Create Interaction operation
The Create Interaction operation creates an interaction record.
The following table describes the elements of the <items>
XML element and the adapter request. If the valid value for an element is not specified, the valid value must be assumed to be a string.
Elements for the <items> XML element and adapter request for the create-interaction operation
Element |
Definition |
Required |
---|---|---|
|
Specifies the name of the operation: |
Yes |
|
Contains the other elements in the request |
Yes |
|
Contains elements that uniquely identify a record |
Yes |
|
Specifies a unique interaction record |
Yes |
|
Specifies the call ID of the interaction |
No |
|
Specifies the name of the person to contact for the interaction record |
Yes |
|
Specifies the person who notifies about the interaction record |
Yes |
|
Specifies the initial impact of the interaction record
|
Yes |
|
Specifies the level of urgency of the interaction
|
Yes |
|
Specifies a description of the interaction record; is an array-type element with each element of type string |
Yes |
|
Specifies the title of the interaction record |
Yes |
|
Specifies the service details of the interaction record |
Yes |
|
Specifies the category of the interaction record |
Yes |
|
Specifies the subcategory of the interaction record |
Yes |
|
Specifies the product type for the interaction record |
Yes |
|
Specifies the owner of the call |
No |
|
Specifies the status of the interaction record
|
No |
|
Specifies the department of the caller |
No |
|
Specifies whether the interaction record is a knowledge candidate |
No |
|
Specifies the Service Level Agreement (SLA) ID |
No |
|
Specifies the level of urgency of the interaction Valid value:
|
No |
|
Specifies whether the entitlement failed |
No |
|
Specifies the resolution code of the interaction |
No |
|
Specifies the name of the company associated with the record |
No |
|
Specifies the name of the contact for the interaction record |
No |
|
Specifies the contact who reported the interaction record |
No |
|
Specifies whether the incident was reported by a different contact |
No |
|
Specifies the complete location |
No |
|
Specifies whether the record was entered by ess |
No |
|
Specifies whether the SLA was breached |
No |
|
Specifies the SLA ID of the interaction record |
No |
|
Specifies whether the SLA was breached |
No |
The following figure displays a sample adapter request for the Create Interaction operation.
Sample adapter request for the Create Interaction operation
<hp-service-manager-request>
<entity>servicedesk</entity>
<entity-type />
<request>
<operation-name>create-interaction</operation-name>
<parameters>
<create-interaction-request>
<model>
<keys>
</keys>
<instance>
<callback-contact>
<value>PURPLE, COLBIE</value>
<type>String</type>
</callback-contact>
<notify-by>
<value>notify by</value>
<type>String</type>
</notify-by>
<category>
<value>incident</value>
<type>String</type>
</category>
<subcategory>
<value>performance</value>
<type>String</type>
</subcategory>
<product-type>
<value>system or application hangs</value>
<type>String</type>
</product-type>
<problem-type>
<value>none</value>
<type>String</type>
</problem-type>
<initial-impact>
<value>1</value>
<type>String</type>
</initial-impact>
<severity>
<value>1</value>
<type>String</type>
</severity>
<title>
<value>test title 2</value>
<type>String</type>
</title>
<description>
<type>Array</type>
<description>
<element>
<value>description line 1</value>
<type>String</type>
</element>
<element>
<value>description line 2</value>
<type>String</type>
</element>
</description>
</description>
<service>
<value>Handheld, PDA & Telephony</value>
<type>String</type>
</service>
<call-owner>
<value>Call owner</value>
<type>String</type>
</call-owner>
<status>
<value>Status</value>
<type>String</type>
</status>
<caller-department>
<value>caller deparment</value>
<type>String</type>
</caller-department>
<knowledge-candidate>
<value>true</value>
<type>Boolean</type>
</knowledge-candidate>
<SLAAgreement-i-d>
<value>1</value>
<type>Int</type>
</SLAAgreement-i-d>
<priority>
<value>1</value>
<type>String</type>
</priority>
<failed-entitlement>
<value>true</value>
<type>Boolean</type>
</failed-entitlement>
<resolution-code>
<value>resolution code</value>
<type>String</type>
</resolution-code>
<company>
<value>company</value>
<type>String</type>
</company>
<contact-name>
<value>PURPLE, COLBIE</value>
<type>String</type>
</contact-name>
<reported-by-contact>
<value>PURPLE, COLBIE</value>
<type>String</type>
</reported-by-contact>
<reported-by-different-contact>
<value>true</value>
<type>Boolean</type>
</reported-by-different-contact>
<location-full-name>
<value>location full name</value>
<type>String</type>
</location-full-name>
<entered-by-e-s-s>
<value>true</value>
<type>Boolean</type>
</entered-by-e-s-s>
<SLABreached>
<value>true</value>
<type>Boolean</type>
</SLABreached>
<s-l-a-agreement-i-d>
<value>1</value>
<type>Int</type>
</s-l-a-agreement-i-d>
<s-l-a-breached>
<value>true</value>
<type>Boolean</type>
</s-l-a-breached>
</instance>
</model>
</create-interaction-request>
</parameters>
</request>
</hp-service-manager-request>
The following figure displays an adapter response for the Create Interaction operation.
