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ServiceDeskPlus.yml
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ServiceDeskPlus.yml
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category: Case Management
commonfields:
id: ServiceDeskPlus
version: -1
configuration:
- display: 'Data Center Location: Select the domain location that is applicable to your application'
name: server_url
options:
- United States
- Europe
- India
- China
- Australia
- On-Premise
required: true
type: 15
- display: Technician Key
name: technician_key
type: 4
hidden: true
required: false
- displaypassword: Technician Key
name: credentials_technician_key
hiddenusername: true
type: 9
required: false
- defaultvalue: https://example.com
display: On-Premise Server URL
name: server_url_on_premise
type: 0
required: false
- display: Client ID
name: client_id
type: 4
hidden: true
required: false
- display: Client Secret
name: client_secret
type: 4
hidden: true
required: false
- display: Client ID
name: credentials_client
type: 9
displaypassword: Client Secret
section: Connect
required: false
- display: Refresh Token
name: refresh_token
type: 4
hidden: true
required: false
- displaypassword: Refresh Token
name: credentials_refresh_token
hiddenusername: true
type: 9
required: false
- display: Trust any certificate (not secure)
name: insecure
type: 8
required: false
- display: Use system proxy settings
name: proxy
type: 8
required: false
- display: Fetch incidents
name: isFetch
type: 8
required: false
- display: Incident type
name: incidentType
type: 13
required: false
- defaultvalue: Open
display: Incidents status. Supports multi-select.
name: fetch_status
options:
- Open
- Closed
- On Hold
- Resolved
- Canceled
type: 16
required: false
- additionalinfo: 'Input format: <number> <time unit>, e.g., 1 hour, 30 minutes'
defaultvalue: 7 days
display: First fetch time
name: fetch_time
type: 0
required: false
- defaultvalue: '50'
display: Fetch limit - maximum number of incidents per fetch
name: fetch_limit
type: 0
required: false
- display: Fetch query - see (?). Overrides the status filter, if given.
name: fetch_filter
type: 12
required: false
description: Use this integration to manage on-premises and cloud Service Desk Plus requests. The integration allows you to create, update, and delete requests, assign groups and technicians to requests, and link/unlink requests and modify their resolution.
display: Service Desk Plus
name: ServiceDeskPlus
script:
commands:
- arguments:
- description: The unique request id of the request that should be shown.
name: request_id
- description: |-
Use this to get a list of tasks starting from this index.
e.g: 6
name: start_index
- description: |-
Use this to mention the number of requests that needs to be returned.
e.g: 15. By default, will return only the first 10 requests.
name: page_size
- description: The column name and value to be searched for in the format of a JSON object. For example, {“subject”:“Change like this”,“priority.name”:“High”}.
name: search_fields
- description: The name of the filter to use. For example, {“name”:“My_Open”}.
name: filter_by
description: View the details of requests. If no arguments are passed, details of all requests are returned.
name: service-desk-plus-requests-list
outputs:
- contextPath: ServiceDeskPlus.Request.Requester
description: Who made the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.CreatedTime
description: The time the request was created.
type: Date
- contextPath: ServiceDeskPlus.Request.Template
description: The template that was used to create the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.DisplayId
description: The display ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Id
description: The unique ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Subject
description: The subject of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Technician
description: The technician that was assigned to the request.
type: String
- contextPath: ServiceDeskPlus.Request.Status
description: The status of the request.
type: String
- contextPath: ServiceDeskPlus.Request.DueByTime
description: The due date of the request.
type: Date
- contextPath: ServiceDeskPlus.Request.Group
description: The group to which the request belongs.
type: String
- contextPath: ServiceDeskPlus.Request.IsServiceRequest
description: Indicates whether the request is a service request.
type: Boolean
- contextPath: ServiceDeskPlus.Request.CancellationRequested
description: Indicates whether a cancellation was requested.
type: Boolean
- contextPath: ServiceDeskPlus.Request.HasNotes
description: Indicates whether the command has notes.
type: Boolean
- arguments:
- description: The ID of the request to delete.
name: request_id
required: true
description: Deletes the request with the specified ID. To delete multiple IDs, pass a comma-separated list (string) of the IDs of the requests.
