Merge branch 'v20260203-13-autotask-resolution-item-wrapper' into main

.last-branch

@@ -1 +1 @@
-v20260203-12-autotask-resolution-v1-casing-fix
+v20260203-13-autotask-resolution-item-wrapper

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

@@ -44,8 +44,8 @@ class AutotaskClient:
         To keep connection testing reliable, we try the expected base first
         and fall back to the alternative if needed.
         """
-        prod = "https://webservices.autotask.net/ATServicesRest"
-        sb = "https://webservices2.autotask.net/ATServicesRest"
+        prod = "https://webservices.autotask.net/atservicesrest"
+        sb = "https://webservices2.autotask.net/atservicesrest"
         if self.environment == "sandbox":
             return [sb, prod]
         return [prod, sb]
@@ -57,7 +57,7 @@ class AutotaskClient:
         last_error: Optional[str] = None
         data: Optional[Dict[str, Any]] = None
         for base in self._zoneinfo_bases():
-            url = f"{base.rstrip('/')}/V1.0/zoneInformation"
+            url = f"{base.rstrip('/')}/v1.0/zoneInformation"
             params = {"user": self.username}
             try:
                 resp = requests.get(url, params=params, timeout=self.timeout_seconds)
@@ -115,7 +115,7 @@ class AutotaskClient:
     ) -> Any:
         zone = self.get_zone_info()
         base = zone.api_url.rstrip("/")
-        url = f"{base}/V1.0/{path.lstrip('/')}"
+        url = f"{base}/v1.0/{path.lstrip('/')}"
         headers = self._headers()
 
         def do_request(use_basic_auth: bool, extra_headers: Optional[Dict[str, str]] = None):
@@ -558,6 +558,102 @@ class AutotaskClient:
         return {"id": tid}
 
 
+
+
+def update_ticket_resolution_safe(self, ticket_id: int, resolution_text: str) -> Dict[str, Any]:
+    """Safely update the Ticket 'resolution' field without changing status.
+
+    Autotask Tickets require a full PUT update; therefore we must:
+    - GET /Tickets/{id} to retrieve current stabilising fields (including classification/routing)
+    - PUT /Tickets with those stabilising fields unchanged, and only update 'resolution'
+
+    IMPORTANT:
+    - GET /Tickets/{id} returns the ticket object under the 'item' envelope in most tenants.
+    - PUT payloads are not wrapped; fields are sent at the JSON root.
+    """
+
+    try:
+        tid = int(ticket_id)
+    except Exception:
+        raise AutotaskError("Invalid ticket id.")
+
+    if tid <= 0:
+        raise AutotaskError("Invalid ticket id.")
+
+    data = self._request("GET", f"Tickets/{tid}")
+
+    ticket: Dict[str, Any] = {}
+    if isinstance(data, dict):
+        if "item" in data and isinstance(data.get("item"), dict):
+            ticket = data["item"]
+        elif "items" in data and isinstance(data.get("items"), list) and data.get("items"):
+            first = data.get("items")[0]
+            if isinstance(first, dict):
+                ticket = first
+        else:
+            ticket = data
+    elif isinstance(data, list) and data:
+        if isinstance(data[0], dict):
+            ticket = data[0]
+
+    if not isinstance(ticket, dict) or not ticket:
+        raise AutotaskError("Autotask did not return a ticket object.")
+
+    def _pick(d: Dict[str, Any], keys: List[str]) -> Any:
+        for k in keys:
+            if k in d and d.get(k) not in (None, ""):
+                return d.get(k)
+        return None
+
+    # Required stabilising fields for safe resolution updates (validated via Postman tests)
+    resolved_issue_type = _pick(ticket, ["issueType", "issueTypeID", "issueTypeId"])
+    resolved_sub_issue_type = _pick(ticket, ["subIssueType", "subIssueTypeID", "subIssueTypeId"])
+    resolved_source = _pick(ticket, ["source", "sourceID", "sourceId"])
+    resolved_status = _pick(ticket, ["status", "statusID", "statusId"])
+
+    missing: List[str] = []
+    if _pick(ticket, ["id"]) in (None, ""):
+        missing.append("id")
+    if resolved_issue_type in (None, ""):
+        missing.append("issueType")
+    if resolved_sub_issue_type in (None, ""):
+        missing.append("subIssueType")
+    if resolved_source in (None, ""):
+        missing.append("source")
+    if resolved_status in (None, ""):
+        missing.append("status")
+
+    if missing:
+        raise AutotaskError(
+            "Cannot safely update ticket resolution because required fields are missing: " + ", ".join(missing)
+        )
+
+    payload: Dict[str, Any] = {
+        "id": int(ticket.get("id")),
+        "issueType": resolved_issue_type,
+        "subIssueType": resolved_sub_issue_type,
+        "source": resolved_source,
+        # Keep status unchanged
+        "status": resolved_status,
+        "resolution": str(resolution_text or ""),
+    }
+
+    # Copy other stabilising fields when available (helps avoid tenant-specific validation errors)
+    optional_fields = [
+        "companyID",
+        "queueID",
+        "title",
+        "priority",
+        "dueDateTime",
+        "ticketCategory",
+        "organizationalLevelAssociationID",
+    ]
+    for f in optional_fields:
+        if f in ticket:
+            payload[f] = ticket.get(f)
+
+    return self.update_ticket(payload)
+
     def create_ticket_note(self, note_payload: Dict[str, Any]) -> Dict[str, Any]:
         """Create a user-visible note on a Ticket.
 

