PAT HelpdeskAdvanced

This Integration is part of the PAT Helpdesk Advanced Pack.

Supported versions

Supported Cortex XSOAR versions: 6.9.0 and later.

Improve the effectiveness of your service provision and resources, and the quality of your IT department. This integration was integrated and tested with version 11.2.3 of PATHelpdeskAdvanced.

Configure PAT HelpdeskAdvanced on Cortex XSOAR

1. Navigate to Settings > Integrations > Servers & Services.

2. Search for PAT HelpdeskAdvanced.

3. Click Add instance to create and configure a new integration instance.

   Parameter	Required
   PAT Helpdesk URL	True
   Username	True
   Password	True
   Trust any certificate (not secure)	False
   Use system proxy settings	False

4. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

hda-create-ticket

---

Create a new ticket.

Base Command

hda-create-ticket

Input

Argument Name	Description	Required
object_type_id	The object type ID for the ticket.	Required
ticket_status_id	The status ID for the ticket. Use hda-list-ticket-statuses to get a list of status IDs.	Required
ticket_priority_id	The priority ID for the ticket. Use hda-list-ticket-priorities to get a list of priority IDs.	Required
object_description	The description of the object.	Optional
ticket_classification_id	The classification ID for the ticket.	Optional
ticket_type_id	The type ID for the ticket.	Optional
contact_id	The contact ID for the ticket.	Optional
subject	The subject for the ticket.	Optional
problem	The problem description for the ticket.	Optional
site	The site for the ticket.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.Ticket.AccountID	string	The account ID of the ticket.
HelpdeskAdvanced.Ticket.AssetCategoryID	string	The asset category ID of the ticket.
HelpdeskAdvanced.Ticket.AssetID	string	The asset ID of the ticket.
HelpdeskAdvanced.Ticket.AssignedUserGroupID	string	The assigned user group ID of the ticket.
HelpdeskAdvanced.Ticket.AssignedUserID	string	The assigned user ID of the ticket.
HelpdeskAdvanced.Ticket.AssignedUserOrGroupID	string	The assigned user or group ID of the ticket.
HelpdeskAdvanced.Ticket.BilledTokens	string	The billed tokens of the ticket.
HelpdeskAdvanced.Ticket.BusinessFunctionID	string	The business function ID of the ticket.
HelpdeskAdvanced.Ticket.C12	string	The C12 field of the ticket.
HelpdeskAdvanced.Ticket.C13	string	The C13 field of the ticket.
HelpdeskAdvanced.Ticket.C134C	string	The C134C field of the ticket.
HelpdeskAdvanced.Ticket.C14	string	The C14 field of the ticket.
HelpdeskAdvanced.Ticket.C15	string	The C15 field of the ticket.
HelpdeskAdvanced.Ticket.CalendarID	string	The calendar ID of the ticket.
HelpdeskAdvanced.Ticket.ClosedByUserID	string	The ID of the user who closed the ticket.
HelpdeskAdvanced.Ticket.ClosureDate	string	The closure date of the ticket.
HelpdeskAdvanced.Ticket.ContactID	string	The contact ID of the ticket.
HelpdeskAdvanced.Ticket.CostCenterID	string	The cost center ID of the ticket.
HelpdeskAdvanced.Ticket.CustomerContractID	string	The customer contract ID of the ticket.
HelpdeskAdvanced.Ticket.Date	date	The date of the ticket.
HelpdeskAdvanced.Ticket.DefaultSolutionID	string	The default solution ID of the ticket.
HelpdeskAdvanced.Ticket.EstimatedTaskDuration	string	The estimated task duration of the ticket.
HelpdeskAdvanced.Ticket.EstimatedTaskStartDate	string	The estimated task start date of the ticket.
HelpdeskAdvanced.Ticket.ExpirationDate	date	The expiration date of the ticket.
