ServiceChannel API Documentation

Creating a Work Order Using IssueList

VERSION 1.0 AUGUST 2017

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© Copyright 2017 ServiceChannel.com, Inc.

All rights reserved. Information in this document is subject to change without notice. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including, but not limited to, photocopying and recording, for any purpose without the express permission of ServiceChannel.com, Inc.

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Contents IssueList and IssueChoice ..................................................................................................................................................................................................... 4

IssueList ...................................................................................................................................................................................................................................... 4

IssueChoice.............................................................................................................................................................................................................................. 5

Creating a WO Using Basic Parameters........................................................................................................................................................................ 6

Getting Initial Information .............................................................................................................................................................................................. 7

LocationId ........................................................................................................................................................................................................................... 7

AreaId and ExtendedAreaName ........................................................................................................................................................................... 8

ProblemType..................................................................................................................................................................................................................... 9

AssetType ......................................................................................................................................................................................................................... 10

ProblemCode ................................................................................................................................................................................................................ 11

TradeName, Category, Priority, Nte .................................................................................................................................................................. 12

Creating an Attachment ............................................................................................................................................................................................... 14

Creating a WO ..................................................................................................................................................................................................................... 15

Getting Additional Information ............................................................................................................................................................................... 16

Creating a WO Using Additional Parameters ........................................................................................................................................................ 22

Adding an Answer to the Troubleshooting Tip ............................................................................................................................................. 22

Adding Answers to the Interactive Troubleshooting Questions ........................................................................................................ 24

About the Interactive Troubleshooting ........................................................................................................................................................ 24

Getting AdditionalFields ......................................................................................................................................................................................... 25

Creating a WO Using AdditionalFields ........................................................................................................................................................... 27

Additional Parameters to Consider .................................................................................................................................................................. 29

Adding Information About an Asset ..................................................................................................................................................................... 31

About Assets .................................................................................................................................................................................................................. 31

Getting AssetInfo......................................................................................................................................................................................................... 32

Creating a WO Using AssetId ............................................................................................................................................................................... 37

Finding Duplicate WOs ....................................................................................................................................................................................................... 38

Possible Duplicates (Open WOs) ............................................................................................................................................................................. 39

Potential Recalls (Closed WOs) ................................................................................................................................................................................. 42

Creating a Recall WO ............................................................................................................................................................................................................ 45

IssueList and IssueChoice > IssueList | 4

IssueList and IssueChoice IssueList and IssueChoice are used by the Location Dashboard for work order (WO) creation.

IssueList

IssueList is a list of parameters and combinations of these parameters that customize the WO creation workflow for the Service Request Dashboard. It specifies which set of choices is displayed for the selected option, thus making the WO creation process an easier experience.

IssueList is represented by a Microsoft Excel workbook that consists of several sheets. The initial configuration of IssueList involves associating each problem type with a list of assets, associating each asset with a list of problem codes, and finally applying each Problem Type / Asset / Problem Code matrix to one or several areas.

Note: In the Excel workbook, the Problem Group column corresponds to the ProblemType parameter, the Equipment column is AssetType, and Problem Code stands for ProblemCode.

For example, when the caller selects Area A3, the DOOR and PLUMBING problem types are displayed. When the caller selects PLUMBING, the BACKFLOW, MAJOR LEAK, and NATURAL GAS assets are displayed. Finally, when the caller selects BACKFLOW, the BACKFLOW ISSUE and OTHER PLUMBING ISSUE problem codes are displayed.

Note: You can download the Issue List workbook from the Convert Issue List section of the Dashboard. Check Convert Issue List at our Product Development Wiki to get more information.

IssueList and IssueChoice > IssueChoice | 5

IssueChoice

Using IssueList, ServiceChannel (SC) generates IssueChoice, which is a wizard that allows callers to choose only the right combination of parameters when creating WOs. For example, when the caller selects the required location and area, a list of problem types for these location and area is provided. After the caller selects a problem type, the remaining choices for the selected location, area, and problem type appear.

The screenshot below shows the process of the WO creation through the Service Request Dashboard. The IssueChoice feature helps callers select the right Problem Type, Asset, and Problem, which correspond to ProblemType, AssetType, and ProblemCode parameters.

Creating a WO Using Basic Parameters > IssueChoice | 6

Creating a WO Using Basic Parameters Before you can create a work order using IssueList, you need to collect some initial information as well as to get an attachment path if the attachment is required to submit a WO.

You should collect the values of the following parameters:

LocationId

AreaId and ExtendedAreaName

ProblemType

AssetType

ProblemCode

TradeName, Category, Priority, and Nte

You can also get some additional information, for example, Providers or Currency.

Note: All endpoints are accessible via https and are located at sb2api.servicechannel.com.

All request examples throughout this documentation use {access-token} as a placeholder. You need to substitute this value with your access token or use our test client_id and client_secret to generate an access token. For more information, see Sandbox Mode article and Authentication and Authorization at ServiceChannel University (SCU).

Creating a WO Using Basic Parameters > Getting Initial Information | 7

Getting Initial Information

LocationId

LocationId represents a subscriber’s property, for example, a store, restaurant, or gym. LocationId is usually required to create a WO and is used in some intermediate requests to get other parameters. Obtain the complete list of locations for a specific subscriber through the following request:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

GET /locations

Example request:

GET https://sb2api.servicechannel.com/locations HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "Locations": [ { "Id": 2006071467, "SubscriberId": 2014917243, "StoreId": "100", "Name": "ServiceChannel - API", "ShortName": "ServiceChannel - API", "Latitude": 40.736618, "Longitude": -73.991806, "Distance": null, "LocationTypeId": null, "Address1": null, "Address2": "18 East 16th St - 2nd Floor", "City": "New York", "State": "NY", "Region": "NY", "District": "Union Square", "Zip": "10003", "Country": "US", "ClosedDate": null, "OpenDate": null, "Status": "Open", "Email": null, "FaxNumber": null, "Phone": null, "Contact": null, "Workorders": null, "Notes": [ { "Id": 0, "HeaderId": 0, "Value": null, "Header": null } ] },... ], }

Creating a WO Using Basic Parameters > Getting Initial Information | 8

Use the response to get the following field:

Required Field Response Body Field

LocationId Locations—Id

AreaId and ExtendedAreaName

AredId is the unique identification code of the exact place within one location where the problem has occurred, while ExtendedAreaName is the descriptive name of the area.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

GET /subscribers/current/storedashboards/current/issuelist/areas

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/areas HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "IssueAreas": [ { "ID": 4935, "Name": "ELEVATOR/ESCALATOR" }, { "ID": 253, "Name": "EMPLOYEE LOUNGE" }, { "ID": 4934, "Name": "EXECUTIVE/MANAGERS OFFICE" },... ] }

Use the response to get the following fields:

Required Fields Response Body Fields

AreaId IssueAreas—ID

ExtendedAreaName IssueAreas—Name

Creating a WO Using Basic Parameters > Getting Initial Information | 9

ProblemType

ProblemType is an overall description of the problem has occurred.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

areaId Path 4935

GET /subscribers/current/storedashboards/current/issuelist/areas/{areaId}/problemtypes

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/areas/4935/problemtypes HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "ProblemGroupNames": [ "Elevator", "EMERGENCY", "Flooring", "Lighting-Inside" ] }

Use the response to get the following field:

Required Field Response Body Field

ProblemType ProblemGroupNames—choose any name

Creating a WO Using Basic Parameters > Getting Initial Information | 10

AssetType

AssetType describes an asset or equipment on which the problem has occurred.

