Export PSA Ticket Overview to CSV Crate

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What does the Export PSA Ticket Overview to CSV Crate do?

When a form is filled out, generate a CSV Report of PSA tickets created between two dates. When the report is ready, a link to download it will be sent to the user who filled in the form.

How the Crate works

• The workflow is triggered via form submission.

• In the form, indicate your start and end date.

• A CSV file is generated in the required format, and sent to the user indicated in the form.

Workflow breakdown

1. The workflow begins with the START task using the noop action, which serves as the entry point for the workflow execution.

2. The check_input_psa task uses the noop action to validate the PSA system configuration by checking if a PSA is specified in the context variable or if a default PSA is set in the organization variables.

3. If no PSA is configured, the workflow transitions to the FAIL task using the noop action, which then leads to workflow termination.

4. When a valid PSA is found, the adjust_dates task uses the noop action to format the start and end dates by converting them to proper datetime strings with start date set to 00:00:00.000Z and end date set to 23:59:59.999Z.

5. The select_psa task uses the noop action to route the workflow to the appropriate PSA-specific data retrieval task based on the configured PSA system.

6. Depending on the PSA system, one of the following tasks executes to retrieve ticket data:

   • cw_psa_list_ticket_data task uses the [REWST - TASK] PSA-ConnectWise: List Ticket Data action for ConnectWise Manage

   • datto_list_ticket_data task uses the [REWST - TASK] PSA-Datto: List Ticket Data action for Datto Autotask PSA

   • freshdesk_list_ticket_data task uses the [REWST - TASK] PSA-Freshdesk: List Ticket Data action for Freshdesk

   • halo_list_ticket_data task uses the [REWST - TASK] PSA-Halo: List Ticket Data action for Halo PSA

   • kaseya_bms_list_ticket_data task uses the Retrieve Kaseya BMS Tickets by Date Range action for Kaseya BMS

7. If the PSA data retrieval fails, the workflow transitions to the FAIL task using the noop action and terminates.

8. Upon successful ticket data retrieval, the set_csv_data task uses the Set Variable action to convert the ticket data into CSV format by creating headers from the first row's keys and formatting all rows with proper CSV structure including quotes and line breaks.

9. The create_csv_webhook task uses the Create Webhook action to generate a temporary webhook URL that will serve the CSV data with appropriate headers, setting it to expire in 600 seconds and allowing only GET requests.

10. After webhook creation, two tasks execute in parallel:

    • The send_csv_in_email task uses the sendmail action to send an email notification to the user containing details about the export including date range, PSA system, time logging inclusion status, and a download link to the webhook

    • The await_webhook_get task uses the Await Webhook Request action to wait for someone to access the webhook URL to download the CSV file

11. Both parallel tasks eventually converge to the END task using the noop action, which marks the successful completion of the workflow.

Crate prerequisites

You must first successfully integrate your PSA with Rewst before unpacking this Crate. The Crate works with the following PSAs:

• ConnectWise PSA

• Datto Autotask PSA

• Freshdesk

• Halo PSA

• Kaseya BMS

• ServiceNow

Unpack the Export PSA Ticket Overview to CSV Crate

1. Navigate to Crates > Crate Marketplace in the left side menu Rewst platform.

2. Search for Export PSA Ticket Overview to CSV.

   

3. Click on the Crate tile to begin unpacking.

4. Click Unpack Crate.

5. Click Continue.

6. Note that you have the option to activate the Crate for all future organizations in addition to the current one. You may also set trigger criteria or integration overrides.

7. Click Unpack.

Use the Crate

Fill out the form

1. Navigate to Automations > Forms in the left side menu of your Rewst platform.

2. Search for [ROC] Organization Variables to CSV Form .

3. Click on the form name.

4. Click View Usages > View Direct URLs.

5. Click on the organization where you'd like to use the form.

6. Choose or enter the required information into its relevant field:

   1. PSA - leave this as DEFAULT

   2. Check Exclude Parent Organization (MSP) to exclude your parent organization from the report

   3. Check Include Time Logged to add this information to your report

   4. Filter the report to All Tickets, Only Open Tickets, or Only Closed Tickets

   5. Choose your Start Date and End Date for the report's date range

   6. Enter a number for Link Timeout

7. Click Submit. This will begin the generation and sending of the CSV, which may take several minutes depending on the amount of tickets specified in your timeframe.

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