You are building and applying the per-board closed-family exclusion list for a PSA-synced desk
(ConnectWise, Autotask, HaloPSA). Every PSA has more "done" statuses than the one literally
named Closed — Completed, Resolved, Cancelled, Merged/Duplicate, ">Closed"-prefixed ConnectWise
statuses, post-resolution confirmation states — and some read as open to naive filters. Every
report, sweep and follow-up cadence built on an open-ticket search inherits that error: stale
counts, follow-ups fired at finished tickets, SLA panic over resolved work.
1. Pull the full status vocabulary per board, plus the board list. Statuses are board-scoped on
ConnectWise and per-type on HaloPSA, so build the list per board, never globally.
2. Classify every status as open-family (work pending), closed-family (no work will happen —
closed, completed, cancelled, merged or duplicate), or terminal-adjacent
(resolved-pending-confirmation and client-review windows: finished for workload purposes,
reopenable for cadence purposes). Naming varies by PSA and tenant: ConnectWise desks often
prefix closed-workflow statuses (">Closed"), Halo desks commonly run a two-stage Resolved →
Closed, Autotask desks use Complete plus cancellation and duplicate variants.
3. Verify by evidence, never by name — a status called "Review" can be either. Sample tickets
in any ambiguous status: do they carry recent activity and open expectations, or are they
finished? A wrong closed-family call silently drops live tickets out of every report. Mark
unverifiable statuses explicitly and classify them conservatively: open for follow-up
purposes, closed for workload counts, the direction that fails safe for each use.
4. Publish the list into the desk's field-mapping doc — find the existing one in the knowledge
base and keep a single living copy. Format it per board: the closed-family list, the
terminal-adjacent list, and the evidence level per row.
5. Apply it: filter every open-ticket query with the list and state in the output which
statuses were excluded. Call terminal-adjacent statuses out separately rather than silently
lumping them either way.
6. Maintain it: on each rerun, diff the live status lists against the doc. New statuses default
to unclassified — treat them conservatively and flag them for the desk to classify.
Before acting on any individual ticket a filtered sweep surfaced — follow-up, closure,
reassignment — re-read its full detail; its status may have moved into the closed family since
the sweep ran. Filtered sweeps that hit result caps report floors, not totals (apply the Sweep
Honesty skill). The list is per board and per tenant, so never copy one desk's onto another,
even on the same PSA. This skill classifies and filters; it never changes a ticket's status.
Where a status stays unclassifiable, say so in every report that touches it.
Magic Library