Customizing PSA ticket triggers
Last updated
Last updated
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.
Go to Rewst.
Select Workflows > Create.
Enter a workflow name, like Trigger Criteria Finder.
Click Submit to proceed to a blank workflow creation screen.
Add a single no-op action to the canvas, name it BEGIN and then click Publish to save your workflow. (No other actions are needed, as we will just be working with triggers.)
Click the lightning bolt icon at the top to Add 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.
To see the trigger in action follow the below steps
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.
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.
After selecting all desired criteria, click Save then Close.
Your trigger criteria are now set and visible.
Copy these criteria values.
Paste them into other workflows you are configuring.
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.
