Request Update Node Parameters

The Request Update node (action_request_update) updates ticket or chat fields (subject, priority, status, tags, etc.) without operator involvement. Typically used after collecting data from the client or after conditional branching. In Node Inspector (right panel) the following sections are available:

Fields to Update (templateConfig)

Parameters are set dynamically via JSON config (json_config). Available fields depend on request type and instance settings. Typical fields:

  • subject — request subject.
  • priority — priority (low, medium, high, etc.).
  • status — ticket status.
  • tags — request or client tags.
  • request_type — request type.
  • custom fields — additional fields configured in the system.

Values can be static or variable via placeholders (e.g., {{client_name}}).

JSON Config (json_config)

  • Structure — object with keys (field names) and values (text, placeholders, expressions).
  • Placeholders — variables from previous nodes are supported (e.g., {{outputVariable}}).
  • Config is passed to the action_request_update action and defines which fields to update and what values to set.

Example: update request subject to value entered by client in previous node:

{
  "subject": "{{client_subject}}"
}