Overview
This node updates existing tickets in the Zammad ticketing system via its API. It is useful for automating ticket management workflows such as changing ticket ownership, updating ticket states, adding internal or external articles (notes or messages), and setting custom fields on tickets.
Common scenarios include:
- Automatically assigning tickets to specific groups based on certain criteria.
- Changing the state of a ticket (e.g., from "open" to "closed") after processing.
- Adding internal notes or customer-visible messages to tickets programmatically.
- Updating custom metadata fields on tickets to reflect additional information.
For example, you could use this node to update a ticket’s group to "First-Level Helpdesk", set its state to "pending", add an internal note explaining the status change, and set custom fields like priority or category.
Properties
| Name | Meaning |
|---|---|
| Authentication | Method of authentication to use: Basic Auth or Token Auth |
| Ticket ID | The unique identifier of the ticket to update. Can be set using expressions. |
| Group Name or ID | The group that will own the ticket after update. Can specify by name or ID. |
| State | New state to assign to the ticket (e.g., "open", "closed"). |
| Article | Details of an article (note/message) to add to the ticket, including: |
| - Subject: Title of the article. | |
| - Body: Content of the article. | |
| - Visibility: Whether the article is visible externally (to customers) or internally (help desk). | |
| - Article Type: Type of article such as chat, email, fax, note, phone, or SMS. | |
| Additional Fields | Collection of extra fields to update, including: |
| - Custom Fields: Multiple custom field name-value pairs to set on the ticket. |
Output
The node outputs an array of JSON objects representing the updated ticket(s) as returned by the Zammad API. Each output item corresponds to one input item processed.
The JSON structure includes all standard ticket properties after the update, reflecting changes such as new group assignment, state, added articles, and custom fields.
No binary data output is produced by this node.
Dependencies
- Requires access to a Zammad instance with API enabled.
- Needs either Basic Authentication credentials (username and password) or a Token Authentication credential (API token).
- The base URL of the Zammad API must be configured in the credentials.
- Proper permissions are required on the API user/token to update tickets.
Troubleshooting
- Authentication errors: If the node fails to authenticate, verify that the correct authentication method is selected and credentials are valid. Check the base URL and ensure no trailing slashes cause issues.
- Invalid Ticket ID: Ensure the ticket ID provided exists in Zammad; otherwise, the API will return an error.
- Permission denied: The API user may lack rights to update tickets or specific fields; check user roles and permissions in Zammad.
- Malformed article data: When adding an article, ensure required fields like subject and body are properly set and visibility is correctly specified.
- Custom fields not updating: Confirm that custom field names/IDs match those defined in Zammad and that values are valid.
If the node is set to continue on fail, errors for individual items will be included in the output JSON under an error property.