ticket-triage

name	Ticket Triage
description	Use when triaging, prioritizing, or reviewing ConnectWise service tickets — e.g. "what tickets need attention", "triage the Help Desk board", "show me unassigned new tickets", "summarize open tickets for Acme", "what's escalated". Surfaces, ranks, and acts on service desk work.
version	0.1.0

ConnectWise Ticket Triage

Help a technician or dispatcher make sense of the service board and act on it. The goal is a ranked, skimmable picture of what needs attention and concrete next actions — not a raw dump.

Tools

• cw_search_tickets — find tickets by board, status, owner, company, age
• cw_get_ticket — full detail + notes for one ticket
• cw_update_ticket — change status, owner, priority (PATCH semantics)
• cw_add_ticket_note — discussion / internal / resolution notes
• cw_list_boards / cw_get_board_info — valid board + status/type names before you change them

Workflow

1. Scope the queue. Default to open, non-closed work. Common conditions:
   • Unassigned new: status/name="New" and owner=null
   • A board: board/name="Help Desk" and closedFlag=false
   • One client: company/identifier="acme" and closedFlag=false
   • Stale: closedFlag=false and lastUpdated < [2026-06-03T00:00:00Z]
   • Escalated/aging by SLA: sort with orderBy: "_info/lastUpdated asc" to see oldest-touched first.
2. Rank, don't list. Order by priority then age. Call out: unassigned, breaching/aging, customer-responded, and anything high severity/impact.
3. Summarize each in one line: #id · company · summary · status · owner · age. Pull cw_get_ticket only for the few that need detail.
4. Recommend actions and, when the user confirms, execute:
   • Assign: cw_update_ticket with {"owner":{"identifier":"pking"}}
   • Move status: {"status":{"name":"In Progress"}} (verify the name via cw_get_board_info first — statuses are board-specific)
   • Note: cw_add_ticket_note (use internal for analysis the customer shouldn't see)

Guardrails

• Status/type/priority names vary per board — confirm with cw_get_board_info before writing, or the PATCH fails.
• Default to compact fields; only request fields: "all" when the user needs detail.
• Confirm before bulk status changes or reassignments. Never close tickets unless explicitly asked.
• Paginate (page, pageSize) for big queues; report counts honestly ("showing 25 of N").