CA Service Desk Manager is a cloud-based IT service and support management solution. Primary features include change management, incident management, automation support, self-service, predefined services and workflows and reporting.
Connect CA Service Desk with Devo SOAR
Navigate to Automations > Integrations.
Search for CA Service Desk.
Click Details, then the + icon. Enter the required information in the following fields.
Label: Enter a connection name.
Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.
Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).
Remote Agent: Run this integration using the Devo SOAR Remote Agent.
URL: URL of your CA Service Desk WSDL. Example: http://10.11.13.15:8080/api/services/UUU_111_WebService?wsdl
Username: The username used to connect to the instance.
Password: The password used to connect to the instance.
After you've entered all the details, click Connect.
Actions for CA Service Desk
Create Ticket
Creates a ticket with the specified details.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
Input Name | Description | Required |
|---|---|---|
Creator Handle | Jinja-templated text containing the creator handle of the ticket, This could be something like | Required |
Title | Jinja-templated text containing the title of the ticket. Example: This is {{title_column_name}}. | Required |
Description | Jinja-templated text containing the description of the ticket. Example: This is {{description_column_name}}. | Required |
Assignee | Jinja-templated text containing the assignee of the ticket. Example: {{assignee_column_name}}. | Optional |
Priority | Jinja-templated text containing the priority of the ticket (Default is | Optional |
Status | Jinja-templated text containing the status of the ticket (Default is | Optional |
Category | Jinja-templated text containing the category of the ticket. Example: {{category_column_name}}. | Optional |
Output
A JSON object containing multiple rows of result:
has_error: True/False
error: message/null
result: Ticket Details
``` {json}{ "start_date": null, "auto_assign": "0", "zSOC_SubCtg": null, "zSeguimiento": null, "zservacep": null, "sap_xnum": null, "log_agent_f": null, "zdate27_metro": null, "description": "added by aaaa for testing", "site_sla_attrs": null, "ebr_search_in": null, "zICAAut1": null, "affected_resource": null, "status_prev": null, "zInicioEPS": null, "zdate23_metro": null, "zAreaPS": null, "zEstados_OFSC": null, "zAutorizador_Area": null, "checkout_time": null, "zstring8_metro": null, "sap_state": null, "zCP_OFSC": null, "zLocalidad": null, "zCI1_metro": null, "resolution_code": null, "active_prev": null, "zstring4_metro": null, "severity": null, "target_resolved_count_prev": null, "group": null, "solution": null, "summary": "ticket added for test", "ddeobj": null, "zdate12_metro": null, "recursive_f": null, "log_agent": "1FDC89E71C266bC6C552EBB4", "ebr_serial_num": null, "zEscPS": null, "man_urg": "-1", "target_start_last": "536", "zcheck10_metro": "0", "zdate26_metro": null, "outage_type": null, "zMotivoservicio": null, "sap_msg": null, "zserviceWindowEnd": null, "from_incident": null, "zsolutionCF": null, "zrootNW": null, "zstring7_metro": null, "zdate19_metro": null, "resolve_date_prev": null, "urgency": null, "zinge": null, "major_incident": "0", "status": "OP", "znumvisitas_OFSC": "1", "zIngRepP": null, "sap_sftwcomppatch": null, "zDateETA_SLA_Time": null, "zGPV_Modulo": null, "ticket_avoided": null, "zstring3_metro": null, "zdate15_metro": null, "zMunDelCiu_OFSC": null, "sap_userstatus": null, "zinventario_OFSC": "0", "zstring11_metro": null, "edit_from_play_api": "0", "caused_by_chg": null, "zGPV_Proceso": null, "zvip": null, "zTicketNetrix": null, "outage_start_time": null, "zRaz_camb_status_OFSC": null, "zdate11_metro": null, "zDate_cor": null, "zCR7_metro": null, "type": "I", "zvia": null, "affected_service": null, "resolution_method": null, "zDoccheckbox": "0", "external_system_ticket": null, "zCAOFSC_dtEndTime": null, "zRegionU": null, "zasitio": "0", "tenant": "040DDFD2635635127BC66569EF9", "zCR3_metro": null, "zSolProv": null, "remote_control_used": "0", "view_type": null, "target_hold_last": null, "zdate2_metro": null, "zSubtenantNX": null, "ztipotkt": null, "zSolPS": null, "zSolP": null, "zCAOFSC_dsEmailResource": null, "zFechaInICA": null, "zstring18_metro": null, "zCausaP": null, "zCompany": null, "sap_component": null, "dderun_f": "0", "ebr_match_type": null, "zproblem": null, "zRptMthd": null, "zdate18