PSA automation

Add user to PSA overview

This workflow automates the creation of a ConnectWise Manage ticket based on form submission in Rewst. It’s a great example of how automation ensures task tracking and efficient communication without manual effort.

You can even take it further by making the ticket a trigger for an entire workflow. For instance, once the ticket is created, it can automatically initiate additional tasks, update statuses, or send notifications to stakeholders—streamlining your processes and driving efficiency across your team.

This workflow:

1. Uses a simple form for collecting user data.

2. Integrates with ConnectWise Manage to create tickets automatically.

3. Sends an email to the person submitting the form.

🐣 Stewart Says: Rewst workflows bridge the gap between tools like ConnectWise and your operational processes. Automating ticket creation ensures every request is logged, tracked, and completed efficiently.

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Step 1: Create the form

1. Log in to the Rewst platform.

2. Navigate to Automations > Forms in the left side menu.

3. Click + to create a new form.

   
4. Enter User Onboarding Form into the form Name field.

5. Click Submit.

6. Add the following fields by dragging the Text Input element into your form builder, with the values specified below:

   • Text Input:

     • Field Name: full_name

     • Field Label: Full name

     • Field Description: Add an email address

   • Text Input:

     • Field Name: email_address

     • Field Label: Email

     • Required: Yes

     • Regex Validation: ^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+.[a-zA-Z]{2,}$

     • Regex Error Message: Please enter a valid email address

   Add the following fields by dragging the Dropdown element into your form builder, with the values specified below:

   • Dropdown Field:

     • Field Name: role

     • Field Label: : Role

     • Required: Yes

     • Option 1:

       • Option Label: Admin

       • Option Value: admin

     • Option 2:

       • Option Label: IT Tech

       • Option Value: it_tech

     • Option 3:

       • Option Label: User

       • Option Value: user

   • Dropdown Field:

     • Field Name: company_name

     • Field Label: : Company Name

     • Required: Yes

     • Dynamic Options: On

     • Integration: ConnectWise PSA

     • Resource: Company

7. Click Save at the top right of the form.

8. Click Submit.

🐣 Stewart Says: Form fields become context variables in workflows, allowing you to map data dynamically in actions.

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Step 2: Build the workflow

This workflow will log the form submission as a ticket in ConnectWise Manage.

1. Navigate to Automations > Workflows in the left side menu.

2. Click Create to create a new Workflow.

3. Enter Submit Onboarding Ticket to ConnectWise in the Name field.

4. Add any Tags you'd like, to stay organized.

5. Click Submit.

Add a trigger

1. Click the Trigger button, denoted by a blue lightning bolt, in the top menu. Your load time to establish the trigger may take a moment.

2. Enter User Onboarding Trigger in the Name field.

3. Toggle Enabled to on to activate this trigger.

   1. With the trigger active, every form submission will start our new workflow.

4. Choose the Core - Form Submission from the Trigger Type drop down menu field. You can type in this menu field to jump to your desired trigger type instead of scrolling through the long list.

5. Select the User Onboarding Form you created under Trigger Parameters.

6. Click Submit at the bottom.

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Add the create service ticket action

1. Add the Create Service Ticket action from ConnectWise PSA to the workflow canvas.

2. Change the name to create_onboarding_ticket at the top right.

3. Enter the following in the Description field in the configuration:

A new user needs to be onboarded with the following details:
- **Full Name**: {{ CTX.full_name }}
- **Email**: {{ CTX.email }}
- **Role**: {{ CTX.role }}

1. Add the following to the Summary under Parameters:

New User Onboarding: {{ CTX.full_name }}

1. Select the appropriate service board. For example, Onboarding or Service Requests.

2. Add the following to Company:

{{ CTX.company_name }}

1. Add the following to Priority:

{% if CTX.role == 'Admin' %}
1
{% else %}
3
{% endif %}

🐣 Stewart Says: Use Jinja to add dynamic logic to workflows, customizing tickets based on context variables like role or priority.

For instance, if a new admin is added, you can make the ticket a higher priority. ConnectWise has 1-3 for ticket priority levels, with 1 being the highest.

