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schemas: Incident: type: object properties: id: type: string format: uuid example: f197bb75-8822-45e9-82ce-02983504020b status: type: string enum: - firstLine - secondLine - partial - firstLineArchived - secondLineArchived - partialArchived number: type: string example: I-250520-058 request: type: string description: The request text that caused the incident without any formatting. x-reporting-ignore: true requests: type: string description: The list endpoint where the separate request entries can be retrieved with html formatting. format: url x-reporting-ignore: true action: type: string description: The list endpoint where the separate action entries can be retrieved with html formatting. format: url x-reporting-ignore: true attachments: type: string description: The list endpoint where the attachments can be retrieved. format: url x-reporting-ignore: true caller: "$ref": "#/schemas/Caller" callerBranch: type: object description: The branch of the caller. allOf: - "$ref": "#/schemas/Branch" x-reporting-ignore: true callerLocation: type: object allOf: - "$ref": "#/schemas/Searchlist" branchExtraFieldA: type: object description: The extraA field of the callerBranch allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true branchExtraFieldB: type: object description: The extraB field of the callerBranch allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true briefDescription: type: string x-reporting-ignore: true externalNumber: maxLength: 60 type: string description: | External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. category: type: object properties: id: type: string format: uuid x-reporting: reference: IncidentCategory referencePath: category reversePath: incidents name: type: string subcategory: type: object properties: id: type: string format: uuid x-reporting: reference: IncidentSubcategory referencePath: subcategory reversePath: incidents name: type: string callType: "$ref": "#/schemas/Searchlist" entryType: "$ref": "#/schemas/Searchlist" object: "$ref": "#/schemas/Object" asset: type: object properties: id: type: string format: uuid branch: "$ref": "#/schemas/Branch" location: type: object properties: id: type: string format: uuid branch: "$ref": "#/schemas/Branch" name: type: string room: type: string x-reporting-ignore: true impact: "$ref": "#/schemas/Searchlist" urgency: "$ref": "#/schemas/Searchlist" priority: type: object properties: id: type: string format: uuid x-reporting: reference: IncidentPriority referencePath: priority reversePath: incidents name: type: string duration: type: object properties: id: type: string format: uuid x-reporting: reference: IncidentDuration referencePath: duration reversePath: incidents name: type: string actualDuration: type: number description: Actual duration in minutes targetDate: type: string format: date-time sla: type: object properties: id: type: string format: uuid responseTargetDate: type: string format: date-time targetDate: type: string format: date-time responseDate: type: string format: date-time onHold: type: boolean onHoldDate: type: string format: date-time onHoldDuration: type: number feedbackMessage: type: string x-reporting-ignore: true feedbackRating: type: number operator: "$ref": "#/schemas/Operator" operatorGroup: "$ref": "#/schemas/Searchlist" supplier: type: object properties: id: type: string format: uuid name: type: string forFirstLine: type: boolean x-reporting-ignore: true forSecondLine: type: boolean x-reporting-ignore: true processingStatus: type: object properties: id: type: string format: uuid x-reporting: reference: IncidentProcessingStatus referencePath: processingStatus reversePath: incidents name: type: string completed: type: boolean completedDate: type: string format: date-time closed: type: boolean closedDate: type: string format: date-time closureCode: "$ref": "#/schemas/Searchlist" timeSpent: type: number description: "The total time registered on this incident. Including when the incident was 1st line, 2nd line and, if this\nincident is a second line incident, all time registered on partials belonging to it. \nFor partial incident this field will be 0 as their time is added to the timeSpent of their parent incident. \nThe time is returned as minutes.\n" timeSpentFirstLine: type: number description: "Time registered on this incident while it was a 1st line incident. \ \nThe time is returned as minutes.\n" timeSpentSecondLine: type: number description: "Time registered on this incident while it was a 2nd line incident. \ \nThe time is returned as minutes.\n" timeSpentPartial: type: number description: "Time registered on this incident while it was a partial incident. \ \nThe time is returned as minutes.\n" timeSpentLinkedPartials: type: number description: "Time registered on partials belonging to this incident. \nThe time is returned as minutes.