Public/Tickets/Set-FreshServiceTicket.ps1
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<#
.SYNOPSIS Updates a Freshservice Ticket. .DESCRIPTION Updates a Freshservice Ticket via REST API. https://api.freshservice.com/#update_ticket_priority .PARAMETER id Unique id of the ticket. .PARAMETER name Name of the requester .PARAMETER requester_id User ID of the requester. For existing contacts, the requester_id can be passed instead of the requester's email. .PARAMETER email Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact. .PARAMETER phone Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory. .PARAMETER subject Subject of the ticket. The default value is null. .PARAMETER type Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is incident. As of now, API v2 supports only type 'incident' .PARAMETER status Status of the ticket. There can be custom fields, use Get-FSTIcket -Fields to get values from API, but these are the defaults: 2 = Open 3 = Pending 4 = Resolved 5 = Closed .PARAMETER priority Priority of the ticket. 4 = Urgent 3 = High 2 = Medium 1 = Low .PARAMETER description HTML content of the ticket. .PARAMETER responder_id Unique id of the agent to whom the ticket has been assigned .PARAMETER attachments Ticket attachments. The total size of these attachments cannot exceed 15MB. .PARAMETER cc_emails Email address added in the 'cc' field of the incoming ticket email. .PARAMETER custom_fields Key value pairs containing the names and values of custom fields. Read more here. .PARAMETER due_by Timestamp that denotes when the ticket is due to be resolved. .PARAMETER email_config_id ID of email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com) .PARAMETER fr_due_by Timestamp that denotes when the first response is due .PARAMETER group_id Unique id of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id .PARAMETER source The channel through which the ticket was created. The default value is 2. 1 = Email 2 = Portal 3 = Phone 4 = Chat 5 = Feedback widget 6 = Yammer 7 = AWS Cloudwatch 9 = Pagerduty 10 = Walkup 11 = Slack .PARAMETER tags Tags that have been associated with the ticket .PARAMETER department_id Department ID of the requester. .PARAMETER category Ticket category. .PARAMETER sub_category Ticket sub category. .PARAMETER item_category Ticket item category. .PARAMETER assets List of assets associated with the ticket. .PARAMETER urgency Ticket urgency. .PARAMETER impact Ticket impact. .PARAMETER problem Problem that need to be associated with ticket (problem display id). .PARAMETER change_initiating_ticket Change causing the ticket that needs to be associated with ticket (change display id). .PARAMETER change_initiated_by_ticket Change needed for the ticket to be fixed that needs to be associated with ticket (change display id). .PARAMETER restore Restore a deleted ticket using the provided id. .PARAMETER workspace_id Workspace ID to move ticket. The attribute is applicable only for accounts with the Workspaces feature enabled. The default value is the ID of the primary workspace of the account. .EXAMPLE Set-FreshServiceTicket -id 7 -status 3 -attachments 'C:\Scripts\automation_icon.jpg' cc_emails : {} fwd_emails : {} reply_cc_emails : {} spam : False email_config_id : fr_escalated : True group_id : priority : 1 requester_id : 21000418005 requested_for_id : 21000418005 responder_id : source : 2 status : 3 subject : VPN no worky description : <div>Getting an error that VPN version not supported.</div> description_text : Getting an error that VPN version not supported. category : Hardware sub_category : item_category : custom_fields : @{my_custom_dropdown=} id : 7 type : Incident to_emails : department_id : is_escalated : False tags : {VPN, Version} due_by : 12/30/2022 9:30:49 PM fr_due_by : 12/23/2022 6:30:49 PM created_at : 12/20/2022 9:30:48 PM updated_at : 12/28/2022 3:56:40 PM attachments : {@{id=21006244756; content_type=image/jpeg; size=14119; name=automation_icon.jpg; attachment_url=https://its-fine.attachments.freshservice.com/data/helpdesk/attachments/production/21006244756/original/automation_icon.jpg?response-content-type=image/jpeg&Expires=1672329400&Signature=PHZ3Hms9A 6L4gBGmyRAbaF1ghtfGgFwNSTAYXrQfa-FFI3ukYf7d3Y6ru0PcBNQACcqhGASsc~Q9F8M3JcljLfqZ839paJT7B0u7dC4LYi4ULz7~3zya48gs1JHvN5M-BlR1jd2Bx0g5EfLoGP~Y9WzulFe-QzbEK8iWmnJKPlsxUj4jEzVnbp7PaH-Uk~R8alIinCV0kTSP85YU1nc7plngg2Pjm27yQCzU7nQZWwFCVfXrtnQRKMe8UY4NrNpirpK71zwH4w6t5YvFA54wMVYBJjAMNv1KQLXunilbzVdb~ vy3pqAn81g4LhqjDgjvMIJLGTszwrUbL9PFmkGGYQ__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ; created_at=12/28/2022 3:56:39 PM; updated_at=12/28/2022 3:56:39 PM}} Updates a Freshservice ticket 7 with a status of 3 (Pending) and attaches a jpg image. .NOTES This module was developed and tested with Freshservice REST API v2. #> function Set-FreshServiceTicket { [CmdletBinding(SupportsShouldProcess=$true, ConfirmImpact='Medium')] param ( [Parameter( Mandatory = $true, HelpMessage = 'Ticket Id of the Ticket', ValueFromPipelineByPropertyName = $true )] [long]$id, [Parameter( Mandatory = $false, HelpMessage = 'Workspace ID to move ticket. The attribute is applicable only for accounts with the Workspaces feature enabled. The default value is the ID of the primary workspace of the account.', ValueFromPipelineByPropertyName = $true )] [int]$workspace_id, [Parameter( Mandatory = $false, HelpMessage = 'Name of the ticket', ValueFromPipelineByPropertyName = $true )] [string]$name, [Parameter( Mandatory = $false, HelpMessage = 'User ID of the ticket. For existing contacts, the ticket_id can be passed instead of the tickets email.', ValueFromPipelineByPropertyName = $true )] [Alias('RequesterId')] [long]$requester_id, [Parameter( Mandatory = $false, HelpMessage = 'Email address of the ticket. If no contact exists with this email address in Freshservice, it will be added as a new contact.', ValueFromPipelineByPropertyName = $true )] [string]$email, [Parameter( Mandatory = $false, HelpMessage = 'Phone number of the ticket. If no contact exists with this phone number in Freshservice, it will be added as a new contact. If the phone number is set and the email address is not, then the name attribute is mandatory.', ValueFromPipelineByPropertyName = $true )] [string]$phone, [Parameter( Mandatory = $false, HelpMessage = 'Subject of the ticket. The default value is null.', ValueFromPipelineByPropertyName = $true )] [string]$subject, [Parameter( Mandatory = $false, HelpMessage = 'Helps categorize the ticket according to the different kinds of issues your support team deals with. The default Value is incident. As of now, API v2 supports only type "incident"', ValueFromPipelineByPropertyName = $true )] [string]$type, [Parameter( Mandatory = $false, HelpMessage = 'Status of the ticket.', ValueFromPipelineByPropertyName = $true )] # [ValidateRange(2,5)] # 9/25/2023 - Remarked out to support custom statuses - GitHub Issue #8 [int]$status, [Parameter( Mandatory = $false, HelpMessage = 'Priority of the ticket.', ValueFromPipelineByPropertyName = $true )] [ValidateRange(1,4)] [int]$priority, [Parameter( Mandatory = $false, HelpMessage = 'HTML content of the ticket.', ValueFromPipelineByPropertyName = $true )] [string]$description, [Parameter( Mandatory = $false, HelpMessage = 'Unique id of the agent to whom the ticket has been assigned', ValueFromPipelineByPropertyName = $true )] [long]$responder_id, [Parameter( Mandatory = $false, HelpMessage = 'Ticket attachments. The total size of these attachments cannot exceed 15MB.', ValueFromPipelineByPropertyName = $true )] [ValidateScript({ if(-Not ($_ | Test-Path) ){ throw ("Cannot find path {0} because it does not exist." -f $_.FullName) } if(-Not ($_ | Test-Path -PathType Leaf) ){ throw ("{0} is not a valid file. Folder paths are not allowed." -f $_.FullName) } if($_.Length/1MB -gt 15 ) { throw ("{0} exceeds the file size limit. Files must be under 15MB." -f $_.FullName) } return $true })] [System.IO.FileInfo[]]$attachments, [Parameter( Mandatory = $false, HelpMessage = 'Email address added in the cc field of the incoming ticket email.', ValueFromPipelineByPropertyName = $true )] [string[]]$cc_emails, [Parameter( Mandatory = $false, HelpMessage = 'Key value pairs containing the names and values of custom fields. Read more here.', ValueFromPipelineByPropertyName = $true )] [object]$custom_fields, [Parameter( Mandatory = $false, HelpMessage = 'Timestamp that denotes when the ticket is due to be resolved.', ValueFromPipelineByPropertyName = $true )] [datetime]$due_by, [Parameter( Mandatory = $false, HelpMessage = 'Unique id of email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com)', ValueFromPipelineByPropertyName = $true )] [long]$email_config_id, [Parameter( Mandatory = $false, HelpMessage = 'Timestamp that denotes when the first response is due', ValueFromPipelineByPropertyName = $true )] [datetime]$fr_due_by, [Parameter( Mandatory = $false, HelpMessage = 'Unique id of the group to which the ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id', ValueFromPipelineByPropertyName = $true )] [long]$group_id, [Parameter( Mandatory = $false, HelpMessage = 'The channel through which the ticket was created. The default value is 2.', ValueFromPipelineByPropertyName = $true )] [ValidateRange(1,10)] [string]$source, [Parameter( Mandatory = $false, HelpMessage = 'Tags that have been associated with the ticket', ValueFromPipelineByPropertyName = $true )] [string[]]$tags, [Parameter( Mandatory = $false, HelpMessage = 'List of assets associated with the ticket', ValueFromPipelineByPropertyName = $true )] [object[]]$assets, [Parameter( Mandatory = $false, HelpMessage = 'Ticket urgency', ValueFromPipelineByPropertyName = $true )] [int]$urgency, [Parameter( Mandatory = $false, HelpMessage = 'Ticket impact', ValueFromPipelineByPropertyName = $true )] [int]$impact, [Parameter( Mandatory = $false, HelpMessage = 'Ticket category', ValueFromPipelineByPropertyName = $true )] [string]$category, [Parameter( Mandatory = $false, HelpMessage = 'Ticket sub category', ValueFromPipelineByPropertyName = $true )] [string]$sub_category, [Parameter( Mandatory = $false, HelpMessage = 'Ticket item category', ValueFromPipelineByPropertyName = $true )] [string]$item_category, [Parameter( Mandatory = $false, HelpMessage = 'Department ID of the ticket.', ValueFromPipelineByPropertyName = $true )] [long]$department_id, [Parameter( Mandatory = $false, HelpMessage = 'Problem that need to be associated with ticket (problem display id)', ValueFromPipelineByPropertyName = $true )] [object[]]$problem, [Parameter( Mandatory = $false, HelpMessage = 'Change causing the ticket that needs to be associated with ticket (change display id)', ValueFromPipelineByPropertyName = $true )] [object[]]$change_initiating_ticket, [Parameter( Mandatory = $false, HelpMessage = 'Change needed for the ticket to be fixed that needs to be associated with ticket (change display id)', ValueFromPipelineByPropertyName = $true )] [object[]]$change_initiated_by_ticket ) begin { $PrivateData = $MyInvocation.MyCommand.Module.PrivateData if (!$PrivateData.FreshserviceBaseUri) { throw "No connection found! Setup a new Freshservice connection with New-FreshServiceConnection and then Connect-FreshService. Set a default connection with New-FreshServiceConnection or Set-FreshConnection to automatically connect when importing the module." } } process { $uri = [System.UriBuilder]('{0}/tickets' -f $PrivateData['FreshserviceBaseUri']) if ($Id) { $uri.Path = "{0}/{1}" -f $uri.Path, $Id [void]$PSBoundParameters.Remove('id') } if ($workspace_id) { $uri.Path = "{0}/move_workspace" -f $uri.Path } $jsonBody = @{} $PSBoundParameters.keys.where{ $PSItem -notin $PrivateData.FreshserviceBodyExclusions }.foreach{ #if ($PSBoundParameters[$PSItem] -is [boolean]) { # $jsonBody[$PSItem.ToLower()] = [int]$PSBoundParameters[$PSItem] #} #else { $jsonBody[$PSItem.ToLower()] = $PSBoundParameters[$PSItem] #} } try { if ($PSCmdlet.ShouldProcess($uri.Uri.AbsoluteUri)) { $params = @{ Uri = $uri.Uri.AbsoluteUri Method = 'PUT' ErrorAction = 'Stop' } if ( $attachments ) { if ( $PSVersionTable.PSVersion.Major -lt 7 ) { Write-Warning "Sorry! Attachments are not currently supported in versions earlier than Powershell 7.x due to multipart/form-data requirements. Attachment parameter will be ignored." $jsonBody.Remove('attachments') $params.Body = $jsonBody | ConvertTo-Json } else { #Invoke-WebRequest -Form is supported in 7+ $jsonBody.Add('attachments[]',$attachments) $jsonBody.Remove('attachments') $params.Form = $jsonBody } } else { $params.Body = $jsonBody | ConvertTo-Json } $result = Invoke-FreshworksRestMethod @params if ($result.Content) { $content = $result.Content | ConvertFrom-Json #Temporary workaround for reported bug. When calling the workspace move method, the "ticket{}" wrapper is included in content. #https://github.com/flycastpartnersinc/FreshservicePS/issues/10 if ( $workspace_id ) { $content } else { #API returns singluar or plural property based on the number of records, parse to get property returned. $objProperty = $content[0].PSObject.Properties.Name Write-Verbose -Message ("Returning {0} property with count {1}" -f $objProperty, $content."$($objProperty)".Count) $content."$($objProperty)" } } } } catch { Throw $_ } } end {} } |