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Fix Autotask propagation to also check resolved status

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The previous fix only checked if tickets were deleted, but Autotask
tickets can also be resolved (which is tracked via the internal Ticket
table, not the JobRun table).

Updated Strategy 2 to:
1. Find most recent non-deleted Autotask ticket
2. Check if its internal ticket is resolved
3. Only propagate if ticket is not deleted AND not resolved

This ensures tickets stop propagating when they are resolved in Autotask
(synced via PSA polling), matching the expected behavior.

Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>
This commit is contained in:
Ivo Oskamp 2026-02-10 09:40:27 +01:00
parent f3b1b56b6a
commit caff435f96
2 changed files with 11 additions and 2 deletions
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11
containers/backupchecks/src/backend/app/ticketing_utils.py
View File

@ -235,7 +235,7 @@ def link_open_internal_tickets_to_run(*, run: JobRun, job: Job) -> None:
pass pass
# Strategy 2: Direct Autotask propagation (independent of internal ticket status) # Strategy 2: Direct Autotask propagation (independent of internal ticket status)
# Find the most recent non-deleted Autotask ticket for this job and propagate it. # Find the most recent non-deleted, non-resolved Autotask ticket for this job.
try: try:
prior = ( prior = (
JobRun.query.filter(JobRun.job_id == job.id) JobRun.query.filter(JobRun.job_id == job.id)
@ -245,6 +245,15 @@ def link_open_internal_tickets_to_run(*, run: JobRun, job: Job) -> None:
.first() .first()
) )
if prior and getattr(prior, "autotask_ticket_id", None): if prior and getattr(prior, "autotask_ticket_id", None):
# Check if the internal ticket is resolved (Autotask tickets are resolved via internal Ticket)
ticket_number = (getattr(prior, "autotask_ticket_number", None) or "").strip()
if ticket_number:
internal_ticket = Ticket.query.filter_by(ticket_code=ticket_number).first()
if internal_ticket and getattr(internal_ticket, "resolved_at", None):
# Ticket is resolved, don't propagate
return
# Ticket is not deleted and not resolved, propagate it
run.autotask_ticket_id = prior.autotask_ticket_id run.autotask_ticket_id = prior.autotask_ticket_id
run.autotask_ticket_number = prior.autotask_ticket_number run.autotask_ticket_number = prior.autotask_ticket_number
run.autotask_ticket_created_at = getattr(prior, "autotask_ticket_created_at", None) run.autotask_ticket_created_at = getattr(prior, "autotask_ticket_created_at", None)

2
docs/changelog-claude.md
View File

@ -5,7 +5,7 @@ This file documents all changes made to this project via Claude Code.
## [2026-02-10] ## [2026-02-10]
### Fixed ### Fixed
- Fixed Autotask ticket not being automatically linked to new runs when internal ticket is resolved by implementing independent Autotask propagation strategy (now checks for most recent non-deleted Autotask ticket on job regardless of internal ticket status, ensuring PSA ticket reference persists across runs) - Fixed Autotask ticket not being automatically linked to new runs when internal ticket is resolved by implementing independent Autotask propagation strategy (now checks for most recent non-deleted and non-resolved Autotask ticket on job regardless of internal ticket status, ensuring PSA ticket reference persists across runs until explicitly resolved or deleted)
## [2026-02-09] ## [2026-02-09]