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Overview

This node operation retrieves multiple history records associated with a specific ticket from the Autotask system. It is useful for auditing or tracking changes and events related to a ticket, such as status updates, assignments, or comments. For example, a support team can use this to fetch the entire change log of a ticket to understand its progression or to generate reports on ticket activity.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket for which the history records are to be retrieved. This is the only allowed filter to specify which ticket's history to fetch.
Fields Defines which fields of the ticket history records to retrieve and map in the output. Allows selecting specific data points to include.
Get All Determines whether to return all available history records for the ticket or limit the number of records returned.
Max Records Specifies the maximum number of history records to return when 'Get All' is false. The value must be between 1 and 500.
Add Picklist Labels If enabled, adds additional fields with human-readable labels for picklist fields in the history records, improving readability.
Add Reference Labels If enabled, adds additional fields with human-readable labels for reference fields in the history records.
Select Columns Names or IDs. Allows selecting specific columns (fields) by name or ID to include in the response. If none are selected, all fields are returned. The ID field is always included.
Flatten User-Defined Fields If enabled, user-defined fields (UDFs) are brought to the top level of each history record object instead of being nested inside an array, simplifying access.

Output

JSON

  • id - Unique identifier of the ticket history record.
  • ticketID - Identifier of the ticket to which the history record belongs.
  • fieldName - Name of the field that was changed or recorded in the history.
  • oldValue - Previous value of the field before the change.
  • newValue - New value of the field after the change.
  • changeDate - Timestamp when the change was made.
  • changedBy - User or system entity that made the change.
  • _label - Human-readable labels for picklist or reference fields if enabled in the input properties.
  • userDefinedFields - Array of user-defined fields related to the history record, unless flattened to top-level properties.

Dependencies

  • Requires an authenticated connection to the Autotask REST API via an API key credential.

Troubleshooting

  • Ensure the Ticket ID provided is valid and exists in the Autotask system; otherwise, no history records will be returned.
  • If no records are returned, verify that the ticket actually has history entries and that the user has permission to access them.
  • When selecting specific fields, ensure the field names or IDs are correct to avoid empty or incomplete data.
  • If enabling 'Add Picklist Labels' or 'Add Reference Labels', note that labels will not be added for empty values, so some fields may not have corresponding label fields.
  • The 'Max Records' value must be between 1 and 500; setting values outside this range will cause errors.

Discussion