Auto-commit local changes before build (2026-01-16 16:24:35)

.last-branch

@@ -1 +1 @@
-v20260113-08-vspc-object-linking-normalize
+v20260116-12-autotask-ticket-sync-circular-import-fix

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

@@ -0,0 +1,784 @@
+import json
+import logging
+import os
+import uuid
+from dataclasses import dataclass
+from typing import Any, Dict, List, Optional
+
+import requests
+
+
+logger = logging.getLogger(__name__)
+
+
+@dataclass
+class AutotaskZoneInfo:
+    zone_name: str
+    api_url: str
+    web_url: Optional[str] = None
+    ci: Optional[int] = None
+
+
+class AutotaskError(RuntimeError):
+    def __init__(self, message: str, status_code: Optional[int] = None) -> None:
+        super().__init__(message)
+        self.status_code = status_code
+
+
+class AutotaskClient:
+    def __init__(
+        self,
+        username: str,
+        password: str,
+        api_integration_code: str,
+        environment: str = "production",
+        timeout_seconds: int = 30,
+    ) -> None:
+        self.username = username
+        self.password = password
+        self.api_integration_code = api_integration_code
+        self.environment = (environment or "production").strip().lower()
+        self.timeout_seconds = timeout_seconds
+
+        self._zone_info: Optional[AutotaskZoneInfo] = None
+        self._zoneinfo_base_used: Optional[str] = None
+
+    def _debug_enabled(self) -> bool:
+        """Return True when verbose Autotask integration logging is enabled.
+
+        This is intentionally controlled via an environment variable to avoid
+        writing sensitive payloads to logs by default.
+        """
+        return str(os.getenv("BACKUPCHECKS_AUTOTASK_DEBUG", "")).strip().lower() in {
+            "1",
+            "true",
+            "yes",
+            "on",
+        }
+
+    def _safe_json_preview(self, data: Any, max_chars: int = 1200) -> str:
+        """Serialize JSON-like data for logging, truncating large payloads."""
+        try:
+            s = json.dumps(data, ensure_ascii=False, default=str)
+        except Exception:
+            s = str(data)
+        if len(s) > max_chars:
+            return s[:max_chars] + "…"
+        return s
+
+    def _zoneinfo_bases(self) -> List[str]:
+        """Return a list of zoneInformation base URLs to try.
+
+        Autotask tenants can behave differently for Sandbox vs Production.
+        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"
+        if self.environment == "sandbox":
+            return [sb, prod]
+        return [prod, sb]
+
+    def get_zone_info(self) -> AutotaskZoneInfo:
+        if self._zone_info is not None:
+            return self._zone_info
+
+        last_error: Optional[str] = None
+        data: Optional[Dict[str, Any]] = None
+        for base in self._zoneinfo_bases():
+            url = f"{base.rstrip('/')}/v1.0/zoneInformation"
+            params = {"user": self.username}
+            try:
+                resp = requests.get(url, params=params, timeout=self.timeout_seconds)
+            except Exception as exc:
+                last_error = f"ZoneInformation request failed for {base}: {exc}"
+                continue
+
+            if resp.status_code >= 400:
+                last_error = f"ZoneInformation request failed for {base} (HTTP {resp.status_code})."
+                continue
+
+            try:
+                data = resp.json()
+            except Exception:
+                last_error = f"ZoneInformation response from {base} is not valid JSON."
+                continue
+
+            self._zoneinfo_base_used = base
+            break
+
+        if data is None:
+            raise AutotaskError(last_error or "ZoneInformation request failed.")
+
+        zone = AutotaskZoneInfo(
+            zone_name=str(data.get("zoneName") or ""),
+            api_url=str(data.get("url") or "").rstrip("/"),
+            web_url=(str(data.get("webUrl") or "").rstrip("/") or None),
+            ci=(int(data["ci"]) if str(data.get("ci") or "").isdigit() else None),
+        )
+
+        if not zone.api_url:
+            raise AutotaskError("ZoneInformation did not return an API URL.")
+
+        self._zone_info = zone
+        return zone
+
+    def _headers(self) -> Dict[str, str]:
+        # Autotask REST API requires the ApiIntegrationCode header.
+        # Some tenants/proxies appear picky despite headers being case-insensitive,
+        # so we include both common casings for maximum compatibility.
+        return {
+            "ApiIntegrationCode": self.api_integration_code,
+            "APIIntegrationcode": self.api_integration_code,
+            "Content-Type": "application/json",
+            "Accept": "application/json",
+        }
+
+    def _request_raw(
+        self,
+        method: str,
+        path: str,
+        params: Optional[Dict[str, Any]] = None,
+        json_body: Optional[Dict[str, Any]] = None,
+    ) -> requests.Response:
+        """Perform an Autotask REST API request and return the raw response."""
+        zone = self.get_zone_info()
+        base = zone.api_url.rstrip("/")
+        url = f"{base}/v1.0/{path.lstrip('/')}"
+        headers = self._headers()
+
+        def do_request(use_basic_auth: bool, extra_headers: Optional[Dict[str, str]] = None) -> requests.Response:
+            h = dict(headers)
+            if extra_headers:
+                h.update(extra_headers)
+            return requests.request(
+                method=method.upper(),
+                url=url,
+                headers=h,
+                params=params or None,
+                json=json_body if json_body is not None else None,
+                auth=(self.username, self.password) if use_basic_auth else None,
+                timeout=self.timeout_seconds,
+            )
+
+        try:
+            # Primary auth method: HTTP Basic (username + API secret)
+            resp = do_request(use_basic_auth=True)
+
+            # Compatibility fallback: some environments accept credentials only via headers.
+            if resp.status_code == 401:
+                resp = do_request(
+                    use_basic_auth=False,
+                    extra_headers={"UserName": self.username, "Secret": self.password},
+                )
+        except Exception as exc:
+            raise AutotaskError(f"Request failed: {exc}") from exc
+
+        if resp.status_code == 401:
+            zi_base = self._zoneinfo_base_used or "unknown"
+            raise AutotaskError(
+                "Authentication failed (HTTP 401). "
+                "Verify API Username, API Secret, and ApiIntegrationCode. "
+                f"Environment={self.environment}, ZoneInfoBase={zi_base}, ZoneApiUrl={zone.api_url}.",
+                status_code=401,
+            )
+        if resp.status_code == 403:
+            raise AutotaskError(
+                "Access forbidden (HTTP 403). API user permissions may be insufficient.",
+                status_code=403,
+            )
+        if resp.status_code == 404:
+            raise AutotaskError(f"Resource not found (HTTP 404) for path: {path}", status_code=404)
+        if resp.status_code >= 400:
+            raise AutotaskError(f"Autotask API error (HTTP {resp.status_code}).", status_code=resp.status_code)
+
+        return resp
+
+    def _request(
+        self,
+        method: str,
+        path: str,
+        params: Optional[Dict[str, Any]] = None,
+        json_body: Optional[Dict[str, Any]] = None,
+    ) -> Any:
+        resp = self._request_raw(method=method, path=path, params=params, json_body=json_body)
+        if not (resp.content or b""):
+            return {}
+
+        try:
+            return resp.json()
+        except Exception as exc:
+            raise AutotaskError("Autotask API response is not valid JSON.") from exc
+
+    def _as_items_list(self, payload: Any) -> List[Dict[str, Any]]:
+        """Normalize common Autotask REST payload shapes to a list of dicts."""
+        if payload is None:
+            return []
+
+        if isinstance(payload, list):
+            return [x for x in payload if isinstance(x, dict)]
+
+        if isinstance(payload, dict):
+            items = payload.get("items")
+            if isinstance(items, list):
+                return [x for x in items if isinstance(x, dict)]
+
+            fields = payload.get("fields")
+            if isinstance(fields, list):
+                return [x for x in fields if isinstance(x, dict)]
+
+            # Some endpoints may return a single object.
+            if "id" in payload:
+                return [payload]
+
+        return []
+
+    def _get_collection(self, resource_name: str) -> List[Dict[str, Any]]:
+        """Fetch a reference collection via GET /<resource>.
+
+        Note: Not all Autotask entities support /query. Reference data like Queues and
+        TicketSources is typically retrieved via a simple collection GET.
+        """
+        data = self._request("GET", resource_name)
+        return self._as_items_list(data)
+
+    def _get_entity_fields(self, entity_name: str) -> List[Dict[str, Any]]:
+        data = self._request("GET", f"{entity_name}/entityInformation/fields")
+        return self._as_items_list(data)
+
+    def _call_picklist_values(self, picklist_values_path: str) -> List[Dict[str, Any]]:
+        # picklistValues path can be returned as a full URL or as a relative path.
+        path = (picklist_values_path or "").strip()
+        if not path:
+            return []
+
+        # If a full URL is returned, strip everything up to /v1.0/
+        if "/v1.0/" in path:
+            path = path.split("/v1.0/", 1)[1]
+        # If it includes the base API URL without /v1.0, strip to resource path.
+        if "/atservicesrest/" in path and "/v1.0/" not in picklist_values_path:
+            # Fallback: attempt to strip after atservicesrest/
+            path = path.split("/atservicesrest/", 1)[1]
+            if path.startswith("v1.0/"):
+                path = path.split("v1.0/", 1)[1]
+
+        data = self._request("GET", path)
+        return self._as_items_list(data)
+
+    def get_queues(self) -> List[Dict[str, Any]]:
+        """Return Ticket Queue picklist values.
+
+        Autotask does not expose a universal top-level Queues entity in all tenants.
+        The reliable source is the Tickets.queueID picklist metadata.
+        """
+        return self._get_ticket_picklist_values(field_names=["queueid", "queue"])
+
+    def get_ticket_sources(self) -> List[Dict[str, Any]]:
+        """Return Ticket Source picklist values.
+
+        Similar to queues, Ticket Source values are best retrieved via the
+        Tickets.source picklist metadata to avoid relying on optional entities.
+        """
+        return self._get_ticket_picklist_values(field_names=["source", "sourceid"])
+
+    def search_companies(self, query: str, limit: int = 25) -> List[Dict[str, Any]]:
+        """Search Companies by company name.
+
+        Uses the standard REST query endpoint:
+        GET /Companies/query?search={...}
+
+        Returns a minimal list of dicts with keys: id, companyName, isActive.
+        """
+
+        q = (query or "").strip()
+        if not q:
+            return []
+
+        # Keep payload small and predictable.
+        # Field names in filters are case-insensitive in many tenants, but the docs
+        # commonly show CompanyName.
+        search_payload: Dict[str, Any] = {
+            "filter": [
+                {"op": "contains", "field": "CompanyName", "value": q},
+            ],
+            "maxRecords": int(limit) if int(limit) > 0 else 25,
+        }
+
+        params = {"search": json.dumps(search_payload)}
+        data = self._request("GET", "Companies/query", params=params)
+        items = self._as_items_list(data)
+
+        out: List[Dict[str, Any]] = []
+        for it in items:
+            if not isinstance(it, dict):
+                continue
+            cid = it.get("id")
+            name = it.get("companyName") or it.get("CompanyName") or ""
+            try:
+                cid_int = int(cid)
+            except Exception:
+                continue
+            out.append(
+                {
+                    "id": cid_int,
+                    "companyName": str(name),
+                    "isActive": bool(it.get("isActive", True)),
+                }
+            )
+
+        out.sort(key=lambda x: (x.get("companyName") or "").lower())
+        return out
+
+    def get_company(self, company_id: int) -> Dict[str, Any]:
+        """Fetch a single Company by ID."""
+        return self._request("GET", f"Companies/{int(company_id)}")
+
+    def _get_ticket_picklist_values(self, field_names: List[str]) -> List[Dict[str, Any]]:
+        """Retrieve picklist values for a Tickets field.
+
+        Autotask field metadata can vary between tenants/environments.
+        We first try exact name matches, then fall back to a contains-match
+        on the metadata field name/label for picklist fields.
+        """
+
+        fields = self._get_entity_fields("Tickets")
+        wanted = {n.strip().lower() for n in (field_names or []) if str(n).strip()}
+
+        def _field_label(f: Dict[str, Any]) -> str:
+            # Autotask metadata commonly provides either "label" or "displayName".
+            return str(f.get("label") or f.get("displayName") or "").strip().lower()
+
+        field: Optional[Dict[str, Any]] = None
+
+        # 1) Exact name match
+        for f in fields:
+            name = str(f.get("name") or "").strip().lower()
+            if name in wanted:
+                field = f
+                break
+
+        # 2) Fallback: contains match for picklists (handles QueueID vs TicketQueueID etc.)
+        if field is None and wanted:
+            candidates: List[Dict[str, Any]] = []
+            for f in fields:
+                if not bool(f.get("isPickList")):
+                    continue
+                name = str(f.get("name") or "").strip().lower()
+                label = _field_label(f)
+                if any(w in name for w in wanted) or any(w in label for w in wanted):
+                    candidates.append(f)
+
+            if candidates:
+                # Prefer the most specific/shortest name match to avoid overly broad matches.
+                candidates.sort(key=lambda x: len(str(x.get("name") or "")))
+                field = candidates[0]
+
+        if not field:
+            raise AutotaskError(
+                "Unable to locate Tickets field metadata for picklist retrieval: "
+                f"{sorted(wanted)}"
+            )
+
+        if not bool(field.get("isPickList")):
+            raise AutotaskError(f"Tickets.{field.get('name')} is not marked as a picklist in Autotask metadata.")
+
+        picklist_values = field.get("picklistValues")
+        # Autotask may return picklist values inline (as a list) or as a URL/path.
+        if isinstance(picklist_values, list):
+            return [x for x in picklist_values if isinstance(x, dict)]
+
+        if not isinstance(picklist_values, str) or not picklist_values.strip():
+            raise AutotaskError(f"Tickets.{field.get('name')} metadata did not include picklist values.")
+
+        return self._call_picklist_values(picklist_values)
+
+    def get_ticket_priorities(self) -> List[Dict[str, Any]]:
+        """Return Ticket Priority picklist values.
+
+        We intentionally retrieve this from entity metadata to prevent hardcoded priority IDs.
+        """
+        fields = self._get_entity_fields("Tickets")
+        priority_field: Optional[Dict[str, Any]] = None
+
+        def _field_label(f: Dict[str, Any]) -> str:
+            return str(f.get("label") or f.get("displayName") or "").strip().lower()
+
+        # Exact match first
+        for f in fields:
+            name = str(f.get("name") or "").strip().lower()
+            if name == "priority":
+                priority_field = f
+                break
+
+        # Fallback: contains match (handles variations like TicketPriority)
+        if priority_field is None:
+            candidates: List[Dict[str, Any]] = []
+            for f in fields:
+                if not bool(f.get("isPickList")):
+                    continue
+                name = str(f.get("name") or "").strip().lower()
+                label = _field_label(f)
+                if "priority" in name or "priority" in label:
+                    candidates.append(f)
+            if candidates:
+                candidates.sort(key=lambda x: len(str(x.get("name") or "")))
+                priority_field = candidates[0]
+
+        if not priority_field:
+            raise AutotaskError("Unable to locate a Tickets priority picklist field in Autotask metadata.")
+
+        if not bool(priority_field.get("isPickList")):
+            raise AutotaskError("Tickets.priority is not marked as a picklist in Autotask metadata.")
+
+        picklist_values = priority_field.get("picklistValues")
+        if isinstance(picklist_values, list):
+            return [x for x in picklist_values if isinstance(x, dict)]
+
+        if not isinstance(picklist_values, str) or not picklist_values.strip():
+            raise AutotaskError("Tickets.priority metadata did not include picklist values.")
+
+        return self._call_picklist_values(picklist_values)
+
+    def get_ticket_statuses(self) -> List[Dict[str, Any]]:
+        """Return Ticket Status picklist values.
+
+        We retrieve this from Tickets field metadata to avoid hardcoded status IDs.
+        """
+        return self._get_ticket_picklist_values(field_names=["status", "statusid"])
+
+    def get_ticket(self, ticket_id: int) -> Dict[str, Any]:
+        """Fetch a Ticket by ID via GET /Tickets/<id>."""
+        if not isinstance(ticket_id, int) or ticket_id <= 0:
+            raise AutotaskError("Invalid Autotask ticket id.")
+        data = self._request("GET", f"Tickets/{ticket_id}")
+        # Autotask commonly wraps single-entity GET results in an "item" object.
+        # Normalize to the entity dict so callers can access fields like "id" and
+        # "ticketNumber" without having to unwrap.
+        if isinstance(data, dict) and data:
+            if isinstance(data.get("item"), dict) and data.get("item"):
+                return data["item"]
+
+            # Some endpoints/tenants may return a list even for a single ID.
+            if isinstance(data.get("items"), list) and data.get("items"):
+                first = data.get("items")[0]
+                if isinstance(first, dict) and first:
+                    return first
+
+            return data
+        raise AutotaskError("Autotask did not return a ticket object.")
+
+    def query_tickets_by_ids(
+        self,
+        ticket_ids: List[int],
+        *,
+        max_records_per_query: int = 200,
+        corr_id: Optional[str] = None,
+    ) -> List[Dict[str, Any]]:
+        """Fetch multiple Tickets by id.
+
+        Preferred path:
+        - Use GET Tickets/query with an 'in' filter over id.
+
+        Fallback path:
+        - If the tenant does not support 'in' queries, fetch tickets individually
+          via GET Tickets/<id>.
+
+        Returns a list of ticket objects (dicts) for tickets that exist.
+        """
+
+        # Normalize ids
+        ids: List[int] = []
+        for x in ticket_ids or []:
+            try:
+                xi = int(x)
+            except Exception:
+                continue
+            if xi > 0:
+                ids.append(xi)
+
+        # De-duplicate while preserving order
+        seen = set()
+        dedup: List[int] = []
+        for xi in ids:
+            if xi in seen:
+                continue
+            seen.add(xi)
+            dedup.append(xi)
+
+        if not dedup:
+            return []
+
+        corr = corr_id or uuid.uuid4().hex[:10]
+
+        def _chunk(lst: List[int], n: int) -> List[List[int]]:
+            return [lst[i : i + n] for i in range(0, len(lst), n)]
+
+        out: List[Dict[str, Any]] = []
+
+        # Try query with op=in first (chunked)
+        try:
+            for chunk in _chunk(dedup, max(1, int(max_records_per_query))):
+                search_payload: Dict[str, Any] = {
+                    "filter": [
+                        {"op": "in", "field": "id", "value": chunk},
+                    ],
+                    "maxRecords": len(chunk),
+                }
+                params = {"search": json.dumps(search_payload)}
+                if self._debug_enabled():
+                    logger.info(
+                        "[autotask][%s] Tickets/query ids payload=%s",
+                        corr,
+                        self._safe_json_preview(search_payload, max_chars=1200),
+                    )
+                data = self._request("GET", "Tickets/query", params=params)
+                items = self._as_items_list(data)
+                for it in items:
+                    if isinstance(it, dict) and it:
+                        out.append(it)
+            return out
+        except AutotaskError as exc:
+            # Common tenant behavior: reject op=in with HTTP 400.
+            if self._debug_enabled():
+                logger.info(
+                    "[autotask][%s] Tickets/query ids op=in failed; falling back to per-ticket GET. error=%s",
+                    corr,
+                    str(exc),
+                )
+        except Exception as exc:
+            if self._debug_enabled():
+                logger.info(
+                    "[autotask][%s] Tickets/query ids unexpected error; falling back. error=%s",
+                    corr,
+                    str(exc),
+                )
+
+        # Fallback: individual GET calls (best-effort)
+        for tid in dedup:
+            try:
+                t = self.get_ticket(int(tid))
+                if isinstance(t, dict) and t:
+                    out.append(t)
+            except AutotaskError as exc:
+                # 404 -> deleted/missing ticket, ignore
+                if getattr(exc, "status_code", None) == 404:
+                    continue
+                # Any other error: continue best-effort
+                continue
+            except Exception:
+                continue
+
+        return out
+
+
+    def _lookup_created_ticket_id(
+        self,
+        tracking_identifier: str,
+        company_id: Optional[int] = None,
+        corr_id: Optional[str] = None,
+    ) -> Optional[int]:
+        """Lookup the most recently created ticket by tracking identifier.
+
+        Some Autotask tenants return an empty body and omit Location headers on
+        successful POST /Tickets calls. In that case, we must lookup the created
+        ticket deterministically via query.
+
+        We prefer filtering by CompanyID when available to reduce ambiguity.
+        """
+
+        tid = (tracking_identifier or "").strip()
+        if not tid:
+            return None
+
+        filters: List[Dict[str, Any]] = [
+            {"op": "eq", "field": "TrackingIdentifier", "value": tid},
+        ]
+        if isinstance(company_id, int) and company_id > 0:
+            filters.append({"op": "eq", "field": "CompanyID", "value": int(company_id)})
+
+        # Order by createDate desc when supported; fall back to id desc.
+        search_payload: Dict[str, Any] = {
+            "filter": filters,
+            "maxRecords": 1,
+            "orderby": [
+                {"field": "createDate", "direction": "desc"},
+                {"field": "id", "direction": "desc"},
+            ],
+        }
+
+        params = {"search": json.dumps(search_payload)}
+        if self._debug_enabled():
+            logger.info(
+                "[autotask][%s] Tickets/query lookup payload=%s",
+                corr_id or "-",
+                self._safe_json_preview(search_payload, max_chars=1200),
+            )
+
+        data = self._request("GET", "Tickets/query", params=params)
+        items = self._as_items_list(data)
+        if self._debug_enabled():
+            logger.info(
+                "[autotask][%s] Tickets/query lookup result_count=%s keys=%s",
+                corr_id or "-",
+                len(items),
+                (sorted(list(items[0].keys())) if items and isinstance(items[0], dict) else None),
+            )
+        if not items:
+            return None
+
+        first = items[0]
+        if isinstance(first, dict) and str(first.get("id") or "").isdigit():
+            return int(first["id"])
+        return None
+
+    def create_ticket(self, payload: Dict[str, Any]) -> Dict[str, Any]:
+        """Create a Ticket in Autotask.
+
+        Uses POST /Tickets.
+        Returns the created ticket object (as returned by Autotask).
+        """
+        if not isinstance(payload, dict) or not payload:
+            raise AutotaskError("Ticket payload is empty.")
+
+        corr_id = uuid.uuid4().hex[:10]
+
+        if self._debug_enabled():
+            # Avoid dumping full descriptions by default, but include key routing fields.
+            payload_keys = sorted(list(payload.keys()))
+            logger.info(
+                "[autotask][%s] POST /Tickets payload_keys=%s companyID=%s queueID=%s source=%s status=%s priority=%s trackingIdentifier=%s",
+                corr_id,
+                payload_keys,
+                payload.get("companyID") or payload.get("CompanyID") or payload.get("companyId"),
+                payload.get("queueID") or payload.get("QueueID") or payload.get("queueId"),
+                payload.get("source") or payload.get("Source") or payload.get("sourceId") or payload.get("sourceID"),
+                payload.get("status") or payload.get("Status") or payload.get("statusId") or payload.get("statusID"),
+                payload.get("priority") or payload.get("Priority"),
+                payload.get("trackingIdentifier") or payload.get("TrackingIdentifier"),
+            )
+
+        resp = self._request_raw("POST", "Tickets", json_body=payload)
+
+        if self._debug_enabled():
+            location = (resp.headers.get("Location") or resp.headers.get("location") or "").strip()
+            logger.info(
+                "[autotask][%s] POST /Tickets response http=%s content_type=%s content_length=%s location=%s",
+                corr_id,
+                resp.status_code,
+                (resp.headers.get("Content-Type") or resp.headers.get("content-type") or ""),
+                (len(resp.content or b"") if resp is not None else None),
+                location or None,
+            )
+
+        data: Any = {}
+        if resp.content:
+            try:
+                data = resp.json()
+            except Exception:
+                # Some tenants return an empty body or a non-JSON body on successful POST.
+                data = {}
+                if self._debug_enabled():
+                    # Log a short preview of the raw body to understand tenant behaviour.
+                    try:
+                        body_preview = (resp.text or "")[:600]
+                    except Exception:
+                        body_preview = ""
+                    logger.info(
+                        "[autotask][%s] POST /Tickets non-JSON body preview=%s",
+                        corr_id,
+                        body_preview,
+                    )
+
+        if self._debug_enabled():
+            logger.info(
+                "[autotask][%s] POST /Tickets parsed_json_type=%s json_preview=%s",
+                corr_id,
+                type(data).__name__,
+                self._safe_json_preview(data, max_chars=1200),
+            )
+
+        ticket_id: Optional[int] = None
+
+        # Autotask may return a lightweight create result like {"itemId": 12345}.
+        if isinstance(data, dict):
+            for key in ("itemId", "itemID", "id", "ticketId", "ticketID"):
+                if key in data and str(data.get(key) or "").isdigit():
+                    ticket_id = int(data[key])
+                    break
+
+            # Some variants wrap the created entity.
+            if ticket_id is None and "item" in data and isinstance(data.get("item"), dict):
+                item = data.get("item")
+                if "id" in item and str(item.get("id") or "").isdigit():
+                    ticket_id = int(item["id"])
+                else:
+                    return item
+
+            if ticket_id is None and "items" in data and isinstance(data.get("items"), list) and data.get("items"):
+                first = data.get("items")[0]
+                if isinstance(first, dict):
+                    if "id" in first and str(first.get("id") or "").isdigit():
+                        ticket_id = int(first["id"])
+                    else:
+                        return first
+
+        # Location header often contains the created entity URL.
+        if ticket_id is None:
+            location = (resp.headers.get("Location") or resp.headers.get("location") or "").strip()
+            if location:
+                try:
+                    last = location.rstrip("/").split("/")[-1]
+                    if last.isdigit():
+                        ticket_id = int(last)
+                except Exception:
+                    ticket_id = None
+
+        if self._debug_enabled():
+            logger.info(
+                "[autotask][%s] POST /Tickets extracted_ticket_id=%s",
+                corr_id,
+                ticket_id,
+            )
+
+        # If we have an ID, fetch the full ticket object so callers can reliably access ticketNumber etc.
+        if ticket_id is not None:
+            return self.get_ticket(ticket_id)
+
+        # Deterministic fallback: query by tracking identifier (+ company) if present.
+        tracking_identifier = (
+            payload.get("trackingIdentifier")
+            or payload.get("TrackingIdentifier")
+            or ""
+        )
+        company_id: Optional[int] = None
+        for ck in ("companyID", "companyId", "CompanyID"):
+            if str(payload.get(ck) or "").isdigit():
+                company_id = int(payload[ck])
+                break
+
+        if self._debug_enabled():
+            logger.info(
+                "[autotask][%s] fallback lookup by TrackingIdentifier=%s companyID=%s",
+                corr_id,
+                str(tracking_identifier),
+                company_id,
+            )
+
+        looked_up_id = self._lookup_created_ticket_id(
+            str(tracking_identifier),
+            company_id=company_id,
+            corr_id=corr_id,
+        )
+        if looked_up_id is not None:
+            return self.get_ticket(looked_up_id)
+
+        # Last-resort fallback: normalize first item if possible.
+        items = self._as_items_list(data)
+        if items:
+            return items[0]
+
+        raise AutotaskError(
+            "Autotask did not return a ticket id. "
+            "Ticket creation may still have succeeded. "
+            f"(HTTP {resp.status_code}, Correlation={corr_id})."
+        )

