The Add a note to a ConnectWise PSA ticket action can add a entirely configurable note to the ConnectWise PSA service ticket associated with a scheduling request when it executes.
This action is available when your TimeZest account is connected to ConnectWise PSA.
Configuration Options
This action can be configured with the following options:
Note Content is the content of the note which will be added to the service ticket.
The text in blue backgrounds are variables, which TimeZest will replace with the actual values for the ticket / scheduling request when it generates the text for the note. When editing the note content, you can insert a variable by pressing Ctrl + { (i.e. Control and the left curly brace), which will display a list of all variables. Typing a few additional characters will filter this, and you can either click on the variable you want to insert, or use the arrow keys and press enter to insert it.
To view the list of variables, check out this Help Center article.
Each paragraph has a "condition" which determines, based on if a variable actually has a value or not, whether TimeZest includes it in the note it generates. In the examples above, TimeZest will always include the first paragraph in the note it creates in ConnectWise PSA, but only include the second and third paragraphs when there is a value for the Online Meeting Technician URL and Online Meeting Password variables respectively.
To edit the condition for a paragraph, simply click on the grey right margin, and select the condition:
The Note Type control determines what type of note is created in ConnectWise PSA, and these correspond to the three tabs shown in the notes section against a ticket in ConnectWise PSA. At least one of the three types must be selected, as ConnectWise PSA requires this.
Additional Logic
If no service ticket is associated with a scheduling request - for example, when scheduling an activity which doesn't require a service ticket to be created - this action will simply by skipped by TimeZest.