Log in to the Kayako Classic Admin console with your credentials. On the left sidebar menu, navigate to OPTIONS > REST API > Settings. On the API SETTINGS page, select Yes for Enable API. Click Update.
On the left sidebar menu, navigate to OPTIONS > REST API > API Information. You will be shown the REST API key, Secret Key and REST API URL* (server URL). Store the three values in a secure location, you will need them to build the integration connection in D3 SOAR (See step 3h of Configuring D3 SOAR to Work with Kayako Classic) Note: You can click Regenerate REST API Credentials to create a new API key and secret key.
Reader Note
Please only copy and save the server URL up until /api/ as the input for the Server URL (domain level) parameter to build the connection in D3 SOAR. For example, if the REST API URL shown is https://kcdemo-classic.kayako.com/admin/api/, only https://kcdemo-classic.kayako.com/admin is required as the input for the Server URL (domain level) parameter when building the connection.
Configuring D3 SOAR to Work with Kayako Classic
Log in to D3 SOAR.
Find the Kayako Classic integration.
Navigate to Configuration on the top header menu.
Click on the Integration icon on the left sidebar.
Type Kayako Classic in the search box to find the integration, then click it to select it.
Click + Connection, on the right side of the Connections section. A new connection window will appear.
Configure the following fields to create a connection to Kayako Classic.
Connection Name: The desired name for the connection.
Site: Specifies the site to use the integration connection. Use the drop-down menu to select the site. The Share to Internal Sites option enables all sites defined as internal sites to use the connection. Selecting a specific site will only enable that site to use the connection.
Recipient site for events from connections Shared to Internal Sites: This field appears if you selected Share to Internal Sites for Site to let you select the internal site to deploy the integration connection.
Agent Name (Optional): Specifies the proxy agent required to build the connection. Use the dropdown menu to select the proxy agent from a list of previously configured proxy agents.
Description (Optional): Add your desired description for the connection.
Configure User Permissions: Defines which users have access to the connection.
Active: Check the tick box to ensure the connection is available for use.
System: This section contains the parameters defined specifically for the integration. These parameters must be configured to create the integration connection. See step 2 of Configuring Kayako Classic to Work with D3 SOAR for instructions on obtaining the input values. 1. Input the Kayako Classic Server URL. 2. Input your saved API Key. 3. Input your saved API Secret.
Enable Password Vault: An optional feature that allows users to take the stored credentials from their own password vault. Please refer to the password vault connection guide if needed.
Connection Health Check: Updates the connection status you have created. A connection health check is done by scheduling the Test Connection command of this integration. This can only be done when the connection is active. To set up a connection health check, check the Connection Health Check tickbox. You can customize the interval (minutes) for scheduling the health check. An email notification can be set up after a specified number of failed connection attempts.
Test the connection.
Click Test Connection to verify the account credentials and network connection. If the Test Connection Passed alert window appears, the test connection is successful. You will see Passed with a green checkmarkappear beside the Test Connection button. If the test connection fails, please check your connection parameters and try again.
Click OK to close the alert window.
Click +Add to create and add the configured connection.
Commands
Kayako Classic includes the following executable commands for users to set up schedules or create playbook workflows. With the Test Command, you can execute these commands independently for playbook troubleshooting.
Department ID are required parametersto run this command.
Run the List Departments command to obtain Department IDs.
User ID, Staff ID and Ownerstaff ID are optional parameters to run this command.
Run the List Users command to obtain User IDs.
Run the List Staff command to obtain Staff IDs or Ownerstaff IDs.
When the defined value of the Autouser ID parameter is “1”, only one of the User ID or the Staff ID parameters requires an input. You cannot define both parameters.
The Ownerstaff ID parameter can only be defined when the Staff ID parameter is not defined.
Template Group is an optional parameter to run this command. It can be added from the Kayako Classic user interface. On the left sidebar menu, navigate to OPTIONS > Templates > Groups, then click + New.
Input
Input Parameter
Required/Optional
Description
Example
Subject
Required
The subject of the ticket.
test1201c
Fullname
Required
The full name of the ticket creator.
jon
Email
Required
The email address of the ticket creator.
test@example.com
Contents
Required
The contents of the first ticket post.
content test1201
Department ID
Required
The ID of the department to assign the ticket to. Department IDs can be obtained using the List Departments command.
