Change Log

May 18, 2024

• Updated: Mail API updated the Mail API rules with the new “Match on ID when found in the email subject” Email Policy options.

May 3, 2024

• Deprecated: UI Extension : uiExtensionUpdate deprecated category as input argument.

April 27, 2024

• New: UI Extension Javascript API : added service_instance to the list of request fields that can be interacted with.
• Updated: Export : Added additional clarification about architecting integrations based on export files.

April 6, 2024

• Updated: Tag : added requestCount .

March 30, 2024

• Updated: DiscoveredConfigurationItems Mutation : added service argument to both DiscoveredProductInput and DiscoveredCiInput allowing a service to be linked to discovered assets.

March 23, 2024

• Updated: Configuration Items ,: added archive , trash and restore options.

March 16, 2024

• Updated: Request : added tags
• Updated: RequestCreate Mutation : added newTags
• Updated: RequestUpdate Mutation : added newTags and tagsToDelete
• New: Tags : Added tags to the REST API
• Updated: Note : added inboundEmail
• New: Requests - Note attachments REST API
• New: Requests - Inbound emails REST API

March 2, 2024

• Updated: Broadcast : added the organizations , skillPools and sites connection
• Updated: broadcastCreate Mutation : added organizationIds , skillPoolIds and siteIds
• Updated: broadcastUpdate Mutation : added organizationIds , skillPoolIds and siteIds

February 24, 2024

• Updated: broadcastCreate Mutation : added requestId
• Updated: broadcastUpdate Mutation : added requestId

February 17, 2024

• Updated: OAuth access token request and OAuth refresh token request require their parameters to be passed via the body . If these parameters are passed via the query string it will result in an “Bad Request” response.

February 10, 2024

• Updated: projectTaskUpdate Mutation : added phaseId
• Updated: taskCreate Mutation : added phaseId
• Updated: taskUpdate Mutation : added phaseId

February 3, 2024

• Updated: RequestFilter : deprecated supplierRequestid , please use supplierRequestID instead

January 27, 2024

• Updated: ServiceInstances : added the maintenanceWindow and timeZone fields.
• Updated: TaskFilter . Tasks can be filtered on their supplierRequestID .

January 13, 2024

• New: ShopArticleCategories . These new objects are also available for export/import.
• Updated: ShopArticles : added the category field.

December 16, 2023

• Removed: Backwards compatibility support using ‘change’ instead of ‘workflow’ has been completely removed.

December 9, 2023

• Updated: AgileBoardColumn : added the clearMember field.
• Updated: DiscoveredConfigurationItems Mutation : It is no longer required to specify the status field of the Configuration Items to be uploaded.

December 2, 2023

• Updated: Change to Workflow: The account settings that control whether the ‘change to workflow’ deprecations can be used in API integrations have now been disabled and removed from all environments.

November 18, 2023

• New: SlaCoverageGroup , SlaCoverageGroupCreate , SlaCoverageGroupUpdate .
• Updated: ServiceLevelAgreement : added the coverageGroups connection, added the coverage_groups value to SlaCoverage .
• Updated: AgileBoard : added the customerRepresentativeSlas connection.

October 28, 2023

• Updated: Survey and SurveyQuestion : added the translations connections.
• Updated: Broadcast : added the remarks , remarksAttachments and translations fields.
• Updated: PdfDesign : added the description and descriptionAttachments fields.
• Updated: Service Offerings : added the charge_type_case , rate_case , rate_case_currency , resolution_target_case , resolution_target_case_in_days , response_target_case , response_target_case_in_days and support_hours_case fields.
• Updated: Service Level Agreement : added the activityID_case field.

October 23, 2023

• Updated: Events API : Added ability to set requested_by value.

October 14, 2023

• New: NoteReaction , noteReactionCreate and noteReactionDelete .
• Updated: GraphQL documentation : Added the X-CostLimit headers.

October 7, 2023

• Updated: ConfigurationItem : added the fields lastSeenAt , endOfSupportDate , operatingSystem and ramAmount . These fields can also be changed via mutations and used to filter configuration items.
• Updated: DiscoveredConfigurationItems Mutation : added the fields lastSeenAt , endOfSupportDate , operatingSystemId , ramAmount , nrOfProcessors and nrOfCores .
• Updated: RequestFilter : added operatingSystem to allow filtering requests based on the operating system of the linked configuration items.
• Updated: Request , Task and ProjectTask : added the checkedItems field.
• Updated: AppOffering : added the cardDescription field.

September 30, 2023

• Updated: SyncSet : added the field resolvedTypes and the selectedRecords connection .
• Updated: ShortUrlDataType : added the value change_calendar_personal_view .

September 23, 2023

• New: Waiting for Customer Follow-Ups and Waiting for Customer Rules .
• New: Waiting for Customer Follow-Ups Import .
• Updated: Service Offerings added the fields slaWaitingForCustomerFollowUp .
• Updated: Broadcasts added the slas field.

September 9, 2023

• Updated: PdfDesign : added the source and sourceID fields.
• Added: Export and Import of PDF Designs , by using type value pdf_designs .
• Deprecated:
  • Service Level Agreement deprecated the billingID field in favor of the agreementID field.
  • Time Entry deprecated the billingID and chargeID fields in favor of the agreementID and rateID fields.
  • Replaced Effort Class Charge IDs by Effort Class Rate IDs .

September 2, 2023

• Updated: Project : added the phase filter.
• Updated: Standard Service Request : added the resolutionTargetBestEffort and responseTargetBestEffort fields.

August 5, 2023

• Updated: AppOffering : added the requiresEnabledOauthPerson field.
• Updated: Person : added the oauthPersonEnablement field.

July 29, 2023

• Updated: ReservationOffering : added the private_reservations field.
• Updated: Site : the fields address , city , state , zip , country and integration can now be updated via the REST API.

July 22, 2023

• Updated: UI Extension : uiExtensionCreate and uiExtensionUpdate allow description as input arguments.
• Updated: All GraphQL object types with a description field allow descriptionAttachments as input arguments.
• Updated: All GraphQL object types with a remarks field allow remarksAttachments as input arguments.

July 8, 2023

• Updated: Change to Workflow: Added account settings to control whether the ‘change to workflow’ deprecations can be used in API integrations with the account:
  • Allow deprecated use of change in REST API
  • Allow deprecated use of change in GraphQL API
  • Allow deprecated use of change in Bulk API
  • Allow deprecated use of change in Mail API
  • Allow deprecated use of change in Webhooks API
• Updated: Calendar : added the name filter.

July 1, 2023

• Updated: Currency Added the ghs (Ghanaian Cedi) currency.

June 3, 2023

• New: UI Extensions Javascript API : added impact to the list of form fields that can be interacted with.
• Updated: UI Extension : added the createdBy and updatedBy fields.
• Updated: UI Extension : added the createdBy and updatedBy filters.

May 20, 2023

• Updated: PermissionRole added the worflow_automator_auditor and workflow_automator_specialist roles.
• New: SyncSet

May 13, 2023

• Updated: TaskApproval : added the attachment field.

May 6, 2023

• Updated: Project : added the portfolio_insight view.

April 22, 2023

• Updated: Request : requestCreate and requestUpdate allow knowledgeArticleIds as input arguments.
• Deprecated:
  • Request deprecated the knowledgeArticle field in favor of the knowledgeArticles field.

April 15, 2023

• Added: Export and Import of Custom Views .
• Removed: Requests removed the unused retrieval option requests_of_my_organization .

April 8, 2023

• New: KnowledgeArticleTemplate
• Updated: KnowledgeArticle : added the customFields and template fields.
• Updated: Knowledge Article : added the template and customFilters filters.
• New: Access attributes of selected items via metadata fields of custom views .

April 1, 2023

• Updated: Invoice : added the financialID field.
• Updated: Invoice : added the financialID filter.

March 25, 2023

• Updated: Effort Class : added the skillPools connection.
• Updated: Skill Pool : added the effortClasses connection.
• Updated: Workflow : added the phase filter.

March 18, 2023

• New: Added fields related to charges.
  • Added charge related fields to Service Offering
  • Added charge related fields to Standard Service Request
  • Added charges to Time Entry
  • Effort Class Rates
• Updated: DiscoveredConfigurationItems Mutation : added the DEFAULT strategy .

March 11, 2023

• Updated: Standard Service Request : added the slaNotificationScheme field.
• Updated: Configuration Item : added the workflowTemplate , recurrence and workflowManager fields.
• Updated: Product : added the workflowTemplate , recurrence and workflowManager fields.
• Updated: Recurrence : added the calendar field.

March 4, 2023

• Updated: Request added the workflowCategory , workflowTemplate and workflowType filters.

February 25, 2023

• The meaning of the all KnowledgeArticleView value was updated. This view now also includes all knowledge articles provided by other accounts to the current user. This matches the old provided_to_me view, which is now deprecated. The new managed_in_this_account view matches the old all view (which is identical to the default current_account ).

February 18, 2023

• Added in_progress as new value in WorkflowStatus , also applicable for the status field for Worfklows and Releases .
• Added: The field requested_by to the ShopOrderLine REST API and the ShopOrderLine GraphQL API.

February 11, 2023

• Updated: Request : added the knowledgeArticles connection.

February 4, 2023

• New: Ability to view, create and delete Request Watches
• Updated: EffortClass : added the serviceOfferings connection. effortClassCreate and effortClassUpdate allow serviceOfferingIds as input arguments.

