ConnectWise Manage Tickets

ConnectWise PSA Ticket Management

Overview

ConnectWise PSA tickets are the core unit of service delivery. Every client request, incident, problem, and change flows through the ticketing system. This skill covers comprehensive ticket management including service boards, statuses, priorities, SLAs, notes, and workflow automation.

API Endpoint

Base: /service/tickets

Ticket Status Values

Standard ticket statuses in ConnectWise PSA:

Status ID	Name	Description	SLA Clock
New	New	Newly created, awaiting triage	Running
In Progress	In Progress	Actively being worked	Running
Waiting Customer	Waiting on Customer	Awaiting client response	Paused
Waiting Vendor	Waiting on Vendor	Awaiting third-party	Paused
Waiting Parts	Waiting on Parts	Awaiting hardware/materials	Paused
Waiting Scheduling	Waiting Scheduling	Needs to be scheduled	Running
Completed	Completed	Issue resolved	Stopped
Closed	Closed	Ticket closed after completion	Stopped

Note: Status values are configurable per board. Query /service/boards/{id}/statuses for board-specific statuses.

Status Transition Rules

New ────────────────────────────────> Completed
 │                                        ↑
 ↓                                        │
In Progress ─────────────────────────────>┤
 │         │                              │
 │         ↓                              │
 │    Waiting Customer ──────────────────>┤
 │         │                              │
 │         ↓                              │
 │    Waiting Vendor ───────────────────>─┘
 │
 ↓
Closed (only after Completed)

Ticket Priority Levels

Standard ConnectWise PSA priorities (lower number = higher priority):

Priority ID	Name	Response SLA	Resolution SLA	Use Case
1	Priority 1 - Critical	1 hour	4 hours	Business down, all users affected
2	Priority 2 - High	2 hours	8 hours	Major impact, workaround unavailable
3	Priority 3 - Medium	4 hours	24 hours	Single user or workaround exists
4	Priority 4 - Low	8 hours	72 hours	Minor issue, enhancement request

Important: Priority 1 is the HIGHEST priority (most urgent). This is opposite to some other PSA systems.

Service Boards

Service boards organize tickets by type and workflow:

Common Board Types

Board	Purpose	Typical Workflow
Service Desk	General support tickets	New > In Progress > Completed
Projects	Project-related work	Linked to project tickets
Managed Services	Proactive/monitoring alerts	Alert > Triage > Resolution
Sales	Pre-sales engineering	Request > Quote > Won/Lost

Get Available Boards

GET /service/boards

Get Board Statuses

GET /service/boards/{boardId}/statuses

Complete Ticket Field Reference

Core Fields

Field	Type	Required	Description
id	int	System	Auto-generated unique identifier
summary	string(100)	Yes	Brief issue description
board	object	Yes	{id: boardId} or {name: "Board Name"}
company	object	Yes	{id: companyId} or {identifier: "CompanyID"}
status	object	No	{id: statusId} or {name: "Status Name"}
contact	object	No	{id: contactId}
site	object	No	{id: siteId}

Classification Fields

Field	Type	Required	Description
priority	object	No	{id: priorityId}
type	object	No	{id: typeId} - Service/Problem/Incident/etc
subType	object	No	{id: subTypeId}
item	object	No	{id: itemId} - Further categorization
source	object	No	{id: sourceId} - Email, Phone, Portal, etc
severity	string	No	Low, Medium, High
impact	string	No	Low, Medium, High

Assignment Fields

Field	Type	Required	Description
owner	object	No	{id: memberId} - Ticket owner
resources	string	No	Assigned member (single)
team	object	No	{id: teamId}
serviceLocation	object	No	{id: locationId}

SLA & Timeline Fields

Field	Type	Required	Description
dateEntered	datetime	System	Creation timestamp
requiredDate	datetime	No	Customer-requested deadline
budgetHours	decimal	No	Estimated hours
actualHours	decimal	System	Hours logged
billTime	string	No	Billable, DoNotBill, NoCharge
sla	object	No	SLA configuration reference

Resolution Fields

Field	Type	Required	Description
closedDate	datetime	System	When ticket was closed
closedBy	string	System	Member who closed
closedFlag	boolean	No	Whether ticket is closed
resolution	string	Conditional	Required when closing

Ticket Notes

Note Types

Type	Value	Visibility
Discussion	Discussion	Internal only
Internal	Internal	Internal only
Resolution	Resolution	Can be published

Add a Note

POST /service/tickets/{ticketId}/notes
Content-Type: application/json

{
  "text": "Identified the issue as a DNS configuration problem.",
  "detailDescriptionFlag": false,
  "internalAnalysisFlag": true,
  "resolutionFlag": false
}

Note Flags

Flag	Purpose
detailDescriptionFlag	Adds to ticket description
internalAnalysisFlag	Internal note (not visible to customer)
resolutionFlag	Resolution note (visible when ticket closed)

SLA Configuration

SLA Fields on Ticket

Field	Type	Description
sla/id	int	SLA configuration ID
_info/sla_respond_by	datetime	Response SLA deadline
_info/sla_plan_by	datetime	Plan SLA deadline
_info/sla_resolve_by	datetime	Resolution SLA deadline

SLA Calculation Logic

// SLA times vary by priority and agreement
const slaDefaults = {
  priority1: { respond: 1, plan: 2, resolve: 4 },   // hours
  priority2: { respond: 2, plan: 4, resolve: 8 },
  priority3: { respond: 4, plan: 8, resolve: 24 },
  priority4: { respond: 8, plan: 16, resolve: 72 }
};

// SLA clock pauses for waiting statuses
// Check agreement settings for specific behavior

SLA Status Behavior

Status Category	SLA Clock
New/Open	Running
In Progress	Running
Waiting (Customer/Vendor/Parts)	Paused (configurable)
Completed/Closed	Stopped

API Operations

Create 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"},
  "type": {"id": 1},
  "initialDescription": "Sales team (5 users) reporting Outlook disconnected since 9am. Webmail working."
}

Get Ticket

GET /service/tickets/{id}

Update Ticket

PATCH /service/tickets/{id}
Content-Type: application/json

{
  "status": {"name": "In Progress"},
  "owner": {"id": 123}
}

Search Tickets

GET /service/tickets?conditions=company/id=12345 and status/name!="Closed"&orderBy=priority/id asc

Common Query Patterns

Open tickets for 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

Best Practices

1. Always specify board - Required field that determines workflow
2. Set accurate priority - Use impact/urgency matrix, not everything is Priority 1
3. Include contact - Enables customer portal visibility and notifications
4. Use initialDescription - First note with full details
5. Log time promptly - Don't batch at end of day
6. Update status accurately - Keeps queues and reports accurate
7. Add internal notes - Document troubleshooting for future reference
8. Check for duplicates - Search before creating new tickets

Error Handling

Error	Cause	Resolution
Board required	Missing board field	Include board: {id: x}
Company required	Missing company field	Include company: {id: x}
Invalid status	Status not on board	Query board statuses first
Summary too long	Exceeds 100 chars	Shorten summary, use notes for details

Related Skills

• ConnectWise Companies - Company management
• ConnectWise Contacts - Contact management
• ConnectWise Time Entries - Time tracking
• ConnectWise API Patterns - Query syntax and auth