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Overview

This node operation retrieves multiple ticket records from the Autotask system. It is useful for scenarios where you need to fetch a list of tickets, such as for reporting, monitoring, or bulk processing. For example, you can use it to get all open tickets assigned to a team or to extract ticket data for integration with other systems.

Properties

Name Meaning
Fields Defines which ticket fields to retrieve and map in the output. Supports custom mapping and selection of specific fields.
Get All Determines whether to return all matching ticket records or limit the number of results.
Max Records Specifies the maximum number of ticket records to return when 'Get All' is false. Value range is 1 to 500.
Add Picklist Labels If enabled, adds human-readable label fields for picklist-type fields in the ticket data.
Add Reference Labels If enabled, adds human-readable label fields for reference-type fields in the ticket data.
Select Columns Names or IDs. Allows selection of specific ticket fields to include in the response. If none selected, all fields are returned. The ID field is always included.
Flatten User-Defined Fields If enabled, user-defined fields (UDFs) are promoted to top-level properties in each ticket object instead of being nested.

Output

JSON

  • id - Unique identifier of the ticket.
    fields - Values of the selected ticket fields as defined by the Fields property._label - Human-readable labels for picklist or reference fields if enabled.
  • userDefinedFields - Array of user-defined fields associated with the ticket, unless flattened.

Dependencies

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

Troubleshooting

  • If no tickets are returned, verify that the query parameters and field selections are correct and that tickets exist matching the criteria.
  • If the node fails with authentication errors, check that the Autotask API credentials are valid and have sufficient permissions.
  • When selecting specific fields, ensure the field IDs or names are valid; invalid fields may cause errors or missing data.
  • If the maximum records limit is set too low, you may not retrieve all desired tickets; consider enabling 'Get All' to fetch all records.
  • Enabling flattening of user-defined fields may cause naming conflicts if UDF names overlap with standard fields.

Discussion