The display name of the node within the flows.

A system-wide unique identifier for this plugin instance used to locate the service.

Configuration option determining the type of operation to perform:

• Create Ticket: Creates a new ticket.
• Create Ticket Advanced: Creates a new ticket by specifying the JSON values directly.
• Find Tickets: Searches for tickets.
• Get Ticket(s): Retrieves one or more tickets based on their ticket IDs.
• Update Ticket : Updates an existing ticket.
• Update Ticket Advanced: Updates an existing ticket by specifying the JSON values directly.

Successful results for an action are placed in msg.payload.otrs.[uniqueId].response.

The ID number of an existing ticket used when updating.

The ticket’s title. This is a required field when creating a ticket.

The ticket’s queue. This is a required field when creating a ticket.

The ticket’s state. This is a required field when creating a ticket. Allowed values are close successful, closed unsuccessful, merged, new, open, pending reminder, and removed.

The ticket’s priority. This is a required field when creating a ticket. Allowed values are 1 very low, 2 low, 3 normal, 4 high, and 5 very high.

The optional TLP is color coded value. Allowed values are TLP:AMBER, TLP:CLEAR, TLP:GREEN, and TLP:RED.

The ticket’s lock state. Allowed values are lock and unlock.

The type of the ticket. Possible allowed values are Event, Incident, Task, and Unclassified.

The ticket’s service type.

The ticket’s service level agreement.

The login of the ticket owner.

The login of the ticket’s responsible user.

The customer affected by the ticket. This is a required field when creating a ticket.

The ticket’s pending time in minutes.

The subject of the new Communication Stream (Article) entry. This is a required field when creating a ticket. Mustache template substitution is applied to generate the final value. Visit the Template Engine and Formatters page to learn more.

The body of the new Communication Stream (Article) entry. This is a required field when creating a ticket. Mustache template substitution is applied to generate the final value. Visit the Template Engine and Formatters page to learn more.

Flag to indicate if the customer will see the new Communication Stream (Article) entry.

Used for retrieving one or tickets by their ticket ID. Ticket ID(s) must evaluate to a single ticket ID, a string of comma separate list of ticket IDs, or an array of ticket IDs. When Ticket ID(s) is set to Standard Ticket ID Location, the ticket ID is pulled from the standard response location at ticket.TicketID, which is set by the create and update actions. When Ticket ID(s) is set to Standard Ticket IDs Find Location, the ticket IDs are pulled from the standard response location at ticketIds, which is set by the Find Ticket action.

If Include Dynamic Fields evaluates to a JavaScript truthy value, the dynamic fields are included in the results when retrieving tickets.

If Included Extended Information evaluates to a JavaScript truthy value, extended information is included in the results when retrieving tickets.

If Retrieve Articles evaluates to a JavaScript truthy value, article information (communication stream) information is included in the results when retrieving tickets. The other remaining article related parameters are only relevant when Retrieve Articles evaluates to a JavaScript truthy value.

If Retrieve Article Attachments evaluates to a JavaScript truthy value, all articles with attachments will have the file attachments automatically associated with the message traversing the flow.

The maximum number of articles to retrieve.

When retrieving a ticket or set of tickets, the ascending or descending order the retrieved articles.

If Search Sub Queues evaluates to a JavaScript truthy value, the search action will also search within the sub queues of specified queue.

When searching, used to find tickets with a create time older than the number of minutes specified.

When searching, used to find tickets with a create time newer than the number of minutes specified.

When searching within the Subject and Body fields, determines if the search criteria is an AND or an OR condition.

If Full Article Text Search evaluates to a JavaScript truthy value, the search action will search the full text of the articles.

Article attachment names are searched based on the supplied value. Use % as a filename’s wildcard. For example, a value of %file.txt% will match Thisfile.txt1.

When searching, used to find articles with a create time older than the number of minutes specified.

When searching, used to find articles with a create time newer than the number of minutes specified.

When searching, the name of the field to sort matching results by.

When searching, the ascending or descending order of matching results.

When searching, the maximum number of tickets to return.

For advanced creation or update actions, the template for setting dynamic fields. Mustache template substitution is applied to generate the final value. Visit the Template Engine and Formatters page to learn more.

For advanced creation or update actions, the template for setting the ticket fields. Mustache template substitution is applied to generate the final value. Visit the Template Engine and Formatters page to learn more.

For advanced creation or update actions, the template for creating a new article. When creating a ticket, this is required. Mustache template substitution is applied to generate the final value. Visit the Template Engine and Formatters page to learn more.

Attachments may be added by specifying the Included Attachment(s) glob value. The Included Attachment(s) setting takes precedence over the Excluded Attachment(s) setting. If neither value is glob value is defined, no attachments are included. Filename globbing is configured to be case insensitive.

Attachments may be excluded by specifying the Exclude Attachment(s) glob value. The Included Attachment(s) setting takes precedence over the Excluded Attachment(s) setting. If neither value is glob value is defined, no attachments are included. Filename globbing is configured to be case insensitive.