\n" timeSpentSecondLineAndPartials: type: number description: | WARNING: This name is very misleading as the field will not contain the time registered on partials. DEPRECATED: Use _timeSpentSecondLine_ instead. itemCosts: type: number objectCosts: type: number costs: type: number escalationStatus: type: string enum: - Escalated - Deescalated escalationReason: "$ref": "#/schemas/Searchlist" escalationOperator: "$ref": "#/schemas/Searchlist" callDate: type: string format: date-time creator: "$ref": "#/schemas/Searchlist" creationDate: type: string format: date-time modifier: "$ref": "#/schemas/Searchlist" modificationDate: type: string format: date-time archivingReason: type: object properties: id: type: string format: uuid name: type: string majorCall: type: boolean majorCallObject: type: object properties: name: type: string id: type: string format: uuid status: type: number x-reporting-ignore: true majorIncident: type: boolean x-reporting-ignore: true publishToSsd: type: boolean monitored: type: boolean responded: type: boolean expectedTimeSpent: type: number mainIncident: type: object properties: id: type: string format: uuid x-reporting: reference: Incident referencePath: mainIncident reversePath: partials number: type: string partialIncidents: type: array items: type: object properties: link: type: string optionalFields1: "$ref": "#/schemas/OptionalFields" optionalFields2: "$ref": "#/schemas/OptionalFields" externalLinks: type: array items: type: object properties: id: type: string type: type: string date: type: string format: date-time Caller: type: object properties: id: type: string format: uuid dynamicName: type: string email: type: string mobileNumber: type: string phoneNumber: type: string branch: "$ref": "#/schemas/Branch" department: type: object allOf: - "$ref": "#/schemas/Searchlist" budgetHolder: type: object allOf: - "$ref": "#/schemas/Searchlist" Branch: type: object properties: clientReferenceNumber: type: string x-reporting-ignore: true timeZone: type: string x-reporting-ignore: true extraA: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true extraB: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true id: type: string format: uuid name: type: string Searchlist: type: object properties: id: type: string format: uuid name: type: string Object: type: object properties: id: type: string format: uuid name: type: string type: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true make: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true model: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true branch: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true location: type: object allOf: - "$ref": "#/schemas/Searchlist" x-reporting-ignore: true specification: type: string x-reporting-ignore: true serialNumber: type: string x-reporting-ignore: true Operator: type: object properties: id: type: string format: uuid status: type: string enum: - operator - operatorGroup - operatorArchived - operatorGroupArchived name: type: string OptionalFields: type: object properties: boolean1: type: boolean description: One of five possible boolean fields example: true boolean2: type: boolean description: One of five possible boolean fields example: true boolean3: type: boolean description: One of five possible boolean fields example: true boolean4: type: boolean description: One of five possible boolean fields example: true boolean5: type: boolean description: One of five possible boolean fields example: true number1: type: number description: One of five possible number fields example: 54 number2: type: number description: One of five possible number fields example: 54 number3: type: number description: One of five possible number fields example: 54 number4: type: number description: One of five possible number fields example: 54 number5: type: number description: One of five possible number fields example: 54 text1: type: string description: One of five possible text fields example: this is some text text2: type: string description: One of five possible text fields example: this is some text text3: type: string description: One of five possible text fields example: this is some text text4: type: string description: One of five possible text fields example: this is some text text5: type: string description: One of five possible text fields example: this is some text memo1: type: string description: One of five possible memo fields example: "26-02-2016 08:44 [GMT +1:00] Meadows, D. Sr.: \nMemo1" memo2: type: string description: One of five possible memo fields example: "26-02-2016 08:44 [GMT +1:00] Meadows, D. Sr.: \nMemo2" memo3: type: string description: One of five possible memo fields example: "26-02-2016 08:44 [GMT +1:00] Meadows, D. Sr.: \nMemo3" memo4: type: string description: One of five possible memo fields example: "26-02-2016 08:44 [GMT +1:00] Meadows, D. Sr.: \nMemo4" memo5: type: string description: One of five possible memo fields example: "26-02-2016 08:44 [GMT +1:00] Meadows, D. Sr.: \nMemo5" date1: type: string description: One of five possible date fields format: date-time date2: type: string description: One of five possible date fields format: date-time date3: type: string description: One of five possible date fields format: date-time date4: type: string description: One of five possible date fields format: date-time date5: type: string description: One of five possible date fields format: date-time searchlist1: type: object properties: id: type: string format: uuid name: type: string description: One of five possible searchlist fields. Currently the name of the dropdown item will not be displayed. searchlist2: