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Tickets / Update

  • Article
  • 2 minutes to read

Operation Information

Updates 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
Description description string Request Description No None provided
Subject subject string Request Subject No None provided
Status status string Ticket Status No Open, Pending, Resolved, Closed
Priority priority string Ticket Priority No Low, Medium, High, Urgent
Category category string Ticket Category No None provided
Subcategory sub_category string Ticket Subcategory No None provided
Tags tags array Ticket Tags No None provided
Department ID department_id integer None provided No None provided
Group ID group_id integer None provided No 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
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