Actions10
Overview
This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets and their conversations. Specifically, the Add Reply operation allows users to add a reply message to an existing ticket conversation. This is useful for updating ticket status, providing additional information, or communicating with the requester or internal team members.
Common scenarios include:
- Adding a public or private comment to a ticket to inform the requester or technicians.
- Replying to a specific message in the conversation thread (e.g., clarifying a previous message).
- Automating responses or updates to tickets based on external triggers or workflows.
Example: After receiving new information from an external system, automatically add a public reply to the latest message of a ticket to keep the requester informed.
Properties
| Name | Meaning |
|---|---|
| Ticket ID | The unique identifier of the ticket to which the reply will be added. |
| Reply Content | The text content of the reply message to add to the ticket conversation. |
| Reply to Message | Specifies which message in the conversation to reply to. Options: First Message, Latest Message, Specific Message ID. |
| Message ID | When replying to a specific message, this is the ID of that message. Required if "Reply to Message" is "Specific Message ID". |
| Is Public Reply | Boolean flag indicating whether the reply should be visible to the requester (public) or only internally (private). |
Output
The output JSON object contains:
success: Boolean indicating if the reply was added successfully.ticketId: The ID of the ticket to which the reply was added.replyId: The ID of the newly created reply message.targetMessageId: The ID of the message being replied to (if applicable).error: If unsuccessful, contains the error message describing what went wrong.
No binary data is output by this operation.
Dependencies
- Requires an API key credential for authenticating with the ManageEngine ServiceDesk Plus API.
- Uses HTTPS requests to communicate with the ServiceDesk Plus server.
- The node disables SSL certificate verification (
rejectUnauthorized: false), which may be relevant depending on your environment. - Requires the n8n credential configuration to provide the base URL and authentication token for the ServiceDesk Plus instance.
Troubleshooting
Common issues:
- Invalid or missing ticket ID will cause the API call to fail.
- Specifying "Specific Message ID" without providing a valid message ID will result in an error.
- Network or authentication errors if the API key or base URL is incorrect.
- Replies may not appear if the "Is Public Reply" flag is set incorrectly.
Error messages:
- Errors returned by the API are captured and included in the output's
errorfield. - Typical errors include "Ticket not found", "Invalid message ID", or authentication failures.
- Errors returned by the API are captured and included in the output's
Resolution tips:
- Verify the ticket ID exists and is accessible.
- Ensure the message ID is correct when replying to a specific message.
- Confirm API credentials and base URL are correctly configured.
- Check network connectivity and firewall settings.