Request Tracker (RT) API Authentication

How to authenticate Request Tracker (RT) API requests: one Bearer API key plus a connectionId. MindCloud stores your Request Tracker (RT) API key securely —…

Every Request Tracker (RT) API request through MindCloud needs two things: a MindCloud API Key and a connectionId for your Request Tracker (RT) account. This page covers both, plus exactly how to send them, so you do not need to visit any other page to get authenticated.

Steps to authenticate

Create a MindCloud account at app.mindcloud.co if you do not already have one.
Generate a MindCloud API Key in API Keys. This is the Bearer token you send on every request. Keep it on your server.
Create a Request Tracker (RT) connection in Connections. Request Tracker (RT) uses an API key. You generate the key in your Request Tracker (RT) account, then paste it in when you create the connection — MindCloud stores it securely and never returns it in a response.
Copy the connection’s connectionId — you will send it on every request alongside your MindCloud API Key.

How requests are authenticated

Authentication has two layers. Your MindCloud API Key authenticates the request to MindCloud, sent as a Bearer token in the Authorization header. The connectionId selects the connected Request Tracker (RT) account that should run the action. MindCloud stores and refreshes the Request Tracker (RT) credentials behind that connection, so you never send provider tokens with your requests.

Pass connectionId in the query string for GET and DELETE actions, and in the JSON body for POST, PUT, and PATCH actions.

For example, calling List Queues with an Request Tracker (RT) connection looks like this:

curl --request POST \
  --url "https://connect.mindcloud.co/v2/universal/apps/requestTrackerRT/actions/list-queues/run" \
  --header "Authorization: Bearer $MINDCLOUD_API_KEY" \
  --header "Content-Type: application/json" \
  --data '{
  "connectionId": "$CONNECTION_ID",
  "arguments": {}
}'

The Authorization: Bearer <your MindCloud API Key> header authenticates you to MindCloud; the connectionId tells MindCloud which Request Tracker (RT) account to run the action against. Missing or invalid Authorization returns 401, and a missing or mismatched connectionId returns 400.

Create an RT API token

Use the RT user account that MindCloud should act as. That account must already have the RT rights needed for the tickets, queues, users, and groups you want this app to manage.

Sign in to your RT instance
Open your RT web app and sign in with the user account that MindCloud should use.
Open the AuthTokens settings page
In RT, open the menu labeled Logged in as, choose Settings, then open AuthTokens.
Logged in as → Settings → AuthTokens
Create a new auth token
Create a new token for REST API access, then copy the token value RT shows you.
Paste the token into MindCloud
Return to MindCloud and paste the copied value into the API Token field for this RT connection.

Keep your key safe

Keep your MindCloud API Key on your server; do not ship it in browser code, mobile apps, public repositories, or logs. Anyone with the key can call the Universal API as your MindCloud account, across every connection you have created.