Overview
This node allows users to add notes to service tickets in Connectwise, a popular IT service management platform. It is useful for support teams and service desk agents who want to document updates, internal analyses, resolutions, or detailed descriptions related to a specific service ticket.
Typical use cases include:
- Adding an internal note visible only to support staff.
- Documenting the resolution steps taken for a ticket.
- Providing detailed descriptions or analysis of the issue.
- Keeping a running log of communications or actions on a ticket.
For example, after resolving a customer issue, a technician can use this node to append a note describing the resolution and mark it as visible internally or externally.
Properties
| Name | Meaning |
|---|---|
| Service Ticket ID | The unique numeric identifier of the service ticket to which the note will be added. |
| Internal Analysis | Boolean flag indicating if the note is visible only to internal users (true/false). |
| Detail Description | Boolean flag indicating if the note includes a detailed description (true/false). |
| Resolution | Boolean flag indicating if the note includes resolution details (true/false). |
| Description | The textual content of the note to be added. This is required and supports multiline text. |
Output
The node outputs JSON data representing the newly created service ticket note as returned by the Connectwise API. The output includes all properties of the note such as its ID, text, flags (internalAnalysisFlag, detailDescriptionFlag, resolutionFlag), timestamps, and any other metadata provided by the API.
No binary data output is produced by this operation.
Dependencies
- Requires an active Connectwise API credential with appropriate permissions to add notes to service tickets.
- The node uses the Connectwise REST API endpoint constructed dynamically based on the service ticket ID.
- Network connectivity to the Connectwise instance is necessary.
- The base URL depends on the configured data center domain in the credentials.
Troubleshooting
- Missing or invalid Service Ticket ID: The node requires a valid numeric service ticket ID. Ensure this is provided and corresponds to an existing ticket.
- Authentication errors: If the API key or credentials are incorrect or expired, the request will fail. Verify the API credentials and their permissions.
- Permission denied: The user associated with the API key must have rights to add notes to tickets.
- Invalid input values: The description field is mandatory; leaving it empty will cause errors.
- API rate limits or network issues: Temporary failures may occur due to rate limiting or connectivity problems. Retry after some time or check network settings.