Description

n8n-nodes-request-tracker

Community node for Request Tracker (RT 5+) providing comprehensive access to the REST2 API in n8n workflows.

n8n is a fair-code licensed workflow automation platform.

Installation
Implemented Nodes & Operations
Credentials
Compatibility
Usage
Notes
Resources

Installation

Install via Settings > Community Nodes in n8n and search for n8n-nodes-request-tracker.

See the n8n community nodes documentation for more details.

Implemented Nodes & Operations

This package exposes two nodes:

• Request Tracker (main)
• Request Tracker Trigger

Implemented resources and operations in the main node:

• Ticket

– Create: create a new ticket (supports content, status, owner, priority, recipients, attachments)
– Get: fetch a single ticket by ID
– Update: update ticket metadata (subject, queue, status, priority, owner, recipients, due/start/time fields, SLA)
– Add Comment: add an internal comment to a ticket (supports attachments)
– Add Correspondence: add external correspondence/reply (supports attachments)
– Search: search tickets (TicketSQL or simple query; pagination and field expansion supported)
– Get History: fetch transactions for a ticket with filters and optional content/attachments aggregation

• Attachment

– Get: fetch a single attachment by ID (returns text content inline and binary via n8n binary data)
– Get Many: list/download attachments for a transaction or ticket with filters (filename, content type, created range), optional content download, and pagination

• Transaction

– Get: fetch a single transaction by ID
– Get Many: search transactions via TransactionSQL (pagination, field selection)

• User

– Get: fetch a single user by ID or username
– Get Many: list users (privileged or all) with filters (username, email) and pagination

• Queue

– Get: fetch a single queue by ID or name
– Get Many: list queues with filters (name, description, lifecycle) and pagination

Additional features:

• Field expansion for linked objects (Queue, Creator, Owner, Requestors, Cc, AdminCc)
• Output simplification option to flatten custom fields and user references
• Robust post-receive transformations for tickets, queues, users, transactions, and attachments
• UI list-search helpers for queues and users (typeahead search in dropdowns)
• Resource Mapper for CustomFields with queue-aware loading (see Notes)

Request Tracker Trigger node:

• Polls for newly created or updated tickets using a TicketSQL base query with time-based filtering
• Configurable trigger field (Created or LastUpdated), limit, field selection, and output simplification
• Supports manual mode to fetch recent items without time filter

Credentials

Authentication: API Token for RT REST2.

• Fields:

– RT Instance URL (e.g. https://rt.mycompany.com or https://rt.mycompany.com/rt)
– API Token
– Ignore TLS Issues (Insecure): allow requests to instances with self-signed/expired certificates

Authorization header:

• Authorization: token

Connectivity test:

• Performs a request to /REST/2.0/rt using your instance URL to verify reachability and TLS settings.

Compatibility

Tested with n8n 1.60.0+.

Usage

1. Create credentials:
– Request Tracker API
– RT Instance URL (no trailing slash required; the node resolves /REST/2.0)
– API Token
– Optionally enable Ignore TLS Issues for self-signed certs

2. Add the “Request Tracker” node or “Request Tracker Trigger” node to a workflow.

3. Select a Resource and Operation:
– Examples:
– Ticket → Get → enter ticketId
– Ticket → Create → set Queue, Subject, optional Content/Status/Owner/recipients; add attachments via:
– all binary data from the incoming item
– selected binary properties
– manual JSON array: [{ FileName, FileType, FileContent (base64) }]
– Ticket → Search → TicketSQL or simple query; set limit/returnAll and ordering
– Ticket → Get History → choose transaction types, date range, and whether to include content or attachments
– Attachment → Get Many → scope by transactionId or ticketId with filters; optionally download content
– Transaction → Get Many → supply TransactionSQL query
– User/Queue → Get Many → use filters and pagination

4. Optional settings:
– Simplify Output: flatten custom fields, collapse user references, and sort keys
– Debug (node setting): detailed request/response logging for troubleshooting

Trigger usage:

• Configure a base TicketSQL query (e.g., “Queue = ‘General’ AND Status = ‘open'”).
• Choose the field to trigger on (Created or LastUpdated).
• The trigger maintains a per-field timestamp to avoid crossover when multiple triggers are used.

Notes

• Base URL normalization appends /REST/2.0 automatically to your instance URL.
• Accept: application/json is set for requests.
• Custom Field Filtering: Use the CF.{field name} syntax in outputFields to select specific custom fields:

– Example: id, Subject, Status, CF.{Status Summary}, CF.{Priority Level}
– This returns only the specified custom fields instead of all
– Works with both simplify enabled and disabled
– Supported for Ticket, Queue, and User resources

• CustomFields Resource Mapper:

– Queue-aware loading: when a queue context is available (explicit queue parameter or resolved via ticketId), custom fields are loaded from /queue/{id}/customfields.
– When no queue context is available yet, the mapper returns no fields to avoid global fetch.
– Select/Combobox fields are rendered as plain text inputs for performance.

• Attachments:

– Text content is returned inline in JSON when downloaded.
– Binary content is provided via n8n binary data with stable property names and preserved metadata.

• Pagination is supported across list/search operations and implemented efficiently for large result sets.

Resources

• Request Tracker REST2 API: https://docs.bestpractical.com/rt/5.0.9/RT/REST2.html
• n8n Community Nodes: https://docs.n8n.io/integrations/#community-nodes