/search-tickets

Search ConnectWise PSA Tickets

Search and filter tickets in ConnectWise PSA using various criteria.

Prerequisites

• Valid ConnectWise PSA API credentials configured
• User must have ticket read permissions

Steps

1. Build search conditions

   • Parse all provided arguments
   • Resolve names to IDs (company, board, assignee)
   • Map status/priority text to appropriate conditions

2. Construct API query

   GET /service/tickets?conditions=<conditions>&page=1&pageSize=<limit>&orderBy=priority/id asc, dateEntered desc
   

3. Execute search

   • Handle pagination if needed
   • Include related fields (company, contact, status)

4. Format and return results

   • Display ticket list with key details
   • Include quick actions for each ticket

Parameters

Parameter	Type	Required	Default	Description
query	string	No	-	Free text search in summary
company	string/int	No	-	Company filter
status	string	No	open	open/closed/all or specific status
priority	string/int	No	-	critical/high/medium/low or 1-4
board	string/int	No	-	Service board filter
assignee	string	No	-	Assigned member filter
date-from	date	No	-	Created on/after date
date-to	date	No	-	Created before date
limit	int	No	25	Max results (1-1000)

Examples

Search by Text

/search-tickets "email not working"

Filter by Company

/search-tickets --company "Acme Corp"

High Priority Open Tickets

/search-tickets --priority high --status open

My Assigned Tickets

/search-tickets --assignee "me"

Combined Filters

/search-tickets --company "Acme" --status open --board "Service Desk" --limit 10

Search by Ticket ID

/search-tickets "54321"

Date Range Search

/search-tickets --date-from "2024-02-01" --date-to "2024-02-15" --status all

Critical Priority Only

/search-tickets --priority 1 --status open

Output

Found 3 tickets matching criteria

+----------+----------------------------------+------------------+----------+-------------+
| ID       | Summary                          | Company          | Priority | Status      |
+----------+----------------------------------+------------------+----------+-------------+
| 54321    | Email not working                | Acme Corporation | High     | In Progress |
| 54318    | Outlook crashes on startup       | Acme Corporation | Medium   | New         |
| 54305    | Cannot send attachments > 10MB   | Acme Corporation | Low      | Waiting     |
+----------+----------------------------------+------------------+----------+-------------+

Quick Actions:
- View ticket: /show-ticket <id>
- Update ticket: /update-ticket <id>
- Add note: /add-note <id>

Detailed View

/search-tickets --company "Acme" --detailed

Found 2 tickets for Acme Corporation

================================================================================
#54321 - Email not working
================================================================================
Company:    Acme Corporation
Contact:    John Smith (john.smith@acme.com)
Priority:   High (2)
Status:     In Progress
Board:      Service Desk
Assignee:   Jane Technician
Created:    2024-02-15 09:23:00
Updated:    2024-02-15 10:45:00
SLA Due:    2024-02-15 11:23:00 (38 min remaining)

Description:
Multiple users unable to send or receive email since 9am.
Affects sales team primarily.

Last Note (10:45):
"Identified issue with mail flow rules. Working on fix."
================================================================================

Filter Reference

Status Values

Text	Condition Generated
open	closedFlag=false
closed	closedFlag=true
all	No status filter
new	status/name="New"
in-progress	status/name="In Progress"
waiting	status/name contains "Waiting"
completed	status/name="Completed"

Priority Values

Text	Priority ID	Condition
critical	1	priority/id=1
high	2	priority/id=2
medium	3	priority/id=3
low	4	priority/id=4

Date Formats

• YYYY-MM-DD - Date only (2024-02-15)
• YYYY-MM-DDTHH:MM:SS - Date and time (2024-02-15T09:00:00)

Generated API Conditions

Example Condition Strings

Open tickets for company:

conditions=company/id=12345 and closedFlag=false

High priority open tickets:

conditions=priority/id<=2 and closedFlag=false

Text search:

conditions=summary contains "email" and closedFlag=false

Date range:

conditions=dateEntered>=[2024-02-01] and dateEntered<[2024-02-15]

Assigned to specific member:

conditions=resources contains "jsmith" and closedFlag=false

Error Handling

No Results

No tickets found matching criteria

Suggestions:
- Broaden your search (remove filters)
- Check spelling of company/board names
- Try --status all to include closed tickets
- Verify date format is YYYY-MM-DD

Invalid Company

Error: Company not found: "Acm"

Did you mean?
- Acme Corporation (ID: 12345)
- Acme Industries (ID: 12346)

Invalid Board

Error: Service board not found: "Invalid"

Available boards:
- Service Desk (ID: 1)
- Managed Services (ID: 2)
- Projects (ID: 3)

Rate Limiting

Rate limited by ConnectWise API

Retrying in 5 seconds...

Too Many Results

Found 1,247 tickets matching criteria (showing first 25)

Use --limit to increase results or add filters to narrow search.

API Query Details

Default Query

GET /service/tickets?conditions=closedFlag=false&page=1&pageSize=25&orderBy=priority/id asc,dateEntered desc&fields=id,summary,company/name,status/name,priority/name,dateEntered,resources

Ordering

Results are ordered by:

1. Priority (ascending - critical first)
2. Date entered (descending - newest first)

Fields Retrieved

• id - Ticket ID
• summary - Ticket summary
• company/name - Company name
• status/name - Status name
• priority/name - Priority name
• dateEntered - Creation date
• resources - Assigned member
• board/name - Board name
• contact/name - Contact name
• _info/lastUpdated - Last update time

Related Commands

• /create-ticket - Create new ticket
• /show-ticket - View full ticket details
• /update-ticket - Modify ticket
• /add-note - Add note to ticket
• /log-time - Log time against ticket