Request Tracker Trigger
AI-generatedOverview
This node triggers a workflow when new or updated tickets are found in Request Tracker (RT) based on a specified TicketSQL query and a chosen date field (either Last Updated Time or Created Time). It is useful for automating processes that depend on ticket updates or creations, such as notifications, ticket management, or reporting. For example, it can poll RT every few minutes to detect new open tickets in a specific queue and start a workflow to handle them.
Use Case Examples
- Polling RT every day at 2 PM to find tickets in the 'General' queue with status 'open' and trigger a workflow to notify support staff.
- Polling RT every hour to detect tickets updated since the last check and update a dashboard with the latest ticket statuses.
Properties
| Name | Meaning |
|---|---|
| Poll Times | Specifies the schedule for polling the Request Tracker system, including options like every minute, hour, day, week, month, custom cron expressions, or every X minutes/hours. |
| Debug | Enables detailed debug logging for troubleshooting the trigger behavior. |
| TicketSQL Query | The TicketSQL query to find relevant tickets. The node appends a time-based filter automatically. |
| Trigger On | The date field used to detect new or updated tickets, either 'Last Updated Time' or 'Created Time'. |
| Options | Additional optional settings including output fields to retrieve, limit on number of results, and whether to simplify the output. |
Output
JSON
id- Ticket identifier.Subject- Subject of the ticket.Status- Current status of the ticket.LastUpdated- Timestamp of the last update to the ticket.Created- Timestamp when the ticket was created.
Dependencies
- Request Tracker API credentials
Troubleshooting
- Ensure the TicketSQL query syntax is correct; invalid queries will cause errors.
- Check that the API credentials for Request Tracker are valid and have necessary permissions.
- If no tickets are returned, verify the time-based filter and query parameters.
- Enable debug mode to get detailed logs for troubleshooting trigger behavior.
Links
- Request Tracker TicketSQL Documentation - Official documentation for TicketSQL query syntax used to filter tickets.
- Request Tracker REST API Documentation - Official REST API documentation for interacting with Request Tracker programmatically.