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Overview

The "Update Ticket" operation in this node allows users to modify existing tickets within the NinjaOne platform. This is useful for updating ticket details such as status, priority, assigned technician, tags, and other metadata after a ticket has been created. Common scenarios include changing the ticket's status from "New" to "Open," assigning it to a different technician, adding CC recipients, or updating custom attributes.

Practical examples:

  • Updating a ticket’s status to "Waiting for Customer" when awaiting user feedback.
  • Adding additional tags or CC email addresses to keep relevant parties informed.
  • Changing the assigned technician based on workload or expertise.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket to update (required).
Subject The subject or summary of the ticket.
Additional Fields A collection of optional fields to further customize the ticket:
- Client ID Organization ID associated with the ticket.
- Ticket Form ID Identifier for the ticket form used.
- Location ID Location identifier related to the ticket.
- Node ID Device or node ID associated with the ticket.
- CC User IDs Comma-separated list of user UIDs to be CC’d on the ticket.
- CC Emails Comma-separated list of email addresses to be CC’d.
- Parent Ticket ID ID of the parent ticket if this is a sub-ticket.
- Tags Comma-separated list of tags for categorizing the ticket.
- Attributes JSON string representing custom attributes for the ticket.
- Additional Assigned Technician IDs Comma-separated list of additional technician IDs assigned to the ticket.
Client ID Organization ID (also available outside Additional Fields).
Ticket Form ID Ticket form ID (also available outside Additional Fields).
Location ID Location ID (also available outside Additional Fields).
Node ID Device/Node ID (also available outside Additional Fields).
Summary Ticket summary or subject (also available outside Additional Fields).
Status Ticket status; options are: New, Open, Waiting for Customer, Hold.
Type Ticket type; options are: Problem, Task, Question.
CC User IDs Array of user UIDs to CC on the ticket (string, comma-separated).
CC Emails Array of email addresses to CC on the ticket (string, comma-separated).
Assigned App User ID ID of the assigned technician.
Requester UID UID of the ticket requester.
Severity Ticket severity level; options: None, Minor, Moderate, Major, Critical.
Priority Ticket priority level; options: None, Low, Medium, High, Critical.
Parent Ticket ID ID of the parent ticket for sub-tickets (also available outside Additional Fields).
Tags Array of tags for the ticket (string, comma-separated).
Attributes Custom attributes for the ticket (JSON string).
Organization Department or organization assignment.
Total Time Tracked Total time tracked on the ticket in seconds.

Output

The node outputs the updated ticket data in the json field of the output item. This typically includes all the ticket properties after the update, reflecting the current state of the ticket in NinjaOne.

If the node supports binary data output (not explicitly shown here), it would represent file attachments or similar content related to the ticket, but this operation primarily deals with JSON data updates.

Dependencies

  • Requires an API authentication token configured via OAuth2 credentials to access the NinjaOne API.
  • The base URL for the API can be customized via credentials or defaults to https://api.ninjaone.com.
  • Proper permissions on the NinjaOne account to update tickets.

Troubleshooting

  • Missing or invalid Ticket ID: The update operation requires a valid ticket ID. Ensure the ticket ID is provided and correct.
  • Invalid JSON in Attributes: If custom attributes are provided as a JSON string, ensure it is well-formed JSON to avoid errors.
  • Permission errors: Insufficient permissions or expired API tokens may cause authorization failures. Refresh credentials or verify API access rights.
  • Incorrect field types: Numeric fields like Client ID, Location ID, etc., must be numbers; passing strings may cause validation errors.
  • Comma-separated lists formatting: For fields like CC User IDs, CC Emails, and Tags, ensure values are properly comma-separated without trailing commas or spaces that could cause parsing issues.

Links and References

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