January 28, 2023

• Updated: TaskFilter added the skillPool filter.
• New: Ability to create notes via the GraphQL API.
• New: Added fields related to billing identifiers to the GraphQL API
  • Added billing ID, charge ID and activity ID to Service Level Agreement
  • Added billing ID, charge ID and activity ID to Time Entry
  • Effort Class Charge IDs
  • Standard Service Request Activity IDs
• New: Added fields related to billing identifiers to the REST API
  • Added billing ID, charge ID and activity ID to Service Level Agreement
  • Added billing ID, charge ID and activity ID to Time Entry
  • Effort Class Charge IDs
  • Standard Service Request Activity IDs
• New: SLA Financial Details import , SLA Charges import and SLA Activities import .
• Updated: Added suppress_note_added_notifications to the notes endpoints of all record types that support notes, for example Request - Notes .
• Updated: Request - Notes : added the internal field.
• Updated: DiscoveredConfigurationItems Mutation : added the remarks input argument.

January 21, 2023

• Updated: TaskTemplate : added category automation .
• Updated: Task : added category automation .
• Updated: Service Level Agreement : added the customerAccount field.
• Updated: FirstLineSupportAgreement : documented the pickupTarget , pickupsWithinTarget , rejectedSolutions , serviceDeskOnlyResolutions , serviceDeskResolutions fields.
• Updated: Webhook GraphQL API: added the source and sourceID fields.
• Updated: Webhooks REST API: added the source , sourceID and webhook_policy fields.
• Added: Ability to delete webhooks and webhook policies to the GraphQL API.
• Updated: UiExtension added the description field.
• Updated: OrganizationFilter added the businessUnitOrganization filter.

January 14, 2023

• Updated: FirstLineSupportAgreement added the supportChatPickupTarget field.
• Updated: Mail API The number of days that a received email may be added as a note to an existing completed record is no longer fixed to 28 days, but can now be configured by account administrators on the Self Service Settings form.

January 7, 2023

• Updated: Export API : add line_separator parameter.

December 31, 2022

• New: As an account administrator or account designer you can now copy the NodeID from the actions menu of a record in R-Service.
• Updated: ServiceOffering : added the defaultEffortClass field and the effortClasses connection.
• Updated: Service Level Agreements added the service_instances relation.

December 17, 2022

• Updated: TaskFilter added the taskTemplate filter.
• Updated: Person added the guest field.
• Updated: Events API documented which parameters can be used to update an existing request.

December 10, 2022

• New: ShopArticles . These new objects are also available for export/import.
• New: ShopOrderLines . These new objects are also available for export/import.
• Updated: Organization : added the orderTemplate field.
• Updated: Request : added categories order and fulfillment .
• Updated: TaskTemplate : added category fulfillment_placeholder .
• Updated: Workflow : added category order and justification purchase .
• Updated: WorkflowTemplate : added category order and justification purchase .

December 3, 2022

• New: GraphQL support for uploading attachments. attachmentStorage allows retrieval of parameters for uploading. Once uploaded the attachments can be used for: custom fields , request notes and task instructions and notes .
• New: People can now also be filtered on jobTitle .

November 26, 2022

• New: SLA Notification Schemes and SLA Notification Rules .
• New: SLA Notification Schemes Import .
• Updated: Service Offerings added the fields slaNotificationSchemeLow , slaNotificationSchemeMedium , slaNotificationSchemeHigh and slaNotificationSchemeTop .
• Documented ..._nodeID fields in Webhooks .

November 12, 2022

• Updated: Organization added the contracts connection.
• Deprecated:
  • Product deprecated the category field in favor of the productCategory field.

November 5, 2022

• Updated Enumerations The word violate has been renamed to breach in several keys of the report.standard enumeration.
• Updated: PersonFilter added the guest filter
• Deprecated:
  • Querying Workflow Object records using the changes connection has been deprecated in favor of the workflows connection.
  • Querying WorkflowType Object records using the changeTypes connection has been deprecated in favor of the workflowTypes connection.
  • Querying WorkflowTemplate Object records using the changeTemplates connection has been deprecated in favor of the workflowTemplates connection.

October 29, 2022

• Updated: DiscoveredConfigurationItems Mutation : added the alternativeSources input argument.

October 8, 2022

• New: ScrumWorkspaces , Sprints and SprintBacklogItems . These new objects are also available for export/import.
• Updated: Team : added the scrumWorkspace field.
• Updated: Agile Board : added the currentSprint field.
• Updated: Request , Problem , Task and Project Task : added the sprintBacklogItems connection.

October 1, 2022

• Updated TimeEntry : added the started_at field.

September 24, 2022

• Updated Task Template & Task : added the noteBehavior field.
• Updated Project Task Template & Project Task : added the noteBehavior field.
• Updated ServiceInstance : added the pictureUri field.

September 8, 2022

• Updated: RequestFilter added the lastNoteByRequester filter

July 23, 2022

• Updated: Currency added the Chilean Peso ( clp ) currency.

July 16, 2022

• Updated: OAuth - Client Credentials Grant R-Service’s response will have a HTTP status code 400 in case an invalid token request is made.

July 2, 2022

• Updated: Adding a note to an existing record using the Mail API

June 22, 2022

• Updated: RequestTemplateFilter added the uiExtension filter

June 15, 2022

• Added: Rate limit documentation for the Export API .

June 10, 2022

• Added: Internal Notes column to Requests Import

May 14, 2022

• Added: ProductBacklogItem added the productBacklogEstimate field.
• Updated: ProductBacklog renamed productGoal and productGoalAttachments into description and descriptionAttachments .

May 7, 2022

• Pagination : Removed deprecation warning about manual pagination using the page parameter.

April 30, 2022

• Updated Mail API : Described usage of custom fields.

April 23, 2022

• Removed: ConfigurationItem Removed the startDate field, which was deprecated October 16th 2021. The inUseSince field should be used instead. This also means the start_date field is also no longer available in the REST API, import/export, automation rules and the JavaScript API for UI extensions.

April 16, 2022

• Updated attachments documentation : the .Net SDK now also offers attachment support.
• Updated Task Template & Task : added the providerNotAccountable field and filter.

April 9, 2022

• Updated Request & Affected Sla : added the providerNotAccountable and providerWasNotAccountable fields and filters.
• Updated Period : added the providerNotAccountable field.
• Updated App Offering : added the configurationUriTemplate field.

April 2, 2022

• Changed: Version 2.0.0 of the C# SDK for R-Service has been released, and is now also available as a NuGet package .
• Added: Export added generic_project_task_automation_rules to the list of available types.
• Added: AutomationRules project_task to the possible values of the generic field.

March 26, 2022

• Added: Workflow added the automationRules connection.
• Added: WorkflowTemplates added the automationRules connection.
• Changed: The Workflow Templates - Automation Rules API no longer returns automation rules that are linked to task templates of the workflow template. Use the Workflow Templates - Task Template Automation Rules API instead.
• Deprecated: Tasks API the undocumented initial_note attribute will be removed from the API on April 23, 2022 in QA and April 30, 2022 in Production. To retrieve the initial note of a task, use the Tasks - Notes API instead.

March 19, 2022

• Updated: Languages added the Lithuanian language.
• Documented on_backlog as possible status value for Requests and Problems .
• Documented ..._attachments field in various REST API endpoints.

March 12, 2022

• New: Product Backlogs
  • Root connection , productBacklogCreate and productBacklogUpdate mutations.
  • Product Backlog Import and Product Backlog Item Import
  • Requests and Problems added the productBacklog and productBacklogPosition fields.
• Updated: Languages added the Macedonian language.
• Documented skill_pool field for Project Tasks and Project Task Templates .
• Documented information_attachments field for Project Categories and Project Risk Levels .
• Updated description of how to add, update and delete Project Phases and Project Template Phases .

March 5, 2022

• Added: Service Level Agreement added the customerRepresentatives connection.
• Deprecated:
  • The Service Level Agreement GraphQL API has deprecated the customerRepresentative field in favor of the customerRepresentatives connection.
  • The customer_rep field of the Service Level Agreements API has been deprecated in favor of the Service Level Agreements - Customer Representatives API
  • The “Customer Representative” column in exports and imports of service level agreements has been deprecated in favor of the “Customer Representatives” column.
  • The deprecated fields will be removed from the APIs on June 4, 2022 .

February 26, 2022

• Added: Workflow Templates - Task Template Relations API
• Updated Discovery Tools to mention that discovered Configuration Items can be linked to manually entered Products based on productID using the discoveredConfigurationItems mutation .
• Changed: As of February 19, REST API text and string filters are case sensitive, unless otherwise specified. Note: until now, the behavior of these filters was implicit and undocumented. When we recently discovered that these filters were in fact case insensitive, this was treated as a bug, which is why it was not previously announced. We apologize for any inconvenience this may have caused.
• Updated: Currency added the Omani Rial (OMR) currency.

February 12, 2022

• Updated the name of some GraphQL mutation arguments for arrays of identifiers to end on ...Ids so they are inline with the generic naming convention:
  • Request mutations’ configurationItems to configurationItemIds .
  • Calendar mutations’ holidays to holidayIds .
  • Workflow/Change mutations’ requests to requestIds and problems to problemIds .
  • Task template mutations’ serviceInstances to serviceInstanceIds .
• Removed: Workflow the fields effortIndication and remainingEffort , that were deprecated on October 2, 2021, have been removed.
• Updated: Team added the autoAssign field.
• Updated: Person added the excludeTeamNotifications field.

