The service’s endpoint address will be the following:

http://HOST_NAME/LiveTime/WebObjects/LiveTime.woa/ws/_SERVICE

As such, the XML Descriptor of the service (WSDL) can be found here:

http://HOST_NAME/LiveTime/WebObjects/LiveTime.woa/ws/_SERVICE?wsdl

The methods for adding web services differs slightly between versions but the general steps are the same. Using Visual Basic Express 2010, to add these into a solution, go to Project > Add Service Reference, Select Advanced and then Add Web Reference. (A common mistake is to omit those last 2 buttons, which are required in the 2010 version). This can be repeated for each service URL required.

The web services commands that rely on authentication, require that the user logs in first using the Connect command and then subsequent commands need to be part of the same session which was instigated by a successful Connect command. This is done by ensuring the JSESSIONID cookie that is set up when the Connect succeeds is then then passed back to the server with each command required.

Here is a Windows Form example written in Visual Basic 2010 using .NET 4.0 as the reference basis, although this should work with earlier versions too. Using the initial form that is generated, a button was placed on the form to call that example code. It illustrates logging in, storing the JSESSIONID cookie, adding that cookie to the next command before sending the next command.

Imports System.Net

Public Class Form1

    Private Sub Button1_Click(ByVal sender As System.Object, ByVal e As System.EventArgs) Handles Button1.Click
        Dim _Uri As New Uri("http://demo.livetime.com/LiveTimeOpen")   'This should match the address of the web services references added to the solution
        Dim _InitialCookieContainer As New CookieContainer
        Dim _CookieContainer As New CookieContainer
        Dim _Cookie As New Cookie
        Dim _LoginSuccess As Boolean = False

        'Login

        Dim LTAuth As New LTAuthenticate._Authenticate   'LTAuthenticate is the name given to the Authenticate web service of LiveTime in the solution
        Dim _auth_response() As LTAuthenticate.WsNameValuePair
        LTAuth.CookieContainer = _InitialCookieContainer
        _auth_response = LTAuth.connect("super", "super")   'Login details

        For Each _response In _auth_response
            If _response.key = "success" And _response.value = "true" Then
                _LoginSuccess = True
            End If
        Next

        'If successfully logged in, store the JSESSIONID for subsequent use.
        'Alteranatively, all the initial cookies can be referenced without extracting just the required JSESSIONID one but this example shows what is required in LiveTime.

        If _LoginSuccess Then
            _Cookie = _InitialCookieContainer.GetCookies(_Uri).Item("JSESSIONID")
            _CookieContainer.Add(_Cookie)  'Setup a separate CookieContainer with just the required JSESSIONID cookie for subsequent requests
        Else
            MessageBox.Show("Login Failed")
            Application.Exit()
        End If

        'Example to find customers

        Dim LTCust As New LTCustomer._Customer   'LTCustomer is the name given to the Customer web service of LiveTime in the solution
        LTCust.CookieContainer = _CookieContainer   'The Customer commands are to use the CookieContainer created above - Alternatively, in this case, it could also use the initial one here, as mentioned above.

        Dim _cust_response() As LTCustomer.WsNameValuePair

        _cust_response = LTCust.findCustomer("", "", "")   'Calling findCustomer with email, first name, last name

        'Parse the result to a message box, displaying 4 at a time

        Dim _pair As LTCustomer.WsNameValuePair
        Dim _total_response As String = ""
        Dim _count As Integer
        _count = 0
        For Each _response In _cust_response
            If TypeOf (_response.value) Is String Then
                If _response.key = "message" Then
                    _total_response = _response.value
                End If

            ElseIf Not (_response.key = "success") Then
                _total_response = _total_response + _response.key + " : " + vbNewLine
                _count = _count + 1
                For Each _pair In _response.value
                    _total_response = _total_response + _pair.key.ToString + " : " + _pair.value.ToString + vbNewLine
                Next
                _total_response = _total_response + vbNewLine
            End If

            If _count >= 4 Then
                MsgBox(_total_response)
                _total_response = ""
                _count = 0
            End If
        Next
        If _count <> 0 Then
            MsgBox(_total_response)
        End If

    End Sub
End Class

If using another language (eg. C#) or type of .net application, the same principles apply so the Visual Basic Windows Form example can be used as a guide.

Newport Beach, CA – July 7, 2011 - LiveTime Software, a leading provider of On-Premise and SaaS based Service Management (ITSM) solutions, today announced the release of LiveTime 6.5 based on HTML5. With more than 100 new features and 200 customer requests, LiveTime 6.5 defines the next generation of Cloud based ITSM solutions based around HTML 5. LiveTime 6.5 also includes a new report builder, localization in 11 languages and multi-tenancy for managed service providers (MSP’s).

