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\nSummary
\nUse Requests to keep track of and stay on top of employee requests. Employees can raise requests with the AI Assistant’s help either in a public channel or by DMing the Assistant. If you’ve ever found the process of routing employees from DMs to service desk forms futile, you’re in the right place.
\nAtomicwork is built for all teams that regularly assist employees - IT teams that work on service requests, HR teams that field onboarding and compensation questions, Legal desk that gets contract questions, Finance Ops teams that work out payroll issues, and more. Use the AI Assistant to provide instant answers to frequently asked questions so your team can focus on the hard problems.
\nAPI Endpoints
\n\n\nDescription: Retrieve a list of service item categories within a workspace.
\nHTTP Method: GET
\nURL Path: /workspaces/{workspaceId}/service-catalog/categories
\nAuthentication Required: Yes
\nPermissions Required: User must have view_categories permission.
\n
\nSummary
\nThis endpoint retrieves a paginated list of service item categories within a workspace. The response includes details such as category ID, name, description, order, and creation/update timestamps.
\nRequest Parameters
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \n
\n\n\n\n| workspaceId | \ninteger | \nYes | \nThe workspace ID | \n
\n\n| page | \ninteger | \nYes | \nThe page number | \n
\n\n| per_page | \ninteger | \nNo | \nNumber of items per page | \n
\n\n| search_key | \nstring | \nNo | \nSearch keyword for categories | \n
\n\n
\n
Request Body
\nThis endpoint does not require a request body.
\n\n\nDescription: Retrieve a paginated list of service items in a category within a workspace.
\nHTTP Method: GET
\nURL Path: /workspaces/{workspaceId}/service-catalog/{categoryId}/items
\nAuthentication Required: Yes
\nPermissions Required: None
\n
\nSummary
\nThis endpoint retrieves a paginated list of service items within a specified category in a workspace. The response includes details such as item ID, name, description, category, image, tags, user segments, and creation/update timestamps.
\nRequest Parameters
\n\n\n\n| Name | \nIn | \nType | \nRequired | \nDefault | \nConstraints | \nDescription | \n
\n\n\n\n| workspaceId | \npath | \ninteger | \ntrue | \nN/A | \nN/A | \nThe ID of the workspace | \n
\n\n| categoryId | \npath | \ninteger | \ntrue | \nN/A | \nN/A | \nThe ID of the category | \n
\n\n| page | \nquery | \ninteger | \ntrue | \n1 | \n[1, 100] | \nThe page number to retrieve | \n
\n\n| per_page | \nquery | \ninteger | \nfalse | \n25 | \n[1, 100] | \nThe number of items to retrieve per page | \n
\n\n| search_key | \nquery | \nstring | \nfalse | \nN/A | \nMin length: 2 | \nThe search key to filter items by | \n
\n\n
\n
Request Body
\nThis endpoint does not require a request body.
\n\n\nDescription: Retrieve the request fields applicable (visible) to the current user.
\nHTTP Method: GET
\nURL Path: /forms/requests
\nAuthentication Required: Yes
\nPermissions Required: None
\n
\nRequest Parameters
\n\nrequest_form_type (string, Required):
\n\nThe type of request form.
\nAllowed values: QUESTION_REQUEST, INCIDENT_REQUEST, SERVICE_REQUEST, PROBLEM_REQUEST.
\n
\nrequest_type (string, Required):
\n\nworkspace_id (integer, Required):
\n\nrequest_id (string, Required):
\n\n- The request display ID.
\n
\nservice_item_ids (array of integers, optional):
\n\n- The service item IDs if a service request is being created.
\n
\n
\nError Response
\n\nStatus: 400 Bad Request
\n\n- Example:
{\"error\": \"Invalid request type\"} \n
\nStatus: 401 Unauthorized
\n\n- Example:
{\"error\": \"Authentication required\"} \n
\nStatus: 403 Forbidden
\n\n- Example:
{\"error\": \"Insufficient permissions\"} \n
\n
\n\nAPI Endpoint: /requests
\nHTTP Method: POST
\nSummary:
\nCreate a new request in the system. The type of request (general, service, or incident, problem) is determined by the request_type field in the request body.
