URLS for Computer Telephony Integration (CTI)

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Overview

This Article contains the URLs that can be used for launching Service Desk for a CTI implementation.

Examples

In the examples below, replace the data in the brackets.

Open an existing Request

http://[SERVER]/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=[Ticket Number]

Creating a new Request

http://[SERVER]/CAisd/pdmweb.exe?OP=CREATE_NEW+FACTORY=cr+PRESET_REL=customer:cnt.id:userid:[USERID]
http://[SERVER]/CAisd/pdmweb.exe?OP=CREATE_NEW+FACTORY=cr+PRESET_REL=customer:cnt.id:contact_num:[contact_num]

Launch the Profile Browser

http://[SERVER]/CAisd/pdmweb.exe?OP=JUST_GRONK_IT+HTMPL=profile_browser.htmpl+FACTORY=cnt+PERSID=cnt:xxxxxxxxxxxxxxxxx

R11.2 Requires cumulative patch QO91539 for the above URL to work.

http://[SERVER]/CAisd/pdmweb.exe?OP=JUST_GRONK_IT+HTMPL=profile_browser.htmpl+FACTORY=cnt+PERSID=cnt:userid:[USERID]

Open an existing Contact

http://[SERVER]/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cnt+SKIPLIST=1+QBE.EQ.userid=[USERID]
http://[SERVER]/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cnt+SKIPLIST=1+QBE.EQ.id=[ID]