OTRS: Get Ticket
Description
This step retrieves the details of a specific ticket from OTRS using its ticket ID or ticket number. The step returns the ticket data including fields, articles, and metadata. Use this step in workflows that look up ticket details for processing, check ticket status before taking action, or collect ticket data for reporting.
Configurations
| Field name | Description |
|---|---|
| Step Name | Specify a unique step name. |
| CONNECTION | |
| Server Address | Specify the address of the OTRS server. For example, http://13.41.4.56. This field is mandatory. |
| UserName | Click the button to select the user name of the agent. This field is mandatory. |
| Password | Specify the password for the agent. This field is mandatory. |
| Test Connection | Verifies whether the connection is established or not. Note: Test Connection button does not work for previous step fields. Test Connection button only works with static values and environment variables. |
| INPUT TAB | Input field |
| Ticket ID | Specify the ID of the ticket in which you want to operate. |
| OUTPUT TAB | Output fields |
| Property Name | Select the property name of the field from the dropdown. Note: If the ‘Output Field’ for this respective field is not provided then the value of this field will be used to give the output through this field. |
| Output Field | If this field is provided, then that will be used to give output of step. Note: If left empty then ‘Property Name’ will be used to give the output through this field. |