Note: To create a WO using the IssueRequest object, you usually need to submit the AssetType parameter, but in this documentation we use the EquipmentType parameter because AssetType and EquipmentType are the same thing in the context of WO creation.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

areaId Path 4935

problemType Path Elevator

locationId Query 2006071467

GET /subscribers/current/storedashboards/current/issuelist/areas/{areaId}/problemtypes/{problemType}/equipmenttypes?locationId={locationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/areas/4935/problemtypes/Elevator/equipmenttypes?locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "IssueEquipmentTypes": [ "Freight Elevator", "Passenger Elevator" ] }

Use the response to get the following field:

Required Field Response Body Field

AssetType IssueEquipmentTypes—choose any name

Creating a WO Using Basic Parameters > Getting Initial Information | 11

ProblemCode

ProblemCode usually describes the exact problem with an asset or equipment.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

areaId Path 4935

problemType Path Elevator

equipmentType Path Freight Elevator

GET /subscribers/current/storedashboards/current/issuelist/areas/{areaId}/problemtypes/{problemType}/equipmenttypes/{equipmentType}/problemcodes

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/areas/4935/problemtypes/Elevator/equipmenttypes/Freight%20Elevator/problemcodes HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "Problems": [ "Freight Elevator Inspection", "Freight Elevator not working", "Freight Elevator not working - someone is trapped inside", "Freight Elevator Violation" ] }

Use the response to get the following field:

Required Field Response Body Field

ProblemCode Problems—choose any name

Creating a WO Using Basic Parameters > Getting Initial Information | 12

TradeName, Category, Priority, Nte

TradeName describes a type of work a service provider performs. Category is the overall classification of a WO, for example, “Maintenance”, “Repair”, or “CAPEX”. Priority refers to the period during which a service provider should complete the work. Nte is the maximum monetary amount that a service provider may charge for the service.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

problemType Query Elevator

equipmentType Query Freight Elevator

problemCode Query Freight Elevator Inspection

locationId Query 2006071467

GET /subscribers/current/storedashboards/current/issuelist/issuechoice?problemType={problemType}&equipmentType={equipmentType}&problemCode={problemCode}&locationId={locationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/issuechoice?problemType=Elevator&equipmentType=Freight%20Elevator&problemCode=Freight%20Elevator%20Inspection&locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: 200

Example response:

{ "Type": "Elevator", "EquipmentType": "Freight Elevator", "Problem": "Freight Elevator Inspection", "Trade": "ELEVATORS", "Priority": "P4 - 72 HOURS", "RequireAttachment": true, "EquipmentEntry": null, "Category": "REPAIR", "Comments": "", "TroubleshootingMessage": "Scan your state's inspection form and attach it to this service request. Please keep a copy in your Store. Type \"Elevator Inspection\" in the \"enter brief description here\" field.", "ProviderRank": 0, "ApprovalCode": "", "AdditionalFields": [], "Nte": "1000", "RequireEquipment": false }

Creating a WO Using Basic Parameters > Getting Initial Information | 13

Use the response to get the following fields:

Required Fields Response Body Fields

TradeName Trade

Category Category

Priority Priority

Nte Nte

Creating a WO Using Basic Parameters > Creating an Attachment | 14

Creating an Attachment

The previous issuelist/issuechoice request returned "RequireAttachment": true. That means an attachment is required to create a new WO.

To create an attachment without a WO and get the attachment path, set the workorderId parameter to -1.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

workorderId Path -1

POST /workorders/{workorderId}/attachments

Example request:

POST https://sb2api.servicechannel.com/workorders/-1/attachments HTTP/1.1

Content-Type: multipart/form-data; boundary=----WebKitFormBoundarynvLcpyj4OKRbWL1p

Authorization: Bearer {access-token}

------WebKitFormBoundarynvLcpyj4OKRbWL1p

Content-Disposition: form-data; name="file"; filename="test.txt"

Content-Type: text/plain

Test text for WO creation request.

------WebKitFormBoundarynvLcpyj4OKRbWL1p--

Response code: HTTP/1.1 201 Created

Example response:

{ "Attachments": [ { "Id": null, "Name": "test.txt", "Path": "201706/d8f0792e-81ef-4fcb-95df-1ae0c1be9cd9-test.txt", "Description": "test.txt" } ], "Warning": "" }

Use the response to get the following field:

Required Field Response Body Field

The attachment’s path Path

Creating a WO Using Basic Parameters > Creating a WO | 15

Creating a WO

When you get all the required information, send a request to create a WO.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

Content-Type Header application/json

request Body See below

POST /workorders

Example request:

POST https://sb2api.servicechannel.com/workorders HTTP/1.1

Content-Type: application/json

Authorization: Bearer {access-token}

{ "ContractInfo": {"LocationId": 2006071467, "TradeName": "ELEVATORS" }, "Category": "REPAIR", "Priority": "P4 - 72 HOURS", "Nte": 1000, "CallDate": "2017-08-23T19:35:00Z", "Description": "ELEVATOR/ESCALATOR / Elevator / Freight Elevator / Freight Elevator Inspection", "ProblemCode": "Freight Elevator Inspection", "IssueRequestInfo": { "AreaId": 4935, "ExtendedAreaName": "ELEVATOR/ESCALATOR", "ProblemType": "Elevator", "AssetType": "Freight Elevator" }, "Attachments": [ { "Name": "test attachment", "Description": "for test only", "Path": "201706/d8f0792e-81ef-4fcb-95df-1ae0c1be9cd9-test.txt" } ] }

Response code: HTTP/1.1 201 Created

Example response:

{ "id": 87194147 }

Note: Indicate CallDate time in UTC.

Creating a WO Using Basic Parameters > Getting Additional Information | 16

Getting Additional Information

You can include additional information into an API request to create a WO.

