InvGate Service Management API

https://releases.invgate.com/service-desk/api
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InvGate Service Management API provides comprehensive REST endpoints for managing service desk...
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### GET /helpdesks

Source: https://releases.invgate.com/service-desk/api

Returns all the active help desks, or one in particular.

```APIDOC
## GET /helpdesks

### Description
Returns all the active help desks, or one in particular.

### Method
GET

### Endpoint
/helpdesks

### Parameters
#### Query Parameters
- **id** (INTEGER) - Optional - Help desk ID.
- **include_deleted** (BOOLEAN) - Optional - True if deleted help desks should be included.
- **name** (STRING) - Optional - Help desk name.

### Response
#### Success Response (200)
- **engine_id** (INTEGER) - Help desk engine ID.
- **status_id** (INTEGER) - Help desk status ID.
- **name** (STRING) - Help desk name.
- **total_members** (INTEGER) - Total of members.
- **id** (INTEGER) - Help desk ID.
- **parent_id** (INTEGER) - Help desk parent ID.

#### Response Example
{
  "id": 1,
  "name": "Support"
}
```

--------------------------------

### GET /user

Source: https://releases.invgate.com/service-desk/api

Retrieves detailed information for a specific user.

```APIDOC
## GET /user

### Description
Returns the info of a user.

### Method
GET

### Endpoint
/user

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - User ID.
- **include_disabled** (BOOLEAN) - Optional - Indicate if disabled users should be included.

### Response
#### Success Response (200)
- **id** (INTEGER) - User ID.
- **username** (STRING) - Username.
- **email** (STRING) - User email address.
- **name** (STRING) - User name.
- **lastname** (STRING) - User lastname.
- **role_name** (STRING) - User’s role.
- **is_disabled** (BOOLEAN) - Returns 'true' if the user has been disabled.
```

--------------------------------

### GET /cf.field.options.list

Source: https://releases.invgate.com/service-desk/api

Lists the configuration of custom fields that are of list type.

```APIDOC
## GET /cf.field.options.list

### Description
Lists the configuration of custom fields that are a list type.

### Method
GET

### Endpoint
/cf.field.options.list

### Parameters
#### Query Parameters
- **uid** (INTEGER) - Required - Custom field ID.

### Response
#### Success Response (200)
- **key-value** (ARRAY) - Returns an array with the key-values dictionary.
```

--------------------------------

### GET /incidents.by.customer

Source: https://releases.invgate.com/service-desk/api

Lists the open requests associated with a specific customer.

```APIDOC
## GET /incidents.by.customer

### Description
Lists the open requests from a customer based on provided identifiers.

### Method
GET

### Endpoint
/incidents.by.customer

### Parameters
#### Query Parameters
- **comments** (boolean) - Optional - When set to true, it includes the comments of the request.
- **email** (string) - Optional - Customer email.
- **username** (string) - Optional - Customer username.
- **limit** (integer) - Optional - Number of items per page.
- **id** (integer) - Optional - Customer ID.
- **page_key** (string) - Optional - Hash key of the results page to retrieve.

### Response
#### Success Response (200)
- **status_id** (integer) - Status ID.
- **priority_id** (integer) - Priority ID.
- **next_page_key** (string) - Hash key of the next page of results.
- **title** (string) - Request title.
- **id** (integer) - Request ID.

#### Response Example
{
  "id": 123,
  "title": "Issue with printer",
  "status_id": 1
}
```

--------------------------------

### GET /kb.articles.by.keywords

Source: https://releases.invgate.com/service-desk/api

Searches for Knowledge Base articles using specific keywords.

```APIDOC
## GET /kb.articles.by.keywords

### Description
Searches for articles by keywords.

### Method
GET

### Endpoint
/kb.articles.by.keywords

### Parameters
#### Query Parameters
- **keywords** (STRING) - Required - Keywords to search.
- **limit** (INTEGER) - Optional - Number of results, 25 by default.
- **min_search_scoring** (FLOAT) - Optional - Minimum search scoring from 0 to 1.

### Response
#### Success Response (200)
- **content** (STRING) - Content of the article.
- **search_scoring** (FLOAT) - Score from 0 to 1 that measures the accuracy of the search result.
```

--------------------------------

### GET /incident

Source: https://releases.invgate.com/service-desk/api

Returns the information of the given request.

```APIDOC
## GET /incident

### Description
Returns the information of the given request.

### Method
GET

### Endpoint
/incident

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - Request ID.
- **decoded_special_characters** (BOOLEAN) - Optional - Indicate if the message is returned decoded.
- **comments** (BOOLEAN) - Optional - When set to true, it includes the comments of the request.
- **date_format** (STRING) - Optional - Indicate the date format ('epoch' or 'iso8601').
```

--------------------------------

### GET /incidents.by.helpdesk

Source: https://releases.invgate.com/service-desk/api

Lists the open requests assigned to a specific help desk.

```APIDOC
## GET /incidents.by.helpdesk

### Description
Lists the open requests from a help desk.

### Method
GET

### Endpoint
/incidents.by.helpdesk

### Parameters
#### Query Parameters
- **helpdesk_id** (integer) - Optional - Help desk ID.
- **helpdesk_ids** (array) - Optional - Help desks IDs.

### Response
#### Success Response (200)
- **requestIds** (array) - Request IDs.
- **info** (string) - Description of the result.
- **status** (string) - Returns 'OK' if successful.
```

