SuperOps.ai Ticket Management

Overview

SuperOps.ai tickets are the core unit of service delivery in the PSA. Every client request, incident, and service task flows through the ticketing system. This skill covers comprehensive ticket management including creation, updates, notes, time entries, and workflow automation using the GraphQL API.

Ticket Status Values

Status	Description	Business Logic
Open	Newly created or reopened	Default for new tickets
In Progress	Actively being worked	Technician assigned
Pending	Waiting for external action	SLA clock may pause
Resolved	Issue addressed	Awaiting confirmation
Closed	Ticket complete	No further action

Ticket Priority Levels

Priority	Description	Typical Response
Critical	Business-stopping issue	Immediate response
High	Major productivity impact	1-2 hours
Medium	Single user/workaround exists	4-8 hours
Low	Minor issue/enhancement	Next business day

Key Ticket Fields

Core Fields

Field	Type	Required	Description
`ticketId`	ID	System	Auto-generated unique identifier
`ticketNumber`	String	System	Human-readable ticket number
`subject`	String	Yes	Brief issue summary
`description`	String	No	Detailed description
`ticketType`	Enum	No	Incident, Service Request, Problem, Change
`requestType`	Enum	No	Classification type
`source`	Enum	No	How ticket was created (email, portal, phone)

Assignment Fields

Field	Type	Required	Description
`client`	ClientIdentifier	Yes	Client/account reference
`site`	SiteIdentifier	No	Site within client
`requester`	RequesterIdentifier	No	Person who reported
`assignee`	TechnicianIdentifier	No	Assigned technician
`techGroup`	TechGroupIdentifier	No	Technician group

Classification Fields

Field	Type	Required	Description
`priority`	Enum	No	Critical, High, Medium, Low
`impact`	Enum	No	Impact level
`urgency`	Enum	No	Urgency level
`category`	CategoryIdentifier	No	Service category

GraphQL Operations

Create a Ticket

graphql

mutation createTicket($input: CreateTicketInput!) {
  createTicket(input: $input) {
    ticketId
    ticketNumber
    subject
    status
    priority
    createdTime
    client {
      accountId
      name
    }
    assignee {
      id
      name
    }
  }
}

Variables:

json

{
  "input": {
    "subject": "Unable to access email - Outlook disconnected",
    "description": "User reports Outlook showing disconnected status since 9am. Webmail works fine.",
    "client": {
      "accountId": "abc123"
    },
    "priority": "HIGH",
    "requester": {
      "email": "john.smith@acme.com"
    },
    "techGroup": {
      "name": "Service Desk"
    },
    "category": {
      "name": "Email"
    }
  }
}

List Tickets

graphql

query getTicketList($input: ListInfoInput!) {
  getTicketList(input: $input) {
    tickets {
      ticketId
      ticketNumber
      subject
      status
      priority
      createdTime
      lastUpdatedTime
      client {
        accountId
        name
      }
      assignee {
        id
        name
      }
      requester {
        id
        name
        email
      }
    }
    listInfo {
      totalCount
      hasNextPage
      endCursor
    }
  }
}

Variables with Filters:

json

{
  "input": {
    "first": 50,
    "filter": {
      "status": ["Open", "In Progress"],
      "priority": ["Critical", "High"],
      "client": {
        "accountId": "abc123"
      }
    },
    "orderBy": {
      "field": "createdTime",
      "direction": "DESC"
    }
  }
}

Get Single Ticket

graphql

query getTicket($input: TicketIdentifierInput!) {
  getTicket(input: $input) {
    ticketId
    ticketNumber
    subject
    description
    status
    priority
    impact
    urgency
    createdTime
    lastUpdatedTime
    client {
      accountId
      name
    }
    site {
      id
      name
    }
    requester {
      id
      name
      email
      phone
    }
    assignee {
      id
      name
      email
    }
    techGroup {
      id
      name
    }
    category {
      id
      name
    }
    customFields {
      name
      value
    }
  }
}

Variables:

json

{
  "input": {
    "ticketId": "ticket-uuid-here"
  }
}

Update a Ticket

graphql

mutation updateTicket($input: UpdateTicketInput!) {
  updateTicket(input: $input) {
    ticketId
    ticketNumber
    status
    priority
    assignee {
      id
      name
    }
    lastUpdatedTime
  }
}

