Forum Discussion

Tom_Lasswell's avatar
Tom_Lasswell
8 years ago

External Ticket ID - Add via REST

LM Team, 

I am hoping there's an easy way to do this already. I'm looking to update the externalticketid via a REST API call vs an integration. Is this possible with the alerts REST APIs? 

  • Sarah_Terry's avatar
    Sarah_Terry
    Icon for Product Manager rankProduct Manager
    8 years ago

    Hi Tom,

    You can certainly get the external ticket id associated with an alert via REST API, but updating may be trickier.  Can you provide a bit more context re your use case on this one?

    Thanks,

    Sarah

  • Tom_Lasswell's avatar
    Tom_Lasswell
    8 years ago

    I don't use the built in integrations to create tickets in our ticketing system, I use an external script that polls for alerts and actively updates tickets with additional data. 

    Currently I use the acknowledge to say a ticket has been created but I like the idea of leaving them unacknowledged with just a note, however this poses some level of issue for what's already had a ticket created. I was hoping to use the externalticketid reference for this. However, I can just use the ackcomment field and that would work. 

    I could also possibly investigate using an integration for the initial ticket update, but i lose a level of automation that way. It would also require an integration to be created for every one of my clients. 

  • Sarah_Terry's avatar
    Sarah_Terry
    Icon for Product Manager rankProduct Manager
    8 years ago

    Hi Tom -

    Thanks, that makes sense.  There isn't currently a method for setting the external ticket id outside of an integration - that's all specific to our integration logic.  We can consider it for future improvement, however.

    Thanks,

    Sarah