--------------------------------

### GET /incident.approval.status

Source: https://releases.invgate.com/service-desk/api

Lists the available statuses for approvals.

```APIDOC
## GET /incident.approval.status

### Description
Lists the statuses of the approvals.

### Method
GET

### Endpoint
/incident.approval.status

### Response
#### Success Response (200)
- **id** (ARRAY) - Status ID and description.

#### Response Example
{
  "1": "Pending",
  "2": "Approved"
}
```

--------------------------------

### GET /users

Source: https://releases.invgate.com/service-desk/api

Retrieves a list of users with optional filtering.

```APIDOC
## GET /users

### Description
Retrieves users and displays some basic information about them. It's possible to specify an array of user IDs in order to filter specific users.

### Method
GET

### Endpoint
/users

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Optional - List of User IDs to filter.
- **include_disabled** (BOOLEAN) - Optional - True if disabled users should be included.

### Response
#### Success Response (200)
- **users** (ARRAY) - List of user objects containing details like name, email, role, etc.
```

--------------------------------

### GET /incidents.by.status

Source: https://releases.invgate.com/service-desk/api

Lists all open requests matching the specified status.

```APIDOC
## GET /incidents.by.status

### Description
Lists all open requests matching the status specified by parameter.

### Method
GET

### Endpoint
/incidents.by.status

### Parameters
#### Query Parameters
- **status_id** (integer) - Optional - Status ID.
- **limit** (integer) - Optional - Number of items per page.
- **status_ids** (array) - Optional - Status IDs.
- **offset** (integer) - Optional - Skip this number of items.
```

--------------------------------

### GET /incidents

Source: https://releases.invgate.com/service-desk/api

Lists the requests based on provided IDs.

```APIDOC
## GET /incidents

### Description
Lists the requests.

### Method
GET

### Endpoint
/incidents

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Required - Request IDs.
- **comments** (BOOLEAN) - Optional - When set to true, it includes the comments of the request.
- **date_format** (STRING) - Optional - Indicate the date format. The available formats are 'epoch' or 'iso8601'. If null, epoch format is returned.

### Response
#### Success Response (200)
- **wf_stage_id** (STRING) - ID of the workflow stage.
- **assignment_type** (INTEGER) - Assignment type: 1 = USER, 2 = HELPDESK.
- **task_id** (INTEGER) - Task ID.
- **completed_at** (INTEGER) - Task completion date (timestamp).
- **description** (STRING) - Task description.
- **is_required** (BOOLEAN) - Whether the task is required or not.
- **status** (INTEGER) - Task status: 0 = OPEN, 1 = FINISHED, 2 = DELETED, 3 = SKIPPED.
- **is_predefined** (BOOLEAN) - Indicates if it comes predefined from a workflow.
- **linked_request_id** (INTEGER) - ID of the linked request.
- **name** (STRING) - Task name.
- **agent_id** (INTEGER) - Assigned agent ID.
- **created_at** (INTEGER) - Task creation date (timestamp).
- **helpdesk_id** (INTEGER) - Assigned helpdesk ID.
- **expiration_date** (INTEGER) - Due date of the task (timestamp).
```

--------------------------------

### GET /kb.articles.by.ids

Source: https://releases.invgate.com/service-desk/api

Retrieves a list of Knowledge Base articles based on a provided array of IDs.

```APIDOC
## GET /kb.articles.by.ids

### Description
Lists articles by ID.

### Method
GET

### Endpoint
/kb.articles.by.ids

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Required - Article IDs.

### Response
#### Success Response (200)
- **content** (STRING) - Content of the article.
- **solved_requests** (INTEGER) - Amount of requests that this article helped to solve.
- **attachments** (ARRAY) - Array with the ID, name and URL of each attachment.
- **title** (STRING) - Article title.
- **views** (INTEGER) - Amount of views that the article has.
- **last_update_date** (STRING) - Last update date in epoch.
- **is_private** (BOOLEAN) - If the article is private or not.
- **rating** (FLOAT) - Average scoring of the article.
- **category_id** (INTEGER) - Category ID.
- **responsible_id** (INTEGER) - Responsible ID.
- **author_id** (INTEGER) - Author ID.
- **id** (INTEGER) - Article ID.
- **creation_date** (STRING) - Creation date in epoch.
```

--------------------------------

### GET /helpdesks.observers

Source: https://releases.invgate.com/service-desk/api

Returns all active help desks and their observers, or the observers for the specified help desks.

```APIDOC
## GET /helpdesks.observers

### Description
Returns all active help desks and their observers, or the observers for the specified help desks.

### Method
GET

### Endpoint
/helpdesks.observers

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Optional - Help Desk IDs.

### Response
#### Success Response (200)
- **id** (INTEGER) - Help Desk ID.
- **observer_groups** (ARRAY) - The groups’ IDs that are observers of the entity.
- **observer_users** (ARRAY) - The observers’ users IDs.
- **name** (STRING) - Help Desk name.
```