HelpdeskAdvanced.Ticket.FirstUpdateUserID	string	The ID of the user who first updated the ticket.
HelpdeskAdvanced.Ticket.FullText	string	The full text of the ticket.
HelpdeskAdvanced.Ticket.ID	string	The ID of the ticket.
HelpdeskAdvanced.Ticket.ImpactID	string	The impact ID of the ticket.
HelpdeskAdvanced.Ticket.IsNew	boolean	Whether the ticket is new or not.
HelpdeskAdvanced.Ticket.KnownIssue	string	The known issue field of the ticket.
HelpdeskAdvanced.Ticket.LanguageID	string	The language ID of the ticket.
HelpdeskAdvanced.Ticket.LastExpirationDate	date	The last expiration date of the ticket.
HelpdeskAdvanced.Ticket.LastExpirationID	string	The last expiration ID of the ticket.
HelpdeskAdvanced.Ticket.LocationID	string	The location ID of the ticket.
HelpdeskAdvanced.Ticket.MailBoxID	string	The mailbox ID of the ticket.
HelpdeskAdvanced.Ticket.NextExpirationDate	string	The next expiration date of the ticket.
HelpdeskAdvanced.Ticket.NextExpirationID	string	The next expiration ID of the ticket.
HelpdeskAdvanced.Ticket.ObjectDescription	string	The object description of the ticket.
HelpdeskAdvanced.Ticket.ObjectEntity	string	The object entity of the ticket.
HelpdeskAdvanced.Ticket.ObjectTypeID	string	The object type ID of the ticket.
HelpdeskAdvanced.Ticket.OwnerUserGroupID	string	The owner user group ID of the ticket.
HelpdeskAdvanced.Ticket.OwnerUserID	string	The owner user ID of the ticket.
HelpdeskAdvanced.Ticket.ParentRecurringTicketID	string	The parent recurring ticket ID of the ticket.
HelpdeskAdvanced.Ticket.ParentTicketID	string	The parent ticket ID of the ticket.
HelpdeskAdvanced.Ticket.Problem	string	The problem field of the ticket.
HelpdeskAdvanced.Ticket.ProblemHTML	string	The problem field in HTML format of the ticket.
HelpdeskAdvanced.Ticket.RemoteID	string	The remote ID of the ticket.
HelpdeskAdvanced.Ticket.Score	string	The score of the ticket.
HelpdeskAdvanced.Ticket.ServiceID	string	The service ID of the ticket.
HelpdeskAdvanced.Ticket.Site	string	The site of the ticket.
HelpdeskAdvanced.Ticket.SiteUnRead	string	Whether the ticket is unread for the site.
HelpdeskAdvanced.Ticket.Solicits	string	Whether the ticket solicits feedback.
HelpdeskAdvanced.Ticket.SolutionHTML	string	The solution in HTML format of the ticket.
HelpdeskAdvanced.Ticket.SourceMailBoxID	string	The source mailbox ID of the ticket.
HelpdeskAdvanced.Ticket.Subject	string	The subject of the ticket.
HelpdeskAdvanced.Ticket.SupplierID	string	The supplier ID of the ticket.
HelpdeskAdvanced.Ticket.Tag	string	The tag of the ticket.
HelpdeskAdvanced.Ticket.TaskEffort	string	The task effort of the ticket.
HelpdeskAdvanced.Ticket.TemplateTicketID	string	The template ticket ID of the ticket.
HelpdeskAdvanced.Ticket.TicketClassificationID	string	The ticket classification ID of the ticket.
HelpdeskAdvanced.Ticket.TicketCode	string	The ticket code of the ticket.
HelpdeskAdvanced.Ticket.TicketPriorityID	string	The ticket priority ID of the ticket.
HelpdeskAdvanced.Ticket.TicketSolutionID	string	The ticket solution ID of the ticket.
HelpdeskAdvanced.Ticket.TicketSourceID	string	The ticket source ID of the ticket.
HelpdeskAdvanced.Ticket.TicketStatusID	string	The ticket status ID of the ticket.
HelpdeskAdvanced.Ticket.TicketTypeID	string	The ticket type ID of the ticket.
HelpdeskAdvanced.Ticket.UnRead	string	Whether the ticket is unread.
HelpdeskAdvanced.Ticket.UrgencyID	string	The urgency ID of the ticket.
HelpdeskAdvanced.Ticket.UserID	string	The user ID of the ticket.