February 5, 2022

• Updated: Note added the option outbound_email to the medium field.

January 29, 2022

• Updated: RequestTemplate added the assign_after_workflow_completion field.
• Updated: WorkflowTemplate added the assign_relations_to_workflow_manager field.
• Updated: DiscoveredProductInput added the productID field.
• Updated: Task added the failureTask field.
• Updated: WorkflowTaskTemplateRelation added the failureTaskTemplate field.

January 15, 2022

Important : ‘Change’ has been renamed to ‘Workflow’ throughout all R-Service APIs.

• ‘Change’ has been renamed to ‘Workflow’ throughout all R-Service APIs.

• All API endpoints and usage of attributes which contain the word ‘change’ are now deprecated . Backward compatibility will be maintained until February 4, 2023 .

• Note that there are a few (minor) breaking changes. Although we do not expect any customers to be affected by these breaking changes, please ensure that you are not affected.

• Updated: Currency added the Bosnia and Herzegovina Convertible Mark (BAM) currency.

Jan 08, 2022

• Updated: ConfigurationItemFilter added the contract filter
• Updated: ServiceFilter added the account filter
• Updated: ServiceInstanceFilter added the account filter

December 25, 2021

• Removed: asyncQueries connection from the GraphQL API, and the associated filter and scope ‘async-query:Read’. These were accidentally added with the discoveredConfigurationItems mutation on December 11th. The asyncQuery field is the only supported way to access the asynchronous query execution.

December 11, 2021

• New: discoveredConfigurationItems mutation . This mutation is especially designed to facilitate bulk upload of new and updated configuration item information. As such it is intended as an alternative to the use of the import API as described in Discovery Tools .
• Updated: UI Extension Javascript API added the possibility to interact with the asset (Configuration items) field of problems and tasks.
• Added: The field allow_repeat to the Reservation Offerings REST API and the ReservationOffering GraphQL API.
• Added: The fields recurrence and only_this_occurrence to the Reservations REST API and the Reservation GraphQL API.

December 4, 2021

• Removed: the R-Service REST API can no longer be accessed by providing an API token using Basic Authentication or query parameter.
• New: Webhooks added the following events:
  • request.agile-board-column-changed
• Updated: OrganizationFilter added the parent filter.
• Updated: WorkflowFilter added the project filter.

November 27, 2021

• Updated: SCIM Provisioning Anyone with the account administrator role is now able configure SCIM. Previously, only the account owner was allowed to do this.
• Added a section on variables to the main GraphQL API page to highlight this feature of GraphQL and the security benefits it provides.

November 13, 2021

• Updated: ServiceFilter added the availabilityManager , capacityManager , workflowManager , continuityManager , knowledgeManager , problemManager and releaseManager filters.
• Updated: added the mentioningMe filter to the following GraphQL input objects:
  • WorkflowFilter
  • ProblemFilter
  • ProjectFilter
  • ProjectTaskFilter
  • ReleaseFilter
  • RequestFilter
  • RiskFilter
  • TaskFilter
• Updated: UI Extension Javascript API added the possibility to interact with the status field of requests, problems, tasks and project tasks.

November 6, 2021

• Updated: The phrase ‘Most available fields for each model can be used in filters’ has been removed from the Filtering page. Instead, a new section “Filtering” has been added to the documentation page of each of the record types that are available via the REST API, which explicitly lists the fields that can be used in filters. If you need more extensive filtering capabilities, you are encouraged to use the R-Service GraphQL API .
• Updated: GraphQL API Added filters to several record types, so that the GraphQL API now supports all of the REST API filters (and many more).
• Deprecated: Pagination by manually incrementing the page parameter is now deprecated. Most REST API endpoints will migrate to cursor based pagination, and to make sure that you are prepared, you should start using the URLs of the Link Header as soon as possible. Support for manually incrementing the page parameter will be removed from the APIs on May 7, 2022. You can continue to use the page parameter, but you must go through the pages in order. See Pagination for more details.
• Removed: Pagination The Link Header no longer contains a link to the last page of results. The preferred way to access the last page of results is to reverse the sort order , by flipping the minus signs. For example, the sort order -status,-impact,created_at,id can be reversed to status,impact,-created_at,-id .
• Added: The field resolution_duration to the following REST APIs:
  • Requests
  • Problems
  • Workflows
  • Tasks
  • Projects
  • Project Tasks
  • Risks

October 23, 2021

• Updated: PersonFilter added the billable filter.
• Updated: ShortUrl added service_survey as value for the dataType of a short url.

October 16, 2021

• Updated: ConfigurationItem Introduced the inUseSince field, this will replace the (now deprecated) startDate field.
• Updated: invoiceCreate Mutation and invoiceUpdate Mutation added the serviceId field.

October 9, 2021

• Updated: ConfigurationItem added the alternateNames field.
• Updated: ConfigurationItemFilter added the alternateNames and productModel filters.
• Updated: ProductFilter added the model filter.
• Updated: InvoiceFilter added the invoiceNr , poNr and usefulLife filters.
• Updated: KnowledgeArticle added the updatedBy field.
• Updated: KnowledgeArticleFilter added the updatedBy filter.
• Updated: ConfigurationItemRelation added the source field.
• Updated: Invoice added the invoice_type field.

October 2, 2021

• Updated: Invoice added the field depreciationStart .
• Updated: ProductCategoryFilter added the ruleSet filter.
• Updated: Workflow added the field actualVsPlannedEffortPercentage .
• Deprecated: Workflow deprecated the effortIndication and remainingEffort fields in favor of actualVsPlannedEffortPercentage . The deprecated fields are still present in the APIs but always contain the value 0 . The deprecated fields will be removed from the APIs on February 5, 2022.
• Updated: WorkflowOrderField added the actualVsPlannedEffortPercentage sort order, removed the effortIndication and remainingEffort sort orders.
• Updated: Added the plannedEffort field to Problem , Request and RequestTemplate .

September 25, 2021

• Updated: Invoice added the fields amortize , amortizationStart , amortizationEnd , configurationItems , depreciationMethod , poNr , rate , usefulLife , and salvageValue .
• Updated: Product added the field salvageValue .
• Updated: Workflow added the invoices association.
• Updated: Project added the invoices association.
• Updated: ServiceLevelAgreement added the invoices association.
• Updated: FirstLineSupportAgreement added the invoices association.
• Updated: ConfigurationItem added the invoices association, and removed fields poNr , purchaseValue , rate , salvageValue , usefulLife , and depreciationMethod .
• Updated: Contract added the invoices association.

September 11, 2021

• Updated: AffectedSlaFilter added the requestedFor filter.
• Updated: Mail API updated rules for matching numbers in the subjects to existing records.

August 28, 2021

• Updated: AffectedSlaFilter added the slaCustomerRegion filter.
• Updated: RequestFilter added the slaCustomerRegion filter.
• Removed: InvoiceOrderField removed ability to sort on the invoiceableSubject field.
• Updated: Holidays Import renamed the From / Until columns to Start At / End At for consistency with the REST API and GraphQL API .
• New: Survey , SurveyQuestion , SurveyResponse and SurveyAnswer . These new objects are also available for export/import.
• Updated: Service added the survey field.
• Updated: ServiceFilter added the survey filter.

July 24, 2021

• Updated: ConfigurationItem added the purchaseValueCurrency and salvageValueCurrency fields.
• Updated: Added the costPerHourCurrency field to Person and SkillPool .
• Updated: Project added the valueCurrency field.
• Updated: TimeEntry added the costCurrency field.

July 17, 2021

• Updated: TaskTemplateFilter added the assignee , team and skillPool filters.
• Updated: ProjectTaskTemplateFilter added the assignee filter.
• Updated: InvoiceFilter renamed the type filter into ownerType .
• Deprecated: Service deprecated the provider field in favor of serviceProvider .

July 10, 2021

• Updated: Added the resolutionDuration field to Workflow , Problem , ProjectTask , Task , Risk , Project and Request . The field has also been added as a column when exporting these models.

July 3, 2021

• Updated: AffectedSlaFilter added the requestSource filter.
• Updated: RequestFilter added the workflowStatus filter.
• Updated: TaskFilter added the createdFromRequest and requesterOrganization filters.

June 19, 2021

• Updated: Account added organization field.
• Updated: InvoiceOrderField renamed projectSubject order to invoiceableSubject .
• Updated: InvoiceFilter added the workflow , contract , flsa , sla and type filters.
• Updated: Languages added the Icelandic language.

June 12, 2021

• Updated: Note added internal & account fields, removed the internalAccount field.
• Updated: ProjectTasks added the Agile Board, Agile Board Column and Agile Board Column Position fields.

June 5, 2021

• Updated: RequestFilter add the desiredCompletionAt filter.
• Updated: Knowledge Articles API added support for non-inline attachments.

May 29, 2021

• Updated: PermissionRole added the financial_manager role.
• Updated: RequestTemplateFilter add the team and member filters.
• Updated: Tasks added the Agile Board, Agile Board Column and Agile Board Column Position fields.

May 15, 2021

• Updated: Problems added the Agile Board, Agile Board Column and Agile Board Column Position fields.

May 8, 2021

• Updated: The ‘Apps’ section for Applications uses updated record names. ‘Integrations’ are now called App Offerings and ‘Integration Instances’ are now App Instances . This name change was also performed for the REST API and import/export.