--------------------------------

### GET /wf.initialfields.by.category

Source: https://releases.invgate.com/service-desk/api

Retrieves the initial fields required to create a request from a workflow based on a category ID.

```APIDOC
## GET /wf.initialfields.by.category

### Description
Lists the initial fields needed to create a request from a workflow.

### Method
GET

### Endpoint
/wf.initialfields.by.category

### Parameters
#### Query Parameters
- **category_id** (INTEGER) - Required - ID of the category related to a workflow.

### Request Example
GET /wf.initialfields.by.category?category_id=45

### Response
#### Success Response (200)
- **associated_workflow_id** (INTEGER) - ID of the associated workflow.
- **category_id** (INTEGER) - ID of the category related to a workflow.
- **workflow_initial_fields** (ARRAY) - ARRAY with all the properties each field has.
- **associated_workflow_name** (STRING) - Name of the associated workflow.

#### Response Example
{
  "associated_workflow_id": 10,
  "category_id": 45,
  "workflow_initial_fields": [],
  "associated_workflow_name": "IT Support Workflow"
}
```

--------------------------------

### GET /users.by

Source: https://releases.invgate.com/service-desk/api

Retrieves users matching specific criteria such as username, email, or phone numbers with pagination support.

```APIDOC
## GET /users.by

### Description
Retrieves users matching username, email or any of their phone numbers and displays basic information about them.

### Method
GET

### Endpoint
/users.by

### Parameters
#### Query Parameters
- **mobile_phone** (STRING) - Optional - User mobile phone number.
- **email** (STRING) - Optional - User email address.
- **username** (STRING) - Optional - Username.
- **employee_number** (STRING) - Optional - User employee number.
- **page_key** (STRING) - Optional - Hash key of the results page to retrieve.
- **phones** (STRING) - Optional - User phone number of any kind.
- **include_disabled** (BOOLEAN) - Optional - Indicate if disabled users should be included.
- **office_phone** (STRING) - Optional - User office phone number.
- **other_phone** (STRING) - Optional - User secondary phone number.
- **exact_match** (BOOLEAN) - Optional - Indicate if the search should return exact matches only.
- **fax_phone** (STRING) - Optional - User fax number.
- **phone** (STRING) - Optional - User phone number.

### Response
#### Success Response (200)
- **office** (STRING) - User office phone number.
- **next_page_key** (STRING) - Hash key of the next page of results.
- **username** (STRING) - Username.
- **id** (INTEGER) - User ID.
- **name** (STRING) - User name.
- **lastname** (STRING) - User lastname.
```

--------------------------------

### GET /incident.tasks

Source: https://releases.invgate.com/service-desk/api

Retrieves the list of tasks linked to a specified request.

```APIDOC
## GET /incident.tasks

### Description
Retrieves the list of tasks linked to a specified request.

### Method
GET

### Endpoint
/incident.tasks

### Parameters
#### Query Parameters
- **request_id** (INTEGER) - Required - Request ID.
```

--------------------------------

### Get User by Username or Email

Source: https://releases.invgate.com/service-desk/api

Fetches user details based on username or email. At least one parameter is required.

```APIDOC
## GET /user.by

### Description
Fetches users by username or email. Retrieves the user matching the username or email and displays some basic information about the user. At least one of the input parameters is required.

### Method
GET

### Endpoint
/user.by

### Parameters
#### Query Parameters
- **email** (STRING) - Optional - User email address.
- **username** (STRING) - Optional - Username.

### Response
#### Success Response (200)
- **office** (STRING) - User office phone number.
- **address** (STRING) - User home address.
- **doc** (STRING) - User national ID number.
- **email** (STRING) - User email address.
- **username** (STRING) - Username.
- **role_name** (STRING) - User’s role.
- **position** (STRING) - User position.
- **user_type** (INTEGER) - User’s type. Returns 1 if the user is an agent and 2 if it is an end user.
- **manager_id** (INTEGER) - User's manager ID.
- **is_external** (BOOLEAN) - Returns 'true' if the user is external.
- **fax** (STRING) - User fax number.
- **is_deleted** (BOOLEAN) - Returns 'true' if the user has been deleted.
- **birthday** (STRING) - User birthday.
- **id** (INTEGER) - User ID.
- **employee_number** (STRING) - User's employee number.
- **city** (STRING) - User city.
- **phone** (STRING) - User phone number.
- **location** (STRING) - User localization.
- **other_email** (STRING) - User secondary email address.
- **is_disabled** (BOOLEAN) - Returns 'true' if the user has been disabled.
- **other** (STRING) - User secondary phone number.
- **mobile** (STRING) - User mobile phone number.
- **name** (STRING) - User name.
- **type** (INTEGER) - User type: 1: System, 2: LDAP, 3: Webservice, 4: Customer, 5: Mailbox.
- **lastname** (STRING) - User lastname.
- **country** (STRING) - User country.
- **department** (STRING) - User department.

#### Response Example
{
  "office": "string",
  "address": "string",
  "doc": "string",
  "email": "string",
  "username": "string",
  "role_name": "string",
  "position": "string",
  "user_type": 0,
  "manager_id": 0,
  "is_external": true,
  "fax": "string",
  "is_deleted": true,
  "birthday": "string",
  "id": 0,
  "employee_number": "string",
  "city": "string",
  "phone": "string",
  "location": "string",
  "other_email": "string",
  "is_disabled": true,
  "other": "string",
  "mobile": "string",
  "name": "string",
  "type": 0,
  "lastname": "string",
  "country": "string",
  "department": "string"
}
```