\nRequest Body:
\nRequired: application/json
\n\n- { \"request_type\": \"REQUEST\", \"request_source\": \"PORTAL\", \"description\": \"Need access to project X files\", \"status\": \"open\", \"priority\": \"high\", \"subject\": \"Access Request\", \"workspace_id\": 101}
\n
\nPolymorphism:
\nThe API endpoint /requests uses the request_type discriminator to handle polymorphic request types:
\n\nREQUEST: General request.
\nINCIDENT: Incident-specific fields like impact and urgency.
\nSERVICE_REQUEST: Service request with item-specific data.
\n
\nCreate Service Request:
\nHTTP Method: POST
\nSummary:
\nCreate a new service request in the system. This needs the id of the ser
\nRequest Body:
\nRequired: application/json
\n\n- { \"request_type\": \"REQUEST\", \"request_source\": \"PORTAL\", \"description\": \"Need access to project X files\", \"status\": \"open\", \"priority\": \"high\", \"subject\": \"Access Request\", \"workspace_id\": 101}
\n
\n\n\nDescription: This endpoint retrieves a list of requests within a specified workspace, filtered by various criteria such as item types or statuses. It supports sorting and pagination.
\nHTTP Method: POST
\nURL Path: /workspaces/{workspace_id}/requests/list
\nAuthentication Required: Yes
\nPermissions Required: Users need read access to the workspace.
\n
\nRequest Parameters
\n\nworkspace_id (path): Required, integer, identifies the workspace.
\nfilter_name (query): Required, string, specifies the filter name. Ex: unassigned.
\nsort_order (query): Optional, string, determines the order of returned requests. Allowed values, CREATED_AT_DESC, CREATED_AT_ASC, UPDATED_AT_DESC, SLA_DUE_AT_DESC, SLA_DUE_AT_ASC
\npage (query): Required, integer, specifies the page number.
\nper_page (query): Optional, integer, number of items per page.
\n
\n\n\nDescription: Retrieves the count of workspace requests filtered by specified criteria. This is useful for generating reports or dashboards that monitor request volumes.
\nHTTP Method: POST
\nURL Path: /workspaces/{workspace_id}/requests/list/count
\nAuthentication Required: Yes
\nPermissions Required: User must have access to the specified workspace and the ability to view request counts.
\n
\nRequest Parameters
\n\nworkspace_id (path): integer, required. The unique identifier of the workspace.
\nfilter_name (query): string, required, min length: 3, max length: 40. The name of the filter to apply when counting requests.
\n
\n\n\nDescription: This endpoint retrieves a list of request views available to the user based on the specified workspace or group criteria.
\nHTTP Method: GET
\nURL Path: /requests/views
\nAuthentication Required: Yes
\nPermissions Required: User must have permissions to access request views within the specified workspace.
\n
\nRequest Parameters
\n\nworkspace_id (integer, optional): The ID of the workspace to filter views.
\ngroup_name (string, required): Specifies the group name to filter the views.
\n
\n\n\nDescription: This endpoint allows users to retrieve a list of priority options for requests within a specified workspace.
\nHTTP Method: GET
\nURL Path: /workspaces/{workspaceId}/requests/priority-options
\nAuthentication Required: Yes
\nPermissions Required: User must have permission to access the specified workspace's data.
\n
\nRequest Parameters
\n\n- workspaceId (required, integer): The unique identifier of the workspace.
\n
\nRequest Body
\n\n- This endpoint does not require a body.
\n
\n\nGET /requests/{requestId}
\n\nDescription: Retrieve the details of a specific request by ID.
\nHTTP Method: GET
\nURL Path: /requests/{requestId}
\nAuthentication Required: Yes
\nPermissions Required: User must have read access to the request.
\n
\nRequest Parameters
\n\n- requestId (string) - Required. The unique identifier of the request.
\n
\n\n\n\nDescription: Retrieve the assessment form for a specific problem.
\nHTTP Method: GET
\nURL Path: /problems/{problemID}/assessment-form
\nAuthentication Required: Yes
\nPermissions Required: User must have access to the problem and its assessment form.
\n
\nRequest Parameters
\n\n- problemID (string) - Required. The unique identifier of the problem.
\n
\n\nGET /problems/{problemId}/tasks
\n\nDescription: Retrieve a list of tasks associated with a specific problem.
