Explore the integration between Autom Mate and Jira Service Management, detailing the available actions in Autom Mate for interacting with Jira Service Management functionalities.
This document outlines the seamless integration between Autom Mate, a versatile workflow automation platform, and Jira Service Management, a powerful IT service management (ITSM) solution. It highlights the actions within Autom Mate that enable users to interact with Jira Service Management's capabilities effectively.
What is Jira Service Management?
Jira Service Management is an ITSM platform designed to empower teams to deliver exceptional service experiences. It provides an extensive suite of tools to streamline service management processes, including:
Incident Management: Quickly resolve issues to reduce downtime.
Service Request Management: Handle and fulfill requests effectively.
Change Management: Ensure smooth transitions with detailed change tracking.
Asset and Configuration Management: Manage IT assets and configurations across their lifecycle.
With its customizable workflows, built-in automation, and integrations, Jira Service Management enables organizations, managed service providers (MSPs), and government agencies to optimize their service delivery processes.
Autom Mate Integration with Jira Service Management
Autom Mate offers seamless integration with Jira Service Management through a variety of pre-configured actions. These actions empower users to automate and enhance workflows involving Jira Service Management.
Examples of how Autom Mate integrates with Jira Service Management:
Automatically creating incidents in Jira Service Management based on incoming email alerts.
Updating service request statuses dynamically as workflow conditions change.
Adding internal notes to issues to ensure consistent communication across teams.
Autom Mate’s integration with Jira Service Management helps teams save time, eliminate repetitive tasks, and maintain high service standards effortlessly.
Credentials
To use the actions within Autom Mate for Jira Service Management, users must establish credentials that securely connect Autom Mate to their Jira Service Management environment. Autom Mate provides two authentication options: API Token and OAuth 2.0.
How to Create Credentials
Follow the steps below to configure your credentials based on the preferred authentication method.
API Token
1
Connector Name
Specify a friendly and descriptive name for the connector. This name will be used globally within your Autom Mate environment to identify the connection.
2
Authentication Type
Select api_token as the authentication type.
3
JIRA Software Cloud URL
Enter the URL of your Jira Service Management environment.
Example: https://CompanyName.atlassian.net.
4
Email
Provide the email address associated with your Jira account.
5
API Token
Input the API Token value you created in your Jira environment.
6
Save and Confirm
Review all entered details for accuracy.
Click Save to store the credentials.
OAuth 2.0
1
Connector Name
Specify a friendly and descriptive name for the connector. This name will be used globally within your Autom Mate environment to identify the connection.
2
Authentication Type
Select OAuth20 as the authentication type.
3
JIRA Software Cloud URL
Enter the URL of your Jira Service Management environment.
Example: https://CompanyName.atlassian.net.
4
Save and Confirm
Review all entered details for accuracy.
Click Save to store the credentials.
How to Use Actions
Add Comment
Description and Purpose
The Add Comment action allows users to add a comment to a specific Jira Service Management request. This action facilitates communication and collaboration by enabling users to provide updates, feedback, or additional information directly within a request.
Usage Instructions
1
Specify the Request ID
Select or specify the ID of the Jira Service Management request to which you want to add a comment.
Note: A maximum of 100 requests will be displayed in the selection list.
2
Enter the Comment
Provide the content of the comment. This will be added to the specified request.
3
Set Visibility
Choose whether the comment should be public or private/internal.
Default: Yes (public).
4
Execute the Action
Run the action to add the comment to the specified request.
Inputs
Request ID (Required): Specify the unique identifier of the request. Either select from a dropdown list of 100 recent requests or manually enter the ID.
Comment (Required): The content of the comment to be added to the request.
Is Public? (Required):
Yes: The comment is public and visible to all users with access to the request (default).
No: The comment is private/internal and only accessible to select users.
Sample Input
Request ID: REQ-12345
Comment: Please provide updates on this request.
