Customizing PSA Ticket Triggers
Introduction
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.
Getting Started with Trigger Setup
Navigate to Workflow Creation
Go to Rewst.
Select
Workflows>Create.Enter a workflow name, like
Trigger Criteria Finder.Click
Submitto proceed to a blank workflow creation screen.Add a single no-op action to the canvas, name it
BEGINand then clickPublishto save your workflow. (No other actions are needed, as we will just be working with triggers.)
Accessing Trigger Configuration
Click the lightning bolt icon at the top to Add Trigger.
Setting up the Trigger
Name & Enable your trigger.
Choose the trigger type relevant to your PSA ticket system:
ConnectWise PSA:
Ticket Record Saved.Datto PSA:
Ticket Webhook(Ensure webhooks are enabled as per Rewst Documentation).Halo PSA:
New Ticket Record.
Under
Trigger Criteria, select the graph icon.
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.
Testing the Trigger with a PSA Ticket
To see the trigger in action follow the below steps
Creating 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.
Selecting 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.
Finalizing and Implementing Trigger Criteria
Saving Your Criteria
After selecting all desired criteria, click
SavethenClose.Your trigger criteria are now set and visible.
Applying Criteria to Workflows
Copy these criteria values.
Paste them into other workflows you are configuring.
Conclusion
This process allows for precise control over when your workflows are triggered, enhancing the automation's effectiveness. Experiment with different criteria to tailor your workflows to specific needs.
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