May 1, 2021

• Added: Teams API added the agile_board field.
• Updated: Knowledge Articles API increased size of keywords field to 2048 characters
• Updated: Request Templates API increased size of keywords field to 2048 characters
• Updated: Services API increased size of keywords field to 2048 characters
• Updated: ServiceLevelAgreementFilter added the customerRep and serviceLevelManager filters.
• Added: Agile Board Columns API added the remove_after field.

April 24, 2021

• Updated: Workflow Templates API added the phases collection.
• Updated: Workflows API added the phases collection.
• Updated: Tasks API added the phase field.
• Updated: Risks API added the mitigation_target_at field.
• Updated: Applications added a section for Apps referencing the App Builder Framework on Github .

April 17, 2021

• New (in beta-test, subject to change without notice ): Integrations . Also available in REST API and import .
• Updated: OrganizationFilter added the businessUnit filter.

April 3, 2021

• Added: rejectionCount field to Tasks .

March 27, 2021

• Updated: Requests added the Agile Board, Agile Board Column and Agile Board Column Position attributes.
• Added: productCategory field to Product .
• Added: UI extension for ProductCategory and custom fields based on that to Product (also to REST API’s product_categories and products ). The product custom fields can also be used to filter products via ProductCustomFilter . Export/Import of products and product categories is extended with the new columns.

March 20, 2021

• Updated: AffectedSlaFilter added the serviceOwner filter.
• Updated: ServiceFilter added the serviceOwner filter.
• Updated: ServiceInstanceFilter added the serviceOwner filter.
• Updated: ServiceLevelAgreementFilter added the serviceOwner filter.
• Updated: Time Entries REST API and GraphQL API added the Service Level Agreement and Service Instance attributes.

March 13, 2021

• New: Agile Boards
• New: Agile Boards Import

February 27, 2021

• Updated: Out of Office Periods Rest API , Import and GraphQL API added the Effort Class attribute.
• Updated: ConfigurationItemFilter added the serialNr and ruleSet filter.
• Updated: ProductFilter added the ruleSet filter.
• Added: WebhookPolicyCreateResponse the generated public key can now be retrieved, as publicKeyPem , when creating a webhook policy.
• Added webhook policies to the REST API.
• Fixed: name filters in the GraphQL API now support values containing a comma ( , ), through use of the new TextFilter .
• Updated: UI Extension Javascript API - added a section to describe how to populate custom suggest fields.

February 20, 2021

• Updated: ConfigurationItemFilter added the systemID , assetID and poNr filters.
• Updated: CustomCollectionElementFilter added the reference filter.

February 13, 2021

• Updated: TimesheetSetting new timesheet settings option notifyOnIncomplete to prevent R-Service from sending notifications to people whose timesheet is incomplete.
• Updated: TimeEntryFilter time entries can now be filtered based on whether they are marked as deleted.

January 30, 2021

• Updated: JIT Provisioning added support for JIT provisioning when using the Open ID Connect protocol.
• Updated: Reservations The deprecated filters active , upcoming and past have been removed, as announced on October 24, 2020.
• Updated: Out of Office Periods The deprecated filters upcoming and past have been removed, as announced on October 24, 2020.
• Updated: OAuth Authorization Code Grant updated the OAuth Authorization Code Grant documentation.

January 16, 2021

• Updated: Webhooks require verification before they become active.
• Updated: Webhooks Verifying the Authenticity of a Webhook.

January 9, 2021

• New: SCIM User Custom Fields Extension

December 19, 2020

• Updated: documentation for CustomFilters (e.g. RequestCustomFilter ) added explicit description of how to handle “select” fields and general improvements.
• Updated: filters for objects with a name field (e.g. TeamFilter and PersonFilter ) now also allow offer a name filter.
• Updated: PersonFilter added the authenticationID , employeeID , supportID and primaryEmail filters.
• Updated: ConfigurationItemFilter added the label filter.
• Updated: ServiceInstanceFilter and ServiceFilter added the firstLineTeam filter.
• Updated: ReservationOfferingFilter removed the (non-functional) source and sourceID filters.

December 12, 2020

• Updated: TeamView added the managed_by_me and coordinated_by_me views.
• Updated: TeamFilter added the manager and coordinator filters.

December 5, 2020

• Updated: TaskStatus documented the waiting_for_customer status.
• New: OAuth Client Credentials Grant documented the OAuth Client Credentials Grant.
• Updated: customCollectionCreate Mutation allow custom elements to be created at same time as collection using newCollectionElements field.
• Updated: ProjectTaskFilter add template filter.

November 30, 2020

• New: Attachments documented how to upload attachments.
• Updated: Custom Collections added the picture_uri field.
• Updated: Custom Collection Elements added the picture_uri field.
• Updated: Languages added the Chinese (Traditional) language.

November 14, 2020

• Updated: OAuth 2.0 documented the Refresh Token request.
• New: AffectedSlaFilter added businessUnit filter.
• New: WorkflowFilter added requesterOrganization filter.

November 7, 2020

• Updated: Language added the Basque language.
• Updated: TaskFilter renamed member filter to assignee .
• New: ProjectTaskFilter added assignee filter.

October 24, 2020

• Updated: Reservations added the predefined filters open and completed . Deprecated the previous predefined filters active , upcoming and past . These will be removed on January 30, 2021.
• Updated: Out of Office Periods added the predefined filters open and completed . Deprecated the previous predefined filters upcoming and past . These will be removed on January 30, 2021.

October 10, 2020

• Updated: Knowledge Articles added the archive_date field.
• Updated: Tasks added the skill_pool field.
• Updated: Task Templates added the skill_pool field.

September 19, 2020

• Updated: GraphQL API Service Quotas .
• New: Custom Collections .
• New: Custom Collections Elements .

September 12, 2020

• New: GraphQL API .

September 5, 2020

• New: Adding a note to an existing record based on Source and SourceID .

August 7, 2020

• Updated: Authentication Updated the “Authentication” paragraph on the use of OAuth tokens and account, and prefering Personal Access Tokens over API Tokens. Added strong discouragements of continued use of API Tokens.

August 2, 2020

• New: OAuth 2.0
• Updated: Task Templates The approvers endpoint, which was deprecated on November 19, 2017, has been removed.

July 28, 2020

• Updated: Requests added the task field.

July 25, 2020

• Updated: Service Level Agreements added the use_knowledge_from_service_provider field.

July 19, 2020

• Updated: Service Offerings added the response_target_..._in_days and resolution_target_..._in_days fields.
• Updated: Standard Service Requests added the response_target_in_days and resolution_target_in_days fields.
• Updated: Affected SLAs added the maximum_response_duration_in_days and maximum_resolution_duration_in_days fields.
• Updated: Task Templates added the request_template and request_service_instance fields.
• Updated: Tasks added the request_template , request_service_instance and request fields.

July 12, 2020

• New: Reservations
• New: Reservations Import
• New: Reservation Offerings
• New: Reservation Offerings Import
• Updated: Request
  • added the reservation category
  • added the reservation field
• Updated: Request Template
  • added the reservation category
  • added the reservation_offerings field

July 6, 2020

• Updated: Service Offerings added the recovery_time_objective and recovery_point_objective fields, and deprecated the fields maximum_risk_of_data_loss , offline_backup_schedule , and restore_duration .

June 22, 2020

• Removed: Contacts removed chat_hipchat from list of valid values for the label field

May 30, 2020

• Updated: The planned_duration_in_minutes and planned_effort_in_minutes fields in Tasks , Task Approvals , Task Templates , Task Template Approvals , Project Tasks , Project Task Approvals , Project Task Templates , and Project Task Template Approvals , which were deprecated on November 30, 2019, have now been removed from API responses and Exports, and they can not be used in automation rules and PDF designs anymore. Use the fields planned_duration and planned_effort instead.

May 29, 2020

• Updated: Authentication documented authentication using Personal Access Tokens.

April 22, 2020

• Updated: Configuration Items changed the data type of the rate field to integer .
• Updated: Products changed the data type of the rate field to integer .

April 5, 2020

• Updated: Trusted Organizations Import added Organization Account column.
• Updated: Time Entries Import added Effort Class ID column.

March 15, 2020

• New: Webhooks added the following events:
  • automation_rule

March 8, 2020

• Updated: Broadcasts added the customers field.
• New: Broadcasts - Customers added the ability to list the customers linked to a broadcast.

March 1, 2020

• New: Trusted Organizations Import
• Updated: Releases added custom_fields , ui_extension and attachments .
• Updated: UI Extensions added the release category.
• Updated: added time_spent and time_spent_effort_class to
  • Requests
  • Problems
  • Tasks
  • Project Tasks

February 22, 2020

• New: Risks
• New: Risks Import
• New: Risk Severities
• New: Risk Severities Import
• New: Projects - Risks added the ability to list the risks of a project.
• New: Services - Risks added the ability to list the risks of a service.
• New: Organizations - Risks added the ability to list the risks of an organization.
• New: Webhooks added the following events:
  • risk.create
  • risk.update
  • risk.note-added
  • risk.status-changed
  • risk.manager-changed
• Updated: UI Extensions added the risk category.
• Updated: UI Extension Javascript API listed the functions that can be used to interact with Risk fields.
• New: Automation Rules
• Updated: Request Templates added the effort_class field.

February 15, 2020

• Updated: UI Extension Javascript API it is now possible to make the Configuration items field of the R-Service Specialist Interface required using ITRP.field('asset').required() .
• Updated: Export added clarifications to the section “Generating an export file”

February 6, 2020

• Updated: Text Formatting removed undocumented conversion of HTML entities.

