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Overview

This node operation retrieves detailed information about a specific ticket from the Autotask system using the ticket's unique ID. It is useful for workflows that need to fetch and process ticket data, such as customer support automation, ticket status monitoring, or integration with other systems for reporting or updates.

Properties

Name Meaning
Ticket ID The unique identifier of the ticket to retrieve details for. This is a required input to specify which ticket to get.
Add Picklist Labels Determines whether to add additional fields with human-readable labels for picklist fields in the ticket data. Helps in making the output more understandable by including label fields alongside raw values.
Add Reference Labels Determines whether to add additional fields with human-readable labels for reference fields in the ticket data. Enhances output readability by including label fields for references.
Select Columns Names or IDs. Allows selection of specific ticket fields to include in the response. If no fields are selected, all fields are returned. The ticket ID field is always included regardless of selection.
Flatten User-Defined Fields If enabled, user-defined fields (UDFs) are moved to the top level of the output object instead of being nested inside a userDefinedFields array, simplifying access to these fields.

Output

JSON

  • id - The unique identifier of the ticket.
  • fieldName
    • _label - Human-readable labels for picklist or reference fields if enabled.
  • userDefinedFields - Array of user-defined fields unless flattened to top-level properties.

Dependencies

  • Requires an API key credential for Autotask REST API authentication.

Troubleshooting

  • Ensure the Ticket ID provided is valid and exists in the Autotask system; invalid IDs will cause errors.
  • If no fields are returned, verify that the 'Select Columns' property is set correctly or left empty to return all fields.
  • If label fields are not appearing, check that 'Add Picklist Labels' and 'Add Reference Labels' are enabled and that the ticket contains such fields.
  • Flattening user-defined fields may cause naming conflicts if UDF names overlap with standard fields; disable flattening if this occurs.

Discussion