\nHTTP Method: GET
\nURL Path: /problems/{problemId}/tasks
\nAuthentication Required: Yes
\nPermissions Required: User must have access to the problem and its associated tasks.
\n
\nRequest Parameters
\n\n- problemID (string) - Required. The unique identifier of the problem.
\n
\n\nPOST /problems/{problemId}/tasks
\n\nDescription: Create a new task associated with a specific problem.
\nHTTP Method: POST
\nURL Path: /problems/{problemId}/tasks
\nAuthentication Required: Yes
\nPermissions Required: User must have access to the problem and permission to create tasks.
\n
\nRequest Parameters
\n\n- problemID (string) - Required. The unique identifier of the problem.
\n
\n\nGET /assets/users/{userId}/list
\n\nDescription: Retrieve a list of assets associated with a specific user.
\nHTTP Method: GET
\nURL Path: /assets/users/{userId}/list
\nAuthentication Required: Yes
\nPermissions Required: User must have access to the user's assets.
\n
\nRequest Parameters
\n\n- userId (string) - Required. The unique identifier of the user.
\n
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\nThis API endpoint allows you to upload attachments for various entities in the system.
\n\nUpload a file attachment and associate it with a specific entity type.
\nEndpoint
\nPOST /api/v1/attachments
\n\n\n\n\n| Name | \nRequired | \nDescription | \n
\n\n\n\n| x-api-key | \nYes | \nYour API key for authentication | \n
\n\n
\n
Request Parameters
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \n
\n\n\n\n| file | \nFile | \nYes | \nThe file to be uploaded | \n
\n\n| entity_type | \nString | \nYes | \nThe type of entity to associate the attachment with | \n
\n\n
\n
Supported Entity Types
\n\nREQUEST - For request attachments
\nREQUEST_NOTES - For request notes attachments
\nSERVICE_ITEM - For service item attachments
\nCHANGE - For change attachments
\nCHANGE_NOTES - For change notes attachments
\n
\nExample Request
\ncurl --location 'https://example.com/api/v1/attachments' \\\n--header 'x-api-key: <API_KEY>' \\\n--form 'file=@\"/Users/manjunathch/Desktop/Screenshot 2025-03-26 at 9.01.11 PM.png\"' \\\n--form 'entity_type=\"REQUEST_NOTES\"'\n\n
Response
\nUse the id returned in the response to associate the attachment with the entity.
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\nSummary
\nChange management ensures that organizational changes are implemented smoothly, minimizing disruptions and maximizing benefits. It involves preparing, supporting, and helping individuals and teams adapt to new processes, technologies, and strategies.
\nHere's how you can manage change control processes in Atomicwork.The Change Management Service API allows you to manage change requests and approvals within your organization.
\nAPI Endpoints
\n\n\nMethod: POST
\nURL: change-management/changes
\nDescription: Creates a new change request.
\nAuthentication: Required
\nPermissions: Any authenticated workspace agent or workspace owner.
\ncontentType: application/json
\n
\nSummary
\nThe create change request endpoint allows workspace agent or admin to create a new change request by specifying the change template and providing relevant details. here the change template is a predefined template that contains the required fields and information for the change request.
\nRequest Body
\n\n- contentType: application/json
\n
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| change_template | \nNumber | \nYes | \nID of the change template | \n-- | \n
\n\n| subject | \nString | \nYes | \nSubject of the change request | \n-- | \n
\n\n| description | \nString | \nNo | \nDescription of the change request | \n-- | \n
\n\n| template_fields | \nObject | \nNo | \nObject containing template fields | \n-- | \n
\n\n| requester | \nNumber | \nYes | \nID of the requester | \n-- | \n
\n\n| agent_group | \nNumber | \nNo | \nID of the agent group | \n-- | \n
\n\n| change_type | \nString | \nYes | \nType of change request | \nNormal, Standard, Emergency | \n
\n\n| status | \nString | \nYes | \nStatus of the change request | \nOpen, Closed | \n
\n\n| priority | \nString | \nYes | \nPriority of the change request | \nLow, Medium, High, Urgent | \n
\n\n| urgency | \nString | \nYes | \nUrgency of the change request | \nLow, Medium, High, Urgent | \n
\n\n| impact | \nString | \nYes | \nImpact of the change request | \nLow, Medium, High ,Urgent | \n
\n\n| planned_change_start_date | \nDate | \nNo | \nPlanned start date of the change request | \n-- | \n
\n\n| planned_change_completion_date | \nDate | \nNo | \nPlanned completion date of the change request | \n-- | \n
\n\n| actual_change_start_date | \nDate | \nNo | \nActual start date of the change request | \n-- | \n
\n\n| actual_change_completion_date | \nDate | \nNo | \nActual completion date of the change request | \n-- | \n
\n\n| custom_fields | \nObject | \nNo | \nObject containing custom fields | \n-- | \n
\n\n
\n
\nMethod: GET
\nPath: change-management/changes/{display_id}
\nDescription: Retrieves details of a specific change by its ID.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to view the change.
