Managing Osticket

---
name: managing-osticket
description: |
  Use when working with Osticket — osTicket open-source helpdesk management
  covering ticket creation and routing, canned response templates, SLA plan
  configuration, and department-based ticket assignment. Use when managing
  support tickets in osTicket, configuring automated responses for common
  issues, setting up SLA plans with grace periods, or organizing helpdesk
  departments and agent assignments.
connection_type: osticket
preload: false
---

# osTicket Helpdesk Management Skill

Manage and analyze osTicket tickets, canned responses, and SLA plans.

## API Conventions

### Authentication
All API calls use API key — injected via `X-API-Key` header.

### Base URL
`https://{{server}}/api`

### Core Helper Function

```bash
#!/bin/bash

ost_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -H "X-API-Key: $OSTICKET_API_KEY" \
            -H "Content-Type: application/json" \
            "${OSTICKET_URL}/api${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -H "X-API-Key: $OSTICKET_API_KEY" \
            -H "Content-Type: application/json" \
            "${OSTICKET_URL}/api${endpoint}"
    fi
}
```

## Common Operations

### Ticket Management

```bash
#!/bin/bash
echo "=== Open Tickets ==="
ost_api GET "/tickets.json?status=open&limit=25&order=priority&dir=asc" \
    | jq -r '.[] | "\(.ticket_number)\t\(.priority)\t\(.status)\t\(.subject[0:60])"' \
    | column -t

echo ""
echo "=== Overdue Tickets ==="
ost_api GET "/tickets.json?status=open&overdue=true&limit=15" \
    | jq -r '.[] | "\(.ticket_number)\t\(.priority)\t\(.due_date)\t\(.subject[0:50])"' \
    | column -t

echo ""
echo "=== Tickets by Department ==="
ost_api GET "/tickets.json?status=open&limit=200" \
    | jq -r '[.[].department] | group_by(.) | map({dept: .[0], count: length}) | sort_by(.count) | reverse | .[] | "\(.dept): \(.count)"'
```

### Create Ticket

```bash
#!/bin/bash
echo "=== Creating New Ticket ==="
ost_api POST "/tickets.json" "{
    \"name\": \"${1:?Requester name required}\",
    \"email\": \"${2:?Requester email required}\",
    \"subject\": \"${3:?Subject required}\",
    \"message\": \"${4:?Message required}\",
    \"topicId\": ${5:-1},
    \"priorityId\": ${6:-2}
}" | jq '.'
```

### Canned Responses

```bash
#!/bin/bash
echo "=== Available Canned Responses ==="
ost_api GET "/canned.json" \
    | jq -r '.[] | "\(.id)\t\(.title[0:60])\t\(.department // "All")"' \
    | column -t
```

## Output Format

Present results as a structured report:
```
Managing Osticket Report
════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]
```

Target ≤50 lines of output. Use tables for multi-resource comparisons.

## Anti-Hallucination Rules

1. **NEVER assume resource names** — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. **NEVER fabricate metric names or dimensions** — verify against the service documentation or `--help` output.
3. **NEVER mix CLI commands between service versions** — confirm which version/API you are targeting.
4. **ALWAYS use the discovery → verify → analyze chain** — every resource referenced must have been discovered first.
5. **ALWAYS handle empty results gracefully** — an empty response is valid data, not an error to retry.

## Counter-Rationalizations

| Shortcut | Counter | Why |
|----------|---------|-----|
| "I'll skip discovery and check known resources" | Always run Phase 1 discovery first | Resource names change, new resources appear — assumed names cause errors |
| "The user only asked for a quick check" | Follow the full discovery → analysis flow | Quick checks miss critical issues; structured analysis catches silent failures |
| "Default configuration is probably fine" | Audit configuration explicitly | Defaults often leave logging, security, and optimization features disabled |
| "Metrics aren't needed for this" | Always check relevant metrics when available | API/CLI responses show current state; metrics reveal trends and intermittent issues |
| "I don't have access to that" | Try the command and report the actual error | Assumed permission failures prevent useful investigation; actual errors are informative |

## Common Pitfalls

- **API key scope**: osTicket has separate API keys for ticket creation vs. management — ensure correct key
- **Limited API**: osTicket's native API is limited — some operations may require direct database queries or plugins
- **JSON content type**: Always send `Content-Type: application/json` — XML is also supported but JSON is preferred
- **Ticket number vs ID**: Ticket numbers are display-friendly (e.g., `123456`), IDs are internal integers
- **SLA configuration**: SLA plans are configured in admin panel — API access may be limited
- **Custom fields**: Custom form fields are accessible but vary by help topic
- **Authentication**: API key must be associated with an active staff account