Adding article usage information to transaction object via REST API

RT Users
1

Hello,

Is there any way to track information about which Articles were used in a Ticket transaction when using the RT REST API?

For example, when creating a Comment or Reply, can we see data about the Articles included in that transaction?

Currently, to face that limitation, we have developed a scrip that intersects the AddLink Transactions when a link between the Article and Ticket is created and added some information about the Article in the last comment/correspond transaction of the Ticket. Is there any better way to do that?

Thanks in advance for any guidance!

2

It might be possible to add some transaction custom field changes based on the article being included, then you could query on those transaction CF values

3

The only way I managed to make it work was by intercepting the AddLink transactions (when a link between the Article and the Ticket is created) and then iterating back to the last comment or correspondence transaction from the same user. However, this approach doesn’t feel quite right, and I’d like to know if there’s a better or more correct way to handle this.