SEserval
Ticket API

Connect to External Ticket

Connect an existing Serval ticket to an existing external ticket in a sync channel. This establishes ongoing bidirectional sync between the tickets without creating a new external ticket. The external ticket must already exist in the target system.

post/v2/tickets/{ticket_id}/connect

Request

Path parameters

ticket_idstring required

The Serval ticket ID to connect

Request body

externalTicketIdstring

The external ticket ID (format depends on the channel type):

  • For Slack (slack_channel or slack_dm): MUST be in the format "channelId:threadTs" Example: "C9DDYQ1B4:1779146751.061339" where channelId is the Slack channel ID (e.g., "C9DDYQ1B4") and threadTs is the Slack message timestamp (e.g., "1779146751.061339")
  • For ServiceNow and other integrations: the sys_id or unique identifier from the external system This should be a globally unique identifier for the external ticket.
externalTicketDataGoogleProtobufStruct

Struct represents a structured data value, consisting of fields which map to dynamically typed values. In some languages, Struct might be supported by a native representation. For example, in scripting languages like JS a struct is represented as an object. The details of that representation are described together with the proto support for the language.

The JSON representation for Struct is JSON object.

externalTicketSubtypestring nullable

Optional: Subtype of the external ticket within the integration. For ServiceNow, use "incident" or "requested_item" to specify the type. This determines which sync handler is used for ongoing synchronization.

accountedForMessageIdsstring[]

Optional: Serval message IDs on this ticket to register as already present in the external ticket's channel. Registered messages are skipped by the egresser, so they will not be re-sent to the external system after the connection is established. Use this when you have already posted a summary of the prior conversation to the external system and do not want the individual historical messages replayed on top of it. Each message must belong to this ticket.

Response

Success

SvhelpPublicapiConnectTicketToExternalTicketResponse required

Changes

No recorded changes to this operation across all 1 revision of this API.