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

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Question

I do not see an available entity queue. How can I check the validity of a queueID by 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, along with their IDs and names.

Soap call example

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

Soap response example

Note: "[...]" shown below to abbreviate response; in practice, this command would return all fields in the entity.

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 shown in Figure 3. The objectId is the Queue ID.

mceclip2.pngFigure 3: objectId (click to enlarge)

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