PSA: Update Ticket with User Offboard Links Crate

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

This Crate is our newest version of an older Crate which was called Add Rewst Form Link to Offboarding Request Tickets. That Crate is now deprecated. New Rewst users should only unpack this version of the Crate. Previous Rewst users are recommended to remove the older version of the Crate and unpack this Crate.

What does the PSA: Update Ticket with User Offboard Links Crate do?

Our PSA: Update Ticket with User Offboard Links Crate filters and detects tickets that are created or updated that match the set trigger criteria, and inserts a clickable link for the User Offboarding Form into the ticket. Capture all actions for compliance and security tracking, while identifying if the ticket already has the generated ticket note.

Crate prerequisites

Before unpacking this Crate, you'll need to successfully complete your PSA integration with Rewst. This Crate works with any of the following PSAs:

• HaloPSA

• Kaseya BMS

• Freshdesk

• ConnectWise PSA

• Datto Autotask PSA

Unpack the PSA: Update Ticket with User Offboard Links Crate

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

2. Search for Add Rewst Form Link to Offboarding Request Tickets.

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

4. Click Continue.

5. Expand each of the sections under Configure Triggers to toggle Enabled to on for your desired PSA triggers. By default, all available PSA triggers are disabled.

6. You may also set activation to adhere to trigger criteria, or for integration overrides.

7. Click Unpack.

8. Set your criteria.

9. Enter your Time Saved.

10. Click Unpack.

Test the Crate

Create a dummy ticket in your PSA to make sure the Crate behaves as expected.

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

• user_offboard_form_default_trigger_id - set to the value of a trigger ID of the form you want added to the ticket note

• user_offboard_form_name

• psa_offboarding_user_ticket_type

• psa_offboarding_user_ticket_subtype

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