How to retrieve CA Service Desk Manager (SDM) contacts - userid or name using ServiceDesk WebServices without requesting a handle

Document ID : KB000031645
Last Modified Date : 14/02/2018
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Summary:

Retrieving a ServiceDesk contacts userid or name using ServiceDesk WebServices without requesting a handle.

It is possible to use one Webservices call instead of two, when retrieving the Contact's username or any other Contact attribute. This saves overhead and helps your Webservices to perform better.

A regular "doSelect" call for "cr" object gives a handle for the customer but not the name. This will send the GetContact call to the webservice for each of the customers, which increase the Webservices calls.

For example, there are two WebService Calls made to retrieve the Contact's userid here:

  1. Get the Contact's user handle. E.g. cnt:1234558900736900
  2. Then pass this Contact's user handle in the doSelect call to retrieve the Contact's userid.

This document gives the steps in one webservice call, to get the Contacts userid or name, without passing on the handle.

 

 

Instructions:

Dotted notation may be used to get the SREL object’s attribute when querying an object. For example of customer in cr object.

When doing the doSelect on CR object, specify “customer.combo_name” or “customer.userid” (or any contact object attribute) in the attributes section of the doSelect call.

This will avoid passing multiple Webservices call, while retrieving the contacts username or any other contact attribute.