connectwise-manage-tickets

ConnectWise PSA Ticket Management

Tickets are the core unit of service delivery in ConnectWise PSA. Every client request, incident, and change flows through POST /service/tickets. This skill covers creating, searching, updating, and closing tickets with proper SLA handling.

For complete field definitions see [FIELDS.md](./FIELDS.md). For status values, priorities, SLA tables, and note types see [REFERENCE.md](./REFERENCE.md).

Core API Operations

Create a Ticket

POST /service/tickets
Content-Type: application/json

{
  "summary": "Unable to access email - multiple users affected",
  "board": {"id": 1},
  "company": {"id": 12345},
  "contact": {"id": 67890},
  "priority": {"id": 2},
  "status": {"name": "New"},
  "initialDescription": "Sales team (5 users) reporting Outlook disconnected since 9am. Webmail working."
}

Required fields: summary, board, company. Use initialDescription for the first note with full details.

Get / Update a Ticket

GET /service/tickets/{id}

PATCH /service/tickets/{id}
Content-Type: application/json

{"status": {"name": "In Progress"}, "owner": {"id": 123}}

Add a Note

POST /service/tickets/{ticketId}/notes
Content-Type: application/json

{
  "text": "Identified the issue as a DNS configuration problem.",
  "internalAnalysisFlag": true,
  "resolutionFlag": false
}

Set resolutionFlag: true for resolution notes visible to the customer on close.

Search Tickets

GET /service/tickets?conditions=company/id=12345 and status/name!="Closed"&orderBy=priority/id asc

Common Query Patterns

# Open tickets for a company
conditions=company/id=12345 and closedFlag=false

# High priority open tickets
conditions=priority/id<=2 and closedFlag=false

# Tickets by date range
conditions=dateEntered>=[2024-01-01] and dateEntered<[2024-02-01]

# SLA-breached tickets
conditions=_info/sla_resolve_by<[2024-02-15T12:00:00Z] and closedFlag=false

# My assigned tickets
conditions=resources contains "jsmith" and closedFlag=false

Workflow: Ticket Closure with Validation

Follow these checkpoints before closing any ticket:

1. Verify resolution exists — GET /service/tickets/{id} and confirm resolution field is populated. If empty, add a resolution note first (resolutionFlag: true).
2. Check time entries — GET /time/entries?conditions=chargeToId={id} and chargeToType="ServiceTicket". Ensure all work is logged.
3. Confirm status is Completed — Tickets must pass through Completed before Closed. Set status to Completed first if still In Progress or waiting.
4. Close the ticket:

```http PATCH /service/tickets/{id} Content-Type: application/json

{ "status": {"name": "Closed"}, "closedFlag": true, "resolution": "DNS records corrected; email service restored for all affected users." } ```

1. Validate closure — GET /service/tickets/{id} and confirm closedFlag: true and closedDate is populated.

If any checkpoint fails, stop and resolve the issue before proceeding. Closing without a resolution note will leave the ticket incomplete in reports.

Best Practices

1. Always specify board — determines available statuses, workflows, and SLA rules.
2. Set accurate priority — use impact/urgency; Priority 1 = highest (business down). See [REFERENCE.md](./REFERENCE.md) for the matrix.
3. Search before creating — check for duplicates with conditions=company/id={id} and summary contains "keyword".
4. Update status promptly — keeps SLA clocks accurate and queues reliable.

Related Skills

• [ConnectWise Companies](../companies/SKILL.md) — Company management
• [ConnectWise Contacts](../contacts/SKILL.md) — Contact management
• [ConnectWise Time Entries](../time-entries/SKILL.md) — Time tracking
• [ConnectWise API Patterns](../api-patterns/SKILL.md) — Query syntax and auth