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:

Api Token

In order to setup the HTTP Basic type of asset, you need the following inputs:

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: Request Tracker Main Site

For more information on API Documentation, check here

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":"[email protected]"}},"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":"[email protected]","Cc":"[email protected]","CustomRoles":{"My Role":"[email protected]"},"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