_metro": null, "zstring14_metro": null, "heat_overlay": "{}", "sap_status": null, "charge_back_id": null, "caextwf_instance_id": null, "zFechaFinICA": null, "eval_service": "1", "zstring10_metro": null, "zCAOFSC_qtTravelTime": null, "zbillable": null, "new_affected_resource": null, "rootcause": null, "target_closed_count": "0", "zIngRPS": null, "add_workflow_persids": null, "zCR6_metro": null, "caused_by_chg_f": null, "zApp": null, "impact_prev": null, "resolvable_at_lower": "0", "target_resolved_last": null, "zNodos": null, "zdate5_metro": null, "assignee_prev": null, "zRaz_camb_status_OFSC_WS": null, "zGPV_String1": null, "zCR2_metro": null, "ref_num": "G6-1714", "from_edit_in_list": "0", "customer": "1FDC8956356C552EBB4", "zcheck6_metro": "0", "parent_f": null, "zdate1_metro": null, "zserviceWindowStart": null, "zTicketCAT": null, "zDateETA_SLA_WS": null, "man_imp": "-1", "zstring17_metro": null, "zcheck2_metro": "0", "zCI8_Metro": null, "target_hold_count": "0", "event_token": null, "assignee": "1FDC89E73564C6C552EBB4", "zCI4_Metro": null, "time_spent_sum": "0", "zRespEn": null, "change": null, "avoided_by_kd": null, "zCR9_metro": null, "ebr_ks_concepts": null, "zFolioG": null, "zdate8_metro": null, "zNomP": null, "sap_sftwcomp": null, "mintgt": null, "zString11": null, "zString10": null, "created_via": "3556", "zcheck9_metro": "0", "zdate4_metro": null, "sap_os": null, "zfactura": "0", "sap_cprog": null, "zCausaPS": null, "zcheck5_metro": "0", "zSAPGPV_Modulo": null, "zDate_cir": null, "sap_client": null, "zdate22_metro": null, "zSAPGPV_Module": null, "edit_from_web": "0", "zCI7_Metro": null, "sap_dbsys": null, "zrca": "0", "urgency_f": null, "zCI2": null, "outage_detail_why": null, "zFinEPS": null, "zLineadeNegocio": null, "init_urg": "-1", "zPosS": null, "zRMA": "0", "outage_detail_who": null, "zString9": null, "zString8": null, "string6": null, "zString7": null, "string5": null, "zString6": null, "sap_frontend": null, "string4": null, "zString5": null, "string3": null, "zString4": null, "string2": null, "zString3": null, "string1": null, "zString2": null, "zString1": null, "zEstado_OFSC": null, "zString0": null, "actual_comp_date": null, "zpcatCF": null, "ebr_fuzziness": null, "zActLog_OFSC": null, "category_f": null, "zcheck8_metro": "0", "orig_user_organization": null, "zGPV_SubModulo": null, "web_url": "http://O56333C002:8080/356?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=3565", "zdate25_metro": null, "co_reason": null, "call_back_date": null, "prev_workshift": null, "zUUID_OFSC": null, "ebr_relevance": null, "add_sla_persids": null, "assignee_f": null, "open_date": "1615314389", "zdate21_metro": null, "impact_f": null, "zSupT": null, "extern_ref": null, "zstring6_metro": null, "outage_reason_desc": null, "mintime": null, "zICA_Aprobador_INF_II": null, "zCausaRaiz": null, "status_f": null, "zstring2_metro": null, "zdate14_metro": null, "reciptemp": null, "sap_syshost": null, "close_date_prev": null, "zusuariofinal": null, "template_name": null, "zCAOFSC_dsClosureNotes": null, "zdate10_metro": null, "priority_f": null, "urgency_prev": null, "zWBS_OFSC": null, "category": null, "zComentarios": null, "sap_category": null, "zaccessSchedule": null, "ebr_search_text": null, "zaremota": "0", "ZWorkspaceRC": null, "zrootCF": null, "zSMProblema": null, "znotas": null, "base_template": null, "zslaWindowStart": null, "audit_userid": "1FDC0444C6C552EBB4", "sap_systyp": null, "zTorreGrupo3": null, "zTorreGrupo2": null, "zTorreGrupo1": null, "zdate24_metro": null, "return_to_service": "0", "id": "55651", "zstring20_metro": null, "zstring9_metro": null, "macro_predicted_violation": "0", "category_prev": null, "zDateETA_SLA_DateTime": null, "zViaAtencion": null, "zactiserv": null, "znumero_visita_OFSC": null, "zuserVIP": null, "zmodelo": null, "resolve_date": null, "zerror": "0", "zstring5_metro": null, "zdate17_metro": null, "sap_sftwcomprel": null, "zstring13_metro": null, "zSMConocimiento": null, "target_hold_count_prev": null, "needs_beep": "0", "zRespE": null, "zsucursal": null, "zdate13_metro": null, "active": "1", "group_prev": null, "parent": null, "priority": "25", "zSOC_Ctg": null, "sap_priority": null, "zentiempo": null, "new_delay_log": null, "requested_by": null, "init_imp": "-1", "support_lev": null, "zCR5_metro": null, "zImputable": null, "zProyectos2": null, "add_property_persids": null, "zcheck11_metro": "0", "znumvisita_OFSC": null, "zCR1_metro": null, "zfchvalid": null, "auto_urg": "-1", "start_date_f": null, "close_date_f": null, "zCAOFSC_startTime": null, "zEquipo": null, "zDate_inc": null, "sap_sysid": null, "fldchange_log_f": "1", "zstring16_metro": null, "zcheck1_metro": "0", "sap_instance": null, "saved_f": "1", "zSMCategoriaL2": null, "znotasgral": null, "zSMCategoriaL1": null, "zsoeid": null, "zdate16_metro": null, "close_date": null, "change_f": null, "zstring12_metro": null, "zCI3_Metro": null, "recip": null, "init_log_id_f": "5034", "wf_attr_changed": null, "zNum_direccion_OFSC": null, "incident_priority": "0", "group_flag": "0", "zIDServ": null, "zCR8_metro": null, "active_f": null, "orig_user_admin_org": null, "zIngPPS": null, "zcontratout": "0", "zGPVDate1": null, "zdate7_metro": null, "zCR4_metro": null, "last_act_id": null, "pct_service_restored": null, "priority_prev": null, "symptom_code": null, "sap_subject": null, "znotas_OFSC": null, "zdate3_metro": null, "credit_kds": null, "major_incident_f": null, "zTorreing3": null, "zTorreing2": null, "zTorreing1": null, "zPC": null, "zslaWindowEnd": null, "call_back_flag": "0", "zstring19_metro": null, "zcheck4_metro": "0", "zNomIngP": null, "status_comment_f": null, "zfallasolu": null, "zRMANW": null, "predicted_sla_violation": "0", "zstring15_metro": null, "zCI6_Metro": null, "audit_userid_f": "1", "orig_user_dept": null, "severity_f": null, "affected_service_f": null, "target_resolved_count": "0", "zCI2_Metro": null, "persistent_id": "cr:579551", "zNombreV": null, "znum_visita_OFSC": null, "zserie": null, "zNombreR": null, "call_back_text": null, "outage_detail_what": null, "zprsin": "0", "ebr_ks_teaser": null, "current_workshift": null, "zColonia_OFSC": null, "ebr_doc_blc": null, "zSMRC": null, "zdate6_metro": null, "zmarca": null, "zciudad": null, "last_mod_dt": "164389", "incorrectly_assigned": "0", "zTypeE": null, "zWorkspaceSolution": null, "zTypeC": null, "fldchange_log": null, "zcheck7_metro": "0", "zTypeA": null, "est_comp_date": null, "reminder_duration": null, "based_on_kd": null, "heat": null, "orig_user_cost_center": null, "zcheck3_metro": "0", "zCI9_Metro": null, "extern_token": null, "zProyecto": null, "target_closed_last": null, "sap_solman": null, "zfecha4": null, "zfecha3": null, "zCheckbox1": "0", "zfecha2": null, "auto_imp": "-1", "zfecha1": null, "zdate20_metro": null, "zCAOFSC_status": null, "zdetacla": null, "zSAPGPV_SubModulo": null, "zCI5_Metro": null, "zIDestacion": null, "severity_prev": null, "zSAPGPV_SubModule": null, "outage_end_time": null, "zstring1_metro": null, "zBeneficiario": null, "cawf_procid": null, "last_mod_by": "1666BB4", "zHolding": null, "impact": "0", "problem": null, "ztiporep": null, "target_closed_count_prev": null, "group_f": null, "zdate9_metro": null, "sla_violation": "0", "zAutorizador": null, "extern_ref_f": null, "resolve_date_f": null, "zFolioPS": null, "error": null, "has_error": false }
## Get Ticket Details
Get ticket details by id.
### Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
| :--------- | :------------------------------------------------------------------------------------------------------------------------------------------------------ | :------- |
| ID | [Jinja-templated](doc:jinja-template) text containing the id of the ticket, This represents persistent_id (without "cr:"). Example: {{id_column_name}}. | Optional |
| Ref Num | [Jinja-templated](doc:jinja-template) text containing the reference number of the ticket. Example: {{ref_num_column_name}}. | Optional |
### Output
A JSON object containing multiple rows of result:
- has_error: True/False
- error: message/null
- result: Ticket Details
``` {json}{
"start_date": null,
"auto_assign": "0",
"zSOC_SubCtg": null,
"zSeguimiento": null,
"zservacep": null,
"sap_xnum": null,
"log_agent_f": null,
"zdate27_metro": null,
"description": "added by aaaa for testing",
"site_sla_attrs": null,
"ebr_search_in": null,
"zICAAut1": null,
"affected_resource": null,
"status_prev": null,
"zInicioEPS": null,
"zdate23_metro": null,
"zAreaPS": null,
"zEstados_OFSC": null,
"zAutorizador_Area": null,
"checkout_time": null,
"zstring8_metro": null,
"sap_state": null,
"zCP_OFSC": null,
"zLocalidad": null,
"zCI1_metro": null,
"resolution_code": null,
"active_prev": null,
"zstring4_metro": null,
"severity": null,
"target_resolved_count_prev": null,
"group": null,
"solution": null,
"summary": "ticket added for test",
"ddeobj": null,
"zdate12_metro": null,
"recursive_f": null,
"log_agent": "1FDC89E71C266bC6C552EBB4",
"ebr_serial_num": null,