Command example

!hda-create-ticket object_type_id=T2 ticket_priority_id=P4 ticket_status_id=S3

Context Example

{

"HelpdeskAdvanced": {

"Ticket": {

"data": {

"AccountID": "",

"AssetCategoryID": "",

"AssetID": "",

"AssignedUserGroupID": "",

"AssignedUserID": "S00000C",

"AssignedUserOrGroupID": "S00000C",

"BilledTokens": 0,

"BusinessFunctionID": "",

"C12": null,

"C13": null,

"C134C": null,

"C14": null,

"C15": null,

"CalendarID": "",

"ClosedByUserID": "",

"ClosureDate": null,

"ContactID": "",

"CostCenterID": "",

"CustomerContractID": "",

"Date": "2023-10-04T07:45:09Z",

"DefaultSolutionID": "",

"EstimatedTaskDuration": 0,

"EstimatedTaskStartDate": null,

"ExpirationDate": "2023-10-04T15:45:00Z",

"FirstUpdateUserID": "S00000C",

"FullText": "",

"ID": "12345678C",

"ImpactID": "",

"IsNew": false,

"KnownIssue": false,

"LanguageID": "0",

"LastExpirationDate": "2998-12-31T23:00:00Z",

"LastExpirationID": "",

"LocationID": "",

"MailBoxID": "DEF_MBOX",

"NextExpirationDate": "2998-12-31T23:00:00Z",

"NextExpirationID": "",

"ObjectDescription": "12345678C: ",

"ObjectEntity": "Incident",

"ObjectTypeID": "T2",

"OwnerUserGroupID": "G66C",

"OwnerUserID": "S00000C",

"ParentRecurringTicketID": "",

"ParentTicketID": "",

"Problem": "",

"ProblemHTML": "",

"RemoteID": "",

"Score": 0,

"ServiceID": "",

"Site": null,

"SiteUnRead": true,

"Solicits": 0,

"SolutionHTML": "",

"SourceMailBoxID": "DEFAULT",

"Subject": "",

"SupplierID": "",

"Tag": "",

"TaskEffort": 0,

"TemplateTicketID": "",

"TicketClassificationID": "INC",

"TicketCode": "",

"TicketPriorityID": "P4",

"TicketSolutionID": "",

"TicketSourceID": "",

"TicketStatusID": "S3",

"TicketTypeID": "T2",

"UnRead": true,

"UrgencyID": "",

"UserID": ""

},

"requestToken": "token",

"result": {

"code": "0",

"desc": "",

"parameters": null,

"subcode": null

},

"success": true,

"total": 1

}

}

}

Human Readable Output

Ticket Created

Object Description	Object Entity	Ticket Classification ID	Is New	Expiration Date	First Update User ID	Owner User ID	Date	Assigned User ID
12345678C:	Incident	INC	false	2023-10-04T15:45:00Z	S00000C	S00000C	2023-10-04T07:45:09Z	S00000C

hda-list-tickets

---

List tickets.