\ncontentType: application/json
\nParameters: display_id (This is change Display ID)
\n
\n\n\nMethod: PATCH
\nPath: change-management/changes/{display_id}
\nDescription: Updates a specific change by its ID.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to update the change.
\ncontentType: application/json
\nParameters: display_id (This is change Display ID)
\nRequest Body: JSON object containing the fields to be updated.
\n
\nsummary
\nThe patch change endpoint allows workspace agent or admin to update a change request by change display id.
\nRequest Body
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| subject | \nString | \nYes | \nSubject of the change request | \n-- | \n
\n\n| description | \nString | \nNo | \nDescription of the change request | \n-- | \n
\n\n| template_fields | \nObject | \nNo | \nObject containing template fields | \n-- | \n
\n\n| agent_group | \nNumber | \nNo | \nID of the agent group | \n-- | \n
\n\n| change_type | \nString | \nYes | \nType of change request | \nNormal, Standard, Emergency | \n
\n\n| status | \nString | \nYes | \nStatus of the change request | \nOpen, Closed | \n
\n\n| priority | \nString | \nYes | \nPriority of the change request | \nLow, Medium, High, Urgent | \n
\n\n| urgency | \nString | \nYes | \nUrgency of the change request | \nLow, Medium, High, Urgent | \n
\n\n| impact | \nString | \nYes | \nImpact of the change request | \nLow, Medium, High ,Urgent | \n
\n\n| planned_change_start_date | \nDate | \nNo | \nPlanned start date of the change request | \n-- | \n
\n\n| planned_change_completion_date | \nDate | \nNo | \nPlanned completion date of the change request | \n-- | \n
\n\n| actual_change_start_date | \nDate | \nNo | \nActual start date of the change request | \n-- | \n
\n\n| actual_change_completion_date | \nDate | \nNo | \nActual completion date of the change request | \n-- | \n
\n\n| custom_fields | \nObject | \nNo | \nObject containing custom fields | \n-- | \n
\n\n| external_id | \nString | \nNo | \nExternal ID of the change | \n-- | \n
\n\n| external_source | \nString | \nNo | \nExternal source of the change | \nSNOW | \n
\n\n
\n
\nMethod: POST
\nPath: change-management/changes/{display_id}/trash
\nDescription: Moves a specific change to the trash.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to move the change to trash.
\ncontentType: application/json
\nParameters: display_id (This is change Display ID)
\n
\n\nCreate Change Request with attachments using multi-part form data
\n\nMethod: POST
\nPath: change-management/changes/create-with-files
\nDescription: Creates a new change request with attachments.
\nAuthentication: Required
\nPermissions: Any authenticated workspace agent or workspace owner.
