Request Object

Root Connection

All Request objects of an account are accessible by a query on the root connection requests. Such a query will return a RequestConnection!, which contains the Request objects in its nodes field.

requests (RequestConnection!)

Root connection for retrieving Request records.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

filter RequestFilter

Filter to determine which Request records are returned.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

order [RequestOrder!]

Order of the Request records returned.

view RequestView

View name.

The default value is current_account.

Fields

The fields in this section list which values can be retrieved when querying Request records.

account (Account)

The account this record belongs to.

addressed (Boolean)

When the Satisfaction field of the request is set to 'Dissatisfied', a person who has the Service Desk Manager role, can check the Addressed box to indicate that the requester has been conciliated.

assignmentCount (Int)

Automatically set to the number of times that the Team field of the request has been set to a team that is registered in the accounts from which the request data is retrieved.

category (RequestCategory)

The category of the request.

change (Change)

Used to link the request to a change.

completedAt (ISO8601Timestamp)

Automatically set to the date and time at which the request is saved with the status "Completed".

completionReason (RequestCompletionReason)

The appropriate completion reason for the request when it has been completed.

createdAt (ISO8601Timestamp)

The date and time at which the record was created.

createdBy (Person)

Automatically set to the person who submitted the request.

customFields ([CustomField!])

Values of custom fields.

desiredCompletionAt (ISO8601Timestamp)

The date and time that has been agreed on for the completion of the request. The desired completion overwrites the automatically calculated resolution target of any affected SLA that is related to the request when the desired completion is later than the affected SLA's resolution target. By default, the person selected in the Requested by field receives a notification based on the 'Desired Completion Set for Request' email template whenever the value in the Desired completion field is set, updated or removed.

downtimeEndAt (ISO8601Timestamp)

The actual date and time at which the service became available again.

downtimeStartAt (ISO8601Timestamp)

The actual date and time at which the service outage started.

feedback (Feedback)

The satisfiedUrl and the dissatisfiedUrl of the requestedFor. In case the requestedBy is different form the requestedFor, the satisfaction link of the requestedBy are also included. Feedback is null in case no feedback for the request can be provided at this time.

groupedInto (Request)

The request group that is used to group the requests that have been submitted for the resolution of exactly the same incident, for the implementation of exactly the same change, for the provision of exactly the same information, etc.

grouping (RequestGrouping)

Default: none

id (ID!)

Unique identifier of the object.

impact (RequestImpact)

The extent to which the service instance is impacted.

knowledgeArticle (KnowledgeArticle)

Automatically set to the latest knowledge article that was applied to the request.

lifeCycleState (LifeCycleState)

Current state of the record.

majorIncidentStatus (RequestMajorIncidentStatus)

Used to indicate the status in the major incident management process.

member (Person)

The person to whom the request is to be assigned.

nextTargetAt (TargetTimestamp)

Empty when the status of the request is completed. The next target equals the response target when a response target exists and the response target is less than the desired completion. Otherwise, the next target equals the desired completion when a desired completion exists. Otherwise, if the status is waiting_for_customer the next target is clock_stopped when an affected SLA is linked to the request which Accountability field is set to provider or supplier. Otherwise, if the status is waiting_for_customer the next target is best_effort. Otherwise the next target is the resolution target when a resolution target exists. In all other cases, the next target is best_effort.

organization (Organization)

Automatically set when the request is saved for the first time to the organization that the person, who is selected in the Requested for field, belongs.

problem (Problem)

Used to link the request to a problem.

project (Project)

Used to link the request to a project.

reopenCount (Int)

Automatically set to the number of times that the status of the request has changed from completed to a different value in the account from which the request data is retrieved.

requestId (String)

The record ID as displayed in the UI

requestedBy (Person)

The person who submitted the request.

requestedFor (Person)

The person for whom the request was submitted. The person selected in the Requested by field is automatically selected in this field, but another person can be selected if the request is submitted for another person.

requesterResolutionTargetAt (ISO8601Timestamp)

Automatically set to the most stringent resolution target of the request's affected SLAs, which Accountability field is not set to sla_not_affected and which are linked to an SLA for which the person who is selected in the Requested for field has coverage.

resolutionTargetAt (TargetTimestamp)

Automatically indicates when the current assignment team needs to have completed the request. The target displayed in this field is the most stringent resolution target of the affected SLAs that are related to the request and for which the current assignment team is responsible.

responseTargetAt (TargetTimestamp)

Automatically indicates when the current assignment team needs to have responded to the request. The target displayed in this field is the most stringent response target of the affected SLAs that are related to the request and for which the current assignment team is responsible.

reviewed (Boolean)

A request can be marked as reviewed by the problem manager of the service of the service instance that is linked to the request. Marking a request as reviewed excludes it from the 'Requests for Problem Identification' view.' This field is automatically set to true when the Service instance field is empty, when the request is linked to a problem or change, or when the Grouping field is set to grouped. This field is also set to true when the completion_reason is solved and the impact is different from top.

satisfaction (FeedbackSatisfaction)

The Satisfaction field is set when a requester uses the hyperlinks defined in the 'Request Set to Completed' email template to indicate whether or not he/she is satisfied with the manner in which a request has been handled.

satisfactionAt (ISO8601Timestamp)

The date and time the requester indicated satisfaction.

serviceInstance (ServiceInstance)

The service instance in which the cause of the incident resides, for which the change is requested, or about which information is needed.

source (String)

An identifier for the client application submitting the resource or the name of an external system

sourceID (String)

The unique identifier of the resource in an external system

status (RequestStatus)

Used to select the current status of the request.

subject (String)

A short description of the request.

supplier (Organization)

The supplier organization that has been asked to assist with the request. The supplier organization is automatically selected in this field after a service instance has been selected that is provided by an external service provider organization.

supplierRequestID (String)

The identifier under which the request has been registered at the supplier organization. If the supplier provided a link to the request, enter the entire URL in this field.

task (Task)

The task that caused the request to be automatically generated.

team (Team)

The team to which the request is to be assigned. By default, the first line team of the service instance that is related to the request will be selected. If a first line team has not been specified for the service instance, the support team of the service instance will be selected instead.

template (RequestTemplate)

The link to the request template that was last applied to the request.

updatedAt (ISO8601Timestamp)

The date and time of the last update of the record. If the record has no updates it contains the createdAt value.

urgent (Boolean)

Whether the request has been marked as urgent.

waitingUntil (ISO8601Timestamp)

Used to specify the date and time at which the status of the request is to be updated from waiting_for to assigned. This field is available only when the Status field is set to waiting_for.

Connections

The connection fields in this section allow (paged) access to objects related to a specific Request record. The actual objects will be in the nodes field of the connection.

affectedSlas (AffectedSlaConnection)

Affected SLAs of the request.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

automationRules (AutomationRuleConnection)

Automation rules associated with this record.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

configurationItems (ConfigurationItemConnection)

Configuration items of the request.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

customFieldsAttachments (AttachmentConnection)

Inline images linked to one of the custom fields.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

groupedRequests (RequestConnection)

Requests that are grouped into this request group.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

notes (NoteConnection)

Notes of the record.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

timeEntries (TimeEntryConnection)

Time entries for this record.

Argument Type Description
after String

Returns the elements in the list that come after the specified cursor.

before String

Returns the elements in the list that come before the specified cursor.

first Int

Returns the first n elements from the list.

last Int

Returns the last n elements from the list.

Implements

Request implements the following interfaces. This means that fragments defined on these interfaces may be used in queries returning a Request.