PAT HelpdeskAdvanced

PAT HelpdeskAdvanced is a ticket management system that helps organizations manage customer support efficiently.

PAT HelpdeskAdvanced is a comprehensive helpdesk platform designed to streamline ticket management and support operations. This connector enables seamless integration with Swimlane Turbine, allowing users to automate ticket assignments, updates, and category changes. By leveraging this integration, security teams can enhance their operational efficiency, reduce manual workload, and ensure timely responses to support requests.

Limitations

None to date.

Prerequisites

Before you can use the PAT HelpdeskAdvanced connector for Turbine, you'll need access to the PAT HelpdeskAdvanced API. This requires the following:

an API key authentication using the following parameters:

No additional parameters required.

and user password authentication using the following parameters:

No additional parameters required.

Capabilities

This Connector provides the following capabilities:

Assign Ticket

Create Ticket

Change Ticket Category

Get Assignable Users

Get Entity Info

Search Entity Info

Update Ticket

Configurations

HelpdeskAdvanced API Key

Authenticates using an API Key

Configuration Parameters

Parameter	Description	Type	Required
url	A URL to the HelpdeskAdvanced instance.	string	Optional
api_key	API key	string	Optional
username	Username	string	Optional
source_application	Source application	string	Optional
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	A proxy to route requests through.	string	Optional

Username and Password Authentication

Authenticates using a username and password

Configuration Parameters

Parameter	Description	Type	Required
url	A URL to the target host.	string	Optional
username	Username	string	Optional
secret_key	Secret Key	string	Optional
password	Password	string	Optional
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	A proxy to route requests through.	string	Optional

Actions

Assign Ticket

Assign a ticket to a user or group in PAT HelpdeskAdvanced using the specified ticketID.

Endpoint

URL: /Ticket/DoForward

Method: POST

Input

Argument Name	Type	Required	Description
parameters.ticketID	string	Required	The ID of the ticket to assign
parameters.assignedUserGroupID	string	Optional	The ID of the assigned user group to assign the ticket to
parameters.assignedUserID	string	Optional	The ID of the user to assign the ticket to

Input Example

{"parameters":{"ticketID":"string","assignedUserGroupID":"string","assignedUserID":"string"}}

Output

Parameter	Type	Description
success	boolean	Whether the ticket was assigned successfully.
message	string	The message of the assignment.

Output Example

{"success":true,"message":"string"}

Change Ticket Category

Change or update the category of a ticket in PAT HelpdeskAdvanced using TicketID and TicketCategoryIDs.

Endpoint

URL: /Ticket/TicketChangeCategory

Method: POST

Input

Argument Name	Type	Required	Description
TicketID	string	Optional	The ID of the ticket to change the category of.
TicketCategoryIDs	string	Optional	The IDs of the categories to change the ticket to, separated by	.

Input Example

{"json_body":{"TicketID":"T41633C","TicketCategoryIDs":"C127C|C131C"}}

Output

Parameter	Type	Description
status_code	number	HTTP status code of the response
reason	string	Response reason phrase
success	boolean	Whether the operation was successful

Output Example

{"status_code":200,"reason":"OK","json_body":{"success":true}}

Create Ticket

Create a new ticket in PAT HelpdeskAdvanced with the specified entity type.

Endpoint

URL: /WSC/Set

Method: GET

Input

Argument Name	Type	Required	Description
entity_type	string	Required	The type of entity to create
data	object	Optional	The data to create the ticket with.

Input Example

{"entity_type":"Incident","data":{"ObjectDescription":"Demo Ticket","ObjectEntity":"Incident","Solution":"Demo Solution","TicketClassificationID":"C127C","ServiceID":"S12345","ProblemHTML":"Demo Problem","ContactID":"C12345"}}

Output

Parameter	Type	Description
data	object	Response data
data.ObjectDescription	string	A description of the created ticket/object.
data.ObjectEntity	string	The entity type of the object (e.g., Incident).
data.Solution	string	The solution text for the ticket.
data.TicketClassificationID	string	The classification identifier for the ticket.
data.ServiceID	string	The associated service ID.
data.ProblemHTML	string	The problem description in HTML format.
data.ContactID	string	The associated contact ID.
data.NextExpirationID	string	The ID of the next expiration event.
data.TaskEffort	integer	The effort value for the task.
data.ID	string	The ticket or object unique identifier.
data.SupplierID	string	The supplier identifier.
data.SolutionHTML	string	The solution in HTML format.
data.UnReadLastUpdate	string	The timestamp of the last unread update
data.IsNew	boolean	Status indicating if this is a new ticket.
data.ExpirationDate	string	Expiration date in /Date(milliseconds)/ format.
data.AssetCategoryID	string	The asset category identifier.
data.LocationID	string	The location identifier.
data.LastExpirationID	string	The previous expiration event ID.
data.EstimatedTaskStartDate	['string']	Estimated start date for the task, can be null.