\ncontentType: multipart/form-data
\n
\nRequest Body
\n\n- contentType: multipart/form-data
\n
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| change_template | \nNumber | \nYes | \nID of the change template | \n-- | \n
\n\n| subject | \nString | \nYes | \nSubject of the change | \n-- | \n
\n\n| description | \nString | \nNo | \nDescription of the change | \n-- | \n
\n\n| template_fields | \nObject | \nNo | \nObject containing template fields | \n-- | \n
\n\n| requester | \nNumber | \nYes | \nID of the requester | \n-- | \n
\n\n| agent_group | \nNumber | \nNo | \nID of the agent group | \n-- | \n
\n\n| assignee | \nNumber | \nNo | \nID of the assignee | \n-- | \n
\n\n| priority | \nString | \nNo | \nPriority of the change | \nLOW, MEDIUM, HIGH, URGENT | \n
\n\n| status | \nString | \nNo | \nStatus of the change request | \nOpen, Pending, Closed | \n
\n\n| urgency | \nString | \nNo | \nUrgency of the change | \nLOW, MEDIUM, HIGH, URGENT | \n
\n\n| impact | \nString | \nNo | \nImpact of the change | \nLOW, MEDIUM, HIGH, URGENT | \n
\n\n| planned_change_start_date | \nDate | \nNo | \nPlanned start date of the change | \n-- | \n
\n\n| planned_change_end_date | \nDate | \nNo | \nPlanned end date of the change | \n-- | \n
\n\n| actual_change_start_date | \nDate | \nNo | \nActual start date of the change | \n-- | \n
\n\n| actual_change_end_date | \nDate | \nNo | \nActual end date of the change | \n-- | \n
\n\n| custom_fields | \nObject | \nNo | \nObject containing custom fields | \n-- | \n
\n\n| attachments | \nFile | \nNo | \nAttachments of the change | \n-- | \n
\n\n| change_type | \nString | \nNo | \nType of change request | \nNormal, Standard, Emergency | \n
\n\n| external_id | \nString | \nNo | \nExternal ID of the change | \n-- | \n
\n\n| external_source | \nString | \nNo | \nExternal source of the change | \n-- | \n
\n\n
\n
Error Response
\nPossible error responses include:
\n\n401 Unauthorized: Invalid or missing authentication
\n404 Not Found: Change with the specified ID not found
\n500 Internal Server Error: Unexpected server error
\n
\n\nAdd notes or comments to an existing change request.
\nFor adding attachments to the change, you need to use the attachments API first and then use the returned attachment ID in the notes API.
\nEndpoint
\nHere change_id is the display ID of the change request.
\n\n\n\n\n| Name | \nRequired | \nDescription | \n
\n\n\n\n| x-api-key | \nYes | \nYour API key for authentication | \n
\n\n| Content-Type | \nYes | \nMust be application/json | \n
\n\n
\n
Request Parameters
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| user_id | \nInteger | \nYes | \nID of the user adding the note | \n | \n
\n\n| is_private | \nBoolean | \nNo | \nWhether the note is private (default: false) | \n | \n
\n\n| description | \nString | \nYes | \nContent of the note (supports HTML) | \n | \n
\n\n| source | \nString | \nNo | \nSource of the note | \nAPI, PORTAL | \n
\n\n| mentions | \nArray | \nNo | \nList of user mentions | \n | \n
\n\n| attachments | \nArray | \nNo | \nList of attachment IDs to associate with the note | \n | \n
\n\n
\n
API Endpoints
\nThis documentation covers the API endpoints for creating and updating requests, will list all the fields available along with there Option Uri or options.
\n\n\nMethod: GET
\nPath: /forms/requests
\nDescription: Get the request form based on the request type.
\nAuthentication: Required
\nPermissions: Any authenticated user
\ncontentType: application/json
\n
\nSummary
\nThe Get Request Form endpoint allows users to retrieve the form data for creating or updating requests based on the request type.
\nRequest Body
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \n
\n\n\n\n| request_type | \nString | \nYes | \nType of request to create | \n
\n\n| catalog_item_ids | \nLong | \nNo | \nTo be provided if the request type is SERVICE_REQUEST OR INCIDENT with Form | \n
\n\n| request_id | \nLong | \nNo | \nSource of the request | \n
\n\n| workspace_id | \nLong | \nNo | \nRequired in case of there is no catalogue or incident form attached | \n
\n\n
\n
Note : Either catalog_item_ids or workspace_id is required in case of creating a request.