Sample adapter response for the Create Interaction operation
<hp-service-manager-response>
<metadata>
<count>1</count>
</metadata>
<responses>
<response>
<metadata>
<count>1</count>
</metadata>
<item>
<metadata>
<status>success</status>
</metadata>
<parameters>
<model>
<keys>
<call-i-d>
<value>SD10343</value>
<type>String</type>
</call-i-d>
</keys>
<instance>
<call-i-d>
<value>SD10343</value>
<type>String</type>
</call-i-d>
<contact-name>
<value>PURPLE, COLBIE</value>
<type>String</type>
</contact-name>
<severity>
<value>1</value>
<type>String</type>
</severity>
<open-time>
<value>2010.02.09 15:57:46</value>
<type>DateTime</type>
</open-time>
<update-time>
<value>2010.02.09 15:57:50</value>
<type>DateTime</type>
</update-time>
<opened-by>
<value>falcon</value>
<type>String</type>
</opened-by>
<description>
<type>Array</type>
<description>
<element>
<value>description line 1</value>
<type>String</type>
</element>
<element>
<value>description line 2</value>
<type>String</type>
</element>
</description>
</description>
<service>
<value>Handheld, PDA & Telephony</value>
<type>String</type>
</service>
<call-owner>
<value>falcon</value>
<type>String</type>
</call-owner>
<status>
<value>Open - Idle</value>
<type>String</type>
</status>
<notify-by>
<value>notify by</value>
<type>String</type>
</notify-by>
<category>
<value>incident</value>
<type>String</type>
</category>
<caller-department>
<value>caller deparment</value>
<type>String</type>
</caller-department>
<knowledge-candidate>
<value>true</value>
<type>Boolean</type>
</knowledge-candidate>
<SLAAgreement-i-d>
<value>168</value>
<type>Int</type>
</SLAAgreement-i-d>
<priority>
<value>1</value>
<type>String</type>
</priority>
<subcategory>
<value>performance</value>
<type>String</type>
</subcategory>
<product-type>
<value>system or application hangs</value>
<type>String</type>
</product-type>
<problem-type>
<value>none</value>
<type>String</type>
</problem-type>
<failed-entitlement>
<value>true</value>
<type>Boolean</type>
</failed-entitlement>
<resolution-code>
<value>resolution code</value>
<type>String</type>
</resolution-code>
<company>
<value>company</value>
<type>String</type>
</company>
<reported-by-contact>
<value>PURPLE, COLBIE</value>
<type>String</type>
</reported-by-contact>
<reported-by-different-contact>
<value>true</value>
<type>Boolean</type>
</reported-by-different-contact>
<location-full-name>
<value>location full name</value>
<type>String</type>
</location-full-name>
<entered-by-e-s-s>
<value>true</value>
<type>Boolean</type>
</entered-by-e-s-s>
<SLABreached>
<value>false</value>
<type>Boolean</type>
</SLABreached>
<next-s-l-a-breach>
<value>2010.02.09 16:07:45</value>
<type>DateTime</type>
</next-s-l-a-breach>
<callback-contact>
<value>PURPLE, COLBIE</value>
<type>String</type>
</callback-contact>
<initial-impact>
<value>1</value>
<type>String</type>
</initial-impact>
<title>
<value>test title 2</value>
<type>String</type>
</title>
<uniquequery>incident.id="SD10343"</uniquequery>
<recordid>SD10343 - incident - description line 1</recordid>
<s-l-a-agreement-i-d>
<value>168</value>
<type>Int</type>
</s-l-a-agreement-i-d>
<s-l-a-breached>
<value>false</value>
<type>Boolean</type>
</s-l-a-breached>
</instance>
</model>
<messages>
<element>
<value>Interaction SD10343 has been added.</value>
</element>
</messages>
<status>SUCCESS</status>
<message>Success</message>
<schema-revision-date>2005.03.15 00:00:00</schema-revision-date>
<schema-revision-level>0</schema-revision-level>
<return-code>0</return-code>
</parameters>
</item>
</response>
</responses>
</hp-service-manager-response>
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