Input context for ticket gateway actions

The following doc contains input context available for each ticket gateway actions. Refer to the configuration guide to learn how to use it.

Requestor info is a class in Moveworks which stores the end users details. This allows you fetch ITSM related information for that user.

Example :

{
   "requestor_info": {
      "requestor": {
         "full_name": "Molly Agent",
         "user_id_info": {
            "user_itsm_id_info": [
               {
                  "system": "MANAGE_ENGINE",
                  "external_id": "158691000000201918",
                  "integration_id": "manage_engine"
               }
            ]
         }
      },
      "org": {
         "name": "{{org_name}}"
      }
   }
}

Create ticket action

{
	requestor_info: {
	User requestor; 
  string requestor_record_id;
	},
	payload: {
	string short_description;
	string description;
	//If you are using Rich ticket filing the fields will be made avialable under this payload
	}
}

b. Query ticket by id

{
	requestor_info: {
	User requestor; 
  string requestor_record_id;
	}
	string ticket_id;
}

c. Query ticket by requestor

{
  requestor_info:{
   User requestor;
  }
  string start_time;
  string end_time;
  string ticket_type;
}

d. Query ticket by time-range

{
  requestor_info:{
   User requestor;
  }
  string start_time;
  string end_time;
	string ticket_type;
}

e. Update state

{
	requestor_info: {
	User requestor;
	},
	string ticket_id;
	string ticket_state;
}

f. Add work-note

{
	requestor_info: {
	User requestor;},
	string ticket_id;
	string work_note;
}

g. Add comment

{
	requestor_info: {
	User requestor;},
	string ticket_id;
	string comment;
}

h. Add attachment

{
	//todo- dheeraj
}

I. Resolve ticket

{
 requestor_info : {
	User requestor;
}, 
  string ticket_id; 
}

J. Reopen ticket

{
 requestor_info : {
	User requestor;
}, 
 string ticket_id; 
}

K. Update fields

{
 string ticket_id;
 map<string, string> fields;
 requestor_info : {
	User requestor;
}
}

L. Update assignment

{
string ticket_id;
string assignee_id;
string assignment_group;
requestor_info : {
	User requestor;
}