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Request Tracker

Consume Request Tracker REST2 API

Actions15

Ticket → Add Comment

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Overview

This node integrates with the Request Tracker (RT) REST2 API to add comments to existing tickets. It is useful for automating ticket updates, adding detailed notes, or attaching files to tickets in an IT service management or customer support workflow. For example, it can be used to programmatically add status updates or troubleshooting information to a ticket based on external events or system alerts.

Use Case Examples

  1. Automatically add a comment to a ticket when a monitoring system detects an issue.
  2. Attach logs or screenshots to a ticket comment for better context during incident resolution.

Properties

Name Meaning
Ticket ID The numeric ID of the ticket to which the comment will be added.
Content The text content of the comment to add to the ticket.
Content Type The MIME type of the comment content, either text/html or text/plain.
Additional Fields Optional extra fields such as subject, status, time taken, and custom fields to include with the comment.
Attachment Source Method to provide attachments for the comment, such as none, all binary data, selected binary properties, or manual JSON specification.
Binary Properties Comma-separated list of binary property names to attach when 'Select Binary Properties' is chosen.
Attachments JSON JSON array specifying attachments with filename, file type, and base64 content when manual attachment is used.
Request Options Settings for batching, SSL certificate validation, proxy, and timeout for the API requests.

Output

JSON

  • id - The ID of the ticket to which the comment was added.
  • content - The content of the comment added to the ticket.
  • status - The status of the ticket after adding the comment.
  • attachments - Details of any attachments added with the comment.

Dependencies

  • Request Tracker REST2 API

Troubleshooting

  • Ensure the Ticket ID is valid and exists in the Request Tracker system to avoid errors.
  • Verify that the API credentials and base URL are correctly configured to authenticate requests.
  • If attachments are used, confirm that binary data properties or JSON attachment format are correctly specified.
  • Check network connectivity and proxy settings if requests time out or fail.
  • If SSL certificate validation is disabled, be aware of potential security risks.

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