containers/backupchecks/src/backend/app/mail_importer.py

@@ -16,6 +16,7 @@ from .parsers import parse_mail_message
 from .parsers.veeam import extract_vspc_active_alarms_companies
 from .email_utils import normalize_from_address, extract_best_html_from_eml, is_effectively_blank_html
 from .job_matching import find_matching_job
+from .ticketing_utils import link_open_internal_tickets_to_run
 
 
 GRAPH_TOKEN_URL_TEMPLATE = "https://login.microsoftonline.com/{tenant_id}/oauth2/v2.0/token"
@@ -334,6 +335,12 @@ def _store_messages(settings: SystemSettings, messages):
                             db.session.add(run)
                             db.session.flush()
 
+                            # Legacy ticket behavior: inherit any open internal tickets for this job.
+                            try:
+                                link_open_internal_tickets_to_run(run=run, job=job)
+                            except Exception:
+                                pass
+
                             auto_approved_runs.append((job.customer_id, job.id, run.id, mail.id))
                             created_any = True
 
@@ -384,6 +391,12 @@ def _store_messages(settings: SystemSettings, messages):
                     db.session.add(run)
                     db.session.flush()  # ensure run.id is available
 
+                    # Legacy ticket behavior: inherit any open internal tickets for this job.
+                    try:
+                        link_open_internal_tickets_to_run(run=run, job=job)
+                    except Exception:
+                        pass
+
                     # Update mail message to reflect approval
                     mail.job_id = job.id
                     if hasattr(mail, "approved"):

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

@@ -1,11 +1,48 @@
 from .routes_shared import *  # noqa: F401,F403
 
+# Explicit imports for robustness across mixed deployments.
+from datetime import datetime
+
+from ..database import db
+from ..models import SystemSettings
+
+
+def _get_or_create_settings_local():
+    """Return SystemSettings, creating a default row if missing.
+
+    This module should not depend on star-imported helpers for settings.
+    Mixed deployments (partial container updates) can otherwise raise a
+    NameError on /customers when the shared helper is not present.
+    """
+
+    settings = SystemSettings.query.first()
+    if settings is None:
+        settings = SystemSettings(
+            auto_import_enabled=False,
+            auto_import_interval_minutes=15,
+            auto_import_max_items=50,
+            manual_import_batch_size=50,
+            auto_import_cutoff_date=datetime.utcnow().date(),
+            ingest_eml_retention_days=7,
+        )
+        db.session.add(settings)
+        db.session.commit()
+    return settings
+
 @main_bp.route("/customers")
 @login_required
 @roles_required("admin", "operator", "viewer")
 def customers():
     items = Customer.query.order_by(Customer.name.asc()).all()
 
+    settings = _get_or_create_settings_local()
+    autotask_enabled = bool(getattr(settings, "autotask_enabled", False))
+    autotask_configured = bool(
+        (getattr(settings, "autotask_api_username", None))
+        and (getattr(settings, "autotask_api_password", None))
+        and (getattr(settings, "autotask_tracking_identifier", None))
+    )
+
     rows = []
     for c in items:
         # Count jobs linked to this customer
@@ -19,6 +56,14 @@ def customers():
                 "name": c.name,
                 "active": bool(c.active),
                 "job_count": job_count,
+                "autotask_company_id": getattr(c, "autotask_company_id", None),
+                "autotask_company_name": getattr(c, "autotask_company_name", None),
+                "autotask_mapping_status": getattr(c, "autotask_mapping_status", None),
+                "autotask_last_sync_at": (
+                    getattr(c, "autotask_last_sync_at", None).isoformat(timespec="seconds")
+                    if getattr(c, "autotask_last_sync_at", None)
+                    else None
+                ),
             }
         )
 
@@ -28,9 +73,259 @@ def customers():
         "main/customers.html",
         customers=rows,
         can_manage=can_manage,
+        autotask_enabled=autotask_enabled,
+        autotask_configured=autotask_configured,
     )
 
 
+def _get_autotask_client_or_raise():
+    """Build an AutotaskClient from settings or raise a user-safe exception."""
+    settings = _get_or_create_settings_local()
+    if not bool(getattr(settings, "autotask_enabled", False)):
+        raise RuntimeError("Autotask integration is disabled.")
+    if not settings.autotask_api_username or not settings.autotask_api_password or not settings.autotask_tracking_identifier:
+        raise RuntimeError("Autotask settings incomplete.")
+
+    from ..integrations.autotask.client import AutotaskClient
+
+    return AutotaskClient(
+        username=settings.autotask_api_username,
+        password=settings.autotask_api_password,
+        api_integration_code=settings.autotask_tracking_identifier,
+        environment=(settings.autotask_environment or "production"),
+    )
+
+
+@main_bp.get("/api/autotask/companies/search")
+@login_required
+@roles_required("admin", "operator")
+def api_autotask_companies_search():
+    q = (request.args.get("q") or "").strip()
+    if not q:
+        return jsonify({"status": "ok", "items": []})
+
+    try:
+        client = _get_autotask_client_or_raise()
+        items = client.search_companies(q, limit=25)
+        return jsonify({"status": "ok", "items": items})
+    except Exception as exc:
+        return jsonify({"status": "error", "message": str(exc) or "Search failed."}), 400
+
+
+def _normalize_company_name(company: dict) -> str:
+    # Autotask REST payload shapes vary between tenants/endpoints.
+    # - Some single-entity GETs return {"item": {...}}
+    # - Some may return {"items": [{...}]}
+    if isinstance(company, dict):
+        item = company.get("item")
+        if isinstance(item, dict):
+            company = item
+        else:
+            items = company.get("items")
+            if isinstance(items, list) and items and isinstance(items[0], dict):
+                company = items[0]
+
+    return str(
+        (company or {}).get("companyName")
+        or (company or {}).get("CompanyName")
+        or (company or {}).get("name")
+        or (company or {}).get("Name")
+        or ""
+    ).strip()
+
+
+@main_bp.get("/api/customers/<int:customer_id>/autotask-mapping")
+@login_required
+@roles_required("admin", "operator", "viewer")
+def api_customer_autotask_mapping_get(customer_id: int):
+    c = Customer.query.get_or_404(customer_id)
+    return jsonify(
+        {
+            "status": "ok",
+            "customer": {
+                "id": c.id,
+                "autotask_company_id": getattr(c, "autotask_company_id", None),
+                "autotask_company_name": getattr(c, "autotask_company_name", None),
+                "autotask_mapping_status": getattr(c, "autotask_mapping_status", None),
+                "autotask_last_sync_at": (
+                    getattr(c, "autotask_last_sync_at", None).isoformat(timespec="seconds")
+                    if getattr(c, "autotask_last_sync_at", None)
+                    else None
+                ),
+            },
+        }
+    )
+
+
+@main_bp.post("/api/customers/<int:customer_id>/autotask-mapping")
+@login_required
+@roles_required("admin", "operator")
+def api_customer_autotask_mapping_set(customer_id: int):
+    c = Customer.query.get_or_404(customer_id)
+    payload = request.get_json(silent=True) or {}
+    company_id = payload.get("company_id")
+    try:
+        company_id_int = int(company_id)
+    except Exception:
+        return jsonify({"status": "error", "message": "Invalid company_id."}), 400
+
+    try:
+        client = _get_autotask_client_or_raise()
+        company = client.get_company(company_id_int)
+        name = _normalize_company_name(company)
+
+        c.autotask_company_id = company_id_int
+        c.autotask_company_name = name
+        c.autotask_mapping_status = "ok"
+        c.autotask_last_sync_at = datetime.utcnow()
+
+        db.session.commit()
+        return jsonify({"status": "ok"})
+    except Exception as exc:
+        db.session.rollback()
+        return jsonify({"status": "error", "message": str(exc) or "Failed to set mapping."}), 400
+
+
+@main_bp.post("/api/customers/<int:customer_id>/autotask-mapping/clear")
+@login_required
+@roles_required("admin", "operator")
+def api_customer_autotask_mapping_clear(customer_id: int):
+    c = Customer.query.get_or_404(customer_id)
+    try:
+        c.autotask_company_id = None
+        c.autotask_company_name = None
+        c.autotask_mapping_status = None
+        c.autotask_last_sync_at = datetime.utcnow()
+        db.session.commit()
+        return jsonify({"status": "ok"})
+    except Exception as exc:
+        db.session.rollback()
+        return jsonify({"status": "error", "message": str(exc) or "Failed to clear mapping."}), 400
+
+
+@main_bp.post("/api/customers/<int:customer_id>/autotask-mapping/refresh")
+@login_required
+@roles_required("admin", "operator")
+def api_customer_autotask_mapping_refresh(customer_id: int):
+    from ..integrations.autotask.client import AutotaskError
+
+    c = Customer.query.get_or_404(customer_id)
+    company_id = getattr(c, "autotask_company_id", None)
+    if not company_id:
+        return jsonify({"status": "ok", "mapping_status": None})
+
+    try:
+        client = _get_autotask_client_or_raise()
+        company = client.get_company(int(company_id))
+        name = _normalize_company_name(company)
+
+        prev = (getattr(c, "autotask_company_name", None) or "").strip()
+        if prev and name and prev != name:
+            c.autotask_company_name = name
+            c.autotask_mapping_status = "renamed"
+        else:
+            c.autotask_company_name = name
+            c.autotask_mapping_status = "ok"
+        c.autotask_last_sync_at = datetime.utcnow()
+
+        db.session.commit()
+        return jsonify({"status": "ok", "mapping_status": c.autotask_mapping_status, "company_name": c.autotask_company_name})
+    except AutotaskError as exc:
+        try:
+            code = getattr(exc, "status_code", None)
+        except Exception:
+            code = None
+
+        # 404 -> deleted/missing company in Autotask
+        if code == 404:
+            try:
+                c.autotask_mapping_status = "invalid"
+                c.autotask_last_sync_at = datetime.utcnow()
+                db.session.commit()
+            except Exception:
+                db.session.rollback()
+            return jsonify({"status": "ok", "mapping_status": "invalid"})
+
+        # Other errors: keep mapping but mark as missing (temporary/unreachable)
+        try:
+            c.autotask_mapping_status = "missing"
+            c.autotask_last_sync_at = datetime.utcnow()
+            db.session.commit()
+        except Exception:
+            db.session.rollback()
+        return jsonify({"status": "ok", "mapping_status": "missing", "message": str(exc)})
+    except Exception as exc:
+        db.session.rollback()
+        return jsonify({"status": "error", "message": str(exc) or "Refresh failed."}), 400
+
+
+@main_bp.post("/api/customers/autotask-mapping/refresh-all")
+@login_required
+@roles_required("admin", "operator")
+def api_customers_autotask_mapping_refresh_all():
+    """Refresh mapping status for all customers that have an Autotask company ID."""
+
+    from ..integrations.autotask.client import AutotaskError
+
+    customers = Customer.query.filter(Customer.autotask_company_id.isnot(None)).all()
+    if not customers:
+        return jsonify({"status": "ok", "refreshed": 0, "counts": {"ok": 0, "renamed": 0, "missing": 0, "invalid": 0}})
+
+    try:
+        client = _get_autotask_client_or_raise()
+    except Exception as exc:
+        return jsonify({"status": "error", "message": str(exc) or "Autotask is not configured."}), 400
+
+    counts = {"ok": 0, "renamed": 0, "missing": 0, "invalid": 0}
+    refreshed = 0
+
+    for c in customers:
+        company_id = getattr(c, "autotask_company_id", None)
+        if not company_id:
+            continue
+        try:
+            company = client.get_company(int(company_id))
+            name = _normalize_company_name(company)
+
+            prev = (getattr(c, "autotask_company_name", None) or "").strip()
+            if prev and name and prev != name:
+                c.autotask_company_name = name
+                c.autotask_mapping_status = "renamed"
+                counts["renamed"] += 1
+            else:
+                c.autotask_company_name = name
+                c.autotask_mapping_status = "ok"
+                counts["ok"] += 1
+            c.autotask_last_sync_at = datetime.utcnow()
+            refreshed += 1
+        except AutotaskError as exc:
+            try:
+                code = getattr(exc, "status_code", None)
+            except Exception:
+                code = None
+
+            if code == 404:
+                c.autotask_mapping_status = "invalid"
+                counts["invalid"] += 1
+            else:
+                c.autotask_mapping_status = "missing"
+                counts["missing"] += 1
+            c.autotask_last_sync_at = datetime.utcnow()
+            refreshed += 1
+        except Exception:
+            c.autotask_mapping_status = "missing"
+            c.autotask_last_sync_at = datetime.utcnow()
+            counts["missing"] += 1
+            refreshed += 1
+
+    try:
+        db.session.commit()
+        return jsonify({"status": "ok", "refreshed": refreshed, "counts": counts})
+    except Exception as exc:
+        db.session.rollback()
+        return jsonify({"status": "error", "message": str(exc) or "Failed to refresh all mappings."}), 400
+
+
 @main_bp.route("/customers/create", methods=["POST"])
 @login_required
 @roles_required("admin", "operator")

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

@@ -4,6 +4,7 @@ from .routes_shared import _format_datetime, _log_admin_event, _send_mail_messag
 from ..email_utils import extract_best_html_from_eml, is_effectively_blank_html
 from ..parsers.veeam import extract_vspc_active_alarms_companies
 from ..models import MailObject
+from ..ticketing_utils import link_open_internal_tickets_to_run
 
 import time
 import re
@@ -295,6 +296,13 @@ def inbox_message_approve(message_id: int):
         run.storage_free_percent = msg.storage_free_percent
     db.session.add(run)
 
+    # Legacy ticket behavior: inherit any open internal tickets for this job.
+    try:
+        db.session.flush()  # ensure run.id is available
+        link_open_internal_tickets_to_run(run=run, job=job)
+    except Exception:
+        pass
+
     # Update mail message to reflect approval
     msg.job_id = job.id
     if hasattr(msg, "approved"):
@@ -538,6 +546,12 @@ def inbox_message_approve_vspc_companies(message_id: int):
 
             db.session.add(run)
             db.session.flush()
+
+            # Legacy ticket behavior: inherit any open internal tickets for this job.
+            try:
+                link_open_internal_tickets_to_run(run=run, job=job)
+            except Exception:
+                pass
             created_runs.append(run)
 
         # Persist objects for reporting (idempotent upsert; safe to repeat).
@@ -685,6 +699,12 @@ def inbox_message_approve_vspc_companies(message_id: int):
                         db.session.add(run2)
                         db.session.flush()
 
+                        # Legacy ticket behavior: inherit any open internal tickets for this job.
+                        try:
+                            link_open_internal_tickets_to_run(run=run2, job=job2)
+                        except Exception:
+                            pass
+
                     # Persist objects per company
                     try:
                         persist_objects_for_approved_run_filtered(
@@ -1050,6 +1070,12 @@ def inbox_reparse_all():
 
                                     db.session.add(run)
                                     db.session.flush()
+
+                                    # Legacy ticket behavior: inherit any open internal tickets for this job.
+                                    try:
+                                        link_open_internal_tickets_to_run(run=run, job=job)
+                                    except Exception:
+                                        pass
                                     auto_approved_runs.append((job.customer_id, job.id, run.id, msg.id))
                                     created_any = True
 
@@ -1110,6 +1136,12 @@ def inbox_reparse_all():
 
                             db.session.add(run)
                             db.session.flush()  # ensure run.id is available
+
+                            # Legacy ticket behavior: inherit any open internal tickets for this job.
+                            try:
+                                link_open_internal_tickets_to_run(run=run, job=job)
+                            except Exception:
+                                pass
                             auto_approved_runs.append((job.customer_id, job.id, run.id, msg.id))
 