name: service-desk-plus-request-delete
- arguments:
- description: Subject of the request.
name: subject
required: true
- description: Description of the request.
name: description
- auto: PREDEFINED
description: Request type. Choose one of the listed options or provide a dictionary representing a request_type object. Can be "Incident", "Request For Information", or "Service Request".
name: request_type
predefined:
- Incident
- Request For Information
- Service Request
- auto: PREDEFINED
description: Impact of the request. Choose one of the listed options or provide a dictionary representing an impact object. Can be "Affects Business", "Affects Department", "Affects Group", or "Affects User".
name: impact
predefined:
- Affects Business
- Affects Department
- Affects Group
- Affects User
- auto: PREDEFINED
defaultValue: Open
description: Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Can be "Open", "Closed", "On Hold", "Resolved", or "Canceled".
name: status
predefined:
- Open
- Closed
- On Hold
- Resolved
- Canceled
- auto: PREDEFINED
description: The mode in which to create the request. Choose one of the listed options or provide a dictionary representing a mode object. Can be "E-mail", "Phone Call", or "Web Form".
name: mode
predefined:
- E-Mail
- Phone Call
- Web Form
- auto: PREDEFINED
description: Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Can be "Tier 1", "Tier 2", "Tier 3", or "Tier 4".
name: level
predefined:
- Tier 1
- Tier 2
- Tier 3
- Tier 4
- auto: PREDEFINED
description: Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Can be "High", "Low", "Normal", or "Urgent".
name: urgency
predefined:
- High
- Low
- Normal
- Urgent
- auto: PREDEFINED
description: Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Can be "High", "Low", "Normal", or "Meduium".
name: priority
predefined:
- High
- Low
- Normal
- Medium
- description: Service category to which this request belongs. String representing the category's name.
name: service_category
- description: Indicates who made the request. Enter the name of the requester as a string or a dictionary representing a requester object.
name: requester
- description: Array of asset objects associated to the request.
name: assets
- description: Denotes the site to which the request belongs. Enter a site name or provide a dictionary representing a site object.
name: site
- description: Group to which the request belongs. Enter the name of the group or a dictionary representing a group object.
name: group
- description: Technician assigned to the request. Enter the name of the technician or a dictoinary representing a technician object.
name: technician
- description: Category to which the request belongs. Enter the name of the category or a dictionary representing a category object.
name: category
- description: Subcategory to which the request belongs. Enter the name of the subcategory or a dictionary representing a subcategory object.
name: subcategory
- description: Item of the request. Enter the item's name or a dictionary representing an item object.
name: item
- description: Array of email IDs to notify about the happenings of the request.
name: email_ids_to_notify
- description: Boolean value indicating if the request has been marked as First Call Resolution.
name: is_fcr
- description: Holds the resource data mapped to the request.
name: resources
- description: 'Holds UDF fields'' values (string) associated with the request in the format: "key1:value1,key2:value2" or a dictionary in the form "{''key1'':''val1'',''key2'':''val2''}".'
name: udf_fields
description: Creates new requests.
name: service-desk-plus-request-create
outputs:
- contextPath: ServiceDeskPlus.Request.Requester
description: Who made the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.CreatedTime
description: The time the request was created.
type: Date
- contextPath: ServiceDeskPlus.Request.Template
description: The template that was used to create the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.DisplayId
description: The display ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Id
description: The unique ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Subject
description: The subject of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Technician
description: The technician that was assigned to the request.
type: String
- contextPath: ServiceDeskPlus.Request.Status
description: The status of the request.
type: String
- contextPath: ServiceDeskPlus.Request.DueByTime
description: The due date of the request.
type: Date
- contextPath: ServiceDeskPlus.Request.Group
description: The group to which the request belongs.
type: String
- contextPath: ServiceDeskPlus.Request.IsServiceRequest
description: Indicates whether the request is a service request.
type: Boolean
- contextPath: ServiceDeskPlus.Request.CancellationRequested
description: Indicates whether a cancellation was requested.
type: Boolean
- contextPath: ServiceDeskPlus.Request.HasNotes
description: Indicates whether the command has notes.
