属性名

类型

details

描述

id

long(Read Only)

Id of this request

请求在数据库中存储的唯一标识

subject

String

Subject of this request

主题

description

HTML Desc

Description of this request

描述

short_description

String

A short description of this request

短描述

request_type

Object

Type of this request

请求类型

impact

Object

Impact of this request

影响

impact_details

String

Description about the impact of this request

影响明细

status

Object

Indicates the current status of this request

状态

mode

Object

The mode in which this request is created.

模式

Level

Object

Level of the request

级别

urgency

Object

Urgency of the request

紧急度

priority

Object

Priority of the request

优先级

service_category

Object

Service category to which this request belongs

服务类别

requester

Object

Indicates the requester of this request

请求人

department

Object(Read Only)

Department to which this requester belongs

请求人所属部门

assets

Array of Objects

Array of asset objects associated to this request.

与此请求关联的资产对象数组

deleted_assets

Array of Objects

Array of deleted asset names associated to this request.

与此请求关联的已删除资产名称数组

deleted_on

Object

Indicates the time at which this request is deleted

删除此请求的时间

deleted_by

Object

Indicates the user who deleted the request

删除此请求的用户

site

Object

Denotes the site to which this request belongs

此请求所属的站点

group

Object

Group to which this request belongs

此请求所属的组

technician

Object

Technician assigned to this request

此请求所属的技术员

category

Object

Category to which this request belongs

分类

subcategory

Object

Subcategory to which this request belongs

子分类

item

Object

Item of this request

条目

on_behalf_of

Object

Requests created on behalf of an another user

代表另一个用户创建的请求

service_approvers

Array of Objects

Array of user objects containing the approver(s) for this request

此请求批准者的对象数组

sla

Object(Read Only)

SLA details associated with this request

服务级别协议

service_cost

double(Read Only)

Cost involved in the service other than resources.

除资源外，服务所涉及的成本。

total_cost

double(Read Only)

Service cost plus the selected resource cost.

总成本

template

Object

Indicates the template which is used to create this request

创建此请求的模板

request_template_task_ids

Array of Objects

Array of template tasks id objects which are associated to this request

请求关联的模板任务 id 对象数组

created_by

Object(Read Only)

Indicates the requester who created this request

请求人

editor

Object

User having intermediate editing role for this request

对此请求有编辑角色的用户

email_ids_to_notify

Array of Objects

Array of Email ids, which needs to be notified about the happenings of this request

需要通知此请求的发生情况的邮件数组

email_to

Array(Read Only)

List of email addresses(to addresses) which received the request through e-mail

接收请求的邮件地址列表

email_cc

Array(Read Only)

List of e-mail addresses(cc addresses) which received the request through e-mail.

接收请求的抄送邮件地址列表

update_reason

String

The reason for updating this request

更新请求的原因

status_change_comments

String

Comments added while changing the request's status

更改请求状态时添加的评论

time_elapsed

long(Read Only)

Indicates the time spent on this request

该请求上花费的时间

approval_status

String(Read Only)

Denotes the approval status of this request.(Approved/Pending Approval/Rejected)

该请求的批准状态

notification_status

String(Read Only)

Shows the current status of request's replies, whether last one from requester or technician.

请求的回复状态

linked_requests_count

Number(Read Only)

Count of requests linked to this request

被链接的请求总数

created_time

Date Object

Indicates the time at which this request is created

创建时间

due_by_time

Date Object

Indicates the time at which this request is scheduled to be completed

计划逾期时间

first_response_due_by_time

Date Object

Indicates the time at which the first response for this request is scheduled

首次响应逾期时间

completed_time

Date Object(Read Only)

Indicates the time at which this request is completed

完成时间

resolved_time

Date Object(Read Only)

Indicates the time at which this request is resolved

解决的日期

responded_time

Date Object(Read Only)

Indicates the time at which this request is responded

回复时间

assigned_time

Date Object(Read Only)

Indicates the time at which this request is assigned to a technician

分配时间

last_updated_time

Date Object(Read Only)

Indicates the time when this request is last updated

最后更新时间

has_request_initiated_change

Boolean(Read Only)

Boolean value indicating whether this request is associated to a change or not

是否有关联的更改

has_request_caused_by_change

Boolean(Read Only)

Boolean value indicating whether this request is caused by a change or not

是否有因此请求导致的变更

has_project

Boolean(Read Only)

Boolean value indicating whether this request is associated to a project or not

是否有关联的项目

has_problem

Boolean(Read Only)

