WIXLIB

Software Development KitUser GuideLast updated: May 12, 2020

Table of ContentsSDK Overview . 11.What is ServicePRO SDK? . 12.What is possible with SDK? . 1Pre-requisites . 23. Accessible ServicePRO.Server WCF service site (Included with ServicePROinstallation package). 24.List of DLL files: . 25.Net Framework requirements, Visual Studio version requirements . 26.Supported Applications: . 2Getting Started . 3Code Samples to use ServicePRO SDK . 41. Login Using AD Authentication: Sample Code to initialize & establish session and tologin to ServicePRO Database for making further SDK Calls [C# .NET – WPF]: . 42. Login Using ServicePRO User Credentials: Sample Code to initialize & establishsession and to login to ServicePRO Database for making further SDK Calls [C# .NET –WPF]: . 63.Add Service Request . 84.Add Memo . 95.Sample: Create new best solution .116.Sample: Add Asset .127.Sample: Add Product .138.Sample: Get Service Request .149.Sample: Get Quick Message .1510.Sample: Get Folder by ID.1611.Sample: Get User by ID .17i

Help Desk TechnologySDK Overview1. What is ServicePRO SDK?ServicePRO SDK is an API (.Net Class Library) used to access the ServicePRO Database.2. What is possible with SDK?ServicePRO SDK allows you to perform the following functions against the ServicePRO Databaseprogrammatically from a client application developed in .NET platform: Manage service requests:o Get service request detail from ServicePRO Databaseo Add new service requesto Delete a service requesto Add memo to a service requesto Send quick messageo Get service request detailo Get specific Request Propertieso Get Service Requests Listing DataManage ServicePRO Objects – User, Company, Asset, Queue, Team, Role, Category, Product:o Add New, Update, Retire, Delete objectso Get specific Object InformationManage Knowledge base:o Get, update, publish, retire or restore Knowledge base article (best solution)o Get best solution listHaving these functions available programmatically means that you can integrate these tasks intocustom tools for exporting and importing data to and from ServicePRO.1

Help Desk TechnologyPre-requisites3. Accessible ServicePRO.Server WCF service site (Included with ServicePROinstallation package)4. List of DLL files: .Windows.XML5. .Net Framework requirements, Visual Studio version requirements Microsoft .Net framework 4.7.2; Visual Studio 2019 or Visual Studio 2017 (15.8 update).6. Supported Applications:This SDK was developed using MS Visual Studio 2019 (C# .NET), .Net framework 4.7.2.The SDK DLLs are built for ‘Any CPU’ version.Support information is as follows: .NET 4.7.2.SDK should work with Windows Forms, WPF and ASP.NET applications. The SDK has beentested so far with WPF and Windows Forms applications.2

Help Desk TechnologyGetting StartedThe client application project should add reference to the DLLs specified below in order to makeServicePRO SDK Method Calls. Also, in the client application, in order to use ServicePRO.SDK namespace,should add a Using Directive with ServicePRO.SDK namespace as “Using ServicePRO.Sdk.Windows”.And the application developed using SDK should have access to ServicePRO WCF Service.1. From project's reference menu, add reference to the following SharpZipLib.dllServicePRO.Sdk.Windows.dll2. The following Namespaces should be used in order to utilize ServicePRO SDK Methods:using HelpSTAR.PCL.Common;using HelpSTAR.PCL.ObjectDesigner.Elements;using ServicePRO.Sdk.Windows;using ServicePRO.Sdk.Windows.Managers;3. The ServicePRO WCF service website URL and user credentials may be specified in the clientapplication's app.config file (or Web.Config, in the case of ASP .NET web applications) andretrieved in the Application Code before establishing the session.Alternatively, this information can be hardcoded in the client application code as well or set withconstants. ?xml version "1.0" encoding "utf-8" ? configuration appSettings add key "serviceURL" value "http://YourServer/HelpSTAR.Server/"/ add key "Username" value "ServicePRO Power Username"/ add key "Userpassword" value "password"/ /appSettings startup supportedRuntime version "v4.0" sku ".NETFramework,Version v4.7.2" / /startup /configuration 3