Base Command

hda-list-tickets

Input

Argument Name	Description	Required
ticket_id	The ID of the ticket to retrieve.	Optional
filter	Filters to apply to the ticket list.	Optional
page	The page number to retrieve.	Optional
page_size	The number of tickets per page.	Optional
limit	The maximum number of tickets to return. Default is 50.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.Ticket.AccountID	string	The account ID of the ticket.
HelpdeskAdvanced.Ticket.AssetID	string	The asset ID of the ticket.
HelpdeskAdvanced.Ticket.BilledTokens	string	The billed tokens of the ticket.
HelpdeskAdvanced.Ticket.CalendarID	string	The calendar ID of the ticket.
HelpdeskAdvanced.Ticket.ClosureDate	string	The closure date of the ticket.
HelpdeskAdvanced.Ticket.ContactID	string	The contact ID of the ticket.
HelpdeskAdvanced.Ticket.CustomerContractID	string	The customer contract ID of the ticket.
HelpdeskAdvanced.Ticket.Date	string	The date of the ticket.
HelpdeskAdvanced.Ticket.EstimatedTaskDuration	string	The estimated task duration of the ticket.
HelpdeskAdvanced.Ticket.EstimatedTaskStartDate	string	The estimated task start date of the ticket.
HelpdeskAdvanced.Ticket.ExpirationDate	string	The expiration date of the ticket.
HelpdeskAdvanced.Ticket.FirstUpdateUserID	string	The ID of the user who first updated the ticket.
HelpdeskAdvanced.Ticket.ID	string	The ID of the ticket.
HelpdeskAdvanced.Ticket.KnownIssue	string	The known issue field of the ticket.
HelpdeskAdvanced.Ticket.LanguageID	string	The language ID of the ticket.
HelpdeskAdvanced.Ticket.LastExpirationDate	string	The last expiration date of the ticket.
HelpdeskAdvanced.Ticket.LocationID	string	The location ID of the ticket.
HelpdeskAdvanced.Ticket.MailBoxID	string	The mailbox ID of the ticket.
HelpdeskAdvanced.Ticket.NextExpirationDate	string	The next expiration date of the ticket.
HelpdeskAdvanced.Ticket.NextExpirationID	string	The next expiration ID of the ticket.
HelpdeskAdvanced.Ticket.OwnerUserID	string	The owner user ID of the ticket.
HelpdeskAdvanced.Ticket.Problem	string	The problem field of the ticket.
HelpdeskAdvanced.Ticket.ProblemHTML	string	The problem field in HTML format of the ticket.
HelpdeskAdvanced.Ticket.Score	string	The score of the ticket.
HelpdeskAdvanced.Ticket.ServiceID	string	The service ID of the ticket.
HelpdeskAdvanced.Ticket.SiteUnRead	string	Whether the ticket is unread for the site.
HelpdeskAdvanced.Ticket.Solicits	string	Whether the ticket solicits feedback.
HelpdeskAdvanced.Ticket.Solution	string	The solution of the ticket.
HelpdeskAdvanced.Ticket.SolutionHTML	string	The solution in HTML format of the ticket.
HelpdeskAdvanced.Ticket.Subject	string	The subject of the ticket.
HelpdeskAdvanced.Ticket.SupplierID	string	The supplier ID of the ticket.
HelpdeskAdvanced.Ticket.TaskEffort	string	The task effort of the ticket.
HelpdeskAdvanced.Ticket.TicketClassificationID	string	The ticket classification ID of the ticket.
HelpdeskAdvanced.Ticket.TicketTypeID	string	The ticket type ID of the ticket.
HelpdeskAdvanced.Ticket.UrgencyID	string	The urgency ID of the ticket.

Command example

!hda-list-tickets

Context Example

{

"HelpdeskAdvanced": {

"Ticket": [

{

"AccountID": "C00C",

"AssetID": null,

"BilledTokens": 0,

"CalendarID": null,

"ClosureDate": "2019-04-28T07:04:19Z",

"ContactID": "S24007C",

"CustomerContractID": null,

"Date": "2019-04-25T07:03:48Z",

"EstimatedTaskDuration": 0,

"EstimatedTaskStartDate": null,

"ExpirationDate": "2019-04-28T15:03:00Z",

"FirstUpdateUserID": "S00000C",

"ID": "10000000C",

"KnownIssue": false,

"LanguageID": 5,

"LastExpirationDate": "2019-04-29T10:00:00Z",

"LocationID": "F3C",

"MailBoxID": "DEF_MBOX",

"NextExpirationDate": "2019-04-29T10:00:00Z",

"NextExpirationID": "244C",

"OwnerUserID": "S00000C",

"Problem": "Problem",

"ProblemHTML": "<p>Problem</p>",

"Score": 0,

"ServiceID": "S000X",

"SiteUnRead": null,

"Solicits": null,

"Solution": null,

"SolutionHTML": null,

"Subject": "Problem",

"SupplierID": null,

"TaskEffort": null,

"TicketClassificationID": "INC",

"TicketTypeID": "T4",

"UrgencyID": "U2"

