OTRS: Update Ticket

Description

This step updates an existing ticket in OTRS. You provide the ticket ID and the fields to change, such as state, priority, queue, or owner. You can also add a new article to the ticket. Use this step in workflows that close resolved tickets, escalate issues, reassign tickets, or add notes and updates to ticket history.

Reference

Ticket Update

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 fields
Ticket ID	Specify the ID of the ticket in which you want to operate. The data type is string. This field is mandatory.
Accept Value of JSON	Select the checkbox, to use the JSON field as an input to build JSON. If it is not selected then, use table input to build the JSON. The checkbox is not selected, by default.
JSON	Provide JSON in a valid format to create a ticket. The data type is String. This field is optional. Sample JSON: { "Ticket" : { "Title" : "some ticket title", QueueID" : "ID of queue", "Queue" : "some queue name", "LockID" : "ID of lock", "Lock" : "some lock name", "TypeID" : "123", "Type" : "some type name", "ServiceID" : "123", "Service" : "some service name", "SLAID" : "123", "SLA" : "some SLA name", "StateID": "123", "State": "some state name", "PriorityID": "1", "Priority": "some priority name", "OwnerID": "123", "Owner": "some user login", "ResponsibleID": "123", "Responsible": "some user login", "CustomerUser" : "some customer user login" }, "Article" : { "CommunicationChannel" : "Email", "CommunicationChannelID" : "1", "IsVisibleForCustomer" : "1", "SenderTypeID" : "123", "SenderType" : "some sender type name", "AutoResponseType" : "some auto response type", "From" : "some from string", "To" : "some to string", "Cc" : "some cc string", "Bcc" : "some bcc string", "Subject" : "some Subject", "ContentType" : "some content type", "Body" : "some body", "MimeType" : "some mime type", "Charset" : "some charset", "HistoryType" : "some history type", "HistoryComment" : "Some history comment", "TimeUnit" : "123", "NoAgentNotify" : "1" } }
Table Fields	In case ‘Accept Value As JSON’ is not selected then give input using the table fields.
Variable Field Name	Specify values from an environment variable or from a previous field or hardcoded name of the property you want to provide.
Static Field Name	Select the name of the field from the dropdown.
Field Value	Provide the value for the respective field name.