First, I can connect to the API and that works great. I'm able to pull ticket details, but I'd like to use the information collected to execute some immediate remediation to an incident, or, as I'm trying to do now, use the data collected from the Service Catalog to automate a deployment.
As I said, I'm able to query the API and get ticket details. They come back as follows:
So here's my conundrum: I want the information collected from this service request. It asks for two (2) fields. I would like both so that I can unify them across our collection of tools.
The Customer Name and Customer Identifier fields are pretty big deals for us. If we can't pull that out of our ticketing system, then we have to ask what the purpose of that ticketing system is.
Best Answer
T
Thushan Bakthesenan
said
over 2 years ago
Hi Carsten,
The below command should help you to get the Data you are looking for,
we are having exactly the same problem. The api is working just fine and we can GET tickets, catalog items and so on no problem so far.
We need to work with data from onboarding service requests by api but are also unable to get this data from the corresbonding tickets using a request like this.
"/helpdesk/tickets/[id].json
the reply looks similar to the one above but does not hold any of the requested item information.
your suggestion only returns information regarding the service catalog but not about a certain ticket created using a service catalog request form.
i´m fairly new to curl. am i missing something obvious here?
thanks in advance
br
Carsten
Thushan Bakthesenan
said
over 2 years ago
Answer
Hi Carsten,
The below command should help you to get the Data you are looking for,
This helped me. I couldn't find any information on this in the API documentation.
D
Daniel
said
over 1 year ago
Does anyone have any documentation on updating these items via the API?
1 person likes this
S
Sid Emory
said
over 1 year ago
I am looking for more information on Service Requests with the V1 API as well. I have a ticket opened. If I find anything out I'll post it here.
Vaishali Pillai
said
over 1 year ago
Hi all,
I am afraid that we do not support PUT(Update) payload for service item. We are working towards enhancing API V2. I will have this request forwarded to the Product team and will have this thread updated on further updates.
For POST request you could refer to this document which should help you out.
Aaron Ebertowski
First, I can connect to the API and that works great. I'm able to pull ticket details, but I'd like to use the information collected to execute some immediate remediation to an incident, or, as I'm trying to do now, use the data collected from the Service Catalog to automate a deployment.
As I said, I'm able to query the API and get ticket details. They come back as follows:
So here's my conundrum: I want the information collected from this service request. It asks for two (2) fields. I would like both so that I can unify them across our collection of tools.
The Customer Name and Customer Identifier fields are pretty big deals for us. If we can't pull that out of our ticketing system, then we have to ask what the purpose of that ticketing system is.
Hi Carsten,
The below command should help you to get the Data you are looking for,
curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/helpdesk/tickets/[display_id]/requested_items.json
1 person has this question
Thushan Bakthesenan
Hi Aaron,
Sorry for missing this thread.
You can make use of API for the Service item and this should help you pull the service item details.
Sample code,
curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/catalog/items/[display_id].json
MisterSpex
Hi Thushan,
we are having exactly the same problem. The api is working just fine and we can GET tickets, catalog items and so on no problem so far.
We need to work with data from onboarding service requests by api but are also unable to get this data from the corresbonding tickets using a request like this.
"/helpdesk/tickets/[id].json
the reply looks similar to the one above but does not hold any of the requested item information.
your suggestion only returns information regarding the service catalog but not about a certain ticket created using a service catalog request form.
i´m fairly new to curl. am i missing something obvious here?
thanks in advance
br
Carsten
Thushan Bakthesenan
Hi Carsten,
The below command should help you to get the Data you are looking for,
curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/helpdesk/tickets/[display_id]/requested_items.json
2 people like this
MisterSpex
Hi Thushan,
thanks alot, works perfectly.
br,
carsten
Jason Alban
This helped me. I couldn't find any information on this in the API documentation.
Daniel
Does anyone have any documentation on updating these items via the API?
1 person likes this
Sid Emory
I am looking for more information on Service Requests with the V1 API as well. I have a ticket opened. If I find anything out I'll post it here.
Vaishali Pillai
Hi all,
I am afraid that we do not support PUT(Update) payload for service item. We are working towards enhancing API V2. I will have this request forwarded to the Product team and will have this thread updated on further updates.
For POST request you could refer to this document which should help you out.
Happy supporting!