"zEscPS": null,
"man_urg": "-1",
"target_start_last": "536",
"zcheck10_metro": "0",
"zdate26_metro": null,
"outage_type": null,
"zMotivoservicio": null,
"sap_msg": null,
"zserviceWindowEnd": null,
"from_incident": null,
"zsolutionCF": null,
"zrootNW": null,
"zstring7_metro": null,
"zdate19_metro": null,
"resolve_date_prev": null,
"urgency": null,
"zinge": null,
"major_incident": "0",
"status": "OP",
"znumvisitas_OFSC": "1",
"zIngRepP": null,
"sap_sftwcomppatch": null,
"zDateETA_SLA_Time": null,
"zGPV_Modulo": null,
"ticket_avoided": null,
"zstring3_metro": null,
"zdate15_metro": null,
"zMunDelCiu_OFSC": null,
"sap_userstatus": null,
"zinventario_OFSC": "0",
"zstring11_metro": null,
"edit_from_play_api": "0",
"caused_by_chg": null,
"zGPV_Proceso": null,
"zvip": null,
"zTicketNetrix": null,
"outage_start_time": null,
"zRaz_camb_status_OFSC": null,
"zdate11_metro": null,
"zDate_cor": null,
"zCR7_metro": null,
"type": "I",
"zvia": null,
"affected_service": null,
"resolution_method": null,
"zDoccheckbox": "0",
"external_system_ticket": null,
"zCAOFSC_dtEndTime": null,
"zRegionU": null,
"zasitio": "0",
"tenant": "040DDFD2635635127BC66569EF9",
"zCR3_metro": null,
"zSolProv": null,
"remote_control_used": "0",
"view_type": null,
"target_hold_last": null,
"zdate2_metro": null,
"zSubtenantNX": null,
"ztipotkt": null,
"zSolPS": null,
"zSolP": null,
"zCAOFSC_dsEmailResource": null,
"zFechaInICA": null,
"zstring18_metro": null,
"zCausaP": null,
"zCompany": null,
"sap_component": null,
"dderun_f": "0",
"ebr_match_type": null,
"zproblem": null,
"zRptMthd": null,
"zdate18_metro": null,
"zstring14_metro": null,
"heat_overlay": "{}",
"sap_status": null,
"charge_back_id": null,
"caextwf_instance_id": null,
"zFechaFinICA": null,
"eval_service": "1",
"zstring10_metro": null,
"zCAOFSC_qtTravelTime": null,
"zbillable": null,
"new_affected_resource": null,
"rootcause": null,
"target_closed_count": "0",
"zIngRPS": null,
"add_workflow_persids": null,
"zCR6_metro": null,
"caused_by_chg_f": null,
"zApp": null,
"impact_prev": null,
"resolvable_at_lower": "0",
"target_resolved_last": null,
"zNodos": null,
"zdate5_metro": null,
"assignee_prev": null,
"zRaz_camb_status_OFSC_WS": null,
"zGPV_String1": null,
"zCR2_metro": null,
"ref_num": "G6-1714",
"from_edit_in_list": "0",
"customer": "1FDC8956356C552EBB4",
"zcheck6_metro": "0",
"parent_f": null,
"zdate1_metro": null,
"zserviceWindowStart": null,
"zTicketCAT": null,
"zDateETA_SLA_WS": null,
"man_imp": "-1",
"zstring17_metro": null,
"zcheck2_metro": "0",
"zCI8_Metro": null,
"target_hold_count": "0",
"event_token": null,
"assignee": "1FDC89E73564C6C552EBB4",
"zCI4_Metro": null,
"time_spent_sum": "0",
"zRespEn": null,
"change": null,
"avoided_by_kd": null,
"zCR9_metro": null,
"ebr_ks_concepts": null,
"zFolioG": null,
"zdate8_metro": null,
"zNomP": null,
"sap_sftwcomp": null,
"mintgt": null,
"zString11": null,
"zString10": null,
"created_via": "3556",
"zcheck9_metro": "0",
"zdate4_metro": null,
"sap_os": null,
"zfactura": "0",
"sap_cprog": null,
"zCausaPS": null,
"zcheck5_metro": "0",
"zSAPGPV_Modulo": null,
"zDate_cir": null,
"sap_client": null,
"zdate22_metro": null,
"zSAPGPV_Module": null,
"edit_from_web": "0",
"zCI7_Metro": null,
"sap_dbsys": null,
"zrca": "0",
"urgency_f": null,
"zCI2": null,
"outage_detail_why": null,
"zFinEPS": null,
"zLineadeNegocio": null,
"init_urg": "-1",
"zPosS": null,
"zRMA": "0",
"outage_detail_who": null,
"zString9": null,
"zString8": null,
"string6": null,
"zString7": null,
"string5": null,
"zString6": null,
"sap_frontend": null,
"string4": null,
"zString5": null,
"string3": null,
"zString4": null,
"string2": null,
"zString3": null,
"string1": null,
"zString2": null,
"zString1": null,
"zEstado_OFSC": null,
"zString0": null,
"actual_comp_date": null,
"zpcatCF": null,
"ebr_fuzziness": null,
"zActLog_OFSC": null,
"category_f": null,
"zcheck8_metro": "0",
"orig_user_organization": null,
"zGPV_SubModulo": null,
"web_url": "http://O56333C002:8080/356?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=3565",
"zdate25_metro": null,
"co_reason": null,
"call_back_date": null,
"prev_workshift": null,
"zUUID_OFSC": null,
"ebr_relevance": null,
"add_sla_persids": null,
"assignee_f": null,
"open_date": "1615314389",
"zdate21_metro": null,
"impact_f": null,
"zSupT": null,
"extern_ref": null,
"zstring6_metro": null,
"outage_reason_desc": null,
"mintime": null,
"zICA_Aprobador_INF_II": null,
"zCausaRaiz": null,
"status_f": null,
"zstring2_metro": null,
"zdate14_metro": null,
