# ConnectWise PSA Ticket Extraction Details

## API Endpoint
- **Path:** `/service/tickets`
- **Method:** `GET`
- **Critical Headers:** 
  - `Authorization: Basic <base64_auth>`
  - `clientId: <client_id>`
  - `Accept: application/json`

## Filtering Conditions
To isolate open tickets on a specific board for a specific owner, use the `conditions` query parameter:
`closedFlag=false AND board/id=1 AND owner/identifier='{tech_identifier}'`

## Data Structure Quirks
The API response can be inconsistent. It may return:
1. A raw list: `[...]`
2. A dictionary containing a list: `{"tickets": [...]}`
**Implementation Note:** Always check if the response is a list; if it's a dictionary, extract the `tickets` key before iterating.

## Email Styling (Outlook Optimized)
To prevent Outlook from stripping styles:
- Use `border-collapse: collapse;` on tables.
- Use inline `style` attributes on `<td>` and `<tr>` tags.
- Avoid external CSS or `<style>` blocks.
- Use a standard system font stack: `'Segoe UI', Tahoma, Geneva, Verdana, sans-serif`.