Notes

SDP v3 API gotchas

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).

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.

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.