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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 implementing 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: 1.1.0

Authored By: Fortinet

Certified: No

Release Notes for version 1.1.0

Following enhancements have been made to the Request Tracker Connector in version 1.1.0:

  • Added the Comment Ticket new operation and playbook.

  • Updated the configuration parameters to specify the authentication type. Authentication can be done by either specifying a token or a username-password pair. 

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.

Prerequisites to configuring the connector

  • You must have the URL of Request Tracker server to which you will connect and perform automated operations and credentials (either the API token or a username-password pair) to access that server.
  • To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the CyOPsTM instance.

Configuring the connector

For the procedure to configure a connector, click here.

Configuration parameters

In FortiSOAR™, on the Connectors page, select the Request Tracker connector, and click Configure to configure the following parameters:

Parameter Description
Server URL URL of the Request Tracker server to which you will connect and perform automated operations.
Authentication Type of authentication used to connect to the Request Tracker server to which you will connect and perform automated operations. You can choose either Token or Username/Password.
Token If you choose the authentication type as Token, then specify the API token that is configured for your account to access the Request Tracker server to which you will connect and perform the automated operations.
Username If you choose the authentication type as Username/Password, then specify the username that is used to access the Request Tracker server to which you will connect and perform the automated operations.
Password If you choose the authentication type as Username/Password, then specify the password that is used to access the Request Tracker server to which you will connect and perform the automated operations.
Verify SSL Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True.

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
Get Ticket Properties Retrieves the properties of an existing ticket from Request Tracker based on ticket ID you have specified. get_ticket_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 Attachments Retrieves the attachments of an existing ticket from Request Tracker based on ticket ID you have specified. get_ticket_attachment
Investigation
Get Ticket Attachment Details Retrieves the attachment details of an existing ticket from Request Tracker based on ticket ID and attachment ID you have specified. get_ticket_attachment_details
Investigation
Get Ticket Attachment Content Retrieves the attachment content of an existing ticket from Request Tracker based on ticket ID and 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 in Request Tracker based on the query you have specified. search_record
Investigation
Comment Ticket Adds a comment to an existing ticket on Request Tracker based on ticket ID you have specified. comment_ticket
Investigation
Update Ticket Updates an existing ticket on Request Tracker based on input parameters you have specified. update_ticket
Investigation

operation: Create Ticket

Input parameters

Parameter Description
Queue Queue in Request Tracker in which you want to create a new ticket.
Subject Subject of the ticket that you want to create in Request Tracker.
From Email ID of the user from whose ID you want to create a ticket in Request Tracker.
For example, user1@example.com
To Email ID of the user on whose ID you want to send the ticket that you are creating on Request Tracker.
For example, rt@example.com
Content Content or brief description of the ticket that you want to create in Request Tracker.
Custom Fields (Optional) You can add custom fields, in the JSON format, in the ticket that you want to create in Request Tracker.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "Subject": "",
     "Requestors": "",
     "TicketId": "",
     "Owner": "",
     "Text": "",
     "Queue": "",
     "Priority": ""
}

operation: Get Ticket Properties

Input parameters

Parameter Description
Ticket ID ID of the ticket whose properties you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Requestors": "",
     "TimeLeft": "",
     "Told": "",
     "Owner": "",
     "Created": "",
     "Queue": "",
     "Starts": "",
     "AdminCc": "",
     "Due": "",
     "FinalPriority": "",
     "Resolved": "",
     "Started": "",
     "TimeWorked": "",
     "Cc": "",
     "TimeEstimated": "",
     "Priority": "",
     "Status": "",
     "InitialPriority": ""
}

operation: Get Ticket Links

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated links you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "DependedOnBy": "",
     "MemberOf": "",
     "DependsOn": "",
     "RefersTo": "",
     "HasMember": "",
     "ReferredToBy": ""
}

operation: Get Ticket Attachments

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Created": "",
     "Parent": "",
     "Transaction": "",
     "MessageId": "",
     "ContentEncoding": "",
     "Content": "",
     "Filename": "",
     "ContentType": "",
     "Headers": "",
     "id": ""
}

