Sales team (5 users) reporting Outlook disconnected since 9am.
", "client_id": 123, "site_id": 456, "user_id": 789, "tickettype_id": 1, "status_id": 1, "priority_id": 2, "category_1": "Email", "agent_id": 101, "team_id": 5 } ] ``` ### Get / Search Tickets ```http GET /api/Tickets/54321 # single ticket GET /api/Tickets/54321?includedetails=true&includeactions=true # with related data GET /api/Tickets?client_id=123&open_only=true # open tickets for client GET /api/Tickets?search=email%20not%20working # text search GET /api/Tickets?page_no=1&page_size=50&orderdesc=true # paginated ``` ### Update Ticket ```http POST /api/Tickets ``` ```json [{ "id": 54321, "status_id": 2, "agent_id": 101 }] ``` Resolve with resolution note: ```json [{ "id": 54321, "status_id": 8, "resolution": "Cleared Outlook cache and repaired Office installation." }] ``` ### Add Action (Note / Time Entry) ```http POST /api/Actions ``` Internal note: ```json [{ "ticket_id": 54321, "note": "Root cause: KB5034441 update.
", "actiontype_id": 0, "hiddenfromuser": true }] ``` Client-visible note with email: ```json [{ "ticket_id": 54321, "note": "We've identified the cause and are working on a fix.
", "actiontype_id": 0, "hiddenfromuser": false, "emailto": "john@acme.com" }] ``` Time entry: ```json [{ "ticket_id": 54321, "note": "Troubleshooting email connectivity.
", "timetaken": 30, "charge": true, "actiontype_id": 0, "agent_id": 101 }] ``` ### Attachments ```http POST /api/Attachment # multipart/form-data: file, ticket_id, filename, isimage GET /api/Attachment?ticket_id=54321 # list attachments ``` ## Ticket Creation Workflow (with Validation) 1. **Validate client** -- `GET /api/Clients/{client_id}`. If not found: stop and report error. 2. **Check active contract** -- `GET /api/ClientContract?client_id={id}&active_only=true`. If no active contract: stop and notify, or proceed per org policy. 3. **Search for duplicates** -- `GET /api/Tickets?client_id={id}&open_only=true&search={summary_keywords}`. If duplicate found: link tickets via action note instead of creating new ticket. 4. **Create ticket** -- `POST /api/Tickets` with defaults: `status_id=1`, `priority_id=3` (if unspecified). 5. **Verify creation** -- confirm response contains `id`. If 400 error: check required fields (`client_id`, `summary`, `tickettype_id`). 6. **Route and notify** -- assign team based on category/client config, send acknowledgment action. ### Status Transition Validation Before changing status, verify: - **To Resolved/Closed (8/9)**: `resolution` field is required. Warn if moving directly from New without In Progress step. - **To In Progress (2)**: `agent_id` should be assigned. Warn if missing. - **Any transition**: query `/api/Status` to confirm target status is valid for your instance. ## Best Practices - **Search before creating** -- always check for duplicate open tickets for the same client - **Use `hiddenfromuser: true`** for technical notes; keep client-facing notes professional - **Log time entries as work happens** -- attach `timetaken` and `charge` to action notes - **Monitor SLA states proactively** -- tickets with `slahold=false` approaching `deadlinedate` need escalation ## Reference Files - [FIELDS.md](./FIELDS.md) -- complete ticket field reference (core, classification, assignment, timeline, SLA, contract fields) - [ERRORS.md](./ERRORS.md) -- API error codes and validation error resolution - [REFERENCE.md](./REFERENCE.md) -- status codes, priority levels, action types, SLA states, status transition flow ## Related Skills - [HaloPSA Clients](../clients/SKILL.md) -- client and contact management - [HaloPSA Contracts](../contracts/SKILL.md) -- service agreements and billing - [HaloPSA Assets](../assets/SKILL.md) -- asset tracking - [HaloPSA API Patterns](../api-patterns/SKILL.md) -- authentication and queries