LiveTime continues to drive open standards and increase user productivity by offering unrivaled ease of use for an ITIL 3 certified application with seamless integration to over 30 enterprise products.

LiveTime’s new report builder enables any organization to develop customized reports without requiring a third party solution. Reports can be designed and inserted into any report menu and shared with colleagues based on user role. Reports, including charts, can be edited as needed.

In addition, LiveTime 6.5 includes localization in 11 languages, including a spellchecker and new rich text editor. It also includes an editor to modify outbound message templates and key terms throughout the application and across each locale.

LiveTime 6.5 includes multi-tenancy across all partner roles so that MSP’s can use a single instance of LiveTime to provide support across multiple organizations as if each had their own service management solution. This includes full rollup to the master organization when using leveraged technicians.

New features include:

• HTML 5 based user interface
• Report Builder
• Localization in 11 languages
• Partner Multi-tenancy
• Rich Text editor
• International Spell Checker
• Custom CSS editor
• OpenID authentication
• Style Sheet editor
• CI snapshot auto association
• CI Type response templates
• .NET friendly web services
• Outbound Web Services

Available On Demand (SaaS) or On Premise (software, hardware or virtual appliance), LiveTime is based on open standards and supports any operating system, any browser, and any database. LiveTime is used by many global 2000 companies such as Lockheed Martin, Verizon, Pricewaterhouse Coopers, Deloitte, and Disney.

LiveTime 6.2 represents the next phase of LiveTime’s Mobile interface and is the minimum requirement for LiveTime’s native mobile clients for the iPhone, iPad and Android platforms. On Demand customers will be automatically upgraded to this version during the next maintenance window and Virtual appliance customers can use the Upgrade option to automatically apply the new version.

Please note that this version requires a schema update, so please press the upgrade button on the initial database screen before saving the connection information.

Service Updates

As part of LiveTime’s continual service improvement program and commitment to quality, monthly product updates are made available to all current customers. These releases guarantee that LiveTime customers have access to the most reliable and secure production version of its service management tool. The updates are optional for customers using the virtual appliance and automatically applied to all SaaS customers.

LiveTime’s service and support team will notify any organizations that are possibly affected by software bugs addressed in the latest release, and provide assistance with the upgrade process.

January 10, 2011

Database platform support

• Database schema change to improve compatibility with Oracle databases

Web Services

• Various extensions to existing web services to support the native iPhone client
• findIncident service will no longer return Change Requests
• getRequestDetail will return regardless of the Item criticality setting
• getNextStates added to ease web service lifecycle management of requests
• getMyFilters added to allow retrieval of filters the logged in user could access
• getMyTaskCount can optionally take a filter ID to return the count for the passed filter
• getMyTasks can optionally take a filter ID to return the requests that match the passed filter

Service Level Management

• Requests will no longer get stuck in un-editable states when Underpinning Contracts are used
• A new series of reports – Breach Information By Team – has been added for various processes

Service Delivery

• Closing the last ‘Active’ Incident in an Incident Group containing service requests will now cascade that closure through the linked service requests and close these as well
• Team edit restrictions have been eased to allow request fields for workflow and team assignment to be edited by technicians entering requests until the save button is clicked, at which point the team rules will take over.
• Request Queues optimized to deal with both Incidents and Service Requests
• Duplicated requests will no longer inherit the status of the request it is a duplicate of

General

• Service Category check-box will no longer un-check itself in response to certain user actions
• Notes will no longer incorrectly mark themselves as sent to the customer when not sent at all
• Users and Customers will always appear in the appropriate lists, regardless of default portal
• Customer portal priority labels will now reflect the values in the Technician portal
• Request ID’s in reports from Oracle databases will no longer display as decimals
• When a request is created, the ‘last action’ field will now be set to the creation date
• Excel and PDF exports of Change Requests will now use the correct date format
• Requests created by email will now list the original email recipients in the audit trail
• Workflow diagrams will once again correctly update when making changes
• Open/Resolved by Technician report now covers all request types
• New line handling within emails has been optimized
• Rejected solutions are no longer retained

Detailed Release Notes 6.2 - 267.78 kB pdf

We have provided a link to the complete source code of a more complex application. Our Web Services are based on Apache Axis 1.x in these examples for the greatest compatibility with existing applications.

Feel free to use this code as the basis for you own applications.

In order to communicate with LiveTime’s web services you should have a thorough knowledge of SOAP and also LiveTime’s Web Services API’s. LiveTime has a developers guide which details each of the API calls and how to use them. What follows are scripts you can use to handle some of the more difficult parts of communication. Notably session management.