                             msg.job_id = job.id
@@ -1209,6 +1241,12 @@ def inbox_reparse_all():
 
                     db.session.add(run)
                     db.session.flush()
+
+                    # Legacy ticket behavior: inherit any open internal tickets for this job.
+                    try:
+                        link_open_internal_tickets_to_run(run=run, job=job)
+                    except Exception:
+                        pass
                     auto_approved_runs.append((job.customer_id, job.id, run.id, msg.id))
 
                     msg.job_id = job.id

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

@@ -4,7 +4,8 @@ import calendar
 
 from datetime import date, datetime, time, timedelta, timezone
 
-from flask import jsonify, render_template, request
+from flask import jsonify, render_template, request, url_for
+from urllib.parse import urljoin
 from flask_login import current_user, login_required
 from sqlalchemy import and_, or_, func, text
 
@@ -31,10 +32,119 @@ from ..models import (
     JobRunReviewEvent,
     MailMessage,
     MailObject,
+    Ticket,
+    TicketJobRun,
+    TicketScope,
     Override,
     User,
 )
 
+from ..ticketing_utils import (
+    ensure_internal_ticket_for_job,
+    ensure_ticket_jobrun_links,
+    link_open_internal_tickets_to_run,
+)
+
+
+def _build_autotask_client_from_settings():
+    """Build an AutotaskClient from stored settings or raise a user-safe exception."""
+    settings = _get_or_create_settings()
+    if not getattr(settings, "autotask_enabled", False):
+        raise RuntimeError("Autotask integration is disabled.")
+
+    required = [
+        getattr(settings, "autotask_environment", None),
+        getattr(settings, "autotask_api_username", None),
+        getattr(settings, "autotask_api_password", None),
+        getattr(settings, "autotask_tracking_identifier", None),
+    ]
+    if any(not (x and str(x).strip()) for x in required):
+        raise RuntimeError("Autotask settings incomplete.")
+
+    from ..integrations.autotask.client import AutotaskClient
+
+    return AutotaskClient(
+        username=settings.autotask_api_username,
+        password=settings.autotask_api_password,
+        api_integration_code=settings.autotask_tracking_identifier,
+        environment=settings.autotask_environment,
+    )
+
+
+def _determine_autotask_severity(status_text: str | None) -> str:
+    s = (status_text or "").strip().lower()
+    if "warning" in s:
+        return "warning"
+    if "error" in s or "fail" in s:
+        return "error"
+    if "missed" in s:
+        return "error"
+    return "warning"
+
+
+def _compose_autotask_ticket_description(
+    *,
+    settings,
+    job: Job,
+    run: JobRun,
+    status_display: str,
+    overall_message: str,
+    objects_payload: list[dict[str, str]],
+) -> str:
+    tz_name = _get_ui_timezone_name() or "Europe/Amsterdam"
+    run_dt = run.run_at
+    run_at_str = _format_datetime(run_dt) if run_dt else "-"
+
+    base_url = (getattr(settings, "autotask_base_url", None) or "").strip()
+    job_rel = url_for("main.job_detail", job_id=job.id)
+    # Link to Job Details with a hint for the specific run.
+    job_link = urljoin(base_url.rstrip("/") + "/", job_rel.lstrip("/"))
+    if run.id:
+        job_link = f"{job_link}?run_id={int(run.id)}"
+
+    lines: list[str] = []
+    lines.append(f"Customer: {job.customer.name if job.customer else ''}")
+    lines.append(f"Job: {job.job_name or ''}")
+    lines.append(f"Backup: {job.backup_software or ''} / {job.backup_type or ''}")
+    lines.append(f"Run at ({tz_name}): {run_at_str}")
+    lines.append(f"Status: {status_display or ''}")
+    lines.append("")
+
+    overall_message = (overall_message or "").strip()
+    if overall_message:
+        lines.append("Summary:")
+        lines.append(overall_message)
+        lines.append("")
+        lines.append("Multiple objects reported messages. See Backupchecks for full details.")
+    else:
+        # Fallback to object-level messages with a hard limit.
+        limit = 10
+        shown = 0
+        total = 0
+        for o in objects_payload or []:
+            name = (o.get("name") or "").strip()
+            err = (o.get("error_message") or "").strip()
+            st = (o.get("status") or "").strip()
+            if not name:
+                continue
+            if not err and not st:
+                continue
+            total += 1
+            if shown >= limit:
+                continue
+            msg = err or st
+            lines.append(f"- {name}: {msg}")
+            shown += 1
+
+        if total == 0:
+            lines.append("No detailed object messages available. See Backupchecks for full details.")
+        elif total > shown:
+            lines.append(f"And {int(total - shown)} additional objects reported similar messages.")
+
+    lines.append("")
+    lines.append(f"Backupchecks details: {job_link}")
+    return "\n".join(lines).strip() + "\n"
+
 # Grace window for matching real runs to an expected schedule slot.
 # A run within +/- 1 hour of the inferred schedule time counts as fulfilling the slot.
 MISSED_GRACE_WINDOW = timedelta(hours=1)
@@ -206,6 +316,11 @@ def _ensure_missed_runs_for_job(job: Job, start_from: date, end_inclusive: date)
                 mail_message_id=None,
             )
             db.session.add(miss)
+            try:
+                db.session.flush()  # ensure miss.id is available
+                link_open_internal_tickets_to_run(run=miss, job=job)
+            except Exception:
+                pass
             inserted += 1
 
         d = d + timedelta(days=1)
@@ -287,6 +402,11 @@ def _ensure_missed_runs_for_job(job: Job, start_from: date, end_inclusive: date)
                             mail_message_id=None,
                         )
                         db.session.add(miss)
+                        try:
+                            db.session.flush()  # ensure miss.id is available
+                            link_open_internal_tickets_to_run(run=miss, job=job)
+                        except Exception:
+                            pass
                         inserted += 1
 
                 # Next month
@@ -753,6 +873,8 @@ def run_checks_details():
                 "mail": mail_meta,
                 "body_html": body_html,
                 "objects": objects_payload,
+                "autotask_ticket_id": getattr(run, "autotask_ticket_id", None),
+                "autotask_ticket_number": getattr(run, "autotask_ticket_number", None) or "",
             }
         )
 
@@ -770,6 +892,468 @@ def run_checks_details():
     return jsonify({"status": "ok", "job": job_payload, "runs": runs_payload})
 
 
+
+
+@main_bp.get("/api/run-checks/autotask-ticket-poll")
+@login_required
+@roles_required("admin", "operator")
+def api_run_checks_autotask_ticket_poll():
+    """Poll Autotask ticket state for Run Checks.
+
+    Notes:
+    - This endpoint does not mutate Autotask.
+    - As part of the legacy ticket workflow restoration, it may backfill
+      missing local metadata (ticket numbers) and internal Ticket/TicketJobRun
+      relations when those are absent.
+    """
+
+    include_reviewed = False
+    if get_active_role() == "admin":
+        include_reviewed = request.args.get("include_reviewed", "0") in ("1", "true", "yes", "on")
+
+    # Only consider recently relevant runs to keep the payload small.
+    # We intentionally avoid unbounded history polling.
+    days = 60
+    try:
+        days = int(request.args.get("days", "60"))
+    except Exception:
+        days = 60
+    if days < 1:
+        days = 1
+    if days > 180:
+        days = 180
+
+    now_utc = datetime.utcnow().replace(tzinfo=None)
+    window_start = now_utc - timedelta(days=days)
+
+    q = JobRun.query.filter(JobRun.autotask_ticket_id.isnot(None))
+    if not include_reviewed:
+        q = q.filter(JobRun.reviewed_at.is_(None))
+
+    # Only poll runs in our time window.
+    q = q.filter(func.coalesce(JobRun.run_at, JobRun.created_at) >= window_start)
+
+    runs = (
+        q.order_by(func.coalesce(JobRun.run_at, JobRun.created_at).desc(), JobRun.id.desc())
+        .limit(400)
+        .all()
+    )
+
+    ticket_ids = []
+    seen = set()
+    for r in runs:
+        tid = getattr(r, "autotask_ticket_id", None)
+        try:
+            tid_int = int(tid)
+        except Exception:
+            continue
+        if tid_int <= 0 or tid_int in seen:
+            continue
+        seen.add(tid_int)
+        ticket_ids.append(tid_int)
+
+    if not ticket_ids:
+        return jsonify({"status": "ok", "tickets": []})
+
+    # If integration is disabled, do not fail the page.
+    settings = _get_or_create_settings()
+    if not getattr(settings, "autotask_enabled", False):
+        return jsonify({"status": "ok", "tickets": [], "autotask_enabled": False})
+
+    try:
+        client = _build_autotask_client_from_settings()
+    except Exception as exc:
+        return jsonify({"status": "ok", "tickets": [], "autotask_enabled": True, "message": str(exc)})
+
+    corr_id = datetime.utcnow().strftime("rcpoll-%Y%m%d%H%M%S")
+
+    # Query tickets in Autotask (best-effort)
+    tickets = []
+    try:
+        tickets = client.query_tickets_by_ids(ticket_ids, corr_id=corr_id)
+    except Exception:
+        tickets = []
+
+    # Build a minimal payload for UI use.
+    out = []
+    for t in tickets or []:
+        if not isinstance(t, dict):
+            continue
+        tid = t.get("id")
+        try:
+            tid_int = int(tid)
+        except Exception:
+            continue
+
+        out.append(
+            {
+                "id": tid_int,
+                "ticketNumber": (t.get("ticketNumber") or t.get("TicketNumber") or "") or "",
+                "status": t.get("status"),
+                "statusName": (t.get("statusName") or t.get("StatusName") or "") or "",
+                "title": (t.get("title") or t.get("Title") or "") or "",
+                "lastActivityDate": (t.get("lastActivityDate") or t.get("LastActivityDate") or t.get("lastActivity") or "") or "",
+            }
+        )
+
+    # Backfill local ticket numbers and internal Ticket/TicketJobRun records when missing.
+    # This is intentionally best-effort and must not break the Run Checks page.
+    try:
+        id_to_number = {}
+        id_to_title = {}
+        for item in out:
+            tid = item.get("id")
+            num = (item.get("ticketNumber") or "").strip()
+            if tid and num:
+                id_to_number[int(tid)] = num
+                id_to_title[int(tid)] = (item.get("title") or "").strip() or None
+
+        if id_to_number:
+            # Update JobRun.autotask_ticket_number if empty, and ensure internal ticket workflow exists.
+            jobs_seen = set()
+            for r in runs:
+                try:
+                    tid = int(getattr(r, "autotask_ticket_id", None) or 0)
+                except Exception:
+                    tid = 0
+                if tid <= 0 or tid not in id_to_number:
+                    continue
+
+                number = id_to_number.get(tid)
+                if number and not ((getattr(r, "autotask_ticket_number", None) or "").strip()):
+                    r.autotask_ticket_number = number
+                    db.session.add(r)
+
+                # Ensure internal Ticket + scope + links exist (per job)
+                if r.job_id and int(r.job_id) not in jobs_seen:
+                    jobs_seen.add(int(r.job_id))
+                    job = Job.query.get(r.job_id)
+                    if not job:
+                        continue
+
+                    ticket = ensure_internal_ticket_for_job(
+                        ticket_code=number,
+                        title=id_to_title.get(tid),
+                        description=f"Autotask ticket {number}",
+                        job=job,
+                        active_from_dt=getattr(r, "run_at", None),
+                        start_dt=datetime.utcnow(),
+                    )
+
+                    # Link all currently active (unreviewed) runs for this job.
+                    run_ids = [
+                        int(x)
+                        for (x,) in (
+                            JobRun.query.filter(JobRun.job_id == job.id)
+                            .filter(JobRun.reviewed_at.is_(None))
+                            .with_entities(JobRun.id)
+                            .all()
+                        )
+                        if x is not None
+                    ]
+                    ensure_ticket_jobrun_links(ticket_id=ticket.id, run_ids=run_ids, link_source="autotask")
+
+            db.session.commit()
+    except Exception:
+        try:
+            db.session.rollback()
+        except Exception:
+            pass
+
+    return jsonify({"status": "ok", "tickets": out, "autotask_enabled": True})
+@main_bp.post("/api/run-checks/autotask-ticket")
+@login_required
+@roles_required("admin", "operator")
+def api_run_checks_create_autotask_ticket():
+    """Create an Autotask ticket for a specific run.
+
+    Enforces: exactly one ticket per run.
+    """
+    data = request.get_json(silent=True) or {}
+    try:
+        run_id = int(data.get("run_id") or 0)
+    except Exception:
+        run_id = 0
+
+    if run_id <= 0:
+        return jsonify({"status": "error", "message": "Invalid parameters."}), 400
+
+    run = JobRun.query.get(run_id)
+    if not run:
+        return jsonify({"status": "error", "message": "Run not found."}), 404
+
+    # Idempotent behavior:
+    # If the run already has an Autotask ticket linked, we still continue so we can:
+    # - propagate the linkage to all active (non-reviewed) runs of the same job
+    # - synchronize the internal Ticket + TicketJobRun records (used by Tickets/Remarks + Job Details)
+    already_exists = False
+    existing_ticket_id = getattr(run, "autotask_ticket_id", None)
+    existing_ticket_number = (getattr(run, "autotask_ticket_number", None) or "").strip() or None
+    if existing_ticket_id:
+        already_exists = True
+
+    job = Job.query.get(run.job_id)
+    if not job:
+        return jsonify({"status": "error", "message": "Job not found."}), 404
+
+    customer = Customer.query.get(job.customer_id) if getattr(job, "customer_id", None) else None
+    if not customer:
+        return jsonify({"status": "error", "message": "Customer not found."}), 404
+
+    if not getattr(customer, "autotask_company_id", None):
+        return jsonify({"status": "error", "message": "Customer has no Autotask company mapping."}), 400
+
+    if (getattr(customer, "autotask_mapping_status", None) or "").strip().lower() not in ("ok", "renamed"):
+        return jsonify({"status": "error", "message": "Autotask company mapping is not valid."}), 400
+
+    settings = _get_or_create_settings()
+
+    base_url = (getattr(settings, "autotask_base_url", None) or "").strip()
+    if not base_url:
+        return jsonify({"status": "error", "message": "Autotask Base URL is not configured."}), 400
+
+    # Required ticket defaults
+    if not getattr(settings, "autotask_default_queue_id", None):
+        return jsonify({"status": "error", "message": "Autotask default queue is not configured."}), 400
+    if not getattr(settings, "autotask_default_ticket_source_id", None):
+        return jsonify({"status": "error", "message": "Autotask default ticket source is not configured."}), 400
+    if not getattr(settings, "autotask_default_ticket_status", None):
+        return jsonify({"status": "error", "message": "Autotask default ticket status is not configured."}), 400
+
+    # Determine display status (including overrides) for consistent subject/priority mapping.
+    status_display = run.status or "-"
+    try:
+        status_display, _, _, _ov_id, _ov_reason = _apply_overrides_to_run(job, run)
+    except Exception:
+        status_display = run.status or "-"
+
+    severity = _determine_autotask_severity(status_display)
+    priority_id = None
+    if severity == "warning":
+        priority_id = getattr(settings, "autotask_priority_warning", None)
+    else:
+        priority_id = getattr(settings, "autotask_priority_error", None)
+
+    # Load mail + objects for ticket composition.
+    msg = MailMessage.query.get(run.mail_message_id) if run.mail_message_id else None
+    overall_message = (getattr(msg, "overall_message", None) or "") if msg else ""
+
+    objects_payload: list[dict[str, str]] = []
+    try:
+        objs = run.objects.order_by(JobObject.object_name.asc()).all()
+    except Exception:
+        objs = list(run.objects or [])
+    for o in objs or []:
+        objects_payload.append(
+            {
+                "name": getattr(o, "object_name", "") or "",
+                "type": getattr(o, "object_type", "") or "",
+                "status": getattr(o, "status", "") or "",
+                "error_message": getattr(o, "error_message", "") or "",
+            }
+        )
+
+    if (not objects_payload) and msg:
+        try:
+            mos = MailObject.query.filter_by(mail_message_id=msg.id).order_by(MailObject.object_name.asc()).all()
+        except Exception:
+            mos = []
+        for mo in mos or []:
+            objects_payload.append(
+                {
+                    "name": getattr(mo, "object_name", "") or "",
+                    "type": getattr(mo, "object_type", "") or "",
+                    "status": getattr(mo, "status", "") or "",
+                    "error_message": getattr(mo, "error_message", "") or "",
+                }
+            )
+
+    subject = f"[Backupchecks] {customer.name} - {job.job_name or ''} - {status_display}"
+    description = _compose_autotask_ticket_description(
+        settings=settings,
+        job=job,
+        run=run,
+        status_display=status_display,
+        overall_message=overall_message,
+        objects_payload=objects_payload,
+    )
+
+    payload = {
+        "companyID": int(customer.autotask_company_id),
+        "title": subject,
+        "description": description,
+        "queueID": int(settings.autotask_default_queue_id),
+        "source": int(settings.autotask_default_ticket_source_id),
+        "status": int(settings.autotask_default_ticket_status),
+    }
+    if priority_id:
+        payload["priority"] = int(priority_id)
+
+    try:
+        client = _build_autotask_client_from_settings()
+    except Exception as exc:
+        return jsonify({"status": "error", "message": f"Autotask client initialization failed: {exc}"}), 400
+
+    ticket_id = None
+    ticket_number = None
+
+    if already_exists:
+        try:
+            ticket_id = int(existing_ticket_id)
+        except Exception:
+            ticket_id = None
+        ticket_number = existing_ticket_number
+    else:
+        try:
+            created = client.create_ticket(payload)
+        except Exception as exc:
+            return jsonify({"status": "error", "message": f"Autotask ticket creation failed: {exc}"}), 400
+
+        if isinstance(created, dict):
+            ticket_id = created.get("id") or created.get("itemId") or created.get("ticketId")
+            try:
+                # Some wrappers return {"item": {"id": ...}}
+                if not ticket_id and isinstance(created.get("item"), dict):
+                    ticket_id = created.get("item", {}).get("id")
+            except Exception:
+                pass
+
+        if not ticket_id:
+            return jsonify({"status": "error", "message": "Autotask did not return a ticket id."}), 400
+
+    # Autotask typically does not return the ticket number on create.
+    # Also, existing linkages may have ticket_id but no ticket_number yet.
+    # Always fetch the ticket if we don't have the number so we can persist it for UI and internal linking.
+    if ticket_id and not ticket_number:
+        try:
+            fetched = client.get_ticket(int(ticket_id))
+            if isinstance(fetched, dict) and isinstance(fetched.get("item"), dict):
+                fetched = fetched.get("item")
+            if isinstance(fetched, dict):
+                ticket_number = fetched.get("ticketNumber") or fetched.get("number") or fetched.get("ticket_number")
+        except Exception:
+            ticket_number = ticket_number or None
+
+    # Link the created Autotask ticket to all relevant open runs of the same job.
+    # This matches the manual ticket workflow where one ticket remains visible across runs
+    # until it is explicitly resolved.
+    now = datetime.utcnow()
+
+    # Collect the open run IDs first (stable list), then apply updates and internal linking.
+    linked_run_ids: list[int] = []
+    try:
+        rows = (
+            JobRun.query.filter(JobRun.job_id == run.job_id)
+            .filter(JobRun.reviewed_at.is_(None))
+            .with_entities(JobRun.id)
+            .order_by(JobRun.id.asc())
+            .all()
+        )
+        linked_run_ids = [int(rid) for (rid,) in rows if rid is not None]
+    except Exception:
+        linked_run_ids = []
+
+    # Safety: always include the explicitly selected run.
+    try:
+        if run.id and int(run.id) not in linked_run_ids:
+            linked_run_ids.append(int(run.id))
+    except Exception:
+        pass
+
+    # Load run objects for the IDs we determined.
+    open_runs = []
+    if linked_run_ids:
+        open_runs = JobRun.query.filter(JobRun.id.in_(linked_run_ids)).all()
+    else:
+        open_runs = [run]
+        try:
+            if run.id:
+                linked_run_ids = [int(run.id)]
+        except Exception:
+            linked_run_ids = []
+
+    for r in open_runs or []:
+        # Do not overwrite an existing (different) ticket linkage.
+        existing_id = getattr(r, "autotask_ticket_id", None)
+        if existing_id:
+            try:
+                if int(existing_id) != int(ticket_id):
+                    continue
+            except Exception:
+                continue
+
+        try:
+            r.autotask_ticket_id = int(ticket_id)
+        except Exception:
+            r.autotask_ticket_id = None
+
+        r.autotask_ticket_number = (str(ticket_number).strip() if ticket_number is not None else "") or None
+        r.autotask_ticket_created_at = now
+        r.autotask_ticket_created_by_user_id = current_user.id
+
+    # Also store an internal Ticket record and link it to all relevant active runs.
+    # This keeps Tickets/Remarks, Job Details, and Run Checks indicators consistent with the existing manual workflow,
+    # and remains functional even if PSA integration is disabled later.
+    internal_ticket = None
+    if ticket_number:
+        ticket_code = (str(ticket_number) or "").strip().upper()
+        internal_ticket = Ticket.query.filter_by(ticket_code=ticket_code).first()
+        if not internal_ticket:
+            internal_ticket = Ticket(
+                ticket_code=ticket_code,
+                title=subject,
+                description=description,
+                active_from_date=_to_amsterdam_date(run.run_at) or _to_amsterdam_date(now) or now.date(),
+                start_date=now,
+                resolved_at=None,
+            )
+            db.session.add(internal_ticket)
+            db.session.flush()
+
+        # Ensure a job scope exists (used by popups / job details / tickets page)
+        scope = None
+        if job and job.id and internal_ticket and internal_ticket.id:
+            scope = TicketScope.query.filter_by(ticket_id=internal_ticket.id, scope_type="job", job_id=job.id).first()
+        if not scope and internal_ticket and internal_ticket.id:
+            scope = TicketScope(
+                ticket_id=internal_ticket.id,
+                scope_type="job",
+                customer_id=job.customer_id if job else None,
+                backup_software=job.backup_software if job else None,
+                backup_type=job.backup_type if job else None,
+                job_id=job.id if job else None,
+                job_name_match=job.job_name if job else None,
+                job_name_match_mode="exact",
+                resolved_at=None,
+            )
+            db.session.add(scope)
+        elif scope:
+            scope.resolved_at = None
+
+        # Link ticket to all relevant active job runs (idempotent)
+        for rid in linked_run_ids or []:
+            if not TicketJobRun.query.filter_by(ticket_id=internal_ticket.id, job_run_id=rid).first():
+                db.session.add(TicketJobRun(ticket_id=internal_ticket.id, job_run_id=rid, link_source="autotask"))
+
+    try:
+        for r in open_runs or []:
+            db.session.add(r)
+        db.session.commit()
+    except Exception as exc:
+        db.session.rollback()
+        return jsonify({"status": "error", "message": f"Failed to store ticket reference: {exc}"}), 500
+
+    return jsonify(
+        {
+            "status": "ok",
+            "ticket_id": int(run.autotask_ticket_id) if run.autotask_ticket_id else None,
+            "ticket_number": run.autotask_ticket_number or "",
+            "already_exists": bool(already_exists),
+            "linked_run_ids": linked_run_ids or [],
+        }
+    )
+
+
 @main_bp.post("/api/run-checks/mark-reviewed")
 @login_required
 @roles_required("admin", "operator")