\n\n\nStatus Code: 200 OK
\nResponse Body:
\n\n- [ { \"default\": false, \"id\": 859, \"label\": \"Manjunath CH\", \"value\": \"859\", \"deactivated\": false }, { \"default\": false, \"id\": 860, \"label\": \"Manjunath CH\", \"value\": \"860\", \"deactivated\": false } ]```
\n
\n
\nError Response
\nPossible error responses include: 400 Bad Request: Invalid or missing request parameters 401 Unauthorized: Invalid or missing authentication 404 Not Found: Specified workspace or category not found 429 Too Many Requests: Rate limit exceeded 500 Internal Server Error: Unexpected server error
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\nSummary
\nV2 API is to support the creation of requests with additional features like attachments, custom fields, and more. This documentation covers the API endpoints for managing requests.
Major features include: Multi-part form data support for file uploads, Custom fields in JSON format, and more.
\nAPI Endpoints
\n\n\nMethod: POST
\nPath: requests/v2/create
\nDescription: Creates a new request based on the request type.
\nAuthentication: Required
\nPermissions: Any authenticated user
\ncontentType: multipart/form-data
\n
\nSummary
\nThe create request endpoint allows users to create a new request by specifying the request type and providing relevant details. The request type determines the behavior and processing of the request within the system.
\nRequest Body
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| request_type | \nString | \nYes | \nType of request to create | \nREQUEST, INCIDENT, SERVICE_REQUEST, PROBLEM | \n
\n\n| subject | \nString | \nYes | \nSubject of the request | \n | \n
\n\n| request_source | \nString | \nNo | \nSource of the request | \nWEB, EMAIL, PHONE, CHAT, OTHER | \n
\n\n| description | \nString | \nNo | \nDescription of the request | \n | \n
\n\n| status | \nString | \nNo | \nStatus of the request(Available Status in workspace) | \nOPEN, IN_PROGRESS, RESOLVED, CLOSED | \n
\n\n| priority | \nString | \nNo | \nPriority of the request (Available Status in workspace) | \nLOW, MEDIUM, HIGH, URGENT | \n
\n\n| parent_display_id | \nNumber | \nNo | \nID of the parent request | \n | \n
\n\n| agent_group | \nNumber | \nNo | \nID of the agent group | \n | \n
\n\n| assignee | \nNumber | \nNo | \nID of the assignee | \n | \n
\n\n| workspace_id | \nNumber | \nNo | \nID of the workspace (If not given, system will select default/primary workspace) | \n | \n
\n\n| requester | \nNumber | \nNo | \nID of the requester | \n | \n
\n\n| impact | \nString | \nNo | \nImpact of the request (Applies for Incident and Problem) | \nLOW, MEDIUM, HIGH, CRITICAL | \n
\n\n| urgency | \nString | \nNo | \nUrgency of the request (Applies for Incident and Problem) | \nLOW, MEDIUM, HIGH, CRITICAL | \n
\n\n| category | \nString | \nNo | \nCategory of the request (Applies for Incident and Problem) | \n | \n
\n\n| subcategory | \nString | \nNo | \nSubcategory of the request (Applies for Incident and Problem) | \n | \n
\n\n| item_id | \nNumber | \nNo | \nID of the item (Applies for Service Request) | \n | \n
\n\n| data_json | \nObject | \nNo | \nCustom fields in JSON format | \n | \n
\n\n| attachments | \nFile | \nNo | \nAttachments for the request | \n | \n
\n\n
\n
\nMethod: GET
\nPath: requests/v2/{display_id}
\nDescription: Retrieves details of a specific request by its ID.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to view the request.
\ncontentType: application/json
\nParameters: display_id (This is request Display ID)
\n
\n\n\nMethod: PATCH
\nPath: requests/v2/{display_id}
\nDescription: Updates the details of a specific request by its ID.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to update the request.
\ncontentType: multipart/form-data
\nParameters: display_id (This is request Display ID)
\n
\nsummary
\nThe PATCH Request endpoint allows users to update the details of a specific request by its ID. Users can modify various attributes of the request, such as the subject, description, status, priority, and custom fields.
