Search Tickets

Description

The Search Tickets step retrieves a list of tickets based on defined filters such as search terms, ticket status, or SLA status. This step helps you query and analyze existing tickets efficiently.

Configuration

Field Name	Description
Step name	Specify a unique name for the step. The name helps you identify the step in the workflow and makes it easier to debug or link it with other steps.

Connection tab

For the connection field details, click Connection Fields

Input Tab

Note: Fields will be available if Accept Input As JSON is cleared.

Field Name	Description
Search Term	Specify a keyword to search across various ticket fields such as Subject, Description, or Requester Name, else leave field value blank.
Pagination	Specify the starting record number when retrieving large result sets (Tatual). For example, specify 3000 to get the next page of results.
Ticket Status	Filters tickets based on their current status (corresponds to Ativo). For example, EmAberto (Open), Finalizado (Finished), Cancelado (Canceled).
SLA Status	Filters tickets based on their Service Level Agreement (SLA) status. Specify S for tickets with an SLA, ‘A’ for tickets without an SLA, or ‘N’ for all tickets.
Input Fields (JSON Mode):	The fields are enabled when Accept Input As JSON is selected. Note: The JSON input keys must be in Portuguese.
Accept Input as JSON	Select to accept JSON input from previous field or from variable. Note: when selected, the step ignores previous provided JSON input.
Input JSON from Field/Variable	Specify the complete JSON payload for the ticket search endpoint. The field accepts variable or static value. Or Specify the JSON payload in Hardcoded Input JSON. For example, { "Pesquisa":"", "Tatual":"", "Ativo":"", "StatusSLA":"", "Colunas": { "Chave":"on", "CodChamado":"on", "NomePrioridade":"on", "DataCriacao":"on", "HoraFinalizacao":"on", } }

Output tab

Field Name	Description
Output JSON Field Name	Specify the output field name to store the list of tickets returned by the API.