--------------------------------

### GET /incidents.details.by.view

Source: https://releases.invgate.com/service-desk/api

Lists the requests with their details from a specified view ID. Supports sorting and pagination.

```APIDOC
## GET /incidents.details.by.view

### Description
Lists the requests with their details from a view ID. This endpoint provides comprehensive information about incidents within a view, including metadata and request data.

### Method
GET

### Endpoint
/incidents.details.by.view

### Parameters
#### Query Parameters
- **view_id** (INTEGER) - Required - View ID.
- **sort_by** (STRING) - Optional - Attribute upon which the sorting of the results will be performed. "id" if results should be sorted by the request ID, or "last_update" if they should be sorted by the request's last update date. If null, requests will be returned sorted by ID.
- **page_key** (STRING) - Optional - Hash key of the results page to retrieve. If null, the first page of results will be returned.
- **order_by** (STRING) - Optional - The order in which the results should be sorted. "asc" if the results should be sorted in ascending order, or "desc" if they should be sorted in descending order. If null, requests will be returned sorted in ascending order.

### Response
#### Success Response (200)
- **metadata** (ARRAY) - Provides resource objects that are related to the primary data, including the labels of the columns from the view.
- **next_page_key** (STRING) - Hash key of the next page of results. If null, the results page retrieved is the last one.
- **data** (ARRAY) - Contains a JSON array (with pagination, 1000 requests per page) representing the primary data of the requests in the request view.

#### Response Example
```json
{
  "metadata": [{"label": "ID", "key": "id"}],
  "next_page_key": "some_hash_key",
  "data": [
    {
      "id": 1,
      "last_update": "2023-10-27T10:00:00Z",
      "details": "Incident details here"
    }
  ]
}
```
```

--------------------------------

### GET /categories

Source: https://releases.invgate.com/service-desk/api

Retrieves a list of all categories or a specific category by ID.

```APIDOC
## GET /categories

### Description
Lists all the categories, or the required one if an ID is provided.

### Method
GET

### Endpoint
/categories

### Parameters
#### Query Parameters
- **id** (INTEGER) - Optional - Category ID.

### Response
#### Success Response (200)
- **id** (INTEGER) - Category ID.
- **parent_category_id** (INTEGER) - Category parent ID.
- **name** (STRING) - Category name.

#### Response Example
[
  {
    "id": 1,
    "parent_category_id": null,
    "name": "Hardware"
  }
]
```

--------------------------------

### GET /incidents.by.cis

Source: https://releases.invgate.com/service-desk/api

Retrieves all requests linked to a specific Configuration Item (CI).

```APIDOC
## GET /incidents.by.cis

### Description
Returns all the requests linked to a CI, considering its IDs, its groups and the ID of the integration it belongs to.

### Method
GET

### Endpoint
/incidents.by.cis

### Parameters
#### Query Parameters
- **comments** (BOOLEAN) - Optional - When set to true, it includes the comments of the request.
- **email** (STRING) - Optional - Agent email.
- **username** (STRING) - Optional - Agent username.
- **limit** (INTEGER) - Optional - Number of items per page.
- **id** (INTEGER) - Optional - Agent ID.
- **page_key** (STRING) - Optional - Hash key of the results page to retrieve. If null, the first page of results will be returned.

### Response
#### Success Response (200)
Returns an array of objects with the following structure:
- **status_id** (INTEGER) - Status ID.
- **priority_id** (INTEGER) - Priority ID.
- **next_page_key** (STRING) - Hash key of the next page of results. If null, the results page retrieved is the last one.
- **sla_incident_resolution** (STRING) - Resolution SLA of the request.
- **pretty_id** (STRING) - Request pretty ID as configured on the Service Management instance.
- **custom_fields** (ARRAY) - Array with the custom fields IDs as keys and the respective values.
- **date_ocurred** (STRING) - Occurrence date in epoch.
- **title** (STRING) - Request title.
- **category_id** (INTEGER) - Category ID.
- **comments** (ARRAY) - Array with comments of the requests with the comment structure.
- **process_id** (INTEGER) - Process ID of the request if it is a workflow instance.
- **id** (INTEGER) - Request ID.
- **request_customer_sentiment_initial** (STRING) - Initial customer sentiment for the request. "positive", "neutral", "negative"
- **created_at** (STRING) - Creation date in epoch.
- **last_update** (STRING) - Last update in epoch.
- **type_id** (INTEGER) - Type ID.
- **assigned_group_id** (INTEGER) - Help desk ID.
- **solved_at** (STRING) - Solution date in epoch.
- **assigned_id** (INTEGER) - Assigned agent ID.
- **user_id** (INTEGER) - Customer ID.
- **closed_reason** (INTEGER) - Reason of closing. 1: Solution accepted, 2: Solution expired, 3: Customer timeout, 4: Finalized workflow.
- **description** (STRING) - Request description.
- **closed_at** (STRING) - Closing date in epoch.
- **source_id** (INTEGER) - Source ID.
- **attachments** (ARRAY) - Array with the IDs of the attachments.
- **request_customer_sentiment_current** (STRING) - Current customer sentiment for the request. "positive", "neutral", "negative"
- **creator_id** (INTEGER) - Creator ID.
- **sla_incident_first_reply** (STRING) - First response SLA of the request.

#### Response Example
{
  "example": "[response body]"
}
```