Subscribers that have the assigned Dashboard can retrieve supporting info through the following API request:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

areaName Query ELEVATOR/ESCALATOR

problemType Query Elevator

equipmentType Query Freight Elevator

problemCode Query Freight Elevator Inspection

locationId Query 2006071467

GET /subscribers/current/servicerequest/info?areaName={ExtendedAreaName}&problemType={ProblemType}&equipmentType={AssetType}&problemCode={ProblemCode}&locationId={LocationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/servicerequest/info?areaName=ELEVATOR/ESCALATOR&problemType=Elevator&equipmentType=Freight%20Elevator&problemCode=Freight%20Elevator%20Inspection&locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "IssueChoice": { "Type": "Elevator", "EquipmentType": "Freight Elevator", "Problem": "Freight Elevator Inspection", "Trade": "ELEVATORS", "Priority": "P4 - 72 HOURS", "RequireAttachment": true, "EquipmentEntry": "", "Category": "REPAIR", "Comments": "", "TroubleshootingMessage": "Scan your state's inspection form and attach it to this service request. Please keep a copy in your Store. Type \"Elevator Inspection\" in the \"enter brief description here\" field.", "ProviderRank": 0, "ApprovalCode": "", "AdditionalFields": [], "Nte": "1000", "RequireEquipment": false }, "Providers": [ { "Rank": 1, "Category": null, "Priority": null,

Creating a WO Using Basic Parameters > Getting Additional Information | 17

"Nte": 400, "GeneralEmail": "", "IsDefault": true, "Phone": "7188675309", "FullName": "LF INCORPORATED LLC", "Address1": "18East 16th Street", "Address2": "Second Floor", "City": "New York", "State": "NY", "Zip": "10003", "Country": "US", "MainContact": null, "DateCreated": null, "LastUserDate": null, "SuperUser": null, "WebSite": "", "Email": "LFAlways1776@gmail.com", "TaxId": null, "Trade": null, "ProcessingEmail": "LFAlways1776@gmail.com", "FaxNumber": "", "SuiteFloor": null, "MailInfo": null, "ImageFile": null, "ReturnMail": null, "MailFrequency": null, "FormId": null, "Pager": "", "NightRequest": null, "ShortFormatEmail": null, "LastTrainingDate": null, "LastTrainingDateStr": null, "Id": 2000090505, "Name": "LF INCORPORATED LLC" } ], "ProvidersNotFoundMessage": null, "CallerName": "SC-Dev1", "ScheduledDateOffsetFromCallDate": 446417, "EquipmentsInfo": { "Equipments": [], "EquipmentRequired": false }, "AssetsInfo": { "Assets": [], "AssetRequired": false }, "SetupRequestConfirm": { "ChangeableCategory": false, "ChangeablePriority": false, "ChangeableNte": false, "ChangeableScheduledDate": false, "ChangeableProvider": false }, "SetupRequest": { "NteToZeroForRecalls": false, "SetOriginalVendorForRecalls": true, "EnableEquipment": false, "EnableEquipmentReplacement": false, "AllowAttachments": false }, "Categories": [ { "Id": 10769, "SubscriberId": 2014917243, "Name": "CAPEX", "HasDependency": false, "PrimaryCategoryID": 1, "PrimaryCategoryName": "CAPEX" }, { "Id": 10768, "SubscriberId": 2014917243, "Name": "MAINTENANCE", "HasDependency": false, "PrimaryCategoryID": 6,

Creating a WO Using Basic Parameters > Getting Additional Information | 18

"PrimaryCategoryName": "MAINTENANCE" }, { "Id": 10771, "SubscriberId": 2014917243, "Name": "PARTS ORDER", "HasDependency": false, "PrimaryCategoryID": 10, "PrimaryCategoryName": "PARTS ORDER" }, { "Id": 10767, "SubscriberId": 2014917243, "Name": "REPAIR", "HasDependency": false, "PrimaryCategoryID": 7, "PrimaryCategoryName": "REPAIRS" }, { "Id": 10770, "SubscriberId": 2014917243, "Name": "WARRANTY", "HasDependency": false, "PrimaryCategoryID": 8, "PrimaryCategoryName": "WARRANTY" } ], "Priorities": [ { "Id": 5778, "Name": "P1 - 4 Hours", "PriorityName": "P1 - 4 Hours", "SubscriberId": null, "Eta": "4 Hrs", "SkipNights": false, "SkipWeekends": false, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-08-24T15:01:42.343Z" }, { "Id": 5779, "Name": "P2 - 8 Hours", "PriorityName": "P2 - 8 Hours", "SubscriberId": null, "Eta": "8 Hrs", "SkipNights": false, "SkipWeekends": false, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-08-24T19:01:42.343Z" }, { "Id": 5780, "Name": "P3 - 24 Hours", "PriorityName": "P3 - 24 Hours", "SubscriberId": null, "Eta": "24 Hrs", "SkipNights": false, "SkipWeekends": false, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-08-25T11:01:42.343Z" }, { "Id": 5782, "Name": "P4 - 72 Hours", "PriorityName": "P4 - 72 Hours", "SubscriberId": null, "Eta": "72 Hrs", "SkipNights": false, "SkipWeekends": true, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-08-29T11:01:42.343Z" },

Creating a WO Using Basic Parameters > Getting Additional Information | 19

{ "Id": 5783, "Name": "P5 - 1 Week", "PriorityName": "P5 - 1 Week", "SubscriberId": null, "Eta": "168 Hrs", "SkipNights": false, "SkipWeekends": false, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-08-31T11:01:42.343Z" }, { "Id": 5784, "Name": "Project/Schedule", "PriorityName": "Project/Schedule", "SubscriberId": null, "Eta": "720 Hrs", "SkipNights": false, "SkipWeekends": false, "LocationId": -1, "Trade": null, "ScheduledDate": "2017-09-23T11:01:42.343Z" } ], "SetupGeneral": { "AllowAddingAttachments": false, "RequireAttachments": false }, "UserSettings": { "MaximumNteAmount": 12345678 }, "Currency": { "Id": 1, "AlphabeticalCode": "USD" } }

The response contains the following information:

Parameter Meaning

IssueChoice The same information that the issuelist/issuechoice request returns.

Providers The information about providers for the specified issuechoice.

CallerName The caller’s username.

ScheduledDateOffsetFromCallDate The offset in seconds that is used to calculate ScheduledDate.

ScheduledDateOffsetFromCallDate is added to CallDate in local time, not to CallDate in UTC.

AssetsInfo

EquipmentsInfo

Equipments / Assets contains detailed information about assets. EquipmentRequired / AssetRequired specifies if an asset should be selected to create a WO.

Categories The detailed information about categories.

Priorities The detailed information about priorities.

Currency The currency ID and three-letter alphabetic code.