Is Public?: Yes
Output
Add Comment
Header Output
Add Comment Header Output
Sample Add Comment Output
{"_expands": ["attachment","renderedBody" ],"_links": {"self":"https://sarptestacc.atlassian.net/rest/servicedeskapi/request/10013/comment/10008" },"author": {"_links": {"avatarUrls": {"16x16":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","24x24":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","32x32":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","48x48":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png" },"jiraRest":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30","self":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30" },"accountId":"712020:3bc72253-6ad1-4371-aef4-390d5a4dbe30","active":true,"displayName":"sarp açıkelli","emailAddress":"[email protected]","timeZone":"Europe/Istanbul" },"body":"This is test note.","created": {"epochMillis":1733214340205,"friendly":"Today 11:25 AM","iso8601":"2024-12-03T11:25:40+0300","jira":"2024-12-03T11:25:40.205+0300" },"id":"10008","public":false}
The Create Customer action allows users to add a new customer to Jira Service Management. This action is useful for streamlining customer onboarding by automating the creation of customer profiles in Jira Service Management.
Usage Instructions
1
Enter Email
Provide the email address of the customer to be created.
2
Enter Display Name
Specify the display name for the customer.
3
Execute the Action
Run the action to create a new customer profile in Jira Service Management.
Inputs
Email (Required): Specify the email address of the customer.
Example: [email protected].
Display Name (Required): Provide the display name for the customer.
Example: John Doe.
Create Customer Output: Provides the response details of the customer creation process, including the unique ID of the newly created customer, the status of the operation (e.g., success or failure), and a timestamp.
Header Output: Contains the headers returned from the API call, which may include metadata such as request identifiers, server details, and content type.
The Create Customer Request action allows users to create a new customer request in Jira Service Management. This action streamlines the process of logging customer requests by automating the creation process.
Usage Instructions
1
Specify Service Desk ID
Select or manually input the Service Desk ID where the customer request will be created.
2
Specify Request Type ID
Select or manually input the Request Type ID to define the type of the customer request.
3
Set Outputs
Define output variables to store the API response and header data.
4
Execute the Action
Run the action to create a customer request in Jira Service Management.
Input
Service Desk ID (Required): Specify or select the Service Desk ID where the customer request will be created.
A maximum of 100 Service Desks will be listed in the selection.
Request Type ID (Required): Specify the ID of the request type associated with the customer request.
Sample Input
Service Desk ID (Required): 1
Request Type ID (Required): 2
Output
Create Customer Request Output: Provides the response details of the customer request creation process, including the unique ID of the newly created request, the status of the operation, and any additional details returned by the API.
Header Output: Contains the headers returned from the API call, such as request identifiers and metadata about the response.
Sample Output
{"_expands": ["participant","status","sla","requestType","serviceDesk","attachment","action","comment" ],"_links": {"agent":"https://sarptestacc.atlassian.net/browse/XY-12","jiraRest":"https://sarptestacc.atlassian.net/rest/api/2/issue/10016","self":"https://sarptestacc.atlassian.net/rest/servicedeskapi/request/10016","web":"https://sarptestacc.atlassian.net/servicedesk/customer/portal/1/XY-12" },"createdDate": {"epochMillis":1733218603998,"friendly":"Today 12:36 PM","iso8601":"2024-12-03T12:36:43+0300","jira":"2024-12-03T12:36:43.998+0300" },"currentStatus": {"status":"To Do","statusCategory":"NEW","statusDate": {"epochMillis":1733218603998,"friendly":"Today 12:36 PM","iso8601":"2024-12-03T12:36:43+0300","jira":"2024-12-03T12:36:43.998+0300" } },"issueId":"10016","issueKey":"XY-12","reporter": {"_links": {"avatarUrls": {"16x16":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","24x24":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","32x32":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","48x48":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png" },"jiraRest":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30","self":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30" },"accountId":"712020:3bc72253-6ad1-4371-aef4-390d5a4dbe30","active":true,"displayName":"sarp açıkelli","emailAddress":"[email protected]","timeZone":"Europe/Istanbul" },"requestFieldValues": [ {"fieldId":"summary","label":"What is your question or general request?","value":"How to reset my computer?" }, {"fieldId":"description","label":"Description","renderedValue": {"html":"<p>Describe steps to solve my problem</p>" },"value":"Describe steps to solve my problem" }, {"fieldId":"customfield_10051","label":"Affected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardwareAffected hardware" } ],"requestTypeId":"2","serviceDeskId":"1","summary":"How to reset my computer?"}
The Get Comment By ID action allows users to retrieve a specific comment associated with a Jira Service Management request. This action is useful for extracting detailed information about a comment for review, analysis, or further processing.