"reciptemp": null,
"sap_syshost": null,
"close_date_prev": null,
"zusuariofinal": null,
"template_name": null,
"zCAOFSC_dsClosureNotes": null,
"zdate10_metro": null,
"priority_f": null,
"urgency_prev": null,
"zWBS_OFSC": null,
"category": null,
"zComentarios": null,
"sap_category": null,
"zaccessSchedule": null,
"ebr_search_text": null,
"zaremota": "0",
"ZWorkspaceRC": null,
"zrootCF": null,
"zSMProblema": null,
"znotas": null,
"base_template": null,
"zslaWindowStart": null,
"audit_userid": "1FDC0444C6C552EBB4",
"sap_systyp": null,
"zTorreGrupo3": null,
"zTorreGrupo2": null,
"zTorreGrupo1": null,
"zdate24_metro": null,
"return_to_service": "0",
"id": "55651",
"zstring20_metro": null,
"zstring9_metro": null,
"macro_predicted_violation": "0",
"category_prev": null,
"zDateETA_SLA_DateTime": null,
"zViaAtencion": null,
"zactiserv": null,
"znumero_visita_OFSC": null,
"zuserVIP": null,
"zmodelo": null,
"resolve_date": null,
"zerror": "0",
"zstring5_metro": null,
"zdate17_metro": null,
"sap_sftwcomprel": null,
"zstring13_metro": null,
"zSMConocimiento": null,
"target_hold_count_prev": null,
"needs_beep": "0",
"zRespE": null,
"zsucursal": null,
"zdate13_metro": null,
"active": "1",
"group_prev": null,
"parent": null,
"priority": "25",
"zSOC_Ctg": null,
"sap_priority": null,
"zentiempo": null,
"new_delay_log": null,
"requested_by": null,
"init_imp": "-1",
"support_lev": null,
"zCR5_metro": null,
"zImputable": null,
"zProyectos2": null,
"add_property_persids": null,
"zcheck11_metro": "0",
"znumvisita_OFSC": null,
"zCR1_metro": null,
"zfchvalid": null,
"auto_urg": "-1",
"start_date_f": null,
"close_date_f": null,
"zCAOFSC_startTime": null,
"zEquipo": null,
"zDate_inc": null,
"sap_sysid": null,
"fldchange_log_f": "1",
"zstring16_metro": null,
"zcheck1_metro": "0",
"sap_instance": null,
"saved_f": "1",
"zSMCategoriaL2": null,
"znotasgral": null,
"zSMCategoriaL1": null,
"zsoeid": null,
"zdate16_metro": null,
"close_date": null,
"change_f": null,
"zstring12_metro": null,
"zCI3_Metro": null,
"recip": null,
"init_log_id_f": "5034",
"wf_attr_changed": null,
"zNum_direccion_OFSC": null,
"incident_priority": "0",
"group_flag": "0",
"zIDServ": null,
"zCR8_metro": null,
"active_f": null,
"orig_user_admin_org": null,
"zIngPPS": null,
"zcontratout": "0",
"zGPVDate1": null,
"zdate7_metro": null,
"zCR4_metro": null,
"last_act_id": null,
"pct_service_restored": null,
"priority_prev": null,
"symptom_code": null,
"sap_subject": null,
"znotas_OFSC": null,
"zdate3_metro": null,
"credit_kds": null,
"major_incident_f": null,
"zTorreing3": null,
"zTorreing2": null,
"zTorreing1": null,
"zPC": null,
"zslaWindowEnd": null,
"call_back_flag": "0",
"zstring19_metro": null,
"zcheck4_metro": "0",
"zNomIngP": null,
"status_comment_f": null,
"zfallasolu": null,
"zRMANW": null,
"predicted_sla_violation": "0",
"zstring15_metro": null,
"zCI6_Metro": null,
"audit_userid_f": "1",
"orig_user_dept": null,
"severity_f": null,
"affected_service_f": null,
"target_resolved_count": "0",
"zCI2_Metro": null,
"persistent_id": "cr:579551",
"zNombreV": null,
"znum_visita_OFSC": null,
"zserie": null,
"zNombreR": null,
"call_back_text": null,
"outage_detail_what": null,
"zprsin": "0",
"ebr_ks_teaser": null,
"current_workshift": null,
"zColonia_OFSC": null,
"ebr_doc_blc": null,
"zSMRC": null,
"zdate6_metro": null,
"zmarca": null,
"zciudad": null,
"last_mod_dt": "164389",
"incorrectly_assigned": "0",
"zTypeE": null,
"zWorkspaceSolution": null,
"zTypeC": null,
"fldchange_log": null,
"zcheck7_metro": "0",
"zTypeA": null,
"est_comp_date": null,
"reminder_duration": null,
"based_on_kd": null,
"heat": null,
"orig_user_cost_center": null,
"zcheck3_metro": "0",
"zCI9_Metro": null,
"extern_token": null,
"zProyecto": null,
"target_closed_last": null,
"sap_solman": null,
"zfecha4": null,
"zfecha3": null,
"zCheckbox1": "0",
"zfecha2": null,
"auto_imp": "-1",
"zfecha1": null,
"zdate20_metro": null,
"zCAOFSC_status": null,
"zdetacla": null,
"zSAPGPV_SubModulo": null,
"zCI5_Metro": null,
"zIDestacion": null,
"severity_prev": null,
"zSAPGPV_SubModule": null,
"outage_end_time": null,
"zstring1_metro": null,
"zBeneficiario": null,
"cawf_procid": null,
"last_mod_by": "1666BB4",
"zHolding": null,
"impact": "0",
"problem": null,
"ztiporep": null,
"target_closed_count_prev": null,
"group_f": null,
"zdate9_metro": null,
"sla_violation": "0",
"zAutorizador": null,
"extern_ref_f": null,
"resolve_date_f": null,
"zFolioPS": null,
"error": null,
"has_error": false
}
Update Ticket
Update ticket details by ID.
Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
Input Name | Description | Required |
|---|---|---|
ID | Jinja-templated text containing the id of the ticket, This represents persistent_id (without "cr:"). | |
Example: {{id_column_name}}. | Required | |
Assignee | Jinja-templated text containing the status of the ticket. | |
Example: {{status_column_name}}. | Optional | |
Status | Jinja-templated text containing the status of the ticket. | |
Example: {{status_column_name}}. | Optional | |
Category | Jinja-templated text containing the category of the ticket. | |
Example: {{category_column_name}}. | Optional | |
Other parameters | Jinja-templated text containing a json blob containing the desired parameters to update. | |
Example: {"dup_ticket_num":{{dup_ticket_num}},"resolution_comment":{{resolution_comment}}. | Optional |
Output
A JSON object containing multiple rows of result:
has_error: True/False
error: message/null
result: Ticket Details
``` {json}{ "start_date": null, "auto_assign": "0", "zSOC_SubCtg": null, "zSeguimiento": null, "zservacep": null, "sap_xnum": null, "log_agent_f": null, "zdate27_metro": null, "description": "added by aaaa for testing", "site_sla_attrs": null, "ebr_search_in": null, "zICAAut1": null, "affected_resource": null, "status_prev": null, "zInicioEPS": null, "zdate23_metro": null, "zAreaPS": null, "zEstados_OFSC": null, "zAutorizador_Area": null, "checkout_time": null, "zstring8_metro": null, "sap_state": null, "zCP_OFSC": null, "zLocalidad": null, "zCI1_metro": null, "resolution_code": null, "active_prev": null, "zstring4_metro": null, "severity": null, "target_resolved_count_prev": null, "group": null, "solution": null, "summary": "ticket added for test", "ddeobj": null, "zdate12_metro": null, "recursive_f": null, "log_agent": "1FDC89E71C266bC6C552EBB4", "ebr_serial_num": null, "zEscPS": null, "man_urg": "-1", "target_start_last": "536", "zcheck10_metro": "0", "zdate26_metro": null, "outage_type": null, "zMotivoservicio": null, "sap_msg": null, "zserviceWindowEnd": null, "from_incident": null, "zsolutionCF": null, "zrootNW": null, "zstring7_metro": null, "zdate19_metro": null, "resolve_date_prev": null, "urgency": null, "zinge": null, "major_incident": "0", "status": "OP", "znumvisitas_OFSC": "1", "zIngRepP": null, "sap_sftwcomppatch": null, "zDateETA_SLA_Time": null, "zGPV_Modulo": null, "ticket_avoided": null, "zstring3_metro": null, "zdate15_metro": null, "zMunDelCiu_OFSC": null, "sap_userstatus": null, "zinventario_OFSC": "0", "zstring11_metro": null, "edit_from_play_api": "0", "caused_by_chg": null, "zGPV_Proceso": null, "zvip": null, "zTicketNetrix": null, "outage_start_time": null, "zRaz_camb_status_OFSC": null, "zdate11_metro": null, "zDate_cor": null, "zCR7_metro": null, "type": "I", "zvia": null, "affected_service": null, "resolution_method": null, "zDoccheckbox": "0", "external_system_ticket": null, "zCAOFSC_dtEndTime": null, "zRegionU": null, "zasitio": "0", "tenant": "040DDFD2635635127BC66569EF9", "zCR3_metro": null, "zSolProv": null, "remote_control_used": "0", "view_type": null, "target_hold_last": null, "zdate2_metro": null, "zSubtenantNX": null, "ztipotkt": null, "zSolPS": null, "zSolP": null, "zCAOFSC_dsEmailResource": null, "zFechaInICA": null, "zstring18_metro": null, "zCausaP": null, "zCompany": null, "sap_component": null, "dderun_f": "0", "ebr_match_type": null, "zproblem": null, "zRptMthd": null, "zdate18_metro": null, "zstring14_metro": null, "heat_overlay": "{}", "sap_status": null, "charge_back_id": null, "caextwf_instance_id": null, "zFechaFinICA": null, "eval_service": "1", "zstring10_metro": null, "zCAOFSC_qtTravelTime": null, "zbillable": null, "new_affected_resource": null, "rootcause": null, "target_closed_count": "0", "zIngRPS": null, "add_workflow_persids": null, "zCR6_metro": null, "caused_by_chg_f": null, "zApp": null, "impact_prev": null, "resolvable_at_lower": "0", "target_resolved_last": null, "zNodos": null, "zdate5_metro": null, "assignee_prev": null, "zRaz_camb_status_OFSC_WS": null, "zGPV_String1": null, "zCR2_metro": null, "ref_num": "G6-1714", "from_edit_in_list": "0", "customer": "1FDC8956356C552EBB4", "zcheck6_metro": "0", "parent_f": null, "zdate1_metro": null, "zserviceWindowStart": null, "zTicketCAT": null, "zDateETA_SLA_WS": null, "man_imp": "-1", "zstring17_metro": null, "zcheck2_metro": "0", "zCI8_Metro": null, "target_hold_count": "0", "event_token": null, "assignee": "1FDC89E73564C6C552EBB4", "zCI4_Metro": null, "time_spent_sum": "0", "zRespEn": null, "change": null, "avoided_by_kd": null, "zCR9_metro": null, "ebr_ks_concepts": null, "zFolioG": null, "zdate8_metro": null, "zNomP": null, "sap_sftwcomp": null, "mintgt": null, "zString11": null, "zString10": null, "created_via": "3556", "zcheck9_metro": "0", "zdate4_metro": null, "sap_os": null, "zfactura": "0", "sap_cprog": null, "zCausaPS": null, "zcheck5_metro": "0", "zSAPGPV_Modulo": null, "zDate_cir": null, "sap_client": null, "zdate22_metro": null, "zSAPGPV_Module": null, "edit_from_web": "0", "zCI7_Metro": null, "sap_dbsys": null, "zrca": "0", "urgency_f": null, "zCI2": null, "outage_detail_why": null, "zFinEPS": null, "zLineadeNegocio": null, "init_urg": "-1", "zPosS": null, "zRMA": "0", "outage_detail_who": null, "zString9": null, "zString8": null, "string6": null, "zString7": null, "string5": null, "zString6": null, "sap_frontend": null, "string4": null, "zString5": null, "string3": null, "zString4": null, "string2": null, "zString3": null, "string1": null, "zString2": null, "zString1": null, "zEstado_OFSC": null, "zString0": null, "actual_comp_date": null, "zpcatCF": null, "ebr_fuzziness": null, "zActLog_OFSC": null, "category_f": null, "zcheck8_metro": "0", "orig_user_organization": null, "zGPV_SubModulo": null, "web_url": "http://O56333C002:8080/356?