Kace Service Desk REST API GET tickets: possible values for the "shaping" parameters


I'm new to Kace's REST API, and I need to call the GET /tickets endpoint in order to fetch sets of tickets.

I need to fetch certain pieces of information for each ticket, like its "summary" and "resolution". For that purpose I tried using the "shaping" parameter of the endpoint, with values like "changes", "owner" and "category"; however these values did not do the trick and even though I can see the fields of resolution and summary in the UI, I cannot extract them through the REST API's call.

Is there another value to include in the shaping parameter in order to fetch the fields I need, or another method entirely for me to call the API?



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Answers (1)

Answer Summary:
Posted by: gkef1996 1 year ago
White Belt

Top Answer

It turns out that instead of "shaping=hd_ticket", I had to use "shaping=hd_ticket all" for all the fields to be present in the API response. The same applies, I think, with other tables that can be used in the shaping parameter (like "changes" --> "changes all").

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