33
Ticket Status
Required
The status of the ticket. The available ticket statuses are NEW(NOUVEAU), IN PROGRESS, CLOSED, WAITING FOR CUSTOMER, READY TO DELIVER, and DELIVERED.
WAITING FOR CUSTOMER
Ticket Priority
Required
The priority of the ticket. The available ticket priorities are BLOCKING(BLOQUANT), MAJOR(Majeur) and MINOR(Mineur).
Major(Majeur)
Ticket Type
Required
The ticket type to assign. The available ticket types are Assistance, Topic, Maintenance, Issue and Follow Up.
Issue
Autouser ID
Optional
If you select “1”, the option to auto select the ticket creator’s user ID based on the input email address will be enabled. If no email address is found, a new user will be created based on the input email address. If you select “0”, you must define at least one of the User ID or Staff ID parameters. The default option is “0”.
1
User ID
Optional
The user ID of the ticket creator when “0” is selected for the Autouser ID parameter. User IDs can be obtained using the List Users command. Note: Only one of the User ID or Staff ID parameters can be defined.
123
Staff ID
Optional
The staff ID of the ticket creator when “0” is selected for the Autouser ID parameter. Staff IDs can be obtained using the List Staff command. Note: Only one of the User ID or Staff ID parameters can be defined.
234
Ownerstaff ID
Optional
The ID of the ticket’s owner. Ownerstaff IDs can be obtained using the List Staff command. Note: You can only define this ticket if the Staff ID parameter is not defined.
123
Ticket Creation Type
Optional
The ticket creation type (Default or Phone). The default option is Default.
Phone
Template Group
Optional
The ID or name of the custom template group to associate the ticket with. Template group names can be obtained on the Kayako Classic user interface. On the left sidebar menu, navigate to OPTIONS > Templates > Groups, then click + New. The default template group is used by default.
Note: This parameter is only available from version 4.40.954 of Kayako Classic and onwards.
Default
Ignore Auto Responder
Optional
The option to disable an auto responder email, if set to Yes. The default option is No.
Note: This parameter is only available from version 4.40.1079 of Kayako Classic and onwards.
No
Email Queue ID
Optional
The option to select an email queue ID. Email queue IDs can be obtained on the Kayako Classic user interface. On the left sidebar menu, navigate to OPTIONS > Email Parser > Email Queues.
Note: This parameter is only available from version 4.70 of Kayako Classic and onwards.
10
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Create Ticket failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: User ID Not Found.
Error Sample Data
Create Ticket failed.
Status Code: 404.
Message: User ID Not Found.
Create Ticket Time Track Note
Adds a new time tracking note to a ticket.
Reader Note
Ticket ID and Staff ID are required parametersto run this command.
Run the List Tickets command to obtain Ticket IDs.
Run the List Staff command to obtain Staff IDs.
Worker Staff IDs is an optional parameter to run this command.
Run the List Staff command to obtain Worker Staff IDs.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to add a time tracking note. Ticket IDs can be obtained using the List Tickets command.
5***
Contents
Required
The contents of the time tracking note.
Time track comment on 20221130 evening
Staff ID
Required
The staff ID of the time tracking note’s creator. Staff IDs can be obtained using the List Staff command.
153
Work Time
Required
The timestamp of when the work item was executed.
2022-11-28 00:00
Bill Time
Required
The timestamp of when to bill the use.
2022-11-29 00:00
Time Spent
Required
The amount of time spent on the ticket (in seconds).
3600
Time Billable
Required
The amount of billable time (in seconds).
1800
Worker Staff ID
Optional
The ID of the worker creating the entry. If this parameter is not defined, the ID of the staff user creating this entry will be used by default. Worker Staff IDs can be obtained using the List Staff command.
123
Note Color
Optional
The color of the time tracking note on the Kayako Classic user interface. The available note colors are Yellow, Purple, Blue, Green and Red. If this parameter is not defined, the default note color will be Yellow.
Green
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Create Ticket Time Track Note failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Create Ticket Time Track Note failed.
Status Code: 404.
Message: Ticket ID Not Found.
