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Action: Create a ConnectWise PSA Service Ticket
Action: Create a ConnectWise PSA Service Ticket

A workflow action to create a ConnectWise PSA service ticket.

Jason Langenauer avatar
Written by Jason Langenauer
Updated over a week ago

The Create a service ticket in ConnectWise PSA action creates a service ticket in ConnectWise Manage. It can be configured to create a service ticket only when one isn't associated with the scheduling request - for example, when scheduling with a shareable URL, or to always create one - for example, to create a follow-up ticket after an appointment.

This action is available when your TimeZest account is connected to ConnectWise Manage.

Configuration Options

This action can be configured with the following options:

The creation mode option controls under what circumstances TimeZest creates a new service ticket. It can be configured to always create a service ticket, even when one is already associated with the scheduling request, or only to create a ticket when one isn't already associated with the scheduling request.

The summary option controls what value TimeZest will use for the ticket summary - either a fixed value (in which case the client won't be asked for a description of their issue) or a value provided by the client.

The board dropdown controls which board TimeZest will create the service ticket on. The value of this option affects the values available for other fields.

The source dropdown controls the value TimeZest will use for the source of the service ticket it creates. The values of this field are read from the "Source" setup table.

The priority dropdown controls the value TimeZest will use for the priority field of the service ticket it creates. The values of this field are read from the "Priority" setup table.

The status dropdown controls the value TimeZest will use for the status of the service ticket it creates. The values for this field depend on the setting chosen for the board, and will be drawn from the statuses configured for that board in ConnectWise PSA.

The type field controls the value TimeZest will use for the ticket type of the created ticket. The values for this field depend on the board chosen to create the ticket, and will be drawn from the ticket types configured for that board in ConnectWise PSA.

Additional Logic

TimeZest will skip this action if there is no contact associated with the scheduling request, as ConnectWise PSA requires that a ticket is associated with a ticket to create one via the API.

TimeZest will also skip this action if there is no ConnectWise PSA integration currently connected to TimeZest.

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