Creating a WO Using Basic Parameters > Getting Additional Information | 20

Parameter Meaning

SetupRequestConfirm Determines which fields can be changed before submitting a WO. Corresponds to some settings in the Request Confirm tab of the Edit Dashboard Settings section.

SetupGeneral Specifies if an attachment can be added to a WO and if it is required. Corresponds to some settings in the General tab of the Edit Dashboard Settings section.

UserSettings — MaximumNteAmount The maximum NTE amount set for the current user. The user cannot change a WO NTE to the number greater than MaximumNteAmount. Corresponds to the settings in Actionable Landing Page > more > Admin > Permissions > Users).

Creating a WO Using Basic Parameters > Getting Additional Information | 21

Parameter Meaning

SetupRequest Specifies several WO creation options, including important recall parameters NteToZeroForRecalls and SetOriginalVendorForRecalls. Corresponds to some settings in the Request tab of the Edit Dashboard Settings section. EnableEquipment determines if an asset list is shown for a request. Corresponds to the Enable asset checkbox (Edit Dashboard Settings > Request tab).

ProvidersNotFoundMessage The error message displayed when a provider is not found for the specified issuechoice. Corresponds to the Provider Not Found Message field in the Dashboard settings (Edit Dashboard Settings > Request tab).

Creating a WO Using Additional Parameters > Adding an Answer to the Troubleshooting Tip | 22

Creating a WO Using Additional Parameters Sometimes you may need to include additional information into an API request to create a WO. Send an issuelist/issuechoice request to check if that is required for a particular issuechoice. You may need to add a comment on the troubleshooting tip, answer the Interactive Troubleshooting questions, or provide a reference to a particular equipment or asset.

Adding an Answer to the Troubleshooting Tip

The troubleshooting tip appears when the caller creates a WO though the Service Request Dashboard. It usually contains a request for more information or a step-by-step instruction for the on-site correction.

The troubleshooting tip is contained in TroubleshootingMessage.

Below is an example of the issuelist/issuechoice request that returned the response that contains TroubleshootingMessage:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

problemType Query Door - Automatic

equipmentType Query Handicap Door

problemCode Query Handicap button is missing, post broken

locationId Query 2006071467

Creating a WO Using Additional Parameters > Adding an Answer to the Troubleshooting Tip | 23

GET /subscribers/current/storedashboards/current/issuelist/issuechoice?problemType={problemType}&equipmentType={equipmentType}&problemCode={problemCode}&locationId={locationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/issuechoice?problemType=Door%20-%20Automatic&equipmentType=Handicap%20Door&problemCode=Handicap%20button%20is%20missing,%20post%20broken&locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "Type": "Door - Automatic", "EquipmentType": "Handicap Door", "Problem": "Handicap button is missing, post broken", "Trade": "DOORS", "Priority": "P3 - 24 HOURS", "RequireAttachment": false, "EquipmentEntry": "required", "Category": "REPAIR", "Comments": "", "TroubleshootingMessage": "Type the location of the handicap button/pole that needs repair, in the \"enter complete problem description, referencing troubleshooting scripts above\" field.", "ProviderRank": 0, "ApprovalCode": "", "AdditionalFields": [], "Nte": "500", "RequireEquipment": true }

To add an answer to TroubleshootingMessage, specify it as the Description parameter value in the API request to create a WO.

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 24

Adding Answers to the Interactive Troubleshooting Questions

About the Interactive Troubleshooting

Certain problems may require self-troubleshooting first before submitting a WO. The Interactive Troubleshooting feature allows callers to resolve specific issues on site, sometimes without the need of a service provider. This feature is also used to get additional information about the problem occurred.

Below is an example of the Interactive Troubleshooting that the caller should complete to submit a WO though the Service Request Dashboard. The questions could come in different forms, for example, a text field, a drop-down list, or just a label.

The information provided by the caller is then displayed in the WO Description field.

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 25

The text in blue is generated based on the Interactive Troubleshooting field titles and the information provided by the caller.

Exterior / Onsite / Onsite / Onsite / Client Name: Client Name Test / Client Street Address: Client Street Address Test / Client City: Client City Test / Client State: Client State Test / Client State: NM / Client Zip Code: 222 / Client Phone Number: +37525123567 / Test description

In the Dashboard, this information is displayed only in the WO Description field, but SC saves it in the database as name-value pairs.

Note: Using the Dashboard GUI or SC Mobile app, you cannot create a WO until you complete all the required fields, but an API call does not check that required fields are filled out. You need to check the required fields in your application if you want to implement the Interactive Troubleshooting.

Getting AdditionalFields

The AdditionalFields parameter represents the Interactive Troubleshooting.

Below is an example of the issuelist/issuechoice request that returned the response that contains AdditionalFields. If it is not empty, you should add answers to the Interactive Troubleshooting questions to the WO creation request.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

problemType Query Elevator

equipmentType Query Freight Elevator

problemCode Query Freight Elevator Inspection

locationId Query 2006071467

GET /subscribers/current/storedashboards/current/issuelist/issuechoice?problemType={problemType}&equipmentType={equipmentType}&problemCode={problemCode}&locationId={locationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/storedashboards/current/issuelist/issuechoice?problemType=Elevator&equipmentType=Freight%20Elevator&problemCode=Freight%20Elevator%20Inspection&locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "Type": "Elevator", "EquipmentType": "Freight Elevator",

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 26

"Problem": "Freight Elevator Inspection", "Trade": "ELEVATORS", "Priority": "P4 - 72 HOURS", "RequireAttachment": true, "EquipmentEntry": "", "Category": "REPAIR", "Comments": "", "TroubleshootingMessage": "Scan your state's inspection form and attach it to this service request. Please keep a copy in your Store. Type \"Elevator Inspection\" in the \"enter brief description here\" field.", "ProviderRank": 0, "ApprovalCode": "", "AdditionalFields": [ { "ProblemType": "Onsite", "Item": "Onsite", "Problem": "Onsite", "For": null, "Id": "label2", "Header": "Client Name", "ErrorText": "Required field.", "AreaName": "", "Exclude": "", "Min": "", "Max": "", "Step": "", "Helptip": "Please enter associated client info.", "Type": 0, "Allow": 2, "Size": null, "ExpectedValue": "", "Options": null, "Required": true, "DisableFilter": false }, { "ProblemType": "Onsite", "Item": "Onsite", "Problem": "Onsite", "For": null, "Id": "label3", "Header": "Client Street Address", "ErrorText": "Required field.", "AreaName": "", "Exclude": "", "Min": "", "Max": "", "Step": "", "Helptip": "Please enter associated client info.", "Type": 0, "Allow": 2, "Size": null, "ExpectedValue": "", "Options": null, "Required": true, "DisableFilter": false }, … ], "Nte": "1000", "RequireEquipment": false }

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 27

Creating a WO Using AdditionalFields

When you want the WO Description field to include answers to the Interactive Troubleshooting questions, you need to form the whole description on your own. The SC API does not provide this functionality.