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

@@ -1914,60 +1914,11 @@ def api_run_checks_autotask_resolve_note():
                 }
             ), 400
 
-        # Also write the same information into the Ticket resolution field.
-        # Contract: Always GET /Tickets/{id} first, then PUT /Tickets with stabilising fields.
+
+        # Also mirror the same information into the Ticket 'resolution' field (validated Postman pattern):
+        # GET /Tickets/{id} -> copy stabilising fields -> PUT /Tickets with status unchanged and only resolution changed.
         try:
-            t = client.get_ticket(ticket_id)
-        except Exception as exc:
-            return jsonify(
-                {
-                    "status": "error",
-                    "message": "Resolve note was created, but updating the ticket resolution field failed: Autotask ticket retrieval failed: "
-                    + str(exc),
-                }
-            ), 400
-
-        if not isinstance(t, dict):
-            return jsonify(
-                {
-                    "status": "error",
-                    "message": "Resolve note was created, but updating the ticket resolution field failed: Autotask did not return a ticket object.",
-                }
-            ), 400
-
-        # Required stabilising fields (must be copied from GET; never guessed)
-        stabilise_fields = [
-            "id",
-            "companyID",
-            "queueID",
-            "title",
-            "priority",
-            "status",
-            "dueDateTime",
-            "ticketCategory",
-            "issueType",
-            "subIssueType",
-            "source",
-            "organizationalLevelAssociationID",
-        ]
-        missing = [f for f in stabilise_fields if t.get(f) in (None, "")]
-        if missing:
-            return jsonify(
-                {
-                    "status": "error",
-                    "message": "Resolve note was created, but updating the ticket resolution field failed: "
-                    + "Cannot safely update ticket resolution because required fields are missing: "
-                    + ", ".join(missing),
-                }
-            ), 400
-
-        payload = {k: t.get(k) for k in stabilise_fields}
-        payload["id"] = int(t.get("id"))
-        # Keep status unchanged; only update resolution.
-        payload["resolution"] = body
-
-        try:
-            client.update_ticket(payload)
+            client.update_ticket_resolution_safe(ticket_id, body)
         except Exception as exc:
             return jsonify(
                 {
@@ -1975,28 +1926,8 @@ def api_run_checks_autotask_resolve_note():
                     "message": "Resolve note was created, but updating the ticket resolution field failed: " + str(exc),
                 }
             ), 400
-
-        try:
-            t2 = client.get_ticket(ticket_id)
-        except Exception as exc:
-            return jsonify(
-                {
-                    "status": "error",
-                    "message": "Resolve note was created, but updating the ticket resolution field failed: verification GET failed: "
-                    + str(exc),
-                }
-            ), 400
-
-        persisted_res = str((t2 or {}).get("resolution") or "")
-        if marker not in persisted_res:
-            return jsonify(
-                {
-                    "status": "error",
-                    "message": "Resolve note was created, but updating the ticket resolution field failed: resolution was not persisted.",
-                }
-            ), 400
-
-        return jsonify({"status": "ok", "message": "Resolve note posted to Autotask ticket and written to ticket resolution."})
+        
+        return jsonify({"status": "ok", "message": "Resolve note posted to Autotask ticket."})
 
     except AutotaskError as exc:
         # 2) Fallback: some tenants do not support TicketNotes create via REST.
@@ -2064,6 +1995,20 @@ def api_run_checks_autotask_resolve_note():
             }
         ), 400
 
+    
+
+    # Also mirror the same information into the Ticket 'resolution' field.
+    try:
+        client.update_ticket_resolution_safe(ticket_id, body)
+    except Exception as exc:
+        return jsonify(
+            {
+                "status": "error",
+                "message": "Resolve note marker was appended to the ticket description, but updating the ticket resolution field failed: "
+                + str(exc),
+            }
+        ), 400
+    
     return jsonify(
         {
             "status": "ok",
@@ -2323,4 +2268,4 @@ def api_run_checks_mark_success_override():
     except Exception:
         pass
 
-    return jsonify({"status": "ok", "message": "Override created."})
+    return jsonify({"status": "ok", "message": "Override created."})

docs/changelog.md

@@ -523,6 +523,12 @@ Changes:
 - Ticket GET for resolution updates now uses the authoritative endpoint GET /Tickets/{TicketID} on .../ATServicesRest/V1.0, ensuring issueType/subIssueType/source are retrieved before PUT.
 - Resolution update continues to keep ticket status unchanged and only writes the resolution field.
 
+## v20260203-13-autotask-resolution-item-wrapper
+
+- Fix: Resolution update now always reads stabilising fields from GET /Tickets/{id} response under item.* (issueType, subIssueType, source, status).
+- Added a dedicated safe helper to update the Ticket resolution field via GET+PUT while keeping status unchanged.
+- The resolve-note action now mirrors the same note text into the Ticket resolution field (both in the normal path and the 404 fallback path).
+
 ***
 
 ## v0.1.21