# /syncro — Syncro PSA ticket management

Create, update, close, comment on, and bill tickets in Syncro PSA.

## Usage

```
/syncro                                  Show open tickets summary
/syncro ticket <number>                  View ticket details + comments
/syncro create <customer> <subject>      Create new ticket
/syncro update <number> <status>         Update ticket status
/syncro close <number>                   Close/resolve a ticket
/syncro comment <number> <text>          Add a comment to a ticket
/syncro bill <number>                    Add billable time and create invoice
/syncro search <query>                   Search tickets by subject/customer
/syncro customers <query>                Search customers
```

## API Configuration

**Base URL:** `https://computerguru.syncromsp.com/api/v1`
**API Key:** SOPS vault `msp-tools/syncro.sops.yaml` → `credentials.credential`
**Rate limit:** 180 requests/minute per IP
**Docs:** https://api-docs.syncromsp.com/

## Implementation

When invoked, use the Syncro REST API via `curl`. All requests include `?api_key=<key>` as query parameter (NOT in header — Syncro uses query param auth).

### Get API key

```bash
# Vault path comes from .claude/identity.json (per-machine) via the ClaudeTools wrapper
VAULT="$CLAUDETOOLS_ROOT/.claude/scripts/vault.sh"
API_KEY=$(bash "$VAULT" get-field msp-tools/syncro.sops.yaml credentials.credential)
BASE="https://computerguru.syncromsp.com/api/v1"
```

If `vault.sh get-field` fails (yq not installed), fall back to:
```bash
VAULT_ROOT=$(bash "$VAULT" get msp-tools/syncro.sops.yaml 2>/dev/null | head -1 || python3 -c "import json; print(json.load(open('$CLAUDETOOLS_ROOT/.claude/identity.json'))['vault_path'])")
API_KEY=$(sops -d "$VAULT_ROOT/msp-tools/syncro.sops.yaml" | py -c "import sys,yaml; print(yaml.safe_load(sys.stdin)['credentials']['credential'])")
```

### Endpoints reference

#### Tickets

| Operation | Method | Endpoint | Body |
|---|---|---|---|
| List tickets | GET | `/tickets?status=<status>&per_page=25` | — |
| Get ticket | GET | `/tickets/<id>` | — |
| Create ticket | POST | `/tickets` | `{"customer_id": N, "subject": "...", "problem_type": "...", "status": "New"}` |
| Update ticket | PUT | `/tickets/<id>` | `{"status": "In Progress", "priority": "..."}` |
| Delete ticket | DELETE | `/tickets/<id>` | — |

**Ticket statuses:** `New`, `In Progress`, `Waiting on Customer`, `Waiting on Vendor`, `Scheduled`, `Resolved`, `Invoiced`, `Closed`

**Ticket fields (create/update):**
- `customer_id` (required for create)
- `subject` (required for create)
- `problem_type` (string, free-form)
- `status` (string, one of the statuses above)
- `priority` (string) — set this; leave blank only if user says not to
- `due_date` (ISO date)
- `user_id` (assign to tech) — set this; Mike = 1735, Winter = 1737, Rob = 1760
- `contact_id` (customer contact)
- `ticket_type_id` (ticket category)

**Always set `user_id` and `priority` on create** unless the user says otherwise. Ask if unknown.
- Assignee = whoever worked the ticket (Mike = 1735, Winter = 1737, Rob = 1760)
- Priority = `Normal` by default; `Urgent` for emergency/after-hours tickets

#### Comments

| Operation | Method | Endpoint | Body |
|---|---|---|---|
| Add comment | POST | `/tickets/<id>/comment` | `{"subject": "Update", "body": "...", "hidden": false, "do_not_email": false}` |

**Comment fields (verified):**
- `subject` — required; comment header (e.g., "Update", "Resolution", "Internal Note")
- `body` — required; comment text (HTML supported)
- `hidden` — bool; if true, internal-only (customer can't see)
- `do_not_email` — bool; if true, suppresses customer email notification
- `tech` — string; overrides the authenticated user's name shown on the comment

**Silently ignored (do not use):** `product_id`, `minutes_spent`, `bill_time_now` — accepted but not saved. Verified 2026-04-21.