type: Boolean
- arguments:
- description: The ID of the request.
name: request_id
required: true
- description: Subject of the request.
name: subject
- description: Description of the request.
name: description
- auto: PREDEFINED
description: Request type. Choose one of the listed options or provide a dictionary representing a request_type object. Can be "Incident", "Request For Information", or "Service Request".
name: request_type
predefined:
- Incident
- Request For Information
- Service Request
- auto: PREDEFINED
description: Impact of the request. Choose one of the listed options or provide a dictionary representing an impact object. Can be "Affects Business", "Affects Department", "Affects Group", or "Affects User".
name: impact
predefined:
- Affects Business
- Affects Department
- Affects Group
- Affects User
- auto: PREDEFINED
defaultValue: Open
description: Indicates the current status of this request. Choose one of the listed options or provide a dictionary representing a status object. Can be "Open", "Closed", "On Hold", "Resolved", or "Canceled".
name: status
predefined:
- Open
- Closed
- On Hold
- Resolved
- Canceled
- auto: PREDEFINED
description: The mode in which to create the request. Choose one of the listed options or provide a dictionary representing a mode object. Can be "E-mail", "Phone Call", or "Web Form".
name: mode
predefined:
- E-Mail
- Phone Call
- Web Form
- auto: PREDEFINED
description: Level of the request. Choose one of the listed options or provide a dictionary representing a level object. Can be "Tier 1", "Tier 2", "Tier 3", or "Tier 4".
name: level
predefined:
- Tier 1
- Tier 2
- Tier 3
- Tier 4
- auto: PREDEFINED
description: Urgency of the request. Choose one of the listed options or provide a dictionary representing an urgency object. Can be "High", "Low", "Normal", or "Urgent".
name: urgency
predefined:
- High
- Low
- Normal
- Urgent
- auto: PREDEFINED
description: Priority of the request. Choose one of the listed options or provide a dictionary representing a priority object. Can be "High", "Low", "Normal", or "Meduium".
name: priority
predefined:
- High
- Low
- Normal
- Medium
- description: Service category to which this request belongs. String representing the category's name.
name: service_category
- description: Indicates who made the request. Enter the name of the requester as a string or a dictionary representing a requester object.
name: requester
- description: Array of asset objects associated to the request.
name: assets
- description: Denotes the site to which the request belongs. Enter a site name or provide a dictionary representing a site object.
name: site
- description: Group to which the request belongs. Enter the name of the group or a dictionary representing a group object.
name: group
- description: Technician assigned to the request. Enter the name of the technician or a dictionary representing a technician object.
name: technician
- description: Category to which the request belongs. Enter the name of the category or a dictionary representing a category object.
name: category
- description: Subcategory to which this request belongs. Enter the name of the subcategory or a dictionary representing a subcategory object.
name: subcategory
- description: Item of the request. Enter the item's name or a dictionary representing an item object.
name: item
- description: Array of email IDs to notify about the happenings of the request.
name: email_ids_to_notify
- description: Boolean value indicating if the request has been marked as First Call Resolution.
name: is_fcr
- description: Holds the resource data mapped to the request.
name: resources
- description: 'Holds UDF fields'' values (string) associated with the request in the format: "key1:value1,key2:value2" or a dictionary in the form "{''key1'':''val1'',''key2'':''val2''}".'
name: udf_fields
- description: The reason for updating the request.
name: update_reason
description: Updates the specified request.
name: service-desk-plus-request-update
outputs:
- contextPath: ServiceDeskPlus.Request.Requester
description: Who made the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.CreatedTime
description: The time the request was created.
type: Date
- contextPath: ServiceDeskPlus.Request.Template
description: The template that was used to create the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.DisplayId
description: The display ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Id
description: The unique ID of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Subject
description: The subject of the request.
type: String
- contextPath: ServiceDeskPlus.Request.Technician
description: The technician that was assigned to the request.
type: String
- contextPath: ServiceDeskPlus.Request.Status
description: The status of the request.
type: String
- contextPath: ServiceDeskPlus.Request.DueByTime
description: The due date of the request.
type: Date
- contextPath: ServiceDeskPlus.Request.Group
description: The group to which the request belongs.
