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Request Tracker

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About the connector

Request Tracker is an open source issue tracking and workflow platform used to coordinate tasks and manage requests among a community of users.

This document provides information about the Request Tracker connector, which facilitates automated interactions with Request Tracker using FortiSOAR™ playbooks. Add the Request Tracker connector as a step in FortiSOAR™ playbooks and perform automated ticket management on Request tracker by implemeting operations, such as creating and updating a ticket on Request Tracker and retrieving the history of a ticket from Request Tracker.

Version information

Connector Version: 1.0.0

Authored By: Fortinet

Certified: No

 

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-request-tracker

For the detailed procedure to install a connector, click here.

 

Configuring the connector

For the procedure to configure a connector, click here.

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Ticket Creates a ticket on Request Tracker based on input parameters you have specified. create_ticket
Investigation
Update Ticket Updates an existing ticket on Request Tracker based on input parameters you have specified. update_ticket
Investigation
Get Ticket Properties Retrieves the properties of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_properties
Investigation
Get Ticket Links Retrieves the links of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_links
Investigation
Get Ticket Attachment Details Retrieves the attachment details of an existing ticket from Request Tracker based on attachment ID you have specified. get_ticket_attachment
Investigation
Get Ticket Attachment Content Retrieves the attachment content of an existing ticket from Request Tracker based on attachment ID you have specified. get_ticket_attachment
Investigation
Get Ticket History Retrieves the history details of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_history
Investigation
Search Ticket Searches for a ticket on Request Tracker based on query you have specified. search_record
Investigation

 

Included playbooks

The Sample - Request Tracker - 1.0.0 playbook collection comes bundled with the Request Tracker connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Request Tracker connector.

 

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.

 

About the connector

Request Tracker is an open source issue tracking and workflow platform used to coordinate tasks and manage requests among a community of users.

This document provides information about the Request Tracker connector, which facilitates automated interactions with Request Tracker using FortiSOAR™ playbooks. Add the Request Tracker connector as a step in FortiSOAR™ playbooks and perform automated ticket management on Request tracker by implemeting operations, such as creating and updating a ticket on Request Tracker and retrieving the history of a ticket from Request Tracker.

Version information

Connector Version: 1.0.0

Authored By: Fortinet

Certified: No

 

Installing the connector

All connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and use the yum command to install connectors:

yum install cyops-connector-request-tracker

For the detailed procedure to install a connector, click here.

 

Configuring the connector

For the procedure to configure a connector, click here.

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Ticket Creates a ticket on Request Tracker based on input parameters you have specified. create_ticket
Investigation
Update Ticket Updates an existing ticket on Request Tracker based on input parameters you have specified. update_ticket
Investigation
Get Ticket Properties Retrieves the properties of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_properties
Investigation
Get Ticket Links Retrieves the links of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_links
Investigation
Get Ticket Attachment Details Retrieves the attachment details of an existing ticket from Request Tracker based on attachment ID you have specified. get_ticket_attachment
Investigation
Get Ticket Attachment Content Retrieves the attachment content of an existing ticket from Request Tracker based on attachment ID you have specified. get_ticket_attachment
Investigation
Get Ticket History Retrieves the history details of an existing ticket from Request Tracker based on ticket ID you have specified. get_record_history
Investigation
Search Ticket Searches for a ticket on Request Tracker based on query you have specified. search_record
Investigation

 

Included playbooks

The Sample - Request Tracker - 1.0.0 playbook collection comes bundled with the Request Tracker connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Request Tracker connector.

 

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.