Actions11
Add Reply
AI-generatedOverview
This node operation adds a reply to an existing ticket conversation in ManageEngine ServiceDesk Plus. It supports replying to the first message, the latest message, or a specific message ID within the ticket's conversation. The reply can be marked as public or private (visible or not to the requester). It also supports an advanced dual-body email approach, allowing separate email content with CID references for inline images and web content with absolute URLs for the ServiceDesk Plus web interface. Users can include image attachments in JSON format and specify CC recipients for the reply email.
Use Case Examples
- Adding a public reply to the latest message in a ticket conversation to provide an update to the requester.
- Adding a private reply quoting the first message in the conversation, including inline images using the dual-body email approach for better email and web rendering.
- Replying to a specific message ID in a ticket conversation and CC'ing relevant stakeholders via email.
Properties
| Name | Meaning |
|---|---|
| Ticket ID | The ID of the ticket to which the reply will be added. |
| Reply Content | The content of the reply message to be added to the ticket conversation. |
| Reply to Message | Specifies which message in the conversation to reply to: first message, latest message, or a specific message ID. |
| Message ID | The specific message ID to reply to, required if 'Reply to Message' is set to 'Specific Message ID'. |
| Is Public Reply | Determines whether the reply is visible to the requester (public) or not (private). |
| Enable Dual-Body Email | Enables a dual-body email approach that sends CID-based email content for Outlook and URL-based web content for the ServiceDesk Plus web interface. |
| Email Content (CID) | Email content with CID references for inline images, used when dual-body email is enabled. |
| Web Content (URLs) | Web content with absolute URLs for images to display in the ServiceDesk Plus web interface, used when dual-body email is enabled. |
| Image Attachments | A JSON array of image attachment objects specifying CID, file path, and URL, used when dual-body email is enabled. |
| CC Recipients | Comma-separated list of email addresses to CC on the reply email, allowing inclusion of relevant stakeholders. |
Output
JSON
success- Indicates if the reply was successfully added.ticketId- The ID of the ticket to which the reply was added.notificationId- The ID of the notification created for the reply.requesterEmail- Email address of the requester of the ticket.isPublic- Indicates if the reply is public (visible to requester).quotedMessage- Indicates if the reply quotes a previous message.quoteType- Type of quoted message (e.g., description, latest, specific).dualBodyEnabled- Indicates if the dual-body email approach was used.emailSent- Indicates if the email was successfully sent.emailError- Error message if email sending failed.webContentUsed- Indicates if web content was used in the reply.
Dependencies
- ManageEngine ServiceDesk Plus API
- An API authentication token credential
Troubleshooting
- Common issues include invalid ticket ID or message ID, causing failures to add the reply.
- Errors in parsing the JSON for image attachments when dual-body email is enabled can cause failures.
- Network or authentication errors with the ServiceDesk Plus API may result in error messages; ensure valid API token and network connectivity.
- If the 'Specific Message ID' is selected but no valid message ID is provided, the operation will fail.
Links
- ManageEngine ServiceDesk Plus API Documentation - Official API documentation for interacting with ServiceDesk Plus, including ticket and conversation management.