Update Ticket

Update an existing ticket in Freshservice.

Input

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

Subject

Ticket subject.

 Text FALSE

Type

Type of data returned. Dropdown FALSE

Urgency

Ticket urgency.

 Dropdown FALSE

Source

Channel through which the ticket was created.

 Dropdown FALSE

Status

Ticket status.

 Dropdown FALSE

Priority

Ticket priority.

 Dropdown FALSE

Impact

Ticket impact.

 Dropdown FALSE

Description

Ticket description.

 Text FALSE

Group

Group to assign to the ticket.

If you assign this ticket to a group that doesn't contain the person currently assigned to the ticket, then the current assignee is removed from the ticket and the ticket is assigned to the selected group instead.

If the ticket is assigned to a group and you attempt to assign the ticket to a person who doesn't belong to that group, then the Assigned to field is ignored.

 Dropdown FALSE

Assigned To

Person to assign to the ticket.

If you assign this ticket to a group that doesn't contain the person currently assigned to the ticket, then the current assignee is removed from the ticket and the ticket is assigned to the selected group instead.

If the ticket is assigned to a group and you attempt to assign the ticket to a person who doesn't belong to that group, then the Assigned to field is ignored.

 Dropdown FALSE

Department

Requester's department.

 Dropdown FALSE

Due By

Timestamp to indicate when the ticket is due to be resolved.

 Date & Time FALSE

FR Due By

Timestamp to indicate when the first response is due.

 Date & Time FALSE

Tags

Tags that have been associated with the ticket.

Array of Strings

 FALSE

Category

Category

Ticket category.

 Dropdown FALSE

Sub-Category

Ticket subcategory.

 Text FALSE

Item

Ticket item category.

 Text FALSE

Custom Fields

Custom Text

Custom text field.

 Text FALSE

Custom Paragraph

Custom paragraph field.

 Text FALSE

Custom Checkbox

Custom check box.

 True/False 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 connector returns an HTTP status code that 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 wasn't processed because the necessary permissions were missing.

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

 Number