Until now, HTML Entities in rich text fields added via the API, import, or other integrations, were converted to the corresponding Unicode glyph when rendering the rich text field. However, this functionality was undocumented and has now been removed. That means that a text such as € 42 will now be rendered literally as € 42 instead of € 42 .

January 31, 2020

• Updated: Organizations added the financialID field.
• Updated: Time Entries added the note_id field.
• Updated: Timesheet Settings added the require_note field.

January 29, 2020

• New: Webhooks added the following events:
  • out_of_office_period.create
  • out_of_office_period.update
  • out_of_office_period.delete
• Updated: the payload in the body of Webhook events for time entries and out of office periods contains additional fields.

January 20, 2020

• New: Webhooks added the following events:
  • broadcast.create
  • broadcast.update
  • contract.create
  • contract.update
  • request.major-incident-status-changed
  • time_entry.create
  • time_entry.update
  • time_entry.delete

January 13, 2020

• Updated: People - Contacts added chat_teams to the list of values that can be used as Label of the contact details.

November 30, 2019

• Deprecated the planned_duration_in_minutes and planned_effort_in_minutes fields in Tasks , Task Approvals , Task Templates , Task Template Approvals , Project Tasks , Project Task Approvals , Project Task Templates , and Project Task Template Approvals . Access the planned_duration and planned_effort fields instead. The ..._in_minutes fields have been removed from the documentation.

Until May 30, 2020, the ..._in_minutes fields will still be included in API responses and Exports, and they can still be used in automation rules and PDF designs. These fields have the same value as planned_duration and planned_effort : both sets of fields report their value in minutes .

• New: UI Extension Javascript API

November 25, 2019

• New: OpenID Connect
• Updated: Single Sign-On and SAML

November 18, 2019

• New: Out of Office Periods
• New: Out of Office Periods Import

November 13, 2019

• Updated: Workflows API added the planned_effort , actual_effort , remaining_effort and effort_indication fields.

November 5, 2019

• New: Skill Pools
• New: Skill Pools Import
• New: Service Level Agreements - Skill Pools added the ability to link skill pools to service level agreements whose coverage is set to skill_pools .
• New: People - Skill Pools added the ability to link skill pools to people.
• Updated: Services API added the keywords field.
• Updated: Services Import added the Keywords column.

October 27, 2019

• New: Requests API added the major_incident_status field.

October 20, 2019

• New: Knowledge Articles added the created_by field.

October 16, 2019

• New: Workflow Types feature added for maintaining custom workflow types.

September 30, 2019

• Updated: Workflow Templates API the justification field is now required for workflow templates that have request templates linked to them.

September 9, 2019

• New: Calendar Hours added the ability to edit the calendar hours of a calendar.
• New: Time Entries Import added the ability to import time entries.

August 26, 2019

• New: Knowledge Articles - Service Instances API added the ability to link service instances to knowledge articles.

July 29, 2019

• Updated: People API added the auto_translation and do_not_translate_languages fields.
• Updated: People Import added the Auto Translation and Do Not Translate Languages columns.
• Updated: Knowledge Articles API documented the new Knowledge Article statuses. Added the internal_specialists , covered_specialists , key_contacts and end_users fields. Changed the service field to be required.

July 24, 2019

• Updated: Project Tasks added the team and planned_effort_in_minutes fields.
• Updated: Project Task Templates added the team and planned_effort_in_minutes fields.

July 8, 2019

• Updated: Webhooks added the parameter payload[note_id] to the webhook contents.

June 27, 2019

• Updated: Advanced UI Extension Examples added examples for manipulating rich text fields.

June 11, 2019

• Updated: People added the support_domain predefined filter, which returns people registered in an account without including the people registered in the related directory account.

The same predefined filter was also added to Sites and Organizations , The API calls GET /v1/sites and GET /v1/organizations currently do not return records from the related directory account. However, in the future this will be adjusted, to bring these API calls in line with GET /v1/people and the Sites and Organizations views in the R-Service Service.

It is therefore recommended to start using GET /v1/sites/support_domain and GET /v1/organizations/support_domain to prepare for this upcoming change.

June 3, 2019

• Updated: Requests API added the no_reply completion reason.
• Updated: Workflows - Tasks API respond with 404 Not Found while workflow is being created.

May 27, 2019

• Updated: Advanced UI Extension Examples Deprecated jQuery features that have been removed from jQuery 3. While these features will continue to be available in R-Service for a limited time, UI Extensions that use them should be migrated as soon as possible.

Refer to the official jQuery Core 3.0 Upgrade Guide to get a full list of breaking changes.

The Advanced UI Extension Examples have been rewritten so that they no longer use deprecated or removed jQuery features. In particular:

+ Replaced
 `.removeAttr('checked')`
 by
 `.prop('checked', false)`
+ Replaced
 `.change()`
 by
 `.trigger('change')`
+ Replaced
 `.change(function() ...)`
 by
 `.on('change', function() ...)`
 , and similarly for uses of the
event shorthands
 `blur`
 ,
 `focus`
 ,
 `click`
 ,
 `keydown`
 , and so on
+ Replaced
 `.bind(...)`
 by
 `.on(...)`

May 27, 2019

• Updated: Export API added satisfactions to the type of records that can be exported.

May 11, 2019

• Updated: Time Entries documented the cost and effort_class fields.
• Updated: Mail API a reply to an email notification of a request (or problem/task/…) that has been completed more than 28 days ago, but which last note has been added no more than 28 days ago, now also results in a note being added to the existing request, instead of a new request being created.

May 1, 2019

• Updated: Tasks , Task Approvals , Task Templates , Task Template Approvals , Project Tasks , Project Task Approvals , Project Task Templates , Project Task Template Approvals added the planned_duration_in_minutes and planned_effort_in_minutes fields as a replacement for planned_duration and planned_effort .

As the name indicates, planned_duration_in_minutes contains the planned duration in minutes , whereas the original planned_duration field contained the planned duration in hours .

The maximum value of these fields is 600000 (= 10000 hours).

• Deprecated the planned_duration and planned_effort fields. Access the ..._in_minutes fields instead. The planned_duration and planned_effort fields have been removed from the documentation.

For a limited time, these fields will still be included in API responses and Exports and continue to report the planned duration / effort in hours, calculated as the planned duration / effort in minutes divided by 60, rounded up to the nearest hour.

April 30, 2019

• Removed: Timesheet Settings the track_cost_of_time_spent field is now deprecated and has been removed from the documentation. For a limited time, the field will still be included in API responses and Exports with value true .

April 29, 2019

• Updated: UI Extensions added the source and sourceID fields.
• Updated: Workflows added support for archiving, trashing and restoring of Workflow records.
• Updated: People added support for archiving, trashing and restoring of Person records.
• Updated: Problems added support for archiving, trashing and restoring of Problem records.
• Updated: Releases added support for archiving, trashing and restoring of Release records.
• Updated: Requests added support for archiving, trashing and restoring of Request records.
• Updated: Time Entries added support for archiving, trashing and restoring of Time Entry records.

April 2, 2019

• Updated: Data Types documented the time_zone data type. It now accepts time zone values from the Time Zone Database .

March 27, 2019

• Updated: Mail API updated the default source field value from "email" to "Email" .
• Updated: Events API updated the default source field value from "event" to "Event" .
• Updated: Source and Source ID updated the default source field value from "api" to "R-Service API" .

March 4, 2019

• Updated: Mail API updated the Mail API rules with the new “Allow inbound email to generate new requests” and “Allow replies to be added as notes” Email Policy options.
• Updated: Export API added notes to the list exportable types.

February 26, 2019

• New: Okta Verified Provisioning (SCIM) Certification
• New: Defining multiple Single Sign-On configurations
• Updated: Replies to automatic notifications now generate new request if record has been in its final status for more than 28 days.

February 5, 2019

• Updated: Configuration Items the support_team field is no longer required when status of CI equals ‘Removed’.
• Updated: People added the employeeID field.

January 30, 2019

• Updated: People added the authenticationID field.
• Updated: JIT End User Access Provisioning supports authenticationID attribute.

January 8, 2019

• Updated: JIT End User Access Provisioning supports primary_email attribute.

January 5, 2019

• Updated: Renamed ‘States’ to Predefined Filters throughout the documentation. Moved the APIs listed under ‘List records relevant for API Users’ to the ‘Predefined filters’ paragraph.

December 10, 2018

• New: Email Templates Import added API for importing and exporting email templates.

December 5, 2018

• Updated: picture_uri is writable and can be used to update the avatar image of Holidays , Organizations , People , Product Categories , Products , Service Categories , Sites and Teams

November 24, 2018

• New: Request Satisfaction added API for setting satisfaction or dissatisfaction with the manner in which a request has been handled.

November 17, 2018

• Updated: Broadcasts added the customers visibility.

November 13, 2018

• Updated: Workflows added the failed and disruptive completion reasons.
• Updated: Releases added the failed and disruptive completion reasons.

November 5, 2018

• Updated: Service Categories added the ability to remove service categories.

October 29, 2018

• Updated: UI Extensions removed the approval_status field.
• Updated: Broadcasts - Translations allow removal of translations via the API.
• Updated: Knowledge Articles - Translations allow removal of translations via the API.

October 9, 2018

• Updated: Permissions added the account_designer and the directory_designer options for the roles field.

September 29, 2018

• Updated: Request Templates added the keywords field.
• New: Webhooks added the account_id and custom_url fields.

