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

Element

Definition

Required

<operation-name>

Specifies the name of the operation: retrieve-interaction

Yes

<model>

Contains the other elements in the request

Yes

<keys>

Contains elements that uniquely identify a record

If you do not specify the child elements of the <keys> element, the application tries to find <call-i-d> in the <instance> element. You can specify the values for <call-i-d> in the <keys> element, in the <instance> element, or in both elements.

Yes

<instance>

Specifies a unique interaction record

The children of the <instance> element describe the fields of the record.

The only two higher-level elements are <keys> and <instance>. All other elements are child elements of the <instance> element.

Yes

<call-i-d>

Specifies the call ID of the interaction

The <call-i-d> element must be used as the key for the query.

Valid value: Any string

No

<callback-contact>

Specifies the name of the person to contact for the interaction record

Valid value: Any string

No

<notify-by>

Specifies the person who notifies about the interaction record

Valid value: Any string

No

<category>

Specifies the category of the interaction record

Valid value: Any string

No

<subcategory>

Specifies the subcategory of the interaction record

No

<product-type>

Specifies the product type for the interaction record

No

<problem-type>

Specifies the problem type of the interaction record

Valid value: Any string

No

<initial-impact>

Specifies the initial impact of the interaction record

Valid values:

  • 1: Enterprise
  • 2: Site/Dept
  • 3: Multiple User
  • 4: User
  • Any string

No

<severity>

Specifies the level of urgency of the interaction

Valid values:

  • 1: critical
  • 2: high
  • 3: average
  • 4: low

No

<description>

Specifies a description of the interaction record; is an array-type element with each element of type string

No

<title>

Specifies the title of the interaction record

Valid value: Any string

No

<service>

Specifies the service details of the interaction record

Valid value: Any valid service value

No

<open-time>

Specifies the time when the interaction record was opened

Valid value: Any input in date and time format

No

<update-time>

Specifies the time when the interaction record was updated

Valid value: Any input in date and time format

No

<opened-by>

Specifies the person who opens or creates the interaction record

Valid value: Any string

No

<call-owner>

Specifies the owner of the call

Valid value: Any string

No

<status>

Specifies the status of the interaction record

Valid value: Any string

No

<caller-department

Specifies the department of the caller

Valid value: Any string

No

<close-time>

Specifies the date and time when the interaction record was closed

Valid value: Date and time in the YYYY.MM.DD HH:MM:SS format

No

<closed-by>

Specifies the person who closed the interaction record

Valid value: Any string

No

<knowledge-candidate>

Specifies whether the interaction record is a knowledge candidate

Valid value: true, false

No

<SLAAgreement-i-d>

Specifies the Service Level Agreement (SLA) ID for the record

Valid value: Any integer

No

<priority>

Specifies the level of urgency of the interaction

Valid values:

  • 1: Enterprise
  • 2: Site/Dept
  • 3: Multiple User
  • 4: User
  • Any string

No

<failed-entitlement>

Specifies whether the entitlement failed

Valid values: true, false

No

<resolution-code>

Specifies the resolution code of the interaction

Valid value: Any string

No

<company>

Specifies the name of the company associated with the record

Valid value: Any string

No

<contact-name>

Specifies the name of the contact for the interaction record

Valid value: Any string

No

<reported-by-contact>

Specifies the contact who reported the interaction record

Valid value: Any string

No

<reported-by-different-contact>

Specifies whether the incident was reported by a different contact

Valid values: true, false

No

<location-full-name>

Specifies the complete location

Valid value: Any string

No

<entered-by-e-s-s>

Specifies whether the record was entered by ess

Valid value: true, false

No

<SLABreached>

Specifies whether the SLA was breached

Valid values: true, false

No

<s-l-a-agreement-i-d>

Specifies the SLA ID of the interaction

Valid value: Any integer

No

<s-l-a-breached>

Specifies whether the SLA was breached

Valid values: true, false

No

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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