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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 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
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