I find it strange that the SWSD API has so many GET calls, but doesn't actually support using it within Service Desk itself. For example, let's say I want to find a specific computer, call it L0001, and do something with one of its properties. First, we would need to call the API with a query:
Now that we have our computer identified within the API, let's integrate this into our ticket via a process integration:
Okay perfect! Now what do we do? Well, we can't actually do anything with it. After a discussion with the SWSD Support Team, the process integration can only actually process POST and PUT requests. This means that we can't use the power of the GET requests to automate things. My suggestion is allowing us to use the body section to assign new variables to elements in the response. For example, if I use that GET request in the process integration, I could make the body the following:
{{computer_model}} = modelSo now in the variable {{computer_model}}, the model of the computer I just queries is stored. But, there might be an issue if there are multiple items in the response. I think that then the variable should no longer be a single string, but instead of a list/array of strings that we can index like in programming languages. So if we get 5 separate computers from the response, {{computer_model}} would now be a list of 5 elements: [Model 1, Model 2, Model 3, Model 4, Model 5]. And if I want to see what Model 3 is, I can use the following syntax: {{computer_model}}[2] (or [3] if not zero-indexed). I understand that this would likely be very difficult to implement but I believe it would greatly improve the capabilities and uses of the API. This would allow for much greater automation of some tasks and lead to a more useful API.