Java Web Services Example - 2.11 MB zip

package com.livetime.sample;

import com.livetime.ws.cust.Customer_PortType;
import com.livetime.ws.cust.Customer_Service;
import com.livetime.ws.cust.Customer_ServiceLocator;

public class CreateCustomer extends BaseClient {

	/* Customer Service URL */
	public static final String customerServiceURL = "http://10.0.1.11/LiveTime/WebObjects/LiveTime.woa/ws/Customer";

	/* Constructor - doesn't need to do anything coz this is just a sample */
	public CreateCustomer() {

	}

	private boolean createCustomer() {
		java.net.URL custURL = null;

		try {
			// Service endpoint
			custURL = new java.net.URL(customerServiceURL);

			// Get handle to the service
			Customer_Service service = new Customer_ServiceLocator();
			Customer_PortType port = service.getCustomer(custURL);

			// Call BaseClient method to populate persistent headers
			populateHeaders((javax.xml.rpc.Stub)port);

			// create properties you want to set for this person - properties you may want to set here:

			// custom1 (String 255), custom2(String 255), custom3(String 255), custom4(String 255), custom5(String 255),
			// aliases (comma separated list of email addresses), orgunit (String - case insensitive match to a LiveTime org unit),
			// phone(String 32), phone2(String 32), phone3(String 32), address(String 128), addressTwo(String 128), postalCode(String 32), city(String 64),
			// country (Integer as String - must be id from getCountries() call), state(Integer as String - must be id from getStatesForCountry(String countryId) call)

			java.util.HashMap<String, String> properties = new java.util.HashMap<String, String>();
			properties.put("phone", "+1 949 777 5800");
			properties.put("phone2", "+61 3 9620 7588");

			// So this is generally reusable without scrubbing database each time, we add a random number after the username & email
			// wouldn't do this in the real world obviously - but I'll mention it in case someone tries :p
			String suffix = Integer.toString((new Double(Math.random() * 1000000)).intValue());

			// username, email, first name, last name, properties (above)
			java.util.HashMap response = port.createCustomer("bob_" + suffix, "bob_" + suffix + "@mycompany.com", "Bob", "Nelson", properties);

			// Just output stuff from here on
			String successString = response.get("success").toString();
			boolean successful = Boolean.parseBoolean(successString);

			if(!successful) {
				System.out.println("Customer Creation failed: " + response);
			}
			else {
				System.out.println("Customer Creation succeeded: " + response);
			}

			return successful;
		}
		catch(Exception ex) {
			ex.printStackTrace();
			return false;
		}
	}

	// Entry point for execution
	public static void main(String[] args) {
		// create instance of this class
		CreateCustomer createCustomer = new CreateCustomer();
		// try and connect, if successful, create customer and logoug
		if(createCustomer.connect()) {
			// create the customer
			createCustomer.createCustomer();
			// logout
			createCustomer.disconnect();
		}
	}
}

Create Purchase Order

Create Lease Purchase Order

Deliver Purchase Order

Get Fields for Purchase Order

Delete Purchase Order

Create Org Unit

Pass the Org Unit Name, the parent Org Unit Name and a map of field values to this method to create an Organizational Unit. If the Org Unit being created is a company, pass an empty string as the parent field. If creating a department (or child org unit) the parent must already exist or an error message will be returned.

The complete list of fields that can be supplied reflect the fields returned from the get method below – but names and contact information are the general values, along with any custom fields that may be defined.

This method will return a Map containing the success field and a message field if the method call failed.

Get Org Unit Details

Pass either the Org Unit Id or the Org Unit Name and Parent Org Unit Name into this method to get the details for an organizational unit. This will return a HashMap of name value pairs representing the fields of the company or department.

The valid keys for organization web services are: 
address, addressTwo, city, state, country, zip, phone, url, primaryContact.

The returned map will also contain a success field. If there was a problem with the execution there will be a message field to explain what the issue was.

Update Org Unit Details

Along the same theme as the previous update methods, this update takes two strings to identify the organizational unit and a parameter map containing the fields to update and the new values for those fields.

This method will return a Map containing the success field and a message field if the method call failed.

Rename Org Unit

Along the same theme as the update methods, two strings are used to identify the organizational unit where a parent value of an empty string defines a company, or content in both fields defining a department. The ‘newName’ field defines the new name for the Org. Unit specified by the first two parameters.

This method will return a Map containing the success field and a message field if the method call failed.

