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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: 

cc_email              : @{cc_emails=System.Object[]; fwd_emails=System.Object[]; reply_cc=System.Object[]; tkt_cc=System.Object[]}


created_at            : 2018-10-10T14:38:22-05:00


deleted               : False


department_id_value   : 


display_id            : 12250


due_by                : 2018-10-11T14:38:22-05:00


email_config_id       : 


frDueBy               : 2018-10-11T13:38:22-05:00


fr_escalated          : False


group_id              : 


id                    : 3009609626


impact                : 1


isescalated           : False


notes                 : {}


owner_id              : 


priority              : 2


requester_id          : 3001021664


responder_id          : 


source                : 2


spam                  : False


status                : 2


subject               : Request for Aaron Ebertowski : ONBOARDING:  Create New Customer


ticket_type           : Service Request


to_email              : 


updated_at            : 2018-10-10T14:38:22-05:00


urgency               : 1


description           : 


description_html      : 


status_name           : Open


requester_status_name : Being Processed


priority_name         : Medium


source_name           : Portal


requester_name        : Aaron Ebertowski


responder_name        : No Agent


to_emails             : 


department_name       : IT Company


assoc_problem_id      : 


assoc_change_id       : 


assoc_change_cause_id : 


assoc_asset_id        : 


urgency_name          : Low


impact_name           : Low


attachments           : {}


custom_field          : 


tags                  : {@{name=Create New Customer}}

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.

image


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

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



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


Hi Thushan,


thanks alot, works perfectly.


br,

carsten



This helped me. I couldn't find any information on this in the API documentation.



Does anyone have any documentation on updating these items via the API?



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. 



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!

Hi, I came across this thread looking for a similar answer. So are you saying then, that it is possible to create a service request using the API, but you cannot then update or close that service request via the API?

I know this thread is a year old, but I’m using the v2 api and I’m surprised, the v2 documentation doesn’t provide anything towards being able to update, so I’m assuming that a year since the post above, it’s still not made it’s way in? Any idea when it will be please?

 

thanks.

 

anyone know what is the common key (id) that links the ticket and its service items ?

I should rephrase my question:

Is there a single API call that can retrieve all requested items for ALL tickets ?

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