Update Ticket icon

Update Ticket

Updates a ticket in EnlightenedMSP

Overview

This node updates an existing ticket in the EnlightenedMSP system via a GraphQL API. It allows users to modify various attributes of a ticket such as its title, status, priority, assigned resource, due date, resolution, and more. This node is useful in automation workflows where ticket information needs to be programmatically updated based on external events or data changes.

Practical examples:

  • Automatically updating the status and priority of a ticket when a related alert is triggered.
  • Changing the assigned resource or queue of a ticket based on workload balancing.
  • Adding resolution notes and marking tickets as completed once a task is finished.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket to update (required).
Update Fields A collection of fields to update on the ticket. Options include:
- Parent Ticket ID The ID of the parent ticket.
- Title The title of the ticket.
- Status The status code of the ticket.
- Priority The priority level of the ticket.
- Queue ID The queue ID to which the ticket belongs.
- Core Company ID The core company ID associated with the ticket.
- Archived Boolean indicating whether the ticket is archived.
- Assigned Resource ID The ID of the resource assigned to the ticket.
- Due Date Time The due date and time for the ticket completion.
- Resolution Text describing the resolution of the ticket.
- Completed Date The date and time when the ticket was completed.
- Next Action Note Notes about the next action to take on the ticket.
Data Selection Multiline string specifying which fields to return in the response. If left empty, default fields are returned. Example fields include id, title, status, ticketNumber, description, etc.

Output

The node outputs a JSON object representing the updated ticket with the fields specified in the "Data Selection" property. The structure corresponds to the ticket's attributes such as id, title, status, ticketNumber, description, priority, dueDateTime, createDate, completedDate, assignedResourceID, queueID, resolution, coreCompanyId, and archived.

No binary data output is produced by this node.

Example output JSON snippet:

{
  "id": 123,
  "title": "Updated Ticket Title",
  "status": 2,
  "ticketNumber": "TCK-456",
  "description": "Details about the ticket",
  "priority": 1,
  "dueDateTime": "2024-06-30T12:00:00Z",
  "createDate": "2024-06-01T08:00:00Z",
  "completedDate": null,
  "assignedResourceID": 789,
  "queueID": 10,
  "resolution": "",
  "coreCompanyId": 5,
  "archived": false
}

Dependencies

  • Requires an API key credential for authenticating with the EnlightenedMSP GraphQL endpoint.
  • The node uses a GraphQL mutation to update ticket data, so network access to the EnlightenedMSP API endpoint is necessary.
  • Proper configuration of the API endpoint URL and authentication credentials within n8n is required.

Troubleshooting

  • Common issues:

    • Invalid or missing Ticket ID will cause the update to fail.
    • Providing invalid field values (e.g., wrong data types or out-of-range numbers) may result in errors from the API.
    • Network connectivity problems or incorrect API credentials will prevent successful communication with the service.

  • Error messages:

    • Errors returned from the GraphQL API typically include descriptive messages about what went wrong (e.g., "Ticket not found", "Invalid status value").
    • If the node throws an error about authentication, verify that the API key credential is correctly set up and has sufficient permissions.
    • Date/time fields must be valid ISO date strings; otherwise, conversion errors may occur.

  • Resolution tips:

    • Double-check all input parameters for correctness before execution.
    • Use the "Continue On Fail" option if you want the workflow to proceed despite individual item failures.
    • Review API documentation or contact support if unexpected errors persist.

Links and References

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