--------------------------------

### GET /incidents.by.view

Source: https://releases.invgate.com/service-desk/api

Lists the requests from a specified view ID. Supports pagination.

```APIDOC
## GET /incidents.by.view

### Description
Lists the requests from a view ID. This endpoint is useful for retrieving a list of incident IDs that belong to a specific view.

### Method
GET

### Endpoint
/incidents.by.view

### Parameters
#### Query Parameters
- **view_id** (INTEGER) - Required - View ID.
- **limit** (INTEGER) - Optional - Number of items per page.
- **offset** (INTEGER) - Optional - Skip this amount of requests in the response.

### Response
#### Success Response (200)
- **requestIds** (ARRAY) - Request IDs returned by the view.
- **limit** (INTEGER) - Number of items per page.
- **offset** (INTEGER) - This amount of request were skipped in the response.
- **info** (STRING) - Description of the result.
- **status** (STRING) - Returns 'OK' if the query was correctly executed; or 'ERROR' if something went wrong.

#### Response Example
```json
{
  "requestIds": [1, 2, 3],
  "limit": 10,
  "offset": 0,
  "info": "Success",
  "status": "OK"
}
```
```

--------------------------------

### GET /companies.groups

Source: https://releases.invgate.com/service-desk/api

Lists all user groups related to a specific company.

```APIDOC
## GET /companies.groups

### Description
Lists all the users groups related to a company.

### Method
GET

### Endpoint
/companies.groups

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - Company ID.

### Response
#### Success Response (200)
- **total** (INTEGER) - Users total.
- **id** (INTEGER) - ID of the related group.
- **name** (STRING) - Name of the related group.
```

--------------------------------

### GET /users.groups

Source: https://releases.invgate.com/service-desk/api

Retrieves the groups, companies, helpdesks, and locations associated with specific users.

```APIDOC
## GET /users.groups

### Description
Returns the user's groups, companies, helpdesks and locations.

### Method
GET

### Endpoint
/users.groups

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Required - List of User IDs.

### Response
#### Success Response (200)
- Returns an array of objects containing user's groups, companies, helpdesks and locations.
```

--------------------------------

### GET /levels.observers

Source: https://releases.invgate.com/service-desk/api

Retrieves observers for help desk levels. This endpoint returns all active help desk levels and their observers, or observers for specified levels.

```APIDOC
## GET /levels.observers

### Description
Manages help desk levels observers. Returns all active help desk levels and their observers, or the observers for the specified help desk levels.

### Method
GET

### Endpoint
/levels.observers

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Optional - Level IDs.

### Response
#### Success Response (200)
Returns an array of objects with the following structure:
- **id** (INTEGER) - Level ID.
- **observer_groups** (ARRAY) - The groups’ IDs that are observers of the entity.
- **observer_users** (ARRAY) - The observers’ users IDs.
- **name** (STRING) - Level name.

#### Response Example
{
  "example": "[{"id": 1, "observer_groups": [10, 11], "observer_users": [101, 102], "name": "Level One"}]" 
}
```

--------------------------------

### GET /levels

Source: https://releases.invgate.com/service-desk/api

Retrieves help desk levels. This endpoint can fetch all active help desk levels or a specific level by its ID, with an option to include deleted levels.

```APIDOC
## GET /levels

### Description
Retrieves help desks' levels. Returns all active help desks' levels, or one in particular.

### Method
GET

### Endpoint
/levels

### Parameters
#### Query Parameters
- **id** (INTEGER) - Optional - Level ID.
- **include_deleted** (BOOLEAN) - Optional - Set it to 'false' to exclude deleted levels. By default, it will retrieve deleted levels.

### Response
#### Success Response (200)
Returns an array of objects or one object with the following structure:
- **engine_id** (INTEGER) - Engine ID. 1: Round robin, 2: By load, 3: Free, 4: Manual.
- **status_id** (INTEGER) - Status ID. 1: Enabled, 2: Suspend, 3: Out time work, 4: Disabled.
- **level_order** (INTEGER) - Level order.
- **total_members** (INTEGER) - Total amount of members that the level has.
- **members_ids** (ARRAY) - List of members IDs that the level has.
- **id** (INTEGER) - Level ID.

#### Response Example
{
  "example": "[{"engine_id": 1, "status_id": 1, "level_order": 1, "total_members": 5, "members_ids": [101, 102, 103, 104, 105], "id": 1}]" 
}
```

--------------------------------

### GET /kb.categories.by.ids

Source: https://releases.invgate.com/service-desk/api

Retrieves Knowledge Base categories by their IDs. This endpoint allows fetching specific categories based on a provided list of IDs.

```APIDOC
## GET /kb.categories.by.ids

### Description
Lists Knowledge Base categories by some given IDs.

### Method
GET

### Endpoint
/kb.categories.by.ids

### Parameters
#### Query Parameters
- **ids** (ARRAY) - Required - Category IDs.

### Response
#### Success Response (200)
Returns an array of objects with the following structure:
- **id** (INTEGER) - Category ID.
- **parent_id** (INTEGER) - Category parent ID.
- **name** (STRING) - Category name.

#### Response Example
{
  "example": "[{"id": 1, "parent_id": 0, "name": "General"}, {"id": 2, "parent_id": 1, "name": "Subcategory"}]" 
}
```

