[REWST - PROCESS] PSA: Create Ticket

This workflow acts as a universal ticket creation tool that routes requests to the correct PSA system. It’s great for MSPs who need consistent ticketing across different triggers without hardcoding PSA-specific logic. It identifies the right platform, hands off the request to a matching subworkflow, and returns a standard response, making your automations flexible and vendor-agnostic even if your PSA changes later.

This workflow contains 12 tasks.

Inputs

• psa - string

  • Ability to override PSA. Set to organization varilable default_psa is not supplied

• board - string

  • PSA Board ID

• summary - string

  • Summary

• company_id - string

  • PSA Company ID

• contact_id - string

  • PSA Contact ID

• category_one - string

  • Set category 1 for Halo PSA

• category_two - string

  • Set category 2 for Halo PSA

• category_four - string

  • Set category 4 for Halo PSA

• child_company - string

  • Child Company ID

• contact_email - string

  • Contact Email

• category_three - string

  • Set category 3 for Halo PSA

• ticket_item_id - string

  • Item ID to attach ticket to

• ticket_type_id - string

  • Ticket Type ID

• ticket_priority - string

  • Ticket Priority

• ticket_subtype_id - string

  • TIcket Subtype ID

• initial_description - string

  • Initial description on ticket

• default_status_override - string

  • Override Ticket Status ID

Outputs

• automation_log: Standardized Rewst automation log

• ticket_id: Ticket ID of the created ticket.

• ticket_data: Ticket object turned from the PSA

Key tasks

• kaseya_bms_create_ticket: Creation/initialisation

• determine_provider: Core integration: noop

• begin: Core integration: noop

• freshdesk_create_ticket: Creation/initialisation

• cwpsa_create_ticket: Creation/initialisation

Jinja examples

Example 1

{{ - CTX.board - }}

Used in input parameter 'board'

Example 2

{{ - CTX.summary - }}

Used in input parameter 'summary'