Request Tracker icon

Request Tracker

Consume Request Tracker REST2 API

Actions15

Ticket → Get

AI-generated

Overview

This node interacts with the Request Tracker (RT) REST2 API to retrieve detailed information about a specific ticket by its numeric ID. It is useful for scenarios where users need to fetch ticket data from an RT system for further processing, reporting, or integration with other workflows. For example, it can be used to automate support ticket management by retrieving ticket details and then triggering follow-up actions based on the ticket status or content.

Use Case Examples

  1. Retrieve a ticket by its ID to display its details in a dashboard.
  2. Fetch ticket information to automate notifications or escalate unresolved tickets.
  3. Integrate RT ticket data into a CRM or helpdesk system for unified customer support.

Properties

Name Meaning
Ticket ID The numeric ID of the ticket to retrieve, required to specify which ticket to fetch.
Simplify Whether to simplify the response by flattening custom fields and converting user/queue objects to readable strings, making the output easier to work with.
Debug Enable or disable debug mode for the node, useful for troubleshooting and logging request/response details.
Request Options Settings to control request behavior such as batching, SSL certificate validation, proxy usage, and timeout duration.

Output

JSON

  • id - The unique identifier of the retrieved ticket.
  • subject - The subject or title of the ticket.
  • status - The current status of the ticket (e.g., new, open, resolved).
  • owner - The user or queue currently responsible for the ticket, presented as a readable string if simplified.
  • customFields - Flattened custom fields associated with the ticket if simplification is enabled.
  • created - Timestamp when the ticket was created.
  • updated - Timestamp of the last update to the ticket.

Dependencies

  • Request Tracker REST2 API

Troubleshooting

  • Ensure the Ticket ID is valid and exists in the RT system to avoid 'not found' errors.
  • If SSL certificate validation fails, enable the 'Ignore SSL Issues' option or provide a valid certificate.
  • Check proxy settings if requests fail to connect to the RT instance.
  • Timeout errors can occur if the RT server is slow or unresponsive; increase the timeout setting if needed.

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