Output Example

{"data":{"ObjectDescription":"string","ObjectEntity":"string","Solution":"string","TicketClassificationID":"string","ServiceID":"string","ProblemHTML":"string","ContactID":"string","NextExpirationID":"string","TaskEffort":123,"ID":"12345678-1234-1234-1234-123456789abc","SupplierID":"string","SolutionHTML":"string","UnReadLastUpdate":"string","IsNew":true,"ExpirationDate":"string"}}

Get Assignable Users

Retrieve a list of assignable resources for a specific ticket in PAT HelpdeskAdvanced using the ticketID parameter.

Endpoint

URL: /Ticket/AssignableUsers

Method: GET

Input

Argument Name	Type	Required	Description
parameters.assignedUserGroupID	string	Optional	The ID of the assigned user group to get the assignable users for
parameters.ticketID	string	Required	The ID of the ticket to get the assignable users for

Input Example

{"parameters":{"assignedUserGroupID":"string","ticketID":"string"}}

Output

Parameter	Type	Description
data	array	Response data
data.ObjectDescription	string	The description of the user or assignment object.
data.ObjectEntity	string	The type of the object ("User").
data.EMail	string	The email address of the user.
data.VisibleOnAgenda	boolean	Whether the user is visible on the agenda.
data.FullText	string	Additional user description or text.
data.LastUpdateUserID	string	User ID of the last user that updated this record.
data.IsNew	boolean	Whether this is a new user object.
data.ForwardToUserID	string	ID for forwarding to user.
data.ObjectTypeID	string	The type ID of the object.
data.OutOfOffice	boolean	Whether the user is set as out of office.
data.DefaultMailBoxID	string	The default mailbox ID for the user.
data.Fax	string	The fax number of the user.
data.Username	string	The username.
data.PostalCode	string	Postal code.
data.SignatureText	string	The user's signature text.
data.ID	string	The unique identifier for the user.
data.Note	string	Additional notes about the user.
data.IncludeSubSite	boolean	Whether to include the subsite in assignment.
data.FirstUpdate	string	Timestamp or null for first update.
data.OwnerUserID	string	The owner of the user.
data.Code	string	Custom user code.
data.FirstName	string	First name.
data.City	string	City.
data.DefaultUserGroupID	string	Default user group ID.

Output Example

{"data":[{"ObjectDescription":"string","ObjectEntity":"string","EMail":"[email protected]","VisibleOnAgenda":true,"FullText":"string","LastUpdateUserID":"string","IsNew":true,"ForwardToUserID":"string","ObjectTypeID":"string","OutOfOffice":true,"DefaultMailBoxID":"string","Fax":"string","Username":"Example Name","PostalCode":"string","SignatureText":"string"}]}

Get Entity Info

Retrieve entity information from PAT HelpdeskAdvanced using specified parameters, including entity and ID.

Endpoint

URL: /WSC/Get

Method: GET

Input

Argument Name	Type	Required	Description
parameters.entity	string	Required	The entity to get info for
parameters.id	string	Required	The ID of the entity to get info for

Input Example

{"parameters":{"entity":"string","id":"12345678-1234-1234-1234-123456789abc"}}

Output

Parameter	Type	Description
data	object	Response data
data.ObjectDescription	string	The description of the entity.
data.ObjectEntity	string	The type of the entity ("User").
data.EMail	string	The email address of the user.
data.VisibleOnAgenda	boolean	Whether the user is visible on the agenda.
data.FullText	string	Additional user description or text.
data.LastUpdateUserID	string	User ID of the last updater.
data.IsNew	boolean	Whether this is a new user object.
data.ForwardToUserID	string	ID for forwarding to a user.
data.ObjectTypeID	string	The type ID of the object.
data.OutOfOffice	boolean	Whether the user is set as out of office.
data.DefaultMailBoxID	string	The default mailbox ID for the user.
data.Fax	string	The fax number of the user.
data.Username	string	The username.
data.PostalCode	string	Postal code.
data.SignatureText	string	The user's signature text.
data.ID	string	The unique identifier for the user.
data.Note	string	Additional notes about the user.
data.IncludeSubSite	boolean	Whether to include the subsite in assignment.
data.FirstUpdate	string	Timestamp for the first update, or empty string if null.
data.OwnerUserID	string	The owner of the user.
data.Code	string	Custom user code.
data.FirstName	string	First name.
data.City	string	City.
data.DefaultUserGroupID	string	Default user group ID.

Output Example

{"data":{"ObjectDescription":"string","ObjectEntity":"string","EMail":"[email protected]","VisibleOnAgenda":true,"FullText":"string","LastUpdateUserID":"string","IsNew":true,"ForwardToUserID":"string","ObjectTypeID":"string","OutOfOffice":true,"DefaultMailBoxID":"string","Fax":"string","Username":"Example Name","PostalCode":"string","SignatureText":"string"}}

Search Entity Info

Search for information about an entity in PAT HelpdeskAdvanced using specified search criteria and entity parameters.

