Update ticket

How the Update ticket action changes the status, priority, or comments of a case, and when the step fails.

Update ticket changes the status or priority of an existing case or adds a comment to it, for example to close a case after a successful fix. The device doesn't need to be online.

Configuration fields

Field	Type	Required	Default	Description
Ticket	text	Yes	—	Internal ID of the case. Supports variables `${{ … }}`. The easiest way is to insert the `ticketId` output of an earlier Create ticket step with Insert variable. The displayed case number does not work here
Status	selection	No	(unchanged)	Open, In progress or Closed. With no selection, the status stays as it is
Priority	selection	No	(unchanged)	Low, Medium, High or Critical. With no selection, the priority stays as it is
Comment	multi-line text	No	empty	Added to the case as a new comment. Supports variables `${{ … }}`

Set at least one of Status, Priority or Comment. If Ticket is empty or the step would change nothing, you cannot save the automation.

Which cases the step can update

The step only updates cases that are assigned to the run's device or belong to the same customer as that device. Any other case counts as not found.

Platform support

The action runs in octoja and works the same on every operating system.

Outputs

Output	Description
`success`	`true` when the step succeeded
`ticketNumber`	Sequential number of the case, handy for messages
`status`	Status of the case after the step: `Open`, `InProgress` or `Closed`

In Run history, the step result also shows changed. It lists what actually changed, separated by commas (status, priority, comment), or none.

Result behaviour

Case	Result
Case found and updated	Succeeded
Status or priority already have the selected value, and there is no comment	Succeeded with `changed` = `none`. The case stays untouched
Ticket is not a valid ID, for example a case number or a variable from a skipped step	Failed: "The resolved ticket id is not valid."
The case does not exist, was deleted, or belongs to neither the device nor its customer	Failed: "The ticket was not found."

Status and priority changes show up in the case history as system changes. The step adds its comment again on every run, with the automation's name as the author. If the device's user opened the case from the octoja desktop application, that device gets a notification about the new comment. If device is offline has no effect on this action.

Test run and Test step really update the case.

See also: Create an automation · Create ticket · Manage Cases

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