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

@@ -1,5 +1,7 @@
 from .routes_shared import *  # noqa: F401,F403
 from .routes_shared import _get_database_size_bytes, _get_or_create_settings, _format_bytes, _get_free_disk_bytes, _log_admin_event
+import json
+from datetime import datetime
 
 @main_bp.route("/settings/jobs/delete-all", methods=["POST"])
 @login_required
@@ -430,6 +432,61 @@ def settings():
         if "ui_timezone" in request.form:
             settings.ui_timezone = (request.form.get("ui_timezone") or "").strip() or "Europe/Amsterdam"
 
+        # Autotask integration
+        if "autotask_enabled" in request.form:
+            settings.autotask_enabled = bool(request.form.get("autotask_enabled"))
+
+        if "autotask_environment" in request.form:
+            env_val = (request.form.get("autotask_environment") or "").strip().lower()
+            if env_val in ("sandbox", "production"):
+                settings.autotask_environment = env_val
+            else:
+                settings.autotask_environment = None
+
+        if "autotask_api_username" in request.form:
+            settings.autotask_api_username = (request.form.get("autotask_api_username") or "").strip() or None
+
+        if "autotask_api_password" in request.form:
+            pw = (request.form.get("autotask_api_password") or "").strip()
+            if pw:
+                settings.autotask_api_password = pw
+
+        if "autotask_tracking_identifier" in request.form:
+            settings.autotask_tracking_identifier = (request.form.get("autotask_tracking_identifier") or "").strip() or None
+
+        if "autotask_base_url" in request.form:
+            settings.autotask_base_url = (request.form.get("autotask_base_url") or "").strip() or None
+
+        if "autotask_default_queue_id" in request.form:
+            try:
+                settings.autotask_default_queue_id = int(request.form.get("autotask_default_queue_id") or 0) or None
+            except (ValueError, TypeError):
+                pass
+
+        if "autotask_default_ticket_source_id" in request.form:
+            try:
+                settings.autotask_default_ticket_source_id = int(request.form.get("autotask_default_ticket_source_id") or 0) or None
+            except (ValueError, TypeError):
+                pass
+
+        if "autotask_default_ticket_status" in request.form:
+            try:
+                settings.autotask_default_ticket_status = int(request.form.get("autotask_default_ticket_status") or 0) or None
+            except (ValueError, TypeError):
+                pass
+
+        if "autotask_priority_warning" in request.form:
+            try:
+                settings.autotask_priority_warning = int(request.form.get("autotask_priority_warning") or 0) or None
+            except (ValueError, TypeError):
+                pass
+
+        if "autotask_priority_error" in request.form:
+            try:
+                settings.autotask_priority_error = int(request.form.get("autotask_priority_error") or 0) or None
+            except (ValueError, TypeError):
+                pass
+
         # Daily Jobs
         if "daily_jobs_start_date" in request.form:
             daily_jobs_start_date_str = (request.form.get("daily_jobs_start_date") or "").strip()
@@ -537,6 +594,7 @@ def settings():
         free_disk_warning = free_disk_bytes < two_gb
 
     has_client_secret = bool(settings.graph_client_secret)
+    has_autotask_password = bool(getattr(settings, "autotask_api_password", None))
 
     # Common UI timezones (IANA names)
     tz_options = [
@@ -595,6 +653,37 @@ def settings():
     except Exception:
         admin_users_count = 0
 
+    # Autotask cached reference data for dropdowns
+    autotask_queues = []
+    autotask_ticket_sources = []
+    autotask_priorities = []
+    autotask_ticket_statuses = []
+    autotask_last_sync_at = getattr(settings, "autotask_reference_last_sync_at", None)
+
+    try:
+        if getattr(settings, "autotask_cached_queues_json", None):
+            autotask_queues = json.loads(settings.autotask_cached_queues_json) or []
+    except Exception:
+        autotask_queues = []
+
+    try:
+        if getattr(settings, "autotask_cached_ticket_sources_json", None):
+            autotask_ticket_sources = json.loads(settings.autotask_cached_ticket_sources_json) or []
+    except Exception:
+        autotask_ticket_sources = []
+
+    try:
+        if getattr(settings, "autotask_cached_priorities_json", None):
+            autotask_priorities = json.loads(settings.autotask_cached_priorities_json) or []
+    except Exception:
+        autotask_priorities = []
+
+    try:
+        if getattr(settings, "autotask_cached_ticket_statuses_json", None):
+            autotask_ticket_statuses = json.loads(settings.autotask_cached_ticket_statuses_json) or []
+    except Exception:
+        autotask_ticket_statuses = []
+
     return render_template(
         "main/settings.html",
         settings=settings,
@@ -602,10 +691,16 @@ def settings():
         free_disk_human=free_disk_human,
         free_disk_warning=free_disk_warning,
         has_client_secret=has_client_secret,
+        has_autotask_password=has_autotask_password,
         tz_options=tz_options,
         users=users,
         admin_users_count=admin_users_count,
         section=section,
+        autotask_queues=autotask_queues,
+        autotask_ticket_sources=autotask_ticket_sources,
+        autotask_priorities=autotask_priorities,
+        autotask_ticket_statuses=autotask_ticket_statuses,
+        autotask_last_sync_at=autotask_last_sync_at,
         news_admin_items=news_admin_items,
         news_admin_stats=news_admin_stats,
     )
@@ -1172,3 +1267,140 @@ def settings_folders():
         except Exception:
             pass
         return jsonify({"status": "error", "message": str(exc) or "Failed to load folders."}), 500
+
+
+@main_bp.route("/settings/autotask/test-connection", methods=["POST"])
+@login_required
+@roles_required("admin")
+def settings_autotask_test_connection():
+    settings = _get_or_create_settings()
+
+    if not settings.autotask_api_username or not settings.autotask_api_password or not settings.autotask_tracking_identifier:
+        flash("Autotask settings incomplete. Provide username, password and tracking identifier first.", "warning")
+        return redirect(url_for("main.settings", section="integrations"))
+
+    try:
+        from ..integrations.autotask.client import AutotaskClient
+        client = AutotaskClient(
+            username=settings.autotask_api_username,
+            password=settings.autotask_api_password,
+            api_integration_code=settings.autotask_tracking_identifier,
+            environment=(settings.autotask_environment or "production"),
+        )
+        zone = client.get_zone_info()
+        # Lightweight authenticated calls to validate credentials and basic API access
+        _ = client.get_queues()
+        _ = client.get_ticket_sources()
+        flash(f"Autotask connection OK. Zone: {zone.zone_name or 'unknown'}.", "success")
+        _log_admin_event(
+            "autotask_test_connection",
+            "Autotask test connection succeeded.",
+            details=json.dumps({"zone": zone.zone_name, "api_url": zone.api_url}),
+        )
+    except Exception as exc:
+        flash(f"Autotask connection failed: {exc}", "danger")
+        _log_admin_event(
+            "autotask_test_connection_failed",
+            "Autotask test connection failed.",
+            details=json.dumps({"error": str(exc)}),
+        )
+
+    return redirect(url_for("main.settings", section="integrations"))
+
+
+@main_bp.route("/settings/autotask/refresh-reference-data", methods=["POST"])
+@login_required
+@roles_required("admin")
+def settings_autotask_refresh_reference_data():
+    settings = _get_or_create_settings()
+
+    if not settings.autotask_api_username or not settings.autotask_api_password or not settings.autotask_tracking_identifier:
+        flash("Autotask settings incomplete. Provide username, password and tracking identifier first.", "warning")
+        return redirect(url_for("main.settings", section="integrations"))
+
+    try:
+        from ..integrations.autotask.client import AutotaskClient
+        client = AutotaskClient(
+            username=settings.autotask_api_username,
+            password=settings.autotask_api_password,
+            api_integration_code=settings.autotask_tracking_identifier,
+            environment=(settings.autotask_environment or "production"),
+        )
+
+        queues = client.get_queues()
+        sources = client.get_ticket_sources()
+        priorities = client.get_ticket_priorities()
+        statuses = client.get_ticket_statuses()
+
+        # Store a minimal subset for dropdowns (id + name/label)
+        # Note: Some "reference" values are exposed as picklists (value/label)
+        # instead of entity collections (id/name). We normalize both shapes.
+        def _norm(items):
+            out = []
+            for it in items or []:
+                if not isinstance(it, dict):
+                    continue
+                _id = it.get("id")
+                if _id is None:
+                    _id = it.get("value")
+
+                name = (
+                    it.get("name")
+                    or it.get("label")
+                    or it.get("queueName")
+                    or it.get("sourceName")
+                    or it.get("description")
+                    or ""
+                )
+                try:
+                    _id_int = int(_id)
+                except Exception:
+                    continue
+                out.append({"id": _id_int, "name": str(name)})
+            # Sort by name for stable dropdowns
+            out.sort(key=lambda x: (x.get("name") or "").lower())
+            return out
+
+        settings.autotask_cached_queues_json = json.dumps(_norm(queues))
+        settings.autotask_cached_ticket_sources_json = json.dumps(_norm(sources))
+        settings.autotask_cached_ticket_statuses_json = json.dumps(_norm(statuses))
+
+        # Priorities are returned as picklist values (value/label)
+        pr_out = []
+        for it in priorities or []:
+            if not isinstance(it, dict):
+                continue
+            if it.get("isActive") is False:
+                continue
+            val = it.get("value")
+            label = it.get("label") or it.get("name") or ""
+            try:
+                val_int = int(val)
+            except Exception:
+                continue
+            pr_out.append({"id": val_int, "name": str(label)})
+        pr_out.sort(key=lambda x: (x.get("name") or "").lower())
+
+        settings.autotask_cached_priorities_json = json.dumps(pr_out)
+        settings.autotask_reference_last_sync_at = datetime.utcnow()
+
+        db.session.commit()
+
+        flash(
+            f"Autotask reference data refreshed. Queues: {len(queues)}. Ticket Sources: {len(sources)}. Ticket Statuses: {len(statuses)}. Priorities: {len(pr_out)}.",
+            "success",
+        )
+        _log_admin_event(
+            "autotask_refresh_reference_data",
+            "Autotask reference data refreshed.",
+            details=json.dumps({"queues": len(queues or []), "ticket_sources": len(sources or []), "ticket_statuses": len(statuses or []), "priorities": len(pr_out)}),
+        )
+    except Exception as exc:
+        flash(f"Failed to refresh Autotask reference data: {exc}", "danger")
+        _log_admin_event(
+            "autotask_refresh_reference_data_failed",
+            "Autotask reference data refresh failed.",
+            details=json.dumps({"error": str(exc)}),
+        )
+
+    return redirect(url_for("main.settings", section="integrations"))

containers/backupchecks/src/backend/app/migrations.py

@@ -22,6 +22,27 @@ def _is_column_nullable(table_name: str, column_name: str) -> bool:
     return False
 
 
+def _column_exists_on_conn(conn, table_name: str, column_name: str) -> bool:
+    """Return True if the given column exists using the provided connection.
+
+    This helper is useful inside engine.begin() blocks so we can check
+    column existence without creating a new inspector/connection.
+    """
+    result = conn.execute(
+        text(
+            """
+            SELECT 1
+            FROM information_schema.columns
+            WHERE table_name = :table
+              AND column_name = :column
+            LIMIT 1
+            """
+        ),
+        {"table": table_name, "column": column_name},
+    )
+    return result.first() is not None
+
+
 def migrate_add_username_to_users() -> None:
     """Ensure users.username column exists and is NOT NULL and UNIQUE.
 
@@ -127,6 +148,84 @@ def migrate_system_settings_ui_timezone() -> None:
     except Exception as exc:
         print(f"[migrations] Failed to migrate system_settings.ui_timezone: {exc}")
 
+def migrate_system_settings_autotask_integration() -> None:
+    """Add Autotask integration columns to system_settings if missing."""
+
+    table = "system_settings"
+
+    columns = [
+        ("autotask_enabled", "BOOLEAN NOT NULL DEFAULT FALSE"),
+        ("autotask_environment", "VARCHAR(32) NULL"),
+        ("autotask_api_username", "VARCHAR(255) NULL"),
+        ("autotask_api_password", "VARCHAR(255) NULL"),
+        ("autotask_tracking_identifier", "VARCHAR(255) NULL"),
+        ("autotask_base_url", "VARCHAR(512) NULL"),
+        ("autotask_default_queue_id", "INTEGER NULL"),
+        ("autotask_default_ticket_source_id", "INTEGER NULL"),
+        ("autotask_default_ticket_status", "INTEGER NULL"),
+        ("autotask_priority_warning", "INTEGER NULL"),
+        ("autotask_priority_error", "INTEGER NULL"),
+        ("autotask_cached_queues_json", "TEXT NULL"),
+        ("autotask_cached_ticket_sources_json", "TEXT NULL"),
+        ("autotask_cached_priorities_json", "TEXT NULL"),
+        ("autotask_cached_ticket_statuses_json", "TEXT NULL"),
+        ("autotask_reference_last_sync_at", "TIMESTAMP NULL"),
+    ]
+
+    try:
+        engine = db.get_engine()
+    except Exception as exc:
+        print(f"[migrations] Could not get engine for system_settings autotask migration: {exc}")
+        return
+
+    try:
+        with engine.begin() as conn:
+            for column, ddl in columns:
+                if _column_exists_on_conn(conn, table, column):
+                    continue
+                conn.execute(text(f'ALTER TABLE "{table}" ADD COLUMN {column} {ddl}'))
+        print("[migrations] migrate_system_settings_autotask_integration completed.")
+    except Exception as exc:
+        print(f"[migrations] Failed to migrate system_settings autotask integration columns: {exc}")
+
+
+def migrate_customers_autotask_company_mapping() -> None:
+    """Add Autotask company mapping columns to customers if missing.
+
+    Columns:
+    - autotask_company_id (INTEGER NULL)
+    - autotask_company_name (VARCHAR(255) NULL)
+    - autotask_mapping_status (VARCHAR(20) NULL)
+    - autotask_last_sync_at (TIMESTAMP NULL)
+    """
+
+    table = "customers"
+    columns = [
+        ("autotask_company_id", "INTEGER NULL"),
+        ("autotask_company_name", "VARCHAR(255) NULL"),
+        ("autotask_mapping_status", "VARCHAR(20) NULL"),
+        ("autotask_last_sync_at", "TIMESTAMP NULL"),
+    ]
+
+    try:
+        engine = db.get_engine()
+    except Exception as exc:
+        print(f"[migrations] Could not get engine for customers autotask mapping migration: {exc}")
+        return
+
+    try:
+        with engine.begin() as conn:
+            for column, ddl in columns:
+                if _column_exists_on_conn(conn, table, column):
+                    continue
+                conn.execute(text(f'ALTER TABLE "{table}" ADD COLUMN {column} {ddl}'))
+        print("[migrations] migrate_customers_autotask_company_mapping completed.")
+    except Exception as exc:
+        print(f"[migrations] Failed to migrate customers autotask company mapping columns: {exc}")
+
+
+
+
 
 
 def migrate_mail_messages_columns() -> None:
@@ -779,6 +878,8 @@ def run_migrations() -> None:
     migrate_system_settings_auto_import_cutoff_date()
     migrate_system_settings_daily_jobs_start_date()
     migrate_system_settings_ui_timezone()
+    migrate_system_settings_autotask_integration()
+    migrate_customers_autotask_company_mapping()
     migrate_mail_messages_columns()
     migrate_mail_messages_parse_columns()
     migrate_mail_messages_approval_columns()
@@ -797,6 +898,7 @@ def run_migrations() -> None:
     migrate_overrides_match_columns()
     migrate_job_runs_review_tracking()
     migrate_job_runs_override_metadata()
+    migrate_job_runs_autotask_ticket_fields()
     migrate_jobs_archiving()
     migrate_news_tables()
     migrate_reporting_tables()
@@ -804,6 +906,67 @@ def run_migrations() -> None:
     print("[migrations] All migrations completed.")
 
 
+def migrate_job_runs_autotask_ticket_fields() -> None:
+    """Add Autotask ticket linkage fields to job_runs if missing.
+
+    Columns:
+    - job_runs.autotask_ticket_id (INTEGER NULL)
+    - job_runs.autotask_ticket_number (VARCHAR(64) NULL)
+    - job_runs.autotask_ticket_created_at (TIMESTAMP NULL)
+    - job_runs.autotask_ticket_created_by_user_id (INTEGER NULL, FK users.id)
+    """
+
+    table = "job_runs"
+    try:
+        engine = db.get_engine()
+    except Exception as exc:
+        print(f"[migrations] Could not get engine for job_runs Autotask ticket migration: {exc}")
+        return
+
+    try:
+        with engine.connect() as conn:
+            cols = _get_table_columns(conn, table)
+            if not cols:
+                return
+
+            if "autotask_ticket_id" not in cols:
+                print("[migrations] Adding job_runs.autotask_ticket_id column...")
+                conn.execute(text('ALTER TABLE "job_runs" ADD COLUMN autotask_ticket_id INTEGER'))
+
+            if "autotask_ticket_number" not in cols:
+                print("[migrations] Adding job_runs.autotask_ticket_number column...")
+                conn.execute(text('ALTER TABLE "job_runs" ADD COLUMN autotask_ticket_number VARCHAR(64)'))
+
+            if "autotask_ticket_created_at" not in cols:
+                print("[migrations] Adding job_runs.autotask_ticket_created_at column...")
+                conn.execute(text('ALTER TABLE "job_runs" ADD COLUMN autotask_ticket_created_at TIMESTAMP'))
+
+            if "autotask_ticket_created_by_user_id" not in cols:
+                print("[migrations] Adding job_runs.autotask_ticket_created_by_user_id column...")
+                conn.execute(text('ALTER TABLE "job_runs" ADD COLUMN autotask_ticket_created_by_user_id INTEGER'))
+
+                try:
+                    conn.execute(
+                        text(
+                            'ALTER TABLE "job_runs" '
+                            'ADD CONSTRAINT job_runs_autotask_ticket_created_by_user_id_fkey '
+                            'FOREIGN KEY (autotask_ticket_created_by_user_id) REFERENCES users(id) '
+                            'ON DELETE SET NULL'
+                        )
+                    )
+                except Exception as exc:
+                    print(
+                        f"[migrations] Could not add FK job_runs.autotask_ticket_created_by_user_id -> users.id (continuing): {exc}"
+                    )
+
+            conn.execute(text('CREATE INDEX IF NOT EXISTS idx_job_runs_autotask_ticket_id ON "job_runs" (autotask_ticket_id)'))
+    except Exception as exc:
+        print(f"[migrations] job_runs table not found; skipping migrate_job_runs_autotask_ticket_fields: {exc}")
+        return
+
+    print("[migrations] migrate_job_runs_autotask_ticket_fields completed.")
+
+
 def migrate_jobs_archiving() -> None:
     """Add archiving columns to jobs if missing.
 

containers/backupchecks/src/backend/app/models.py

@@ -107,6 +107,28 @@ class SystemSettings(db.Model):
     # UI display timezone (IANA name). Used for rendering times in the web interface.
     ui_timezone = db.Column(db.String(64), nullable=False, default="Europe/Amsterdam")
 
+
+    # Autotask integration settings
+    autotask_enabled = db.Column(db.Boolean, nullable=False, default=False)
+    autotask_environment = db.Column(db.String(32), nullable=True)  # sandbox | production
+    autotask_api_username = db.Column(db.String(255), nullable=True)
+    autotask_api_password = db.Column(db.String(255), nullable=True)
+    autotask_tracking_identifier = db.Column(db.String(255), nullable=True)
+    autotask_base_url = db.Column(db.String(512), nullable=True)  # Backupchecks base URL for deep links
+
+    # Autotask defaults (IDs are leading)
+    autotask_default_queue_id = db.Column(db.Integer, nullable=True)
+    autotask_default_ticket_source_id = db.Column(db.Integer, nullable=True)
+    autotask_default_ticket_status = db.Column(db.Integer, nullable=True)
+    autotask_priority_warning = db.Column(db.Integer, nullable=True)
+    autotask_priority_error = db.Column(db.Integer, nullable=True)
+
+    # Cached reference data (for dropdowns)
+    autotask_cached_queues_json = db.Column(db.Text, nullable=True)
+    autotask_cached_ticket_sources_json = db.Column(db.Text, nullable=True)
+    autotask_cached_priorities_json = db.Column(db.Text, nullable=True)
+    autotask_cached_ticket_statuses_json = db.Column(db.Text, nullable=True)
+    autotask_reference_last_sync_at = db.Column(db.DateTime, nullable=True)
     created_at = db.Column(db.DateTime, default=datetime.utcnow, nullable=False)
     updated_at = db.Column(
         db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow, nullable=False
@@ -132,6 +154,14 @@ class Customer(db.Model):
     name = db.Column(db.String(255), unique=True, nullable=False)
     active = db.Column(db.Boolean, nullable=False, default=True)
 