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=3565", "zdate25_metro": null, "co_reason": null, "call_back_date": null, "prev_workshift": null, "zUUID_OFSC": null, "ebr_relevance": null, "add_sla_persids": null, "assignee_f": null, "open_date": "1615314389", "zdate21_metro": null, "impact_f": null, "zSupT": null, "extern_ref": null, "zstring6_metro": null, "outage_reason_desc": null, "mintime": null, "zICA_Aprobador_INF_II": null, "zCausaRaiz": null, "status_f": null, "zstring2_metro": null, "zdate14_metro": null, "reciptemp": null, "sap_syshost": null, "close_date_prev": null, "zusuariofinal": null, "template_name": null, "zCAOFSC_dsClosureNotes": null, "zdate10_metro": null, "priority_f": null, "urgency_prev": null, "zWBS_OFSC": null, "category": null, "zComentarios": null, "sap_category": null, "zaccessSchedule": null, "ebr_search_text": null, "zaremota": "0", "ZWorkspaceRC": null, "zrootCF": null, "zSMProblema": null, "znotas": null, "base_template": null, "zslaWindowStart": null, "audit_userid": "1FDC0444C6C552EBB4", "sap_systyp": null, "zTorreGrupo3": null, "zTorreGrupo2": null, "zTorreGrupo1": null, "zdate24_metro": null, "return_to_service": "0", "id": "55651", "zstring20_metro": null, "zstring9_metro": null, "macro_predicted_violation": "0", "category_prev": null, "zDateETA_SLA_DateTime": null, "zViaAtencion": null, "zactiserv": null, "znumero_visita_OFSC": null, "zuserVIP": null, "zmodelo": null, "resolve_date": null, "zerror": "0", "zstring5_metro": null, "zdate17_metro": null, "sap_sftwcomprel": null, "zstring13_metro": null, "zSMConocimiento": null, "target_hold_count_prev": null, "needs_beep": "0", "zRespE": null, "zsucursal": null, "zdate13_metro": null, "active": "1", "group_prev": null, "parent": null, "priority": "25", "zSOC_Ctg": null, "sap_priority": null, "zentiempo": null, "new_delay_log": null, "requested_by": null, "init_imp": "-1", "support_lev": null, "zCR5_metro": null, "zImputable": null, "zProyectos2": null, "add_property_persids": null, "zcheck11_metro": "0", "znumvisita_OFSC": null, "zCR1_metro": null, "zfchvalid": null, "auto_urg": "-1", "start_date_f": null, "close_date_f": null, "zCAOFSC_startTime": null, "zEquipo": null, "zDate_inc": null, "sap_sysid": null, "fldchange_log_f": "1", "zstring16_metro": null, "zcheck1_metro": "0", "sap_instance": null, "saved_f": "1", "zSMCategoriaL2": null, "znotasgral": null, "zSMCategoriaL1": null, "zsoeid": null, "zdate16_metro": null, "close_date": null, "change_f": null, "zstring12_metro": null, "zCI3_Metro": null, "recip": null, "init_log_id_f": "5034", "wf_attr_changed": null, "zNum_direccion_OFSC": null, "incident_priority": "0", "group_flag": "0", "zIDServ": null, "zCR8_metro": null, "active_f": null, "orig_user_admin_org": null, "zIngPPS": null, "zcontratout": "0", "zGPVDate1": null, "zdate7_metro": null, "zCR4_metro": null, "last_act_id": null, "pct_service_restored": null, "priority_prev": null, "symptom_code": null, "sap_subject": null, "znotas_OFSC": null, "zdate3_metro": null, "credit_kds": null, "major_incident_f": null, "zTorreing3": null, "zTorreing2": null, "zTorreing1": null, "zPC": null, "zslaWindowEnd": null, "call_back_flag": "0", "zstring19_metro": null, "zcheck4_metro": "0", "zNomIngP": null, "status_comment_f": null, "zfallasolu": null, "zRMANW": null, "predicted_sla_violation": "0", "zstring15_metro": null, "zCI6_Metro": null, "audit_userid_f": "1", "orig_user_dept": null, "severity_f": null, "affected_service_f": null, "target_resolved_count": "0", "zCI2_Metro": null, "persistent_id": "cr:579551", "zNombreV": null, "znum_visita_OFSC": null, "zserie": null, "zNombreR": null, "call_back_text": null, "outage_detail_what": null, "zprsin": "0", "ebr_ks_teaser": null, "current_workshift": null, "zColonia_OFSC": null, "ebr_doc_blc": null, "zSMRC": null, "zdate6_metro": null, "zmarca": null, "zciudad": null, "last_mod_dt": "164389", "incorrectly_assigned": "0", "zTypeE": null, "zWorkspaceSolution": null, "zTypeC": null, "fldchange_log": null, "zcheck7_metro": "0", "zTypeA": null, "est_comp_date": null, "reminder_duration": null, "based_on_kd": null, "heat": null, "orig_user_cost_center": null, "zcheck3_metro": "0", "zCI9_Metro": null, "extern_token": null, "zProyecto": null, "target_closed_last": null, "sap_solman": null, "zfecha4": null, "zfecha3": null, "zCheckbox1": "0", "zfecha2": null, "auto_imp": "-1", "zfecha1": null, "zdate20_metro": null, "zCAOFSC_status": null, "zdetacla": null, "zSAPGPV_SubModulo": null, "zCI5_Metro": null, "zIDestacion": null, "severity_prev": null, "zSAPGPV_SubModule": null, "outage_end_time": null, "zstring1_metro": null, "zBeneficiario": null, "cawf_procid": null, "last_mod_by": "1666BB4", "zHolding": null, "impact": "0", "problem": null, "ztiporep": null, "target_closed_count_prev": null, "group_f": null, "zdate9_metro": null, "sla_violation": "0", "zAutorizador": null, "extern_ref_f": null, "resolve_date_f": null, "zFolioPS": null, "error": null, "has_error": false }
## Add comment by ID
Add comment to a ticket by ID.