**CRITICAL — duplicate prevention:** The server has no idempotency. One POST = one comment, always. Duplicates are caused by calling the endpoint twice (retry after a perceived timeout, double tool invocation, etc.). **Never retry a POST /comment without first GET /tickets/{id} to confirm the comment did not already land.** The `Idempotency-Key` header is silently ignored.

**Comments cannot be deleted via API.** No DELETE endpoint exists in the Syncro API for comments — confirmed against official swagger spec. Duplicate comments require manual removal in the GUI.

**Do NOT wrap body in `{"comment": {...}}`** — returns 422 "Body can't be blank". POST flat JSON directly.

#### Customers

| Operation | Method | Endpoint |
|---|---|---|
| List/search | GET | `/customers?query=<search>&per_page=25` |
| Get customer | GET | `/customers/<id>` |
| Create customer | POST | `/customers` |

#### Billable Line Items

Two verified ways to add billable time. Both produce ticket line items that transfer to invoices.

**Option A — Direct line item (simpler):**

| Operation | Method | Endpoint |
|---|---|---|
| Add line item | POST | `/tickets/<id>/add_line_item` |
| Remove line item | POST | `/tickets/<id>/remove_line_item` |
| Update line item | PUT | `/tickets/<id>/update_line_item` |

```bash
# Add
curl -s -X POST "${BASE}/tickets/${ID}/add_line_item?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"product_id": 1190473, "quantity": 0.5, "name": "Labor - Remote Business", "description": "Work description", "taxable": false}'

# Remove
curl -s -X POST "${BASE}/tickets/${ID}/remove_line_item?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"ticket_line_item_id": 12345}'
# Returns: {"success": true, "message": ""}
```

**Option B — Timer then charge (for time-tracking workflows):**

```bash
# 1. Create timer entry
curl -s -X POST "${BASE}/tickets/${ID}/timer_entry?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"start_at": "ISO8601", "end_at": "ISO8601", "notes": "...", "billable": true, "product_id": 1190473}'

# 2. Charge timer — sets recorded:true and creates linked line item
curl -s -X POST "${BASE}/tickets/${ID}/charge_timer_entry?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"timer_entry_id": N}'

# Delete timer (if needed)
curl -s -X POST "${BASE}/tickets/${ID}/delete_timer_entry?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"timer_entry_id": N}'
# Returns: {"success": true}
```

**add_line_item required fields:**
- `name` — required (422 if missing)
- `description` — required (422 if missing)
- `product_id` — labor product ID (see list below)
- `quantity` — decimal hours (0.5 = 30 min, 1.0 = 1 hour)
- `price_retail` — **only price field that saves**; `price`, `retail_price`, `rate`, `price_cents` all silently ignored and leave line at $0.00. **Do not hardcode rates** — omit `price_retail` and Syncro auto-calculates from the product's configured rate.
- `taxable: false` — **always set explicitly**; labor products default to no-tax in GUI but the API applies tax if this is omitted

**Do NOT remove ticket line items after invoicing.** Leave them on the ticket — the "Add/View Charges" button and billing verification by techs depends on seeing line items there.

