/close-ticket

description: Close a ConnectWise PSA ticket with resolution notes
argument-hint: "<ticket_id> <resolution> [status] [time_minutes] [time_notes] [billable]"
arguments: [ticket_id, resolution, status, time_minutes, time_notes, billable]

Close ConnectWise PSA Ticket

Close a ConnectWise ticket with resolution notes and optional time entry.

Prerequisites

• Valid ConnectWise PSA API credentials configured
• User must have ticket update permissions
• Ticket must exist and be accessible
• A valid closed status must exist on the ticket's board

Steps

1. **Validate ticket exists and get current state**

   GET /service/tickets/{id}

• Confirm ticket is accessible
• Get current board ID for status lookup
• Check if ticket is already closed

2. **Resolve closed status**

   GET /service/boards/{boardId}/statuses?conditions=closedStatus=true

• If status parameter provided, validate it's a closed status
• Otherwise, use board's default closed status

3. **Add resolution note**

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

   {
     "text": "<resolution>",
     "resolutionFlag": true,
     "internalAnalysisFlag": false,
     "customerUpdatedFlag": true,
     "processNotifications": true
   }

4. **Log time entry (if time_minutes provided)**

   POST /time/entries
   Content-Type: application/json

   {
     "chargeToId": <ticket_id>,
     "chargeToType": "ServiceTicket",
     "timeStart": "<current_datetime>",
     "timeEnd": "<current_datetime + time_minutes>",
     "actualHours": <time_minutes / 60>,
     "notes": "<time_notes or resolution>",
     "billableOption": "<Billable or DoNotBill>"
   }

5. **Update ticket status to closed**

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

   [
     {"op": "replace", "path": "/status/id", "value": <closed_status_id>},
     {"op": "replace", "path": "/resolution", "value": "<resolution>"}
   ]

6. **Return closure confirmation**

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | ticket_id | integer | Yes | - | ConnectWise ticket ID to close | | resolution | string | Yes | - | Resolution notes | | status | string | No | Board default | Closed status name | | time_minutes | integer | No | - | Final time entry in minutes | | time_notes | string | No | - | Notes for time entry | | billable | boolean | No | true | Mark time as billable |

Examples

Basic Closure

/close-ticket 12345 "Password reset completed and verified with user"

With Time Entry

/close-ticket 12345 "Server patched and rebooted successfully" --time_minutes 30 --time_notes "Applied security patches"

Non-Billable Time

/close-ticket 12345 "Hardware replaced under warranty" --time_minutes 60 --billable false

Specific Closed Status

/close-ticket 12345 "Issue resolved" --status "Completed"

Full Closure with All Options

/close-ticket 12345 "Configured new email account and tested send/receive functionality" --status "Completed" --time_minutes 45 --time_notes "Email configuration and testing" --billable true

Output

Basic Closure

Ticket #12345 Closed Successfully

Resolution:
"Password reset completed and verified with user"

Final State:
  Company:    Acme Corporation
  Summary:    Password reset request
  Board:      Service Desk
  Status:     Closed
  Priority:   Medium (3)

Closed By:   Jane Technician
Closed At:   2026-02-04 15:30:00

Total Time:  1.5 hours

URL: https://na.myconnectwise.net/v4_6_release/services/system_io/Service/fv_sr100_request.rails?service_recid=12345

With Time Entry

Ticket #12345 Closed Successfully

Resolution:
"Server patched and rebooted successfully"

Time Entry Added:
  Duration:   30 minutes (0.5 hours)
  Notes:      Applied security patches
  Billable:   Yes
  Work Type:  Remote Support

Final State:
  Company:    Acme Corporation
  Summary:    Server maintenance required
  Board:      Managed Services
  Status:     Completed
  Priority:   Medium (3)

Closed By:   Jane Technician
Closed At:   2026-02-04 16:00:00

Time Summary:
  Previous:   2.0 hours
  This Entry: 0.5 hours
  Total:      2.5 hours (all billable)

URL: https://na.myconnectwise.net/v4_6_release/services/system_io/Service/fv_sr100_request.rails?service_recid=12345

API Authentication

# Base64 encode credentials: company+publicKey:privateKey
AUTH=$(echo -n "${CW_COMPANY}+${CW_PUBLIC_KEY}:${CW_PRIVATE_KEY}" | base64)

# Add resolution note
curl -s -X POST \
  "https://${CW_HOST}/v4_6_release/apis/3.0/service/tickets/${TICKET_ID}/notes" \
  -H "Authorization: Basic ${AUTH}" \
  -H "clientId: ${CW_CLIENT_ID}" \
  -H "Content-Type: application/json" \
  -d '{
    "text": "Resolution notes here",
    "resolutionFlag": true,
    "customerUpdatedFlag": true,
    "processNotifications": true
  }'

# Log time entry
curl -s -X POST \
  "https://${CW_HOST}/v4_6_release/apis/3.0/time/entries" \
  -H "Authorization: Basic ${AUTH}" \
  -H "clientId: ${CW_CLIENT_ID}" \
  -H "Content-Type: application/json" \
  -d '{
    "chargeToId": '"${TICKET_ID}"',
    "chargeToType": "ServiceTicket",
    "timeStart": "2026-02-04T15:00:00Z",
    "timeEnd": "2026-02-04T15:30:00Z",
    "actualHours": 0.5,
    "notes": "Final work notes",
    "billableOption": "Billable"
  }'

# Update status to closed
curl -s -X PATCH \
  "https://${CW_HOST}/v4_6_release/apis/3.0/service/tickets/${TICKET_ID}" \
  -H "Authorization: Basic ${AUTH}" \
  -H "clientId: ${CW_CLIENT_ID}" \
  -H "Content-Type: application/json" \
  -d '[
    {"op": "replace", "path": "/status/id", "value": 5},
    {"op": "replace", "path": "/resolution", "value": "Resolution notes here"}
  ]'

Error Handling

Ticket Not Found

Error: Ticket #99999 not found

The ticket may have been deleted or you may not have pe