type: object properties: id: type: string format: uuid name: type: string description: One of five possible searchlist fields. Currently the name of the dropdown item will not be displayed. searchlist3: type: object properties: id: type: string format: uuid name: type: string description: One of five possible searchlist fields. Currently the name of the dropdown item will not be displayed. searchlist4: type: object properties: id: type: string format: uuid name: type: string description: One of five possible searchlist fields. Currently the name of the dropdown item will not be displayed. searchlist5: type: object properties: id: type: string format: uuid name: type: string description: One of five possible searchlist fields. Currently the name of the dropdown item will not be displayed. description: The enabled optional fields. Duration: type: object properties: id: type: string format: uuid name: type: string basicPeriods: type: number timeSpanType: type: string inFirstLine: type: boolean inSecondLine: type: boolean Priority: type: object properties: id: type: string format: uuid name: type: string firstLineDuration: type: object properties: id: type: string format: uuid name: type: string secondLineDuration: type: object properties: id: type: string format: uuid name: type: string ProcessingStatus: type: object properties: id: type: string format: uuid name: type: string onHold: type: string processingState: type: string response: type: string default: type: boolean IncidentCategory: type: object properties: id: type: string format: uuid name: type: string IncidentSubcategory: type: object properties: id: type: string format: uuid name: type: string category: type: object properties: id: type: string format: uuid name: type: string TimeRegistration: type: object properties: id: type: string format: uuid timeSpent: type: integer description: Time spent in seconds. format: int64 notes: type: string status: "$ref": "#/schemas/IncidentStatus" entryDate: type: string format: date-time creationDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" operatorGroup: "$ref": "#/schemas/Searchlist" reason: "$ref": "#/schemas/Searchlist" parent: type: object properties: id: type: string format: uuid x-reporting: reference: Incident referencePath: incident reversePath: timeRegistrations status: "$ref": "#/schemas/IncidentStatus" creator: "$ref": "#/schemas/Searchlist" modifier: "$ref": "#/schemas/Searchlist" IncidentCreateBody: type: object properties: caller: "$ref": "#/schemas/CallerCreate" callerLookup: type: object properties: id: type: string format: uuid description: | Lookup value for filling in a registered caller's contact details. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. The caller is filled in automatically for persons. Examples: ``` "callerLookup" : { "id" : "<UUID>" } ``` or ``` "callerLookup" : { "email" : "email@domain.com" } ``` It is an error to provide more than one lookup value or to provide an empty callerLookup object. status: type: string description: 'Status of the incident. Can only be set by operators. ' default: firstLine enum: - firstLine - secondLine - partial briefDescription: maxLength: 80 type: string description: | Brief description. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. request: type: string description: | Initial request. The following html tags can be used to format the text: <ul> <li>&lt;i&gt;</li> <li>&lt;em&gt;</li> <li>&lt;b&gt;</li> <li>&lt;strong&gt;</li> <li>&lt;u&gt;</li> <li>&lt;img&gt; BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: &lt;img src="data:image/png;base64,iVBORw0KGgoAAA..."&gt;</li> <li>&lt;br&gt;</li> <li>&lt;h5&gt;</li> <li>&lt;h6&gt;</li> </ul> Can be set by operators and persons. action: type: string description: | Initial action. The following html tags can be used to format the text: <ul> <li>&lt;i&gt;</li> <li>&lt;em&gt;</li> <li>&lt;b&gt;</li> <li>&lt;strong&gt;</li> <li>&lt;u&gt;</li> <li>&lt;img&gt; BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: &lt;img src="data:image/png;base64,iVBORw0KGgoAAA..."&gt;</li> <li>&lt;br&gt;</li> <li>&lt;h5&gt;</li> <li>&lt;h6&gt;</li> </ul> Can be set by operators and persons. actionInvisibleForCaller: type: boolean description: | Whether the initial action is invisible for persons. Can only be set by operators. default: false entryType: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Entry type by id or name. Can only be set by operators. Example: ``` "entryType" : { "id" : "<UUID>" } ``` or ``` "entryType" : { "name" : "Name of Searchlist" } ``` callType: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: ``` "callType" : { "id" : "<UUID>" } ``` or ``` "callType" : { "name" : "Name of Searchlist" } ``` category: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Category by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. Example: ``` "category" : { "id" : "<UUID>" } ``` or ``` "category" : { "name" : "Name of Searchlist" } ``` subcategory: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Subcategory by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. If a subcategory is provided without a category, the corresponding category will be filled in automatically, unless there are multiple matching categories, in which case the request will fail. Examples: ``` "subcategory" : { "id" : "<UUID>" } ``` or ``` "subcategory" : { "name" : "Printer" } ``` externalNumber: maxLength: 60 type: string description: | External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. object: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Object by id or by name. