Read Ticket
Read a ticket in Freshservice.
Input
| Field | Definition | Type | Required |
|---|---|---|---|
|
Ticket ID |
Freshservice ticket ID. |
Number |
TRUE |
Output
| Field | Definition | Type |
|---|---|---|
|
Ticket |
||
|
CC Emails |
Email addresses in the 'cc' field of an incoming ticket email. |
List of Text |
|
Fwd Emails |
Email addresses added when forwarding a ticket. |
List of Text |
|
Reply CC Emails |
Email addresses added when replying to a ticket. |
List of Text |
|
FR Escalated? |
Indicates if the ticket has been escalated due to first response time being breached. |
True/False |
|
Spam? |
Indicates if the ticket has been marked as spam. |
True/False |
|
Email Config ID |
ID of email config used for ticket (for example, support@companyname.com). |
Text |
|
Group ID |
ID of group assigned to the ticket. |
Number |
|
Requester ID |
Requester's user ID. |
Number |
|
Responder ID |
ID of the agent assigned to the ticket. |
Number |
|
SLA Policy ID |
Unique identifier of the SLA Policy. |
Number |
|
Subject |
Ticket subject. |
Text |
|
To Emails |
Email addresses to which the ticket was initially sent. |
List of Text |
|
Department ID Value |
Requester's department ID. |
Number |
|
Ticket Type |
Ticket's category. |
Text |
|
Due By |
Timestamp of when the ticket must be resolved. |
Date & Time |
|
FR Due By |
Timestamp of when the first response is due. |
Date & Time |
|
Escalated? |
Indicates whether the ticket has been escalated. |
True/False |
|
Description |
Plain text description of the ticket. |
Text |
|
Description HTML |
HTML formatted description of the ticket. |
Text |
|
Status |
Ticket's status. |
Text |
|
Requester Status Name |
Ticket status name entered by requester. |
Text |
|
Priority |
Ticket's priority. |
Text |
|
Source |
Channel through which the ticket was created. |
Text |
|
Requester Name |
Requester's name. |
Text |
|
Department Name |
Requester's department name. |
Text |
|
Urgency |
Ticket's urgency. |
Text |
|
Impact |
Ticket's impact. |
Text |
|
Created At |
Date and time when the object was created. |
Date & Time |
|
Updated At |
Date and time that the ticket was last updated; for example, 2016-05-24T13:41:22Z. |
Date & Time |
|
Category |
Ticket category. |
Text |
|
Sub-Category |
Ticket subcategory. |
Text |
|
Item Category |
Ticket item category. |
Text |
|
Deleted? |
Indicates if the ticket has been deleted. |
True/False |
|
Attachments |
Ticket attachments. |
List of Objects |
|
Notes |
Notes associated with the ticket. |
List of Objects |
|
Tags |
Tags associated with the ticket. |
List of Text |
|
SLA Policy ID |
Unique identifier of the SLA Policy. |
Number |
|
Custom Fields |
||
|
Custom Text |
Custom text field. |
Text |
|
Custom Paragraph |
Custom paragraph field. |
Text |
|
Custom Checkbox |
Custom check box. |
True/False |
|
Custom Dropdown |
Custom drop-down box. |
Dropdown |
|
Custom Multidropdown |
Custom multiple entry drop-down box |
List of Text |
|
Custom Date |
Custom date field. |
Date & Time |
|
Custom Decimal |
Custom decimal number field. |
Number |
|
Custom Number |
Custom number field. |
Number |
|
Custom Dependent Fields |
Additional custom fields as defined in Freshservice instance. |
Various |