### Input Field
Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.
| Input Name | Description | Required |
| :----------- | :-------------------------------------------------------------------------------------------------------------------------------- | :------- |
| ID | Jinja-templated text containing the id of the ticket, This represents persistent_id (without "cr:"). Example: {{id_column_name}}. | Required |
| Comment Text | Jinja-templated text containing the comment text of the ticket. Example: {{comment_text_column_name}}. | Required |
### Output
A JSON object containing multiple rows of result:
- has_error: True/False
- error: message/null
- result: Ticket Details
``` {json}{
"start_date": null,
"auto_assign": "0",
"zSOC_SubCtg": null,
"zSeguimiento": null,
"zservacep": null,
"sap_xnum": null,
"log_agent_f": null,
"zdate27_metro": null,
"description": "added by aaaa for testing",
"site_sla_attrs": null,
"ebr_search_in": null,
"zICAAut1": null,
"affected_resource": null,
"status_prev": null,
"zInicioEPS": null,
"zdate23_metro": null,
"zAreaPS": null,
"zEstados_OFSC": null,
"zAutorizador_Area": null,
"checkout_time": null,
"zstring8_metro": null,
"sap_state": null,
"zCP_OFSC": null,
"zLocalidad": null,
"zCI1_metro": null,
"resolution_code": null,
"active_prev": null,
"zstring4_metro": null,
"severity": null,
"target_resolved_count_prev": null,
"group": null,
"solution": null,
"summary": "ticket added for test",
"ddeobj": null,
"zdate12_metro": null,
"recursive_f": null,
"log_agent": "1FDC89E71C266bC6C552EBB4",
"ebr_serial_num": null,
"zEscPS": null,
"man_urg": "-1",
"target_start_last": "536",
"zcheck10_metro": "0",
"zdate26_metro": null,
"outage_type": null,
"zMotivoservicio": null,
"sap_msg": null,
"zserviceWindowEnd": null,
"from_incident": null,
"zsolutionCF": null,
"zrootNW": null,
"zstring7_metro": null,
"zdate19_metro": null,
"resolve_date_prev": null,
"urgency": null,
"zinge": null,
"major_incident": "0",
"status": "OP",
"znumvisitas_OFSC": "1",
"zIngRepP": null,
"sap_sftwcomppatch": null,
"zDateETA_SLA_Time": null,
"zGPV_Modulo": null,
"ticket_avoided": null,
"zstring3_metro": null,
"zdate15_metro": null,
"zMunDelCiu_OFSC": null,
"sap_userstatus": null,
"zinventario_OFSC": "0",
"zstring11_metro": null,
"edit_from_play_api": "0",
"caused_by_chg": null,
"zGPV_Proceso": null,
"zvip": null,
"zTicketNetrix": null,
"outage_start_time": null,
"zRaz_camb_status_OFSC": null,
"zdate11_metro": null,
"zDate_cor": null,
"zCR7_metro": null,
"type": "I",
"zvia": null,
"affected_service": null,
"resolution_method": null,
"zDoccheckbox": "0",
"external_system_ticket": null,
"zCAOFSC_dtEndTime": null,
"zRegionU": null,
"zasitio": "0",
"tenant": "040DDFD2635635127BC66569EF9",
"zCR3_metro": null,
"zSolProv": null,
"remote_control_used": "0",
"view_type": null,
"target_hold_last": null,
"zdate2_metro": null,
"zSubtenantNX": null,
"ztipotkt": null,
"zSolPS": null,
"zSolP": null,
"zCAOFSC_dsEmailResource": null,
"zFechaInICA": null,
"zstring18_metro": null,
"zCausaP": null,
"zCompany": null,
"sap_component": null,
"dderun_f": "0",
"ebr_match_type": null,
"zproblem": null,
"zRptMthd": null,
"zdate18_metro": null,
"zstring14_metro": null,
"heat_overlay": "{}",
"sap_status": null,
"charge_back_id": null,
"caextwf_instance_id": null,
"zFechaFinICA": null,
"eval_service": "1",
"zstring10_metro": null,
"zCAOFSC_qtTravelTime": null,
"zbillable": null,
"new_affected_resource": null,
"rootcause": null,
"target_closed_count": "0",
"zIngRPS": null,
"add_workflow_persids": null,
"zCR6_metro": null,
"caused_by_chg_f": null,
"zApp": null,
"impact_prev": null,
"resolvable_at_lower": "0",
"target_resolved_last": null,
"zNodos": null,
"zdate5_metro": null,
"assignee_prev": null,
"zRaz_camb_status_OFSC_WS": null,
"zGPV_String1": null,
"zCR2_metro": null,
"ref_num": "G6-1714",
"from_edit_in_list": "0",
"customer": "1FDC8956356C552EBB4",
"zcheck6_metro": "0",
"parent_f": null,
"zdate1_metro": null,
"zserviceWindowStart": null,
"zTicketCAT": null,
"zDateETA_SLA_WS": null,
"man_imp": "-1",
"zstring17_metro": null,
"zcheck2_metro": "0",
"zCI8_Metro": null,
"target_hold_count": "0",
"event_token": null,
"assignee": "1FDC89E73564C6C552EBB4",
"zCI4_Metro": null,
"time_spent_sum": "0",
"zRespEn": null,
"change": null,
"avoided_by_kd": null,
"zCR9_metro": null,
"ebr_ks_concepts": null,
"zFolioG": null,
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}
Release Notes
v3.0.0- Updated architecture to support IO via filesystem