---
title: PAT HelpdeskAdvanced
slug: connectors/pat-helpdeskadvanced
createdAt: 2026-10-06T11:57:57.495Z
---

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":"user@example.com","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":"user@example.com","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 |