• We recommend filling out the following fields to match your onboarding requirements to save time on manual ticket updates. Each of these fields will match incoming tickets to their correct space in your ConnectWise platform:

  • Board ID - what board the ticket should send to, which ensures that the board is connected

  • Status - what status the ticket should default to, which should be “New” or something along those lines

  • Type - onboarding

  • Subtype - any subtypes your company uses for onboarding tickets

  • Item - items provide context to a ticket by specifying the asset or service affected

🐣 Stewart Says: Making this a trigger for automatic onboarding can level this workflow up even more!

• If not triggering an automated onboarding workflow, make sure to put an internal note in, including a link to the onboarding form, for a tech to fill out.

• Fill public discussion note with submission details to send confirmation email to the primary contact set for the company in ConnectWise PSA if any confirmation workflows exist.

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Send confirmation email

1. Add the sendmail action to the workflow canvas.

2. Change the name to send_confirmation_email at the top right.

3. Enter the following in the relevant fields of the configuration menu on the right:

   • Sender: Select an option.

   • Recipient: {{ CTX.email }}

   • Subject: Your Onboarding Ticket has been Submitted

   • Title: Onboarding Ticket Confirmation

   • Message: Open the editor and paste in the code below, tailoring the message to your needs.

Hello {{ CTX.full_name }},

Your onboarding request has been successfully submitted. Below are the details of your request:

- **Name**: {{ CTX.full_name }}
- **Email**: {{ CTX.email_address }}
- **Role**: {{ CTX.role }}

Our team will begin processing your request shortly. If you have any questions, feel free to reach out.

Best regards,
The IT Team

1. Connect the On Success transition of the ConnectWise action to the email action.

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Send internal error email

1. Add the sendmail action to the workflow canvas.

2. Change the name to internal_failure_email at the top right.

3. Enter the following in the relevant fields of the configuration menu on the right:

   • Sender: Select an option.

   • Recipient: An Admin email. Try your own for testing

   • Subject: Failed to Create Ticket: {{ CTX.full_name }}

   • Title: Attention Needed

   • Message: Open the editor and paste in the code below, tailoring the message to your needs.

Hello Team,

A ticket creation attempt in ConnectWise has failed. Below are the details of the failed request:

- **Name**: {{ CTX.full_name }}
- **Email**: {{ CTX.email }}
- **Role**: {{ CTX.role }}
- **Error Message**: {{ CTX.last_error }}

Please investigate the issue and take corrective action. If needed, manually create the ticket in ConnectWise using the information provided above.

Best regards,
The Automation System

1. Click + on the ConnectWise Action to add a Transition.

2. Click on the new transition.

3. Change the condition to On Failure.

4. Connect the On Failure transition of the ConnectWise action to the new email action.

Test the workflow

Option 1 - Testing with the form

1. Submit the form:

   • Open the form URL and submit test data:

     • Example: John Doe, [e-mail], Admin

2. Verify the Ticket in ConnectWise:

   • Navigate to the specified service board in ConnectWise Manage.

   • Confirm that the ticket has been created with the submitted details.

3. Verify email receipt.

Option 2 - Testing with input variables

1. Configure input variables

   1. Click Configure Workflow Settings.

   2. Add the following input configuration:

      • Full Name

        • Variable Name: full_name

        • Type: String

        • Purpose: To capture the user's full name.

        • Example Value: John Doe

      • Email Address

        • Variable Name: email

        • Type: String

        • Purpose: To capture the user's email address.

        • Example Value: [e-mail]

      • Role/Position

        • Variable Name: role

        • Type: String

        • Purpose: To capture the user's role or position.

        • Example Value: Admin

      • Company

        • Variable Name: company

        • Type: String

        • Purpose: To capture the name of the user's company.

        • Example Value: Tech Solutions Inc.

   3. Run the workflow.

   4. Verify results in ConnectWise.

   5. Navigate to the specified service board in ConnectWise Manage.

   6. Confirm that the ticket has been created with the submitted details.

   7. Verify email receipt.

🐣 Stewart Says: Testing ensures that the workflow behaves as expected and the integration with ConnectWise is functioning correctly.

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Step 6: Make it reusable

1. Generalize inputs:

   • Use dynamic variables (e.g., {{ CTX.company_id }}) for broader applicability.

2. Save as a template:

   • Document steps for customization so other team members can reuse this workflow for different forms or ticket types.

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