HelpDeskProvider Service

An API to interact with the Help Desk database.

Namespace
http://helpdesk.service.cbtweb.cbt.com/
WSDL
helpdesk.wsdl
Path
/HelpDeskProviderService

getTicketStatus Operation

Input Parameters
name type description
id long  
Return Value
type description
ticketStatus  

getTicketType Operation

Input Parameters
name type description
id long  
Return Value
type description
ticketType  

getTicket Operation

Input Parameters
name type description
id long  
Return Value
type description
ticketInfo  

getCategory Operation

Input Parameters
name type description
id long  
Return Value
type description
category  

getSubCategory Operation

Input Parameters
name type description
id long  
Return Value
type description
subCategory  

getSubCategoryByErrorAlias Operation

Input Parameters
name type description
code string  
Return Value
type description
subCategory  

listAllTickets Operation

Return Value
type description
list of ticketInfo  

listAllCategories Operation

Return Value
type description
list of category  

listAllTicketStatus Operation

Return Value
type description
list of ticketStatus  

listAllSubCategories Operation

Return Value
type description
list of subCategory  

getTicketCCList Operation

Get a notify list for specified ticket

Input Parameters
name type description
id long the id of the ticket to find.
Return Value
type description
list of ticketCC List list for the specified ticket.

countTicketInfo Operation

Get a count of total helpdesk tickets in query for all users.

Input Parameters
name type description
search searchList The query to get a count of.
Return Value
type description
long A long value that is the total records expected.

listAllTicketComments Operation

Input Parameters
name type description
id long  
Return Value
type description
list of ticketComment  

getSubCategoryList Operation

Input Parameters
name type description
id long  
Return Value
type description
list of subCategory  

searchTickets Operation

Search for help desk tickets based on the information passed into the function via the SearchList object.

Input Parameters
name type description
searchList searchList A list of SearchProperty objects that define the search criteria
Return Value
type description
list of ticketInfo The list of tickets matching the search criteria

searchSimpleHelpdeskTickets Operation

Search helpdesk tickets and get pertinent information for simple displays (Tables, Grids, Lists, etc.)

Input Parameters
name type description
searchList searchList Searchlist for root of TicketInfo
Return Value
type description
list of simpleHelpdeskTicket List of simple tickets.

updateTicket Operation

Update a ticket based on the ticket provided.

Input Parameters
name type description
ticket ticketInfo A ticket to update.
Return Value
type description
ticketInfo The new or updated ticket.

createTicket Operation

Create a new ticket based on the ticket provided.

Input Parameters
name type description
ticket ticketInfo  
Return Value
type description
ticketInfo List of ticket info filters

getAvailableFilters Operation

Return Value
type description
list of filterItem  

countHelpdeskTickets Operation

Get the total count of tickets for the specified query.

Input Parameters
name type description
searchList searchList The query to get a count of.
Return Value
type description
long A long value that is the total records expected.

updateTicketComment Operation

Update a ticket comment.

Input Parameters
name type description
comment ticketComment  
Return Value
type description
ticketComment updated ticket comment

getTicketCommentListForTicket Operation

This method has been deprecated. use getSimpleTicketCommentListForTicket instead

Get a list of comments for a specified ticket

Input Parameters
name type description
ticketId long  
Return Value
type description
list of ticketComment a ticket comment list for specified ticket

getSimpleTicketCommentListForTicket Operation

Input Parameters
name type description
ticketId long  
Return Value
type description
list of simpleTicketComment  

updateTicketCC Operation

Update a helpdesk ticket cc list

Input Parameters
name type description
cc ticketCC  
Return Value
type description
ticketCC updated ticket cc list

getClientTickets Operation

Input Parameters
name type description
clientId long  
Return Value
type description
list of clientTicket  

updateTicketCCWithList Operation

Update a set of ticketCC items.

Input Parameters
name type description
ticket ticketInfo  
newCCList list of ticketCC  
Return Value
type description
list of ticketCC List

deleteTicketCC Operation

Delete a ticket cc list

Input Parameters
name type description
ticketcc ticketCC  

listAdminsInSubcategory Operation

Get all the admins for a specified helpdesk SubCategory

Input Parameters
name type description
id long  
Return Value
type description
list of user a list of users

addAdminToSubcategory Operation

add an admin to a subCategory

Input Parameters
name type description
userId long  
subCategoryId long  
Return Value
type description
subCategory the updated SubCategory

updateCategory Operation

Update a helpdesk Category

Input Parameters
name type description
category category  
Return Value
type description
category category

deleteCategory Operation

delete a helpdesk Category

Input Parameters
name type description
category category  

removeAdminFromSubCategory Operation

remove an admin from a SubCategory

Input Parameters
name type description
adminId long  
subCategoryId long  
Return Value
type description
subCategory SubCategory

sendTicketCreatedConfirmation Operation

Send out the new ticket notification

Input Parameters
name type description
ticketId long  

sendTicketUpdatedConfirmation Operation

Send out the email notification for an updated Ticket

Input Parameters
name type description
ticketId long  

getHelpdeskSupportTeams Operation

Get all helpdesk support teams

Return Value
type description
list of supportTeam  

getReport Operation

Get a report based on a provided search list

Input Parameters
name type description
list searchList  
Return Value
type description
list of string  

generateTicketsFromEmailAccount Operation

Generate help desk tickets from the emails found in the email account

setHoldStatus Operation

Input Parameters
name type description
ticketId long  
onHold boolean  
message string  

requestNameChange Operation

Let a user request a name change on their user settings.

Input Parameters
name type description
userId long The user making the request
firstName string The first name request
middleName string The middle name request
lastName string The middle name request
suffix string The suffix request
title string The title request.
Return Value
type description
ticketInfo  

getHelpdeskGridRows Operation

Get the main helpdesk grid

Input Parameters
name type description
columns list of string  
filters searchList  
config gridConfig  
Return Value
type description
JAXBGrid