September 19, 2018

• New: UI Extensions Import added documentation on importing UI extensions.
• New: Export API feature added for exporting UI extensions.

September 11, 2018

• Updated: Icons updated the list of icons.
• Updated: Workflows the manager field can now be set for new workflows. The API user is still selected as the manager of a new workflow by default.
• Updated: Product if left empty, the name field of a new product is now automatically set to the values specified for the brand, model, productID (optional) and category fields.

September 2, 2018

• Updated: Requests added the reopen_count field.

August 27, 2018

• Updated: Requests added the retrieval option sla_accountability .
• Updated: Permissions added API for removing all roles from a person.
• Updated: Workflows documented the being_created status.

August 12, 2018

• New: Effort Classes
• New: Effort Classes Import
• New: Timesheet Settings - Effort Classes added the ability to link effort classes to timesheet settings.
• Updated: Timesheet Settings added the request_effort_class , task_effort_class , project_task_effort_class , problem_effort_class , and time_allocation_effort_class fields.
• Updated: Time Allocations , Task Templates , and Project Task Templates added the effort_class field.
• Updated: Rate Limiting added the X-RateLimit-Reset HTTP header field.
• New: Rate Limit API

July 29, 2018

• Updated: Requests added the feedback field.

July 15, 2018

• Updated: Tasks , Project Tasks , Task Templates , and Project Task Templates added the work_hours_are_24x7 field.

July 8, 2018

• New: the Icons page.
• New: Archive
• New: Trash

July 1, 2018

• Updated: Workflows , Configuration Items , Contracts , Organizations , People , Project Tasks , Projects , Requests , Sites , and Tasks added the custom_fields field as a replacement of custom_data .

  • Deprecated the custom_data field. Access the custom_fields field instead. The custom_data field has been removed from the documentation.

• Updated: added the Custom Fields column to the import/export of the above-mentioned record types.

  • Deprecated the Custom Data column. Use the Custom Fields column instead. The Custom Data column has been removed from the documentation.

• Updated: People added the send_email_notifications and show_notification_popup fields.

June 5, 2018

• New: Translations Import added documentation on importing translations.

• Updated: Audit Entries added the created_by field. Changed the auditable field and the references in the workflows field, so that they now contain the standard attributes in a reference .

  • Deprecated the user field. Access the created_by field instead. The user field has been removed from the documentation.
  • Deprecated the display_name attribute in the auditable and workflows field. Access the name or subject attribute instead, depending on the type of reference .

May 17, 2018

• Updated: CTI added the ability to specify the Request ID via the CTI interface

May 5, 2018

• Updated: Search API added the ability to search for ci and service-instance records.

April 19, 2018

• New: SCIM Provisioning for automatic provisioning of user data.

April 14, 2018

• Updated: Notes added the state public

April 9, 2018

• Updated: Time Allocations - Organizations added the ability to link organizations to a time allocation.

March 19, 2018

• Updated: Problems added the custom_data field and the ui_extension field.

March 12, 2018

• Updated: JIT End User Access Provisioning supports first_name and last_name attributes.

March 9, 2018

• Updated: Product added the productID field.
• Updated: Product Import added the Product ID column.

February 26, 2018

• Updated: Export API When the first column of a CSV export file is ID , the column header will now be enclosed in quotation marks, like this: "ID" . This makes it more convenient to open such files in Microsoft Excel, which might otherwise incorrectly assume that the file has the SYLK format.

February 21, 2018

• Updated: Workflows Import added the Release column.

February 18, 2018

• Updated: Problems added the knowledge_article field.

February 10, 2018

• Deprecated X-ITRP-Account header. Use account instead.
• Deprecated X-ITRP-Language header. Use language instead.
• Deprecated X-ITRP-Source header. Use source instead.
• Deprecated X-ITRP-Export and X-ITRP-ExportID headers. Use export resp. export-id instead

February 4, 2018

• Updated: Search added the ability to perform searches on behalf of someone else.
• Updated: People - Configuration items added the ability to link configuration items to a person.
• Updated: Time Entries changed the organization field from read-only to required.

January 25, 2018

• Updated: Request Template renamed the following fields: self_service -> end_users, service_hierarchy_browser -> specialists.
• Updated: Request Template Import renamed the following columns: Self Service -> End Users, Service Hierarchy Browser -> Specialists.
• Updated: Knowledge Article added the keywords field.
• Updated: Knowledge Article Import added the Keywords column.

January 19, 2018

• Updated: Account added the time_format_24h field.
• Updated: People added the work_hours field.
• Updated: People Import added the Work Hours column.

November 26, 2017

• New: Invoices added for creating and maintaining invoices for projects.
• New: Invoices Import making it possible to import invoices for projects.

November 19, 2017

• New: Task Templates - Approvals makes it possible to add, update and remove the approvers of a task template and to set the planned effort for each approver.
• Removed: Task Templates - Approvers is now deprecated and has been removed from the documentation. The ability to maintain a task template’s approvers has been replaced by Task Templates - Approvals .
• Updated: Tasks added the planned_effort field for risk & impact and implementation tasks.
• Updated: Task Approvals added the planned_effort field.
• Updated: Task Templates added the planned_effort, planned_effort_workflow_manager, planned_effort_requester, planned_effort_requester_business_unit_manager, planned_effort_requester_manager and planned_effort_service_owner fields.
• Updated: Tasks Import added the Planned Effort column.
• Updated: Task Approvals Import added the Planned Effort column.
• Updated: Task Templates Import added the columns: Planned Effort Workflow Manager,Planned Effort Service Owner,Planned Effort Requester,Planned Effort Requester Manager,Planned Effort Requester Business Unit Manager.
• New: Task Template Approvals Import makes it possible to maintain the approvers and their planned effort for task templates using imports.
• Removed: Task Templates Import removed the Approvers column. The approvers of task templates can now be imported using the new Task Template Approvals Import .

November 13, 2017

• New: Search API makes it possible to search through the most relevant R-Service records for the API’s user.
• Updated: Service Offerings added the response_target_rfc, resolution_target_rfc, support_hours_rfc, response_target_rfi, resolution_target_rfi and support_hours_rfi fields.
• Updated: Request Templates added the copy_subject_to_requests field.
• Updated: Request Templates Import added the columns: Created At,Updated At,Copy Subject to Requests.
• Updated: Knowledge Articles Import added the columns: Created At,Updated At.
• Updated: Workflow Templates Import added the columns: Created At,Updated At.
• Updated: Task Templates Import added the columns: Created At,Updated At,PDF Design.
• Updated: Project Templates Import added the columns: Created At,Updated At.
• Updated: Project Task Templates Import added the columns: Created At,Updated At,PDF Design.
• Updated: Project Task Template Assignments Import added the columns: Created At,Updated At.

November 05, 2017

• Updated: Requests added the options duplicate , rejected and declined to the completion_reason field.
• Updated: Notes added the medium field with the options default , email , system , redacted and automation .

October 23, 2017

• Updated: Just-in-Time End User Access Provisioning added the attribute ‘jit’.

September 30, 2017

• Updated: Service Offerings Import added the following columns to the import CSV file example: Response Target RFC,Resolution Target RFC,Support Hours RFC,Response Target RFI,Resolution Target RFI,Support Hours RFI

September 02, 2017

• Updated: Configuration Items Import added the Created At column and the Updated At column to the import CSV file example.
• Updated: Import API the import progress response now includes the URL of the import log when the import job has been completed successfully or with one or more unrecoverable errors.

August 12, 2017

• Updated: Service Level Agreements the coverage field option organizations_and_sites has been added.
• Updated: Service Level Agreements the coverage field option organization_and_descendants has been renamed to organizations_and_descendants because multiple organizations can now be selected when this coverage option is selected.
• Updated: Service Level Agreements - Sites feature extended so that it can also be used when the coverage field of an SLA is set to organizations_and_sites .
• Updated: Service Level Agreements - Organizations feature extended so that it can also be used when the coverage field of an SLA is set to organizations_and_descendants or organizations_and_sites .
• Removed: Service Level Agreements removed the field organization. The covered organizations of an SLA can now all be maintained using the Service Level Agreements - Organizations API.
• Updated: Service Level Agreements Import the Coverage column option organization_and_descendants has been renamed to organizations_and_descendants because multiple organizations can now be selected when this coverage option is selected.

July 30, 2017

• New: Just-in-Time End User Access Provisioning allows a support organization’s identity provider to take over the responsibility for registering and maintaining the organization’s end users in R-Service.
• Updated: Project Templates - Project Task Templates added the states enabled and disabled to make it possible to retrieve only the enabled or disabled project task templates that are related to a specific project template.

July 08, 2017

• Removed: Organizations replaced the ui_extension_id field with the ui_extension field.
• Updated: Contracts added the custom_data field and the ui_extension field.
• Updated: People added the custom_data field and the ui_extension field.
• Updated: Sites added the custom_data field and the ui_extension field.
• Updated: UI Extensions added the category options contract , person and site .

June 22, 2017

• Updated: UI Extensions improved the advanced examples for date selection restrictions.