+    # Autotask company mapping (Phase 3)
+    # Company ID is leading; name is cached for UI display.
+    autotask_company_id = db.Column(db.Integer, nullable=True)
+    autotask_company_name = db.Column(db.String(255), nullable=True)
+    # Mapping status: ok | renamed | missing | invalid
+    autotask_mapping_status = db.Column(db.String(20), nullable=True)
+    autotask_last_sync_at = db.Column(db.DateTime, nullable=True)
+
     created_at = db.Column(db.DateTime, default=datetime.utcnow, nullable=False)
     updated_at = db.Column(
         db.DateTime, default=datetime.utcnow, onupdate=datetime.utcnow, nullable=False
@@ -246,6 +276,12 @@ class JobRun(db.Model):
     reviewed_at = db.Column(db.DateTime, nullable=True)
     reviewed_by_user_id = db.Column(db.Integer, db.ForeignKey("users.id"), nullable=True)
 
+    # Autotask integration (Phase 4: ticket creation from Run Checks)
+    autotask_ticket_id = db.Column(db.Integer, nullable=True)
+    autotask_ticket_number = db.Column(db.String(64), nullable=True)
+    autotask_ticket_created_at = db.Column(db.DateTime, nullable=True)
+    autotask_ticket_created_by_user_id = db.Column(db.Integer, db.ForeignKey("users.id"), nullable=True)
+
 
     created_at = db.Column(db.DateTime, default=datetime.utcnow, nullable=False)
     updated_at = db.Column(
@@ -259,6 +295,8 @@ class JobRun(db.Model):
 
     reviewed_by = db.relationship("User", foreign_keys=[reviewed_by_user_id])
 
+    autotask_ticket_created_by = db.relationship("User", foreign_keys=[autotask_ticket_created_by_user_id])
+
 
 class JobRunReviewEvent(db.Model):
     __tablename__ = "job_run_review_events"

containers/backupchecks/src/backend/app/ticketing_utils.py

@@ -0,0 +1,235 @@
+from __future__ import annotations
+
+from datetime import datetime, date, timezone
+from typing import Iterable, Optional
+
+from zoneinfo import ZoneInfo
+
+from flask import current_app
+
+from sqlalchemy import text
+
+from .database import db
+from .models import Job, JobRun, SystemSettings, Ticket, TicketJobRun, TicketScope
+
+
+def _get_ui_timezone_name() -> str:
+    """Return the configured UI timezone name (IANA), with a safe fallback.
+
+    NOTE: This must not import from any routes_* modules to avoid circular imports.
+    """
+
+    try:
+        settings = SystemSettings.query.first()
+        name = (getattr(settings, "ui_timezone", None) or "").strip()
+        if name:
+            return name
+    except Exception:
+        pass
+
+    try:
+        return (current_app.config.get("TIMEZONE") or "Europe/Amsterdam").strip()
+    except Exception:
+        return "Europe/Amsterdam"
+
+
+def _to_ui_date(dt_utc_naive: datetime | None) -> date | None:
+    """Convert a naive UTC datetime to a UI-local date."""
+    if not dt_utc_naive:
+        return None
+
+    try:
+        tz = ZoneInfo(_get_ui_timezone_name())
+    except Exception:
+        tz = None
+
+    if not tz:
+        return dt_utc_naive.date()
+
+    try:
+        if dt_utc_naive.tzinfo is None:
+            dt_utc = dt_utc_naive.replace(tzinfo=timezone.utc)
+        else:
+            dt_utc = dt_utc_naive.astimezone(timezone.utc)
+        return dt_utc.astimezone(tz).date()
+    except Exception:
+        return dt_utc_naive.date()
+
+
+def ensure_internal_ticket_for_job(
+    *,
+    ticket_code: str,
+    title: Optional[str],
+    description: str,
+    job: Job,
+    active_from_dt: Optional[datetime],
+    start_dt: Optional[datetime] = None,
+) -> Ticket:
+    """Create/reuse an internal Ticket and ensure a job scope exists.
+
+    This mirrors the legacy manual ticket workflow but allows arbitrary ticket codes
+    (e.g. Autotask ticket numbers).
+    """
+
+    now = datetime.utcnow()
+    start_dt = start_dt or now
+
+    code = (ticket_code or "").strip().upper()
+    if not code:
+        raise ValueError("ticket_code is required")
+
+    ticket = Ticket.query.filter_by(ticket_code=code).first()
+    if not ticket:
+        ticket = Ticket(
+            ticket_code=code,
+            title=title,
+            description=description,
+            active_from_date=_to_ui_date(active_from_dt) or _to_ui_date(start_dt) or start_dt.date(),
+            start_date=start_dt,
+            resolved_at=None,
+        )
+        db.session.add(ticket)
+        db.session.flush()
+
+    # Ensure an open job scope exists
+    scope = TicketScope.query.filter_by(ticket_id=ticket.id, scope_type="job", job_id=job.id).first()
+    if not scope:
+        scope = TicketScope(
+            ticket_id=ticket.id,
+            scope_type="job",
+            customer_id=job.customer_id,
+            backup_software=job.backup_software,
+            backup_type=job.backup_type,
+            job_id=job.id,
+            job_name_match=job.job_name,
+            job_name_match_mode="exact",
+            resolved_at=None,
+        )
+        db.session.add(scope)
+    else:
+        # Re-open and refresh scope metadata (legacy behavior)
+        scope.resolved_at = None
+        scope.customer_id = job.customer_id
+        scope.backup_software = job.backup_software
+        scope.backup_type = job.backup_type
+        scope.job_name_match = job.job_name
+        scope.job_name_match_mode = "exact"
+
+    return ticket
+
+
+def ensure_ticket_jobrun_links(
+    *,
+    ticket_id: int,
+    run_ids: Iterable[int],
+    link_source: str,
+) -> None:
+    """Idempotently ensure TicketJobRun links exist for all provided run IDs."""
+
+    run_ids_list = [int(x) for x in (run_ids or []) if x is not None]
+    if not run_ids_list:
+        return
+
+    existing = set()
+    try:
+        rows = (
+            db.session.execute(
+                text(
+                    """
+                    SELECT job_run_id
+                    FROM ticket_job_runs
+                    WHERE ticket_id = :ticket_id
+                      AND job_run_id = ANY(:run_ids)
+                    """
+                ),
+                {"ticket_id": int(ticket_id), "run_ids": run_ids_list},
+            )
+            .fetchall()
+        )
+        existing = {int(rid) for (rid,) in rows if rid is not None}
+    except Exception:
+        existing = set()
+
+    for rid in run_ids_list:
+        if rid in existing:
+            continue
+        db.session.add(TicketJobRun(ticket_id=int(ticket_id), job_run_id=int(rid), link_source=link_source))
+
+
+def link_open_internal_tickets_to_run(*, run: JobRun, job: Job) -> None:
+    """When a new run is created, link any currently open internal tickets for the job.
+
+    This restores legacy behavior where a ticket stays visible for new runs until resolved.
+    Additionally (best-effort), if the job already has Autotask linkage on previous runs,
+    propagate that to the new run so PSA polling remains consistent.
+    """
+
+    if not run or not getattr(run, "id", None) or not job or not getattr(job, "id", None):
+        return
+
+    ui_tz = _get_ui_timezone_name()
+    run_date = _to_ui_date(getattr(run, "run_at", None)) or _to_ui_date(datetime.utcnow())
+
+    # Find open tickets scoped to this job for the run date window.
+    # This matches the logic used by Job Details and Run Checks indicators.
+    rows = []
+    try:
+        rows = (
+            db.session.execute(
+                text(
+                    """
+                    SELECT t.id, t.ticket_code
+                    FROM tickets t
+                    JOIN ticket_scopes ts ON ts.ticket_id = t.id
+                    WHERE ts.job_id = :job_id
+                      AND t.active_from_date <= :run_date
+                      AND (
+                        COALESCE(ts.resolved_at, t.resolved_at) IS NULL
+                        OR ((COALESCE(ts.resolved_at, t.resolved_at) AT TIME ZONE 'UTC' AT TIME ZONE :ui_tz)::date) >= :run_date
+                      )
+                    ORDER BY t.start_date DESC, t.id DESC
+                    """
+                ),
+                {"job_id": int(job.id), "run_date": run_date, "ui_tz": ui_tz},
+            )
+            .fetchall()
+        )
+    except Exception:
+        rows = []
+
+    if not rows:
+        return
+
+    # Link all open tickets to this run (idempotent)
+    for tid, _code in rows:
+        if not TicketJobRun.query.filter_by(ticket_id=int(tid), job_run_id=int(run.id)).first():
+            db.session.add(TicketJobRun(ticket_id=int(tid), job_run_id=int(run.id), link_source="inherit"))
+
+    # Best-effort: propagate Autotask linkage if present on prior runs for the same ticket code.
+    # This allows new runs to keep the PSA ticket reference without requiring UI changes.
+    try:
+        if getattr(run, "autotask_ticket_id", None):
+            return
+    except Exception:
+        pass
+
+    try:
+        # Use the newest ticket code to find a matching prior Autotask-linked run.
+        newest_code = (rows[0][1] or "").strip()
+        if not newest_code:
+            return
+
+        prior = (
+            JobRun.query.filter(JobRun.job_id == job.id)
+            .filter(JobRun.autotask_ticket_id.isnot(None))
+            .filter(JobRun.autotask_ticket_number == newest_code)
+            .order_by(JobRun.id.desc())
+            .first()
+        )
+        if prior and getattr(prior, "autotask_ticket_id", None):
+            run.autotask_ticket_id = prior.autotask_ticket_id
+            run.autotask_ticket_number = prior.autotask_ticket_number
+            run.autotask_ticket_created_at = getattr(prior, "autotask_ticket_created_at", None)
+            run.autotask_ticket_created_by_user_id = getattr(prior, "autotask_ticket_created_by_user_id", None)
+    except Exception:
+        return

containers/backupchecks/src/templates/main/customers.html

@@ -19,6 +19,11 @@
   </form>
 
   <a class="btn btn-outline-secondary btn-sm" href="{{ url_for('main.customers_export') }}">Export CSV</a>
+
+  {% if autotask_enabled and autotask_configured %}
+    <button type="button" class="btn btn-outline-secondary btn-sm" id="autotaskRefreshAllMappingsBtn" style="white-space: nowrap;">Refresh all Autotask mappings</button>
+    <span class="small text-muted" id="autotaskRefreshAllMappingsMsg"></span>
+  {% endif %}
 </div>
 {% endif %}
 
@@ -29,6 +34,8 @@
         <th scope="col">Customer</th>
         <th scope="col">Active</th>
         <th scope="col">Number of jobs</th>
+        <th scope="col">Autotask company</th>
+        <th scope="col">Autotask mapping</th>
         {% if can_manage %}
           <th scope="col">Actions</th>
         {% endif %}
@@ -46,6 +53,7 @@
                 <span class="badge bg-secondary">Inactive</span>
               {% endif %}
             </td>
+
             <td>
               {% if c.job_count > 0 %}
                 {{ c.job_count }}
@@ -53,6 +61,36 @@
                 <span class="text-danger fw-bold">0</span>
               {% endif %}
             </td>
+
+            <td>
+              {% if c.autotask_company_id %}
+                <span class="fw-semibold">{{ c.autotask_company_name or 'Unknown' }}</span>
+                <div class="text-muted small">ID: {{ c.autotask_company_id }}</div>
+              {% else %}
+                <span class="text-muted">Not mapped</span>
+              {% endif %}
+            </td>
+
+            <td>
+              {% set st = (c.autotask_mapping_status or '').lower() %}
+              {% if not c.autotask_company_id %}
+                <span class="badge bg-secondary">Not mapped</span>
+              {% elif st == 'ok' %}
+                <span class="badge bg-success">OK</span>
+              {% elif st == 'renamed' %}
+                <span class="badge bg-warning text-dark">Renamed</span>
+              {% elif st == 'missing' %}
+                <span class="badge bg-warning text-dark">Missing</span>
+              {% elif st == 'invalid' %}
+                <span class="badge bg-danger">Invalid</span>
+              {% else %}
+                <span class="badge bg-secondary">Unknown</span>
+              {% endif %}
+
+              {% if c.autotask_last_sync_at %}
+                <div class="text-muted small">Checked: {{ c.autotask_last_sync_at }}</div>
+              {% endif %}
+            </td>
             {% if can_manage %}
               <td>
                 <button
@@ -63,6 +101,10 @@
                   data-id="{{ c.id }}"
                   data-name="{{ c.name }}"
                   data-active="{{ '1' if c.active else '0' }}"
+                  data-autotask-company-id="{{ c.autotask_company_id or '' }}"
+                  data-autotask-company-name="{{ c.autotask_company_name or '' }}"
+                  data-autotask-mapping-status="{{ c.autotask_mapping_status or '' }}"
+                  data-autotask-last-sync-at="{{ c.autotask_last_sync_at or '' }}"
                 >
                   Edit
                 </button>
@@ -82,7 +124,7 @@
         {% endfor %}
       {% else %}
         <tr>
-          <td colspan="{% if can_manage %}4{% else %}3{% endif %}" class="text-center text-muted py-3">
+          <td colspan="{% if can_manage %}6{% else %}5{% endif %}" class="text-center text-muted py-3">
             No customers found.
           </td>
         </tr>
@@ -130,6 +172,36 @@
               Active
             </label>
           </div>
+
+          <hr class="my-4" />
+
+          <h6 class="mb-2">Autotask mapping</h6>
+          {% if autotask_enabled and autotask_configured %}
+            <div class="mb-2">
+              <div class="small text-muted">Current mapping</div>
+              <div id="autotaskCurrentMapping" class="fw-semibold">Not mapped</div>
+              <div id="autotaskCurrentMappingMeta" class="text-muted small"></div>
+            </div>
+
+            <div class="input-group input-group-sm mb-2">
+              <input type="text" class="form-control" id="autotaskCompanySearch" placeholder="Search Autotask companies" autocomplete="off" />
+              <button class="btn btn-outline-secondary" type="button" id="autotaskCompanySearchBtn">Search</button>
+            </div>
+
+            <div id="autotaskCompanyResults" class="border rounded p-2" style="max-height: 220px; overflow:auto;"></div>
+
+            <div class="d-flex gap-2 mt-2">
+              <button type="button" class="btn btn-sm btn-outline-primary" id="autotaskSetMappingBtn" disabled>Set mapping</button>
+              <button type="button" class="btn btn-sm btn-outline-secondary" id="autotaskRefreshMappingBtn">Refresh status</button>
+              <button type="button" class="btn btn-sm btn-outline-danger" id="autotaskClearMappingBtn">Clear mapping</button>
+            </div>
+
+            <div id="autotaskMappingMsg" class="small text-muted mt-2"></div>
+          {% else %}
+            <div class="text-muted small">
+              Autotask integration is not available. Enable and configure it in Settings → Extensions &amp; Integrations → Autotask.
+            </div>
+          {% endif %}
         </div>
         <div class="modal-footer">
           <button type="button" class="btn btn-secondary" data-bs-dismiss="modal">Cancel</button>
@@ -152,6 +224,133 @@
       var nameInput = document.getElementById("edit_customer_name");
       var activeInput = document.getElementById("edit_customer_active");
 
+      // Top-level refresh-all (only present when integration is enabled/configured)
+      var refreshAllBtn = document.getElementById("autotaskRefreshAllMappingsBtn");
+      var refreshAllMsg = document.getElementById("autotaskRefreshAllMappingsMsg");
+
+      // Autotask mapping UI (only present when integration is enabled/configured)
+      var atCurrent = document.getElementById("autotaskCurrentMapping");
+      var atCurrentMeta = document.getElementById("autotaskCurrentMappingMeta");
+      var atSearchInput = document.getElementById("autotaskCompanySearch");
+      var atSearchBtn = document.getElementById("autotaskCompanySearchBtn");
+      var atResults = document.getElementById("autotaskCompanyResults");
+      var atMsg = document.getElementById("autotaskMappingMsg");
+      var atSetBtn = document.getElementById("autotaskSetMappingBtn");
+      var atRefreshBtn = document.getElementById("autotaskRefreshMappingBtn");
+      var atClearBtn = document.getElementById("autotaskClearMappingBtn");
+
+      var currentCustomerId = null;
+      var selectedCompanyId = null;
+
+      function setRefreshAllMsg(text, isError) {
+        if (!refreshAllMsg) {
+          return;
+        }
+        refreshAllMsg.textContent = text || "";
+        if (isError) {
+          refreshAllMsg.classList.remove("text-muted");
+          refreshAllMsg.classList.add("text-danger");
+        } else {
+          refreshAllMsg.classList.remove("text-danger");
+          refreshAllMsg.classList.add("text-muted");
+        }
+      }
+
+      function setMsg(text, isError) {
+        if (!atMsg) {
+          return;
+        }
+        atMsg.textContent = text || "";
+        if (isError) {
+          atMsg.classList.remove("text-muted");
+          atMsg.classList.add("text-danger");
+        } else {
+          atMsg.classList.remove("text-danger");
+          atMsg.classList.add("text-muted");
+        }
+      }
+
+      function renderCurrentMapping(companyId, companyName, mappingStatus, lastSyncAt) {
+        if (!atCurrent || !atCurrentMeta) {
+          return;
+        }
+        if (!companyId) {
+          atCurrent.textContent = "Not mapped";
+          atCurrentMeta.textContent = "";
+          return;
+        }
+        atCurrent.textContent = (companyName || "Unknown") + " (ID: " + companyId + ")";
+
+        var parts = [];
+        if (mappingStatus) {
+          parts.push("Status: " + mappingStatus);
+        }
+        if (lastSyncAt) {
+          parts.push("Checked: " + lastSyncAt);
+        }
+        atCurrentMeta.textContent = parts.join(" • ");
+      }
+
+      function clearResults() {
+        if (!atResults) {
+          return;
+        }
+        atResults.innerHTML = "<div class=\"text-muted small\">No results.</div>";
+      }
+
+      function setSelectedCompanyId(cid) {
+        selectedCompanyId = cid;
+        if (atSetBtn) {
+          atSetBtn.disabled = !selectedCompanyId;
+        }
+      }
+
+      async function postJson(url, body) {
+        var resp = await fetch(url, {
+          method: "POST",
+          headers: { "Content-Type": "application/json" },
+          credentials: "same-origin",
+          body: JSON.stringify(body || {}),
+        });
+        var data = null;
+        try {
+          data = await resp.json();
+        } catch (e) {
+          data = null;
+        }
+        if (!resp.ok) {
+          var msg = (data && data.message) ? data.message : ("Request failed (" + resp.status + ").");
+          throw new Error(msg);
+        }
+        return data;
+      }
+
+      if (refreshAllBtn) {
+        refreshAllBtn.addEventListener("click", async function () {
+          if (!confirm("Refresh mapping status for all mapped customers?")) {
+            return;
+          }
+          refreshAllBtn.disabled = true;
+          setRefreshAllMsg("Refreshing...", false);
+          try {
+            var data = await postJson("/api/customers/autotask-mapping/refresh-all", {});
+            var counts = (data && data.counts) ? data.counts : null;
+            if (counts) {
+              setRefreshAllMsg(
+                "Done. OK: " + (counts.ok || 0) + ", Renamed: " + (counts.renamed || 0) + ", Missing: " + (counts.missing || 0) + ", Invalid: " + (counts.invalid || 0) + ".",
+                false
+              );
+            } else {
+              setRefreshAllMsg("Done.", false);
+            }
+            window.location.reload();
+          } catch (e) {
+            setRefreshAllMsg(e && e.message ? e.message : "Refresh failed.", true);
+            refreshAllBtn.disabled = false;
+          }
+        });
+      }
+
       var editButtons = document.querySelectorAll(".customer-edit-btn");
       editButtons.forEach(function (btn) {
         btn.addEventListener("click", function () {
@@ -165,8 +364,140 @@
           if (id) {
             editForm.action = "{{ url_for('main.customers_edit', customer_id=0) }}".replace("0", id);
           }
+
+          // Autotask: seed current mapping from row data attributes
+          currentCustomerId = id || null;
+          if (atResults) {
+            clearResults();
+          }
+          setSelectedCompanyId(null);
+          setMsg("", false);
+
+          if (atCurrent) {
+            var atCompanyId = btn.getAttribute("data-autotask-company-id") || "";
+            var atCompanyName = btn.getAttribute("data-autotask-company-name") || "";
+            var atStatus = btn.getAttribute("data-autotask-mapping-status") || "";
+            var atLast = btn.getAttribute("data-autotask-last-sync-at") || "";
+            renderCurrentMapping(atCompanyId, atCompanyName, atStatus, atLast);
+          }
         });
       });
+
+      if (atSearchBtn && atSearchInput && atResults) {
+        atSearchBtn.addEventListener("click", async function () {
+          var q = (atSearchInput.value || "").trim();
+          if (!q) {
+            setMsg("Enter a search term.", true);
+            return;
+          }
+          setMsg("Searching...", false);
+          setSelectedCompanyId(null);
+          atResults.innerHTML = "<div class=\"text-muted small\">Searching...</div>";
+
+          try {
+            var resp = await fetch("/api/autotask/companies/search?q=" + encodeURIComponent(q), {
+              method: "GET",
+              credentials: "same-origin",
+            });
+            var data = await resp.json();
+            if (!resp.ok || !data || data.status !== "ok") {
+              throw new Error((data && data.message) ? data.message : "Search failed.");
+            }
+            var items = data.items || [];
+            if (!items.length) {
+              atResults.innerHTML = "<div class=\"text-muted small\">No companies found.</div>";
+              setMsg("No companies found.", false);
+              return;
+            }
+            var html = "";
+            items.forEach(function (it) {
+              var cid = it.id;
+              var name = it.companyName || it.name || ("Company #" + cid);
+              var active = (it.isActive === false) ? " (inactive)" : "";
+              html +=
+                "<div class=\"form-check\">" +
+                "<input class=\"form-check-input\" type=\"radio\" name=\"autotaskCompanyPick\" id=\"at_company_" + cid + "\" value=\"" + cid + "\" />" +
+                "<label class=\"form-check-label\" for=\"at_company_" + cid + "\">" +
+                name.replace(/</g, "&lt;").replace(/>/g, "&gt;") +
+                " <span class=\"text-muted\">(ID: " + cid + ")</span>" +
+                "<span class=\"text-muted\">" + active + "</span>" +
+                "</label>" +
+                "</div>";
+            });
+            atResults.innerHTML = html;
+
+            var radios = atResults.querySelectorAll("input[name='autotaskCompanyPick']");
+            radios.forEach(function (r) {
+              r.addEventListener("change", function () {
+                setSelectedCompanyId(r.value);
+                setMsg("Selected company ID: " + r.value, false);
+              });
+            });
+
+            setMsg("Select a company and click Set mapping.", false);
+          } catch (e) {
+            atResults.innerHTML = "<div class=\"text-muted small\">No results.</div>";
+            setMsg(e && e.message ? e.message : "Search failed.", true);
+          }
+        });
+      }
+
+      if (atSetBtn) {
+        atSetBtn.addEventListener("click", async function () {
+          if (!currentCustomerId) {
+            setMsg("No customer selected.", true);
+            return;
+          }
+          if (!selectedCompanyId) {
+            setMsg("Select a company first.", true);
+            return;
+          }
+          atSetBtn.disabled = true;
+          setMsg("Saving mapping...", false);
+          try {
+            await postJson("/api/customers/" + currentCustomerId + "/autotask-mapping", { company_id: selectedCompanyId });
+            window.location.reload();
+          } catch (e) {
+            setMsg(e && e.message ? e.message : "Failed to set mapping.", true);
+            atSetBtn.disabled = false;
+          }
+        });
+      }
+
+      if (atRefreshBtn) {
+        atRefreshBtn.addEventListener("click", async function () {
+          if (!currentCustomerId) {
+            setMsg("No customer selected.", true);
+            return;
+          }
+          setMsg("Refreshing status...", false);
+          try {
+            await postJson("/api/customers/" + currentCustomerId + "/autotask-mapping/refresh", {});
+            window.location.reload();
+          } catch (e) {
+            setMsg(e && e.message ? e.message : "Refresh failed.", true);
+          }
+        });
+      }
+
+      if (atClearBtn) {
+        atClearBtn.addEventListener("click", async function () {
+          if (!currentCustomerId) {
+            setMsg("No customer selected.", true);
+            return;
+          }
+          if (!confirm("Clear Autotask mapping for this customer?")) {
+            return;
+          }
+          setMsg("Clearing mapping...", false);
+          try {
+            await postJson("/api/customers/" + currentCustomerId + "/autotask-mapping/clear", {});
+            window.location.reload();
+          } catch (e) {
+            setMsg(e && e.message ? e.message : "Clear failed.", true);
+          }
+        });
+      }
     });
   })();
 </script>