**Labor product IDs:**
- `1190473` — Labor - Remote Business (standard remote work)
- `26118` — Labor - Onsite Business
- `26184` — Labor - Emergency or After Hours Business
- `9269129` — Labor - Prepaid Project Labor
- `9269124` — Labor - Internal Labor
- `26117` — Fee - Travel Time
- `68055` — Labor - Website Labor

#### Timer Entries (time tracking reference)

| Operation | Method | Endpoint |
|---|---|---|
| Add timer | POST | `/tickets/<id>/timer_entry` |
| Charge timer → line item | POST | `/tickets/<id>/charge_timer_entry` |
| Update timer | PUT | `/tickets/<id>/update_timer_entry` |
| Delete timer | POST | `/tickets/<id>/delete_timer_entry` |
| List timers | GET | `/ticket_timers?ticket_id=<id>` |

#### Invoices

| Operation | Method | Endpoint | Body |
|---|---|---|---|
| List invoices | GET | `/invoices?per_page=25` | — |
| Get invoice | GET | `/invoices/<id>` | — |
| Create from ticket | POST | `/invoices` | `{"ticket_id": N, "customer_id": N, "category": "Standard"}` |
| Delete invoice | DELETE | `/invoices/<id>` | — |

**"Make Invoice" flow:** `POST /invoices` pulls all `add_line_item` entries from the ticket into the invoice. Timer entries are NOT included.

**Note:** The `POST /invoices` response body does not include `line_items` — do `GET /invoices/{id}` to verify line items transferred correctly.

### Display formatting

When showing ticket lists, format as:

```
#32164  New        Jerry Burger           Own cloud thing again
#32163  New        LeeAnn Parkinson       Remote - Jim cant access his email
#32162  Invoiced   Len's Auto Brokerage   Server upgrade
```

When showing ticket detail, include:
- Ticket number, subject, status, priority
- Customer name + contact
- Created date, due date, last updated
- Assigned tech
- Comments (most recent first, truncated to last 5)
- Line items / billing status

### Billing workflow

**ALWAYS ask the user for minutes and labor type before logging any time. Never assume a default.**
**ALWAYS show a preview of the comment to the user before posting. Wait for confirmation.**

When `/syncro bill <number>` is called:
1. Get ticket details
2. Ask: "How many minutes should I bill, and what labor type? (remote / onsite / emergency / project / internal)"
3. Draft the comment body and show it to the user for review before posting
4. Post comment: `POST /tickets/{id}/comment`
5. Add billable line item: `POST /tickets/{id}/add_line_item` with quantity in decimal hours, `price_retail`, `name`, `description`
6. Create invoice: `POST /invoices` with `{"ticket_id": N, "customer_id": N, "category": "Standard"}`
7. Verify invoice: `GET /invoices/{id}` to confirm line items transferred
8. Update ticket status to `Invoiced`

**Correct pattern:**
```bash
# Step 1: Post comment
curl -s -X POST "${BASE}/tickets/${ID}/comment?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"subject": "Resolution", "body": "...", "hidden": false, "do_not_email": false}'

# Step 2: Add billable line item (convert minutes to decimal hours)
# 60 min = 1.0, 30 min = 0.5, 45 min = 0.75, etc.
curl -s -X POST "${BASE}/tickets/${ID}/add_line_item?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"product_id": 1190473, "quantity": 1.0, "name": "Labor - Remote Business", "description": "..."}'

# Step 3: Create invoice
curl -s -X POST "${BASE}/invoices?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"ticket_id": '"${ID}"', "customer_id": '"${CUST}"', "category": "Standard"}'

# Step 4: Verify line items transferred
curl -s "${BASE}/invoices/${INVOICE_ID}?api_key=${API_KEY}" | jq '.invoice.line_items'

# Step 5: Mark ticket Invoiced
curl -s -X PUT "${BASE}/tickets/${ID}?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"status": "Invoiced"}'
```

`--labor` maps to product IDs: `remote` → 1190473, `onsite` → 26118, `emergency` → 26184, `project` → 9269129, `internal` → 9269124, `travel` → 26117, `website` → 68055

### Error handling

- 401: API key invalid or expired
- 404: ticket/customer/invoice not found
- 422: validation error (show the error message from response body)
- 429: rate limited (wait 60s and retry)

### Integration with session logs

When closing a ticket (`/syncro close`), offer to create a session log entry in `clients/<customer>/session-logs/` documenting what was resolved. Pull the ticket subject, comments, and resolution into a structured log.
