Request Tracker (RT) for AI agents
Agents read Request Tracker (RT) at once. Changes and sends are held for a person's approval by default.
About Request Tracker (RT)
Request Tracker is a ticketing and workflow platform for managing support requests, queues, users, assets, knowledge articles, and related operations.
What an agent can do in Request Tracker (RT)
Every Request Tracker (RT) action is classed by the platform as a read, a change or a send. Reads run at once. Changes and sends are held for a person by default.
Runs at once (reads)
Looks things up in Request Tracker (RT) without asking first. 7 actions.
- Get QueueRetrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.
- Get TicketRetrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.
- Get Ticket HistoryReturn one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.
- List QueuesList queues visible to the connected RT user so an agent can select a queue for ticket search or creation. Returns one bounded page.
- List Ticket AttachmentsList attachment metadata references associated with a visible RT ticket without downloading attachment content.
- Search TicketsSearch visible RT tickets with an explicit TicketSQL expression and return one bounded page. Use a condition such as `id > 0` when listing tickets; an omitted search does not list all tickets.
- Search UsersSearch RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.
Held for approval by default (changes and sends)
Held for a person's approval by default. The approval is recorded and the action is sent once, never twice, with 10 seconds to undo. 4 actions.
- Add Ticket CommentAdd a private internal comment to an RT ticket. The comment creates a durable transaction that REST2 cannot remove; RT scrips may still notify staff.
- Create TicketCreate a durable RT ticket in a queue. Creation may run RT scrips or send notifications and cannot be fully erased through REST2.
- Reply to TicketSend public correspondence on an RT ticket. This can email requestors or other recipients according to RT configuration and creates a durable transaction that REST2 cannot remove.
- Update TicketUpdate selected metadata on an existing RT ticket and verify every requested field by reading it back. Omitted fields are unchanged.
Changes wait in Needs you
Changes and sends in Request Tracker (RT) are held for a person's approval by default. The approval is recorded, and the action is sent once, never twice, with 10 seconds to undo.
Related connectors
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Request Tracker (RT) questions
Can an agent change data in Request Tracker (RT) on its own?
Not by default. Changes and sends in Request Tracker (RT) are held for a person's approval. The approval is recorded, and the action is sent once, never twice, with 10 seconds to undo.
What can an agent read in Request Tracker (RT)?
This connector lists 7 read actions. Reads run at once, without waiting for approval.
How does Request Tracker (RT) connect?
It connects with API key. Connectors are built and maintained by third-party developers; availability is confirmed during scoping.