Delete Ticket Time Track Note
Deletes the ticket time tracking note identified by Time Track ID linked to the Ticket ID.
Reader Note
Ticket ID and Time Track ID are required parametersto run this command.
Run the List Tickets command to obtain Ticket IDs.
Run the Get Ticket Time Track Notes List command to obtain Time Track IDs. The Time Track IDs can be found in the returned raw data, at the path return$.timetrack.[*].id.
It is suggested to run the List Tickets command first to get your desired ticket ID first, then the ID to run the Get Ticket Time Track Notes List command. Finally, use the obtained Ticket ID and Time Track ID to run the Delete Ticket Time Track Note command.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket linked to the time tracking note to delete. Ticket IDs can be obtained using the List Tickets command.
5***
Time Track ID
Required
The ID of the ticket time tracking note to delete. Time Track IDs can be obtained using the Get Ticket Time Track Notes List command.
10
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Delete Ticket Time Track Note failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Delete Ticket Time Track Note failed.
Status Code: 404.
Message: Ticket ID Not Found.
Get Ticket
Retrieves the ticket identified by ticket ID.
Reader Note
Ticket ID is a required parameterto run this command.
Run the List Tickets command to obtain Ticket IDs.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to retrieve. Ticket IDs can be obtained using the List Tickets command.
5*****
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Get Ticket failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Get Ticket failed.
Status Code: 404.
Message: Ticket ID Not Found.
Get Ticket Custom Fields
Retrieve a list of the specified ticket's custom fields.
Reader Note
Ticket ID is a required parameterto run this command.
Run the List Tickets command to obtain Ticket IDs.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to return its corresponding custom fields from. Ticket IDs can be obtained using the List Tickets command.
5***
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Get Ticket Custom Fields failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Get Ticket Custom Fields failed.
Status Code: 404.
Message: Ticket ID Not Found.
Get Ticket Time Track Note
Retrieves the time tracking note identified by Time Track ID that belongs to a ticket identified by Ticket ID.
Reader Note
Ticket ID and Time Track ID are required parametersto run this command.
Run the List Tickets command to obtain Ticket IDs.
Run the Get Ticket Time Track Notes List command to obtain Time Track IDs. The Time Track IDs can be found in the returned raw data, at the path return$.timetrack.[*].id.
It is suggested to run the List Tickets command first to get your desired ticket ID first, then the ID to run the Get Ticket Time Track Notes List command. Finally, use the obtained Ticket ID and Time Track ID to run the Get Ticket Time Track Note command.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to retrieve its corresponding time tracking note from. Ticket IDs can be obtained using the List Tickets command.
5***
Time Track ID
Required
The ID of the time tracking note to retrieve. Time Track IDs can be obtained using the Get Ticket Time Track Notes List command.
10
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Get Ticket Time Track Note failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Get Ticket Time Track Note failed.
Status Code: 404.
Message: Ticket ID Not Found.
Get Ticket Time Track Notes List
Retrieves a list of a ticket's time track notes.
Reader Note
Ticket ID is a required parameterto run this command.
Run the List Tickets command to obtain Ticket IDs.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to retrieve its corresponding time tracking notes from. Ticket IDs can be obtained using the List Tickets command.
5***
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
SAMPLE DATA
CODE
No Sample Data
Error Handling
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Get Ticket Time Track Notes List failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Get Ticket Time Track Notes List failed.
Status Code: 404.
Message: Ticket ID Not Found.
List Departments
Retrieve a list of all departments and sub-departments in the help desk.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
SAMPLE DATA
ID
TITLE
TYPE
MODULE
APP
DISPLAYORDER
PARENTDEPARTMENTID
USERVISIBILITYCUSTOM
USERGROUPS
***
AMI EI
private
tickets
tickets
1
0
0
None
Error Handling
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
List Departments failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 403.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: An existing connection was forcibly closed by the remote host.
Error Sample Data
List Departments failed.
Status Code: 403.
Message: An existing connection was forcibly closed by the remote host.
List Staff
Retrieves a list of all staff users in the help desk.
