Find Interaction operation


The Find Interaction operation retrieves 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 Find Interaction operation

The following figure displays a sample adapter request for the Find Interaction operation.

Sample adapter request for the Find Interaction operation


 <hp-service-manager-request>
   <entity>servicedesk</entity>
   <entity-type />
   <request>
     <operation-name>retrieve-interaction</operation-name>
     <parameters>
       <retrieve-interaction-request>
         <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>
           </instance>
         </model>
       </retrieve-interaction-request>
     </parameters>
   </request>
 </hp-service-manager-request>

The following figure displays an adapter response for the Find Interaction operation.

Sample adapter response for Find 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 15:57:46</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>
         <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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