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Overview

This node operation retrieves multiple Ticket Note records from the Autotask system using an advanced filtering mechanism. It allows users to specify complex query criteria in JSON format to filter the ticket notes returned. This is useful for scenarios where you need to extract specific ticket notes based on detailed conditions, such as notes created within a date range, by certain users, or containing specific content. For example, a support manager might use this to gather all ticket notes related to a particular issue type or customer for reporting or analysis.

Properties

Name Meaning
Get All Determines whether to return all matching ticket note records or limit the number of results.
Max Records Specifies the maximum number of ticket note records to return when 'Get All' is false. The value must be between 1 and 500.
Advanced Filter A JSON string containing a 'filter' array with Autotask API query criteria to filter the ticket notes. This allows for complex and precise queries.
Add Picklist Labels If enabled, adds human-readable '_label' fields for picklist fields in the output, improving readability.
Add Reference Labels If enabled, adds human-readable '_label' fields for reference fields in the output.
Select Columns Names or IDs. Allows selection of specific fields 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 moved to the top level of each returned object instead of being nested, simplifying access.

Output

JSON

  • id - Unique identifier of the ticket note.
  • content - The text content of the ticket note.
  • createdDate - Date and time when the ticket note was created.
  • createdByResourceID - Identifier of the resource (user) who created the note.
  • ticketID - Identifier of the ticket to which this note belongs.
  • picklistField_label - Human-readable label for picklist fields, if 'Add Picklist Labels' is enabled.
  • referenceField_label - Human-readable label for reference fields, if 'Add Reference Labels' is enabled.
    userDefinedFields - User-defined custom fields, either nested or flattened to top-level depending on 'Flatten User-Defined Fields' setting.

Dependencies

  • Requires an Autotask API key credential for authentication to access the Autotask REST API.

Troubleshooting

  • Invalid JSON in 'Advanced Filter' property can cause query failures. Ensure the JSON string is correctly formatted and follows Autotask API filter syntax.
  • Requesting too many records without pagination or 'Get All' enabled may lead to timeouts or API limits being hit.
  • Selecting fields that do not exist or are misspelled in 'Select Columns' can cause errors or missing data.
  • If picklist or reference labels are not appearing, verify that the corresponding options are enabled and that the fields contain values.
  • API authentication errors may occur if the API key credential is missing, expired, or incorrect.

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