Input
N/A
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
SAMPLE DATA
ID
STAFFGROUPID
FIRSTNAME
LASTNAME
FULLNAME
USERNAME
EMAIL
DESIGNATION
GREETING
MOBILENUMBER
ISENABLED
TIMEZONE
ENABLEDST
SIGNATURE
***
10
Test
User
Test User
test1
tset1@example.co.uk
None
None
None
1
None
0
None
Error Handling
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
List Staff failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 403.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: An existing connection was forcibly closed by the remote host.
Error Sample Data
List Staff failed.
Status Code: 403.
Message: An existing connection was forcibly closed by the remote host.
List Tickets
Retrieves a filtered list of tickets from the help desk. The returned tickets are ordered by Ticket ID in descending order.
Reader Note
The input parameter Department IDs is required to run this command.
Run the List Departments command to obtain Department IDs.
Owner Staff IDs and User IDs are optional parameters to run this command.
Run the List Staff command to obtain Owner Staff IDs.
Run the List Users command to obtain the User IDs.
Input
Input Parameter
Required/Optional
Description
Example
Department IDs
Required
A comma-separated list of ID(s) of the department(s) to filter tickets. Department IDs can be obtained using the List Departments command.
[
2,
3
]
Ticket Status
Optional
The ticket status to filter returned tickets. If this parameter is not defined, tickets of all statuses will be returned.
NEW(NOUVEAU)
Owner Staff IDs
Optional
A comma-separated list of ID(s) of the ticket owner(s) to filter tickets. Owner Staff IDs can be obtained using the List Staff command.
[
100,
70
]
User IDs
Optional
A comma-separated list of ID(s) of the user(s) to filter tickets. User IDs can be obtained using the List Users command.
[
123
]
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
List Tickets failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: User ID Not Found.
Error Sample Data
List Tickets failed.
Status Code: 404.
Message: User ID Not Found.
List Users
Retrieves a list of all users in the help desk starting from a marker (user ID) until the specified fetch limit is reached (1,000 by default).
Reader Note
If no input parameters are defined, all users will be returned.
Input
Input Parameter
Required/Optional
Description
Example
Marker User ID
Optional
The ID of the marker user. User IDs with values greater than the marker user ID will be returned, subject to the defined Limit value. For example, if the defined Marker User ID is 100, user IDs with values greater than 100 will be returned.
100
Limit
Optional
The maximum number of users to return.
2
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
SAMPLE DATA
ID
USERGROUPID
USERROLE
USERORGANIZATIONID
SALUTATION
USEREXPIRY
FULLNAME
EMAIL
DESIGNATION
PHONE
DATELINE
LASTVISIT
ISENABLED
TIMEZONE
ENABLEDST
SLAPLANID
SLAPLANEXPIRY
100
2
user
None
None
0
Test User
test.user@example.com
None
None
1658229211
0
1
None
0
0
0
Error Handling
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
List Users failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 403.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: An existing connection was forcibly closed by the remote host.
Error Sample Data
List Users failed.
Status Code: 403.
Message: An existing connection was forcibly closed by the remote host.
Update Ticket
Updates the specified ticket.
Reader Note
Ticket ID is a required parameter to run this command
Run the List Tickets command to obtain Ticket IDs
Department ID, Owner Staff ID and User ID are optional parameters to run this command.
Run the List Departments command to obtain Department IDs.
Run the List Staff command to obtain Staff IDs or Ownerstaff IDs.
Run the List Users command to obtain User IDs.
Template Group is an optional parameter to run this command. It can be added from the Kayako Classic user interface. On the left sidebar menu, navigate to OPTIONS > Templates > Groups, then click + New.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to update. Ticket IDs can be obtained using the List Tickets command.
5***
Subject
Optional
The updated subject of the ticket.
test1130NEW
Fullname
Optional
The updated full name of the ticket creator.
test
Email
Optional
The updated email address of the ticket creator.
test@example.com
Department ID
Optional
The updated department ID to associate the ticket with. Department IDs can be obtained using the List Departments command.
20
Ticket Status
Optional
The updated status of the ticket. The available ticket statuses are NEW(NOUVEAU), IN PROGRESS, CLOSED, WAITING FOR CUSTOMER, READY TO DELIVER, and DELIVERED.
WAITING FOR CUSTOMER
Ticket Priority
Optional
The updated priority of the ticket. The available ticket priorities are BLOCKING(BLOQUANT), MAJOR(Majeur) and MINOR(Mineur).
