backend/app/services/psa/connectwise/provider.py

@@ -266,13 +266,30 @@ class ConnectWiseProvider(PSAProvider):
     async def update_ticket_status(
         self, ticket_id: str, status_id: int
     ) -> PSATicket:
-        """Update a CW ticket's status using JSON Patch format."""
+        """Update a CW ticket's status using JSON Patch format.
+
+        Verifies CW actually applied the change — CW silently returns 200 when
+        a status id is invalid for the ticket's board. We check the response
+        body's status.id matches what we sent, and raise PSAError if not.
+        """
         patch_body = [
             {"op": "replace", "path": "status", "value": {"id": status_id}}
         ]
         data = await self.client.patch(
             f"/service/tickets/{ticket_id}", json_body=patch_body
         )
+        applied = (data.get("status") or {}) if isinstance(data, dict) else {}
+        applied_id = applied.get("id")
+        if applied_id != status_id:
+            logger.warning(
+                "CW status PATCH for ticket %s returned status id=%s instead of %s",
+                ticket_id, applied_id, status_id,
+            )
+            raise PSAError(
+                f"ConnectWise did not apply status {status_id} "
+                f"(still {applied.get('name') or applied_id}). "
+                "The status may not be valid for this ticket's board."
+            )
         return self._map_ticket(data)
 
     async def list_members(self) -> list[PSAMember]:
@@ -631,58 +648,107 @@ class ConnectWiseProvider(PSAProvider):
 
     # ── Resource management ───────────────────────────────────────────
 
-    async def _get_ticket_resource_identifiers(self, ticket_id: int) -> list[str]:
-        """Fetch the ticket's `resources` field (comma-separated identifiers)."""
+    async def _get_ticket_assignment(self, ticket_id: int) -> tuple[dict | None, str | None]:
+        """Fetch the ticket's current owner (MemberReference) and resources string.
+
+        Returns (owner_dict, resources_string). owner_dict has keys like
+        {id, identifier, name} when set; None when unassigned.
+        """
         data = await self.client.get(
             f"/service/tickets/{ticket_id}",
-            params={"fields": "id,resources"},
+            params={"fields": "id,owner,resources"},
         )
-        raw = data.get("resources") if isinstance(data, dict) else None
-        if not raw:
-            return []
-        return [p.strip() for p in str(raw).split(",") if p.strip()]
+        if not isinstance(data, dict):
+            return None, None
+        owner_raw = data.get("owner")
+        owner = owner_raw if isinstance(owner_raw, dict) and owner_raw.get("id") else None
+        resources = data.get("resources")
+        return owner, (str(resources) if resources else None)
 
     async def list_resources(self, ticket_id: int) -> list[PSAResource]:
-        """List members assigned to a CW ticket via the `resources` string field."""
-        identifiers = await self._get_ticket_resource_identifiers(ticket_id)
-        if not identifiers:
-            return []
+        """List members assigned to a CW ticket.
+
+        CW exposes assignment in two places: the `owner` MemberReference (primary
+        assignee) and a derived `resources` string of identifiers. We merge both
+        so the UI shows everyone CW considers assigned.
+        """
+        owner, resources_str = await self._get_ticket_assignment(ticket_id)
         members = await self.list_members()
         by_identifier = {m.identifier: m for m in members if m.identifier}
+        by_id = {str(m.id): m for m in members}
+
+        seen_ids: set[str] = set()
         results: list[PSAResource] = []
-        for ident in identifiers:
-            m = by_identifier.get(ident)
+
+        if owner is not None:
+            owner_id = str(owner.get("id"))
+            m = by_id.get(owner_id)
             if m:
                 results.append(PSAResource(
                     member_id=int(m.id),
                     member_name=m.name,
                     member_identifier=m.identifier,
                 ))
+                seen_ids.add(owner_id)
             else:
-                # Unknown identifier — surface it so the UI doesn't silently drop it
                 results.append(PSAResource(
-                    member_id=0,
-                    member_name=ident,
-                    member_identifier=ident,
+                    member_id=int(owner.get("id") or 0),
+                    member_name=str(owner.get("name") or ""),
+                    member_identifier=str(owner.get("identifier") or ""),
                 ))
+                seen_ids.add(owner_id)
+
+        if resources_str:
+            for ident in (p.strip() for p in resources_str.split(",") if p.strip()):
+                m = by_identifier.get(ident)
+                if m and str(m.id) not in seen_ids:
+                    results.append(PSAResource(
+                        member_id=int(m.id),
+                        member_name=m.name,
+                        member_identifier=m.identifier,
+                    ))
+                    seen_ids.add(str(m.id))
+                elif not m:
+                    results.append(PSAResource(
+                        member_id=0,
+                        member_name=ident,
+                        member_identifier=ident,
+                    ))
+
         return results
 
     async def add_resource(self, ticket_id: int, member_id: int) -> PSAResource:
-        """Assign a member to a CW ticket by updating the ticket's `resources` field."""
+        """Assign a member to a CW ticket.
+
+        CW's `resources` string is derived server-side and PATCHing it is unreliable.
+        The canonical writable field is `owner`. If the ticket is unassigned we set
+        the owner; if it already has a different owner, we append to `resources`
+        (best-effort — CW may not surface it in every view).
+        """
         members = await self.list_members()
         target = next((m for m in members if str(m.id) == str(member_id)), None)
-        if target is None or not target.identifier:
-            raise PSAError(f"Member {member_id} not found or has no identifier")
+        if target is None:
+            raise PSAError(f"Member {member_id} not found")
 
