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. For status values, priorities, SLA tables, and note types see REFERENCE.md.

Anti-triggers

• RMM-generated alerts — "connectwise alert" commonly means an Automate monitor alert, which lives in the RMM and only becomes a PSA ticket once escalated; use connectwise-automate-alerts.
• Project tickets — tickets on a project board are /project/tickets, a separate entity with its own tools (cw_search_project_tickets); use connectwise-psa-projects.
• Hours worked on a ticket — the ticket is the charge target, not the record that holds the time; use connectwise-psa-time-entries.
• Another PSA's tickets — Autotask, HaloPSA, Atera, Syncro and SuperOps all call them tickets; this skill speaks only the ConnectWise PSA /service/tickets API. Use autotask-tickets, halopsa-tickets, atera-tickets, syncro-tickets or superops-tickets.

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:

   PATCH /service/tickets/{id}
   Content-Type: application/json
   
   {
     "status": {"name": "Closed"},
     "closedFlag": true,
     "resolution": "DNS records corrected; email service restored for all affected users."
   }
   

5. 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 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 — Company management
• ConnectWise Contacts — Contact management
• ConnectWise Time Entries — Time tracking
• ConnectWise API Patterns — Query syntax and auth