***

title: ManageEngine Ticketing Integration Overview
position: 2
excerpt: ''
deprecated: false
hidden: false
metadata:
title: ''
description: ''
robots: index
next:
description: ''
---------------

## File Tickets

![](https://files.readme.io/52fb36b-small-Untitled_-_2023-05-03T105216.836.png)

### Behind the scenes

When the employee wants help with an issue that doesn’t ticket, Moveworks will provide the user utterance as the `subject` and `description`.

```
curl --location --request POST '{{base_url}}/api/v3/requests' \
--header 'Authorization: {{auth-token}}' \
--data-urlencode 'input_data={"request":{"subject":  "Test ticket creation", "name": "I am having issues with my laptop", "id": "{{requestor_id}}"}}'

```

Optionally, the end-employees can choose to provide more details to the ticket & attachments, those will be served via the `description`.

The optional `Attachments` are added via a different endpoint.

```
curl --location --request POST '{{base_url}}/api/v3/requests/{{request_id}}/_uploads' \
--header 'Authorization: {{auth-token}}' \
--header 'Content-Type: multipart/form-data' \
--form 'addtoattachment="true"' \
--form 'filename=@"{{attachment_url}}"'
```

## Ticket Notifications

Your users will also receive ticket notifications when:

### Comment added to a ticket

![](https://files.readme.io/d7bbcf1-small-Untitled_-_2023-05-03T105840.631.png)

### Ticket is closed

![](https://files.readme.io/18eb9c8-small-Untitled_-_2023-05-03T110210.744.png)

### Ticket Nudges

Our ticket nudge skill works to ensure that tickets are not lost in the shuffle by checking for ticket updates every 10 seconds. They are delivered when:\
• Ticket state is New or In Progress\
• Ticket has had no employee-facing comments for 3 days

**Example end-employee notification nudge**

![](https://files.readme.io/fa8622c-small-Untitled_-_2023-05-02T160616.844.png)

## View Tickets

Employees can check status of their tickets in real-time. We support the following query patterns:

* View List of Tickets by Check Status

* View Ticket by Subject Matter\
  ![](https://files.readme.io/32e9f2d-small-Untitled_-_2023-05-02T142404.513.png)
  ```
  curl --location --request GET '{{base_url}}/api/v3/requests?input_data={"list_info":{"search_fields": {"requester.id":  "{{requester_id}}"}}}' \
  --header 'Authorization: {{auth-token}}'
  ```

* View Ticket by Ticket Number\
  ![](https://files.readme.io/0132d81-small-Untitled_-_2023-05-02T142543.254.png)
  ```
  curl --location --request GET '{{base_url}}/api/v3/requests/{{request_id}}' \
  --header 'Authorization: {{auth-token}}'
  ```

## Add comments to tickets

![](https://files.readme.io/0a91386-small-Untitled_-_2023-05-03T110552.850.png)

### Behind the scenes

When the employee adds comment to a ticket, we will comment on behalf of the Moveworks accounts & add it as a `note` and set the status of the ticket to `Open`.

```
curl --location --request POST '{{base_url}}/api/v3/requests/{{request_id}}/notes?input_data={"request_note":{"description":  "My VPN server is AWS.213.4 and facing security permission issues, please add me to the roster.", "show_to_requester": true}}' \
--header 'Authorization: {{auth-token}}'
```

## Close Tickets

![](https://files.readme.io/47751fb-small-Untitled_-_2023-05-03T110856.974.png)

### Behind the scenes

When the employee closes a ticket, we will call the /close endpoint that sets the ticket status to `Closed` and provide a default `solution` into the ticket.

```
curl --location --request PUT '{{base_url}}/api/v3/requests/{{request_id}}/notes?input_data={"request": {"closure_info": {"requester_ack_resolution": true, "closure_code": { "name": "success"}}}}' \
--header 'Authorization: {{auth-token}}'
```

## Reopen Tickets

When the employee asks to re-open their ticket, they can always do so in-chat, Moveworks will set the ticket status to `Open` to reopen it.

![](https://files.readme.io/838a03f-small-Untitled_-_2023-05-01T112007.759.png)

```
curl --location --request POST '{{base_url}}/api/v3/requests/{{request_id}}/notes?input_data={"request": {"status": {"name": "Open"}}}' \
--header 'Authorization: {{auth-token}}'
```