-        current = await self._get_ticket_resource_identifiers(ticket_id)
-        if target.identifier not in current:
-            current.append(target.identifier)
-        new_value = ",".join(current)
+        current_owner, resources_str = await self._get_ticket_assignment(ticket_id)
+
+        if current_owner is None:
+            # Primary assign — set owner
+            await self.client.patch(
+                f"/service/tickets/{ticket_id}",
+                json_body=[{"op": "replace", "path": "owner", "value": {"id": int(target.id)}}],
+            )
+        elif str(current_owner.get("id")) != str(target.id):
+            # Ticket already owned by someone else — add to resources string as co-assignee.
+            identifiers = [p.strip() for p in (resources_str or "").split(",") if p.strip()]
+            if target.identifier and target.identifier not in identifiers:
+                identifiers.append(target.identifier)
+                await self.client.patch(
+                    f"/service/tickets/{ticket_id}",
+                    json_body=[{"op": "replace", "path": "resources", "value": ",".join(identifiers)}],
+                )
+        # else: already the owner — idempotent no-op
 
-        await self.client.patch(
-            f"/service/tickets/{ticket_id}",
-            json_body=[{"op": "replace", "path": "resources", "value": new_value}],
-        )
         return PSAResource(
             member_id=int(target.id),
             member_name=target.name,
@@ -690,22 +756,41 @@ class ConnectWiseProvider(PSAProvider):
         )
 
     async def remove_resource(self, ticket_id: int, member_id: int) -> None:
-        """Remove a member from a CW ticket by updating the `resources` field (idempotent)."""
+        """Remove a member from a CW ticket (idempotent).
+
+        If the target is the current owner, clear the owner. Otherwise remove them
+        from the `resources` string.
+        """
         members = await self.list_members()
         target = next((m for m in members if str(m.id) == str(member_id)), None)
-        if target is None or not target.identifier:
-            return  # Unknown member — treat as idempotent
+        if target is None:
+            return
 
-        current = await self._get_ticket_resource_identifiers(ticket_id)
-        if target.identifier not in current:
-            return  # Already not assigned — idempotent
-        new_list = [i for i in current if i != target.identifier]
-        new_value = ",".join(new_list)
+        current_owner, resources_str = await self._get_ticket_assignment(ticket_id)
 
-        await self.client.patch(
-            f"/service/tickets/{ticket_id}",
-            json_body=[{"op": "replace", "path": "resources", "value": new_value}],
-        )
+        if current_owner is not None and str(current_owner.get("id")) == str(target.id):
+            # Unassign the owner. Try RFC 6902 "remove" first; fall back to
+            # "replace" with null if CW rejects it.
+            try:
+                await self.client.patch(
+                    f"/service/tickets/{ticket_id}",
+                    json_body=[{"op": "remove", "path": "owner"}],
+                )
+            except PSAError:
+                await self.client.patch(
+                    f"/service/tickets/{ticket_id}",
+                    json_body=[{"op": "replace", "path": "owner", "value": None}],
+                )
+            return
+
+        if target.identifier and resources_str:
+            identifiers = [p.strip() for p in resources_str.split(",") if p.strip()]
+            if target.identifier in identifiers:
+                new_list = [i for i in identifiers if i != target.identifier]
+                await self.client.patch(
+                    f"/service/tickets/{ticket_id}",
+                    json_body=[{"op": "replace", "path": "resources", "value": ",".join(new_list)}],
+                )
 
     # ── Ticket creation ───────────────────────────────────────────────
 

frontend/src/components/tickets/detail/TicketDetailHeader.tsx

@@ -1,4 +1,5 @@
 import { useState } from 'react'
+import axios from 'axios'
 import { ticketsApi } from '@/api/tickets'
 import { toast } from '@/lib/toast'
 import type { PSATicketSearchResult, PSATicketStatusItem } from '@/types/integrations'
@@ -22,8 +23,11 @@ export function TicketDetailHeader({ ticket, currentStatusId, currentStatusName,
       const result: PSATicketStatusUpdate = await ticketsApi.updateStatus(Number(ticket.id), statusId)
       onStatusUpdated(result.ticket_id, result.new_status, result.new_status_id)
       toast.success(`Status updated to ${result.new_status}`)
-    } catch {
-      toast.error('Failed to update status')
+    } catch (err) {
+      const detail = axios.isAxiosError(err)
+        ? (err.response?.data as { detail?: string })?.detail
+        : undefined
+      toast.error(detail || 'Failed to update status')
     } finally {
       setUpdating(false)
     }

frontend/src/components/tickets/detail/TicketResourceManager.tsx

@@ -1,4 +1,5 @@
 import { useState } from 'react'
+import axios from 'axios'
 import { UserPlus, X, User } from 'lucide-react'
 import { ticketsApi } from '@/api/tickets'
 import { toast } from '@/lib/toast'
@@ -27,8 +28,11 @@ export function TicketResourceManager({ ticketId, resources, allMembers, onChang
       setAdding(false)
       setSelectedMemberId('')
       onChanged()
-    } catch {
-      toast.error('Failed to add resource')
+    } catch (err) {
+      const detail = axios.isAxiosError(err)
+        ? (err.response?.data as { detail?: string })?.detail
+        : undefined
+      toast.error(detail || 'Failed to add resource')
     } finally {
       setBusy(null)
     }
@@ -40,8 +44,11 @@ export function TicketResourceManager({ ticketId, resources, allMembers, onChang
       await ticketsApi.removeResource(ticketId, memberId)
       toast.success('Resource removed')
       onChanged()
-    } catch {
-      toast.error('Failed to remove resource')
+    } catch (err) {
+      const detail = axios.isAxiosError(err)
+        ? (err.response?.data as { detail?: string })?.detail
+        : undefined
+      toast.error(detail || 'Failed to remove resource')
     } finally {
       setBusy(null)
     }