--------------------------------

### Create Article

Source: https://releases.invgate.com/service-desk/api

Creates a new knowledge base article.

```APIDOC
## POST /kb.articles

### Description
Creates a new article in the knowledge base.

### Method
POST

### Endpoint
/kb.articles

### Parameters
#### Request Body
- **is_private** (BOOLEAN) - Optional - Mark as private. 1: Is private. 0: Is public.
- **category_id** (INTEGER) - Required - Category ID.
- **responsible_id** (INTEGER) - Optional - Article responsible. If null, the assigned responsible user will be the same as the author.
- **author_id** (INTEGER) - Required - Author ID.
- **attachments** (ARRAY) - Optional - Array of attachments. Each attachment should be an object with `id`, `name`, and `url`.
- **title** (STRING) - Required - Article title.
- **description** (STRING) - Optional - Article description.
- **content** (STRING) - Required - Article content.

### Request Example
{
  "is_private": false,
  "category_id": 1,
  "author_id": 3,
  "title": "How to Create an Article",
  "content": "Detailed steps on creating an article...",
  "attachments": [
    {
      "id": 1,
      "name": "guide.pdf",
      "url": "http://example.com/attachments/guide.pdf"
    }
  ]
}

### Response
#### Success Response (200)
- **article_id** (INTEGER) - The ID of the newly created article.
- **status** (STRING) - Returns 'OK' if the article was correctly created; or 'ERROR' if something went wrong.

#### Response Example
{
  "article_id": 102,
  "status": "OK"
}
```

--------------------------------

### POST /helpdesks.observers

Source: https://releases.invgate.com/service-desk/api

Add users as observers to a help desk.

```APIDOC
## POST /helpdesks.observers

### Description
Add users as observers to a help desk.

### Method
POST

### Endpoint
/helpdesks.observers

### Parameters
#### Request Body
- **id** (INTEGER) - Required - Help Desk ID.
- **observer_users** (ARRAY) - Required - Users IDs to be added as observers.

### Response
#### Success Response (200)
- **id** (INTEGER) - User ID.
- **value** (BOOLEAN) - Returns 'true' if the users were correctly added.
```

--------------------------------

### POST /groups

Source: https://releases.invgate.com/service-desk/api

Creates a new user group.

```APIDOC
## POST /groups

### Description
Creates a new group of users.

### Method
POST

### Endpoint
/groups

### Parameters
#### Request Body
- **name** (STRING) - Required - Group name.

### Response
#### Success Response (200)
- **id** (INTEGER) - ID of the created object.

#### Response Example
{
  "id": 10
}
```

--------------------------------

### PUT /wf.deploy

Source: https://releases.invgate.com/service-desk/api

Deploys the last version of a specified workflow.

```APIDOC
## PUT /wf.deploy

### Description
Deploys the last version of the workflow.

### Method
PUT

### Endpoint
/wf.deploy

### Parameters
#### Request Body
- **workflow_id** (INTEGER) - Required - ID of the workflow to be deployed.

### Request Example
{
  "workflow_id": 123
}

### Response
#### Success Response (200)
- **workflow_id** (INTEGER) - ID of the deployed workflow.
- **description** (INTEGER) - Confirmation message.
- **status** (STRING) - Returns 'OK' if the workflow was correctly deployed; or 'ERROR' if something went wrong.

#### Response Example
{
  "workflow_id": 123,
  "description": "Workflow deployed successfully",
  "status": "OK"
}
```

--------------------------------

### GET /triggers

Source: https://releases.invgate.com/service-desk/api

Retrieves user-defined triggers or a specific trigger by ID.

```APIDOC
## GET /triggers

### Description
If no ID is specified, it returns a list with all the user defined triggers. Otherwise, it returns the trigger matching the specific trigger ID.

### Method
GET

### Endpoint
/triggers

### Parameters
#### Query Parameters
- **trigger_id** (INTEGER) - Optional - Trigger ID.

### Response
#### Success Response (200)
- **trigger_name** (STRING) - Trigger name.
- **id** (INTEGER) - Trigger ID.
```

--------------------------------

### GET /incidents.by.sentiment

Source: https://releases.invgate.com/service-desk/api

Lists open requests filtered by customer sentiment.

```APIDOC
## GET /incidents.by.sentiment

### Description
Lists the open requests from a sentiment.

### Method
GET

### Endpoint
/incidents.by.sentiment

### Parameters
#### Query Parameters
- **sentiment_ids** (array) - Optional - Sentiments IDs.
- **limit** (integer) - Optional - Number of items per page.
- **offset** (integer) - Optional - Skip this number of items.
- **sentiment_id** (string) - Optional - Sentiment ID (negative|positive|neutral).

### Response
#### Success Response (200)
- **requestIds** (array) - Request IDs.
- **status** (string) - Returns 'OK' if successful.
```