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Examples: ``` "object" : { "id" : "<UUID>" } ``` or ``` "object" : { "name" : "OBJ001" } ``` If both object and location are given, object is set and location is ignored. location: type: object properties: id: type: string format: uuid description: | Location by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: ``` "location" : { "id" : "<UUID>" } ``` branch: type: object properties: id: type: string format: uuid description: | Branch (for Location) by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: ``` "branch" : { "id" : "<UUID>" } ``` mainIncident: type: object properties: id: type: string description: Either id or name can be used to specify incident format: uuid number: type: string description: Either name or id can be used to specify incident description: | Main incident id or number, required for creating a partial incident. This must be an open, unarchived second line incident and visible to the operator. It is an error to provide a main incident for non-partial incidents. Can only be set by operators. example: ``` "mainIncident" : { "id" : "<UUID>" } ``` or ``` "mainIncident" : { "number" : "I 1909 123" } ``` impact: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Impact by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: ``` "impact" : { "id" : "<UUID>" } ``` or ``` "impact" : { "name" : "Name of Searchlist" } ``` urgency: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Urgency by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: ``` "urgency" : { "id" : "<UUID>" } ``` or ``` "urgency" : { "name" : "Name of Searchlist" } ``` priority: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Priority by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Will be automatically filled in if you provide impact and/or urgency leading to a unique priority according to your priority matrix, and the same request doesn't provide a priority. For incidents with a linked SLA, if the priority provided cannot be found in the Service Level Priority List, the duration field of the incident will be emptied. Example: ``` "priority" : { "id" : "<UUID>" } ``` or ``` "priority" : { "name" : "Name of Searchlist" } ``` duration: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Duration by id or name. Can only be set by operators. Example: ``` "duration" : { "id" : "<UUID>" } ``` or ``` "duration" : { "name" : "Name of Searchlist" } ``` targetDate: type: string description: | Target date. Can only be set by operators. Example: ``` "targetDate" : "2015-11-15T14:00:00.000+0200" ``` The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000 format: date-time sla: type: object properties: id: type: string format: uuid description: | SLA by id. Can only be set by operators. Example: ``` "sla" : { "id" : "<UUID>" } ``` onHold: type: boolean description: | On hold. On hold date will be filled accordingly. Can only be set by operators. Example: ``` "onHold" : "true" ``` operator: type: object properties: id: type: string format: uuid description: | Operator by id. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. Example: ``` "operator": { "id": "<UUID>" } ``` operatorGroup: type: object properties: id: type: string format: uuid description: | Operator group by id. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: ``` "operatorGroup" : { "id" : "<UUID>" } ``` supplier: type: object properties: id: type: string format: uuid description: | Supplier by id. Can only be set by operators. Example: ``` "supplier" : { "id" : "<UUID>" } ``` processingStatus: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Processing status by id or name. Can only be set by operators. Example: ``` "processingStatus" : { "id" : "<UUID>" } ``` or ``` "processingStatus" : { "name" : "Name of Searchlist" } ``` responded: type: boolean description: | Whether the incident is responded. SLM-licence is needed. Can only be set by operators. When the setting "Status determines responded" is on, this will be filled automatically (manual setting is prohibited). responseDate: type: string description: | Response date. SLM-licence is needed. Can only be set by operators. Will automatically be set to current date if left out and "responded : true" is set. Example: ``` "responseDate" : "2015-11-15T14:00:00.000+0200" ``` The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000 format: date-time completed: type: boolean description: | Whether the incident is completed. Can only be set by operators. completedDate: type: string description: | Completed date. Can only be set by operators. Example: "completedDate" : "2018-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000 format: date-time closed: type: boolean description: | Whether the incident is closed. Can only be set by operators. For partials, will be ignored. The value of completed will be used instead. closedDate: type: string description: | Closed