\nRequest Body
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| subject | \nString | \nYes | \nSubject of the request | \n | \n
\n\n| request_source | \nString | \nNo | \nSource of the request | \nWEB, EMAIL, PHONE, CHAT, OTHER | \n
\n\n| description | \nString | \nNo | \nDescription of the request | \n | \n
\n\n| status | \nString | \nNo | \nStatus of the request(Available Status in workspace) | \nOPEN, IN_PROGRESS, RESOLVED, CLOSED | \n
\n\n| priority | \nString | \nNo | \nPriority of the request (Available Status in workspace) | \nLOW, MEDIUM, HIGH, URGENT | \n
\n\n| agent_group | \nNumber | \nNo | \nID of the agent group | \n | \n
\n\n| assignee | \nNumber | \nNo | \nID of the assignee | \n | \n
\n\n| workspace_id | \nNumber | \nNo | \nID of the workspace (If not given, system will select default/primary workspace) | \n | \n
\n\n| requester | \nNumber | \nNo | \nID of the requester | \n | \n
\n\n| impact | \nString | \nNo | \nImpact of the request (Applies for Incident and Problem) | \nLOW, MEDIUM, HIGH, CRITICAL | \n
\n\n| urgency | \nString | \nNo | \nUrgency of the request (Applies for Incident and Problem) | \nLOW, MEDIUM, HIGH, CRITICAL | \n
\n\n| category | \nString | \nNo | \nCategory of the request (Applies for Incident and Problem) | \n | \n
\n\n| subcategory | \nString | \nNo | \nSubcategory of the request (Applies for Incident and Problem) | \n | \n
\n\n| item_id | \nNumber | \nNo | \nID of the item (Applies for Service Request) | \n | \n
\n\n| data_json | \nObject | \nNo | \nCustom fields in JSON format | \n | \n
\n\n| attachments | \nList | \nNo | \nattachment ids | \n | \n
\n\n| assets | \nList | \nNo | \nasset ids | \n | \n
\n\n| files | \nFile | \nNo | \nnew Files to be uploaded | \n | \n
\n\n
\n
Note
\nWhen adding attachments, the existing attachments will be replaced with the new ones. If you want to keep the existing attachments, you need to include them in the request.
\n\n\nMethod: PUT
\nPath: requests/{display_id}/trash
\nDescription: Moves a specific request to the trash.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to move the request to trash.
\ncontentType: application/json
\nParameters: display_id (This is request Display ID)
\n
\nSuccess Response
\n\n\n\nMethod: DELETE
\nPath: requests/v2/{display_id}
\nDescription: Deletes a specific request by its ID when its in trash.
\nAuthentication: Required
\nPermissions: User must have the necessary permissions to delete the request.
\ncontentType: application/json
\nParameters: display_id (This is request Display ID)
\nNote: This action is irreversible.
\n
\n\nAdd notes or comments to an existing request.
\nFor adding attachments to the request, you need to use the attachments API first and then use the returned attachment ID in the notes API.
\nEndpoint
\nPOST /api/v1/requests/{display_id}/activity-notes
\nHere display_id is the display ID of the request.
\n\n\n\n\n| Name | \nRequired | \nDescription | \n
\n\n\n\n| x-api-key | \nYes | \nYour API key for authentication | \n
\n\n| Content-Type | \nYes | \nMust be application/json | \n
\n\n
\n
Request Parameters
\n\n\n\n| Parameter | \nType | \nRequired | \nDescription | \nAvailable Values | \n
\n\n\n\n| user_id | \nInteger | \nYes | \nID of the user adding the note | \n | \n
\n\n| is_private | \nBoolean | \nNo | \nWhether the note is private (default: false) | \n | \n
\n\n| description | \nString | \nYes | \nContent of the note (supports HTML) | \n | \n
\n\n| source | \nString | \nNo | \nSource of the note | \nAPI, PORTAL | \n
\n\n| mentions | \nArray | \nNo | \nList of user mentions | \n | \n
\n\n| attachments | \nArray | \nNo | \nList of attachment IDs to associate with the note | \n | \n
\n\n| external_source_type | \nString | \nNo | \nType of external source | \nSAAS_GENIE, SNOW | \n
\n\n| external_id | \nString | \nNo | \nExternal reference ID | \n | \n
\n\n
\n
API Documentation
\n\nPOST /users
\nSummary
\nCreates a user in the system.
\nHTTP Request
\n\nMethod: POST
\nURL: /users
\n
\nQuery Parameters
\n\n- send_email (boolean, optional): Send a welcome email or not. Default is
false. \n
\n\nGET /users
\nSummary
\nRetrieves a list of users based on given criteria.