type: String
- contextPath: ServiceDeskPlus.Request.IsServiceRequest
description: Indicates whether the request is a service request.
type: Boolean
- contextPath: ServiceDeskPlus.Request.CancellationRequested
description: Indicates whether a cancellation was requested.
type: Boolean
- contextPath: ServiceDeskPlus.Request.HasNotes
description: Indicates whether the command has notes.
type: Boolean
- arguments:
- description: The ID of the request to assign.
name: request_id
required: true
- description: The name of the technician to assign to the request.
name: technician
- description: The name of the group to assign to the request.
name: group
description: Assigns the specified request to a technician and/or group.
name: service-desk-plus-request-assign
- arguments:
- description: The ID of the request that should be picked up.
name: request_id
required: true
description: Allows a technician to pickup the specified with the given request ID on the technician's name.
name: service-desk-plus-request-pickup
- arguments:
- description: The request for which to get a list of linked requests.
name: request_id
required: true
description: Gets a list with all the linked requests under the specified request.
name: service-desk-plus-linked-request-list
outputs:
- contextPath: ServiceDeskPlus.Request.LinkRequests.Comments
description: The comment that was added to the linked request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.LinkRequests.LinkedRequest
description: The linked request information.
type: Unknown
- arguments:
- description: The ID of the request to which to add the resolution.
name: request_id
required: true
- description: The content of the resolution to add to the request.
name: resolution_content
- auto: PREDEFINED
description: A boolean value indicating whether the same resolution should be added to all requests linked to the request. Can be "true" or "false".
name: add_to_linked_requests
predefined:
- 'true'
- 'false'
description: Adds a resolution to the specified request.
name: service-desk-plus-request-resolution-add
- arguments:
- description: The ID of the request for which to get the resolution.
name: request_id
required: true
description: Gets the resolution of the specified request.
name: service-desk-plus-request-resolutions-list
outputs:
- contextPath: ServiceDeskPlus.Request.Resolution.Content
description: The content of the resolution of the request.
type: Unknown
- contextPath: ServiceDeskPlus.Request.Resolution.SubmittedBy
description: The details of who submitted the resolution.
type: Unknown
- contextPath: ServiceDeskPlus.Request.Resolution.SubmittedOn
description: The date the resolution was submitted.
type: Unknown
- contextPath: ServiceDeskPlus.Request.Resolution.ResolutionAttachments
description: The attachments that were added to the resolution.
type: Unknown
- arguments:
- description: The code received when creating the application.
name: code
required: true
secret: true
description: This function generates the refresh token that should be used in the instance configurations.
name: service-desk-plus-generate-refresh-token
- arguments:
- description: The ID of the request for which the links should be modified.
name: request_id
required: true
- auto: PREDEFINED
description: Specifies whether to link or unlink this request with the specified requests. Can be "Link" or "Unlink".
name: action
predefined:
- Link
- Unlink
required: true
- description: A comma-separated list of request IDs to link or unlink from the given request. Multiple IDs can be passed, separated by a comma
name: linked_requests_id
required: true
- description: The comment to add when linking requests (optional).
name: comment
description: Links or unlinks multiple commands.
name: service-desk-plus-link-request-modify
- arguments:
- description: The comments to add when closing the request.
name: closure_comments
- auto: PREDEFINED
description: The closure code to add to the request. Can be "Cancelled", "Failed", "Postponed", "Rejected", "Success" or "Unable to Reproduce".
name: closure_code
predefined:
- Cancelled
- Failed
- Postponed
- Rejected
- Success
- Unable to Reproduce
- description: The requester comments to add to the request.
name: requester_ack_comments
- auto: PREDEFINED
description: A boolean value indicating whether the requester needs to acknowledge the resolution. Can be "true" or "false".
name: requester_ack_resolution
predefined:
- 'true'
- 'false'
- description: The ID of the request to close.
name: request_id
required: true
description: Closes the specified request.
name: service-desk-plus-request-close
dockerimage: demisto/python3:3.10.12.68714
isfetch: true
runonce: false
script: '-'
subtype: python3
type: python
tests:
- Service Desk Plus Test
fromversion: 5.0.0