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Action: Create an action on ticket in HaloPSA
Action: Create an action on ticket in HaloPSA

A workflow action to add an action to a HaloPSA ticket.

Jason Casuga avatar
Written by Jason Casuga
Updated over 3 months ago

The Create an action on a HaloPSA ticket action can add an entirely configurable note to the HaloPSA ticket associated with a scheduling request when it executes.

This action is available when your TimeZest account is connected to HaloPSA.

Configuration Options

This action can be configured with the following options:

The Details field controls the actual content of the action added to the ticket in HaloPSA.

The text with blue backgrounds are variables, which TimeZest will replace with the actual values for the ticket/scheduling request when it generates the text for the action. When editing the action content, you can insert a variable by pressing Shift + { , 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.

The complete list of variables that TimeZest can insert into an action is the following:

  • Account Name- The name of your TimeZest account- i.e. "FipTech"
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  • Appointment Cancelled By - a string that indicates if a canceled appointment was canceled by the client or a technician. It will have the value of either "client" or "technician".
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  • Appointment Duration - the duration of the appointment meeting.
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  • Appointment External Name - the external name for the appointment, as configured in the appointment type.
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  • Appointment Internal Name - the internal name for the appointment, as configured in the appointment type.
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  • Appointment Scheduled from Pod- the appointment was scheduled from the TimeZest Pod/ Insight inside a ticket.
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  • Appointment Scheduled via URL scheduling- the appointment was scheduled using URL-Based Scheduling.
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  • Appointment Scheduled with shareable URL- the appointment was scheduled using a Shareable URL.
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  • Appointment Start Time (Client TZ) - the time the customer has selected for their appointment, formatted as a long string, e.g. "1:30 pm on Wednesday, July 7, 2022 (Eastern Time (US & Canada))". This time will be in the time zone used by the client when they scheduled their appointment.
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  • Appointment Start Time (Scheduled User TZ) - the time the customer has selected for their appointment, formatted as a long string, e.g. "1:30 pm on Wednesday, July 7, 2022 (Eastern Time (US & Canada))". This time will be in the time zone configured for the first scheduled user.
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  • Cancellation Reason - the cancellation reason, if given, when an appointment has been canceled by a client.
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  • Client can Reschedule Appointment - if the client is able to cancel or reschedule the appointment, the variable will display "true".
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  • Client Company Name - the name of the client's company.
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  • Client Email Address - the client's email address.
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  • Client First Name - the first name of the client.
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  • Client Full Name - the full name of the client.
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  • Client Last Name - the last name of the client.
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  • Client Phone Number - the phone number given by the client when scheduling.
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  • Client Phone Type - the phone number type selected by the client when scheduling
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  • Client Time Zone - the time zone used by the client when scheduling their appointment.
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  • Closed Loop Ticket Number - the service ticket's number in text format.
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  • Issue Description - the Summary line of the ticket.
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  • Link to Ticket in PSA - HTML output of the link to the service ticket.
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  • Online Meeting Client URL - the URL that the client should use to join the online meeting for an appointment if one has been created.
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  • Online Meeting Password - the password needed to join the online meeting, if one has been created.
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  • Online Meeting Technician URL - the URL that the technician should use to join the online meeting for an appointment if one has been created.
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  • Online Meeting Type - a string indicating the type of online meeting - either "Zoom" or "Microsoft Teams".
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  • Rescheduling URL - the URL a client can use to reschedule if rescheduling is permitted.
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  • Resource Names - the names of the resources for the appointment, joined into a sentence.
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  • Scheduled User Email Addresses- the email addresses of the scheduled users.
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  • Scheduled User Names - the names of the scheduled users, joined into a sentence.
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  • Scheduling URL - the URL the client can use to schedule their appointment.
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  • Ticket Number - the number of the ticket associated with a scheduling request, if one is associated.
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  • Ticket Summary - the summary of the ticket associated with a scheduling request.
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  • Ticket URL that a technician can use to access the corresponding ticket if one exists.

Each paragraph has a "condition" which determines, based on if a variable actually has a value or not, whether TimeZest includes it in the action it generates. In the examples above, TimeZest will include the first paragraph in the action it creates in HaloPSA only if the appointment was scheduled using a Shareable URL, but always include the second and third paragraphs.
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To edit the condition for a paragraph, simply click on the grey right margin, and select the condition:

Additional Logic

TimeZest will skip executing this action if there is no HaloPSA ticket associated with the scheduling request.

TimeZest will also skip this action is there is no longer a HaloPSA integration connected to your TimeZest account.
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