Variables - Assign and Change Status:

json

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "status": "In Progress",
    "assignee": {
      "id": "tech-uuid"
    },
    "priority": "HIGH"
  }
}

Variables - Resolve Ticket:

json

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "status": "Resolved",
    "resolution": "Cleared Outlook cache and repaired Office installation. Email flow restored."
  }
}

Add Ticket Note

graphql

mutation addTicketNote($input: AddTicketNoteInput!) {
  addTicketNote(input: $input) {
    noteId
    content
    createdTime
    isPublic
    createdBy {
      id
      name
    }
  }
}

Variables - Internal Note:

json

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "content": "Checked event logs - found KB5034441 update correlation. Known Outlook cache issue.",
    "isPublic": false
  }
}

Variables - Public Note (visible to client):

json

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "content": "We've identified the cause of the issue. A technician is working on the fix and will have it resolved within the hour.",
    "isPublic": true
  }
}

Add Time Entry

graphql

mutation addTicketTimeEntry($input: AddTimeEntryInput!) {
  addTicketTimeEntry(input: $input) {
    timeEntryId
    ticketId
    duration
    description
    technician {
      id
      name
    }
    createdTime
  }
}

Variables:

json

{
  "input": {
    "ticketId": "ticket-uuid-here",
    "duration": 30,
    "description": "Troubleshooting Outlook connectivity, cleared cache, repaired Office installation",
    "workType": "Remote Support",
    "billable": true
  }
}

Common Workflows

Ticket Creation Flow

•Validate client exists - Query client by name or ID
•Check for duplicates - Search recent tickets with similar subject
•
Set defaults:
- •Status: Open
- •Priority: Medium (if not specified)
•Create ticket - Use createTicket mutation
•Send acknowledgment - Note auto-reply to requester

Ticket Triage Workflow

graphql

# 1. Get unassigned tickets
query getUnassignedTickets($input: ListInfoInput!) {
  getTicketList(input: $input) {
    tickets {
      ticketId
      ticketNumber
      subject
      priority
      client { name }
      createdTime
    }
  }
}

Variables:

json

{
  "input": {
    "filter": {
      "status": ["Open"],
      "assignee": null
    },
    "orderBy": {
      "field": "priority",
      "direction": "DESC"
    }
  }
}

Escalation Workflow

graphql

mutation escalateTicket($input: UpdateTicketInput!) {
  updateTicket(input: $input) {
    ticketId
    status
    priority
    techGroup { name }
  }
}

Variables:

json

{
  "input": {
    "ticketId": "ticket-uuid",
    "priority": "CRITICAL",
    "techGroup": {
      "name": "Tier 2 Support"
    },
    "escalationReason": "Complex Exchange hybrid configuration issue"
  }
}

Error Handling

Common Errors

Error	Cause	Resolution
Client not found	Invalid client ID	Verify client exists
Invalid status transition	Workflow rule violation	Check allowed transitions
Required field missing	Missing subject/client	Add required fields
Permission denied	Insufficient access	Check user permissions
Rate limit exceeded	Over 800 req/min	Implement backoff

Validation Patterns

javascript

// Validate before creating ticket
function validateTicketInput(input) {
  const errors = [];

  if (!input.subject || input.subject.trim().length === 0) {
    errors.push('Subject is required');
  }

  if (!input.client?.accountId) {
    errors.push('Client is required');
  }

  if (input.priority && !['LOW', 'MEDIUM', 'HIGH', 'CRITICAL'].includes(input.priority)) {
    errors.push('Invalid priority level');
  }

  return errors;
}

Best Practices

•Validate before creating - Search for duplicates, verify client
•Use descriptive subjects - Include who's affected and symptoms
•Set accurate priority - Use impact/urgency matrix
•Log time immediately - Don't batch at end of day
•Update status promptly - Keeps queues accurate
•Document thoroughly - Future technicians will thank you
•Use internal notes for technical details - Keep public notes professional

Related Skills

•SuperOps.ai Clients - Client and contact management
•SuperOps.ai Assets - Asset inventory
•SuperOps.ai Alerts - Alert management
•SuperOps.ai API Patterns - GraphQL patterns