Help Desk TechnologyCode Samples to use ServicePRO SDK1. Login Using AD Authentication: Sample Code to initialize & establish session and to loginto ServicePRO Database for making further SDK Calls [C# .NET – WPF]://Step 1: Set Server URL (This is stored in client application's app.config L"]);//Step 2: Establish sessionprivate stcSession session;private CoreServicesManager coreServiceManager;private RequestServicesManager requestManager;private ObjectDesignerManager udfManager;private LoginServiceManager loginManager;private ManageObjectsServicesManager objectManager;private KnowledgeBaseServiceManager knowledgebaseManager;coreServiceManager new CoreServicesManager();udfManager new ObjectDesignerManager();loginManager new LoginServiceManager();requestManager new RequestServicesManager();objectManager new r new KnowledgeBaseServiceManager StandardName, pecified), Session result, Exception serviceException) {if (serviceException ! null){MessageBox.Show(serviceException.ToString(), "Error");return;}session result.Clone();//Step 3: Get available domains (for login)loginManager.GetAvailableDomains( session,Environment.UserDomainName, Environment.UserName,(stcSession domainResult, string serverVersion, stringkickOutMessage, string preferredSPLoginDomain, Exception serverException) {if (serverException ! Error");return;}session domainResult.Clone();4

Help Desk TechnologystcListItem selectedDomain session.AvailableDomains.FirstOrDefault(item item.Id 0);//Step 4: LoginloginManager.Login(selectedDomain, session,"admin4", "password", true, fo loginInfo, ExceptionloginException) {if (loginException ! null){MessageBox.Show(loginException.ToString(), "Error");return;}//Step 5: If login successful then initializeuser session on the serverif (loginInfo.LoginStatus r.InitializeUserSession(loginInfo.UserId, idation, stcSession resultSession, Exception initializeException) {if (initializeException ! (), "Error");return;}session resultSession.Clone();this.Dispatcher.Invoke(() {TextBlockLoginInfo.Text string.Format("Logged in as {0}", session.User.User.Name);});});}});});});5

Help Desk Technology2. Login Using ServicePRO User Credentials: Sample Code to initialize & establish session andto login to ServicePRO Database for making further SDK Calls [C# .NET – WPF]://Step 1: Set Server URL (This is stored in client application's ServiceURL"]);coreServiceManager new CoreServicesManager();loginManager new LoginServiceManager();//Step 2: Establish Session before logging tandardName, pecified), Session result, Exception serviceException) {if (serviceException ! null){MessageBox.Show(serviceException.ToString(), "Error");return;}session result.Clone();//get the username and password from the app.config filestring username ings["Username"];string password ings["Userpassword"];//Step 3: Login with ServicePRO User CrendentialsloginManager.Login(null, session, username, password, ginInfo loginInfo, Exception loginException) {if (loginException ! rror");return;}//Step 4: If login successful then initialize usersession on the serverif (loginInfo.LoginStatus r.InitializeUserSession(loginInfo.UserId, idation, stcSession resultSession, Exception initializeException) {if (initializeException ! (), "Error");6

Help Desk Technologyreturn;}session t("Logged inas {0}", session.User.User.Name));});}});});7