Boolean value indicating whether this request is associated to a problem or not

是否有关联的问题

has_purchase_orders

Boolean(Read Only)

Boolean value indicating whether this request is associated to Purchase Order(s)

是否有关联的购买请求

has_draft

Boolean(Read Only)

Boolean value indicating whether this request has drafts or not

是否有关联的草稿

is_reopened

Boolean(Read Only)

Boolean value indicating whether this request is reopened or not

是否有回复

has_dependency

Boolean(Read Only)

Boolean value indicating whether this request has a dependency or not

是否有依赖性

is_fcr

Boolean

Boolean value indicating if the request has been marked as First Call Resolution

是否首次呼叫解决

has_linked_requests

Boolean(Read Only)

Boolean value indicating whether this request has any linked requests or not

是否有关联的请求

has_attachments

Boolean(Read Only)

Boolean value indicating whether this request has any attachments or not

是否有附件

has_notes

Boolean(Read Only)

Boolean value indicating whether this request has any notes or not

是否有注释

is_trashed

Boolean(Read Only)

Boolean value indicating whether this request is in trash

是否在回收站

is_service_request

Boolean(Read Only)

Boolean value indicating whether this request is a service request or not

是否是服务请求

is_overdue

Boolean(Read Only)

Boolean value indicating whether this request is overdue

是否超时

is_read

Boolean(Read Only)

Boolean value indicating whether this request's replies are read or not

是否已读

is_first_response_overdue

Boolean(Read Only)

Boolean value indicating whether this request is in overdue to make first response

首次响应逾期状态

has_my_worklog_timer

Boolean(Read Only)

Boolean value indicating if the request has a worklog timer for the logged user

是否有工作日志

is_editing_completed

Boolean(Read Only)

Boolean value indicating if the configured editor has already completed his editing.

配置的编辑器是否已经完成编辑

attachments

Array of Objects

Attached file list to this request

附件

resources

Object

Holds the resource data mapped to the request. Data sample :- "resources":{"res_301":{"qstn_simple_309":{"name":"Yes", "cost":"100.00"},"qstn_select_310":{"id":"305","name":"Microsoft Office Enterprise 2007","cost":"350.00"},"qstn_check_307":[{"id":"301","name":"access point 1"},{"id":"302","name":"access point 2"}],"qstn_select_2":{"name":"Mac OSX"},"qstn_text_308":{"value":"MacBook Air"},"qstn_text_312":null,"qstn_simple_301":null,"qstn_check_6":[],"qstn_select_302":null}}

资源

udf_fields

Object

Holds udf fields' values associated with the request. Data sample :- "udf_fields":{"udf_date_601":{"display_value":"Mar 9, 2017 04:36 PM","value":"1489057560000"},"udf_pick_20":"Admin","udf_mline_314":"USA","udf_pick_44":"Heather Graham","udf_long_367":"123654789","udf_sline_25":"5 th floor","udf_sline_26":"6th floor","udf_decimal_42":"124.00"}

用户自定义字段

resolution

Object

Resolution given for the request will be captured.

解决方案

content

String

Resolution content provided by the technician to resolve this request.

解决方法

submitted_on

Date Object(Read Only)

Denotes the submitted time of the resolution

解决方案提交的时间和解决方案id

submitted_by

Object(Read Only)

Denotes the technician who provided the resolution.

解决方案的提交人

add_to_linked_requests

Boolean

Boolean value indicating whether to add resolution content to the linked requests

是否向链接请求添加解析内容

closure_info

Object

Information like closure_code, comments while closing request is captured under this subsection

关闭信息

closure_code

Object

Denotes the closure code info of the Request

关闭代码

requester_ack_resolution

Boolean

Denotes if the requester has acknowledged the resolution he/she has been given.

请求者是否已确认给出的解决方案

requester_ack_comments

String

Comments from the requester in regards to the resolution he/she has been given

请求者对解决发难的评论

closure_comments

String

Comments for closing the request

关闭请求的注释

onhold_scheduler

Object

Onhold scheduler details

中止详情

scheduled_time

Date Object

Denotes the scheduled time for the onhold scheduler to change the Request's status

中止时间

comments

String

Comments for the onhold schedule

中止注释

holded_by

Object(Read Only)

User object of the user who put the request onhold

中止人

change_to_status

Object

Status object to which the request is scheduled to move to, after the onhold scheduler is completed.

中止动作后的状态

linked_to_request

Object

Contains linked to request details

链接请求详情

request

Object

Request object containing minimal request data

被链接的请求

comments

String

Comments added for linking requests

链接请求的备注