date. Can only be set by operators. For partials, will be ignored. The value of completedDate will be used instead. Example: "closedDate" : "2018-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000 format: date-time closureCode: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Closure code by id or name. Can only be set by operators. Example: ``` "closureCode" : { "id" : "<UUID>" } ``` or ``` "closureCode" : { "name" : "Name of Searchlist" } ``` costs: type: number description: | Costs. Can only be set by operators. Example: "costs" : "0.15" format: float example: 0.15 feedbackRating: type: number description: | Rate incident, only available for closed incidents. Can only be set by operators or the caller of the incident. Example: ``` "feedbackRating" : "5" ``` format: int32 example: 2 feedbackMessage: type: string description: | Leave feedback message on incident, only available for closed incidents and when feedbackRating is given. Can only be set by operators or the caller of the incident. Example: ``` "feedbackMessage" : "Nice!" ``` majorCall: type: boolean description: | Whether the incident is a major call. Can only be set by operators. majorCallObject: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Major call by id or number. Can only be set by operators. Example: ``` "majorCallObject" : { "id" : "<UUID>" } ``` or ``` "majorCallObject" : { "name" : "I 1909 123" } ``` publishToSsd: type: boolean description: | Whether the incident should be published in the Self Service Desk; only major incidents can be published. Can only be set by operators. optionalFields1: "$ref": "#/schemas/OptionalFields" optionalFields2: "$ref": "#/schemas/OptionalFields" externalLink: "$ref": "#/schemas/ExternalLink" DropdownCreate: type: object properties: id: type: string description: Id of item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of item. Either name or id can be used to specify item. IncidentUpdateBody: type: object properties: caller: "$ref": "#/schemas/CallerCreate" callerLookup: type: object properties: id: type: string format: uuid description: | Lookup value for filling in a registered caller's contact details. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. The caller is filled in automatically for persons. Examples: ``` "callerLookup" : { "id" : "<UUID>" } ``` or ``` "callerLookup" : { "email" : "email@domain.com" } ``` It is an error to provide more than one lookup value or to provide an empty callerLookup object. briefDescription: maxLength: 80 type: string description: | Brief description. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. request: type: string description: | Initial request. The following html tags can be used to format the text: <ul> <li>&lt;i&gt;</li> <li>&lt;em&gt;</li> <li>&lt;b&gt;</li> <li>&lt;strong&gt;</li> <li>&lt;u&gt;</li> <li>&lt;img&gt; BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: &lt;img src="data:image/png;base64,iVBORw0KGgoAAA..."&gt;</li> <li>&lt;br&gt;</li> <li>&lt;h5&gt;</li> <li>&lt;h6&gt;</li> </ul> Can be set by operators and persons. action: type: string description: | Initial action. The following html tags can be used to format the text: <ul> <li>&lt;i&gt;</li> <li>&lt;em&gt;</li> <li>&lt;b&gt;</li> <li>&lt;strong&gt;</li> <li>&lt;u&gt;</li> <li>&lt;img&gt; BASE64-encoding has to be used. Only pictures up to the size of 450x450 pixels are supported. Allowed picture-formats: gif, png, bmp, pcx, iff, ras, pnm, psd, jpg. Example: &lt;img src="data:image/png;base64,iVBORw0KGgoAAA..."&gt;</li> <li>&lt;br&gt;</li> <li>&lt;h5&gt;</li> <li>&lt;h6&gt;</li> </ul> Can be set by operators and persons. actionInvisibleForCaller: type: boolean description: | Whether the initial action is invisible for persons. Can only be set by operators. default: false entryType: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Entry type by id or name. Can only be set by operators. Example: ``` "entryType" : { "id" : "<UUID>" } ``` or ``` "entryType" : { "name" : "Name of Searchlist" } ``` callType: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: ``` "callType" : { "id" : "<UUID>" } ``` or ``` "callType" : { "name" : "Name of Searchlist" } ``` callDate: type: string description: | The date when this call was registed. Usually that's the same as when the incident was created, but it can be useful to change it e.g. when registering a call that came in yesterday. Example: ``` "callDate" : "2015-11-15T14:00:00.000+0200" ``` format: date-time category: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Call type by id or name. Can be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: ``` "callType" : { "id" : "<UUID>" } ``` or ``` "callType" : { "name" : "Name of Searchlist" } ``` subcategory: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Subcategory by id or name. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. It is an error to provide both an id and a name. If a subcategory is provided without a category, the corresponding category will be filled in automatically, unless there are multiple matching categories, in which case the request will fail. Examples: ``` "subcategory" : { "id" : "<UUID>" } ``` or ``` "subcategory" : { "name" : "Printer" } ``` externalNumber: maxLength: 60 type: string description: | External number. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. object: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Object by id or by name. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Examples: ``` "object" : { "id" : "<UUID>" } ``` or ``` "object" : { "name" : "OBJ001" } ``` If both object and location are given, object is set and location is ignored. location: type: object properties: id: type: string format: uuid description: | Location by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: ``` "location" : { "id" : "<UUID>" } ``` branch: type: object properties: id: type: string format: uuid description: | Branch (for Location) by id. Can only be set by operators. For partial incidents, this field is determined by the main incident and will give an error if provided in the request. Example: ``` "branch" : { "id" : "<UUID>" } ``` impact: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Impact by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: ``` "impact" : { "id" : "<UUID>" } ``` or ``` "impact" : { "name" : "Name of Searchlist" } ``` urgency: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Urgency by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Example: ``` "urgency" : { "id" : "<UUID>" } ``` or ``` "urgency" : { "name" : "Name of Searchlist" } ``` priority: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Priority by id or name. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Will be automatically filled in if you provide impact and/or urgency leading to a unique priority according to your priority matrix, and the same request doesn't provide a priority. For incidents with a linked SLA, if the priority provided cannot be found in the Service Level Priority List, the duration field of the incident will be emptied. Example: ``` "priority" : { "id" : "<UUID>" } ``` or ``` "priority" : { "name" : "Name of Searchlist" } ``` duration: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Duration by id or name. Can only be set by operators. Example: ``` "duration" : { "id" : "<UUID>" } ``` or ``` "duration" : { "name" : "Name of Searchlist" } ``` targetDate: type: string description: | Target date. Can only be set by operators. Example: ``` "targetDate" : "2015-11-15T14:00:00.000+0200" ``` The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000 format: date-time sla: type: object properties: id: type: string format: uuid description: | SLA by id. Can only be set by operators. Example: ``` "sla" : { "id" : "<UUID>" } ``` onHold: type: boolean description: | On hold. On hold date will be filled accordingly. Can only be set by operators. Example: ``` "onHold" : "true" ``` operator: type: object properties: id: type: string format: uuid description: | Operator by id. Can only be set by operators. For partials, if not provided, will be automatically copied from the main incident. Example: ``` "operator": { "id": "<UUID>" } ``` operatorGroup: type: object properties: id: type: string format: uuid description: | Operator group by id. Can be set by operators. For partials, if not provided, will be automatically copied from the main incident. Can be set by persons only when the appropriate setting for the new call form is checked. Example: ``` "operatorGroup" : { "id" : "<UUID>" } ``` supplier: type: object properties: id: type: string format: uuid description: | Supplier by id. Can only be set by operators. Example: ``` "supplier" : { "id" : "<UUID>" } ``` processingStatus: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Processing status by id or name. Can only be set by operators. Example: ``` "processingStatus" : { "id" : "<UUID>" } ``` or ``` "processingStatus" : { "name" : "Name of Searchlist" } ``` responded: type: boolean description: | Whether the incident is responded. SLM-licence is needed. Can only be set by operators. When the setting "Status determines responded" is on, this will be filled automatically (manual setting is prohibited). responseDate: type: string description: | Response date. SLM-licence is needed. Can only be set by operators. Will automatically be set to current date if left out and "responded : true" is set. Example: ``` "responseDate" : "2015-11-15T14:00:00.000+0200" ``` The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000 format: date-time completed: type: boolean description: | Whether the incident is completed. Can only be set by operators. completedDate: type: string description: | Completed date. Can only be set by operators. Example: "completedDate" : "2018-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000 format: date-time closed: type: boolean description: | Whether the incident is closed. Can only be set by operators. For partials, will be ignored. The value of completed will be used instead. closedDate: type: string description: | Closed date. Can only be set by operators. For partials, will be ignored. The value of completedDate will be used instead. Example: "closedDate" : "2018-11-15T14:00:00.000+0200" The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2018-10-28T10:30:00.000 is equivalent to 2018-10-28T10:30:00.000+0000 format: date-time closureCode: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Closure code by id or name. Can only be