AvantGuard - NinjaOne icon

AvantGuard - NinjaOne

AvantGuard - NinjaOne

Actions159

Overview

This node updates an existing ticket in a ticketing system. It is useful for scenarios where you need to modify details of a support or service ticket, such as changing its status, updating the subject, assigning it to a different user, or adding additional metadata like tags or severity. Practical examples include updating a ticket’s priority after receiving new information, changing the assigned technician, or adding comments and attributes to reflect progress or changes in the issue.

Properties

Name Meaning
Ticket Id The unique identifier of the ticket to update (number).
Version The version number of the ticket, used for concurrency control (number).
Client Id Identifier of the client or organization related to the ticket (number).
Ticket Form Id Identifier of the form template used for the ticket (number).
Subject The subject or title of the ticket (string).
Status Current status code of the ticket (string).
Requester Uid Unique identifier of the user who requested the ticket (string).
Additional Body Fields Optional collection of extra fields that can be added to the ticket update:
- Location Id Identifier of the location related to the ticket (number).
- Node Id Identifier of the device or node related to the ticket (number).
- Type Type of ticket; options are PROBLEM, QUESTION, INCIDENT, TASK.
- Cc JSON object containing arrays of user IDs and emails to be CC’d on the ticket.
- Assigned App User Id Identifier of the user assigned to the ticket (number).
- Severity Severity level of the ticket; options are NONE, MINOR, MODERATE, MAJOR, CRITICAL.
- Priority Priority level of the ticket; options are NONE, LOW, MEDIUM, HIGH.
- Parent Ticket Id Identifier of a parent ticket if this ticket is a sub-ticket (number).
- Tags JSON array of tags associated with the ticket.
- Attributes JSON array of attribute objects related to the ticket.

Output

The node outputs JSON data representing the updated ticket details returned from the ticketing system API. This typically includes confirmation of the update and the current state of the ticket after modification. There is no indication that binary data is output by this node.

Dependencies

  • Requires an API key credential for authenticating requests to the AvantGuard NinjaOne ticketing system.
  • The base URL for the API must be configured in the node credentials.
  • The node uses a predefined OpenAPI specification to build request properties and handle routing of input parameters into the request body.

Troubleshooting

  • Common issues:
    • Providing an incorrect or outdated ticket ID may result in errors indicating the ticket was not found.
    • Version mismatches can cause update conflicts; ensure the correct ticket version is provided.
    • Invalid JSON in fields like "Cc", "Tags", or "Attributes" will cause parsing errors.
    • Missing required fields such as Ticket Id, Version, Client Id, or Subject will prevent the update.
  • Error messages:
    • "Ticket not found" — verify the Ticket Id is correct.
    • "Version conflict" — retrieve the latest ticket version before updating.
    • "Invalid JSON format" — check JSON syntax in complex fields.
    • Authentication errors — confirm API key and base URL are correctly set in credentials.

Links and References

Discussion