> ## Documentation Index > Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt > Use this file to discover all available pages before exploring further. # Decide ticket approval > Decide a held ticket request. An approver decides their part of the step that is waiting (approved or rejected, optional note); one rejection ends the request. MSP staff with ticket write access can set override=true to decide the whole request for the approvers, with the reason in note. When the last step approves, the ticket is created in the PSA (or, for chains that create the ticket up front, moved to the approved status). A rejection can be forwarded by email with forwardTo when the chain allows it. Requires `tickets.write`, read_tickets and the ticket_approval_chains feature. ## OpenAPI ````yaml /openapi.json post /api/public/v1/tickets/approvals/{requestId}/decide openapi: 3.0.3 info: title: MSPortal Public API version: 1.0.0 description: >- Public API for MSPortal - provides programmatic access to tenant data. ## Authentication All endpoints require authentication via API key passed as a Bearer token: ``` Authorization: Bearer ``` API keys can be created in the MSPortal dashboard under Settings → Integrations → API Access. **Important:** Do not include cookies in API requests. The public API uses stateless authentication only. ## Scopes API keys are granted specific scopes that determine what operations they can perform. Each endpoint documents its required scope(s). ## Rate Limiting API calls are rate limited per API key. Rate limit information is returned in response headers: - `X-RateLimit-Limit`: Maximum requests per minute - `X-RateLimit-Remaining`: Remaining requests in current window - `X-RateLimit-Reset`: When the rate limit resets (ISO 8601) ## Request ID All responses include an `X-Request-Id` header for debugging and support. You can also pass your own `X-Request-Id` header to correlate requests. contact: name: MSPortal Support email: support@msportal.ai license: name: Proprietary servers: - url: https://app.msportal.ai description: Production (US) - url: https://eu.msportal.ai description: Production (EU) security: - BearerAuth: [] tags: - name: Budgets description: >- Budget management - create, track, and forecast budgets with line items, categories, and products - name: Calendar description: Calendar and meeting management - events, participants, and meeting types - name: Companies description: Company management endpoints - name: Company Users description: Company user management - client portal contacts (read-only, paginated) - name: Compliance description: Compliance check management - runs, assigned checks, and status updates - name: Dashboards description: Dashboard management - external iframe resources and internal dashboards - name: Devices description: Device management - inventory, types, and locations - name: Goals description: Goal management - create, track, and manage goals with tasks and updates - name: NPS Surveys description: >- NPS survey management - Net Promoter Score surveys, responses, and analytics - name: Reports description: >- Report management - create, manage, and schedule reports with templates and types - name: Planner description: >- Planner item management - tasks, roadmap items, and project planning with linked goals, compliance, and projects - name: Surveys description: >- General survey management - multi-question surveys, responses, and statistics - name: Tickets description: Ticket management - view and filter tickets from PSA integrations - name: Training description: >- Training management - courses, enrollments, certificates, and progress tracking - name: Users description: Tenant user management - internal staff and team members (read-only) - name: Automation Rules description: >- Automation rule management - create, configure, and monitor automation rules with triggers, conditions, and actions - name: Analytics description: >- Analytics and reporting - company audit data, training analytics, user activity, and portfolio metrics - name: Client Onboarding description: >- Client onboarding - portals (phases, tasks, contacts, activation), templates, checklist templates, forms and documentation pages - name: Backup description: >- Backup - summaries, protected devices, alerts and SaaS protection (Datto, Axcient, Slide, Kaseya) - name: Microsoft 365 description: Microsoft 365 - licenses, users, domains and Secure Score - name: Security description: >- Security - posture summary, EDR incidents, vulnerabilities, email threats, firewalls, DNS filtering and security awareness - name: Financial description: Financial - quotes, invoices and revenue summaries - name: Integrations description: Integrations - status, sync health, pause and resume (never credentials) - name: Documentation description: >- Documentation - pages, folders and articles synced from Hudu or IT Glue, plus built-in pages - name: Broadcasts description: Broadcasts - emergency broadcasts, recipients and groups - name: Notifications description: Notifications - the linked user's in-app notifications - name: Standards description: >- Standards - technology standards catalog, service plans, applicability, deployment statuses, compliance rollups, white space and costs - name: Customer Success description: >- Customer success - client health scores, trends, benchmarks and Traffic Light Reviews - name: Tasks description: Tasks - the linked user's personal task list - name: Tenant Setup description: Tenant setup - profile, branding and portal settings (never secrets) - name: Roles description: Roles - staff and client roles and their permission grants - name: Ticket Templates description: Ticket templates - reusable ticket definitions - name: Readiness description: Client readiness - account readiness assessments - name: Projects description: >- Projects - PSA projects with health overlays (deliverables, milestones, client actions, weekly updates), phases, tickets, time entries, PSA status/owner/priority write-through, ticket notes, task controls, display settings and the document library paths: /api/public/v1/tickets/approvals/{requestId}/decide: post: tags: - Tickets summary: Decide ticket approval description: >- Decide a held ticket request. An approver decides their part of the step that is waiting (approved or rejected, optional note); one rejection ends the request. MSP staff with ticket write access can set override=true to decide the whole request for the approvers, with the reason in note. When the last step approves, the ticket is created in the PSA (or, for chains that create the ticket up front, moved to the approved status). A rejection can be forwarded by email with forwardTo when the chain allows it. Requires `tickets.write`, read_tickets and the ticket_approval_chains feature. parameters: - schema: type: string format: uuid description: Approval request ID required: true description: Approval request ID name: requestId in: path requestBody: required: true content: application/json: schema: $ref: '#/components/schemas/DecideTicketApprovalRequest' responses: '200': description: Decision recorded content: application/json: schema: type: object properties: data: $ref: '#/components/schemas/TicketApprovalDecisionResult' required: - data '400': description: Validation error content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' '401': description: Unauthorized content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' '403': description: >- Forbidden - missing scope, the caller is not an approver of the waiting step (and did not override), or no PSA integration is active content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' '404': description: Approval request not found content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' '409': description: The request has already been decided content: application/json: schema: $ref: '#/components/schemas/ErrorResponse' security: - BearerAuth: [] components: schemas: DecideTicketApprovalRequest: type: object properties: decision: type: string enum: - approved - rejected note: type: string maxLength: 2000 description: Note for the requester and other approvers (required with override) override: type: boolean default: false description: 'MSP staff: decide the whole request for the approvers' forwardTo: type: array items: type: string maxLength: 254 format: email maxItems: 6 description: >- On a rejection, email the whole request to these addresses: your own, or ones the chain allows required: - decision TicketApprovalDecisionResult: type: object properties: status: type: string enum: - pending - approved - rejected - cancelled - expired step: type: integer nullable: true description: Step the request now waits on; null when decided ticket: type: object nullable: true additionalProperties: nullable: true description: >- The created ticket reference when the last step approved and the PSA accepted it; { error } when sending failed (staff can retry); null otherwise required: - status - step - ticket ErrorResponse: type: object properties: error: type: string description: Error message requestId: type: string description: Request correlation ID details: nullable: true description: Additional error details code: type: string description: Error code required: - error securitySchemes: BearerAuth: type: http scheme: bearer bearerFormat: API Key description: >- Use your API key as a Bearer token. API keys can be generated in Settings → Integrations → API Access. ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.