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Update Ticket

Updates a request ticket.

Basic Parameters​

ParameterDescription
AssigneeThe technician assigned to be assigned to the request.
Description-
Priority-
Requester-
Status-
Subject-
Ticket IDThe ticket request ID.

Advanced Parameters​

ParameterDescription
Impact DetailsThe impact of the requested ticket.
ResolutionResolution suggested for the request.

Example Output​

{
    "request": {
        "is_first_response_overdue": false,
        "impact_details": null,
        "impact": {
            "id": "1",
            "name": "High"
        },
        "urgency": {
            "id": "2",
            "name": "High"
        },
        "level": {
            "id": "4",
            "name": "Tier 4"
        },
        "description": "I am unable to fetch mails from the mail server",
        "priority": {
            "id": "4",
            "color": "#ff0000",
            "name": "High"
        },
        "sla": null,
        "template": {
            "id": "36",
            "name": "Request to start the process associated to a new hire"
        },
        "created_by": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "requester": {
            "id": "4",
            "name": "administrator",
            "email_id": null
        },
        "first_response_due_by_time": null,
        "service_category": {
            "id": "8",
            "name": "User Management"
        },
        "is_reopened": false,
        "status": {
            "id": "3",
            "color": "#006600",
            "name": "Closed"
        },
        "approval_status": null,
        "email_cc": [],
        "due_by_time": null,
        "closure_info": {
            "closure_code": {
                "id": "3",
                "name": "Canceled"
            },
            "requester_ack_comments": null,
            "closure_comments": null,
            "requester_ack_resolution": true
        },
        "is_trashed": false,
        "request_template_task_ids": [],
        "assets": [],
        "category": {
            "id": "11",
            "name": "Operating System"
        },
        "editor": {
            "id": "5",
            "name": "Shawn Adams",
            "email_id": null
        },
        "time_elapsed": {
            "display_value": "0hrs 0min",
            "value": "2086"
        },
        "on_behalf_of": null,
        "is_service_request": true,
        "assigned_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126045447"
        },
        "technician": {
            "id": "6",
            "name": "Heather Graham",
            "email_id": "heather.g@zoho.com"
        },
        "request_type": {
            "id": "2",
            "name": "Request For Information"
        },
        "subject": "Unable to fetch mails",
        "department": null,
        "udf_fields": {
            "udf_date_601": {
                "display_value": "Mar 9, 2017 04:36 PM",
                "value": "1489057560000"
            },
            "udf_pick_20": "Admin",
            "udf_mline_314": "USA",
            "udf_pick_44": "Heather Graham",
            "udf_long_367": "123654789",
            "udf_sline_25": "5 th floor",
            "udf_sline_26": "6th floor",
            "udf_decimal_42": "124.00"
        },
        "resolution": null,
        "mode": {
            "id": "2",
            "name": "Web Form"
        },
        "id": "120",
        "resolved_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126047225"
        },
        "responded_time": null,
        "attachments": [],
        "completed_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126047225"
        },
        "site": null,
        "email_ids_to_notify": [
            "heather.g@zoho.com"
        ],
        "is_fcr": false,
        "is_overdue": false,
        "email_to": [],
        "last_updated_time": null,
        "subcategory": {
            "id": "24",
            "name": "Mac OS X"
        },
        "item": null,
        "created_time": {
            "display_value": "Mar 10, 2017 11:37 AM",
            "value": "1489126045139"
        },
        "group": {
            "id": "1",
            "name": "Hardware Problems"
        }
    },
    "response_status": {
        "status_code": 2000,
        "status": "success"
    }
}

Workflow Library Example​

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