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<h1>Ticket Management</h1>

<p class="lead">
  Understand ticket lifecycle, synchronization behavior, and operator actions after linking.
</p>

<h2>Lifecycle in Run Checks</h2>

<ul>
  <li>Linked ticket info is shown per run (ticket number/state).</li>
  <li>If linked ticket is resolved or deleted in PSA, state is reflected in Backupchecks.</li>
  <li>When a linked ticket is resolved/deleted, operators can create a new ticket for the same run.</li>
</ul>

<h2>Resolve Note Action</h2>

<ol>
  <li>In Run Checks modal, click <strong>Resolve</strong> on Autotask ticket section.</li>
  <li>Backupchecks posts a user-visible update note to the PSA ticket.</li>
  <li>If ticket has no time entries, Autotask can close it; otherwise it may stay open.</li>
</ol>

<h2>Propagation and Scope</h2>

<ul>
  <li>Link-existing operation propagates to all active runs of the job.</li>
  <li>New runs can inherit open ticket context through the link-based internal ticket model.</li>
  <li>Resolved internal ticket state stops propagation to future runs.</li>
</ul>

<h2>Deleted vs Resolved</h2>

<ul>
  <li><strong>Resolved:</strong> ticket still exists in PSA but is closed/completed.</li>
  <li><strong>Deleted:</strong> ticket was removed in PSA; deletion metadata is stored on runs.</li>
</ul>

<h2>Operational Best Practices</h2>

<ul>
  <li>Use <strong>Link existing</strong> for umbrella incidents affecting multiple customers/jobs.</li>
  <li>Use <strong>Create</strong> when no suitable active PSA ticket exists.</li>
  <li>Always complete Run Checks review after ticket actions.</li>
</ul>

<h2>Troubleshooting</h2>

<ul>
  <li>If resolve note fails, ticket link can still remain valid; check warning message.</li>
  <li>If state looks stale, refresh Run Checks details and verify PSA accessibility.</li>
  <li>If no Autotask actions appear, verify role permissions and integration settings.</li>
</ul>

<h2>See Also</h2>

<ul>
  <li><a href="{{ url_for('documentation.page', section='autotask', page='setup-configuration') }}">Setup & Configuration</a></li>
  <li><a href="{{ url_for('documentation.page', section='autotask', page='company-mapping') }}">Company Mapping</a></li>
  <li><a href="{{ url_for('documentation.page', section='autotask', page='creating-tickets') }}">Creating Tickets</a></li>
</ul>
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