containers/backupchecks/src/templates/main/run_checks.html

@@ -214,18 +214,16 @@
                   <div id="rcm_alerts" class="small"></div>
                   <div class="mt-2">
                     <div class="row g-2 align-items-start">
-                      <div class="col-12 col-lg-6">
+	                      <div class="col-12 col-lg-6">
-                        <div class="border rounded p-2">
+	                        <div class="border rounded p-2">
-                          <div class="d-flex align-items-center justify-content-between">
+	                          <div class="d-flex align-items-center justify-content-between">
-                            <div class="fw-semibold">New ticket</div>
+	                            <div class="fw-semibold">Autotask ticket</div>
-                            <button type="button" class="btn btn-sm btn-outline-primary" id="rcm_ticket_save">Add</button>
+	                            <button type="button" class="btn btn-sm btn-outline-primary" id="rcm_autotask_create">Create</button>
-                          </div>
+	                          </div>
-                          <div class="mt-2">
+	                          <div class="mt-2 small" id="rcm_autotask_info"></div>
-                            <input class="form-control form-control-sm" id="rcm_ticket_code" type="text" placeholder="Ticket number (e.g., T20260106.0001)" />
+	                          <div class="mt-2 small text-muted" id="rcm_autotask_status"></div>
-                            </div>
+	                        </div>
-<div class="mt-2 small text-muted" id="rcm_ticket_status"></div>
+	                      </div>
-                        </div>
-                      </div>
                       <div class="col-12 col-lg-6">
                         <div class="border rounded p-2">
                           <div class="d-flex align-items-center justify-content-between">
@@ -299,10 +297,48 @@
     var currentRunId = null;
     var currentPayload = null;
 
+    // Phase 2.1: Read-only Autotask ticket polling (Run Checks page only)
+    // Cache shape: { <ticketId>: {id, ticketNumber, status, statusName, title, lastActivityDate} }
+    var autotaskTicketPollCache = {};
+
+    function pollAutotaskTicketsOnPageOpen() {
+      // Only execute on Run Checks page load.
+      var url = '/api/run-checks/autotask-ticket-poll';
+      var qs = [];
+      // include_reviewed is only meaningful for admins
+      try {
+        var includeReviewed = {{ 'true' if include_reviewed else 'false' }};
+        if (includeReviewed) qs.push('include_reviewed=1');
+      } catch (e) {}
+      if (qs.length) url += '?' + qs.join('&');
+
+      fetch(url)
+        .then(function (r) { return r.json(); })
+        .then(function (j) {
+          if (!j || j.status !== 'ok') return;
+          autotaskTicketPollCache = {};
+          var list = (j.tickets || []);
+          for (var i = 0; i < list.length; i++) {
+            var t = list[i] || {};
+            var id = parseInt(t.id, 10);
+            if (!Number.isFinite(id) || id <= 0) continue;
+            autotaskTicketPollCache[id] = t;
+          }
+          window.__rcAutotaskTicketPollCache = autotaskTicketPollCache;
+        })
+        .catch(function () {
+          autotaskTicketPollCache = {};
+          window.__rcAutotaskTicketPollCache = autotaskTicketPollCache;
+        });
+    }
+
+
     var btnMarkAllReviewed = document.getElementById('rcm_mark_all_reviewed');
     var btnMarkSuccessOverride = document.getElementById('rcm_mark_success_override');
 
-    // Shift-click range selection for checkbox rows
+        pollAutotaskTicketsOnPageOpen();
+
+// Shift-click range selection for checkbox rows
     var lastCheckedCb = null;
 
     
@@ -841,56 +877,99 @@ table.addEventListener('change', function (e) {
     }
 
     function bindInlineCreateForms() {
-      var btnTicket = document.getElementById('rcm_ticket_save');
+      var btnAutotask = document.getElementById('rcm_autotask_create');
+      var atInfo = document.getElementById('rcm_autotask_info');
+      var atStatus = document.getElementById('rcm_autotask_status');
+
       var btnRemark = document.getElementById('rcm_remark_save');
-      var tCode = document.getElementById('rcm_ticket_code');
-var tStatus = document.getElementById('rcm_ticket_status');
       var rBody = document.getElementById('rcm_remark_body');
       var rStatus = document.getElementById('rcm_remark_status');
 
       function clearStatus() {
-        if (tStatus) tStatus.textContent = '';
+        if (atStatus) atStatus.textContent = '';
         if (rStatus) rStatus.textContent = '';
       }
 
       function setDisabled(disabled) {
-        if (btnTicket) btnTicket.disabled = disabled;
+        if (btnAutotask) btnAutotask.disabled = disabled;
         if (btnRemark) btnRemark.disabled = disabled;
-        if (tCode) tCode.disabled = disabled;
+        if (rBody) rBody.disabled = disabled;
-if (rBody) rBody.disabled = disabled;
       }
 
       window.__rcmSetCreateDisabled = setDisabled;
       window.__rcmClearCreateStatus = clearStatus;
 
-      if (btnTicket) {
+      function renderAutotaskInfo(run) {
-        btnTicket.addEventListener('click', function () {
+        if (!atInfo) return;
+        var num = (run && run.autotask_ticket_number) ? String(run.autotask_ticket_number) : '';
+        var tid = (run && run.autotask_ticket_id) ? parseInt(run.autotask_ticket_id, 10) : null;
+        var polled = (tid && autotaskTicketPollCache && autotaskTicketPollCache[tid]) ? autotaskTicketPollCache[tid] : null;
+
+        var lines = [];
+        if (num) {
+          lines.push('<div><strong>Ticket:</strong> ' + escapeHtml(num) + '</div>');
+        } else if (tid) {
+          lines.push('<div><strong>Ticket:</strong> created</div>');
+        } else {
+          lines.push('<div class="text-muted">No Autotask ticket created for this run.</div>');
+        }
+
+        // Phase 2.1 visibility only: show last polled status if available
+        if (tid) {
+          if (polled) {
+            var statusName = (polled.statusName || '').toString().trim();
+            var statusVal = (polled.status !== undefined && polled.status !== null) ? String(polled.status) : '';
+            var label = statusName ? statusName : (statusVal ? ('Status ' + statusVal) : '');
+            if (label) {
+              lines.push('<div class="text-muted">PSA status (polled): ' + escapeHtml(label) + '</div>');
+            }
+          } else {
+            lines.push('<div class="text-muted">PSA status (polled): not available</div>');
+          }
+        }
+
+        atInfo.innerHTML = lines.join('');
+}
+      window.__rcmRenderAutotaskInfo = renderAutotaskInfo;
+
+      if (btnAutotask) {
+        btnAutotask.addEventListener('click', function () {
           if (!currentRunId) { alert('Select a run first.'); return; }
           clearStatus();
-          var ticket_code = tCode ? (tCode.value || '').trim().toUpperCase() : '';
+          if (atStatus) atStatus.textContent = 'Creating ticket...';
-if (!ticket_code) {
+          btnAutotask.disabled = true;
-            if (tStatus) tStatus.textContent = 'Ticket number is required.';
+          apiJson('/api/run-checks/autotask-ticket', {
-            else alert('Ticket number is required.');
-            return;
-          }
-          if (!/^T\d{8}\.\d{4}$/.test(ticket_code)) {
-            if (tStatus) tStatus.textContent = 'Invalid ticket number format. Expected TYYYYMMDD.####.';
-            else alert('Invalid ticket number format. Expected TYYYYMMDD.####.');
-            return;
-          }
-          if (tStatus) tStatus.textContent = 'Saving...';
-          apiJson('/api/tickets', {
             method: 'POST',
-            body: JSON.stringify({job_run_id: currentRunId, ticket_code: ticket_code})
+            body: JSON.stringify({run_id: currentRunId})
           })
-          .then(function () {
+          .then(function (j) {
-            if (tCode) tCode.value = '';
+            if (!j || j.status !== 'ok') throw new Error((j && j.message) || 'Failed.');
-if (tStatus) tStatus.textContent = '';
+            if (atStatus) atStatus.textContent = '';
-            loadAlerts(currentRunId);
+
+            // Refresh modal data so UI reflects stored ticket linkage.
+            var keepRunId = currentRunId;
+            if (currentJobId) {
+              return fetch('/api/run-checks/details?job_id=' + encodeURIComponent(currentJobId))
+                .then(function (r) { return r.json(); })
+                .then(function (payload) {
+                  currentPayload = payload;
+                  // Find the same run index
+                  var idx = 0;
+                  var runs = (payload && payload.runs) || [];
+                  for (var i = 0; i < runs.length; i++) {
+                    if (String(runs[i].id) === String(keepRunId)) { idx = i; break; }
+                  }
+                  // Re-render the currently open Run Checks modal with fresh data.
+                  renderRun(payload, idx);
+                });
+            }
           })
           .catch(function (e) {
-            if (tStatus) tStatus.textContent = e.message || 'Failed.';
+            if (atStatus) atStatus.textContent = e.message || 'Failed.';
             else alert(e.message || 'Failed.');
+          })
+          .finally(function () {
+            // State will be recalculated by renderRun.
           });
         });
       }
@@ -956,7 +1035,8 @@ if (tStatus) tStatus.textContent = '';
 
       currentRunId = run.id || null;
       if (window.__rcmClearCreateStatus) window.__rcmClearCreateStatus();
-      if (window.__rcmSetCreateDisabled) window.__rcmSetCreateDisabled(!currentRunId);
+      if (window.__rcmRenderAutotaskInfo) window.__rcmRenderAutotaskInfo(run);
+      if (window.__rcmSetCreateDisabled) window.__rcmSetCreateDisabled(!currentRunId || !!run.autotask_ticket_id);
       if (btnMarkSuccessOverride) {
         var _rs = (run.status || '').toString().toLowerCase();
         var _canOverride = !!currentRunId && !run.missed && (_rs.indexOf('override') === -1) && (_rs.indexOf('success') === -1);
@@ -1144,9 +1224,10 @@ if (tStatus) tStatus.textContent = '';
             var dot = run.missed ? "dot-missed" : statusDotClass(run.status);
             var dotHtml = dot ? ('<span class="status-dot ' + dot + ' me-2" aria-hidden="true"></span>') : '';
             var reviewedMark = run.is_reviewed ? ' <span class="ms-2" title="Reviewed" aria-label="Reviewed">✔</span>' : '';
+            var ticketMark = run.autotask_ticket_id ? ' <span class="ms-2" title="Autotask ticket created" aria-label="Autotask ticket">🎫</span>' : '';
 
             a.title = run.status || '';
-            a.innerHTML = dotHtml + '<span class="text-nowrap">' + escapeHtml(run.run_at || 'Run') + '</span>' + reviewedMark;
+            a.innerHTML = dotHtml + '<span class="text-nowrap">' + escapeHtml(run.run_at || 'Run') + '</span>' + reviewedMark + ticketMark;
             a.addEventListener('click', function (ev) {
               ev.preventDefault();
               renderRun(data, idx);

containers/backupchecks/src/templates/main/settings.html

@@ -20,6 +20,9 @@
   <li class="nav-item">
     <a class="nav-link {% if section == 'imports' %}active{% endif %}" href="{{ url_for('main.settings', section='imports') }}">Imports</a>
   </li>
+  <li class="nav-item">
+    <a class="nav-link {% if section == 'integrations' %}active{% endif %}" href="{{ url_for('main.settings', section='integrations') }}">Integrations</a>
+  </li>
   <li class="nav-item">
     <a class="nav-link {% if section == 'maintenance' %}active{% endif %}" href="{{ url_for('main.settings', section='maintenance') }}">Maintenance</a>
   </li>
@@ -316,6 +319,163 @@
 {% endif %}
 
 
+{% if section == 'integrations' %}
+<form method="post" class="mb-4">
+  <div class="card mb-3">
+    <div class="card-header">Autotask</div>
+    <div class="card-body">
+      <div class="form-check form-switch mb-3">
+        <input class="form-check-input" type="checkbox" id="autotask_enabled" name="autotask_enabled" {% if settings.autotask_enabled %}checked{% endif %} />
+        <label class="form-check-label" for="autotask_enabled">Enable Autotask integration</label>
+      </div>
+
+      <div class="row g-3">
+        <div class="col-md-4">
+          <label for="autotask_environment" class="form-label">Environment</label>
+          <select class="form-select" id="autotask_environment" name="autotask_environment">
+            <option value="" {% if not settings.autotask_environment %}selected{% endif %}>Select...</option>
+            <option value="sandbox" {% if settings.autotask_environment == 'sandbox' %}selected{% endif %}>Sandbox</option>
+            <option value="production" {% if settings.autotask_environment == 'production' %}selected{% endif %}>Production</option>
+          </select>
+          <div class="form-text">Use Sandbox for testing first.</div>
+        </div>
+
+        <div class="col-md-4">
+          <label for="autotask_api_username" class="form-label">API Username</label>
+          <input type="text" class="form-control" id="autotask_api_username" name="autotask_api_username" value="{{ settings.autotask_api_username or '' }}" />
+        </div>
+
+        <div class="col-md-4">
+          <label for="autotask_api_password" class="form-label">API Password</label>
+          <input
+            type="password"
+            class="form-control"
+            id="autotask_api_password"
+            name="autotask_api_password"
+            placeholder="{% if has_autotask_password %}******** (stored){% else %}enter password{% endif %}"
+          />
+          <div class="form-text">Leave empty to keep the existing password.</div>
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_tracking_identifier" class="form-label">Tracking Identifier (Integration Code)</label>
+          <input type="text" class="form-control" id="autotask_tracking_identifier" name="autotask_tracking_identifier" value="{{ settings.autotask_tracking_identifier or '' }}" />
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_base_url" class="form-label">Backupchecks Base URL</label>
+          <input type="text" class="form-control" id="autotask_base_url" name="autotask_base_url" value="{{ settings.autotask_base_url or '' }}" placeholder="https://backupchecks.example.com" />
+          <div class="form-text">Required later for creating stable links to Job Details pages.</div>
+        </div>
+      </div>
+    </div>
+  </div>
+
+  <div class="card mb-3">
+    <div class="card-header">Ticket defaults</div>
+    <div class="card-body">
+      <div class="row g-3">
+        <div class="col-md-6">
+          <label for="autotask_default_queue_id" class="form-label">Default Queue</label>
+          <select class="form-select" id="autotask_default_queue_id" name="autotask_default_queue_id">
+            <option value="" {% if not settings.autotask_default_queue_id %}selected{% endif %}>Select...</option>
+            {% for q in autotask_queues %}
+              <option value="{{ q.id }}" {% if settings.autotask_default_queue_id == q.id %}selected{% endif %}>{{ q.name }}</option>
+            {% endfor %}
+          </select>
+          <div class="form-text">Requires refreshed reference data.</div>
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_default_ticket_source_id" class="form-label">Ticket Source</label>
+          <select class="form-select" id="autotask_default_ticket_source_id" name="autotask_default_ticket_source_id">
+            <option value="" {% if not settings.autotask_default_ticket_source_id %}selected{% endif %}>Select...</option>
+            {% for s in autotask_ticket_sources %}
+              <option value="{{ s.id }}" {% if settings.autotask_default_ticket_source_id == s.id %}selected{% endif %}>{{ s.name }}</option>
+            {% endfor %}
+          </select>
+          <div class="form-text">Requires refreshed reference data.</div>
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_default_ticket_status" class="form-label">Default Ticket Status</label>
+          <select class="form-select" id="autotask_default_ticket_status" name="autotask_default_ticket_status">
+            <option value="" {% if not settings.autotask_default_ticket_status %}selected{% endif %}>Select...</option>
+            {% for st in autotask_ticket_statuses %}
+              <option value="{{ st.id }}" {% if settings.autotask_default_ticket_status == st.id %}selected{% endif %}>{{ st.name }}</option>
+            {% endfor %}
+          </select>
+          <div class="form-text">Required for Autotask ticket creation. Requires refreshed reference data.</div>
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_priority_warning" class="form-label">Priority for Warning</label>
+          <select class="form-select" id="autotask_priority_warning" name="autotask_priority_warning">
+            <option value="" {% if not settings.autotask_priority_warning %}selected{% endif %}>Select...</option>
+            {% for p in autotask_priorities %}
+              <option value="{{ p.id }}" {% if settings.autotask_priority_warning == p.id %}selected{% endif %}>{{ p.name }}</option>
+            {% endfor %}
+          </select>
+          <div class="form-text">Requires refreshed reference data.</div>
+        </div>
+
+        <div class="col-md-6">
+          <label for="autotask_priority_error" class="form-label">Priority for Error</label>
+          <select class="form-select" id="autotask_priority_error" name="autotask_priority_error">
+            <option value="" {% if not settings.autotask_priority_error %}selected{% endif %}>Select...</option>
+            {% for p in autotask_priorities %}
+              <option value="{{ p.id }}" {% if settings.autotask_priority_error == p.id %}selected{% endif %}>{{ p.name }}</option>
+            {% endfor %}
+          </select>
+          <div class="form-text">Requires refreshed reference data.</div>
+        </div>
+      </div>
+      <div class="form-text mt-2">Priorities are loaded from Autotask to avoid manual ID mistakes.</div>
+    </div>
+  </div>
+
+  <div class="d-flex justify-content-end mt-3">
+    <button type="submit" class="btn btn-primary">Save settings</button>
+  </div>
+</form>
+
+<div class="card mb-4">
+  <div class="card-header">Diagnostics & reference data</div>
+  <div class="card-body">
+    <div class="row g-3 align-items-end">
+      <div class="col-md-6">
+        <div class="text-muted small">Last reference data sync</div>
+        <div class="fw-semibold">
+          {% if autotask_last_sync_at %}
+            {{ autotask_last_sync_at }}
+          {% else %}
+            never
+          {% endif %}
+        </div>
+        <div class="text-muted small mt-2">
+          Cached Queues: {{ autotask_queues|length }}<br />
+          Cached Ticket Sources: {{ autotask_ticket_sources|length }}<br />
+          Cached Ticket Statuses: {{ autotask_ticket_statuses|length }}<br />
+          Cached Priorities: {{ autotask_priorities|length }}
+        </div>
+      </div>
+      <div class="col-md-6">
+        <div class="d-flex flex-wrap gap-2 justify-content-md-end">
+          <form method="post" action="{{ url_for('main.settings_autotask_test_connection') }}">
+            <button type="submit" class="btn btn-outline-secondary">Test connection</button>
+          </form>
+          <form method="post" action="{{ url_for('main.settings_autotask_refresh_reference_data') }}">
+            <button type="submit" class="btn btn-outline-primary">Refresh reference data</button>
+          </form>
+        </div>
+        <div class="form-text mt-2 text-md-end">Refresh loads Queues, Ticket Sources, Ticket Statuses, and Priorities from Autotask for dropdown usage.</div>
+      </div>
+    </div>
+  </div>
+</div>
+{% endif %}
+
+
 {% if section == 'maintenance' %}
 <div class="row g-3 mb-4">
   <div class="col-12 col-lg-6">