--------------------------------

### POST /companies.users

Source: https://releases.invgate.com/service-desk/api

Adds one or more users to a specific company.

```APIDOC
## POST /companies.users

### Description
Adds a user to a company. If the company contains groups, the users will also be added to those groups.

### Method
POST

### Endpoint
/companies.users

### Parameters
#### Request Body
- **id** (INTEGER) - Required - Company ID.
- **users** (ARRAY) - Required - Users IDs.

### Response
#### Success Response (200)
- **id** (ARRAY) - User ID keys with TRUE as values for created relations.

#### Response Example
{
  "123": true
}
```

--------------------------------

### POST /companies

Source: https://releases.invgate.com/service-desk/api

Creates a new company record.

```APIDOC
## POST /companies

### Description
Creates a new company.

### Method
POST

### Endpoint
/companies

### Parameters
#### Request Body
- **name** (STRING) - Required - Company name.
- **external_id** (STRING) - Optional - External ID.

### Response
#### Success Response (200)
- **external_id** (STRING) - External ID.
- **id** (INTEGER) - ID of the created object.
- **status** (STRING) - Returns 'OK' if the company was correctly created; or 'ERROR' if something went wrong.
- **name** (STRING) - Company name.

### Response Example
{
  "id": 123,
  "status": "OK",
  "name": "Example Corp"
}
```

--------------------------------

### GET /incident.external_entity

Source: https://releases.invgate.com/service-desk/api

Lists all external entities linked to a specific request.

```APIDOC
## GET /incident.external_entity

### Description
Lists all the external entities linked to a request.

### Method
GET

### Endpoint
/incident.external_entity

### Parameters
#### Query Parameters
- **request_id** (INTEGER) - Required - Request ID.

### Response
#### Success Response (200)
- **name** (STRING) - External entity name.
- **type** (STRING) - Entity type.
- **link_id** (INTEGER) - Relation ID.
- **ref_id** (INTEGER) - External entity ID.
- **ext_ref_id** (INTEGER) - External entity reference ID.
- **status** (BOOLEAN) - Entity status (1: Enabled, 0: Deleted).

#### Response Example
[
  {
    "name": "Entity A",
    "type": "100",
    "link_id": 1,
    "ref_id": 10,
    "ext_ref_id": 20,
    "status": true
  }
]
```

--------------------------------

### GET /incident.attachment

Source: https://releases.invgate.com/service-desk/api

Retrieves details and metadata for a specific file attachment.

```APIDOC
## GET /incident.attachment

### Description
Returns the requested attachment details.

### Method
GET

### Endpoint
/incident.attachment

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - Attachment ID.

### Response
#### Success Response (200)
- **url** (STRING) - URL of the attached file.
- **id** (INTEGER) - ID of the attached file.
- **extension** (STRING) - Extension of the attached file.
- **name** (STRING) - Name of the attached file.
- **hash** (STRING) - Hash of the attached file.

#### Response Example
{
  "url": "https://example.com/file.pdf",
  "id": 123,
  "extension": "pdf",
  "name": "report.pdf",
  "hash": "abc123hash"
}
```

--------------------------------

### GET /data.export

Source: https://releases.invgate.com/service-desk/api

Retrieves the URL for a generated data export report.

```APIDOC
## GET /data.export

### Description
Returns the data export URL for a configured report.

### Method
GET

### Endpoint
/data.export

### Parameters
#### Query Parameters
- **id** (STRING) - Required - The UUID of the data export report.

### Response
#### Success Response (200)
- **url** (STRING) - Data export report URL.
- **status** (STRING) - Returns 'OK' or 'ERROR'.

#### Response Example
{
  "url": "https://example.com/export/123",
  "status": "OK"
}
```

--------------------------------

### GET /breakingnews.status

Source: https://releases.invgate.com/service-desk/api

Retrieves updates for a specific Breaking News item.

```APIDOC
## GET /breakingnews.status

### Description
Returns the updates of the requested Breaking News.

### Method
GET

### Endpoint
/breakingnews.status

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - Breaking News ID.
- **date_format** (STRING) - Optional - Indicate the date format ('epoch' or 'iso8601').

### Response
#### Success Response (200)
- **created_at** (STRING) - Creation date.
- **body** (TEXT) - Body of the update.
- **creator_id** (INTEGER) - Breaking News creator ID.

#### Response Example
[
  {
    "created_at": "1672531200",
    "body": "Update content",
    "creator_id": 101
  }
]
```

--------------------------------

### POST /cf.field.options.list

Source: https://releases.invgate.com/service-desk/api

Configures list type custom fields by adding or modifying key-value pairs.

```APIDOC
## POST /cf.field.options.list

### Description
Configures list type custom fields. If the key already exists, the previous value will be overwritten.

### Method
POST

### Endpoint
/cf.field.options.list

### Parameters
#### Request Body
- **type** (STRING) - Required - Type of configuration (e.g., 'key-value').
- **uid** (INTEGER) - Required - Custom field ID.
- **key_values** (ARRAY) - Required - Dictionary of key-value pairs.

### Response
#### Success Response (200)
- **total** (INTEGER) - Number of modified/added values.
- **info** (STRING) - Result description.
- **status** (STRING) - 'OK' or 'ERROR'.
```