}

]

}

}

Human Readable Output

Tickets

Ticket ID	Subject	Solution	Date	Service ID	Problem	Contact ID	Owner User ID	Account ID
10000000C	Problem		2019-04-25T07:03:48Z	S000X	Problem	S24007C	S00000C	C00C

hda-add-ticket-attachment

---

Add an attachment to a ticket.

Base Command

hda-add-ticket-attachment

Input

Argument Name	Description	Required
ticket_id	The ticket ID to retrieve details for.	Required
entry_id	The file entry ID to attach.	Required

Context Output

There is no context output for this command.

hda-list-ticket-attachments

---

List attachments for a ticket.

Base Command

hda-list-ticket-attachments

Input

Argument Name	Description	Required
ticket_id	The ticket ID to retrieve details for.	Required
limit	The maximum number of tickets to return. Default is 50.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.Ticket.Attachment.BlobID	string	The blob ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.ContentType	string	The content type of the attachment.
HelpdeskAdvanced.Ticket.Attachment.Description	string	The description of the attachment.
HelpdeskAdvanced.Ticket.Attachment.EmailID	string	The email ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.FileName	string	The file name of the attachment.
HelpdeskAdvanced.Ticket.Attachment.FirstUpdate	string	The date and time when the attachment was first updated.
HelpdeskAdvanced.Ticket.Attachment.FirstUpdateUserID	string	The ID of the user who first uploaded the attachment.
HelpdeskAdvanced.Ticket.Attachment.ID	string	The ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.IsNew	string	Indicates whether the attachment is new.
HelpdeskAdvanced.Ticket.Attachment.KBSize	string	The size of the attachment in KB.
HelpdeskAdvanced.Ticket.Attachment.LastUpdate	string	The date and time when the attachment was last updated.
HelpdeskAdvanced.Ticket.Attachment.LastUpdateUserID	string	The ID of the user who last updated the attachment.
HelpdeskAdvanced.Ticket.Attachment.Note	string	Any additional notes about the attachment.
HelpdeskAdvanced.Ticket.Attachment.ObjectDescription	string	The description of the object the attachment is associated with.
HelpdeskAdvanced.Ticket.Attachment.ObjectEntity	string	The object entity of the attachment.
HelpdeskAdvanced.Ticket.Attachment.ObjectTypeID	string	The object type ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.OwnerUserID	string	The owner user ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.ParentObject	string	The parent object the attachment is associated with.
HelpdeskAdvanced.Ticket.Attachment.ParentObjectID	string	The ID of the parent object the attachment is associated with.
HelpdeskAdvanced.Ticket.Attachment.RemoteID	string	The remote ID of the attachment.
HelpdeskAdvanced.Ticket.Attachment.Site	string	The site ID the attachment is associated with.
HelpdeskAdvanced.Ticket.Attachment.TicketID	string	The ticket ID the attachment is associated with.
HelpdeskAdvanced.Ticket.Attachment.UniqueID	string	A unique ID for the attachment.

