PATHelpdeskAdvanced

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 in Cortex

Commands

You can execute these commands from the 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

Context Output

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

Context Output

Command example

#### Context Example

```json
{
    "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

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

Context Output

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

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

Context Output

Command example

#### Context Example

```json
{
    "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

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

Context Output

hda-get-ticket-history

Get ticket history.

Base Command

hda-get-ticket-history

Input

Context Output

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	Full Name
2023-10-04T07:45:35Z	1111111C		Status change	John Doe

hda-list-users

List users.

Base Command

hda-list-users

Input

Context Output

Command example

#### Context Example

```json
{
    "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

Context Output

Command example

#### Context Example

```json
{
    "HelpdeskAdvanced": {
        "Group": [
            {
                "Description": "Example",
                "ID": "G000C",
                "ObjectTypeID": "65"
            }
        ]
    }
}

Human Readable Output

PAT HelpDeskAdvanced Groups

Group ID	Description	Object Type ID
G000C	Example	65