Actions for Radiant Service Desk

First connect Radiant Service Desk. In the bot editor, add the required operations under Integrations and actions and select this connection.

Every action uses the internal ticket ID, ticket_id. This is TicketID, not the displayed TicketNumber. Take it from the incoming-message context or a retrieved ticket; do not substitute a ticket number, title or another ticket's ID.

Get Radiant ticket

This action reads data. It returns ticket details including the title, number, state, priority, queue, owner and request information.

include_articles controls whether messages are included; it defaults to enabled. article_limit selects 1 to 100 recent articles, with a default of 30. Articles identify their sender and public or internal visibility. Do not disclose internal-note information to the customer.

Add internal note

Provide ticket_id and non-empty content. The action writes an internal note for staff. It is not a public customer reply.

Change ticket state

Provide ticket_id and a state_id from the connected system's state directory. Use a state appropriate for this ticket and your process. A state name does not replace its ID.

Change ticket priority

Provide ticket_id and a priority_id from the Radiant directory. IDs from another installation are not interchangeable.

Assign queue or agent

Provide ticket_id and at least one of queue_id or agent_id. Both may be supplied.

Choose values from the connection's directories and verify their suitability with the administrator. A queue's presence in a directory does not by itself prove that it can be assigned to a particular ticket.

Hand off to an agent

Provide ticket_id and a queue_id or agent_id. The action updates assignment. An optional summary is added as an internal conversation-summary note; without a summary, no note is created.

Handoff is not a separate public customer message. Public replies use the connection's channel mode.

Recommended sequence

1. Retrieve the ticket and required messages.
2. Determine the appropriate state, priority, queue and agent.
3. Add an internal analysis note if needed.
4. Apply agreed changes or hand the ticket to an agent.
5. Verify the result in Radiant. Set a final state only after resolving the request.

Only the ticket-retrieval action reads data; the other five may update the ticket or create a note. Test them on a separate test ticket. A successful response using an already-set value does not prove that the value changed.

If an action is unavailable, check connector capabilities and the configured integration agent. If a write result is unknown, inspect the ticket in Radiant first: do not repeat the write blindly or invent missing IDs.