\nHTTP Request
\n\nMethod: GET
\nURL: /members
\n
\nQuery Parameters
\n\nsearch_key (string, optional): A search term for filtering users. Minimum length is 2 characters.
\nis_deleted (boolean, optional): Whether to include deleted users. Default is false.
\nhas_slack (boolean, optional): Filter users who have Slack connected.
\nrole (string, optional): Filter users by their role.
\n
\n\nPATCH /users/{{id}}
\nSummary
\nUpdates a user in the system. You can send only the fields you want to update, rest will be retained.
\nHTTP Request
\n\nMethod: PATCH
\nURL: /members/{{id}}
\n
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\"prefix\": \"HRSER\" }\n ],\n \"default_routing_email\": \"hr-workspace@example.com\",\n \"is_major_incident_enabled\": false,\n \"is_problem_enabled\": false\n },\n {\n \"id\": 1004,\n \"type\": \"Finance\",\n \"name\": \"Finance Workspace\",\n \"description\": \"Finance requests and services\",\n \"is_default\": false,\n \"is_private\": false,\n \"is_incident_enabled\": false,\n \"is_change_enabled\": true,\n \"is_esat_enabled\": true,\n \"icon\": { \"name\": \"1f4b0\", \"type\": \"emoji\" },\n \"updated_at\": \"2024-11-20T10:15:00Z\",\n \"created_at\": \"2024-11-20T10:15:00Z\",\n \"updated_by\": 4,\n \"created_by\": 4,\n \"member_count\": 5,\n \"owners\": [],\n \"request_prefixes\": [\n { \"request_type\": \"REQUEST\", \"prefix\": \"FINREQ\" },\n { \"request_type\": \"SERVICE_REQUEST\", \"prefix\": \"FINSER\" }\n ],\n \"default_routing_email\": \"finance-workspace@example.com\",\n \"is_major_incident_enabled\": false,\n \"is_problem_enabled\": false\n },\n {\n \"id\": 1005,\n 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\nA dedicated workspace for every team allows teams to collaborate more effectively. They can manage their own requests, federated knowledge sources, workflows, and forms. This way, IT teams can focus on just IT requests, and HR teams can focus on just HR requests without the distraction of other teams’ requests and workflows and forms.
\nWe’d recommend you create a workspace for every service team that works with employees like IT, HR, Legal, and Finance and a workspace for cross-functional projects like PoSH committees.
\nEndpoints Overview
\nThis documentation covers the API endpoints for managing workspaces:
\n\nGET /workspaces/{id} - Fetches detailed information about a specific workspace.
\nGET /workspaces - Retrieves a list of all workspaces based on provided criteria.
\n
\n\nGET /workspaces/{id}
\nSummary
\nRetrieve detailed information about a specific workspace by its unique identifier.
\nURL Parameters
\n\n- id (integer, required): The unique identifier of the workspace to fetch.
\n
\n\nGET /workspaces
\nSummary
\nRetrieves a paginated list of workspaces based on search criteria, such as membership status and other filters.
\nQuery Parameters
\n\nsearch_key (string, optional): A search term for filtering workspace names or descriptions. Minimum length of 2 characters.
\npage (integer, required): Specifies the page number in the paginated response.
\nper_page (integer, optional): Specifies the number of workspaces per page. Defaults to 25.
\nis_member_of (boolean, optional): Filter to only include workspaces where the user is a member.
\n
\n\n\nDescription: Retrieves a list of members in a specific workspace.
\nHTTP Method: GET
\nURL Path: /workspaces/{id}/members
\nAuthentication Required: Yes
\nPermissions Required: None
\n
\nRequest Parameters
\n\nPath Parameters:
\n\nid (integer, required): The ID of the workspace.
\nQuery Parameters:
\n\nsearch_key (string, optional): Filter members by name or email.
\npage (integer, optional, default = 1): The page number to retrieve.
\nper_page (integer, optional, default = 25): The number of members per page.
\nhas_email (boolean, optional): Filter members by email presence.
\n
\n
\nRequest Body
\nThis endpoint does not require a request body.
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\nSummary
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\nHTTP Request
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\nSummary
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\nHTTP Request
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\nURL: /assets/list
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\nSummary
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\nHTTP Request
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