operation: Get Ticket Attachment Details

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments details you want to retrieve from Request Tracker.
Attachment ID ID of the attachment whose details you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Created": "",
     "Parent": "",
     "Transaction": "",
     "MessageId": "",
     "ContentEncoding": "",
     "Content": "",
     "Filename": "",
     "ContentType": "",
     "Headers": "",
     "id": ""
}

operation: Get Ticket Attachment Content

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments content you want to retrieve from Request Tracker.
Attachment ID ID of the attachment whose content you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Content": ""
}

operation: Get Ticket History

Input parameters

Parameter Description
Ticket ID ID of the ticket whose history details you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "history-id": "",
     "history-count": ""
}

operation: Search Ticket

Input parameters

Parameter Description
Query Query based on which you want to search for tickets in Request Tracker.
For example, If you want to find all tickets that have no owner and whose status is new or open, you can add the following query: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' )

Output

The output contains a non-dictionary value.

operation: Update Ticket

Input parameters

Parameter Description
Ticket ID ID of the ticket that you want to update in Request Tracker.
Subject (Optional) Subject of the ticket that you want to update in Request Tracker.
From (Optional) Email ID of the user from whose ID you want to update the ticket in Request Tracker.
For example, user1@example.com
To (Optional) Email ID of the user on whose ID you want to send the ticket that you are updating on Request Tracker.
For example, rt@example.com
Content (Optional) Content or brief description of the ticket that you want to update in Request Tracker.
Custom Fields (Optional) You can add custom fields, in the JSON format, in the ticket that you want to update in Request Tracker.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "Subject": "",
     "Requestors": "",
     "TicketId": "",
     "Owner": "",
     "Text": "",
     "Queue": "",
     "Priority": ""
}

operation: Comment Ticket

Input parameters

Parameter Description
Ticket ID ID of the ticket in Request Tracker to which you want to add a comment.
Comment Text Content of the comment that you want to add to an existing ticket in Request Tracker.

Output

The output contains a non-dictionary value.

Included playbooks

The Sample - Request Tracker - 1.1.0 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.

  • Comment Ticket
  • Create Ticket
  • Get Ticket Attachment Content
  • Get Ticket Attachment Details
  • Get Ticket Attachments
  • Get Ticket History
  • Get Ticket Links
  • Get Ticket Properties
  • Search Ticket
  • Update Ticket

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 implementing 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: 1.1.0

Authored By: Fortinet

Certified: No

Release Notes for version 1.1.0

Following enhancements have been made to the Request Tracker Connector in version 1.1.0:

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.

Prerequisites to configuring the connector

Configuring the connector

For the procedure to configure a connector, click here.

Configuration parameters

In FortiSOAR™, on the Connectors page, select the Request Tracker connector, and click Configure to configure the following parameters:

Parameter Description
Server URL URL of the Request Tracker server to which you will connect and perform automated operations.
Authentication Type of authentication used to connect to the Request Tracker server to which you will connect and perform automated operations. You can choose either Token or Username/Password.
Token If you choose the authentication type as Token, then specify the API token that is configured for your account to access the Request Tracker server to which you will connect and perform the automated operations.
Username If you choose the authentication type as Username/Password, then specify the username that is used to access the Request Tracker server to which you will connect and perform the automated operations.
Password If you choose the authentication type as Username/Password, then specify the password that is used to access the Request Tracker server to which you will connect and perform the automated operations.
Verify SSL Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True.

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
Get Ticket Properties Retrieves the properties of an existing ticket from Request Tracker based on ticket ID you have specified. get_ticket_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 Attachments Retrieves the attachments of an existing ticket from Request Tracker based on ticket ID you have specified. get_ticket_attachment
Investigation
Get Ticket Attachment Details Retrieves the attachment details of an existing ticket from Request Tracker based on ticket ID and attachment ID you have specified. get_ticket_attachment_details
Investigation
Get Ticket Attachment Content Retrieves the attachment content of an existing ticket from Request Tracker based on ticket ID and 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 in Request Tracker based on the query you have specified. search_record
Investigation
Comment Ticket Adds a comment to an existing ticket on Request Tracker based on ticket ID you have specified. comment_ticket
Investigation
Update Ticket Updates an existing ticket on Request Tracker based on input parameters you have specified. update_ticket
Investigation