To form the description in the right order you should use the following template:

ExtendedAreaName / ProblemType / AssetType / ProblemCode / Field title: Answer / Field title: Answer / Field title: Answer / … / Description / Warning

Note: The field titles here correspond to AdditionalFields—Header parameters. The Description could be an answer to the troubleshooting tip or a comment to a WO. The Warning could contain information about a possible recall WO, for example, POSSIBLE RECALL FROM TR# closed_ WO_tr_num.

We recommend you to submit answers to the Interactive Troubleshooting questions not only through the Description parameter but also using the AdditionalFields parameter.

To create a WO that would contain answers to the Interactive Troubleshooting questions, send the following request:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

Content-Type Header application/json

request Body See below

POST /workorders

Example request:

POST https://sb2api.servicechannel.com/workorders HTTP/1.1

Authorization: Bearer {access-token}

Content-Type: application/json

{ "ContractInfo": { "LocationId": 2006071467, "TradeName": "ELEVATORS" }, "Category": "REPAIR", "Priority": "P4 - 72 HOURS", "Nte": 1000, "CallDate": "2017-03-19T01:20:20Z", "Description": "ELEVATOR/ESCALATOR / Elevator / Freight Elevator / Freight Elevator Inspection / Client Name: Client Name Test / Client Street Address: Client Street Address Test / Client City: Client City Test / Client State: NM / Client Zip: 222 / Client Phone Number: 1234567 / Test description", "ProblemCode": "Freight Elevator Inspection", "IssueRequestInfo": { "AreaId": 4935, "ExtendedAreaName": "ELEVATOR/ESCALATOR", "ProblemType": "Elevator", "AssetType": "Freight Elevator" }, "Attachments": [

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 28

{ "Name": "test attachment", "Description": "for test only", "Path": "201706/d8f0792e-81ef-4fcb-95df-1ae0c1be9cd9-test.txt" } ], "AdditionalFields": [ { "Name": "Client Name", "Value": "Client Name Test" }, { "Name": "Client Street Address", "Value": "Client Street Address Test" }, { "Name": "Client City", "Value": "Client City Test" }, { "Name": "Client State", "Value": "NM" }, { "Name": "Client Zip", "Value": 222 }, { "Name": "Client Phone Number", "Value": "1234567" } ]

}

Response code: HTTP/1.1 201 Created

Example response:

{ "id": 85039783 }

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 29

Additional Parameters to Consider

Each object in AdditionalFields has several parameters. Explore the table below to enter correct answers to the Interactive Troubleshooting questions.

Parameter Meaning

ProblemType Item Problem

Specifies for which ProblemType, AssetType, and ProblemCode the field is applied.

For

The ID of the field to which the current field is connected. Applicable only for drop-down lists that can only be connected to numeric textboxes.

For example, callers can enter a numeral into the numeric textbox and then select a unit of measurement from the drop-down list.

Id The unique identification code of the field, for example, “label2", “label3”, etc.

Header The title of the field.

ErrorText The error message that is displayed when the caller has not completed the required field.

AreaName Specifies for which ExtendedAreaName the field is enabled.

Min Max

Min specifies the minimum possible value, while Max specifies the maximum possible value. Applicable for numeric textboxes.

Step Limits the possible numerical values that the caller can enter. The numeral is only accepted if it is divisible by the Step value. Applicable for numeric textboxes.

Helptip The hint that is displayed inside the field.

Creating a WO Using Additional Parameters > Adding Answers to the Interactive Troubleshooting Questions | 30

Parameter Meaning

Type

Determines the visual format of the field.

0 Textbox

1 Drop-down list

2 Numeric textbox that only accepts numerals

3 Text label

Allow

Describes the acceptable entered value.

0 whole numerals

1 decimals

2 all

Size Describers the drop-down list that is connected to the numeric text box.

Options The list of values to select from, for example, [“YES”, ”NO”] or [“AZ”, ”CA”,”DC”, ”TX”]. Applicable for drop-down lists.

Required Specifies if the field is required or optional.

Creating a WO Using Additional Parameters > Adding Information About an Asset | 31

Adding Information About an Asset

About Assets

When the Assets (Equipment) list is configured for a subscriber and the Enable asset option is selected in the Dashboard settings, the list of assets is shown when the caller creates a WO. In this case, the caller should choose the asset or equipment that is broken or damaged.

Note: You can configure the list of assets as well as all other associated settings in the Assets (Equipment) section of the Actionable Landing Page. You can find the Enable asset option on the Request tab of the Edit Dashboard Settings section.

After the WO is created, the information about the asset is stored both in the WO Description and the Asset Details section that is displayed when you view the WO.

Creating a WO Using Additional Parameters > Adding Information About an Asset | 32

Getting AssetInfo

AssetsInfo contains detailed information about assets as well as all other required settings.

When the Assets (Equipment) list is configured for the location, the issuelist/issuechoice or servicerequest/info request returns EquipmentsInfo and AssetsInfo:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

areaName Query EMPLOYEE LOUNGE

problemType Query Electrical

equipmentType Query Ceiling Fan

problemCode Query Ceiling fan not working

locationId Query 2006071467

GET /subscribers/current/servicerequest/info?areaName={ExtendedAreaName}&problemType={ProblemType}&equipmentType={AssetType}&problemCode={ProblemCode}&locationId={LocationId}

Example request:

GET https://sb2api.servicechannel.com/subscribers/current/servicerequest/info?areaName=EMPLOYEE%20LOUNGE&problemType=Electrical&equipmentType=Ceiling%20Fan&problemCode=Ceiling%20fan%20not%20working&locationId=2006071467 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200

Example response:

{ "IssueChoice": { "Type": "Electrical", "EquipmentType": "Ceiling Fan", "Problem": "Ceiling fan not working", "Trade": "ELECTRICAL", "Priority": "P4 - 72 HOURS", "RequireAttachment": false, "EquipmentEntry": "", "Category": "REPAIR", "Comments": "", "TroubleshootingMessage": "Type a detailed description of the issue with this equipment in the \"enter complete problem description, referencing troubleshooting scripts above\" field.", "ProviderRank": 0, "ApprovalCode": "", "AdditionalFields": [], "Nte": "500", "RequireEquipment": false }, "Providers": [ { "Rank": 1, "Category": null, "Priority": null,

Creating a WO Using Additional Parameters > Adding Information About an Asset | 33

