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Request Tracker

Consume Request Tracker REST2 API

Actions15

Ticket → Add Correspondence

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Overview

This node integrates with the Request Tracker REST2 API to add correspondence to an existing ticket. It allows users to specify the ticket ID, content of the correspondence, content type, and additional optional fields such as subject, status, time taken, and custom fields. Attachments can also be added from various sources including binary data or manual JSON input. This node is useful for automating ticket updates and communication in IT service management or customer support workflows.

Use Case Examples

  1. Adding a new message to a support ticket with optional attachments and custom metadata.
  2. Updating the status and subject of a ticket while adding correspondence content.
  3. Attaching files from previous workflow steps to a ticket correspondence automatically.

Properties

Name Meaning
Ticket ID The numeric ID of the ticket to add correspondence to, required to identify the target ticket.
Content The content or message text of the correspondence to add to the ticket, required input.
Content Type MIME type for the content, either 'text/html' or 'text/plain', defaults to 'text/html'.
Additional Fields Optional fields to provide extra information such as subject, status, time taken, and custom fields in JSON or collection format.
Attachment Source Method to provide attachments: none, all binary data, selected binary properties, or manual JSON array.
Binary Properties Comma-separated list of binary property names to attach, used if 'Select Binary Properties' is chosen.
Attachments JSON JSON array of attachments with file name, type, and base64 content, used if 'Manual (JSON)' is chosen.

Output

JSON

  • id - The ID of the ticket to which correspondence was added.
  • content - The content of the correspondence added.
  • status - The updated status of the ticket if provided.
  • subject - The subject of the ticket if provided.
  • attachments - Details of any attachments added to the correspondence.

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 and accessible.
  • If attachments are used, confirm that binary data properties or JSON format are correctly specified.
  • Check network connectivity and SSL certificate settings if requests fail due to connection issues.
  • Use the debug option to log request and response details for troubleshooting.

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