Workflow API Call to Obtain Ticket Description

Good morning:

I have looked over the Web API for workflows and it seems that there is no method for obtaining a ticket's description.

I want to create a workflow that will reassign tickets to other applications if they have particular keywords in their descriptions, and close them if they do not have the keyword. I would like to ask if this is possible using the Web API, or perhaps a Python integration?

Thank you.

Tags workflow web-api conditional-assignment
Asked by Anderson Hanchett on Wed 3/9/22 1:24 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Wed 3/9/22 1:58 PM

Hello Anderson,

The native TDX workflow web service methods, in conjunction with API endpoints, do not have an ability to parse the contents of certain ticket fields for values. You would have to likely either send the ticket to an outside system so it can analyze the ticket's contents, or utilize webhooks to facilitate the "sending" of the ticket to another system (ie that system will receive the webhook on the ticket create event, check the ticket's values based on how you write the script to ensure it contains the proper keyword in the Description property's value, then modify the ticket if it does not have said keywords via a PATCH call to close it.

If it does have said keywords, use the POST TDWebApi/api/{appId}/tickets/{id}/application endpoint to move the ticket to another ticket app automatically.

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