"Nte": 400, "GeneralEmail": "", "IsDefault": true, "Phone": "7188675309", "FullName": "LF INCORPORATED LLC", "Address1": "18East 16th Street", "Address2": "Second Floor", "City": "New York", "State": "NY", "Zip": "10003", "Country": "US", "MainContact": null, "DateCreated": null, "LastUserDate": null, "SuperUser": null, "WebSite": "", "Email": "LFAlways1776@gmail.com", "TaxId": null, "Trade": null, "ProcessingEmail": "LFAlways1776@gmail.com", "FaxNumber": "", "SuiteFloor": null, "MailInfo": null, "ImageFile": null, "ReturnMail": null, "MailFrequency": null, "FormId": null, "Pager": "", "NightRequest": null, "ShortFormatEmail": null, "LastTrainingDate": null, "LastTrainingDateStr": null, "Users": null, "Id": 2000090505, "Name": "LF INCORPORATED LLC" } ], "ProvidersNotFoundMessage": null, "CallerName": "SC-Dev1", "ScheduledDateOffsetFromCallDate": 273608, "EquipmentsInfo": { "Equipments": [ { "Location": "EMPLOYEE LOUNGE", "Id": 1339628, "Tag": "90099", "Manufacturer": "FAN TECH", "ModelNo": "AD-14", "SerialNo": null, "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/3/2017 12:00:00 AM", "Warranty": { "WarrantyExpirationDate": "2018-08-03T00:00:00", "ExpirationDate": "2018-08-03T00:00:00", "WarrantyProviderId": 2000090505, "ProviderId": 2000090505, "NTE": null, "Priority": null, "Category": null, "Provider": { "Type": 0, "Value": 2000090505 }, "Expiration": { "Type": 1, "Period": 12 } } }, { "Location": "EMPLOYEE LOUNGE",

Creating a WO Using Additional Parameters > Adding Information About an Asset | 34

"Id": 1339629, "Tag": "90100", "Manufacturer": "TURBO FAN", "ModelNo": "ASD-7", "SerialNo": "TF1497001", "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/1/2017 12:00:00 AM", "Warranty": { "WarrantyExpirationDate": "2018-08-01T00:00:00", "ExpirationDate": "2018-08-01T00:00:00", "WarrantyProviderId": 2000090505, "ProviderId": 2000090505, "NTE": null, "Priority": null, "Category": null, "Provider": { "Type": 0, "Value": 2000090505 }, "Expiration": { "Type": 1, "Period": 12 } } }, { "Location": "EMPLOYEE LOUNGE", "Id": 1339630, "Tag": "90101", "Manufacturer": "TWIN CITY FAN", "ModelNo": "TCF-11", "SerialNo": "TCF00001972", "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/1/2017 12:00:00 AM", "Warranty": { "WarrantyExpirationDate": "2018-08-01T00:00:00", "ExpirationDate": "2018-08-01T00:00:00", "WarrantyProviderId": 2000087045, "ProviderId": 2000087045, "NTE": null, "Priority": null, "Category": null, "Provider": { "Type": 0, "Value": 2000087045 }, "Expiration": { "Type": 1, "Period": 12 } } } ], "EquipmentRequired": false }, "AssetsInfo": { "Assets": [ { "Location": "EMPLOYEE LOUNGE", "Warranty": { "WarrantyExpirationDate": "2018-08-03T00:00:00", "ExpirationDate": "2018-08-03T00:00:00", "WarrantyProviderId": 2000090505, "ProviderId": 2000090505, "NTE": null, "Priority": null, "Category": null,

Creating a WO Using Additional Parameters > Adding Information About an Asset | 35

"Provider": { "Type": 0, "Value": 2000090505 }, "Expiration": { "Type": 1, "Period": 12 } }, "IsReplaceEquipment": false, "Id": 1339628, "Tag": "90099", "Manufacturer": "FAN TECH", "ModelNo": "AD-14", "SerialNo": null, "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/3/2017 12:00:00 AM", "PurchaseDate": "" }, { "Location": "EMPLOYEE LOUNGE", "Warranty": { "WarrantyExpirationDate": "2018-08-01T00:00:00", "ExpirationDate": "2018-08-01T00:00:00", "WarrantyProviderId": 2000090505, "ProviderId": 2000090505, "NTE": null, "Priority": null, "Category": null, "Provider": { "Type": 0, "Value": 2000090505 }, "Expiration": { "Type": 1, "Period": 12 } }, "IsReplaceEquipment": false, "Id": 1339629, "Tag": "90100", "Manufacturer": "TURBO FAN", "ModelNo": "ASD-7", "SerialNo": "TF1497001", "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/1/2017 12:00:00 AM", "PurchaseDate": "" }, { "Location": "EMPLOYEE LOUNGE", "Warranty": { "WarrantyExpirationDate": "2018-08-01T00:00:00", "ExpirationDate": "2018-08-01T00:00:00", "WarrantyProviderId": 2000087045, "ProviderId": 2000087045, "NTE": null, "Priority": null, "Category": null, "Provider": { "Type": 0, "Value": 2000087045 }, "Expiration": { "Type": 1, "Period": 12 } },

Creating a WO Using Additional Parameters > Adding Information About an Asset | 36

"IsReplaceEquipment": false, "Id": 1339630, "Tag": "90101", "Manufacturer": "TWIN CITY FAN", "ModelNo": "TCF-11", "SerialNo": "TCF00001972", "LocationId": 2006071467, "Area": "EMPLOYEE LOUNGE", "StoreId": "100", "Trade": "ELECTRICAL", "Type": "Ceiling Fan", "InstallDate": "8/1/2017 12:00:00 AM", "PurchaseDate": "" } ], "AssetRequired": false },

...

Note: EquipmentsInfo and AssetsInfo contain the same information. These two objects are present for historical reasons, but we recommend using AssetsInfo.

Use the response to get the following field:

Required Field Response Body Field

AssetId AssetsInfo—Assets—Id

“AssetRequired”: false

In the example response above, the Assets information is present, but an asset is not required to create a WO. In this case, the caller can choose an asset, and the AssetsInfo information for this asset is added to the WO Description field.

“AssetRequired”: true

If AssetRequired is true, the caller must choose an asset from the list to submit a WO. In this case, add "AssetId": {AssetIdValue} to the WO creation request.

Creating a WO Using Additional Parameters > Adding Information About an Asset | 37

Creating a WO Using AssetId

If you want the WO Description field to include information about the asset, you need to form the whole description on your own. The SC API does not provide this functionality.

To form the description in the right order you should use the following template:

ExtendedAreaName / ProblemType / AssetType / ProblemCode / Equip: Area “AreaName”, Tag ID “TagValue”, Brand “ManufacturerValue”, Model # “ModelNoValue”, Serial # “SerialNoValue”/ AdditionalFields / Description / Warning

Note: Description could be an answer to the troubleshooting tip or a comment to a WO. AdditionalFields could contain answers to the Interactive troubleshooting questions, and Warning could include information about a possible recall WO, for example, POSSIBLE RECALL FROM TR# closed_ WO_tr_num.

