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Update an existing ticket by its ID.
External DocumentationTo learn more, visit the Datto Autotask documentation.

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Basic Parameters

ParameterDescription
Company IDThe ID of the company of the ticket. Cannot be changed if the ticket has an associated and posted TimeEntry, TicketCharge, or Expense.
DescriptionThe description of the ticket.
Due Date TimeThe due date and time for the ticket.

This field may be required depending on the ticket’s category configuration:
* If the ticket category specifies only a due date or only a due time, this field becomes required and must be supplied.
* If the ticket category (or the user’s default ticket category) has both due date and due time configured, this field is optional.

When a ticket is created from a Datto RMM alert and the category defines a default due date/time, Autotask will override the alert’s Due Date Time and apply the category’s default.
IDThe id of the ticket to update.
Impersonation Resource IDThe Autotask resource ID to impersonate when performing API requests. Use this when you need to act on behalf of a specific Autotask user.
PriorityThe priority of the ticket.

Note: If the current priority is inactive, update is allowed if the priority value is not changed, or if priority is changed to an active value.
Queue IDThe ID of the queue to assign to the ticket. This parameter is required in cases where the ticket’s category and its Queue is Required setting:

* If the category requires a queue Always, this field must be provided.
* If the category requires a queue Never, this field is optional.
* If the category requires a queue Required When Primary Resource ID Blank, the API will require either Queue ID or Resource ID — and will return an error if both are empty.
StatusThe status of the ticket.
TitleThe title of the ticket.

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Advanced Parameters

ParameterDescription
Additional ParametersA JSON object for additional body parameters. Values specified in this parameter will override equivalent parameters.

For example:
{
    “first_key”: 12345,
    “second_key”: “some_value”
}
The object must follow the vendor’s structure as defined in the API documentation.
Estimated HoursThe number of hours estimated to finish with the ticket.
Issue TypeThe type of the issue that is assigned to the ticket.

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Example Output

{
	"itemId": "{Item ID}"
}

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Workflow Library Example

Update Ticket with Datto Autotask and Send Results Via Email
Workflow LibraryPreview this Workflow on desktop