Actions10
Overview
This node integrates with ManageEngine ServiceDesk Plus to manage IT service tickets. It supports multiple operations including creating new tickets, updating existing tickets, adding replies to tickets, retrieving ticket details and conversations, managing attachments (upload, download, list, delete), and listing tickets with optional filters.
The Update Ticket operation specifically allows users to modify fields of an existing ticket such as service category, status, assigned technicians, resolution notes, and priority. This is useful for automating ticket lifecycle management, updating ticket statuses based on external events, or enriching tickets with additional information programmatically.
Practical examples:
- Automatically update the status and assign a technician when a ticket is escalated.
- Add resolution notes after a support task is completed.
- Change priority based on SLA rules triggered in other systems.
Properties
| Name | Meaning |
|---|---|
| Ticket ID | The unique identifier of the ticket to update. |
| Fields to Update | Collection of fields that can be updated on the ticket: |
| - Service Category | The category of the service related to the ticket (string). |
| - Status | Current status of the ticket (string). |
| - Technician Name | Name of the technician assigned to the ticket (string). |
| - ICT Technician | Name of the ICT technician (custom user-defined field) (string). |
| - Resolution | Text content describing the resolution of the ticket (string, multiline). |
| - Priority | Priority level of the ticket; options are "Low", "Medium", or "High". |
Output
The output JSON object for the Update Ticket operation contains:
success(boolean): Indicates if the update was successful.ticketId(string): The ID of the ticket that was updated.error(string, optional): Error message if the update failed.
Example success output:
{
"success": true,
"ticketId": "12345"
}
Example failure output:
{
"success": false,
"error": "Error message describing what went wrong"
}
Dependencies
- Requires an API key credential for authenticating with the ManageEngine ServiceDesk Plus API.
- Uses HTTPS requests with axios library.
- Node.js environment must allow network access to the ServiceDesk Plus instance URL.
- For attachment-related operations, requires file system access to read/write files.
Troubleshooting
Common issues:
- Invalid or missing API authentication token will cause authorization errors.
- Incorrect ticket ID or non-existent ticket will result in not found errors.
- Providing invalid values for enumerated fields like status or priority may cause validation errors.
- Network connectivity problems to the ServiceDesk Plus server.
- File path errors when uploading or downloading attachments.
Error messages and resolutions:
"401 Unauthorized": Check that the API key credential is correctly configured and valid."404 Not Found": Verify the ticket ID exists and is correct."400 Bad Request": Ensure all required fields are provided and values conform to expected formats/enums."ENOTFOUND"or connection timeout: Confirm network connectivity and correct base URL.- File system errors during upload/download: Verify file paths and permissions.