June 20, 2017

• Updated: Project Tasks - Assignments added the planned_effort field.
• Updated: Project Task Templates added the planned_effort_project_manager, planned_effort_requester, planned_effort_requester_business_unit_manager, planned_effort_requester_manager and planned_effort_service_owner fields.
• New: Project Task Templates - Assignments added the ability to maintain the assignments of project task templates
• Removed: Project Task Templates - Assignees has been replaced by the new Project Task Templates - Assignments API.
• Updated: Project Task Assignments Import added the Planned Effort column to the import CSV file example.
• Updated: Project Task Templates Import removed the Assignees column and added the Planned Effort Project Manager, Planned Effort Service Owner, Planned Effort Requester, Planned Effort Requester Manager and Planned Effort Requester Business Unit Manager columns to the import CSV file example.
• New: Project Task Template Assignments Import added the ability to import project task template assignments. This replaces the Assignees column of the Project Task Template import CSV file and allows a planned effort to be specified for each assignee.

June 05, 2017

• Updated: Services added the knowledge_manager field.
• Updated: Services Import added the Knowledge Manager column to the import CSV file example.

May 28, 2017

• Updated: Requests Import added the Knowledge Article column to the import CSV file example.

May 20, 2017

• New: Organizations - Time Allocations added the ability to maintain the relations between organizations and time allocations.
• Updated: Products Import added the Active CIs column to the import CSV file example.

May 15, 2017

• Updated: Account added the strong_privacy field.

May 06, 2017

• Updated: Requests added the addressed field.
• Updated: UI Extensions add several advanced examples of UI extensions with JavaScript code.
• Updated: People - Permissions features added to allow maintenance of people’s permissions.
• Removed: People the permissions field is now deprecated and has been removed from the documentation.

April 30, 2017

• Updated: People added the vip field.
• Updated: People Import added the VIP column to the import CSV file example.
• Updated: Request added the knowledge_article field.
• Updated: Knowledge Article added the times_applied field.
• New: Knowledge Articles - Requests to retrieve the requests to which a knowledge article is linked.

April 15, 2017

• Updated: People - Contacts added the chat field.

March 28, 2017

• New: Calendars added a feature for calculating the amount of active calendar time between a start and end moment.
• Updated: Mail API extended the ability to use a new email (as opposed to a reply to an automated email notification from R-Service) to add a note to an existing request. This feature has been extended to existing problems, releases, workflows, workflow tasks, projects and project tasks.

March 12, 2017

• Updated: Requests added the retrieval option requested_by_or_for_me .
• Updated: Requests added the retrieval option requests_of_my_organization .
• Updated: Requests added the retrieval option assigned_to_my_team .
• Updated: Requests added the retrieval option assigned_to_me .
• Updated: Requests added the retrieval option waiting_for_me .
• Updated: Requests added the retrieval option problem_management_review .
• Updated: Knowledge Article added the retrieval option managed_by_me .
• Updated: Problems added the retrieval option managed_by_me .
• Updated: Problems added the retrieval option assigned_to_my_team .
• Updated: Problems added the retrieval option assigned_to_me .
• Updated: Releases added the retrieval option managed_by_me .
• Updated: Workflows added the retrieval option managed_by_me .
• Updated: Tasks added the retrieval option managed_by_me .
• Updated: Tasks added the retrieval option assigned_to_my_team .
• Updated: Tasks added the retrieval option assigned_to_me .
• Updated: Tasks added the retrieval option approval_by_me .
• Updated: Projects added the retrieval option managed_by_me .
• Updated: Project Tasks added the retrieval option managed_by_me .
• Updated: Project Tasks added the retrieval option assigned_to_me .
• Updated: Project Tasks added the retrieval option open_to_me .
• Updated: Products added the retrieval option supported_by_my_teams .
• Updated: Configuration Items added the retrieval option supported_by_my_teams .
• Updated: Organizations added the retrieval option managed_by_me .

February 19, 2017

• Updated: Webhooks added the parameter payload[audit_line_id] to the webhook contents.
• Updated: Webhooks ensured that the following parameters are included in the webhook contents whenever these fields have a value in the record that triggered the webhook event:
  • payload[team][account][name]
  • payload[team][account][id]
  • payload[member][account][name]
  • payload[member][account][id]

February 07, 2017

• Updated: Contracts string length of name field limited to 128 characters.
• Updated: First Line Support Agreements string length of name field limited to 128 characters.
• Updated: Project Task Templates string length of subject field limited to 190 characters.
• Updated: Project Templates string length of subject field limited to 190 characters.
• Updated: Service Categories string length of name field limited to 128 characters.
• Updated: Task Templates string length of subject field limited to 190 characters.
• Updated: UI Extensions string length of name field limited to 190 characters.

January 20, 2017

• New: Project Categories added for creating and maintaining the category options that can be selected for projects.
• New: Project Risk Levels added for creating and maintaining the risk options that can be selected for projects.
• New: Project Task Templates added for creating and maintaining the templates that can be used to create project tasks.
• New: Project Templates added for creating and maintaining the templates that can be used to add a set of project tasks to a project.
• New: Project Tasks added for creating and updating project tasks.
• New: Project Templates added for creating and updating projects.
• New: Project Categories Import added the ability to import the project categories.
• New: Project Risk Levels Import added the ability to import the project risk levels.
• New: Project Task Templates Import added the ability to import the project task templates.
• New: Project Templates Import added the ability to import the project templates.
• New: Project Tasks Import added the ability to import the project tasks.
• New: Projects Import added the ability to import the projects.
• Updated: UI Extensions added the category options project and project_task_template .

January 15, 2017

• Updated: Pagination limited the maximum number of records that can be retrieved as a single collection of pages to 100.000 records.

December 23, 2016

• Updated: Organizations added the state directory for the retrieval of organizations from the directory account of the support domain account from which the data is requested.
• Updated: People added the state directory for the retrieval of people from the directory account of the support domain account from which the data is requested.
• Updated: Sites added the state directory for the retrieval of sites from the directory account of the support domain account from which the data is requested.

December 17, 2016

• Updated: Mail API described the ability to specify an inbound email address for teams.
• Updated: Teams added the inbound_email_local_part field.
• Updated: Teams Import added the Inbound Email Local Part column to the import CSV file example.
• Updated: Time Entries added the deleted field.

December 03, 2016

• Updated: Time Allocations replaced the description_required field with the description_category field.
• Updated: Time Allocations Import replaced the Description Required column with the Description Category column.

November 25, 2016

• New: Knowledge Article added for adding, updating and retrieving knowledge articles.
• Updated: Webhooks added the description and mail_exceptions_to fields.

November 05, 2016

• Updated: Requests Import added the Problem, Workflow and Project columns to the import CSV file example.
• Updated: Problems Import added the Project column to the import CSV file example.
• Updated: Workflows Import added the Project column to the import CSV file example.
• Updated: People Roles Import added the Project Manager column to the import CSV file example.

October 24, 2016

• Updated: Request Templates added the urgent field.
• Updated: Task Templates added the urgent field.

October 09, 2016

• New: Export API feature added for exporting the time allocations of organizations.
• Removed: Export API the short URLs and system logs no longer get exported when the export type all is specified.

September 24, 2016

• Updated: Mail API added the markdown parameter. This parameter can be included to indicate that Markdown is used in the body of the email to define how the text for the Note field is to be formatted.

September 14, 2016

• New: Text Formatting described the formatting options for rich text fields.

September 12, 2016

• New: Organizations Time Allocations Import added the ability to import the links between organizations and time allocations.
• Updated: Broadcasts added the option members_of_teams for the visible_for field. Also added the related teams field and ‘ Broadcasts - Teams API ’

August 22, 2016

• Updated: Products added the disabled field.

August 14, 2016

• Removed: Support Efforts API has been replaced by the Time Entries API

August 06, 2016

• Updated: Mail API adjusted the rule that determines the default value for the team field of a new request. Now, when the new request is to be related to a service instance, the Support Team of this service instance also gets selected by default when the sender of the email is a member of the First Line Team or the Support Team of this service instance.
• Updated: Events API adjusted the rule that determines the default value for the team field of a new request. Now, when the new request is to be related to a service instance, the Support Team of this service instance also gets selected by default when the current user is a member of the First Line Team or the Support Team of this service instance.

July 16, 2016

• Updated: Mail API added a rule that allows a person to send an email for the generation of a new request (with or without parameters) to any R-Service account of which this person has the Specialist role.
• Updated: Tasks Import removed the Fixed Start column from the import CSV file example.

July 02, 2016

• Updated: Workflows added the manager field to the collection fields and enabled sorting on this field.

June 10, 2016

• Updated: Time Allocations added the description_required field.
• Updated: Time Allocations Import added the Description Required column.
• Updated: Time Entries added the description field.
• Updated: Requests added the first_line_team and standard_service_request fields.

May 22, 2016

• Updated: Timesheet Settings replaced the allow_overtime field with the allow_workday_overtime and allow_workweek_overtime fields.
• Updated: Timesheet Settings Import replaced the Allow Overtime column with the Allow Workday Overtime and Allow Workweek Overtime columns.

May 14, 2016

• Updated: Tasks Import added the Service Instances and Configuration Items columns to the import CSV file example.

April 26, 2016

• Updated: Requests added the requester_resolution_target_at field.
• Updated: Time Entries added the correction field.

April 16, 2016

• Updated: Requests added the assignment_count field.
• Updated: Mail API added a rule that limits updates of existing requests by incoming email without a reference in the mail header to within 28 days of their completion.
• Updated: Filtering extended the filtering capabilities to less than, less than or equal to, greater than and greater than or equal to.

April 12, 2016

• Updated: Events API added the parameter support_domain for users who are registered in a directory account.

April 11, 2016

• Updated: Mail API added the section ‘Adding a note to an existing request’.

April 10, 2016

• New: Timesheets feature added for retrieving people’s timesheets.
• Updated: Time Entries feature added for removing a time.

