/search-tickets

description: Search for tickets in ConnectWise PSA by various criteria
argument-hint: "[query] [company] [status] [priority] [board] [assignee] [date-from] [date-to] [limit]"
arguments: [query, company, status, priority, board, assignee, date-from, date-to, limit]

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 fil