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Request Tracker

Consume Request Tracker REST2 API

Actions15

Ticket → Update

AI-generated

Overview

This node updates an existing ticket in the Request Tracker system using the REST2 API. It allows users to modify various ticket attributes such as subject, priority, queue, status, owner, requestors, CC addresses, due dates, time estimates, SLA, and custom fields. This node is useful for automating ticket management workflows, such as updating ticket details based on external triggers or integrating with other systems to keep ticket information current.

Use Case Examples

  1. Automatically update the priority and status of a ticket when a related event occurs.
  2. Change the owner and add requestors to a ticket based on user input from another system.
  3. Set custom fields on a ticket to track additional metadata relevant to your workflow.

Properties

Name Meaning
Debug Enable or disable debug mode for the node, useful for troubleshooting.
Ticket ID The numeric ID of the ticket to update, required to identify which ticket to modify.
Update Fields A collection of fields to update on the ticket, including subject, priority, queue, status, owner, requestors, CC, due dates, time estimates, SLA, and custom fields.

Output

JSON

  • id - The unique identifier of the updated ticket.
  • subject - The subject or title of the updated ticket.
  • priority - The priority level of the updated ticket.
  • queue - The queue to which the ticket is assigned.
  • status - The current status of the updated ticket.
  • owner - The owner of the updated ticket.
  • requestors - The requestors associated with the updated ticket.
  • cc - The CC email addresses on the updated ticket.
  • adminCc - The Admin CC email addresses on the updated ticket.
  • due - The due date of the updated ticket.
  • starts - The start date of the updated ticket.
  • timeEstimated - The estimated time to resolve the updated ticket.
  • timeWorked - The time worked on the updated ticket.
  • timeLeft - The remaining time to complete the updated ticket.
  • sla - The SLA associated with the updated ticket.
  • customFields - Custom fields and their values on the updated ticket.

Dependencies

  • Request Tracker REST2 API
  • An API key credential for authentication

Troubleshooting

  • Ensure the Ticket ID is valid and exists in the Request Tracker system to avoid errors.
  • Verify that the API credentials are correct and have sufficient permissions to update tickets.
  • Check that custom fields are correctly mapped and valid for the specified queue or ticket.
  • If SSL certificate validation errors occur, consider enabling the option to ignore SSL issues, but be aware of security implications.
  • Timeouts can occur if the server is slow to respond; adjust the timeout setting as needed.

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Discussion