Usage Instructions
1
Specify Request ID
Select or manually input the ID of the Jira request that contains the comment.
2
Specify Comment ID
Select or manually input the ID of the comment to retrieve.
3
Set Outputs
Define output variables to store the comment details and header data.
4
Execute the Action
Run the action to fetch the comment details by its ID.
Input
Request ID (Required): Specify or select the Request ID that contains the comment.
A maximum of 100 Requests will be displayed in the selection list.
Comment ID (Required): Specify or select the Comment ID to retrieve the comment details.
Sample Input
Request ID (Required): Specify or select the Request ID that contains the comment.
A maximum of 100 Requests will be displayed in the selection list.
Comment ID (Required): Specify or select the Comment ID to retrieve the comment details.
Output
Get Comment By ID Output: Provides the detailed information of the comment, including its content, author, and creation timestamp.
Header Output: Contains the headers returned from the API call, such as request identifiers and metadata about the response.
Sample Comment Output
{"_expands": ["attachment","renderedBody" ],"_links": {"self":"https://sarptestacc.atlassian.net/rest/servicedeskapi/request/10013/comment/10008" },"author": {"_links": {"avatarUrls": {"16x16":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","24x24":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","32x32":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png","48x48":"https://secure.gravatar.com/avatar/ad2e122cc31df70433fa60c1c5ff9cc1?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSA-5.png" },"jiraRest":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30","self":"https://sarptestacc.atlassian.net/rest/api/2/user?accountId=712020%3A3bc72253-6ad1-4371-aef4-390d5a4dbe30" },"accountId":"712020:3bc72253-6ad1-4371-aef4-390d5a4dbe30","active":true,"displayName":"sarp açıkelli","emailAddress":"[email protected]","timeZone":"Europe/Istanbul" },"body":"This is test note.","created": {"epochMillis":1733214340205,"friendly":"Today 11:25 AM","iso8601":"2024-12-03T11:25:40+0300","jira":"2024-12-03T11:25:40.205+0300" },"id":"10008","public":false}
The Get Queues action allows users to retrieve the IDs and details of queues associated with specific issue types in a JIRA Service Desk environment. This action simplifies task organization by providing queue-specific details, enabling efficient management of issues. Users can either select the JIRA Service Desk environment from a dropdown menu or manually input the Service Desk ID if known.
Usage Instructions
1
Identify the JIRA Service Desk
Service Desk (Required): Select the JIRA Service Desk environment from a dropdown list. A maximum of 100 service desks will be displayed for selection. If the Service Desk ID is already known, it can be entered manually instead.
2
Configure Pagination Parameters
Limit: Specify the maximum number of queues to retrieve per page. If left blank, the default value is 50.
Start Index: Set the starting index for the queues to be retrieved. The base index is 0.
3
Run the Action
Execute the action to fetch the queues based on the selected service desk and parameters.
4
Verify Results
Check the Output variable to confirm the queues were successfully retrieved.
Review the Header Output variable for additional metadata.
Inputs
Service Desk (Required): Select the JIRA Service Desk environment from a dropdown menu or manually enter the ID of the service desk. The dropdown menu can display up to 100 service desks.
Limit: Specify the maximum number of queues to return per page. The default value is 50 if no limit is set.
Start Index: Set the starting index for pagination. The base index is 0.
Output (Required): Select a variable of type object to store the retrieved queue details.
Header Output (Required): Select a variable of type object to store response headers.
Outputs
Output: A variable containing the details of the retrieved queues, including queue IDs, names, and associated issue types.
Header Output: A variable containing metadata about the request, such as pagination details and response headers.