To create a WO using AssetId, send the following request:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

Content-Type Header application/json

request Body See below

POST /workorders

Example request:

https://sb2api.servicechannel.com/workorders HTTP/1.1

Authorization: Bearer {access-token}

Content-Type: application/json

{ "ContractInfo": { "StoreId": "100", "TradeName": "ELECTRICAL"}, "Category": "REPAIR", "Priority": "P4 - 72 HOURS", "Nte": 500, "CallDate":"2017-08-04T13:09:38.694Z", "Description": "Asset Test for 1339628 with current time", "ProblemCode": "Ceiling fan not working", "IssueRequestInfo":{ "ProblemType": "Electrical", "EquipmentType": "Ceiling Fan", "ExtendedAreaName": "EMPLOYEE LOUNGE"}, "AssetId": 1339628 }

Response code: HTTP/1.1 201 Created

Example response:

{"id": 86338402}

Finding Duplicate WOs > Adding Information About an Asset | 38

Finding Duplicate WOs Before you create a WO, you may need to find possible duplicates to avoid creating the same WO.

The following settings are configured through the Dashboard UI (Edit Dashboard Settings > Request tab) and cannot be obtained by an API request:

Days of History to Display

Filters for Duplicates

Excluded Categories For Open Duplicates

Excluded Categories For Closed Duplicates

Excluded Statuses

Finding Duplicate WOs > Possible Duplicates (Open WOs) | 39

Possible Duplicates (Open WOs)

There are one required and four optional parameters to get a list of potential duplicates when creating a WO.

Parameter Required

LocationId Required

Trade (= TradeName) Optional

ProblemCode Optional

ProblemType Optional

Equipment (= AssetType, EquipmentType) Optional

When you provide all these parameters in a request, the correct response is returned according to the Dashboard configuration.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

locationId Path 2006071467

Trade Query DOORS

ProblemCode Query Handicap button is missing post broken

ProblemType Query Door - Automatic

Equipment Query Handicap Door

GET /odata/locations({LocationId})/workorders/Service.GetDuplicates()?Trade={Trade}&ProblemCode={ProblemCode}&ProblemType={ProblemType}&Equipment={Equipment}

Example request:

GET https://sb2api.servicechannel.com/odata/locations(2006071467)/workorders/Service.GetDuplicates()?Trade=DOORS&ProblemCode=Handicap%20button%20is%20missing,%20post%20broken&ProblemType=Door%20-%20Automatic&Equipment=Handicap%20Door HTTP/1.1

Authorization: Bearer {access-token}

Finding Duplicate WOs > Possible Duplicates (Open WOs) | 40

Response code: HTTP/1.1 200 OK

Example response:

{ "@odata.context": "http://sb2api.servicechannel.com/odata/$metadata#workorders", "value": [ { "Id": 85301981, "Number": "85301981", "PurchaseNumber": "85301981", "Status": { "Primary": "OPEN", "Extended": null }, "Caller": "Joaquin", "CreatedBy": "SC-Dev1", "CallDate": "2017-07-04T03:57:00-04:00", "ReassignDate": null, "Priority": "P3 - 24 Hours", "Trade": "DOORS", "ApprovalCode": null, "ScheduledDate": "2017-07-05T03:57:00-04:00", "CompletedDate": null, "ExpirationDate": "2017-07-05T03:57:00-04:00", "UpdatedDate": "2017-07-04T04:00:15.01-04:00", "Description": "dskljfk jasdfj lasjdfklja skd", "Category": "WARRANTY", "Nte": 0, "Tax": null, "Tax2": null, "Tax2Type": null, "Price": null, "ProblemCode": null, "Resolution": null, "Attachments": { "Count": { "Total": 0, "Own": 0 } }, "Notes": { "Last": { "Id": 520274060, "Number": 1, "NoteData": "Service Request has been dispatched to LF Incorporated LLC via LFAlways1776@gmail.com.", "DateCreated": "2017-07-04T04:00:00-04:00", "ActionRequired": false, "MailedTo": "", "CreatedBy": "SC-Dev1" }, "Count": { "Total": 1, "Own": 1 } }, "PostedId": 0, "IsCheckInDenied": false, "CheckInDeniedReason": null, "CheckInRange": 0, "RecallWorkOrder": null, "IsExpired": false, "IsEnabledForMobile": false, "Source": "Web Request", "ClosingAuthorizationNumber": "", "CallerId": 0, "AutoComplete": false, "AutoInvoice": false }, { "Id": 85301990, "Number": "85301990", "PurchaseNumber": "85301990",

Finding Duplicate WOs > Possible Duplicates (Open WOs) | 41

"Status": { "Primary": "OPEN", "Extended": null }, "Caller": "SC-Dev1", "CreatedBy": "SC-Dev1", "CallDate": "2017-07-04T08:11:00-04:00", "ReassignDate": null, "Priority": "P1 - 4 Hours", "Trade": "DOORS", "ApprovalCode": null, "ScheduledDate": "2017-07-04T12:11:00-04:00", "CompletedDate": null, "ExpirationDate": "2017-07-04T12:11:00-04:00", "UpdatedDate": "2017-07-04T08:11:52.9-04:00", "Description": "NOTE TEXT 01", "Category": "MAINTENANCE", "Nte": 131, "Tax": null, "Tax2": null, "Tax2Type": null, "Price": null, "ProblemCode": "", "Resolution": null, "Attachments": { "Count": { "Total": 1, "Own": 0 } }, "Notes": { "Last": { "Id": 520274074, "Number": 1, "NoteData": "Service Request has been dispatched to LF Incorporated LLC via LFAlways1776@gmail.com.", "DateCreated": "2017-07-04T08:12:00-04:00", "ActionRequired": false, "MailedTo": "", "CreatedBy": "SC-Dev1" }, "Count": { "Total": 1, "Own": 1 } }, "PostedId": 0, "IsCheckInDenied": false, "CheckInDeniedReason": null, "CheckInRange": 0, "RecallWorkOrder": null, "IsExpired": false, "IsEnabledForMobile": false, "Source": "Archaio", "ClosingAuthorizationNumber": "", "CallerId": 0, "AutoComplete": false, "AutoInvoice": false } ] }

Finding Duplicate WOs > Potential Recalls (Closed WOs) | 42

As always for OData API calls, you can use $expand, $filter, $select, $orderby, $top, $skip, and $count parameters. Below is the example of the same request that returns only work order IDs for potential duplicates with NTE=131.