Command example

!hda-list-ticket-attachments ticket_id=A0000001C

Context Example

{

"HelpdeskAdvanced": {

"Ticket": {

"Attachment": [

{

"BlobID": "A0000000C",

"ContentType": "text/plain",

"Description": "test.txt",

"EmailID": "",

"FileName": "test.txt",

"FirstUpdate": null,

"FirstUpdateUserID": "S00000C",

"ID": "A0000000C",

"IsNew": false,

"KBSize": 0,

"LastUpdate": "2023-09-29T08:30:04Z",

"LastUpdateUserID": "",

"Note": "",

"ObjectDescription": "test.txt",

"ObjectEntity": "Attachment",

"ObjectTypeID": "DEFAULT",

"OwnerUserID": "",

"ParentObject": "Incident",

"ParentObjectID": "A0000001C",

"RemoteID": "",

"Site": null,

"TicketID": "A0000001C",

"UniqueID": "00000000-0000-0000-0000-000000000000"

}

]

}

}

}

Human Readable Output

Attachments of A0000001C

File Name	Last Update	Description	Object Description	First Update User ID	Object Entity	Content Type
test.txt	2023-09-29T08:30:04Z	test.txt	test.txt	S00000C	Attachment	text/plain

hda-add-ticket-comment

---

Add a comment to a ticket.

Base Command

hda-add-ticket-comment

Input

Argument Name	Description	Required
ticket_id	The ticket ID to retrieve details for.	Required
comment	The comment text.	Required
site_visible	Whether the ticket is visible to the customer site. Possible values are: True, False. Default is False.	Required

Context Output

There is no context output for this command.

Command example

!hda-add-ticket-comment comment="here be comment" site_visible=True ticket_id=A0000001C

Human Readable Output

Comment was succesfully added to A0000001C

hda-list-ticket-statuses

---

List ticket statuses.

Base Command

hda-list-ticket-statuses

Input

Argument Name	Description	Required
limit	The maximum number of statuses to return. Default is 50.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.TicketStatus.ID	Number	The status ID.
HelpdeskAdvanced.TicketStatus.Name	String	The status name.

Command example

!hda-list-ticket-statuses

Context Example

{

"HelpdeskAdvanced": {

"TicketStatus": [

{

"Description": "New",

"ID": "S1"

},

{

"Description": "Other",

"ID": "S10"

}

]

}

}

Human Readable Output

Results

Description	ID
New	S1
Other	S10

hda-change-ticket-status

---

Change the status of a ticket.

Base Command

hda-change-ticket-status

Input

Argument Name	Description	Required
ticket_id	The ID of the ticket to change status for.	Required
status_id	The ID of the status to change the ticket to.	Required
note	An optional note to add with the status change.	Optional

Context Output

There is no context output for this command.

Command example

!hda-change-ticket-status status_id=S2 ticket_id=1111111111C note=testing debug-mode=true

Human Readable Output

Changed status of ticket 1111111111C to S2 successfully.

hda-list-ticket-priorities

---

List ticket priorities.

Base Command

hda-list-ticket-priorities

Input

Argument Name	Description	Required
ticket_id	The ID of the ticket to change status for.	Required

Context Output

Path	Type	Description
HelpdeskAdvanced.TicketPriority.ID	Number	The priority ID.
HelpdeskAdvanced.TicketPriority.Name	String	The priority name.

hda-get-ticket-history

---

Get ticket history.

Base Command

hda-get-ticket-history

Input

Argument Name	Description	Required
ticket_id	The ID of the ticket to change status for.	Required

