/search-tickets

Search Autotask Tickets

Search and filter tickets in Autotask PSA using various criteria.

Prerequisites

• Valid Autotask API credentials configured
• User must have ticket read permissions

Steps

1. Build search filter

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

2. Execute search query

   GET /v1.0/Tickets/query?search={"filter":[...]}
   

3. 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
company	string/int	No	-	Company filter
status	string	No	open	open/closed/all
priority	string	No	-	critical/high/medium/low
queue	string	No	-	Queue name or ID
assignee	string	No	-	Resource name or ID
limit	int	No	25	Max results (1-500)

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 --queue "Escalations" --limit 10

Search by Ticket Number

/search-tickets "T20240215.0042"

Output

🔍 Found 3 tickets matching criteria

┌─────────────────┬──────────────────────────────┬──────────┬──────────┬─────────────┐
│ Ticket #        │ Title                        │ Company  │ Priority │ Status      │
├─────────────────┼──────────────────────────────┼──────────┼──────────┼─────────────┤
│ T20240215.0042  │ Email not working            │ Acme     │ High     │ In Progress │
│ T20240215.0038  │ Outlook crashes on startup   │ Acme     │ Medium   │ New         │
│ T20240214.0156  │ Cannot send emails with att… │ Acme     │ Low      │ Waiting     │
└─────────────────┴──────────────────────────────┴──────────┴──────────┴─────────────┘

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

Detailed View

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

🔍 Found 2 tickets for Acme Corporation

━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
📋 T20240215.0042 - Email not working
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
Company:    Acme Corporation
Contact:    John Smith (john.smith@acme.com)
Priority:   High (2)
Status:     In Progress
Queue:      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	Filter Behavior
open	status NOT IN (5, 11) - excludes Complete, Cancelled
closed	status IN (5, 11) - only Complete, Cancelled
all	No status filter
new	status = 1
in-progress	status = 5
waiting	status = 7
escalated	status = 8

Priority Values

Text	Priority ID
critical	1
high	2
medium	3
low	4

Error Handling

No Results

🔍 No tickets found matching criteria

Suggestions:
• Broaden your search (remove filters)
• Check spelling of company/queue names
• Try --status all to include closed tickets

Invalid Company

❌ Company not found: "Acm"

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

Rate Limiting

⏳ Rate limited by Autotask API

Retrying in 5 seconds...

Related Commands

• /create-ticket - Create new ticket
• /show-ticket - View full ticket details
• /update-ticket - Modify ticket