Major(Majeur)
Ticket Type
Optional
The updated ticket type to assign. The available ticket types are Assistance, Topic, Maintenance, Issue and Follow Up.
Maintenance
Owner Staff ID
Optional
The updated owner staff ID of the ticket owner. Staff IDs can be obtained using the List Staff command.
152
User ID
Optional
The updated ID of the ticket user. User IDs can be obtained using the List Users command.
134
Template Group
Optional
The ID or name of the custom template group to associate the ticket with. Template group names can be obtained on the Kayako Classic user interface. On the left sidebar menu, navigate to OPTIONS > Templates > Groups, then click + New. The default template group is used by default.
Note: This parameter is only available from version 4.40.954 of Kayako Classic and onwards.
Default
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
Common cyber security indicators such as unique IDs, file hash values, CVE numbers, IP addresses, etc., will be extracted from Raw Data as Key Fields. The system stores these key fields in the path $.[playbookTask].outputData. You can use these key-value pairs as data points for playbook task inputs.
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab. Return Data can be passed down directly to a subsequent command or used to create conditional tasks in playbooks.
SAMPLE DATA
CODE
Successful
Result
Provides a brief summary of outputs in an HTML formatted table.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Update Ticket failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Ticket ID and Custom Fields are required parametersto run this command.
Run the List Tickets command to obtain Ticket IDs.
Run the Get Ticket Custom Fields command to obtain custom field names. The custom field names must be preconfigured to run this command.
It is suggested to run the List Tickets command first to get your desired Ticket ID first, then the ID to run the Get Ticket Custom Fields command. Finally, use the obtained Ticket ID and Custom Fields to run the Update Ticket Custom Fields command.
Input
Input Parameter
Required/Optional
Description
Example
Ticket ID
Required
The ID of the ticket to update its corresponding custom fields. Ticket IDs can be obtained using the List Tickets command.
5***
Custom Fields
Required
The JSON-formatted key-value pairs of the custom fields to update. For example, {"CUSTOME_FIELD_NAME": "VALUE"}. Custom field names can be obtained using the Get Ticket Custom Fields command.
{
"lqu2znibuxxb": "Be Calm456"
}
Output
Raw Data
The primary response data from the API request. This API returns XML-formatted results in the raw data.
If the Return Data is Failed, an Error tab will appear in the Test Result window.
The errortab contains the details responded from D3 SOAR or third-party API calls, including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Update Ticket Custom Fields failed.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 404.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: Ticket ID Not Found.
Error Sample Data
Update Ticket Custom Fields failed.
Status Code: 404.
Message: Ticket ID Not Found.
Test Connection
Allows you to perform a health check on an integration connection. You can schedule a periodic health check by selecting Connection Health Check when editing an integration connection.
Input
N/A
Output
Return Data
Indicates one of the possible command execution states: Successful or Failed. The Failed state can be triggered by any of the following errors:
A connection issue with the integration
The API returned an error message
No response from the API
You can view more details about an error in the Error tab.
SAMPLE DATA
CODE
Successful
Error Handling
If the Return Data is partially successful or failed, an Error tab will appear in the Test Result window.
The error tab contains the responses from the third-party API calls including Failure Indicator, Status Code, and Message. This can help you locate the root cause of a command failure.
Parts in Error
Description
Example
Failure Indicator
Indicates the command failure that happened at a specific input and/or API call.
Test Connection failed. Failed to check the connector.
Status Code
The response code issued by the third-party API server or the D3 SOAR system that can be used to locate the corresponding error category. For example, if the returned status code is 401, the selected connection is unauthorized to run the command. The user or system support would need to check the permission setting in the Kayako Classic portal. Refer to the HTTP Status Code Registry for details.
Status Code: 403.
Message
The raw data or captured key error message from the integration API server about the API request failure.
Message: An existing connection was forcibly closed by the remote host.
Error Sample Data
Test Connection failed. Failed to check the connector.
Status Code: 403.
Message: An existing connection was forcibly closed by the remote host.
JavaScript errors detected
Please note, these errors can depend on your browser setup.
If this problem persists, please contact our support.
