Documentation

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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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Tickets / Update

  • Article
  • 2 minutes to read

Operation Information

Updates a Ticket in Autotask PSA.

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 Autotask PSA.

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 Autotask PSA in the Type pick list;
  • Give the Autotask PSA KeySafe key a Title (this is the name / identifier for the Autotask PSA 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
Endpoint string Autotask PSA Endpoint, example: https://webservices5.autotask.net
API Integration Code string API Integration Code
Username string API User Username
Secret string API User Secret
Impersonation Resource ID string Impersonation Resource ID

Tip

Instructions as to where to find the values for the fields above can be found on the Datto 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 Autotask PSA account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Ticket ID id integer The ID of the Ticket Yes None provided
Status status integer The Status of the Ticket Yes None provided

Output Parameters

Display Name ID Type Description
Outcome outcome string The outcome of the operation. Can be ok or fail
Error error string Any returned errors
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