operation: Create Ticket

Input parameters

Parameter Description
Queue Queue in Request Tracker in which you want to create a new ticket.
Subject Subject of the ticket that you want to create in Request Tracker.
From Email ID of the user from whose ID you want to create a ticket in Request Tracker.
For example, user1@example.com
To Email ID of the user on whose ID you want to send the ticket that you are creating on Request Tracker.
For example, rt@example.com
Content Content or brief description of the ticket that you want to create in Request Tracker.
Custom Fields (Optional) You can add custom fields, in the JSON format, in the ticket that you want to create in Request Tracker.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "Subject": "",
     "Requestors": "",
     "TicketId": "",
     "Owner": "",
     "Text": "",
     "Queue": "",
     "Priority": ""
}

operation: Get Ticket Properties

Input parameters

Parameter Description
Ticket ID ID of the ticket whose properties you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Requestors": "",
     "TimeLeft": "",
     "Told": "",
     "Owner": "",
     "Created": "",
     "Queue": "",
     "Starts": "",
     "AdminCc": "",
     "Due": "",
     "FinalPriority": "",
     "Resolved": "",
     "Started": "",
     "TimeWorked": "",
     "Cc": "",
     "TimeEstimated": "",
     "Priority": "",
     "Status": "",
     "InitialPriority": ""
}

operation: Get Ticket Links

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated links you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "DependedOnBy": "",
     "MemberOf": "",
     "DependsOn": "",
     "RefersTo": "",
     "HasMember": "",
     "ReferredToBy": ""
}

operation: Get Ticket Attachments

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Created": "",
     "Parent": "",
     "Transaction": "",
     "MessageId": "",
     "ContentEncoding": "",
     "Content": "",
     "Filename": "",
     "ContentType": "",
     "Headers": "",
     "id": ""
}

operation: Get Ticket Attachment Details

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments details you want to retrieve from Request Tracker.
Attachment ID ID of the attachment whose details you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Creator": "",
     "Subject": "",
     "Created": "",
     "Parent": "",
     "Transaction": "",
     "MessageId": "",
     "ContentEncoding": "",
     "Content": "",
     "Filename": "",
     "ContentType": "",
     "Headers": "",
     "id": ""
}

operation: Get Ticket Attachment Content

Input parameters

Parameter Description
Ticket ID ID of the ticket whose associated attachments content you want to retrieve from Request Tracker.
Attachment ID ID of the attachment whose content you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "Content": ""
}

operation: Get Ticket History

Input parameters

Parameter Description
Ticket ID ID of the ticket whose history details you want to retrieve from Request Tracker.

Output

The output contains the following populated JSON schema:
{
     "history-id": "",
     "history-count": ""
}

operation: Search Ticket

Input parameters

Parameter Description
Query Query based on which you want to search for tickets in Request Tracker.
For example, If you want to find all tickets that have no owner and whose status is new or open, you can add the following query: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' )

Output

The output contains a non-dictionary value.

operation: Update Ticket

Input parameters

Parameter Description
Ticket ID ID of the ticket that you want to update in Request Tracker.
Subject (Optional) Subject of the ticket that you want to update in Request Tracker.
From (Optional) Email ID of the user from whose ID you want to update the ticket in Request Tracker.
For example, user1@example.com
To (Optional) Email ID of the user on whose ID you want to send the ticket that you are updating on Request Tracker.
For example, rt@example.com
Content (Optional) Content or brief description of the ticket that you want to update in Request Tracker.
Custom Fields (Optional) You can add custom fields, in the JSON format, in the ticket that you want to update in Request Tracker.
For example, {"Severity": "Low"}

Output

The output contains the following populated JSON schema:
{
     "Subject": "",
     "Requestors": "",
     "TicketId": "",
     "Owner": "",
     "Text": "",
     "Queue": "",
     "Priority": ""
}

operation: Comment Ticket

Input parameters

Parameter Description
Ticket ID ID of the ticket in Request Tracker to which you want to add a comment.
Comment Text Content of the comment that you want to add to an existing ticket in Request Tracker.

Output

The output contains a non-dictionary value.

Included playbooks

The Sample - Request Tracker - 1.1.0 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.