Update Halo Ticket

The Update Halo Ticket action updates an existing ticket in Halo PSA. Only the fields you specify will be updated; other fields remain unchanged.

Single API Call Action

This is a single API call action. You must supply the Ticket ID directly. If you need the system to detect a ticket number from an email and update it automatically, use Update Halo Ticket from Email instead. Learn more about the difference between workflow actions and single API call actions.

When to Use This Action

Use this action when:

• You already have the ticket ID from a previous query or create action
• You want to update specific fields on an existing ticket without adding email content
• You need precise control over which fields are changed

Don't use this action for:

• Adding email content as a note: Use Update Halo Ticket from Email instead, which detects ticket numbers from emails and adds the email body as a note.
• Creating new tickets: Use Create Halo Ticket instead.

Configuration

Connection

Field	Description
Halo Connection	Select the Halo connection to use for this action.

Ticket

Field	Description
Ticket ID	The ID of the ticket to update. Required. Supports text expressions with {{variable}} syntax.

Content (Optional)

Field	Description
Summary	Updated ticket summary/title. Leave empty to keep the current value.
Details	Updated ticket description/details. Leave empty to keep the current value.

Classification (Optional)

Field	Description
Status	Updated ticket status. Leave empty to keep the current status.
Priority	Updated ticket priority. Leave empty to keep the current priority.

Assignment (Optional)

Field	Description
Agent	Updated assigned agent. Leave empty to keep the current assignment.
Team	Updated assigned team. Leave empty to keep the current assignment.

Error Handling

Field	Description
Error Handling	Action to take if the ticket update fails.

Option	Behavior
Exception	Halt processing and report the error
Bounce	Return the email/item to the sender
Continue	Continue to the next action
Stop	Stop this rule but allow other rules to process
Stop All	Stop all processing for this message

Returned Variables

When you configure Store the results in Variable, the result is an array containing the updated ticket. Access properties using index syntax.

Example usage: {{custom.myVariable[0].id}}

Variable	Type	Description
[0].id	number	The ticket ID
[0].summary	string	The updated ticket summary
[0].details	string	The updated ticket details
[0].client_id	number	The client ID
[0].client_name	string	The client name
[0].user_id	number	The user/contact ID
[0].user_name	string	The user/contact name
[0].site_id	number	The site ID
[0].site_name	string	The site name
[0].tickettype_id	number	The ticket type ID
[0].status_id	number	The status ID
[0].status_name	string	The status name
[0].priority_id	number	The priority ID
[0].priority_name	string	The priority name
[0].agent_id	number	The assigned agent ID
[0].agent_name	string	The assigned agent name
[0].team_id	number	The assigned team ID
[0].team_name	string	The assigned team name
[0].datecreated	string	The creation timestamp
[0].datelastupdated	string	The last update timestamp

Example Use Cases

Close a Ticket After Processing

Setting	Value
Ticket ID	{{custom.ticket.id}}
Status	Closed

Escalate a Ticket's Priority

Setting	Value
Ticket ID	{{custom.ticket.id}}
Priority	High
Team	Escalations

Update Summary from Parsed Data

Setting	Value
Ticket ID	{{custom.existingTicket[0].id}}
Summary	[Escalated] {{custom.existingTicket[0].summary}}

FAQs

Do I need to populate all fields when updating?

No. Only specify the fields you want to change. Any field left empty retains its current value.

What if the Ticket ID doesn't exist?

The action fails with an error. Configure Error Handling to control what happens next.

Why does the result use array index syntax?

The Halo API returns ticket data as an array even for single-ticket responses. Access the ticket at index [0].

Related Actions

• Create Halo Ticket: Create a new ticket
• Update Halo Ticket from Email: Detect ticket from email and add a note
• Query Halo Tickets: Find tickets to update