set by operators. Example: ``` "closureCode" : { "id" : "<UUID>" } ``` or ``` "closureCode" : { "name" : "Name of Searchlist" } ``` costs: type: number description: | Costs. Can only be set by operators. Example: "costs" : "0.15" format: float example: 0.15 feedbackRating: type: number description: | Rate incident, only available for closed incidents. Can only be set by operators or the caller of the incident. Example: ``` "feedbackRating" : "5" ``` format: int32 example: 2 feedbackMessage: type: string description: | Leave feedback message on incident, only available for closed incidents and when feedbackRating is given. Can only be set by operators or the caller of the incident. Example: ``` "feedbackMessage" : "Nice!" ``` majorCall: type: boolean description: | Whether the incident is a major call. Can only be set by operators. majorCallObject: type: object properties: id: type: string description: Id of the item. Either id or name can be used to specify item. format: uuid name: type: string description: Name of the item. Either name or id can be used to specify item. description: | Major call by id or number. Can only be set by operators. Example: ``` "majorCallObject" : { "id" : "<UUID>" } ``` or ``` "majorCallObject" : { "name" : "I 1909 123" } ``` publishToSsd: type: boolean description: | Whether the incident should be published in the Self Service Desk; only major incidents can be published. Can only be set by operators. optionalFields1: "$ref": "#/schemas/OptionalFields" optionalFields2: "$ref": "#/schemas/OptionalFields" externalLink: "$ref": "#/schemas/ExternalLink" ExternalLink: type: object properties: id: type: string format: uuid type: type: string description: | Integer (supplied as string) to identify the external system by. Can only be set by operators. Needs to be supplied together with a valid id in order to create a link. Example: "externalLink" : { "id" : "identifier-of-external-system", "type" : "11" } date: type: string description: | Date of the last synchronization. Can only be set by operators. Example: "externalLink" : { "id" : "identifier-of-external-system", "type" : "11" , "date" : "2018-09-17T17:36:00" } format: datae-time CallerCreate: type: object properties: branch: type: object properties: id: type: string format: uuid description: | The caller branch by id. Can only be set by operators. Example: ``` "caller" : { "branch" : { "id" : "<UUID>" }} ``` dynamicName: maxLength: 109 type: string description: | Dynamic Name of the caller. Can only be set by operators. Can only be changed for unregistered callers. Example: ``` "caller" : { "dynamicName" : "Ginneken, Erik van" } ``` phoneNumber: maxLength: 25 type: string description: | Phone number of the caller. Can only be set by operators. Example: ``` "caller" : { "phoneNumber" : "123 456" } ``` mobileNumber: maxLength: 25 type: string description: | Mobile phone number of the caller. Can only be set by operators. Example: ``` "caller" : { "mobileNumber" : "123 456" } ``` email: maxLength: 100 type: string description: | Email of the caller. Can only be set by operators. Example: ``` "caller" : { "email" : "erikg@topdesk.com" } ``` department: type: object properties: id: type: string description: Either id or name can be used to specify department. format: uuid name: type: string description: Either name or id can be used to specify department. description: | Department of the caller by id or name. Can only be set by operators. Example: ``` "caller" : { "department" : { "id" : "<UUID>" }} ``` or ``` "department" : { "name" : "Name of Searchlist" } ``` location: type: object properties: id: type: string format: uuid description: | Location of the caller by id. Can only be set by operators. Example: ``` "caller" : { "location" : { "id" : "<UUID>" } ``` budgetHolder: type: object properties: id: type: string description: Either id or name can be used to specify budgetHolder. format: uuid name: type: string description: Either name or id can be used to specify budgetHolder. description: | Budget holder of the caller by id or name. Can only be set by operators. Example: ``` "caller" : { "budgetHolder" : { "id" : "<UUID>" } ``` or ``` "budgetHolder" : { "name" : "Name of Searchlist" } ``` personExtraFieldA: type: object properties: id: type: string description: Either id or name can be used to specify personExtraFieldA. format: uuid name: type: string description: Either name or id can be used to specify personExtraFieldA. description: | Person extra field a of the caller by id or name. Can only be set by operators. Example: ``` "caller" : { "personExtraFieldA" : { "id" : "<UUID>" } ``` or ``` "personExtraFieldA" : { "name" : "Name of Searchlist" } ``` personExtraFieldB: type: object properties: id: type: string description: Either id or name can be used to specify personExtraFieldB. format: uuid name: type: string description: Either name or id can be used to specify personExtraFieldB. description: | Person extra field b of the caller by id or name. Can only be set by operators. Example: ``` "caller" : { "personExtraFieldB" : { "id" : "<UUID>" } ``` or ``` "personExtraFieldB" : { "name" : "Name of Searchlist" } ``` description: | ``` Using the caller parameter to fill in a registered caller is