SuperOps Tickets

SuperOps.ai Ticket Management

Overview

SuperOps.ai tickets are the core unit of service delivery in the PSA. Every client request, incident, and service task flows through the ticketing system. This skill covers comprehensive ticket management including creation, updates, notes, time entries, and workflow automation using the GraphQL API.

Ticket Status Values

| Status | Description | Business Logic | |--------|-------------|----------------| | Open | Newly created or reopened | Default for new tickets | | In Progress | Actively being worked | Technician assigned | | Pending | Waiting for external action | SLA clock may pause | | Resolved | Issue addressed | Awaiting confirmation | | Closed | Ticket complete | No further action |

Ticket Priority Levels

| Priority | Description | Typical Response | |----------|-------------|------------------| | Critical | Business-stopping issue | Immediate response | | High | Major productivity impact | 1-2 hours | | Medium | Single user/workaround exists | 4-8 hours | | Low | Minor issue/enhancement | Next business day |

Key Ticket Fields

Core Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | ticketId | ID | System | Auto-generated unique identifier | | ticketNumber | String | System | Human-readable ticket number | | subject | String | Yes | Brief issue summary | | description | String | No | Detailed description | | ticketType | Enum | No | Incident, Service Request, Problem, Change | | requestType | Enum | No | Classification type | | source | Enum | No | How ticket was created (email, portal, phone) |

Assignment Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | client | ClientIdentifier | Yes | Client/account reference | | site | SiteIdentifier | No | Site within client | | requester | RequesterIdentifier | No | Person who reported | | assignee | TechnicianIdentifier | No | Assigned technician | | techGroup | TechGroupIdentifier | No | Technician group |

Classification Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | priority | Enum | No | Critical, High, Medium, Low | | impact | Enum | No | Impact level | | urgency | Enum | No | Urgency level | | category | CategoryIdentifier | No | Service category |

GraphQL Operations

Create a Ticket

mutation createTicket($input: CreateTicketInput!) {
  createTicket(input: $input) {
    ticketId
    ticketNumber
    subject
    status
    priority
    createdTime
    client {
      accountId
      name
    }
    assignee {
      id
      name
    }
  }
}

Variables:

{
  "input": {
    "subject": "Unable to access email - Outlook disconnected",
    "description": "User reports Outlook showing disconnected status since 9am. Webmail works fine.",
    "client": {
      "accountId": "abc123"
    },
    "priority": "HIGH",
    "requester": {
      "email": "john.smith@acme.com"
    },
    "techGroup": {
      "name": "Service Desk"
    },
    "category": {
      "name": "Email"
    }
  }
}

List Tickets

query getTicketList($input: ListInfoInput!) {
  getTicketList(input: $input) {
    tickets {
      ticketId
      ticketNumber
      subject
      status
      priority
      createdTime
      lastUpdatedTime
      client {
        accountId
        name
      }
      assignee {
        id
        name
      }
      requester {
        id
        name
        email
      }
    }
    listInfo {
      totalCount
      hasNextPage
      endCursor
    }
  }
}

Variables with Filters:

{
  "input": {
    "first": 50,
    "filter": {
      "status": ["Open", "In Progress"],
      "priority": ["Critical", "High"],
      "client": {
        "accountId": "abc123"
      }
    },
    "orderBy": {
      "field": "createdTime",
      "direction": "DESC"
    }
  }
}

Get Single Ticket

query getTicket($input: TicketIdentifierInput!) {
  getTicket(input: $input) {
    ticketId
    ticketNumber
    subject
    description
    status
    priority
    impact
    urgency
    createdTime
    lastUpdatedTime
    client {
      accountId
      name
    }
    site {
      id
      name
    }
    requester {
      id
      name
      email
      phone
    }
    assignee {
      id
      name
      email
    }
    techGroup {
      id
      name
    }
    category {
      id
      name
    }
    customFields {
      name
      value
    }
  }
}

Variables:

{
  "input": {
    "ticketId": "ticket-uuid-here"
  }
}

Update a Ticket

mutation updateTicket($input: UpdateTicketInput!) {
  updateTicket(input: $input) {
    ticketId
    ticketNumber
    status
    priority
    assignee {
      id
      name
    }
    lastUpdatedTime
  }
}

Variables - Assign and Change Status:

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "status": "In Progress",
    "assignee": {
      "id": "tech-uuid"
    },
    "priority": "HIGH"
  }
}

Variables - Resolve Ticket:

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "status": "Resolved",
    "resolution": "Cleared Outlook cache and repaired Office installation. Email flow restored."
  }
}

Add Ticket Note

mutation addTicketNote($input: AddTicketNoteInput!) {
  addTicketNote(input: $input) {
    noteId
    content
    createdTime
    isPublic
    createdBy {
      id
      name
    }
  }
}

Variables - Internal Note:

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "content": "Checked event logs - found KB5034441 update correlation. Known Outlook cache issue.",
    "isPublic": false
  }
}

Variables - Public Note (visible to client):

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "content": "We've identified the cause of the issue. A technician is working on the fix and will have it resolved within the hour.",
    "isPublic": true
  }
}

Add Time Entry

mutation addTicketTimeEntry($input: AddTimeEntryInput!) {
  addTicketTimeEntry(input: $input) {
    timeEntryId
    ticketId
    duration
    description
    technician {
      id
      name
    }
    createdTime
  }
}

Variables:

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "duration": 30,
    "description": "Troubleshooting Outlook connectivity, cleared cache, repaired Office installation",
    "workType": "Remote Support",
    "billable": true
  }
}

Common Workflows

Ticket Creation Flow

1. Validate client exists - Query client by name or ID
2. Check for duplicates - Search recent tickets with similar subject
3. Set defaults:
4. Status: Open
5. Priority: Medium (if not specified)
6. Create ticket - Use createTicket mutation
7. Send acknowledgment - Note auto-reply to requester

Ticket Triage Workflow

# 1. Get unassigned tickets
query getUnassignedTickets($input: ListInfoInput!) {
  getTicketList(input: $input) {
    tickets {
      ticketId
      ticketNumber
      subject
      priority
      client { name }
      createdTime
    }
  }
}

Variables:

{
  "input": {
    "filter": {
      "status": ["Open"],
      "assignee": null
    },
    "orderBy": {
      "field": "priority",
      "direction": "DESC"
    }
  }
}

Escalation Workflow

mutation escalateTicket($input: UpdateTicketInput!) {
  updateTicket(input: $input) {
    ticketId
    status
    priority
    techGroup { name }
  }
}

Variables:

{
  "input": {
    "ticketId": "ticket-uuid",
    "priority": "CRITICAL",
    "techGroup": {
      "name": "Tier 2 Support"
    },
    "escalationReason": "Complex Exchange hybrid configuration issue"
  }
}

Error Handling

Common Errors

| Error | Cause | Resolution | |-------|-------|------------| | Client not found |