Create Service Request By Requestor

Description

The Create Service Request by Requestor step creates a new service request (ticket) in Desk Manager on behalf of a specific requester. The step supports two input modes: You can either use simple input fields from the step configuration to build the request OR Provide a complete JSON payload for advanced customization.

Note:
Category Selection Hierarchy: The Desk Manager Web UI supports a multi-level, fully cascading category tree. However, due to API limitations, specifically the absence of endpoints to fetch dependent options for every level of the tree dynamically, the plugin currently supports a two-level hierarchy. How it works in the Plugin:

• Level 1 (Category Type): You select a Category Type Key.
• Level 2 (Category/Sub-Category): When you click the Get button for the Category Key field, the plugin automatically filters and displays only the Categories (Sub-categories) that belong to the selected Category Type.

Configuration

Field Name	Description
Step name	Specify a unique name for the step. The name helps you identify the step in the workflow and makes it easier to debug or link it with other steps.

Connection tab

For the connection field details, click Connection Fields

Input Tab

Note: Fields will be available if Accept Input As JSON is cleared.

Field Name	Description
Requestor Key	Specify the unique ID of the requester. Or Click Get, to fetch available requestor list and select. When selected, the requester’s other details are displayed. The field accepts variable or static value, and the field is mandatory.
Auto Category Key	Specify the unique ID of the auto category key used to classify the ticket. Or Click Get, to fetch available auto category key list and select. When selected, the other details are also displayed. The field accepts variable or static value.
Subject	Specify the subject or title of the ticket.
Request Key	Specify the request type ID
Occurrence Type Key	Specify the occurrence type ID.
Impact	Specify the impact level of the ticket.
Urgency	Specify the urgency level of the ticket: - Low - Medium - High
Description	Provides a detailed description of the request or issue.
Category Type Key	Specify the category type sequence ID. Or Click Get, to fetch available category type key list and select. When selected, the other details are also displayed. The field accepts variable or static value.
Category Key	Specify the sub-category sequence ID. Note: If a Category Type Key is selected, clicking Get filters the categories based on that type.
Group Key	Specify the ID of the Group (Grupo) assigned to the ticket. Or Click Get, to fetch available group key list and select. When selected, the other details are also displayed. The field accepts variable or static value.
Configuration Item Keys (ICs)	Specify related Assets/Configuration Items (ICs) to link to this ticket. Or Click Get, to fetch available Configuration Item Keys list and select. When selected, the other details are also displayed. The field accepts variable or static value. Note: Multiple keys can be added.
Extra Fields	Adds custom parameters that are not part of the standard form by using key-value pairs.
Input Fields (JSON Mode):	The following fields are enabled when Accept Input As JSON is selected. Note: The JSON input keys must be in Portuguese.
Accept Input as JSON	Select to accept JSON input from previous field or from variable. Note: when selected, the step ignores previous provided JSON input.
Input JSON from Field/Variable	Specify the complete JSON payload for creating the service request. The field accepts variable or static value. Or Specify the JSON payload in Hardcoded Input JSON. For example, { "TChamado":{ "Solicitante":"19", "Descricao":"Testing via the API - Pranav3" } }

Output tab

Field Name	Description
Output JSON Field Name	Specify the field name that will store the API response. The field is mandatory.