docs/backupchecks_autotask_integration_functional_design_living_document.md

@@ -0,0 +1,412 @@
+# Backupchecks – Autotask Integration
+
+## Functional Design
+
+*Last updated: 2026-01-16*
+
+---
+
+## 1. Scope & Goals
+
+This document describes the **functional design and agreed decisions** for the first phase of the Autotask integration in Backupchecks.
+
+Goals for phase 1:
+
+- Allow operators to **manually create Autotask tickets** from Backupchecks.
+- Ensure **full operator control** over when a ticket is created.
+- Prevent ticket spam and duplicate tickets.
+- Maintain clear ownership between Backupchecks and Autotask.
+- Provide a safe and auditable way to resolve tickets from Backupchecks.
+
+Out of scope for phase 1:
+
+- Automatic ticket creation
+- Automatic ticket closing on success
+- Issue correlation across multiple runs
+- Time entry creation or modification
+
+---
+
+## 2. Core Principles (Leading)
+
+These principles apply to all design and implementation choices:
+
+- Autotask is an **external authoritative system** (PSA).
+- Backupchecks is a **consumer**, not an owner, of PSA data.
+- **IDs are leading**, names are display-only.
+- All PSA mappings are **explicit**, never implicit or automatic.
+- Operators always retain **manual control**.
+- Renaming in Autotask must **never break mappings**.
+
+---
+
+## 3. Customer ↔ Autotask Company Mapping
+
+### 3.1 Mapping model
+
+- Mapping is configured in the **Customers** screen.
+- Mapping is a **1-to-1 explicit relationship**.
+- Stored values per customer:
+  - PSA type: autotask
+  - Autotask Company ID (leading)
+  - Autotask Company Name (cached for display)
+  - Last sync timestamp
+  - Mapping status: ok | renamed | missing | invalid
+
+The Autotask Company ID is the source of truth. The name exists only for UI clarity.
+
+### 3.2 Name synchronisation
+
+- If the company name is changed in Autotask:
+  - Backupchecks updates the cached name automatically.
+  - The mapping remains intact.
+- Backupchecks customer names are independent and never overwritten.
+
+### 3.3 Failure scenarios
+
+- Autotask company deleted or inaccessible:
+  - Mapping status becomes invalid.
+  - Ticket creation is blocked.
+  - UI clearly indicates broken mapping.
+
+---
+
+## 4. Ticket Creation Model
+
+### 4.1 Operator-driven creation
+
+- Tickets are created only via an explicit operator action.
+- Location: Run Checks page.
+- Manual ticket number input is removed.
+- A new action replaces it: Create Autotask ticket.
+
+### 4.2 One ticket per run
+
+- Exactly one ticket per run.
+- A run can never create multiple tickets.
+- If a ticket exists:
+  - Creation action is replaced by Open ticket.
+
+### 4.3 Ticket contents (baseline)
+
+Minimum ticket fields:
+
+- Subject: [Backupchecks]  -  - 
+- Description:
+  - Run date/time
+  - Backup type and job
+  - Affected objects
+  - Error or warning messages
+  - Reference to Backupchecks
+
+---
+
+## 5. Ticket State Tracking in Backupchecks
+
+Per run, Backupchecks stores:
+
+- Autotask Ticket ID
+- Autotask Ticket Number
+- Ticket URL
+- Created by
+- Created at timestamp
+- Last known ticket status (snapshot)
+
+---
+
+## 6. Ticket Resolution from Backupchecks
+
+Backupchecks may resolve a ticket only if:
+
+- The ticket exists
+- The ticket is not already closed
+- No time entries are present
+
+If time entries exist, the ticket is not closed and an internal system note is added.
+
+---
+
+## 7. Backupchecks Settings
+
+Settings → Extensions & Integrations → Autotask
+
+Includes:
+
+- Enable integration (on/off)
+- Environment
+- API credentials
+- Tracking Identifier
+- Default queue and status
+- Priority mapping
+
+### 7.1 Enable / disable behaviour (mandatory)
+
+Backupchecks must support switching the Autotask integration **on and off at any time**.
+
+When Autotask integration is **enabled**:
+- Autotask actions are available (create ticket, resolve ticket, link existing ticket).
+- Ticket polling/synchronisation (Phase 2) is active.
+
+When Autotask integration is **disabled**:
+- Backupchecks falls back to the manual workflow:
+  - Operators can manually enter ticket numbers.
+  - No Autotask API calls are executed.
+  - No polling is performed.
+  - No resolve action is available (as it would require Autotask calls).
+- Existing stored Autotask references remain visible for audit/history.
+
+The enable/disable switch must be reversible and must not require data deletion or migration.
+
+---
+
+## 8. Roles & Permissions
+
+- Admin / Operator: create and resolve tickets
+- Reporter: view-only access
+
+---
+
+## 9. Explicit Non-Goals (Phase 1)
+
+- Automatic ticket creation
+- Automatic ticket closing
+- Time entry handling
+- Multiple tickets per run
+- PSA-side logic
+
+---
+
+## 10. Phase 1 Summary
+
+Phase 1 delivers controlled, operator-driven PSA integration with a strong focus on auditability and predictability.
+
+---
+
+## 11. Phase 2 – Ticket State Synchronisation (PSA-driven)
+
+This phase introduces **PSA-driven state awareness** for already linked tickets. The goal is to keep Backupchecks aligned with Autotask **without introducing active control or automation**.
+
+### 11.1 Polling strategy (Run Checks entry point)
+
+- Polling is executed **only when Autotask integration is enabled**.
+- When the **Run Checks** page is opened, Backupchecks performs a **targeted poll** to Autotask.
+
+- When the **Run Checks** page is opened, Backupchecks performs a **targeted poll** to Autotask.
+- Only tickets that are:
+  - Linked to runs shown on the page, and
+  - Not in a terminal state inside Backupchecks
+  are included.
+- Tickets already marked as resolved or broken are excluded.
+
+This prevents unnecessary API calls and limits polling to operator-relevant context.
+
+### 11.2 Active-ticket-only retrieval
+
+- Backupchecks only queries tickets that are considered **active** in Autotask.
+- Completed or closed tickets are not included in the active-ticket query.
+- This ensures minimal load and avoids repeated retrieval of historical data.
+
+### 11.3 PSA-driven completion handling
+
+If Autotask reports a ticket with status **Completed**:
+
+- The linked run in Backupchecks is automatically marked as **Resolved**.
+- The resolution is explicitly flagged as:
+  - **Resolved by PSA**
+- Backupchecks does not add notes or modify the ticket in Autotask.
+
+UI behaviour:
+- Operators can clearly see that the resolution originated from the PSA.
+- A visual indicator highlights that the underlying backup issue may still require verification.
+
+### 11.4 Operator awareness and follow-up
+
+When a ticket is resolved by PSA:
+
+- Backupchecks does not assume the technical issue is resolved.
+- Operators are expected to:
+  - Review the related run
+  - Decide whether further action is required inside Backupchecks
+
+No automatic reopening or ticket creation is performed.
+
+### 11.5 Deleted ticket detection
+
+If a linked ticket is **deleted in Autotask**:
+
+- Backupchecks detects this during polling.
+- The ticket linkage is marked as:
+  - **Deleted in PSA**
+
+UI behaviour:
+- A clear warning is shown to the operator.
+- The historical ticket reference remains visible for audit purposes.
+- Ticket-related actions are blocked until the operator:
+  - Links a replacement ticket, or
+  - Creates a new Autotask ticket
+
+### 11.6 Ticket resolution from Backupchecks (operator-driven)
+
+Phase 2 includes implementation of **manual ticket resolution** from Backupchecks under the already defined Phase 1 rules.
+
+- Resolution is always an explicit operator action (no automation).
+- Resolution rules remain leading (see Chapter 6):
+  - Ticket must exist
+  - Ticket must not already be closed
+  - Ticket may only be closed by Backupchecks if **no time entries** exist
+  - If time entries exist, Backupchecks adds an internal system note and leaves the ticket open
+
+UI behaviour (Run Checks and Job Details):
+- Show a Resolve ticket action only when a validated Autotask Ticket ID exists.
+- When resolution succeeds, update the run to Resolved and store:
+  - Resolved timestamp
+  - Resolved by (operator)
+  - Resolution origin: Resolved by Backupchecks
+
+Important alignment with PSA-driven sync:
+- If Autotask later reports the ticket as Completed, Backupchecks keeps the run resolved, but the origin remains:
+  - Resolved by Backupchecks
+- If Autotask reports completion before the operator resolves it, Backupchecks sets:
+  - Resolved by PSA
+
+### 11.7 Explicit non-goals (Phase 2)
+
+The following remain explicitly out of scope:
+
+- Automatic ticket creation
+- Automatic ticket reopening
+- Automatic resolution without operator intent
+- Status pushing from Backupchecks to Autotask (except the explicit Resolve action described above)
+- Any modification of existing Autotask ticket content (except fixed-format internal system notes used during resolution rules)
+
+---
+
+## 12. Future Design Considerations (Post-Phase 2)
+
+The following sections describe **future design intent only**. They are explicitly **out of scope for Phase 2** and introduce no implementation commitments.
+
+### 12.1 Ticket lifecycle awareness (read-only intelligence)
+
+Objective:
+Provide better insight into the state of linked tickets without adding actions.
+
+Scope:
+- Periodic read-only retrieval of ticket status
+- Display of:
+  - Current status
+  - Queue
+  - Assigned resource (owner)
+
+Shown in:
+- Run Checks
+- Job Details
+- Tickets / Remarks overview
+
+Explicitly excluded:
+- No automatic actions
+- No status synchronisation back to Autotask
+
+Value:
+- Operators need to open Autotask less frequently
+- Faster visibility into whether a ticket has been picked up
+
+### 12.2 Operator notes & context enrichment
+
+Objective:
+Add contextual information to existing tickets without taking ownership away from the PSA.
+
+Scope:
+- Add internal/system notes from Backupchecks
+- Notes are always written in a fixed format
+- Notes are added only by explicit operator action
+
+Rules:
+- Never overwrite existing ticket content
+- Never create customer-facing notes
+- Never generate notes automatically
+
+Value:
+- Tickets remain up to date without duplication
+- Autotask remains the authoritative system
+
+### 12.3 Controlled assistance (semi-automatic support)
+
+Objective:
+Support operator decision-making without introducing automation.
+
+Examples:
+- Suggestion: a similar error already has an open ticket
+- Suggestion: previous run was successful, consider resolving the ticket
+- Highlight repeated failures without any linked ticket
+
+Important constraints:
+- Suggestions only
+- No automatic ticket creation
+- No automatic ticket closure
+
+Value:
+- Reduced human error
+- No loss of operator control
+
+### 12.4 Cross-run correlation (analytical)
+
+Objective:
+Provide insight into structural or recurring problems before tickets are created.
+
+Scope:
+- Detection of repeated failures across multiple runs
+- Detection of the same object with the same error over time
+- Visualisation inside Backupchecks only
+
+Explicitly excluded:
+- Ticket bundling
+- Ticket merging
+- Any Autotask-side modifications
+
+Value:
+- Better decisions prior to ticket creation
+- Reduced noise in the PSA
+
+### 12.5 Multi-PSA abstraction (design preparation)
+
+Objective:
+Prepare the internal design for future PSA support without implementing it.
+
+Scope:
+- PSA-agnostic internal models:
+  - Ticket
+  - Company mapping
+  - Resolution rules
+- Autotask remains the only concrete implementation
+
+Why this is documented now:
+- Prevents Autotask-specific technical debt
+- Keeps the architecture open for other PSA platforms
+
+### 12.6 Governance & audit depth
+
+Objective:
+Ensure full traceability for MSP and enterprise environments.
+
+Scope:
+- Extended audit logging:
+  - Who created, linked or resolved a ticket
+  - When the action occurred
+  - From which run the action originated
+- Read-only export capabilities
+- Optional compliance-oriented views
+
+Value:
+- MSP and enterprise readiness
+- Supports internal and external audits
+
+### 12.7 Explicit non-directions
+
+The following are intentionally excluded unless a strategic decision is made later:
+
+- Automatic ticket creation
+- Automatic ticket handling
+- Time registration
+- Mutation of existing ticket content
+- PSA business logic inside Backupchecks
+

docs/backupchecks_autotask_integration_implementation_breakdown.md

@@ -0,0 +1,205 @@
+# Backupchecks – Autotask Integration
+
+## Implementation Breakdown & Validation Plan
+
+_Last updated: 2026-01-13_
+
+---
+
+## 1. Purpose of this document
+
+This document describes the **logical breakdown of the Autotask integration into implementation phases**.
+
+It is intended to:
+- Provide context at the start of each development chat
+- Keep focus on the **overall goal** while working step by step
+- Ensure each phase is independently testable and verifiable
+- Prevent scope creep during implementation
+
+This document complements:
+- *Backupchecks – Autotask Integration Functional Design (Phase 1)*
+
+---
+
+## 2. Guiding implementation principles
+
+- Implement in **small, validated steps**
+- Each phase must be:
+  - Testable in isolation
+  - Reviewable without knowledge of later phases
+- No UI or workflow assumptions beyond the current phase
+- Sandbox-first development
+- No breaking changes without explicit intent
+
+---
+
+## 3. Implementation phases
+
+### Phase 1 – Autotask integration foundation
+
+**Goal:** Establish a reliable, testable Autotask integration layer.
+
+Scope:
+- Autotask client/service abstraction
+- Authentication handling
+- Tracking Identifier usage
+- Environment selection (Sandbox / Production)
+- Test connection functionality
+- Fetch reference data:
+  - Queues
+  - Ticket Sources
+
+Out of scope:
+- UI integration (except minimal test hooks)
+- Ticket creation
+- Customer mapping
+
+Validation criteria:
+- Successful authentication against Sandbox
+- Reference data can be retrieved and parsed
+- Clear error handling for auth and API failures
+
+---
+
+### Phase 2 – Settings integration
+
+**Goal:** Persist and validate Autotask configuration in Backupchecks.
+
+Scope:
+- New Settings section:
+  - Extensions & Integrations → Autotask
+- Store:
+  - Enable/disable toggle
+  - Environment
+  - API credentials
+  - Tracking Identifier
+  - Backupchecks Base URL
+  - Ticket defaults (queue, source, priorities)
+- Dropdowns populated from live Autotask reference data
+- Test connection & refresh reference data actions
+
+Out of scope:
+- Customer mapping
+- Ticket creation
+
+Validation criteria:
+- Settings can be saved and reloaded
+- Invalid configurations are blocked
+- Reference data reflects Autotask configuration
+
+---
+
+### Phase 3 – Customer to Autotask company mapping
+
+**Goal:** Establish stable, ID-based customer mappings.
+
+Scope:
+- Customer screen enhancements
+- Search/select Autotask companies
+- Store company ID + cached name
+- Detect and reflect renamed or deleted companies
+- Mapping status indicators
+
+Out of scope:
+- Ticket creation
+- Run-level logic
+
+Validation criteria:
+- Mapping persists correctly
+- Renaming in Autotask does not break linkage
+- Deleted companies are detected and reported
+
+---
+
+### Phase 4 – Ticket creation from Run Checks
+
+**Goal:** Allow operators to create Autotask tickets from Backupchecks runs.
+
+Scope:
+- “Create Autotask ticket” action
+- Ticket payload composition rules
+- Priority mapping (Warning / Error)
+- Queue, source, status defaults
+- Job Details page link inclusion
+- Store ticket ID and number
+
+Out of scope:
+- Ticket resolution
+- Linking existing tickets
+
+Validation criteria:
+- Exactly one ticket per run
+- Tickets contain correct content and links
+- No duplicate tickets can be created
+
+---
+
+### Phase 5 – Ticket resolution flows
+
+**Goal:** Safely resolve tickets from Backupchecks.
+
+Scope:
+- Resolve without time entries:
+  - Internal note
+  - Close ticket
+- Resolve with time entries:
+  - Internal note only
+  - Ticket remains open
+- All notes stored as internal/system notes
+
+Out of scope:
+- Automatic resolution
+- Time entry creation
+
+Validation criteria:
+- Time entry checks enforced
+- Correct notes added in all scenarios
+- Ticket status reflects expected behaviour
+
+---
+
+### Phase 6 – Integration disable & compatibility behaviour
+
+**Goal:** Ensure safe fallback and migration support.
+
+Scope:
+- Disable Autotask integration globally
+- Restore manual ticket number workflow
+- Optional compatibility mode:
+  - Allow manual ticket number entry while integration enabled
+- Link existing Autotask tickets to runs
+
+Validation criteria:
+- No Autotask API calls when integration is disabled
+- Existing data remains visible
+- Operators can safely transition between workflows
+
+---
+
+## 4. Usage in development chats
+
+For each development chat:
+- Include this document
+- Include the Functional Design document
+- Clearly state:
+  - Current phase
+  - Current branch name
+  - Provided source/zip (if applicable)
+
+This ensures:
+- Shared context
+- Focused discussions
+- Predictable progress
+
+---
+
+## 5. Summary
+
+This breakdown ensures the Autotask integration is:
+- Predictable
+- Auditable
+- Incrementally delivered
+- Easy to reason about during implementation
+
+Each phase builds on the previous one without hidden dependencies.
+