Endpoint

URL: /WSC/List

Method: GET

Input

Argument Name	Type	Required	Description
parameters.entity	string	Required	The entity to search
parameters.search_criteria	string	Required	The search criteria to apply to the search

Input Example

{"parameters":{"entity":"string","search_criteria":"string"}}

Output

Parameter	Type	Description
data	array	Array of entity objects matching the search.
data.ObjectDescription	string	The description of the entity.
data.ObjectEntity	string	The type of the entity ("User" or "Incident").
data.Solution	string	The solution text for an incident (if any).
data.TicketClassificationID	string	Classification ID for the ticket (for Incident entities).
data.ServiceID	string	Service identifier for the incident.
data.ProblemHTML	string	The problem/issue in HTML description (Incident).
data.ContactID	string	The contact identifier.
data.NextExpirationID	string	Identifier for the next expiration event.
data.TaskEffort	integer	The effort value associated with the task (Incident).
data.ID	string	The unique identifier for the entity.
data.SupplierID	string	Identifier for the supplier.
data.SolutionHTML	string	The solution in HTML format (Incident).
data.UnReadLastUpdate	string	The timestamp of the last unread update in /Date(...)/ format.
data.IsNew	boolean	Status indicating if this is a new entity object.
data.ExpirationDate	string	Expiration date in /Date(milliseconds)/ format.
data.AssetCategoryID	string	The asset category identifier.
data.LocationID	string	The location identifier.
data.LastExpirationID	string	The previous expiration event ID.
data.EstimatedTaskStartDate	string	Estimated start date for the task (can be null).
data.FirstUpdateUserID	string	ID of user making first update.
data.AccountID	string	The account identifier.
data.SiteUnReadLastUpdate	string	Last unread update for the site in /Date(...) format.
data.MailBoxID	string	Mailbox identifier.
data.ClosureDate	string	Closure date in /Date(...) format or empty string if null.

Output Example

{"data":[{"ObjectDescription":"string","ObjectEntity":"string","Solution":"string","TicketClassificationID":"string","ServiceID":"string","ProblemHTML":"string","ContactID":"string","NextExpirationID":"string","TaskEffort":123,"ID":"12345678-1234-1234-1234-123456789abc","SupplierID":"string","SolutionHTML":"string","UnReadLastUpdate":"string","IsNew":true,"ExpirationDate":"string"}]}

Update Ticket

Update a ticket in PAT HelpdeskAdvanced using the ticket ID to modify its details.

Endpoint

URL: /WSC/Set

Method: GET

Input

Argument Name	Type	Required	Description
ticket_id	string	Required	The ID of the ticket to update
data	object	Optional	The data to update the ticket with

Input Example

{"ticket_id":"T41633C","data":{"ObjectDescription":"Demo Ticket","ObjectEntity":"Incident","Solution":"Demo Solution","TicketClassificationID":"C127C","ServiceID":"S12345","ProblemHTML":"Demo Problem","ContactID":"C12345"}}

Output

Parameter	Type	Description
status_code	number	The status code of the response.
reason	string	The reason of the response.
success	boolean	Whether the ticket was updated successfully.
total	number	The total number of tickets updated.
data	object	Response data
data.ObjectDescription	string	A description of the created ticket/object.
data.ObjectEntity	string	The entity type of the object (e.g., Incident).
data.Solution	string	The solution text for the ticket.
data.TicketClassificationID	string	The classification identifier for the ticket.
data.ServiceID	string	The associated service ID.
data.ProblemHTML	string	The problem description in HTML format.
data.ContactID	string	The associated contact ID.
data.NextExpirationID	string	The ID of the next expiration event.
data.TaskEffort	integer	The effort value for the task.
data.ID	string	The ticket or object unique identifier.
data.SupplierID	string	The supplier identifier.
data.SolutionHTML	string	The solution in HTML format.
data.UnReadLastUpdate	string	The timestamp of the last unread update
data.IsNew	boolean	Status indicating if this is a new ticket.
data.ExpirationDate	string	Expiration date in /Date(milliseconds)/ format.
data.AssetCategoryID	string	The asset category identifier.
data.LocationID	string	The location identifier.
data.LastExpirationID	string	The previous expiration event ID.
data.EstimatedTaskStartDate	['string']	Estimated start date for the task, can be null.

Output Example

{"success":true,"total":123,"data":{"ObjectDescription":"string","ObjectEntity":"string","Solution":"string","TicketClassificationID":"string","ServiceID":"string","ProblemHTML":"string","ContactID":"string","NextExpirationID":"string","TaskEffort":123,"ID":"12345678-1234-1234-1234-123456789abc","SupplierID":"string","SolutionHTML":"string","UnReadLastUpdate":"string","IsNew":true,"ExpirationDate":"string"}}

Response Headers

Header	Description	Example
Content-Type	The media type of the resource	application/json
Date	The date and time at which the message was originated	Thu, 01 Jan 2024 00:00:00 GMT