Sample Output
{"_links": {"base":"https://mainline.atlassian.net","context":"","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue" },"isLastPage":true,"limit":50,"size":6,"start":0,"values": [ {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/1/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/1" },"fields": ["issuetype","issuekey","summary","reporter","assignee","status","created","customfield_10092" ],"id":"1","jql":"project = CS AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC","name":"All open" }, {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/2/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/2" },"fields": ["issuetype","issuekey","summary","reporter","status","created","customfield_10092" ],"id":"2","jql":"project = CS AND assignee = currentUser() AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC","name":"Assigned to me" }, {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/3/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/3" },"fields": ["issuetype","issuekey","summary","reporter","assignee","status","created","customfield_10092" ],"id":"3","jql":"project = CS AND assignee is EMPTY AND resolution = Unresolved ORDER BY \"Time to resolution\" ASC","name":"Unassigned issues" }, {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/4/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/4" },"fields": ["issuekey","summary","reporter","assignee","status","created","customfield_10092" ],"id":"4","jql":"project = CS AND resolution = Unresolved AND issuetype = Bug","name":"Bugs" }, {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/5/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/5" },"fields": ["issuekey","summary","reporter","assignee","status","created","customfield_10092" ],"id":"5","jql":"project = CS AND issuetype = Support AND resolution = Unresolved","name":"Open support issues" }, {"_links": {"issues":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/6/issue","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/6" },"fields": ["issuekey","summary","reporter","assignee","status","created","customfield_10092" ],"id":"6","jql":"project = CS AND resolution = Unresolved AND issuetype = \"New Feature\"","name":"Feature suggestions" } ]}
Hint
Use this action to retrieve queue data for efficient issue tracking and management in JIRA Service Desk. Adjust the Limit and Start Index values for paginated results when working with large datasets.
Note: Ensure that the correct Service Desk ID is provided to retrieve the appropriate queues. Misconfigured inputs may result in empty or incorrect responses.
Get Issues in Queues
Description and Purpose
The Get Issues in Queues action allows users to retrieve customer requests from a specific queue in a JIRA Service Desk environment. This action is essential for managing tasks by fetching detailed information about issues in a particular queue. Users must specify the JIRA Service Desk environment and the Queue ID, with optional pagination settings for efficient handling of large datasets.
Usage Instructions
1
Identify the JIRA Service Desk
Service Desk (Required): Select the JIRA Service Desk environment from a dropdown list. A maximum of 100 service desks will be displayed for selection. If the Service Desk ID is already known, it can also be entered manually.
2
Specify the Queue ID
Queue ID (Required): Provide the unique identifier of the queue whose customer requests will be returned.
3
Configure Pagination Parameters
Limit: Define the maximum number of issues to return per page. If left blank, the default value is 50.
Start Index: Set the starting index for the issues to be returned. The base index is 0.
4
Set Output Variables
Header Output (Required): Assign a variable of type object to store the response headers.
Output (Required): Assign a variable of type object to store the retrieved issue details.
5
Run the Action
Execute the action to retrieve issues from the specified queue based on the provided inputs.
6
Verify Results
Check the Output variable to confirm successful retrieval of issue details.
Review the Header Output variable for response metadata.
Inputs
Service Desk (Required): Select the JIRA Service Desk environment from a dropdown menu or manually enter the Service Desk ID. The dropdown list can display up to 100 service desks.
Queue ID (Required): Provide the ID of the queue from which customer requests will be fetched.
Limit: Define the maximum number of issues to return per page. The default value is 50 if not specified.
Start Index: Set the starting index for pagination. The base index is 0.
Header Output (Required): Assign a variable of type object to store the response headers.
Output (Required): Assign a variable of type object to store the retrieved issue details.
Outputs
Header Output: Contains metadata about the request, including pagination details and HTTP headers.
Output: A variable containing the details of the retrieved issues in the queue, such as issue IDs, summaries, and statuses.