Example request:

GET https://sb2api.servicechannel.com/odata/locations(2006071467)/workorders/Service.GetDuplicates()?Trade=DOORS&ProblemCode=Handicap%20button%20is%20missing,%20post%20broken&ProblemType=Door%20-%20Automatic&Equipment=Handicap%20Door&$select=Id&$filter=Nte%20eq%20131 HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "@odata.context":"http://sb2api.servicechannel.com/odata/$metadata#workorders(Id)","value":[ { "Id":85301990 } ] }

Potential Recalls (Closed WOs)

The SC API provides the same functionality to find possible duplicates among work orders with a closed status. These settings are also configured through the Edit Dashboard Settings, and the API request uses the same parameters.

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

locationId Path 2006071467

Trade Query DOORS

ProblemCode Query Interior door not opening/ closing properly

ProblemType Query Door - Manual

Equipment Query Interior Door

Finding Duplicate WOs > Potential Recalls (Closed WOs) | 43

GET /odata/locations({LocationId})/workorders/Service.GetRecalls()?Trade={Trade}&ProblemCode={ProblemCode}&ProblemType={ProblemType}&Equipment={Equipment}&$expand=Provider

Example request:

GET https://sb2api.servicechannel.com/odata/locations(2006071467)/workorders/Service.GetRecalls()?Trade=DOORS&ProblemCode=Interior%20door%20not%20opening/%20closing%20properly&ProblemType=Door%20-%20Manual&Equipment=Interior%20Door&$expand=Provider HTTP/1.1

Authorization: Bearer {access-token}

Response code: HTTP/1.1 200 OK

Example response:

{ "@odata.context": "http://sb2api.servicechannel.com/odata/$metadata#workorders", "value": [ { "Id": 86075447, "Number": "86075447", "PurchaseNumber": "86075447", "Status": { "Primary": "COMPLETED", "Extended": "" }, "Caller": "SC-Dev1", "CreatedBy": "SC-Dev1", "CallDate": "2017-07-25T06:17:08.643-04:00", "ReassignDate": null, "Priority": "P3 - 24 Hours", "Trade": "DOORS", "ApprovalCode": null, "ScheduledDate": "2017-07-26T06:17:00-04:00", "CompletedDate": "2017-07-25T06:17:00-04:00", "ExpirationDate": "2017-07-26T06:17:00-04:00", "UpdatedDate": "2017-07-25T06:18:20.32-04:00", "Description": "Employee Lounge / Door - Manual / Interior Door / Interior door not opening/ closing properly / left front door is mulfunction", "Category": "REPAIR", "Nte": 1000, "Tax": null, "Tax2": null, "Tax2Type": null, "Price": null, "ProblemCode": "Interior door not opening/ closing properly", "Resolution": "", "Attachments": { "Count": { "Total": 0, "Own": 0 } }, "Notes": { "Last": { "Id": 524486837, "Number": 2, "NoteData": "WO Edited: status changed from OPEN/ to COMPLETED/.", "DateCreated": "2017-07-25T06:18:00-04:00", "ActionRequired": false, "MailedTo": "", "CreatedBy": "SC-Dev1" }, "Count": { "Total": 2, "Own": 2 } }, "PostedId": 0, "IsCheckInDenied": false,

Finding Duplicate WOs > Potential Recalls (Closed WOs) | 44

"CheckInDeniedReason": null, "CheckInRange": 0, "RecallWorkOrder": null, "IsExpired": false, "IsEnabledForMobile": false, "Source": "dashboard1775", "ClosingAuthorizationNumber": "341378632", "CallerId": 0, "AutoComplete": false, "AutoInvoice": false, "Provider": { "Id": 2000090505, "Name": "LF Incorporated LLC", "Phone": "7188675309", "FullName": "LF INCORPORATED LLC", "Address1": "18East 16th Street", "Address2": "Second Floor", "City": "New York", "State": "NY", "Zip": "10003", "Country": "US", "MainContact": "Pasquale Magneri", "DateCreated": "2017-04-12T11:29:27.487-04:00", "LastUserDate": null, "SuperUser": null, "WebSite": "", "Email": "LFAlways1776@gmail.com", "TaxId": null, "Trade": null, "ProcessingEmail": "LFAlways1776@gmail.com", "FaxNumber": "", "SuiteFloor": null, "MailInfo": null, "ImageFile": null, "ReturnMail": null, "MailFrequency": null, "FormId": null, "Pager": "", "NightRequest": null, "ShortFormatEmail": null, "LastTrainingDate": null, "LastTrainingDateStr": null } } ] }

Creating a Recall WO > Potential Recalls (Closed WOs) | 45

Creating a Recall WO It may happen sometimes that the quality of the service provided is unacceptable, or the problem has not been solved. In this case, create a recall WO based on the closed WO.

Copy the WO description from the closed WO. It should be proposed as an editable description for a new recall WO in addition to the description autogenerated by IssueChoice. When the caller creates a WO via the Dashboard UI or the SC mobile app, “POSSIBLE RECALL FROM TR# old_WO_TR_NUM_value” string is added to the WO description.

When you create a recall WO, consider the following Dashboard settings:

NteToZeroForRecalls. If true, Nte should be 0.

SetOriginalVendorForRecalls. If true, include providerId of the closed WO into the request.

You can obtain these parameters through the servicerequest/info API call described above.

To create a recall WO, send the following request:

Required Parameter Parameter Type Example Value

Authorization Header Bearer {access-token}

Content-Type Header application/json

request Body See below

POST /workorders

Example request:

POST https://sb2api.servicechannel.com/workorders HTTP/1.1

Authorization: Bearer {access-token}

Content-Type: application/json

{ "ContractInfo": { "StoreId": "100", "TradeName": "DOORS", "ProviderId": 2000090505 }, "Category": "REPAIR", "Priority": "P3 - 24 HOURS", "Nte": 0, "CallDate":"2017-03-19T01:20:20Z", "Description": "TEST with EMPLOYEE LOUNGE / Door - Manual / Interior Door /Interior door not opening/ closing properly/Employee Lounge / Door - Manual / Interior Door / Interior door not opening/ closing properly / left front door is malfunction/New Manual Description/ POSSIBLE RECALL FROM TR#86075447", "ProblemCode": "Interior door not opening/ closing properly", "IssueRequestInfo":{ "ProblemType": "Door - Manual", "EquipmentType": "Interior Door", "ExtendedAreaName": "EMPLOYEE LOUNGE"}, "RecallWorkOrder": 86075447 }

Creating a Recall WO > Potential Recalls (Closed WOs) | 46

Response code: HTTP/1.1 201 Created

Example response:

{ "id": 86075448, "Warning": "Failed to verify NTE\r\n" }

As a result, the recall WO contains the POSSIBLE RECALL information in its description, is assigned to the same provider (LF INCORPORATED LLC), its NTE is set to 0, and Recall Yes - Orig. Tracking #: 86075447 is included in the WO details.