note: The method has no parameter.

Other methods

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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