Sample Output
{"_links": {"base":"https://mainline.atlassian.net","context":"","self":"https://mainline.atlassian.net/rest/servicedeskapi/servicedesk/1/queue/4/issue?limit=50&start=0" },"isLastPage":true,"limit":50,"size":1,"start":0,"values": [ {"fields": {"assignee":null,"created":"2024-12-09T10:02:54.678+0300","customfield_10092": {"_links": {"self":"https://mainline.atlassian.net/rest/servicedeskapi/request/10263/sla/1" },"completedCycles": [],"id":"1","name":"Time to resolution","ongoingCycle": {"breachTime": {"epochMillis":1733986974678,"friendly":"12/Dec/24 10:02 AM","iso8601":"2024-12-12T10:02:54+0300","jira":"2024-12-12T10:02:54.678+0300" },"breached":false,"elapsedTime": {"friendly":"1h 1m","millis":3711597 },"goalDuration": {"friendly":"24h","millis":86400000 },"paused":false,"remainingTime": {"friendly":"22h 58m","millis":82688403 },"startTime": {"epochMillis":1733727774678,"friendly":"Today 10:02 AM","iso8601":"2024-12-09T10:02:54+0300","jira":"2024-12-09T10:02:54.678+0300" },"withinCalendarHours":true } },"reporter": {"accountId":"5a688a500f236c260941ef26","accountType":"atlassian","active":true,"avatarUrls": {"16x16":"https://secure.gravatar.com/avatar/fb1f1a5eecf87de12d9482b93cf3fd36?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSM-2.png","24x24":"https://secure.gravatar.com/avatar/fb1f1a5eecf87de12d9482b93cf3fd36?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSM-2.png","32x32":"https://secure.gravatar.com/avatar/fb1f1a5eecf87de12d9482b93cf3fd36?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSM-2.png","48x48":"https://secure.gravatar.com/avatar/fb1f1a5eecf87de12d9482b93cf3fd36?d=https%3A%2F%2Favatar-management--avatars.us-west-2.prod.public.atl-paas.net%2Finitials%2FSM-2.png" },"displayName":"Semih memiş","emailAddress":"[email protected]","self":"https://mainline.atlassian.net/rest/api/2/user?accountId=5a688a500f236c260941ef26","timeZone":"Europe/Istanbul" },"status": {"description":"The issue is open and ready for the assignee to start work on it.","iconUrl":"https://mainline.atlassian.net/images/icons/statuses/open.png","id":"1","name":"Open","self":"https://mainline.atlassian.net/rest/api/2/status/1","statusCategory": {"colorName":"blue-gray","id":2,"key":"new","name":"To Do","self":"https://mainline.atlassian.net/rest/api/2/statuscategory/2" } },"summary":"This is bug" },"id":"10263","key":"CS-4","self":"https://mainline.atlassian.net/rest/api/2/10263" } ]}
Hint
Use this action to fetch detailed information about customer requests in specific queues of your JIRA Service Desk. Adjust the Limit and Start Index fields to paginate results effectively when dealing with a large number of issues.
Note: Ensure that the correct Queue ID is provided to fetch the relevant issues. Incorrect inputs may lead to empty or incomplete results.
List Comments of a Request
Description and Purpose
The List Comments of a Request action retrieves comments associated with a specific request in JIRA Service Management. Depending on the selected configuration, this action can fetch public comments (customer replies), internal notes, or both. This flexibility ensures efficient tracking and management of request-related communication.
Usage Instructions
1
Identify the Request
Request ID (Required): Specify or select the unique ID of the request for which comments will be retrieved. A dropdown list displays up to 100 recent requests for quick selection.
2
Specify Comment Visibility
Use the following fields to define whether to fetch public comments, internal notes, or both:
Is Public?
Select whether to include public comments:
Yes: Fetch only public comments (customer replies).
No: Exclude public comments.
Default: Yes.
Is Internal?
Select whether to include internal notes:
Yes: Fetch only internal notes.
No: Exclude internal notes.
Default: Yes.
Logic for Comment Retrieval
Public = Yes, Internal = No: Fetch public comments (customer replies).
Public = No, Internal = Yes: Fetch internal notes.
Public = Yes, Internal = Yes: Fetch both public comments and internal notes.
Public = No, Internal = No: No comments will be retrieved.
3
Configure Pagination Parameters
Limit: Specify the maximum number of comments to return per page. If left blank, the default is 50.
Start Index: Set the starting index for the comments to be returned. The base index is 0.
4
Run the Action Execute the action to fetch comments based on the request ID and specified configurations.
5
Verify Results
Check the Output variable to review the retrieved comments.
Review the Header Output variable for response metadata.
Inputs
Request ID (Required)
Specify or select the ID of the request for which comments will be retrieved. A dropdown displays up to 100 recent requests.
Is Public?
Select whether to include public comments in the result.
Yes: Fetch only public comments (customer replies).
No: Exclude public comments.
Default: Yes.
Is Internal?
Select whether to include internal notes in the result.
Yes: Fetch only internal notes.
No: Exclude internal notes.
Default: Yes.
Limit
Specify the maximum number of comments to retrieve per page. The default value is 50.
Start Index
Set the starting index for pagination. The base index is 0.
Outputs
Output
Contains the retrieved comments based on the selected public and internal configurations. The comments include details such as comment text, author, and creation date.
Header Output
Includes metadata about the request, such as pagination details or HTTP headers.