/show-ticket

description: Display comprehensive ticket information including history, actions, and related entities
argument-hint: "<ticket_id> [include_actions] [include_attachments] [include_assets] [format]"
arguments: [ticket_id, include_actions, include_attachments, include_assets, format]

Show HaloPSA Ticket

Display comprehensive ticket information including history, actions, attachments, and related entities.

Prerequisites

• Valid HaloPSA OAuth credentials configured
• Ticket must exist in HaloPSA
• User must have ticket read 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 ticket details**

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

3. **Fetch actions (if requested)**

   curl -s -X GET "{base_url}/api/Actions?ticket_id={ticket_id}" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"

4. **Fetch attachments (if requested)**

   curl -s -X GET "{base_url}/api/Attachment?ticket_id={ticket_id}" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"

5. **Fetch linked assets (if requested)**

   curl -s -X GET "{base_url}/api/Asset?ticket_id={ticket_id}" \
     -H "Authorization: Bearer $TOKEN" \
     -H "Content-Type: application/json"

6. **Format and display results**

• Apply requested format (summary/full/json)
• Calculate SLA status and remaining time
• Show action timeline if included

Parameters

| Parameter | Type | Required | Default | Description | |-----------|------|----------|---------|-------------| | ticket_id | integer | Yes | - | The HaloPSA ticket ID | | include_actions | boolean | No | true | Include action history | | include_attachments | boolean | No | false | List attachments | | include_assets | boolean | No | false | Include linked assets | | format | string | No | summary | Output: summary/full/json |

Examples

Basic Ticket View

/show-ticket 12345

Full Details with All Includes

/show-ticket 12345 --include_actions true --include_attachments true --include_assets true --format full

JSON Output for Scripting

/show-ticket 12345 --format json

Quick View Without Actions

/show-ticket 12345 --include_actions false

With Assets

/show-ticket 12345 --include_assets true

Output

Summary Format (Default)

================================================================================
Ticket #12345 - Email not working
================================================================================

Client:       Acme Corporation
Contact:      John Smith (john.smith@acme.com)
Site:         Main Office

Status:       In Progress
Priority:     High (2)
Type:         Incident
Category:     Email/Exchange

Agent:        Jane Tech
Team:         Service Desk
Created:      2024-02-15 09:23:00
Updated:      2024-02-15 14:45:00

SLA Status:   ⚠️  At Risk
Response:     ✓ Met (responded in 12 min)
Resolution:   Due in 45 minutes (2024-02-15 15:30:00)

--------------------------------------------------------------------------------
Description
--------------------------------------------------------------------------------
Multiple users unable to send or receive email since 9am.
Affects the entire sales team (approximately 15 users).
Error message: "Cannot connect to server"

--------------------------------------------------------------------------------
Recent Actions (3)
--------------------------------------------------------------------------------
[14:45] Jane Tech - Note
        Working on mailbox database repair. ETA 30 minutes.

[11:30] Jane Tech - Phone Call (15 min)
        Called client to gather additional details. Issue started after
        overnight maintenance window.

[09:35] Jane Tech - Note
        Assigned and investigating. Initial checks show Exchange server
        connectivity issues.

--------------------------------------------------------------------------------
Quick Actions
--------------------------------------------------------------------------------
- Add note: /add-action 12345 "note text"
- Update:   /update-ticket 12345 --status "Resolved"
- URL:      https://yourcompany.halopsa.com/tickets?id=12345
================================================================================

Full Format

================================================================================
Ticket #12345 - Email not working
================================================================================

TICKET INFORMATION
--------------------------------------------------------------------------------
Client:           Acme Corporation (ID: 456)
Contact:          John Smith (john.smith@acme.com)
Site:             Main Office
Phone:            +1 555-123-4567

Status:           In Progress (ID: 2)
Priority:         High (ID: 2)
Type:             Incident
Category 1:       Email
Category 2:       Exchange
Category 3:       Connectivity

Agent:            Jane Tech (jane.tech@msp.com)
Team:             Service Desk
Created:          2024-02-15 09:23:00
Updated:          2024-02-15 14:45:00
Logged By:        Auto-generated from email

CONTRACT INFORMATION
--------------------------------------------------------------------------------
Contract:         Managed Services Agreement
Type:             All-Inclusive
Status:           Active
Covered:          Yes - unlimited support