[REWST - PROCESS] PSA: Create Ticket

This workflow functions as a universal PSA ticket creation utility that intelligently routes ticket creation requests to the appropriate PSA system (ConnectWise, Datto, Kaseya BMS, Halo, Freshdesk, or ServiceNow), serving as a foundational building block for any automation that requires ticket generation. MSPs will find this particularly valuable for scenarios requiring consistent ticket creation across varied triggers—such as RMM alerts, client portal submissions, email-to-ticket conversions, or scheduled maintenance tasks—without needing to build PSA-specific logic into each automation. Technically, the workflow determines the target PSA platform, passes standardized ticket parameters to the appropriate PSA-specific subworkflow, and returns a normalized response that can be leveraged by parent workflows, creating a vendor-agnostic approach to ticket management that remains functional even if the MSP changes PSA platforms.

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'