deprecated, use the callerLookup parameter instead. ``` The caller contact details for this incident. Can only be set by operators. Cannot be provided for partials as its automatically copied from the main incident. Is filled in automatically for persons and when the callerLookup parameter is provided. To fill in an unregistered caller, fill in the caller's name: ``` "caller" : { "dynamicName" : "Firstname Lastname" } ``` It is an error to provide both a name and a registered caller. ProgressTrail: type: object properties: id: type: string format: uuid memoText: type: string description: '_NOTE_: only for text ' flag: type: number description: '_NOTE_: only for text ' invisibleForCaller: type: boolean description: '_NOTE_: only for text ' entryDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" person: "$ref": "#/schemas/Searchlist" fileName: type: string description: '_NOTE_: only for attachment ' downloadUrl: type: string description: '_NOTE_: only for attachment ' size: type: number description: '_NOTE_: only for attachment ' format: int32 user: "$ref": "#/schemas/Searchlist" title: type: string description: '_NOTE_: only for Email ' sender: type: string description: '_NOTE_: only for Email ' plainText: type: string description: '_NOTE_: only for text ' creationDate: type: string description: '_NOTE_: only for text ' format: date-time Attachment: type: object properties: id: type: string format: uuid invisibleForCaller: type: boolean description: '_NOTE_: only available for operators ' entryDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" person: "$ref": "#/schemas/Searchlist" fileName: type: string downloadUrl: type: string description: '_NOTE_: only for attachment ' size: type: number format: int32 description: type: string example: Photo of screen Request: type: object properties: id: type: string format: uuid memoText: type: string description: '_NOTE_: only for text ' plainText: type: string description: '_NOTE_: only for text ' flag: type: number description: '_NOTE_: only for text ' entryDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" person: "$ref": "#/schemas/Searchlist" creationDate: type: string description: '_NOTE_: only for text ' format: date-time Action: type: object properties: id: type: string format: uuid memoText: type: string description: '_NOTE_: only for text ' plainText: type: string description: '_NOTE_: only for text ' flag: type: number description: '_NOTE_: only for text ' invisibleForCaller: type: boolean description: '_NOTE_: only for text ' entryDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" person: "$ref": "#/schemas/Searchlist" creationDate: type: string description: '_NOTE_: only for text ' format: date-time TimeSpent: type: object properties: id: type: string format: uuid timeSpent: type: integer description: Time spent in minutes format: int64 notes: type: string status: type: number format: int32 entryDate: type: string format: date-time creationDate: type: string format: date-time operator: "$ref": "#/schemas/Searchlist" operatorGroup: "$ref": "#/schemas/Searchlist" reason: "$ref": "#/schemas/Searchlist" CreateTimeSpent: required: - timeSpent type: object properties: timeSpent: type: integer description: | Time spent in minutes. Can be negative as long as the total registered time on the incident does not go below 0. Can not be 0. Example: `"timeSpent": 30` format: int64 notes: maxLength: 250 type: string description: | Notes for the entry of registered time spent Example: `"notes": "Took a bit longer to find a patch than expected."` entryDate: type: string description: | Date for when the time spent should be registered. If not set, will be set to the current time. Example: `"entryDate": : "2015-11-15T14:00:00.000+0200"` The given time offset will be used. Without a given offset Zulu/UTC time will be assumed. E.g. 2015-10-28T10:30:00.000 is equivalent to 2015-10-28T10:30:00.000+0000 format: date-time operator: type: object properties: id: type: string format: uuid description: | Operator by id. If operator group and operator id is not set, currently logged in operator will be used. Example: `"operator" : { "id" : "<UUID>" }` operatorGroup: type: object properties: id: type: string format: uuid description: | Operator group by id. Must match with the specified operator. If no operator specified, operator group will also be set as the operator. Example: `"operatorGroup" : { "id" : "<UUID>" }` reason: type: object properties: id: type: string format: uuid name: type: string description: | The reason for the time spent by name or id. If id is set the name will be ignored. Example: `"reason" : { "id" : "<UUID>" }` or `"reason" : { "name" : "Normal tariff" }` SlaService: type: object properties: id: type: string description: The id of the SLA service. This is the value you need to link a SLA to an incident while creating or updating it. format: uuid contractId: type: string format: uuid contractName: type: string contractSequenceNumber: type: string serviceId: type: string format: uuid serviceName: type: string serviceLevelId: type: string format: uuid serviceLevelName: type: string IncidentStatus: type: object enum: - firstLine - secondLine - partial - firstLineArchived - secondLineArchived - partialArchived -