Create Ticket

Create a ConnectWise Service Ticket

Turn a request into a properly-formed ticket on the right board — not a bare summary that dispatch has to clean up.

Tools

• psa_create_ticket — create it (only summary + company are strictly required)
• psa_list_boards — find valid board names
• psa_get_board_info — valid statuses / types / subtypes for a board
• psa_get_company / psa_search_contacts — resolve company and contact

Workflow

1. Company (required). Use the identifier (e.g. "acme") or confirm via psa_get_company. If fuzzy, psa_search_companies and confirm.
2. Board. If not given, ask or default sensibly (e.g. "Help Desk"). psa_list_boards lists valid names — board drives which statuses/types are legal.
3. Status / type / priority. These are board-specific — pull psa_get_board_info before setting them, or omit and let ConnectWise default. Never guess a status name.
4. Contact (recommended). psa_search_contacts filtered to the company; match by name/email.
5. Write it well. A crisp summary (≤100 chars) and an initialDescription with the real detail (symptoms, affected user/device, when it started, impact). Set severity/impact if the user signals urgency.
6. Confirm, then create. Echo the parsed ticket (company, board, status, priority, contact, summary) and create on confirmation. Return the new ticket id/number.

Example

"Printer down at Acme front desk, urgent"

Resolve company="acme", board "Help Desk", priority via psa_get_board_info, then:

psa_create_ticket {
  summary: "Front desk printer offline",
  companyIdentifier: "acme",
  board: "Help Desk",
  priority: "Priority 2 - High",
  initialDescription: "Front-desk shared printer is offline and unreachable...",
  severity: "High", impact: "Medium"
}

Guardrails

• Don't fabricate board/status/priority names — verify with psa_get_board_info.
• Keep summary ≤ 100 chars; put detail in initialDescription.
• Confirm before creating unless the user said "just open it."