Help Desk Technology3. Add Service Requestprivate void AddServiceRequest(){RequestServicesManager requestManager new RequestServicesManager();stcRequest request new stcRequest();request.Id 0; //intrequest.WKF clsEnumeration.hsWorkFlow.WF QUEUE;request.WKFId 1; // Queue idrequest.Status clsEnumeration.hsStatus.STS IN QUEUE;request.ObjectTypeId 0; //Generic Service Request [For Custom types, wehave to pass appropriate values]request.Title "Request Created From SDK"; //stringrequest.Requester new stcListItem() { Name "HS Admin", Id 1 };request.DateLogged DateTime.Now;request.Priority clsEnumeration.hsPriority.PRI CRITICAL;request.ProblemTypeId 30048; // valid category idrequest.Memo new stcMemo() //To set the first Memo{AuthorId 1,DateWorked DateTime.Now,MemoTime DateTime.Now,FormatType clsEnumeration.HsMemoFormatType.Text,Memo "Request created from ServicePRO SDK",Type 16387};ObservableCollection stcUserFieldsTableValue udfData newObservableCollection stcUserFieldsTableValue (); //to be populated with values forCustom Fields if it's a Custom Type Service RequestrequestManager.SaveRequest( session.Key, request, newObservableCollection stcAttachmentFolder (),newObservableCollection HelpSTAR.Hybrid.Common.stcAttachment (), //No AttachmentsudfData, newObservableCollection stcFollowUp (), //No Remindersnull, DateTime.Now,new int[] { }, new stcRequest[] { }, e, null, null, null,(stcRequest savedRequest, Exception ex) {if (ex ! null){MessageBox.Show("Error\r\n" ex.ToString(), t #" savedRequest.Id " Added Successfully");}});}8

Help Desk Technology4. Add Memoprivate void AddMemo(){RequestServicesManager requestManager new RequestServicesManager();//First get the requestrequestManager.GetRequest( session.Key, 1579, false,(stcRequest request, int repMemoCount, stcPrivilegeRequestrequestPrivileges, bool hasAttachments, bool isPinned, Snapshot snapshotVersion,Exception ex) {if (ex ! cess operations//Structure request contains the service request detail data;stcMemo stcMemo new stcMemo();stcMemo.RequestId 1579;stcMemo.AuthorId 1;stcMemo.Memo "New memo from SDK";stcMemo.FormattedMemo "";// formatted HTML stringif (!string.IsNullOrEmpty( stcMemo.FormattedMemo) &&stcMemo.FormatType tType ode o true;stcMemo.Type 16387; // int valuestcMemo.SecondsWorked 3; //intstcMemo.DateWorked DateTime.Now; // datatime valuerequest.Memo stcMemo; //add the memo to the requestObservableCollection stcUserFieldsTableValue udfData newObservableCollection stcUserFieldsTableValue (); //to be populated with values forCustom Fields if it's a Custom Type Service RequestConcurrency concurrencyLocker new Concurrency() { ObjectId 1579, Status clsEnumeration.ConcurrencyStatus.None };//save the request with the new memorequestManager.SaveRequest( session.Key, request, newObservableCollection stcAttachmentFolder (),newObservableCollection HelpSTAR.Hybrid.Common.stcAttachment (), //No AttachmentsudfData, newObservableCollection stcFollowUp (), //No Remindersnull, DateTime.Now,new int[] { }, new stcRequest[] { }, e, concurrencyLocker, null, null,(stcRequest savedRequest, Exception e) {9

Help Desk Technologyif (e ! null){MessageBox.Show("Error\r\n" e.ToString(), "ServicePRO");return;}else{MessageBox.Show("Memo added to Request#" savedRequest.Id " Successfully");}});});}10

Help Desk Technology5. Sample: Create new best solutionprivate void r knowledgebaseManager newKnowledgeBaseServiceManager();var addSolution new stcSolution(){AuthorId 1,DateCreated DateTime.Now,DateLastModified DateTime.Now,DateMemoCreated DateTime.Now,Hits 0,SolutionStatus mber 1,LastRevision 0,NextRevision 0,FolderId 1, //Valid Folder IDInActive false,StandardMemo "test best solution detail",ProblemDescription "This is the problem description", //String valueFormatType clsEnumeration.HsMemoFormatType.Html,FormattedMemo "test best solution detail",ProblemTypeId 30048, //category idObjectTypeId 0, // generic best solutionId 0,Title "Best Solution Title", //String value};List int checkedReferenceSolutionList new List int ();knowledgebaseManager.SaveSolution(addSolution, true,checkedReferenceSolutionList, null, session.Key, (stcSolution solution, int result,Exception ex) {if (ex null){//Success operations}else{//Prompt the user with the details on the exception}});}11