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Service Desk → Abrir Solicitacao Externa Detalhada

AI-generated

Overview

This node operation 'Abrir Solicitacao Externa Detalhada' under the 'Service Desk' resource is designed to open a detailed external service desk solicitation (ticket or request) in the Voalle system. It is useful for automating the creation of service requests with detailed categorization and assignment information, such as status, person, client, incident type, contract tags, service catalog details, SLA, and multiple category levels. It also supports detailed assignment and initial report data, including title, description, priority, dates, and company place ID. This operation is beneficial in scenarios where detailed service desk tickets need to be created programmatically, for example, integrating external systems with Voalle to log service requests automatically.

Use Case Examples

  1. Automatically create a detailed external service request when a customer submits a form on a website.
  2. Integrate a monitoring system to open detailed tickets in Voalle when an incident is detected.
  3. Use in a workflow to log service requests with detailed categorization and SLA information for better tracking and management.

Properties

Name Meaning
ID Do Status Da Solicitacao The status ID of the service desk solicitation, indicating its current state.
ID Da Pessoa The ID of the person related to the solicitation.
ID Do Cliente The client ID associated with the solicitation.
ID Do Tipo De Solicitacao The type ID of the solicitation, specifying the kind of incident or request.
ID Da Etiqueta Do Contrato The contract service tag ID, used for contract-related categorization.
ID Do Catalogo De Servico The service catalog ID related to the solicitation.
ID Do SLA The service level agreement ID applicable to the solicitation.
ID Do Item Do Catalogo The catalog service item ID, specifying a particular item in the service catalog.
ID Do Subitem Do Catalogo The catalog service item class ID, specifying a subitem or subclass in the service catalog.
Tipo Da Matriz The type of categorization matrix, where 1 indicates an external matrix.
Categoria Da Etiqueta Do Contrato Category of the contract service tag for further classification.
Categoria 1 First level category for the solicitation.
Categoria 2 Second level category for the solicitation.
Categoria 3 Third level category for the solicitation.
Categoria 4 Fourth level category for the solicitation.
Categoria 5 Fifth level category for the solicitation.
Dados Da Solicitacao Collection of solicitation data including title, description, priority, beginning and final dates, and company place ID.
Relato Inicial Collection of initial report data including beginning and final dates and description of the report.

Output

JSON

  • id - The unique identifier of the created solicitation.
  • status - The status of the created solicitation.
  • message - A message indicating the result of the solicitation creation request.

Dependencies

  • Voalle API with authentication credentials

Troubleshooting

  • Common issues may include missing required fields such as status ID, person ID, client ID, or incident type ID, which will cause the operation to fail.
  • Incorrect or invalid IDs for contract tags, service catalog, SLA, or categories may result in errors or unexpected behavior.
  • API authentication errors if the Voalle Auth API credentials are not properly configured or expired.
  • Network or connectivity issues when calling the Voalle API can cause request failures.

Discussion