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Update Ticket With Form Link - Generic Crate

If you’re new to Crates, read through our introductory Crate documentation here. Find the Crate in our Crate Marketplace.

What does the Update Ticket With Form Link - Generic Crate do?

This Crate will allow you to provide a variable configuration— via trigger variable— or input configuration— via workflow input— at runtime, with the name of a form you would like to use to update single or multiple tickets.

How the Crate works

  • This Crate uses PSA ticket triggers to receive ticket updates and update the ticket with a note containing a link to the specific form.

  • This Crate uses trigger criteria to determine what ticket updates to take actions on.

Crate prerequisites

Before unpacking this Crate, you'll need to have your PSA successfully integrated with Rewst. This Crate works with the following PSAs:

Unpack the Update Ticket With Form Link - Generic Crate

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

  2. Search for Update Ticket With Form Link - Generic.

  3. Click on the Crate tile to begin the unpacking process.

  4. Click Unpack Crate.

  5. Click Continue.

  6. Notice that there are multiple accordion menus, each pertaining to a separate brand of PSA. By default, each PSA's triggers will be defaulted to off. Click to expand your relevant PSA's accordion menu.

  7. Toggle Enabled to on. If desired, add any trigger criteria or integration overrides.

  8. Click Unpack.

Now, you'll need to go to the workflow unpacked with the Crate and set up your trigger variables.

If you do not have a trigger variable configured before running the workflow in the Crate, the workflow will not run. Trigger variable configuration is a necessary part of this workflow's success.

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

  2. Search for [REWST - PROCESS] PSA: Update Ticket With Form Link - Generic.

  3. Click on the workflow to open it in the Workflow Builder Canvas.

  4. Click to edit your trigger.

  5. Update your trigger variable under the Trigger Variables submenu. Enter the name of the form you would like to provide a link to in the Form Name field

    Form interface labeled “Trigger Parameters” and “Trigger Variables.” Under “Trigger Parameters,” there are two required fields: “Level,” set to “Owner,” and “Object ID,” set to “1.” Both fields include descriptions explaining their purpose and turquoise refresh icons on the right. Under “Trigger Variables,” there is a required “Form Name” field set to “[REWST – EXAMPLE] Rewst: Example Form,” with a note stating it is an overrideable field. The interface has a dark background with white text and gray input boxes.

  6. Recommended: Add trigger criteria that limits what tickets the workflow will run for when the trigger kicks off based on criteria you define. This could be criteria such as board, queue, type, subtype, item, etc.

  7. Click Submit.

If you would like to use this Crate for several forms, you'll need to create a separate trigger instance for each form. See our documentation for how to create and update triggers here. Repeat the above steps 1-6 for each of the forms you wish to use with the Crate.

Example ticket update

Updates to the ticket will have a body similar to the below, with a valid link to the form:

To initiate the [REWST - EXAMPLE] Rewst: Example form for this request, please use this form.

Organization variables associated with this Crate

For more on organization variables and how to use them, see our org variable documentation here.

Organization variables not found in our standard organization variables documentation, such as the ones listed below. are typically system variables that are handled by integration mappings.

If you haven't done so already, we recommended that you run the Configure Organization Variables Crate, which will help you set org variables that are relevant to you and your customer's environments.

  • cw_manage_company_id

  • datto_bill_ticket_time

  • datto_note_type

  • default_psa

  • default_ticket_subcause

  • no_ticket_time

  • psa_all_notes_internal

  • psa_default_tech_id

  • psa_default_tech_workrole

  • psa_default_tech_worktype

  • psa_default_ticket_category

  • psa_default_ticket_cause

  • psa_default_ticket_status

  • psa_default_ticket_subcategory

  • psa_default_ticket_subcause

  • psa_default_ticket_urgency

  • psa_halo_ticket_outcome_completed_task

  • psa_no_ticket_time

  • psa_ticket_status_completed_task

  • psa_ticket_status_waiting_input

  • superops_client_id

  • superops_site_id

  • time_entry_ticket_status

Got an idea for a new Crate? Rewst is constantly adding new Crates to our Crate Marketplace. Submit your idea or upvote existing ideas here in our Canny feedback collector.

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