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Datto Autotask PSA: How do we determine which QueueID to use for ticket creation via the API?

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Question

From what I can see, there is no entity Queue available. How can we check the validity of a queueID using the API or determine which value to use for ticket creation?

Environment

  • Datto Autotask PSA

Answer

You can use getfieldinfo for the Ticket entity and find the QueueID field in the getFieldInfoResponse that describes all picklist values with their IDs and names.

Soap Call Example

mceclip0.pngFigure 1: Soap Call Example (click to enlarge)

Soap Response Example

mceclip1.pngFigure 2: Soap Response Example (click to enlarge)

You can also identify the Queue ID by the Object ID that appears in the URL when editing a queue.

To view the URL, navigate to Autotask Menu → Admin → Features & Settings → Service Desk (Tickets) → Queues. Then, click the pencil icon next to one of the Queues to open the Queue Summary window. Note the URL at the top of the window. It will look something like the URL below. The objectId is the Queue ID.

mceclip2.pngFigure 3: objectId (click to enlarge)

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