zeus-skills/ops/connectwise/connectwise-msp/references/meeting-agenda-ticket-correlation.md

Correlating Meeting Agenda Items with ConnectWise Tickets

When a user provides a meeting agenda with client-specific items (locations, projects, systems), search ConnectWise for related tickets to surface existing work and avoid duplicates.

Search Pattern

Use the summary contains condition on /service/tickets:

data, status = list_tickets(
    conditions='summary contains "KEYWORD"',
    page_size=200
)

Pitfalls

• Keyword choice: Search for the distinctive noun (location name, project name, system name) rather than generic terms like "setup" or "install". In the example below, the location keyword "Harborview" found the right ticket; "firewall" would have returned dozens.
• False positives: A broad keyword may match old closed tickets for other clients. Always inspect company.name and site.name to confirm relevance.
• Status filter: Do NOT pre-filter by closedFlag=false in the API query — the legacy mirror bug can omit current production tickets. Fetch all matches and filter client-side: exclude statuses starting with > (e.g., >Closed) and tickets with a dateResolved value.

Example

Agenda item: "Harborview — Setup this month, 5 workstations, firewall install, WAN carrier needed, range /24"

Search:

data, status = list_tickets(conditions='summary contains "Harborview"', page_size=200)

Result: Ticket <ticketId> — "Firewall for Harborview" (<Client Name>, <Site> site, Must Schedule, owner <staff-initials>, resources <staff-initials>, entered 2026-05-20).

This linked the agenda item directly to existing tracked work and surfaced that the ticket had been stalled in "Must Schedule" since May.

Verification

After finding a candidate ticket, always read the full ticket (get_ticket(id)) to confirm:

1. company.identifier matches the expected client.
2. site.name matches the expected location.
3. closedFlag is false and status.name does not start with >.
4. resources or owner fields show who is assigned.