docs/backupchecks_autotask_integration_phase_2_implementation.md

@@ -0,0 +1,432 @@
+# Backupchecks – Autotask Integration
+
+## Phase 2 – Implementation Design
+
+*Document type: Implementation design*
+*Scope: Phase 2 only*
+
+---
+
+## 1. Purpose
+
+This document describes the **technical implementation approach** for Phase 2 of the Autotask integration. Phase 2 focuses on **ticket state synchronisation and operator-driven resolution**, based on the approved functional design.
+
+No future concepts or post–Phase 2 ideas are included in this document.
+
+---
+
+## 2. Preconditions
+
+Phase 2 assumes:
+
+- Phase 1 is fully implemented and deployed
+- Autotask integration can be enabled and disabled at runtime
+- Tickets are already linked to runs via Autotask Ticket ID
+- Backupchecks is not the authoritative system for ticket state
+
+---
+
+## 3. High-level Behaviour Overview
+
+Phase 2 is implemented in **controlled sub-phases**. Each phase introduces a limited set of actions and ends with an explicit **functional validation moment** before continuing.
+
+The sub-phases are:
+
+- Phase 2.1 – Read-only ticket polling
+- Phase 2.2 – PSA-driven resolution handling
+- Phase 2.3 – Deleted ticket detection
+- Phase 2.4 – Manual ticket resolution from Backupchecks
+
+---
+
+## 4. Phase 2.1 – Read-only Ticket Polling
+
+### 4.1 Scope
+
+This phase introduces **read-only polling** of Autotask ticket state. No mutations or resolution logic is applied.
+
+### 4.2 Trigger point
+
+Polling is triggered when:
+
+- Autotask integration is enabled
+- The **Run Checks** page is opened
+
+There is no background scheduler or periodic task.
+
+### 4.3 Polling scope
+
+Only tickets that meet **all** of the following criteria are included:
+
+- Ticket is linked to a run visible on the Run Checks page
+- Run is not already resolved in Backupchecks
+- Ticket is not marked as deleted or invalid
+
+### 4.4 Autotask query strategy
+
+- Query only **active tickets** in Autotask
+- Ticket ID is always used as the lookup key
+
+### 4.5 Control moment – Phase 2.1
+
+Functional validation:
+
+- Run Checks page loads without delay
+- Correct tickets are polled
+- No state changes occur in Backupchecks
+- No Autotask data is modified
+
+---
+
+### 4.2 Polling scope
+
+Only tickets that meet **all** of the following criteria are included:
+
+- Ticket is linked to a run visible on the Run Checks page
+- Run is not already resolved in Backupchecks
+- Ticket is not marked as deleted or invalid
+
+This guarantees:
+
+- Minimal API usage
+- Operator-context-only data retrieval
+
+---
+
+### 4.3 Autotask query strategy
+
+- Query only **active tickets** in Autotask
+- Completed / closed tickets are excluded from the active query
+- Ticket ID is always used as the lookup key
+
+If an expected ticket is not returned:
+
+- A follow-up single-ticket lookup is executed
+- If still not found, the ticket is treated as **deleted in PSA**
+
+---
+
+## 5. Phase 2.2 – PSA-driven Resolution Handling
+
+### 5.1 Scope
+
+This phase adds **state interpretation** on top of read-only polling.
+
+### 5.2 Completed ticket handling
+
+If Autotask reports the ticket status as **Completed**:
+
+- Mark the linked run as **Resolved**
+- Set resolution origin to:
+  - `Resolved by PSA`
+- Store resolution timestamp
+
+No write-back to Autotask is performed.
+
+### 5.3 Active ticket handling
+
+If the ticket exists and is active:
+
+- Update cached ticket status snapshot only
+- No state change in Backupchecks
+
+### 5.4 Control moment – Phase 2.2
+
+Functional validation:
+
+- PSA-completed tickets resolve runs correctly
+- Resolution origin is shown correctly
+- Active tickets do not alter run state
+
+---
+
+### 5.2 Completed ticket
+
+If Autotask reports the ticket status as **Completed**:
+
+- Mark the linked run as **Resolved**
+- Set resolution origin to:
+  - `Resolved by PSA`
+- Store resolution timestamp
+
+No write-back to Autotask is performed.
+
+---
+
+### 5.3 Deleted or missing ticket
+
+If the ticket cannot be found in Autotask:
+
+- Mark ticket linkage as:
+  - `Deleted in PSA`
+- Block ticket-related actions
+- Preserve historical references (ID, number, URL)
+
+Operator must explicitly link or create a replacement ticket.
+
+---
+
+## 6. Phase 2.3 – Deleted Ticket Detection
+
+### 6.1 Scope
+
+This phase introduces detection of tickets that are removed from Autotask.
+
+### 6.2 Detection logic
+
+If a linked ticket is not returned by the active-ticket query:
+
+- Execute a single-ticket lookup
+- If still not found:
+  - Mark ticket linkage as `Deleted in PSA`
+
+### 6.3 Behaviour
+
+- Ticket actions are blocked
+- Historical references remain visible
+- Operator must explicitly relink or recreate a ticket
+
+### 6.4 Control moment – Phase 2.3
+
+Functional validation:
+
+- Deleted tickets are detected reliably
+- Warning is visible in UI
+- No silent unlinking occurs
+
+---
+
+## 7. Phase 2.4 – Manual Ticket Resolution (Backupchecks → Autotask)
+
+### 7.1 Preconditions
+
+The Resolve action is available only if:
+
+- Autotask integration is enabled
+- A valid Autotask Ticket ID exists
+- Ticket is not already closed in PSA
+
+### 7.2 Resolution flow
+
+1. Operator triggers **Resolve ticket**
+2. Backupchecks retrieves ticket details from Autotask
+3. Time entry check is executed
+
+#### Case A – No time entries
+
+- Ticket is set to completed in Autotask
+- Run is marked as **Resolved**
+- Resolution origin:
+  - `Resolved by Backupchecks`
+
+#### Case B – Time entries exist
+
+- Ticket is not closed
+- Fixed-format internal system note is added
+- Run remains unresolved
+
+### 7.3 Control moment – Phase 2.4
+
+Functional validation:
+
+- Resolution works only under defined rules
+- Time entry logic is respected
+- Resolution origin is persisted correctly
+
+---
+
+### 6.2 Resolution flow
+
+1. Operator triggers **Resolve ticket**
+2. Backupchecks retrieves ticket details from Autotask
+3. Time entry check is executed
+
+#### Case A – No time entries
+
+- Ticket is set to the configured completed status in Autotask
+- Run is marked as **Resolved**
+- Resolution origin:
+  - `Resolved by Backupchecks`
+
+#### Case B – Time entries exist
+
+- Ticket is not closed
+- A fixed-format internal system note is added
+- Run remains unresolved
+
+---
+
+### 6.3 Post-resolution sync alignment
+
+If a ticket resolved by Backupchecks is later polled as Completed:
+
+- Backupchecks keeps the existing resolved state
+- Resolution origin remains:
+  - `Resolved by Backupchecks`
+
+If Autotask resolves the ticket first:
+
+- Backupchecks sets:
+  - `Resolved by PSA`
+
+---
+
+## 7. Data Model Adjustments
+
+Phase 2 requires the following additional fields per run:
+
+- `ticket_last_polled_at`
+- `ticket_resolution_origin`:
+  - `psa`
+  - `backupchecks`
+- `ticket_deleted_in_psa` (boolean)
+
+Existing Phase 1 fields remain unchanged.
+
+---
+
+## 8. UI Behaviour
+
+### 8.1 Run Checks
+
+- Visual indicator for linked tickets
+- Resolution origin badge:
+  - Resolved by PSA
+  - Resolved by Backupchecks
+- Warning banner for deleted tickets
+
+---
+
+### 8.2 Job Details
+
+- Same indicators as Run Checks
+- Resolve action visibility follows resolution rules
+
+---
+
+## 9. Error Handling & Logging
+
+- All Autotask API calls are logged with:
+  - Correlation ID
+  - Ticket ID
+  - Run ID
+
+- Polling failures do not block page rendering
+- Partial polling failures are tolerated per ticket
+
+---
+
+## 10. Explicit Non-Implementation (Phase 2)
+
+The following are **not implemented**:
+
+- Background schedulers
+- Automatic ticket creation
+- Automatic ticket reopening
+- Status pushing without operator action
+- Ticket content mutation beyond fixed system notes
+
+---
+
+## 11. Phase-based Implementation Workflow
+
+For each Phase 2 sub-phase, a **dedicated chat** must be used. This ensures focus, traceability, and controlled implementation.
+
+The instructions below must be copied **verbatim** when starting a new chat for the corresponding phase.
+
+---
+
+## Phase 2.1 – Chat Instructions
+
+Purpose:
+Implement **read-only ticket polling** when the Run Checks page is opened.
+
+Chat instructions:
+
+- Scope is limited to Phase 2.1 only
+- No ticket state changes are allowed
+- No resolve, close, or mutation logic may be added
+- Only backend polling and UI visibility updates are permitted
+- All changes must be functionally testable on Run Checks
+
+Exit criteria:
+
+- Polling executes only when Run Checks is opened
+- Only relevant active tickets are queried
+- No Backupchecks run state is modified
+
+---
+
+## Phase 2.2 – Chat Instructions
+
+Purpose:
+Implement **PSA-driven resolution handling** based on polling results.
+
+Chat instructions:
+
+- Phase 2.1 must already be completed and validated
+- Only Completed ticket handling may be added
+- Resolution origin must be stored and displayed
+- No Backupchecks-initiated ticket changes are allowed
+
+Exit criteria:
+
+- Completed tickets resolve runs correctly
+- Resolution origin is accurate and persistent
+- Active tickets remain unchanged
+
+---
+
+## Phase 2.3 – Chat Instructions
+
+Purpose:
+Implement **deleted ticket detection and operator visibility**.
+
+Chat instructions:
+
+- Phase 2.1 and 2.2 must already be completed
+- Detection must be explicit and non-destructive
+- Historical ticket references must remain intact
+- UI must clearly indicate deleted state
+
+Exit criteria:
+
+- Deleted tickets are reliably detected
+- Operators are clearly informed
+- Ticket actions are blocked correctly
+
+---
+
+## Phase 2.4 – Chat Instructions
+
+Purpose:
+Implement **manual ticket resolution from Backupchecks to Autotask**.
+
+Chat instructions:
+
+- All previous Phase 2 sub-phases must be completed
+- Resolution must be strictly operator-driven
+- Time entry rules must be enforced exactly
+- Resolution origin must be stored correctly
+
+Exit criteria:
+
+- Tickets are resolved only when allowed
+- Time entry edge cases behave correctly
+- State remains consistent with PSA polling
+
+---
+
+## 12. Phase 2 Completion Criteria
+
+Phase 2 is considered complete when:
+
+- All Phase 2 sub-phases have passed their control moments
+- No cross-phase leakage of logic exists
+- Enable/disable integration behaviour is respected
+- Functional behaviour matches the approved design exactly
+
+---
+
+End of Phase 2 implementation document.
+

docs/changelog.md

@@ -1,3 +1,227 @@
+## v20260115-01-autotask-settings
+
+### Changes:
+- Added initial Autotask integration settings structure to Backupchecks.
+- Introduced new system settings demonstrating Autotask configuration fields such as enable toggle, environment selection, credentials, tracking identifier, and Backupchecks base URL.
+- Prepared data model and persistence layer to store Autotask-related configuration.
+- Laid groundwork for future validation and integration logic without enabling ticket creation or customer mapping.
+- Ensured changes are limited to configuration foundations only, keeping Phase 1 scope intact.
+
+## v20260115-02-autotask-settings-migration-fix
+
+### Changes:
+- Fixed Autotask system settings migration so it is always executed during application startup.
+- Added safe, idempotent column existence checks to prevent startup failures on re-deployments.
+- Ensured all Autotask-related system_settings columns are created before being queried.
+- Prevented aborted database transactions caused by missing columns during settings initialization.
+- Improved overall stability of the Settings page when Autotask integration is enabled.
+
+## v20260115-03-autotask-settings-ui
+
+### Changes:
+- Added visible Autotask configuration section under Settings → Integrations.
+- Implemented form fields for enabling Autotask integration, environment selection, API credentials, tracking identifier, and Backupchecks base URL.
+- Wired Autotask settings to SystemSettings for loading and saving configuration values.
+- Added Diagnostics & Reference Data section with actions for testing the Autotask connection and refreshing reference data.
+- Kept all functionality strictly within Phase 1 scope without introducing ticket or customer logic.
+
+## v20260115-04-autotask-reference-data-fix
+
+### Changes:
+- Fixed Autotask API client to use correct endpoints for reference data instead of invalid `/query` routes.
+- Implemented proper retrieval of Autotask Queues and Ticket Sources via collection endpoints.
+- Added dynamic retrieval of Autotask Priorities using ticket entity metadata and picklist values.
+- Cached queues, ticket sources, and priorities in system settings for safe reuse in the UI.
+- Updated Autotask settings UI to use dropdowns backed by live Autotask reference data.
+- Improved “Test connection” to validate authentication and reference data access reliably.
+- Fixed admin event logging to prevent secondary exceptions during error handling.
+
+## v20260115-05-autotask-queues-picklist-fix
+
+Changes:
+- Reworked Autotask reference data retrieval to use Ticket entity picklists instead of non-existent top-level resources.
+- Retrieved Queues via the Tickets.queueID picklist to ensure compatibility with all Autotask tenants.
+- Retrieved Ticket Sources via the Tickets.source picklist instead of a direct collection endpoint.
+- Kept Priority retrieval fully dynamic using the Tickets.priority picklist.
+- Normalized picklist values so IDs and display labels are handled consistently in settings dropdowns.
+- Fixed Autotask connection test to rely on picklist availability, preventing false 404 errors.
+
+## v20260115-06-autotask-auth-fallback
+
+### Changes:
+- Improved Autotask authentication handling to support sandbox-specific behavior.
+- Implemented automatic fallback authentication flow when initial Basic Auth returns HTTP 401.
+- Added support for header-based authentication using UserName and Secret headers alongside the Integration Code.
+- Extended authentication error diagnostics to include selected environment and resolved Autotask zone information.
+- Increased reliability of Autotask connection testing across different tenants and sandbox configurations.
+
+## v20260115-07-autotask-picklist-field-detect
+
+### Changes:
+- Improved detection of Autotask Ticket entity picklist fields to handle tenant-specific field naming.
+- Added fallback matching logic based on field name and display label for picklist fields.
+- Fixed queue picklist resolution when fields are not named exactly `queue` or `queueid`.
+- Applied the same robust detection logic to ticket priority picklist retrieval.
+- Prevented connection test failures caused by missing or differently named metadata fields.
+
+## v20260115-08-autotask-entityinfo-fields-shape-fix
+
+### Changes:
+- Fixed parsing of Autotask entityInformation responses to correctly read field metadata from the `fields` attribute.
+- Extended metadata normalization to support different response shapes returned by Autotask.
+- Improved picklist value handling to support both inline picklist values and URL-based retrieval.
+- Resolved failures in queue, source, and priority picklist detection caused by empty or misparsed field metadata.
+- Stabilized Autotask connection testing across sandbox environments with differing metadata formats.
+
+## v20260115-09-autotask-customer-company-mapping
+
+- Added explicit Autotask company mapping to customers using ID-based linkage.
+- Extended customer data model with Autotask company ID, cached company name, mapping status, and last sync timestamp.
+- Implemented Autotask company search and lookup endpoints for customer mapping.
+- Added mapping status handling to detect renamed, missing, or invalid Autotask companies.
+- Updated Customers UI to allow searching, selecting, refreshing, and clearing Autotask company mappings.
+- Ensured mappings remain stable when Autotask company names change and block future ticket actions when mappings are invalid.
+
+## v20260115-10-autotask-customers-settings-helper-fix
+
+- Fixed /customers crash caused by missing _get_or_create_settings by removing reliance on shared star-imported helpers.
+- Added a local SystemSettings get-or-create helper in customers routes to prevent runtime NameError in mixed/partial deployments.
+- Added explicit imports for SystemSettings, db, and datetime to keep the Customers page stable across versions.
+
+## v20260115-11-autotask-companyname-unwrap
+
+- Fixed Autotask company name being shown as "Unknown" by correctly unwrapping nested Autotask API responses.
+- Improved company lookup handling to support different response shapes (single item and collection wrappers).
+- Ensured the cached Autotask company name is stored and displayed consistently after mapping and refresh.
+
+## v20260115-12-autotask-customers-refreshall-mappings
+
+- Added a “Refresh all Autotask mappings” button on the Customers page to validate all mapped customers in one action.
+- Implemented a new backend endpoint to refresh mapping status for all customers with an Autotask Company ID and return a status summary (ok/renamed/missing/invalid).
+- Updated the Customers UI to call the refresh-all endpoint, show a short result summary, and reload to reflect updated mapping states.
+
+## v20260115-14-autotask-runchecks-ticket-migration-fix
+
+- Fixed missing database helper used by the Autotask ticket fields migration for job runs.
+- Corrected the job_runs migration to ensure Autotask ticket columns are created reliably and committed properly.
+- Resolved Run Checks errors caused by incomplete database migrations after introducing Autotask ticket support.
+
+## v20260115-15-autotask-default-ticket-status-setting
+- Added “Default Ticket Status” dropdown to Autotask settings (Ticket defaults).
+- Implemented retrieval and caching of Autotask ticket statuses as reference data for dropdown usage.
+- Extended reference data refresh to include Ticket Statuses and updated diagnostics counters accordingly.
+- Added database column for cached ticket statuses and included it in migrations for existing installations.
+
+## v20260115-16-autotask-ticket-create-response-fix
+- Fixed Autotask ticket creation handling for tenants that return a lightweight or empty POST /Tickets response.
+- Added support for extracting the created ticket ID from itemId/id fields and from the Location header.
+- Added a follow-up GET /Tickets/{id} to always retrieve the full created ticket object (ensuring ticketNumber/id are available).
+
+## v20260115-17-autotask-ticket-create-trackingid-lookup
+- Reworked Autotask ticket creation flow to no longer rely on POST /Tickets response data for returning an ID.
+- Added deterministic fallback lookup using Tickets/query filtered by TrackingIdentifier (and CompanyID when available).
+- Ensured the created ticket is reliably retrieved via follow-up GET /Tickets/{id} so ticketNumber/id can always be stored.
+- Eliminated false-negative ticket creation errors when Autotask returns an empty body and no Location header.
+
+## v20260115-19-autotask-ticket-create-debug-logging
+- Added optional verbose Autotask ticket creation logging (guarded by BACKUPCHECKS_AUTOTASK_DEBUG=1).
+- Introduced per-request correlation IDs and included them in ticket creation error messages for log tracing.
+- Logged POST /Tickets response characteristics (status, headers, body preview) to diagnose tenants returning incomplete create responses.
+- Logged fallback Tickets/query lookup payload and result shape to pinpoint why deterministic lookup fails.
+
+## v20260116-01-autotask-ticket-id-normalization
+
+### Changes:
+- Normalized Autotask GET /Tickets/{id} API responses by unwrapping the returned "item" object.
+- Ensured the ticket data is returned as a flat object so existing logic can reliably read the ticket id.
+- Enabled correct retrieval of the Autotask ticketNumber via a follow-up GET after ticket creation.
+- Prevented false error messages where ticket creation succeeded but no ticket id was detected.
+
+## v20260116-02-runchecks-autotask-create-refresh
+
+### Changes:
+- Fixed a JavaScript error in the Run Checks view where a non-existent renderModal() function was called after creating an Autotask ticket.
+- Replaced the renderModal() call with renderRun() to properly refresh the Run Checks modal state.
+- Ensured the Autotask ticket status is updated in the UI without throwing a frontend error.
+
+## v20260116-03-autotask-ticket-linking-visibility
+
+### Changes:
+- Ensured Autotask tickets created via Run Checks are stored as internal Ticket records instead of only external references.
+- Linked created Autotask tickets to the corresponding Job Run so they appear in Tickets/Remarks.
+- Added proper ticket association to Job Details, matching the behaviour of manually entered tickets.
+- Updated the Run Checks view to show the ticket indicator when an Autotask ticket is linked to a run.
+
+## v20260116-04-runchecks-autotask-ticket-polling
+
+### Changes:
+- Added read-only Autotask ticket polling triggered on Run Checks page load
+- Introduced backend endpoint to poll only relevant active Autotask tickets linked to visible runs
+- Implemented ticket ID deduplication to minimize Autotask API calls
+- Ensured polling is best-effort and does not block Run Checks rendering
+- Added client support for bulk ticket queries with per-ticket fallback
+- Updated Run Checks UI to display polled PSA ticket status without modifying run state
+- Explicitly prevented any ticket mutation, resolution, or Backupchecks state changes
+
+## v20260116-05-autotask-ticket-create-link-all-open-runs
+
+### Changes:
+- Fixed Autotask ticket creation to link the newly created ticket to all relevant open runs of the same job
+- Aligned automatic ticket creation behaviour with existing manual ticket linking logic
+- Ensured ticket linkage is applied consistently across runs until the ticket is resolved
+- Prevented Phase 2.1 polling from being blocked by incomplete ticket-run associations
+- No changes made to polling logic, resolution logic, or PSA state interpretation
+
+## v20260116-06-runchecks-polling-merge-fix
+
+### Changes:
+- Restored Phase 2.1 read-only Autotask polling logic after ticket-creation fix overwrote Run Checks routes
+- Merged polling endpoint and UI polling trigger with updated ticket-linking behaviour
+- Ensured polled PSA ticket status is available again on the Run Checks page
+- No changes made to ticket creation logic, resolution handling, or Backupchecks run state
+
+
+## v20260116-07-autotask-ticket-link-all-runs-ticketjobrun-fix
+
+### Changes:
+- Fixed Autotask ticket creation linking so the internal TicketJobRun associations are created for all relevant open runs of the same job
+- Ensured ticket numbers and ticket presence are consistently visible per run (Run Checks and Job Details), not only for the selected run
+- Made the list of runs to link deterministic by collecting run IDs first, then applying both run field updates and internal ticket linking across that stable set
+- No changes made to polling logic or PSA status interpretation
+
+## v20260116-08-autotask-ticket-backfill-ticketjobrun
+
+- Fixed inconsistent ticket linking when creating Autotask tickets from the Run Checks page.
+- Ensured that newly created Autotask tickets are linked to all related job runs, not only the selected run.
+- Backfilled ticket-to-run associations so tickets appear correctly in the Tickets overview.
+- Corrected Job Details visibility so open runs linked to the same ticket now display the ticket number consistently.
+- Aligned Run Checks, Tickets, and Job Details views to use the same ticket-jobrun linkage logic.
+
+## v20260116-09-autotask-ticket-propagate-active-runs
+
+- Updated ticket propagation logic so Autotask tickets are linked to all active job runs (non-Reviewed) visible on the Run Checks page.
+- Ensured ticket remarks and ticket-jobrun entries are created for each active run, not only the initially selected run.
+- Implemented automatic ticket inheritance for newly incoming runs of the same job while the ticket remains unresolved.
+- Stopped ticket propagation once the ticket or job is marked as Resolved to prevent incorrect linking to closed incidents.
+- Aligned Run Checks, Tickets overview, and Job Details to consistently reflect ticket presence across all active runs.
+
+## v20260116-10-autotask-ticket-sync-internal-ticketjobrun
+
+- Aligned Autotask ticket creation with the legacy manual ticket workflow by creating or updating an internal Ticket record using the Autotask ticket number.
+- Ensured a one-to-one mapping between Autotask tickets and internal Backupchecks tickets.
+- Linked the internal Ticket to all active (non-Reviewed) job runs by creating or backfilling TicketJobRun relations.
+- Restored visibility of Autotask-created tickets in Tickets, Tickets/Remarks, and Job Details pages.
+- Implemented idempotent behavior so repeated ticket creation or re-polling does not create duplicate tickets or links.
+- Prepared the ticket model for future scenarios where Autotask integration can be disabled and tickets can be managed manually again.
+
+## v20260116-11-autotask-ticket-sync-legacy
+
+- Restored legacy internal ticket workflow for Autotask-created tickets by ensuring internal Ticket records are created when missing.
+- Implemented automatic creation and linking of TicketJobRun records for all active job_runs (reviewed_at IS NULL) that already contain Autotask ticket data.
+- Ensured 1:1 mapping between an Autotask ticket and a single internal Ticket, identical to manual ticket behavior.
+- Added inheritance logic so newly created job_runs automatically link to an existing open internal Ticket until it is resolved.
+- Aligned Autotask ticket creation and polling paths with the legacy manual ticket creation flow, without changing any UI behavior.
+- Ensured solution works consistently with Autotask integration enabled or disabled by relying exclusively on internal Ticket and TicketJobRun structures.
 
 ***