April 02, 2016

• New: Time Allocations feature added for making allocations available for people to register time against.
• New: Time Entries feature added for registering time.
• Updated: Requests added the created_by field.

March 26, 2016

• New: Timesheet Settings feature added for defining the settings for people’s timesheets.

March 19, 2016

• Updated: Requests added the organization field.

March 08, 2016

• Updated: SLA added the coverage option organization_and_descendants and the organization field.

February 29, 2016

• Updated: Problem added the waiting_until field.
• Updated: Tasks added the waiting_until field.
• Updated: Problems Import added the Waiting Until column to the import CSV file example.
• Updated: Tasks Import added the Waiting Until column to the import CSV file example.

February 17, 2016

• Updated: Broadcasts added the option covered_for_any for the visible_for field.

February 12, 2016

• Updated: Task Templates added the instructions field.
• Updated: Task Templates added the ui_extension field.
• Updated: Tasks replaced the Initial note field with the instructions field.
• Updated: Tasks added the custom_data field.

February 05, 2016

• Updated: Organization added the substitute field.

January 07, 2016

• Updated: People - CI Coverages has replaced People - Available CI.

December 21, 2015

• Updated: Tasks - Predecessors feature added to make it possible to add, update or remove a task’s predecessors.
• Updated: Tasks - Successors feature added to make it possible to add, update or remove a task’s successors.
• Renamed: Task Templates task_template_parents has become workflow_templates .

December 07, 2015

• New: Short URLs feature added for preparing short URLs for QR codes or NFC tags or simply for shortening long URLs.

November 17, 2015

• Updated: Webhooks added the parameter payload[previous_status] to the payload of ‘status-changed’ events.

November 06, 2015

• New: Account feature added for retrieving account, billable usage and billable users data.

November 01, 2015

• New: Webhooks added ‘status-changed’ events for requests, problems, workflows and tasks.

October 11, 2015

• New: Export API feature added for exporting the system logs.

September 16, 2015

• New: Product Categories feature added for maintaining product categories.
• Updated: Products added the rule_set field.
• Updated: Configuration Items added the rule_set field.

September 09, 2015

• Updated: Filtering extended the States feature to related records
• Updated: Notes added the state internal
• Updated: Workflows added the release field.

August 26, 2015

• Updated: Requests added the desired_completion_at field.
• Updated: Affected SLAs added the desired_completion_at and the next_target_at fields.

August 17, 2015

• Updated: Events API extended the feature that dictates the default value for the member and status fields.
• Updated: Mail API extended the feature that dictates the default value for the member and status fields.

August 10, 2015

• Updated: Requests added the waiting_until field.
• Updated: Events API added the waiting_until parameter.
• Updated: Mail API added the waiting_until parameter.
• Updated: Requests Import added the Waiting Until column to the import CSV file example.

July 30, 2015

• Updated: Organizations Import added the UI Extension and Custom Data columns to the import CSV file example.

July 26, 2015

• Updated: Computer Telephony Integration (CTI) number matching extended beyond telephone numbers to support_id field values.

May 01, 2015

• Updated: Configuration Items - CI Relations feature extended by allowing configuration items of all product categories (with the exception of software license certificates) to have multiple parent CI relations.

April 11, 2015

• Updated: Tasks - Approvals feature extended to make it possible to add, update or remove a task’s approval.
• Updated: Service Offerings - Standard Service Requests feature extended to make it possible to add, update or remove a service offering’s standard service request.
• Updated: Configuration Items - CI Relations feature extended to make it possible to add, update or remove a configuration item’s CI relation.
• Updated: Organizations - Addresses feature extended to make it possible to add, update or remove an organization’s address.
• Updated: Organizations - Contacts feature extended to make it possible to add, update or remove an organization’s contact.
• Updated: People - Addresses feature extended to make it possible to add, update or remove a person’s address.
• Updated: People - Contacts feature extended to make it possible to add, update or remove a person’s contact.

December 14, 2014

• Updated: Mail API - Event Matching feature and Events API - Event Matching feature now take into account the requested_for parameter and is limited to requests generated over the past 24 hours.

November 26, 2014

• Updated: Task feature updated to include the ID of the workflow when retrieving, adding and updating a task.
• Updated: Requests - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a request.
• Updated: Problems - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a problem.
• Updated: Problems - Requests feature extended to make it possible for a request to be added to, or removed from, a problem.
• Updated: Problems - Service Instances feature extended to make it possible for a service instance to be added to, or removed from, a problem.
• Updated: Releases - Workflows feature extended to make it possible for a workflow to be added to, or removed from, a release.
• Updated: Workflows - Problems feature extended to make it possible for a problem to be added to, or removed from, a workflow.
• Updated: Workflows - Requests feature extended to make it possible for a request to be added to, or removed from, a workflow.
• Updated: Tasks - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a task.
• Updated: Tasks - Service Instances feature extended to make it possible for a service instance to be added to, or removed from, a task.
• Updated: Workflow Templates - Task Templates feature extended to make it possible for a task template to be added to, or removed from, a workflow template.
• Updated: Task Templates - Approvers feature extended to make it possible for an approver to be added to, or removed from, a task template.
• Updated: Task Templates - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a task template.
• Updated: Task Templates - Service Instances feature extended to make it possible for a service instance to be added to, or removed from, a task template.
• Updated: Service Instances - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a service instance.
• Updated: Service Level Agreements - Organizations feature extended to make it possible for an organization to be added to, or removed from, a service level agreement.
• Updated: Service Level Agreements - People feature extended to make it possible for a person to be added to, or removed from, a service level agreement.
• Updated: Service Level Agreements - Sites feature extended to make it possible for a site to be added to, or removed from, a service level agreement.
• Updated: Configuration Items - Contracts feature extended to make it possible for a contract to be added to, or removed from, a configuration item.
• Updated: Configuration Items - Service Instances feature extended to make it possible for a service instance to be added to, or removed from, a configuration item.
• Updated: Configuration Items - Users feature extended to make it possible for a user to be added to, or removed from, a configuration item.
• Updated: Contracts - Configuration Items feature extended to make it possible for a configuration item to be added to, or removed from, a contract.
• Updated: Teams - Members feature extended to make it possible for a member to be added to, or removed from, a team.
• Updated: People - Teams feature extended to make it possible for a team to be added to, or removed from, a person.
• Updated: Broadcasts - Service Instances feature extended to make it possible for a service instance to be added to, or removed from, a broadcast.
• Updated: Calendars - Holidays feature extended to make it possible for a holiday to be added to, or removed from, a calendar.
• Updated: Holidays - Calendars feature extended to make it possible for a calendar to be added to, or removed from, a holiday.
• Updated: Service Categories - Services feature extended to make it possible for a service to be added to, or removed from, a service category.

September 07, 2014

• New: Tasks - Approvals feature added for linking multiple approvers to a task.
• New: Task Templates - Approvers feature added for linking multiple approvers to a task template.
• Updated: Request Templates feature extended with the new instructions field.
• Renamed: Request Templates the field instructions was renamed to registration_hints .

June 08, 2014

• Updated: People - Permissions feature extended with the key contact role.

June 01, 2014

• New: Broadcasts feature added for adding, updating and retrieving broadcasts.

March 20, 2014

• Updated: Requests feature added for retrieving the template field value of requests.
• Updated: Workflows feature added for retrieving the template field value of workflows.
• Updated: Tasks feature added for retrieving the template field value of tasks.
• New: Tasks of Workflows feature added for retrieving all tasks of a workflow.

March 06, 2014

• Updated: Task Templates Import added the Copy notes to workflow column to task templates import files.

February 28, 2014

• Updated: Requests feature added for retrieving the urgent field value of requests.
• Updated: Requests Import added the Urgent column to requests import files.
• Updated: Problems feature added for retrieving the urgent field value of problems.
• Updated: Problems Import added the Urgent column to problems import files.
• Updated: Tasks feature added for retrieving the urgent field value of tasks.
• Updated: Tasks Import added the Urgent column to tasks import files.

February 20, 2014

• Updated: Requests Import added the Reviewed column to requests import files.

February 13, 2014

• Updated: Configuration Item updated the description for the product field as it is now possible to update its value.

January 28, 2014

• New: Service Category added the Service Categories API.
• New: Service Categories Import feature added for uploading batches of service categories.
• New: Export API feature added for downloading batches of service categories.

September 09, 2013

• Updated: Webhooks added payload parameters to the Webhook contents.
• New: People feature added for retrieving people data using telephone numbers.

August 19, 2013

• New: Export API feature added for downloading batches of affected SLAs and support efforts.

August 14, 2013

• New: First Line Support Agreements Import feature added for uploading batches of first line support agreements.
• New: Export API feature added for downloading batches of first line support agreements.

July 15, 2013

• New: Workflow Templates Import feature added for uploading batches of workflow templates.
• New: Export API feature added for downloading batches of workflow templates.

June 10, 2013

• New: Export API feature added for downloading batches of specific record types.
• New: Releases Import feature added for uploading batches of releases.
• New: Standard Service Request Import feature added for uploading batches of standard service requests.

October 19, 2012

• New: Import API feature added for uploading batches of specific record types.

March 15, 2012

• New: My Inbox
• New: My Team’s Inbox
• New: Task Templates added the assign_to_requester_manager field.
• New: Workflow Templates added the recurrence fields
• Renamed: Task Templates the assign_to_manager field was renamed to assign_to_workflow_manager .

December 25, 2011

First version of API released.