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MCP tool: update_ticket

Updates a ticket in the Thena platform. Useful for workflow automation, ticket management, and support operations.

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Example prompt

Update the title and priority of ticket CT4NVX0K10YJQ3X0185THN9R6H9M3 to "Updated Sample Ticket: Database Performance Issue Resolved" and "Low"

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Input parameters

NameTypeRequiredDescription
idstringYesThe ID of the ticket to update
titlestringNoThe title of the ticket
assignedAgentIdstringNoThe ID of the assigned agent
accountIdstringNoThe ID of the account
assignedAgentEmailstringNoThe email of the assigned agent
descriptionstringNoThe description of the ticket
dueDatestringNoThe due date of the ticket (ISO format)
submitterEmailstringNoThe email of the submitter
statusIdstringNoThe ID of the status
statusNamestringNoThe name of the status
priorityIdstringNoThe ID of the priority
priorityNamestringNoThe name of the priority
sentimentIdstringNoThe ID of the sentiment
metadataobjectNoAdditional metadata
typeIdstringNoThe ID of the type
isPrivatebooleanNoWhether the ticket is private
sourcestringNoThe source of the ticket
aiGeneratedTitlestringNoAI generated title
aiGeneratedSummarystringNoAI generated summary

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Response fields

Below are the fields you may see in the response:
FieldTypeDescription
idstringTicket unique ID
ticketIdnumberTicket number
titlestringTicket title
descriptionstringTicket description
sourcestringSource of the ticket
statusstringCurrent status
prioritystringPriority
teamIdstringTeam ID
teamNamestringTeam name
teamIdentifierstringTeam identifier
ticketIdentifierstringTicket identifier
subTeamIdstringSubteam ID
subTeamNamestringSubteam name
subTeamIdentifierstringSubteam identifier
isPrivatebooleanWhether the ticket is private
formIdstringForm ID
requestorEmailstringRequestor email
submitterEmailstringSubmitter email
customFieldValuesarrayCustom field values
customerContactIdstringCustomer contact ID
customerContactFirstNamestringCustomer contact first name
customerContactLastNamestringCustomer contact last name
customerContactEmailstringCustomer contact email
statusIdstringStatus ID
priorityIdstringPriority ID
sentimentIdstringSentiment ID
sentimentstringSentiment
storyPointsnumberStory points
aiGeneratedTitlestringAI generated title
aiGeneratedSummarystringAI generated summary
createdAtstringCreation timestamp (ISO8601)
updatedAtstringLast update timestamp (ISO8601)
Other top-level fields in the response:
FieldTypeDescription
dataobjectThe updated ticket object
statusbooleanWhether the update succeeded
messagestringStatus message
timestampstringTime the response was generated (ISO8601)

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Sample response

{
  "data": {
    "id": "CT4NVX0K10YJQ3X0185THN9R6H9M3",
    "ticketId": 2,
    "title": "Updated Sample Ticket: Database Performance Issue Resolved",
    "description": "Customer is experiencing intermittent database connection timeouts when running reports. The issue occurs approximately 3-4 times per day and is affecting their ability to generate monthly analytics. Error message shows 'Connection timeout after 30 seconds'. This started after the recent server maintenance window.",
    "source": "api",
    "status": "Open",
    "priority": "Low",
    "teamId": "THEWWYV55X0JJL",
    "teamName": "team one",
    "teamIdentifier": "TON",
    "ticketIdentifier": "TON-2",
    "subTeamId": "THEWWYV55X0JJL",
    "subTeamName": "team one",
    "subTeamIdentifier": "TON",
    "isPrivate": false,
    "formId": "FORR9U22U7IIB",
    "requestorEmail": "admin@clientcompany.com",
    "submitterEmail": "admin@clientcompany.com",
    "customFieldValues": [],
    "customerContactId": "RS4NVX0K10ATNQZ5999JKW37R6MTP",
    "customerContactFirstName": "Admin",
    "customerContactLastName": "",
    "customerContactEmail": "admin@clientcompany.com",
    "statusId": "EA4VETZJ10ZKY6MKT04C3PM5DPG1C",
    "priorityId": "MA4VETZJ105PJDAZS2KBVVRPPQXDE",
    "sentimentId": "QA4VETZJ10FKVJQFS2QSBW5QWC3HD",
    "sentiment": "Neutral",
    "storyPoints": null,
    "aiGeneratedTitle": null,
    "aiGeneratedSummary": null,
    "createdAt": "2025-07-24T09:18:59.914Z",
    "updatedAt": "2025-07-24T09:50:17.381Z"
  },
  "status": true,
  "message": "Ticket updated successfully!",
  "timestamp": "2025-07-24T09:50:17.443Z"
}