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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Remedyforce / Update Ticket

  • Article
  • 2 minutes to read

Operation Information

Updates a Remedyforce Incident or Service Request.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type RemedyForceAuthentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose RemedyForceAuthentication in the Type pick list;
  • Give the RemedyForceAuthentication KeySafe key a Title (this is the name / identifier for the RemedyForceAuthentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Instance Name string RemedyForce Instance Name i.e instance.salesforce.com
Username string Authentication Username
Password string Authentication Password

Tip

The Password field should be populated with your Password and Secure Token, in the format: yourpasswordyourtoken with no space or separator between the password and token strings. More information regarding your security token can be found on the Salesforce website.

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked RemedyForceAuthentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Ticket ID ticketId string ID of the Ticket record Yes None provided
Description desc string Request Description No None provided
Status status string Status of the Incident No None provided
Impact impactId string ID of the Impact to apply to the request No None provided
Urgency urgencyId string ID of the Urgency to apply to the Request No None provided
Owner ID ownerId string Stores the Owner for whom the incident is assigned. No None provided
Client ID clientId string Stores the client for whom the incident is submitted. No None provided
Contact ID contactId string Stores the contact for whom the incident is submitted. No None provided
Category ID categoryId string Stores the Category against the submitted incident. No None provided
Business Service ID serviceId string Stores the Business Service against the submitted incident. No None provided
Service Offering ID offeringId string Stores the Service Offering against the submitted incident. No None provided
Asset/CI ID assetId string Stores the Asset/CI ID against the submitted incident. No None provided
Queue ID queueId string Stores the Queue ID against the submitted incident. No None provided
Additional Data extraColumns array Sets additional column values once the Incident has been created. No None provided

Output Parameters

Display Name ID Type Description
Status status string Return Status
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