Update Ticket

Update an existing ticket in Freshservice.

Input

Note

For the Freshservice connector, you can't update an input field with a blank value. If you attempt to pass a blank or empty value, the existing value in that field will not be overwritten.

Field Definition Type Required
Update By
Ticket ID Freshservice ticket ID. Number TRUE
Ticket
Requester ID Requester's ID. Number FALSE
Type Type of data returned. Dropdown FALSE
Source Channel through which the ticket was created. Dropdown FALSE
Subject Ticket subject. String FALSE
Status Ticket status. Dropdown FALSE
Urgency Ticket urgency. Dropdown FALSE
Impact Ticket impact. Dropdown FALSE
Priority Ticket priority. Dropdown FALSE
Group Group to assign to the ticket.
Note

If you assign this ticket to a group to which the current person assigned to the ticket doesn't belong, then the assignee will be removed from the ticket and the selected group will be associated with it. Similarly, if the ticket is assigned to a group and you attempt to update the ticket to assign it to a person who doesn't belong to that group, then the Assigned to field will be ignored.

Dropdown FALSE
Assigned To Person to assign to the ticket.
Note

If you assign this ticket to a group to which the current person assigned to the ticket doesn't belong, then the assignee will be removed from the ticket and the selected group will be associated with it. Similarly, if the ticket is assigned to a group and you attempt to update the ticket to assign it to a person who doesn't belong to that group, then the Assigned to field will be ignored.

Dropdown FALSE
Department Requester's department. Dropdown FALSE
Spam Indicates if the ticket is spam. Boolean FALSE
Category
Category Ticket category. Dropdown FALSE
Sub-Category Ticket subcategory. String FALSE
Item Ticket item category. String FALSE
Custom Fields
Custom Text Custom text field. String FALSE
Custom Paragraph Custom paragraph field. String FALSE
Custom Checkbox Custom check box. Boolean FALSE
Custom Dropdown Custom drop-down box. Dropdown FALSE
Custom Multidropdown Custom multiple entry drop-down box List of Text FALSE
Custom Date Custom date field. Date & Time FALSE
Custom Decimal Custom decimal number field. This has a maximum length of eight digits followed by two decimal places (for example, 12345678.90). Number FALSE
Custom Number Custom number field. Number FALSE
Custom Dependent Fields Additional custom fields as defined in Freshservice instance. Various FALSE

Output

Field Definition Type
Status Code Result of the operation. The HTTP status code is returned by the connector and indicates whether the action taken by the card succeeded or failed. For example:
  • A 201 Created status code indicates success where a new resource was created.
  • A 403 Forbidden error indicates that the HTTP request was not processed because the necessary permissions were missing.

For a full list of possible status codes, see HTTP status codes.

Number

Related topics

Freshservice connector

About the elements of Okta Workflows

Freshservice API documentation