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Tickets / Get

  • Article
  • 2 minutes to read

Operation Information

Retrieves details about a Ticket in RequestTracker.

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 Username + Password.

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 Username + Password in the Type pick list;
  • Give the Username + Password KeySafe key a Title (this is the name / identifier for the Username + Password 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
Username string Authentication Username
Password string Authentication Password
API Endpoint string Optional API Endpoint

Tip

The API Endpoint field should be populated with the API Endpoint URL for your RequestTracker instance, for example: https://demo.bestpractical.com/REST/1.0.

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 Username + Password account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Ticket ID ticketId string The ID of the Ticket you wish to return the details of Yes None provided

Output Parameters

Display Name ID Type Description
Operation Status opstatus string The Status of the iBridge Operation
Errors errors string Any errors returned by the iBridge Operation
ID id string None provided
Queue Queue string None provided
Owner Owner string None provided
Creator Creator string None provided
Subject Subject string None provided
Status Status string The Status of the RequestTracker Ticket
Priority Priority string None provided
Initial Priority InitialPriority string None provided
Final Priority FinalPriority string None provided
Requestors Requestors string None provided
Admin CC AdminCc string None provided
CC Cc string None provided
Created Created string None provided
Starts Starts string None provided
Started Started string None provided
Due Due string None provided
Resolved Resolved string None provided
Told Told string None provided
Last Updated LastUpdated string None provided
Time Estimated TimeEstimated string None provided
Time Worked TimeWorked string None provided
Time Left TimeLeft string None provided
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