Two-way pull API integrations

The Ticket API provides a two-way pull integration with your ticketing system.

The Ticket API integration uses a pull model. The Arctic Wolf system automatically sends email notifications to your contacts. During regularly scheduled intervals, your environment polls the Arctic Wolf Ticket API for changes made on the Arctic Wolf side, "pulling" them into your environment. Pull models are often one-way, but the Ticket API uses multiple POST APIs so that supported changes made in your system are reflected in Arctic Wolf in near-real time.

All changes made by Arctic Wolf are detected by the Ticket API and pulled into your environment during polling. However, the API only syncs these changes made in your system back to Arctic Wolf:
  • Adding comments to a ticket
  • Closing a ticket

The Ticket API is not a webhook integration. For webhook integrations, see ITSM ticket synchronization.

Polling frequency

How frequently you poll the Arctic Wolf Ticket API depends on the needs of your organization and the API rate limit.

This table shows various use cases that your organization may have and their appropriate polling frequencies:

Use case

Typical polling frequency

Near real-time events

Every 1–5 minutes

Moderate latency acceptable

Every 5–15 minutes

Batch or non-urgent data

Hourly or daily

Heavy payloads or expensive queries

Daily or on-demand only

When determining your polling frequency, consider these factors:

  • Business requirements
  • API rate limits
  • Cost and performance load
  • Payload size
  • Data volatility