Add cross-company ticket search for overarching issues

The "Link existing ticket" dialog now searches across all companies when
a ticket number is entered, enabling linking of overarching issues.

Changes:
- Added query_tickets_by_number() to Autotask client
- Route searches both customer's company and cross-company when ticket number detected
- Results are combined and deduplicated (customer tickets shown first)
- Enables linking multi-company infrastructure issues to any job

Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>

containers/backupchecks/src/backend/app/integrations/autotask/client.py

@@ -970,6 +970,47 @@ class AutotaskClient:
             return items[: int(limit)]
         return items
 
+    def query_tickets_by_number(
+        self,
+        ticket_number: str,
+        *,
+        exclude_status_ids: Optional[List[int]] = None,
+        limit: int = 10,
+    ) -> List[Dict[str, Any]]:
+        """Query Tickets by ticket number across all companies.
+
+        Uses POST /Tickets/query.
+
+        This is useful for linking overarching issues that span multiple companies.
+        """
+
+        tnum = (ticket_number or "").strip()
+        if not tnum:
+            return []
+
+        flt: List[Dict[str, Any]] = [
+            {"op": "eq", "field": "ticketNumber", "value": tnum},
+        ]
+
+        ex: List[int] = []
+        for x in exclude_status_ids or []:
+            try:
+                v = int(x)
+            except Exception:
+                continue
+            if v > 0:
+                ex.append(v)
+        if ex:
+            flt.append({"op": "notIn", "field": "status", "value": ex})
+
+        data = self._request("POST", "Tickets/query", json_body={"filter": flt})
+        items = self._as_items_list(data)
+
+        # Respect limit if tenant returns more.
+        if limit and isinstance(limit, int) and limit > 0:
+            return items[: int(limit)]
+        return items
+
     def query_time_entries_by_ticket_id(self, ticket_id: int) -> List[Dict[str, Any]]:
         """Query TimeEntries for a specific ticket.
 

containers/backupchecks/src/backend/app/main/routes_run_checks.py

@@ -1576,6 +1576,11 @@ def api_run_checks_autotask_existing_tickets():
     """List open (non-terminal) Autotask tickets for the selected run's customer.
 
     Phase 2.2: used by the Run Checks modal to link an existing PSA ticket.
+
+    Search behaviour:
+    - Always searches tickets for the customer's company
+    - If search term looks like a ticket number (starts with T + digits), also searches
+      across all companies to enable linking overarching issues
     """
 
     try:
@@ -1640,20 +1645,43 @@ def api_run_checks_autotask_existing_tickets():
                 # Best-effort; list will still work without labels.
                 pass
 
+        # First: query tickets for this customer's company
         tickets = client.query_tickets_for_company(
             int(customer.autotask_company_id),
             search=q,
             exclude_status_ids=sorted(AUTOTASK_TERMINAL_STATUS_IDS),
             limit=75,
         )
+
+        # Second: if search looks like a ticket number, also search across all companies
+        # This allows linking overarching issues that span multiple companies
+        cross_company_tickets = []
+        if q and q.upper().startswith("T") and any(ch.isdigit() for ch in q):
+            try:
+                cross_company_tickets = client.query_tickets_by_number(
+                    q,
+                    exclude_status_ids=sorted(AUTOTASK_TERMINAL_STATUS_IDS),
+                    limit=10,
+                )
+            except Exception:
+                # Best-effort; main company query already succeeded
+                pass
+
     except Exception as exc:
         return jsonify({"status": "error", "message": f"Autotask ticket lookup failed: {exc}"}), 400
 
+    # Combine and deduplicate results
+    seen_ids = set()
     items = []
-    for t in tickets or []:
+
+    def add_ticket(t):
         if not isinstance(t, dict):
-            continue
+            return
         tid = t.get("id")
+        if tid in seen_ids:
+            return
+        seen_ids.add(tid)
+
         tnum = (t.get("ticketNumber") or t.get("number") or "")
         title = (t.get("title") or "")
         st = t.get("status")
@@ -1672,6 +1700,14 @@ def api_run_checks_autotask_existing_tickets():
             }
         )
 
+    # Add company tickets first (primary results)
+    for t in tickets or []:
+        add_ticket(t)
+
+    # Then add cross-company tickets (secondary results for ticket number search)
+    for t in cross_company_tickets or []:
+        add_ticket(t)
+
     # Sort: newest-ish first. Autotask query ordering isn't guaranteed, so we provide a stable sort.
     items.sort(key=lambda x: (x.get("ticketNumber") or ""), reverse=True)
 

docs/changelog-claude.md

@@ -4,6 +4,14 @@ This file documents all changes made to this project via Claude Code.
 
 ## [2026-02-05]
 
+### Added
+- Autotask "Link existing ticket" now supports cross-company ticket search:
+  - Added `query_tickets_by_number()` to search tickets by number across all companies
+  - When searching with a ticket number (e.g., "T20260205.0001"), results include:
+    - Tickets from the customer's company (primary results)
+    - Matching tickets from other companies (for overarching issues)
+  - Enables linking tickets for multi-company infrastructure issues
+
 ### Changed
 - Autotask resolve confirmation and note messages now correctly indicate ticket closure status:
   - Frontend confirmation dialog explains conditional closure based on time entries