Customize PSA ticket triggers

In Rewst, setting specific trigger criteria for PSA Ticket triggers can be crucial to ensuring that workflows are initiated only under certain conditions. This page provides a step-by-step approach to customizing these triggers.

Get started with trigger setup

Create the workflow

In the Rewst platform:

1. Navigate to Automations > Workflows > Create Workflow.

2. Enter a workflow name, like My First Webhook Trigger.

3. Click Submit to proceed to a blank Workflow Builder Canvas.

4. Add a single no-op action to the canvas. Name it BEGIN

5. Click Deploy to save your workflow. No other actions are needed, as you'll just be working with triggers.

6. Click > Flow Control.

7. Drag the yellow Triggers to the Canvas. This opens up the new trigger's Trigger Settings in the right side menu.

Create the trigger

1. Name your trigger.

2. Toggle Enabled on.

3. Use the Trigger Type drop-down selector to choose the trigger type relevant to your particular PSA ticket system:

   1. ConnectWise PSA: Ticket Record Saved.

   2. Datto PSA: Ticket Webhook

      1. Note: Ensure that webhooks are enabled as per Rewst Documentation.

   3. Halo PSA: New Ticket Record.

4. Click the Criteria tab.

5. Click + Add Criterion. Add your trigger criteria.

The trigger is now active and will capture data when a new ticket is submitted. This screen is listening for your ticket records to be saved, and will show you live results as they come in.

Test the trigger with a PSA ticket

To see the trigger in action follow the below steps

Create a test ticket

• In your PSA system, create and classify a new ticket with desired criteria.

• Submit the ticket.

• You should see the ticket record appear in Rewst.

Once the ticket is visible in Rewst, click the pause button to stop more tickets from coming in while you're building your trigger criteria.

Select criteria

Find and click the values in the ticket you want as trigger criteria. They will have their corresponding path entered into the Trigger Criteria on the right.

Finalize and implement trigger criteria

Save your criteria

• After selecting all desired criteria, click Save then Close.

• Your trigger criteria are now set and visible.

Apply criteria to workflows

• Copy these criteria values.

• Paste them into other workflows you are configuring.