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Supportpal

Consume Supportpal REST API (v.1.2.4)

Actions22

Ticket → Update

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Overview

This node updates a ticket in the Supportpal system using the Supportpal REST API. It allows users to modify various ticket attributes such as brand, user, department, status, priority, subject, tags, assigned operators, watchers, SLA plan, due time, custom fields, CC emails, and lock status. This node is useful for automating ticket management workflows, such as updating ticket details based on external triggers or integrating ticket updates into broader customer support processes.

Use Case Examples

  1. Automatically update the priority and status of a ticket when a related event occurs.
  2. Change the assigned operators and add tags to a ticket based on customer interactions.
  3. Modify custom fields and due time of a ticket to reflect new information or deadlines.

Properties

Name Meaning
ID The ID of the ticket to update.
Simplify Response Return a simplified response containing only the ticket data.
Additional Fields Optional fields to update on the ticket, including brand, user, department, department email, status, priority, subject, tag IDs, assigned operators, watchers, SLA plan, due time, custom fields, CC emails, and lock status.
Custom Fields Custom fields to set on the ticket, each with a field ID and value.

Output

JSON

  • id - The unique identifier of the updated ticket.
  • brand - The brand associated with the ticket.
  • user - The user associated with the ticket.
  • department - The department handling the ticket.
  • status - The current status of the ticket.
  • priority - The priority level of the ticket.
  • subject - The subject or title of the ticket.
  • tags - Tags assigned to the ticket.
  • assignedto - Operators assigned to the ticket.
  • watching - Operators watching the ticket.
  • sla_plan - The SLA plan applied to the ticket.
  • due_time - The due time of the ticket as a UNIX timestamp.
  • customfield - Custom fields and their values associated with the ticket.
  • cc - Email addresses CC'd on the ticket.
  • locked - Indicates if the ticket is locked and closed.

Dependencies

  • Supportpal REST API

Troubleshooting

  • Ensure the ticket ID provided exists; otherwise, the update will fail with a not found error.
  • Verify that the brand, department, and department_email fields are consistent and valid when updating brand-related fields to avoid validation errors.
  • Custom fields must be correctly keyed by their IDs; incorrect IDs or malformed JSON may cause the update to fail.
  • If the API returns authentication errors, check that the API key credential is correctly configured and has the necessary permissions.

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