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Interact with the NinjaOne API

Actions32

Ticket → Update

AI-generated

Overview

This node operation updates an existing ticket in the NinjaOne system. It allows users to modify various ticket attributes such as assigned user, priority, status, summary, tags, and other custom fields. This operation is useful for managing and maintaining accurate ticket information in IT service management workflows, ensuring tickets reflect the latest status and details.

Use Case Examples

  1. Updating the priority and status of a support ticket to reflect its urgency and current state.
  2. Assigning a ticket to a different user or department for resolution.
  3. Adding tags or custom attributes to categorize and track tickets more effectively.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket to update, required to specify which ticket to modify.
Update Fields A collection of fields that can be updated on the ticket, including assigned user, attributes, CC emails and user IDs, client ID, location ID, node ID, organization, parent ticket ID, priority, requester UID, severity, status, summary, tags, ticket form ID, total time tracked, type, and version for optimistic locking.
Request Options Settings for request behavior such as batching, SSL certificate validation, proxy configuration, and timeout duration.

Output

JSON

  • id - The unique identifier of the updated ticket.
  • assignedAppUserId - ID of the user assigned to the ticket after update.
  • attributes - Custom attributes associated with the ticket.
  • cc
    • emails - List of email addresses CC'd on the ticket.
    • uids - List of user UIDs CC'd on the ticket.
  • clientId - Client ID associated with the ticket.
  • locationId - Location ID related to the ticket.
  • nodeId - Device or node ID related to the ticket.
  • organization - Department or organization assigned to the ticket.
  • parentTicketId - ID of the parent ticket if applicable.
  • priority - Priority level of the ticket.
  • requesterUid - UID of the requester.
  • severity - Severity level of the ticket.
  • status - Current status of the ticket.
  • subject - Summary or subject of the ticket.
  • tags - Tags associated with the ticket.
  • ticketFormId - ID of the ticket form used.
  • totalTimeTracked - Total time tracked on the ticket in seconds.
  • type - Type of the ticket.
  • version - Version number of the ticket for concurrency control.

Dependencies

  • NinjaOne API with OAuth2 authentication

Troubleshooting

  • Ensure the Ticket ID is valid and exists in the system before attempting to update.
  • Verify that the version number is correct if optimistic locking is enforced to avoid update conflicts.
  • Check that all required fields are provided and correctly formatted, especially JSON attributes and comma-separated lists.
  • If SSL issues occur, consider enabling the option to ignore SSL certificate validation or configure a proper proxy if needed.
  • Timeouts can be adjusted in the request options if the server response is slow.

Links

Discussion