--------------------------------

### POST /companies.observers

Source: https://releases.invgate.com/service-desk/api

Adds users as observers to a company.

```APIDOC
## POST /companies.observers

### Description
Add users as observers to a company.

### Method
POST

### Endpoint
/companies.observers

### Parameters
#### Request Body
- **id** (INTEGER) - Required - Company ID.
- **observer_users** (ARRAY) - Required - Users IDs to be added as observers.

### Response
#### Success Response (200)
- **id** (INTEGER) - User ID.
- **value** (BOOLEAN) - Returns 'true' if the users were correctly added as observers.
```

--------------------------------

### PUT /incident.solution.accept

Source: https://releases.invgate.com/service-desk/api

Accepts the solution of a request.

```APIDOC
## PUT /incident.solution.accept

### Description
Accepts the solution of a request.

### Method
PUT

### Endpoint
/incident.solution.accept

### Parameters
#### Query Parameters
- **comment** (STRING) - Optional - Solution comment. This parameter is required if the rating is less than 4.
- **id** (INTEGER) - Required - Request ID.
- **rating** (INTEGER) - Required - Request rating. Rate the solution on a scale of 1-5, 1 being the lowest and 5 being the highest.
```

--------------------------------

### POST /internalnotes

Source: https://releases.invgate.com/service-desk/api

Creates a new internal note in the system.

```APIDOC
## POST /internalnotes

### Description
Creates an internal note.

### Method
POST

### Endpoint
/internalnotes

### Parameters
#### Request Body
- **title** (STRING) - Required - Note title.
- **description** (STRING) - Required - Note description.
- **author_id** (INTEGER) - Required - Author ID.
- **object_type** (INTEGER) - Required - Entity type ID.
- **object_id** (INTEGER) - Required - Entity ID.

### Response
#### Success Response (200)
- **Status** (STRING) - Returns 'OK' if successful, 'ERROR' otherwise.
```

--------------------------------

### GET /incident.custom_approval

Source: https://releases.invgate.com/service-desk/api

Lists the custom approval templates associated with a specific request.

```APIDOC
## GET /incident.custom_approval

### Description
Lists the custom approvals templates that the given request has.

### Method
GET

### Endpoint
/incident.custom_approval

### Parameters
#### Query Parameters
- **request_id** (INTEGER) - Required - Request ID.
- **date_format** (STRING) - Optional - Format: 'epoch' or 'iso8601'.

### Response
#### Success Response (200)
- **[approval_id]** (OBJECT) - Returns an array of approval templates using the approval ID as key.
- **description_prompt** (STRING) - Template description.
- **title** (STRING) - Approval title.
- **status** (INTEGER) - Approval status ID (1: Active, -1: Deleted).
```

--------------------------------

### Service Desk Version API

Source: https://releases.invgate.com/service-desk/api

Retrieves the current version of the InvGate Service Management instance.

```APIDOC
## GET /sd.version

### Description
Returns the current version of the InvGate Service Management instance.

### Method
GET

### Endpoint
/sd.version

### Response
#### Success Response (200)
Returns a string with the current version of InvGate Service Management.
- **version** (STRING) - InvGate Service Management version.

#### Response Example
```json
{
  "version": "1.0.0"
}
```
```

--------------------------------

### Configuration Items API

Source: https://releases.invgate.com/service-desk/api

Endpoint for retrieving configuration items by their IDs.

```APIDOC
## GET /cis.by.id

### Description
Manages configuration items from custom fields and shared custom fields by IDs. Returns an array of CIs, linked through custom fields and shared custom fields, with their IDs and properties.

### Method
GET

### Endpoint
/cis.by.id

### Parameters
#### Query Parameters
- **ci_internal_ids** (ARRAY) - Required - Configuration items IDs from Service Management.
- **ci_source_id** (INTEGER) - Optional - ID of the ITAM tool integration in Service Management.

### Response
#### Success Response (200)
Returns an array of objects with the following structure:
- **ci_internal_id** (INTEGER) - Configuration item ID from Service Management.
- **ci_external_id** (INTEGER) - Configuration item external source ID.
- **ci_name** (STRING) - Configuration item name.

#### Response Example
[
  {
    "ci_internal_id": 12345,
    "ci_external_id": 67890,
    "ci_name": "Example Server"
  }
]
```

--------------------------------

### CRUD /kb.categories

Source: https://releases.invgate.com/service-desk/api

Endpoints for managing Knowledge Base categories including listing, creating, updating, and deleting.

```APIDOC
## GET /kb.categories

### Description
Lists all the Knowledge Base categories.

### Method
GET

### Endpoint
/kb.categories

---

## POST /kb.categories

### Description
Creates a new Knowledge Base category.

### Method
POST

### Endpoint
/kb.categories

### Parameters
#### Request Body
- **name** (STRING) - Required - Category name.
- **parent_id** (INTEGER) - Optional - Category Parent ID.

---

## PUT /kb.categories

### Description
Modifies an existing Knowledge Base category.

### Method
PUT

### Endpoint
/kb.categories

### Parameters
#### Request Body
- **id** (INTEGER) - Required - Category ID.
- **parent_id** (INTEGER) - Optional - Category parent ID.
- **name** (STRING) - Optional - Category name.

---

## DELETE /kb.categories

### Description
Deletes a Knowledge Base category.

### Method
DELETE

### Endpoint
/kb.categories

### Parameters
#### Query Parameters
- **id** (INTEGER) - Required - Category ID.
```
Tokens:
Raw