External Ticket ID - Add via REST | Archive

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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?

Tom_Lasswell

Posted 9 years ago·Last reply 9 years ago

3 comments

Sarah_Terry

·9 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

Tom_Lasswell

OP9 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

·9 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