close-ticket

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