How to get, via Web Services, activity log entries associated to tickets and filtered on the base of a condition?

Document ID : KB000012892
Last Modified Date : 14/02/2018
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Introduction:

The ‘getRelatedListValues’ can be used to extract related lists and so it can be used to get activity log entries associated to tickets; but if there is the need to extract specific activity log entries, on the base of a query clause condition, an alternative has to be used as the ‘getRelatedListValues’ method doesn’t give the possibility to add any condition.

Question:

Is there the possibility, using Web Services, to get activity logs entries associated to tickets and filtered by a condition?

Environment:
CA Service Desk Manager 12.9CA Service Desk Manager 14.1
Answer:

There is not the possibility to have a query clause in getRelatedListValues (or similar) method.

In alternative, considering that act_log table has a relationship with call_req table based on call_req persid (call_req_id = cr.persistent_id), a doSelect could be used to extract data from activity log (act_log table – alg factory) associated to all or to specific ticket (using the persid/ref_num), having in this way the possibility to add the where clause desired.

Samples:

- To extract the data from the Activity Log table containing in Description the word 'automatic', the doSelect method can be used with the following parameters:

Object Type: alg

Where Clause: call_req_id = cr.persistent_id AND description like '%automatic%'

Attributes: call_req_id.ref_num description

 

- To extract all the activity logs of a specific request/incident having ref_num = ‘12345’:

Object Type: alg

Where Clause: call_req_id.ref_num = ‘12345’  

Attributes: call_req_id.ref_num description

 

 

Note: the attributes listed, in both the scenarios described, are only an example of what can be extracted.