Find Org Unit

Use this function to search for an org unit. Valid keys for the map include ‘name’ and ‘parent’ along with all the parameters defined in the org unit details method: 
address, addressTwo, city, state, country, zip, phone, url, primaryContact

This method will return a Map containing the ID’s and the display strings of the org units that match the criteria along with the success field and a message field if the method call failed.

Delete Org Unit

This function flags an Org Unit as deleted.

Description

Use these functions to create an Incident, Change Request or Service Request for the logged in User. Simply supply the function with the number of the Item you wish to raise an Incident, Change or Service Request against, the ID of the Classification the Incident falls under and a text description of the problem.

If custom fields are enabled for the Request type being created, these values need to be passed into the customFieldValues HashMap, with keys custom1 through to custom5.

The Item Number and Classification must exist in this function’s derived lists for the Request to be successfully created. The function returns a HashMap containing two fields: ‘success’ and ‘message’.

The value returned in the ‘success’ field will be a string representation of a boolean (‘true’ or ‘false’) indicating whether or not the Request’s creation attempt was successful.

If a Request was successfully created (i.e. the ‘success’ field is ‘true’), the value returned in the ‘message’ field will be a String representation of the new Request’s ID number.

If the process fails for any reason (i.e. the ‘success’ field is ‘false’), the ‘message’ field will contain a text message explaining why the failure occurred.

All three arguments (‘itemNumber,’ ‘classificationNumber’ and ‘Description’) are required. Omitting any of the three will result in failure and a message explaining the circumstances.

Create Incident / Change Request / Service Request (for a Customer)

Description

Use this to create an Incident, Change Request or Service Request for a Customer created from the createCustomer() function. Provide the Customer ID, the Item Number you wish to raise the Request against, the ID of the Classification the Request falls under and a text description of the problem.

If Custom Fields are enabled for the Request type being created, these values need to be passed into the customFieldValues HashMap, with keys custom1 through to custom5.

The item number and classification must exist in this function’s derived lists for the Incident to be successfully created.

The function returns a HashMap containing two fields: ‘success’ and ‘message’.

The value returned in the ‘success’ field will be a string representation of a boolean(‘true’ or ‘false’) indicating whether or not the Incident’s creation attempt was successful.

If a Request was successfully created (i.e. the ‘success’ field is ‘true’), the value returned in the ‘message’ field will be a String representation of the new Incidents’s ID number. If the process fails for any reason (i.e. the ‘success’ field is ‘false’), the ‘message’ field will contain a text message explaining why the failure occurred.

All four arguments (‘customerId’, ‘itemNumber,’ ‘classificationNumber’ and ‘Description’) are required.

reportDate and closeDate must be formatted as ‘yyyy-mm-dd hh:mm’ strings to be correctly parsed and will set the dates the request was logged and closed, setting the appropriate times against the SLA. This can be combined with addign incident notes to import legacy data into the system.

The closingTechId if set will be used in conjunction with the closeDate to set the technician to credit for the closure.

Get Classifications

Description

The ‘getClassification’ function returns a list of all the classifications that exist in the system for the selected item type. The response is in the form of a HashMap that uses the list of Classification IDs as field names. Each field has a String value containing the name of the Classification. In LiveTime, Classifications are grouped into a hierarchical tree. The list returned by ‘getClassifications’ will be ordered according to the hierarchical tree as it would appear in the application.
In the event that no Classifications are found, only the ‘message’ field will be present and will contain a text message explaining that no Classifications were found.

Once you have the names of the fields (iter.next() – Classification ID numbers in the above example) you can then use them to look up the names of the Classifications associated with them in the HashMap.

Get Subject

Description

Returns a HashMap containing the ‘subject’ for the provided Request ID.

Get Description

Description

Returns a HashMap containing the ‘description’ for the provided Request ID.

Get Request Count By Status

Description

Returns a HashMap containing the ‘requestCount’ for the provided Status ID.

Get Requests By Status

Returns a HashMap containing the ‘requestId’ as a key and the description as the value, for all Requests in a Status with the given statusId. The returned HashMap also contains the success flag to deal with Requests that can’t be processed for various reasons, along with a message to state the reason.

Get Request Detail

Returns a HashMap containing various fields that make up the request.

The returned HashMap contains a success flag and the values for the keys of the given fields:

The returned HashMap also contains the success flag to deal with requests that can’t be processed for various reasons, along with a message to state the reason.

Get Public Notes

This function returns a list of all the public Notes for a given requestId. The returned HashMap contains the Note ID and Note Date.

Get Notes

This function returns a list of all the Notes for a given requestId. The returned HashMap contains the Note ID and Note Date.

Get Notes Detail

This function returns a list of all the Notes for a given requestId. The page size and page number can also be specified. The returned HashMap contains the Note ID, Note Date, Private Note Flag, Author and the Note Content.

