---
title: Request Tracker
slug: connectors/request-tracker
docTags: 
createdAt: 2026-06-09T16:29:56.576Z
---

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:

1. In order to setup the **Apikey** type of asset, you need the following inputs:

- URL
- Api Token

2. 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:
  [Request Tracker Main Site](https://bestpractical.com/)
- For more information on API Documentation, [check here](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 |