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Tickets / Update

  • Article
  • 2 minutes to read

Operation Information

Updates the details of 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 id string None provided Yes None provided
Queue Queue string The name of the Queue to assign the Ticket to No None provided
Requestors Requestor array The Ticket Requestor No None provided
CC Cc array Sends a carbon-copy of this update to a list of email addresses. These people will receive future updates. No None provided
Admin CC AdminCc array Sends a carbon-copy of this update to a list of administrative email addresses. These people will receive future updates. No None provided
Subject Subject string The Ticket Subject No None provided
Owner Owner string The Ticket Owner No None provided
Status Status string The Ticket Status No None provided
Priority Priority string The Ticket Priority No None provided
Custom Fields CF array Custom Fields No 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
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