---
canonical_url: "https://docs.composio.dev/toolkits/request_tracker"
markdown_url: "https://docs.composio.dev/toolkits/request_tracker.md"
product: "platform"
version: null
last_updated: null
---

# Request Tracker (RT)

Request Tracker is a ticketing and workflow platform for managing support requests, queues, users, assets, knowledge articles, and related operations.

- **Category:** customer support
- **Auth:** API_KEY
- **Composio-managed OAuth available?** N/A
- **Tools:** 11
- **Triggers:** 0
- **Slug:** `REQUEST_TRACKER`
- **Version:** 00000000_00

## Tools

### Add Ticket Comment

**Slug:** `REQUEST_TRACKER_ADD_TICKET_COMMENT`

Add a private internal comment to an RT ticket. The comment creates a durable transaction that REST2 cannot remove; RT scrips may still notify staff.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `content` | string | No | Optional nonempty message body. |
| `subject` | string | No | Optional message subject. |
| `ticket_id` | integer | Yes | Numeric RT ticket id. |
| `time_taken` | string | No | Work time to record using an RT-accepted scalar. |
| `attachments` | array | No | Optional small base64-encoded attachments stored in the durable ticket transaction. |
| `content_type` | string ("text/plain" | "text/html") | No | MIME type of the message body; defaults to text/plain when content exists. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Create Ticket

**Slug:** `REQUEST_TRACKER_CREATE_TICKET`

Create a durable RT ticket in a queue. Creation may run RT scrips or send notifications and cannot be fully erased through REST2.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `owner` | string | No | Initial owner username. |
| `queue` | integer | Yes | Numeric destination queue id from List Queues. |
| `status` | string | No | Initial lifecycle status; must be valid for the queue lifecycle. |
| `content` | string | No | Initial ticket message content. |
| `subject` | string | Yes | Ticket subject; CR and LF characters are not allowed. |
| `priority` | integer | No | Initial integer priority from 0 through 99. |
| `content_type` | string | No | MIME type of initial content. Ticket creation supports verified plain text. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Get Queue

**Slug:** `REQUEST_TRACKER_GET_QUEUE`

Retrieve one visible RT queue by id or exact name, including lifecycle and capability-sensitive links.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `queue_id_or_name` | string | Yes | Queue numeric id or exact queue name. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Get Ticket

**Slug:** `REQUEST_TRACKER_GET_TICKET`

Retrieve one visible RT ticket, including its current fields and capability-sensitive links for allowed follow-up operations.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `ticket_id` | integer | Yes | Numeric RT ticket id. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Get Ticket History

**Slug:** `REQUEST_TRACKER_GET_TICKET_HISTORY`

Return one page of detailed ticket history, including transaction types, field changes, comments, creators, and timestamps.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `per_page` | integer | No | Maximum transactions in this page (1-100). |
| `ticket_id` | integer | Yes | Numeric ticket id whose history to read. |
| `next_cursor` | string | No | Opaque continuation cursor from a previous history page; it retains the ticket id and page size. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Queues

**Slug:** `REQUEST_TRACKER_LIST_QUEUES`

List queues visible to the connected RT user so an agent can select a queue for ticket search or creation. Returns one bounded page.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `per_page` | integer | No | Maximum queue references in this page (1-100). |
| `next_cursor` | string | No | Opaque continuation cursor from a previous queue page. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### List Ticket Attachments

**Slug:** `REQUEST_TRACKER_LIST_TICKET_ATTACHMENTS`

List attachment metadata references associated with a visible RT ticket without downloading attachment content.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `per_page` | integer | No | Maximum attachment references in this page (1-100). |
| `ticket_id` | integer | Yes | Numeric ticket id whose attachment metadata to list. |
| `next_cursor` | string | No | Opaque continuation cursor from a previous attachment page. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Reply to Ticket

**Slug:** `REQUEST_TRACKER_REPLY_TO_TICKET`

Send 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.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `content` | string | No | Optional nonempty message body. |
| `subject` | string | No | Optional message subject. |
| `ticket_id` | integer | Yes | Numeric RT ticket id. |
| `time_taken` | string | No | Work time to record using an RT-accepted scalar. |
| `attachments` | array | No | Optional small base64-encoded attachments stored in the durable ticket transaction. |
| `content_type` | string ("text/plain" | "text/html") | No | MIME type of the message body; defaults to text/plain when content exists. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Search Tickets

**Slug:** `REQUEST_TRACKER_SEARCH_TICKETS`

Search 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.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `fields` | string | No | Comma-separated additional ticket fields to include when supported by the RT instance. |
| `per_page` | integer | No | Maximum tickets in this page (1-100). |
| `ticket_sql` | string | No | Non-empty TicketSQL expression required on the first call, for example `Status = 'open' AND Queue = 'General'`. Omit when continuing with next_cursor. |
| `next_cursor` | string | No | Opaque continuation cursor returned by a previous call; it retains the original TicketSQL, fields, and page size. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Search Users

**Slug:** `REQUEST_TRACKER_SEARCH_USERS`

Search RT users with structured field conditions and return one bounded page of user references or selected fields for requester and owner lookup.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `filters` | array | No | Structured RT user-search conditions required on the first call. For example, filter EmailAddress with operator `=` and the target address. An empty array lists users on the verified RT instance, but explicit conditions are preferred. Omit when continuing with next_cursor. |
| `per_page` | integer | No | Maximum users in this page (1-100). |
| `next_cursor` | string | No | Opaque continuation cursor returned by a previous call; it retains the validated filters and page size. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |

### Update Ticket

**Slug:** `REQUEST_TRACKER_UPDATE_TICKET`

Update selected metadata on an existing RT ticket and verify every requested field by reading it back. Omitted fields are unchanged.

#### Input Parameters

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `etag` | string | No | ETag returned by Get Ticket; provide it to reject a conflicting concurrent update. |
| `owner` | string | No | New owner username. |
| `queue` | integer | No | New numeric queue id. |
| `status` | string | No | New status valid under the ticket's lifecycle. |
| `subject` | string | No | New subject. |
| `priority` | integer | No | New integer priority from 0 through 99. |
| `ticket_id` | integer | Yes | Numeric ticket id to update. |

#### Output

| Parameter | Type | Required | Description |
|-----------|------|----------|-------------|
| `data` | string | Yes | Data from the action execution |
| `error` | string | No | Error if any occurred during the execution of the action |
| `successful` | boolean | Yes | Whether or not the action execution was successful or not |