1 2 Previous Next 18 Replies Latest reply on Sep 13, 2016 5:06 AM by jrobinson

    BridgeIT (API Access/Documentation)

    Rookie

      Hi all,

       

      I'm trying to find some documentation on what BridgeIT exactly is, and can't seem to find it.

       

      Just in case I'm looking in the wrong direction, what I am trying to do is find some API documentation. Within our LDSD, we have two ticket types. One of which can be closed from the web API. When I try to apply the same action to the second ticket type to close it, it doesn't seem to work. I'm trying to find out why this is and I'm hoping that any API documentation will be able to help.

       

      Hopefully I've offered enough information on the issue.

       

      Thanks in advance for any assistance,

       

      John

        • 1. Re: BridgeIT (API Access/Documentation)
          dmshimself ITSMMVPGroup

          LANDES choose to not publish any documentation on the API, which is a great shame,  If you ask your account manager, there are some examples of code that they should be able to get hold of for you.

          • 2. Re: BridgeIT (API Access/Documentation)
            Rookie

            Thank you for your response.

             

            If I exaplain what I'm trying to do, then maybe someone will be able to assist.

             

            I have two types of ticket within LDSD. An Incident and a Request. At the moment, I can close the Incident with an API call (close and save) but when I do the same with a Request, it doesn't seem to close.

             

            Would anyone have any idea as to why this is or how to solve it?

             

            Thanks,

            John

            • 3. Re: BridgeIT (API Access/Documentation)
              csoto Specialist

              Yes, this would be extremely helpful. Right now the only way I do this is to trigger my action in Bridge-IT, then record the URL that this action called. Unfortunately, with the latest version, I no longer see the link targets for anything other than a /#form target (i.e. an action that has a window associated with it). So it's getting harder and harder to "just figure it out by poking around."

               

              Did you submit (or find an existing) ER for this? If so, I'll vote for it a million times

               

              Charles

              • 4. Re: BridgeIT (API Access/Documentation)
                csoto Specialist

                As to your specific issue, do you have the Close action available at the status where you're trying to use it? It may need to be added as an "Optional Action Instance" at that status.


                Charles

                • 5. Re: BridgeIT (API Access/Documentation)
                  dmshimself ITSMMVPGroup

                  I suggest you raise this issue with LD support.  The weird thing about the API is that back in 7.4 LD did commit to supporting it, but chose not to do any docs.  So if that situation still holds, I think you'd be entitled to raise the issue with them.  Of course the'd also be entitled to say that such support would need to be funded outside of the standard support channels.   So try and get hold of the examples they do make available and you might be able to see what is going on.

                   

                  As another thought, if you have access to Event Manager, that does a very similar job of allowing external programs and LDSD to communicate and reproducing the issue with that might be easier as it has diagnostics and any issues would (IMHO!) be covered by regular support channels.

                  • 6. Re: BridgeIT (API Access/Documentation)
                    Rookie

                    I don't quite understand what you mean by 'status'. Do you mean that if the ticket is 'Under Review' for instance, then the ticket might not actually be closable? But might be closable from 'In Progress'?

                    • 7. Re: BridgeIT (API Access/Documentation)
                      Rookie

                      Would it be worth while to activate BridgeIT and see if that gives me any extra information that I don't already have?

                       

                      I'm not familiar with LanDesk and don't know what the knock on would be of turning it on. Does anyone know what the knock on would be, if any?

                       

                      Is there any documentation specifcally for BridgeIT that I could read? Or is it the same as the API; no documentation.

                      • 8. Re: BridgeIT (API Access/Documentation)
                        csoto Specialist

                        jrobinson wrote:

                         

                        I don't quite understand what you mean by 'status'. Do you mean that if the ticket is 'Under Review' for instance, then the ticket might not actually be closable? But might be closable from 'In Progress'?

                        Yes, this is exactly what I mean. Unless the "Close" action is available at that status ("Under Review" is presumably a type of status here - common ones are "In Progress" or "Open" or "Resolved"), you won't be able to trigger that action.

                         

                        Some actions can be added via the "Optional Action Instances" method (e.g. "Add CC Recipient") but some require it to be added within the Process workflow (I assume "Close" is one of those, as it generally moves a process forward and therefore needs to "know" where to go when triggered).

                         

                        Charles

                        • 9. Re: BridgeIT (API Access/Documentation)
                          dmshimself ITSMMVPGroup

                          Bridge has docs and yes I'd say you should enable it.  My main reason is that if you cannot do what you want in Bridgeit, then you will not be able to do it with the API.  In my view there would be no knock-on effect unless your config isn't suitable to run it (i.e. very short on memory or CPU already)

                          • 10. Re: BridgeIT (API Access/Documentation)
                            Rookie

                            Where might I find these docs?

                            I think I'll have a go at enabling it. Is there a guide for installing it?

                            • 11. Re: BridgeIT (API Access/Documentation)
                              Rookie

                              I had a look at the process flow of a request and it looks like it should be fine to close from any state. However, it still doesn't allow me to close it.

                              • 12. Re: BridgeIT (API Access/Documentation)
                                dmshimself ITSMMVPGroup

                                Is this trying to close it in webdesk or Workspace?  If you cannot close it you may not have the Close action priv or you may have tasks open which prevent the process from being closed.

                                • 13. Re: BridgeIT (API Access/Documentation)
                                  dmshimself ITSMMVPGroup

                                  Let me google that for you :-)

                                   

                                   

                                  Documentation for Service Desk

                                  • 14. Re: BridgeIT (API Access/Documentation)
                                    Rookie

                                    What did you Google? I've Googled it many times and never yielded such a result...

                                    Thanks for sharing it here

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