/update-ticket

Update HaloPSA Ticket

Update fields on an existing HaloPSA ticket including status, priority, category, and assignment.

Prerequisites

• Valid HaloPSA OAuth credentials configured
• Ticket must exist in HaloPSA
• User must have ticket edit permissions

Steps

1. Authenticate with OAuth 2.0

   • Obtain access token using client credentials flow
   • Token endpoint: {base_url}/auth/token?tenant={tenant}

   # Get OAuth token
   TOKEN=$(curl -s -X POST "{base_url}/auth/token?tenant={tenant}" \
     -H "Content-Type: application/x-www-form-urlencoded" \
     -d "grant_type=client_credentials" \
     -d "client_id={client_id}" \
     -d "client_secret={client_secret}" \
     -d "scope=all" | jq -r '.access_token')
   

2. Fetch current ticket state

   # Get current ticket details
   curl -s -X GET "{base_url}/api/Tickets/{ticket_id}" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"
   

   • Store current values for comparison
   • Return error if ticket not found

3. Resolve field values to IDs

   Status lookup:

   curl -s -X GET "{base_url}/api/Status" \
     -H "Authorization: Bearer $TOKEN"
   

   Priority lookup:

   curl -s -X GET "{base_url}/api/Priority" \
     -H "Authorization: Bearer $TOKEN"
   

   Agent lookup:

   curl -s -X GET "{base_url}/api/Agent?search={agent}" \
     -H "Authorization: Bearer $TOKEN"
   

   Team lookup:

   curl -s -X GET "{base_url}/api/Team?search={team}" \
     -H "Authorization: Bearer $TOKEN"
   

4. Build update payload

   • Include ticket ID (required)
   • Include only changed fields
   • Merge with existing ticket data

5. Update the ticket

   # HaloPSA uses POST for updates with the id field
   curl -s -X POST "{base_url}/api/Tickets" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json" \
     -d '[
       {
         "id": <ticket_id>,
         "status_id": <new_status_id>,
         "priority_id": <new_priority_id>,
         "category_1": "<category>",
         "team_id": <new_team_id>,
         "agent_id": <new_agent_id>,
         "sla_id": <new_sla_id>
       }
     ]'
   

6. Return update confirmation

   • Show before/after for changed fields
   • Ticket URL

Parameters

Parameter	Type	Required	Default	Description
ticket_id	integer	Yes	-	The HaloPSA ticket ID
status	string	No	-	New status name or ID
priority	string/int	No	-	Priority (1=Critical to 4=Low)
category	string	No	-	Category for classification
team	string	No	-	Team name to assign to
agent	string	No	-	Agent name or email
sla	string	No	-	SLA profile name

Examples

Change Status and Assign Agent

/update-ticket 12345 --status "In Progress" --agent "john.doe@msp.com"

Escalate Priority and Team

/update-ticket 12345 --priority "High" --team "Level 2 Support"

Update Category and SLA

/update-ticket 12345 --category "Network/Firewall" --sla "Premium"

Change Status Only

/update-ticket 12345 --status "Pending Customer"

Reassign to Different Agent

/update-ticket 12345 --agent "jane.tech@msp.com"

Full Update

/update-ticket 12345 --status "In Progress" --priority 2 --team "Network Team" --agent "jane.tech@msp.com" --category "Network/VPN"

Output

Success

Ticket Updated Successfully

Ticket: #12345 - Email not working
Client: Acme Corporation

Changes Applied:
┌─────────────┬───────────────────┬───────────────────┐
│ Field       │ Previous          │ New               │
├─────────────┼───────────────────┼───────────────────┤
│ Status      │ New               │ In Progress       │
│ Priority    │ Medium (3)        │ High (2)          │
│ Agent       │ Unassigned        │ Jane Tech         │
│ Team        │ Service Desk      │ Level 2 Support   │
└─────────────┴───────────────────┴───────────────────┘

URL: https://yourcompany.halopsa.com/tickets?id=12345

No Changes Made

No changes applied

The specified values are the same as current ticket values.

Current Ticket State:
- Status: In Progress
- Priority: High (2)
- Agent: Jane Tech
- Team: Level 2 Support

Error Handling

Ticket Not Found

Ticket not found: #12345

Please verify the ticket ID and try again.
Use /search-tickets to find the correct ticket ID.

Invalid Status

Status not found: "Invalid Status"

Available statuses:
- New (ID: 1)
- In Progress (ID: 2)
- Pending Customer (ID: 3)
- Resolved (ID: 4)
- Closed (ID: 5)

Use: /update-ticket 12345 --status "In Progress"

Invalid Agent

Agent not found: "unknown.user@msp.com"

Did you mean one of these?
- john.doe@msp.com (John Doe)
- jane.doe@msp.com (Jane Doe)
- james.d@msp.com (James Davis)

Invalid Team

Team not found: "Unknown Team"

Available teams:
- Service Desk
- Level 2 Support
- Network Team
- Security Team

Use: /update-ticket 12345 --team "Service Desk"

Authentication Error

Authentication failed

Please verify your HaloPSA credentials:
- HALOPSA_CLIENT_ID
- HALOPSA_CLIENT_SECRET
- HALOPSA_BASE_URL
- HALOPSA_TENANT (for cloud-hosted)

Ensure the API application has 'edit:tickets' permission.

Rate Limiting

Rate limited by HaloPSA API (429)

HaloPSA allows 500 requests per 3 minutes.
Retrying in 5 seconds...

Permission Denied

Permission denied (403)

Your API credentials do not have permission to update tickets.
Contact your HaloPSA administrator to grant 'edit:tickets' scope.

Validation Error

Validation error from HaloPSA API (400)

Error: Cannot change status to 'Closed' - ticket has unbilled time entries.

Resolution: Bill or write off time entries before closing ticket.

API Reference

POST /api/Tickets (Update)

Updates an existing ticket. HaloPSA uses POST for both create and update operations.

Request Body:

[
  {
    "id": 12345,
    "status_id": 2,
    "priority_id": 2,
    "category_1": "Network/Firewall",
    "team_id": 5,
    "agent_id": 42,
    "sla_id": 3
  }
]

Response:

{
  "id": 12345,
  "summary": "Email not working",
  "status_id": 2,
  "status": "In Progress",
  "priority_id": 2,
  "priority": "High",
  "agent_id": 42,
  "agent": "Jane Tech",
  "team_id": 5,
  "team": "Level 2 Support"
}

Related Commands

• /show-ticket - View ticket details
• /add-action - Add note to ticket
• /search-tickets - Search existing tickets
• /create-ticket - Create new ticket