# Notes

## SDP v3 API gotchas

Docs: <https://www.manageengine.com/products/service-desk/sdpod-v3-api/getting-started/search-criteria.html>

- **Condition names have spaces:** `greater than`, `is not`, `lesser than`. `greater_than` isn't valid, and SDP silently ignored the **entire** search criteria because of it, returning every ticket (124,050). If a query's `total_count` is huge, suspect the criteria first.
- **Paging:** `row_count` is at most 100. Use `start_index`, and stop when `list_info.has_more_rows` is false. Ask for `get_total_count: true` on the first page. `getAllRequests` dedupes by ID and stops at 20 pages or when the total is unreachable.
- **Multiple values:** use a `values: [...]` array, and join criteria with `logical_operator: 'AND'` (see `allOf()` in `tickets.js`).
- **"Technician is empty":** written as `{ field: 'technician', condition: 'is' }` with no value. This isn't documented, since the docs only show the "is not" form, but it's verified to work.
- **Field names that work in filters:** `site.name`, `group.name`, `technician.name`, `status.name`, `last_updated_time`.
- **Group names:** the ManageEngine UI shows groups as "Customer Support « KVCC", but the API name is plain "Customer Support".
- **Sign-in scope:** `SDPOnDemand.requests.READ` is enough for everything so far.
- **Token lifetime:** Zoho access tokens last about an hour. Refresh tokens aren't stored yet (roadmap phase 1).

## Decisions

- **2026-10-15:** **MIT license.** Copyright Skylar Grant.
- **2026-10-15:** **OpenWeatherMap** for weather. The free tier covers current weather and the 5-day forecast, and results are cached for 10 minutes. The National Weather Service API was the alternative (free, no key), but it needs three calls per lookup.
- **2026-10-15:** **Unassigned counter** uses its own status exclusions (`UNASSIGNED_EXCLUDED_STATUSES`) to match the ManageEngine view. The debug list is kept but hidden (`SHOW_UNASSIGNED_LIST` in `index.html`).
- **2026-10-15:** **Multi-region approach:** one service token plus region config, not per-user Zoho tokens. A user's own token could see all 124k tickets, so it wouldn't separate regions, and per-user polling multiplies API traffic. See `ROADMAP.md`.

## Known issues

- The status table scrolls sideways once there are more statuses than fit, because the page is capped at 1,320px. Consider widening the page or narrowing the sidebar.
- All statuses not in `STATUS_NAMES` count as open, including "Need Information" and "On Hold". This is intentional for now; revisit when regions get their own config.
- The token is lost on restart and expires after about an hour.