Request Tracker icon

Request Tracker

Consume Request Tracker REST2 API

Actions15

Ticket → Create

AI-generated

Overview

This node integrates with the Request Tracker (RT) REST2 API to create new tickets in a specified queue. It is useful for automating the creation of support or issue tickets based on incoming data or workflows, allowing users to specify ticket details such as subject, requestors, content, priority, status, owner, due dates, custom fields, and attachments. Practical examples include automatically logging customer support requests, IT helpdesk tickets, or bug reports from various sources.

Use Case Examples

  1. Create a new support ticket in the 'General' queue with a subject and initial description.
  2. Automatically generate a ticket with multiple requestors and custom fields based on form submissions.
  3. Attach files from incoming binary data to a newly created ticket for detailed issue reporting.

Properties

Name Meaning
Debug Enable or disable debug mode for the node to log detailed request and response information.
Queue The queue name or ID where the ticket will be created. Supports selection from a list or manual entry by name or ID.
Subject The subject or title of the ticket to be created.
Requestors Email addresses or usernames of the people requesting help, provided as a comma-separated string.
Content The initial content or description of the ticket.
Additional Fields Optional additional ticket fields such as content type, priority, status, owner, CC addresses, due dates, SLA, and custom fields. Custom fields can be mapped manually, provided as JSON, or as name/value pairs.
Attachment Source Method to provide attachments for the ticket: 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 of attachments with fields for FileName, FileType, and base64-encoded FileContent, used when manual attachment source is selected.
Simplify Whether to simplify the response by flattening custom fields and converting user/queue objects to readable strings.

Output

JSON

  • id - The unique identifier of the created ticket.
  • subject - The subject/title of the created ticket.
  • status - The status of the created ticket.
  • priority - The priority level of the created ticket.
  • owner - The owner of the ticket, represented as a readable string if simplify is enabled.
  • requestors - List or string of requestors associated with the ticket.
  • content - The initial content or description of the ticket.
  • customFields - Custom fields associated with the ticket, flattened if simplify is enabled.
  • attachments - Information about any attachments added to the ticket.

Dependencies

  • Request Tracker REST2 API

Troubleshooting

  • Ensure the queue specified exists and is accessible; invalid queue names or IDs will cause errors.
  • Verify that the API credentials are correct and have permissions to create tickets.
  • Check that required fields like 'Subject' and 'Queue' are provided; missing required fields will cause the request to fail.
  • When attaching files, ensure binary data properties exist and are correctly named if using binary attachments.
  • If using custom fields, confirm that field names and values match those configured in the Request Tracker instance to avoid validation errors.

Links

Discussion