Tickets & Support

Searching Tickets

Find open tickets for a company

Prompt:

“Show me open tickets for company ID 29683451”

What happens: The server calls autotask_search_tickets with companyID: 29683451 and status: 1 (New/Open).

Expected output:

{
  "summary": "Found 5 tickets (showing 1-5)",
  "items": [
    {
      "id": 48231,
      "ticketNumber": "T20240115.0023",
      "title": "Email server not responding",
      "status": 1,
      "priority": 2,
      "queueID": 29682999,
      "companyID": 29683451,
      "_enhanced": {
        "companyName": "Northwind Traders",
        "assignedResourceName": "John Smith"
      }
    }
  ],
  "total": 5,
  "page": 1,
  "pageSize": 25
}

Search tickets by keyword

Prompt:

“Find tickets mentioning VPN connectivity”

What happens: The server calls autotask_search_tickets with searchTerm: "VPN connectivity".

Filter by priority

Prompt:

“Show me all critical priority tickets”

What happens: The server calls autotask_search_tickets with priority: 1 (Critical).

Filter by queue

Prompt:

“Show tickets in the Service Desk queue”

What happens: The server first calls autotask_list_queues to find the queue ID, then calls autotask_search_tickets with the matching queueID.

Getting Ticket Details

View full ticket information

Prompt:

“Show me the details for ticket 48231”

What happens: The server calls autotask_get_ticket_details with ticketId: 48231.

Expected output:

{
  "message": "Retrieved ticket details successfully",
  "data": {
    "id": 48231,
    "ticketNumber": "T20240115.0023",
    "title": "Email server not responding",
    "description": "Users report that the email server has been unresponsive since 9am...",
    "status": 1,
    "priority": 2,
    "queueID": 29682999,
    "companyID": 29683451,
    "contactID": 30412,
    "assignedResourceID": 12345,
    "createDate": "2024-01-15T09:30:00Z",
    "lastActivityDate": "2024-01-15T14:22:00Z",
    "_enhanced": {
      "companyName": "Northwind Traders",
      "assignedResourceName": "John Smith",
      "contactName": "Alice Johnson"
    }
  }
}

Creating Tickets

Create a new ticket

Prompt:

“Create a ticket titled ‘Printer offline on 3rd floor’ for company ID 29683451 with medium priority”

What happens: The server calls autotask_create_ticket with title: "Printer offline on 3rd floor", companyID: 29683451, and priority: 3.

Expected output:

{
  "message": "Created ticket with ID: 48250",
  "data": 48250
}

Create a ticket with full details

Prompt:

“Create a high priority ticket for company 29683451 titled ‘Network switch failure in server room’. Description: ‘The core switch in rack A3 is showing amber status lights and intermittent connectivity. Affecting 15 users.’ Assign to queue ID 29682999.”

What happens: The server calls autotask_create_ticket with all specified fields.

Discovering Ticket Metadata

List available queues

Prompt:

“What queues are available in Autotask?”

What happens: The server calls autotask_list_queues.

Expected output:

{
  "message": "Found 5 queues",
  "data": [
    { "value": 29682999, "label": "Service Desk" },
    { "value": 29683000, "label": "Network Operations" },
    { "value": 29683001, "label": "Projects" },
    { "value": 29683002, "label": "Escalation" },
    { "value": 29683003, "label": "Monitoring" }
  ]
}

List ticket statuses

Prompt:

“What ticket statuses are available?”

What happens: The server calls autotask_list_ticket_statuses.

List ticket priorities

Prompt:

“Show me the ticket priority levels”

What happens: The server calls autotask_list_ticket_priorities.