Scheduling Endpoints
Scheduling & Time Management
Appointment
Appointments represent calendar events, tasks, shifts, and scheduled activities. They can be linked to tickets, clients, agents, and recurring schedules.
GET /Appointment — List Appointments
Returns multiple appointments. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
advanced_search | string | Advanced search string |
agents | string | Comma-separated list of agent IDs to filter appointments |
appointmentsonly | boolean | Only return appointments (exclude tasks, shifts) |
assets | string | Filter by asset |
client_id | integer | Return appointments assigned to a specific client |
end_date | string | Return appointments with an end date greater than this value |
excludenonticketapptodo | boolean | Exclude non-ticket appointment todos |
excluderecurring | boolean | Exclude recurring appointments |
excluderecurringmaster | boolean | Exclude recurring master appointments |
getopenjourney | boolean | Return open journey appointments |
hidecompleted | boolean | Exclude completed appointments |
includedeleted | boolean | Include deleted appointments |
isrecurringchild | boolean | Return only appointments with a recurring child |
isrecurringmaster | boolean | Return only appointments with a recurring master |
locations | string | Filter by location |
my_approvals | boolean | Return appointments pending my approval |
order | string | Field name to order by (primary) |
order2 | string | Field name to order by (secondary) |
order3 | string | Field name to order by (tertiary) |
order4 | string | Field name to order by (fourth) |
order5 | string | Field name to order by (fifth) |
orderdesc | boolean | Order descending on primary sort field |
orderdesc2 | boolean | Order descending on secondary sort field |
orderdesc3 | boolean | Order descending on tertiary sort field |
orderdesc4 | boolean | Order descending on fourth sort field |
orderdesc5 | boolean | Order descending on fifth sort field |
page_no | integer | Page number for pagination |
page_size | integer | Page size for pagination |
pageinate | boolean | Enable pagination |
recurringchangeonly | boolean | Return only appointments with recurring changes |
recurringmasterid | string | Return appointments with this recurring master ID |
search | string | Filter appointments matching this search string |
shiftsonly | boolean | Only return shift appointments |
showall | boolean | Admin override to return all appointments |
showappointments | string | Include appointments in the response |
showchanges | boolean | Include change requests |
showholidayonce | boolean | Show each holiday once |
showholidays | boolean | Include holiday-type appointments |
showprojects | boolean | Include project appointments |
showshifts | boolean | Include shift appointments |
start_date | string | Return appointments with a start date greater than this value |
statuses | string | Filter by appointment status |
tasksonly | boolean | Only return tasks |
ticket_id | integer | Return appointments assigned to a specific ticket |
toplevel_id | integer | Filter by top-level entity ID |
types | string | Comma-separated appointment type IDs to filter by |
utcoffset | double | UTC offset to apply to dates |
POST /Appointment — Create Appointments
Creates one or more appointments.
Request Body: Array of Appointment objects.
GET /Appointment/{id} — Get One Appointment
Returns a single appointment by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Appointment ID |
includedetails | boolean | Include extra related objects in the response |
DELETE /Appointment/{id} — Delete Appointment
Deletes a specific appointment. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Appointment ID |
ignoreexchangedelete | boolean | Skip Exchange calendar deletion |
GET /Appointment/Booking — Get Booking Availability
Returns booking availability data.
POST /Appointment/Booking — Create Booking
Creates a booking appointment.
Request Body: Single Appointment object.
POST /Appointment/Generate — Generate Appointments
Generates appointments from a list of IDs (e.g., from recurring schedule templates).
Request Body: Array of integers (appointment IDs).
Schedule
Schedules define recurring patterns for appointments and other time-based items.
GET /Schedule — List Schedules
Returns multiple schedules. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
includedetails | boolean | Include extra related objects |
primaryid | integer | Filter by primary entity ID |
type | integer | Filter by schedule type |
POST /Schedule — Create Schedules
Creates one or more schedules.
Request Body: Array of Schedule objects.
GET /Schedule/{id} — Get One Schedule
Returns a single schedule by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Schedule ID |
includedetails | boolean | Include extra related objects |
ScheduleOccurrence
Manages individual occurrences of recurring schedules.
GET /ScheduleOccurrence — List Schedule Occurrences
Returns schedule occurrence records.
POST /ScheduleOccurrence — Generate Schedule Occurrences
Generates occurrences for the specified schedule IDs.
Request Body: Array of integers (schedule IDs).
GET /ScheduleOccurrence/{id} — Get One Schedule Occurrence
Returns a single schedule occurrence by ID.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | ScheduleOccurrence ID |
Timesheet
Timesheets track daily agent hours, attendance, and approval workflows.
