S
Scott Nixon
In the MCP server,
search_tickets
with
member_id
only returns tickets where that member is the primary resource. Ticket details also name only the assignee. There's no way to find the tickets someone is a secondary resource on (Autotask), or to see who a ticket's secondary resources are.
The only trace today is the system note "PSA added [name] to the Thread." That means reading the notes of every open ticket one by one. The same note also shows up for people who used to be the primary, so it can't be trusted on its own.
We use the MCP to have AI agents follow each technician's open tickets and flag updates. Tickets where the tech is a secondary resource are invisible to that, even though they need the same follow-up.
Requested:
  1. A
    search_tickets
    filter that matches secondary resources, either a separate parameter or an option to include them alongside
    member_id
    .
  2. The ticket's secondary resources (name and member id) in
    search_tickets
    results.
Related: Show tickets in Inbox if Autotask Secondary Resource; Super Magic and Ask Magic unable to search ALL resources of a ticket.