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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 |
ID of the Ticket |
Queue | Queue |
string |
Queue of the Ticket |
Owner | Owner |
string |
Owner of the Ticket |
Creator | Creator |
string |
Creator of the Ticket |
Subject | Subject |
string |
Subject of the Ticket |
Status | Status |
string |
The Status of the RequestTracker Ticket |
Priority | Priority |
string |
Priority of the Ticket |
Initial Priority | InitialPriority |
string |
Initial priority of the Ticket |
Final Priority | FinalPriority |
string |
Final priority of the Ticket |
Requestors | Requestors |
string |
Requestors of the Ticket |
Admin CC | AdminCc |
string |
Admins CC’d to the Ticket |
CC | Cc |
string |
Users CC’d to the Ticket |
Created | Created |
string |
Created time of the Ticket |
Starts | Starts |
string |
Expected start time of the Ticket |
Started | Started |
string |
Start time of the Ticket |
Due | Due |
string |
When the ticket is due |
Resolved | Resolved |
string |
Resolved time of the Ticket |
Told | Told |
string |
Who’s been updated |
Last Updated | LastUpdated |
string |
Last updated time of the Ticket |
Time Estimated | TimeEstimated |
string |
Estimated time of the Ticket |
Time Worked | TimeWorked |
string |
Time worked on the Ticket |
Time Left | TimeLeft |
string |
Time left of the Ticket |
- Version {{docApp.book.version}}
- Node {{docApp.node}} / {{docApp.build}}