GET /Timesheet — List Timesheets
Returns timesheet records.
POST /Timesheet — Create Timesheets
Creates one or more timesheets.
Request Body: Array of Timesheet objects.
GET /Timesheet/mine — Get My Timesheets
Returns the authenticated agent's own timesheets.
GET /Timesheet/forecasting — Get Forecasting Timesheets
Returns timesheet forecasting data.
GET /Timesheet/{id} — Get One Timesheet
Returns a single timesheet by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Timesheet ID |
agent_id | integer | Filter by agent ID |
date | string | Filter by date |
TimesheetEvent
Timesheet events are individual time entries logged against tickets, breaks, or other activities within a timesheet day.
GET /TimesheetEvent — List Timesheet Events
Returns multiple timesheet events. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
agent_id | integer | Filter by agent ID |
agents | string | Comma-separated agent IDs |
end_date | string | Filter by end date |
start_date | string | Filter by start date |
utcoffset | double | UTC offset to apply to dates |
POST /TimesheetEvent — Create Timesheet Events
Creates one or more timesheet events.
Request Body: Array of TimesheetEvent objects.
GET /TimesheetEvent/mine — Get My Timesheet Events
Returns the authenticated agent's own timesheet events.
GET /TimesheetEvent/{id} — Get One Timesheet Event
Returns a single timesheet event by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | TimesheetEvent ID |
includedetails | boolean | Include extra related objects |
DELETE /TimesheetEvent/{id} — Delete Timesheet Event
Deletes a specific timesheet event.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | TimesheetEvent ID |
Timeslot
Timeslots represent available booking windows within a workday.
GET /Timeslot — List Timeslots
Returns multiple timeslots. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
agent_id | integer | Filter by agent ID |
workday_id | integer | Filter by workday ID |
Holidays
Holiday records track agent leave, public holidays, and other time-off entries. Can be linked to workdays and approval workflows.
GET /Holiday — List Holidays
Returns multiple holiday records. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
agent_id | integer | Filter by agent ID |
approved_only | boolean | Only return approved holidays |
end_date | DateTime | Filter by end date |
entity | integer | Filter by entity type |
include_apid | boolean | Include appointment ID in response |
inclusive_end | boolean | Use inclusive end date comparison |
inclusive_start | boolean | Use inclusive start date comparison |
my_approvals | boolean | Return holidays pending my approval |
start_date | DateTime | Filter by start date |
workdayid | integer | Filter by workday ID |
POST /Holiday — Create Holidays
Creates one or more holiday records.
Request Body: Array of Holidays objects.
GET /Holiday/{id} — Get One Holiday
Returns a single holiday record by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | string (path, required) | Holiday UUID |
includedetails | boolean | Include extra related objects |
DELETE /Holiday/{id} — Delete Holiday
Deletes a specific holiday record.
| Parameter | Type | Description |
|---|---|---|
id | string (path, required) | Holiday UUID |
Workdays
Workdays define business hours configurations, including active days, start/end times per day, holidays, timeslots, and break rules.
GET /Workday — List Workdays
Returns multiple workday configurations. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
access_control_level | integer | Filter by access control level |
isconfig | boolean | Return configuration-only workdays |
showholidays | boolean | Include holidays in the response |
POST /Workday — Create Workdays
Creates one or more workday configurations.
Request Body: Array of Workdays objects.
GET /Workday/{id} — Get One Workday
Returns a single workday configuration by ID. Requires authentication.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Workday ID |
includedetails | boolean | Include extra related objects |
DELETE /Workday/{id} — Delete Workday
Deletes a specific workday configuration.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Workday ID |
BookingType
GET /BookingType — List Booking Types
Returns available booking type configurations.
| Parameter | Type | Description |
|---|---|---|
type | integer | Filter by booking type category |
ChangeCalendar
GET /ChangeCalendar — Get Change Calendar
Returns the change calendar data.
Downtime
Downtime records track service interruptions linked to tickets, including start/end times and affected services.
GET /Downtime — List Downtime Records
Returns downtime records.
POST /Downtime — Create Downtime Records
Creates one or more downtime records.
Request Body: Array of Downtime objects.
GET /Downtime/{id} — Get One Downtime Record
Returns a single downtime record by ID.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Downtime ID |
DELETE /Downtime/{id} — Delete Downtime Record
Deletes a specific downtime record.
| Parameter | Type | Description |
|---|---|---|
id | integer (path, required) | Downtime ID |
GET /Downtime/DowntimeCalendar — Get Downtime Calendar
Returns a calendar view of downtime events.