Get Note Content

This function returns the content of the Note for the provided Request ID and Note ID.

Update Request

Use this function to update a request of any type (Incident, Change Request or Service Request). The fieldValues HashMap is a map of Strings to Strings. Valid keys are: customerId, itemId, statusId, classificationId, impactId, urgencyId, custom1, custom2, custom3, custom4 and custom5.

(Since 6.1) typeCustom1, typeCustom2, typeCustom3, typeCustom4 and typeCustom5.

The returned HashMap will contain a success flag to deal with Requests that can’t be processed for various reasons, along with a message to state the reason.

Find Incident / Change Request / Service Request

Use these functions to find an Incident ,Change Request or Service Request. Simply supply the function with the parameters desired to search against and process the resultant list of requests that are returned. The ‘fieldValues’ parameter can take all the arguments that are used in the updateRequestDetail method above. The returned HashMap contains the success flag and a message

Add Note To Request

Members of the assigned team, or the customer of the request can use this method (when logged in) to add a note to a request. The returned HashMap contains the success flag to deal with requests that can’t be processed for various reasons, along with a message to state the reason. If privateNdx is not specified, added notes will be visible to the public. If the privateNdx flag is specified, the value should either be set to 1 or 0, to define the note as being private or public respectively. Time can be assigned to this note for timesheet reporting by using the associated method and adding the time in minutes.

Close Request

The Request is set to the default closed state of the assigned Workflow and add the supplied reason as the solution (if defined), and the target Request is an Incident or Service Request. 
The returned HashMap contains the success flag and a reason field.

Get Response Templates

This returns a list of valid response templates for this request. Returns the responseId as the key and the template Title as the value in the response. Use getResponseTemplateContent to retrieve the actual content of a response based on a returned ID from this call.

Get Response Template Content

Returns the actual contents of a response template by ID. Use getResponseTemplates to get a list of valid ID’s you can use for this call. Note that the text will be HTML formatted if the text was styled usng the rich text editor.

Get My Filters

Retrieves a list of Filters by Id and name for the current logged in user. The returned HashMap contains the filter Id as the key and filter name as the value.

Get My Task Count

Retrieves the number of currently active and assigned tasks to the current logged in user. The returned HashMap contains a success flag and the number of tasks. If a filterId is passed in then it will return the number of requests with the given filter applied.

Get My Tasks

Retrieves a list of tasks based on the data sent to the web-service function.

The returned HashMap contains a success flag and the values for the keys of the given fields:

Requests will be sorted by their ID in ascending order if no sortMap is defined. The sortMap accepts all the above fields as keys. Acceptable values include:

ASC - perform an ascending sort on the field
DESC - perform a descending sort on the field

Get Attachments

This returns a list of attachments for the defined requestId as a Name/URL as a key/value pair. As long as the session is valid you can then stream the file directly to the client using the specified URL.

Returns all Workflow States allowed for Incidents in a HashMap, keyed on ID and name formatted as ‘workflow – state name’.

Get Problem States

Returns all Workflow States allowed for Problems in a HashMap, keyed on ID and name formatted as ‘workflow – state name’.

Get Change States

Returns all Workflow States allowed for Change Requests in a HashMap, keyed on ID and name formatted as ‘workflow – state name’.

Get Service Request States

Returns all Workflow States allowed for Service Requests in a HashMap, keyed on ID and name formatted as ‘workflow – state name’.

Get Next States

Returns the next available Workflow States allowed for the identified request in a HashMap, keyed on ID and name formatted as ‘state name’.

Returns the Teams for the Incident process (1000).

Get Problem Teams

Returns the Teams for the Problem process (2000).

Get Change Teams

Returns the Teams for the Change process (3000).

Get Service Request Teams

Returns the Teams for the Service Request process (7000).

This returns all the relationships, along with their class and a marker to denote inherited ownership. Format: *RelationName [RelationClass] (the asterix will not be present if ownership is not inherited). The ‘Key’ to the HashMap is the relationTypeId, which needs to be passed into the createItemRelationship() function (below).

Create Item Relationship

Where ‘fromItemId’ is the ‘parent’ side of the relationship, ‘toItemId’ is the child side of the relationship ‘relationTypeId’ is an ID from the getItemRelationshipTypes() function (above).
This method will validate if the relationship exists before trying to create a new one.

Delete Item Relationship

The inverse of create – a convenience method to delete the relationships.

Get Item Relationships

This returns all the related items for an item with the given itemNumber. The returned HashMap will contain the Item Number of the related Item, and a Relationship ID.