Request Tracker

the request tracker connector integrates with swimlane turbine to create and modify tickets in request tracker asset setup or prerequisites this connector supports the following two types of authentication in order to setup the apikey type of asset, you need the following inputs url api token in order to setup the http basic type of asset, you need the following inputs url username password capabilities this connector provides the following capabilities add comment create a ticket retrieve ticket using query or search id update tickets in bulk update ticket additional information when using the retrieve ticket based on query or search id task, please pass either of query or saved search id parameters as inputs notes for more information on request tracker connector is found at https //bestpractical com/ for more information on api documentation, https //docs bestpractical com/rt/5 0 5/rt/rest2 html#saved searches configurations request tracker api key authentication authenticates using an api key configuration parameters parameter description type required url a url to the target host string required apikey api key in the authorization header of all requests that are sent to api gateway string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional request tracker http basic authentication authenticates using username and password configuration parameters parameter description type required url a url to the target host string required username username string required password password string required verify ssl verify ssl certificate boolean optional http proxy a proxy to route requests through string optional actions add comment add a reply or comment to the ticket endpoint url /ticket/{{id}}/comment method post input argument name type required description path parameters id string required parameters for the add comment action subject string optional parameter for add comment content string optional response content contenttype string optional type of the resource timetaken string optional parameter for add comment status string optional status value customfields object optional parameter for add comment customfields severity string optional parameter for add comment customroles object optional parameter for add comment customroles manager string optional parameter for add comment input example {"json body" {"subject" "response","content" "testing a comment","contenttype" "text/plain","timetaken" "1","status" "open","customfields" {"severity" "high"},"customroles" {"manager" "manager\@example com"}},"path parameters" {"id" "6"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"reason" "ok","response headers" {"content length" "140","content type" "application/json","date" "wed, 13 dec 2023 20 37 23 gmt"},"json body" {}} create ticket create a ticket endpoint url /ticket method post input argument name type required description queue string optional parameter for create ticket subject string optional parameter for create ticket requestor string optional parameter for create ticket cc string optional parameter for create ticket customroles object optional parameter for create ticket customroles my role string optional parameter for create ticket content string optional response content customfields object optional parameter for create ticket customfields severity string optional parameter for create ticket input example {"json body" {"queue" "general","subject" "create ticket test","requestor" "user1\@example com","cc" "user2\@example com","customroles" {"my role" "staff1\@example com"},"content" "testing a create","customfields" {"severity" "low"}}} output parameter type description status code number http status code of the response reason string response reason phrase url string url endpoint for the request type string type of the resource id string unique identifier output example {"status code" 201,"reason" "created","response headers" {"content length" "140","content type" "application/json","date" "wed, 13 dec 2023 20 37 23 gmt"},"json body" {" url" "xx rt url xx/rest/2 0/ticket/20","type" "ticket","id" "20"}} retrieve ticket based on query or search id search for tickets using ticketsql or saved search id endpoint url /tickets method get input argument name type required description parameters query string optional parameters for the retrieve ticket based on query or search id action parameters search string optional parameters for the retrieve ticket based on query or search id action input example {"parameters" {"query" "queue='general'\&orderby=+created","search" "20"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"reason" "ok","response headers" {"content length" "140","content type" "application/json","date" "wed, 13 dec 2023 20 37 23 gmt"},"json body" {}} update ticket update a ticket's metadata endpoint url /ticket/{{id}} method put input argument name type required description path parameters id string required parameters for the update ticket action subject string optional parameter for update ticket dependson array optional parameter for update ticket referredtoby number optional parameter for update ticket adddependson array optional parameter for update ticket deletereferredtoby number optional parameter for update ticket customfields object optional parameter for update ticket customfields severity string optional parameter for update ticket input example {"json body" {"subject" "update test","dependson" \[2,3],"referredtoby" 1,"adddependson" \[4,5],"deletereferredtoby" 1,"customfields" {"severity" "high"}},"path parameters" {"id" "6"}} output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"reason" "ok","response headers" {"content length" "140","content type" "application/json","date" "wed, 13 dec 2023 20 37 23 gmt"},"json body" {}} update tickets in bulk update multiple tickets metadata endpoint url /tickets/bulk method put output parameter type description status code number http status code of the response reason string response reason phrase output example {"status code" 200,"reason" "ok","response headers" {"content length" "140","content type" "application/json","date" "wed, 13 dec 2023 20 37 23 gmt"},"json body" {}} response headers header description example content length the length of the response body in bytes 140 content type the media type of the resource application/json date the date and time at which the message was originated wed, 13 dec 2023 20 37 23 gmt