Context Output

Path	Type	Description
HelpdeskAdvanced.TicketHistory.TicketID	string	The ticket ID associated with the history entry.
HelpdeskAdvanced.TicketHistory.AccountID	string	The account ID of the ticket.
HelpdeskAdvanced.TicketHistory.Attachments	string	List of attachments for the ticket.
HelpdeskAdvanced.TicketHistory.AutEmailCounter	string	The AUT email counter.
HelpdeskAdvanced.TicketHistory.ContactID	string	The contact ID of the ticket.
HelpdeskAdvanced.TicketHistory.Data.Comment	string	The comment text.
HelpdeskAdvanced.TicketHistory.Data.Date	string	The date of the history entry.
HelpdeskAdvanced.TicketHistory.Data.From	string	The user who made the change.
HelpdeskAdvanced.TicketHistory.Data.FromID	string	The ID of the user who made the change.
HelpdeskAdvanced.TicketHistory.Data.Problem	string	The problem associated with the history entry.
HelpdeskAdvanced.TicketHistory.Data.To	string	The user/team the ticket was assigned to.
HelpdeskAdvanced.TicketHistory.Data.ToID	string	The ID of the user/team the ticket was assigned to.
HelpdeskAdvanced.TicketHistory.ExternalAction	string	The external action associated with the history entry.
HelpdeskAdvanced.TicketHistory.FullName	string	The full name of the ticket.
HelpdeskAdvanced.TicketHistory.HistoryID	string	The ID of the history entry.
HelpdeskAdvanced.TicketHistory.OperationDescription	string	The description of the operation.
HelpdeskAdvanced.TicketHistory.OperationTypeID	string	The type ID of the operation.
HelpdeskAdvanced.TicketHistory.UpdateDate	date	The date the ticket was last updated.
HelpdeskAdvanced.TicketHistory.UserID	string	The user ID of the ticket.
HelpdeskAdvanced.TicketHistory.Username	string	The username associated with the ticket.

Command example

!hda-get-ticket-history ticket_id=1111111C

Context Example

{

"HelpdeskAdvanced": {

"TicketHistory": {

"AccountID": "",

"Attachments": null,

"TicketID": "1111111C",

"AutEmailCounter": 0,

"ContactID": "",

"Data": {

"Comment": "testing",

"From": "Solved",

"FromID": "S6",

"To": "In Progress",

"ToID": "S2"

},

"ExternalAction": false,

"FullName": "John Doe",

"HistoryID": 5667526,

"OperationDescription": "Status change",

"OperationTypeID": 20,

"UpdateDate": "2023-10-04T07:45:35Z",

"UserID": "S00000C",

"Username": "username"

}

}

}

Human Readable Output

Ticket History: 1111111C

Update Date	Ticket ID	Operation Type ID	Operation Description
2023-10-04T07:45:35Z	1111111C		Status change

hda-list-users

---

List users.

Base Command

hda-list-users

Input

Argument Name	Description	Required
user_id	The ID of the user to retrieve details for.	Optional
page	The page number.	Optional
page_size	The number of users to return per page.	Optional
limit	The maximum number of users to return per page. Default is 50.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.User.ID	string	The user ID.
HelpdeskAdvanced.User.Email	string	The user's email address.
HelpdeskAdvanced.User.FirstName	string	The user's first name.
HelpdeskAdvanced.User.LastName	string	The user's last name.
HelpdeskAdvanced.User.Phone	string	The user's phone number.

Command example

!hda-list-users

Context Example

{

"HelpdeskAdvanced": {

"User": [

{

"EMail": "Guest@example.com",

"FirstName": null,

"ID": "#GUEST#",

"LastName": "Guest",

"Phone": null

}

]

}

}

Human Readable Output

PAT HelpDeskAdvanced Users

Phone	ID	First Name	Last Name	E Mail
	#GUEST#		Guest	Guest@example.com

hda-list-groups

---

List groups.

Base Command

hda-list-groups

Input

Argument Name	Description	Required
group_id	The ID of the group to retrieve details for.	Optional
page	The page number.	Optional
page_size	The number of groups to return per page.	Optional
limit	The maximum number of groups to return per page. Default is 50.	Optional

Context Output

Path	Type	Description
HelpdeskAdvanced.Group.ID	string	The group ID.
HelpdeskAdvanced.Group.ObjectTypeID	string	The object type ID of the group.
HelpdeskAdvanced.Group.Description	string	The group description.

Command example

!hda-list-groups

Context Example

{

"HelpdeskAdvanced": {

"Group": [

{

"Description": "Example",

"ID": "G000C",

"ObjectTypeID": "65"

}

]

}

}

Human Readable Output

PAT HelpDeskAdvanced Groups

Group ID	Description	Object Type ID
G000C	Example	65