API: Update an Object
The API: Update an Object action modifies an existing entity in Autotask. This is a low-level API action that makes a single API call, giving you direct control over which fields to update.
This is a single API call action. You must supply the entity ID and all fields to update directly. Learn more about the difference between workflow actions and single API call actions.
When to Use This Action
Use this action when:
- You need to update specific fields on any Autotask entity
- You want to modify an entity that was retrieved by a previous query action
- You're building a custom workflow that requires specific update logic
Consider using workflow actions instead for common scenarios:
- Update Existing Autotask Ticket: Finds tickets by number and adds notes automatically
Configuration
Connection
| Field | Description |
|---|---|
| Autotask Connection | Select the Autotask connection to use. If you have multiple connections, you can override the default. |
Entity
| Field | Description |
|---|---|
| Autotask Entity Type to Update | The type of entity to update (e.g., Ticket, Contact, Account). |
| ID of Entity to Update | The ID of the existing entity. Supports template variables like {{custom.ticket.id}}. |
| Entity Fields to Update | Select the fields you want to modify. Only specified fields are changed; other fields remain unchanged. |
Advanced
| Field | Description |
|---|---|
| Suppress Autotask API exceptions | If enabled, the workflow continues even if the Autotask API returns an error. Use sparingly. |
How to Update an Entity
- Select Autotask Direct API: API: Update object from the action dropdown
- Choose the Autotask Entity Type to Update
- Enter the Entity ID (typically from a previous query or create action)
- Select the fields you want to update and set their new values
- Optionally store the result in a variable
Returned Variables
When you configure Store the results in Variable, the updated entity becomes available:
| Variable | Type | Description |
|---|---|---|
| (root) | object | The updated entity with all fields, including the new values |
Example usage:
{{custom.updatedTicket.Status}}: The new status value{{custom.updatedTicket.LastActivityDate}}: Updated automatically by Autotask
Example Use Cases
Update Ticket Status
Change a ticket's status after processing:
| Setting | Value |
|---|---|
| Entity Type | Ticket |
| Entity ID | {{custom.ticket.id}} |
| Status | 5 (Complete) |
Update Contact Information
Add information extracted from an email:
| Setting | Value |
|---|---|
| Entity Type | Contact |
| Entity ID | {{custom.contact.id}} |
| Phone | {{custom.extractedPhone}} |
| MobilePhone | {{custom.extractedMobile}} |
Change Ticket Priority
Escalate a ticket based on keywords:
| Setting | Value |
|---|---|
| Entity Type | Ticket |
| Entity ID | {{custom.ticket.id}} |
| Priority | 1 (Critical) |
| QueueID | {{custom.escalationQueue.id}} |
FAQs
Do I need to include all fields when updating?
No. Only specify the fields you want to change. All other fields retain their current values.
What if the Entity ID doesn't exist?
Autotask returns an error. Enable "Suppress Autotask API exceptions" to continue the workflow, or add a query action first to verify the entity exists.
Can I update User-Defined Fields?
Yes. Click Additional Fields in the entity editor to see available UDFs for the selected entity type.
Some fields won't update. Why?
Some fields in Autotask are read-only and cannot be modified via the API. Check the Autotask API documentation for field-level permissions.
Related Actions
- API: Create an Object: Create new entities
- API: Query for One Object: Find an entity to update
- API: Delete an Object: Remove entities