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Tickets / Get

  • Article
  • 3 minutes to read

Operation Information

Returns information about a ticket in Freshservice.

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 Freshservice.

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 Freshservice in the Type pick list;
  • Give the Freshservice KeySafe key a Title (this is the name / identifier for the Freshservice 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
Domain string The subdomain value for your Freshservice account: https://subdomain.freshservice.com
API Key string Freshservice Account API Key

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 Freshservice account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
ID id integer Ticket ID Yes None provided

Output Parameters

Display Name ID Type Description
Status status string Operation Response Status (ok/failed)
Error error string Any error returned from Freshservice
FR Escalated fr_escalated boolean Has the returned request been escalated
Spam spam boolean Has the ticket been flagged as spam
Priority priority string The priority of the ticket
Requester ID requester_id number The unique to fresh service ticket ID
Requested For ID requested_for_id number This field will return details of the user on behalf of whom the request has been raised
Source source number The source of the ticket
Ticket Status ticket_status string The current status of the ticket
Subject subject string The subject of the ticket
SLA Policy ID sla_policy_id number The ID associated with the freshservice ticket
Applied Business Hours applied_business_hours number The business hours operated by the company that is related to the ticket
ID id number The ID of the ticket
Type type string The ticket type
Due By due_by string The date time the ticket is due to be resolved by
FR Due By fr_due_by string The deadline of a service request
Is_escalated is_escalated boolean States wether a ticket has been escalated
Description description string Any further information about the ticket
Description Text description_text string The content of the description field
Created At created_at string The date time this ticket was created
Updated At updated_at string The date time this ticket was updated
Urgency urgency number An internal ranking on the urgency of this ticket unqiue to fresh service
Impact impact number An internal ranking on the impact of this ticket unique to fresh service
Deleted deleted boolean A true or false statement outlining if the ticket has been deleted
Created Within Business Hours created_within_business_hours boolean A true or false statement on if the ticket was created during business hours
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