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customizing-psa-ticket-triggers.md

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Customize 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

Create the workflow

In the Rewst platform:

  1. Navigate to Workflows > Create.
  2. Enter a workflow name, like My First Webhook Trigger.
  3. Click Submit to proceed to a blank workflow creation screen.
  4. Add a single no-op action to the canvas. Name it BEGIN. Click Publish to save your workflow. No other actions are needed, as you'll just be working with triggers.
  5. Click Add Trigger at the top of your workflow builder.

Create the trigger

  1. Name your trigger.
  2. Toggle Enable on.
  3. Choose the trigger type relevant to your particular PSA ticket system:
    1. ConnectWise PSA: Ticket Record Saved.
    2. Datto PSA: Ticket Webhook
      1. Note: Ensure that webhooks are enabled as per Rewst Documentation.
    3. Halo PSA: New Ticket Record.
  4. Click on the graph button under the Trigger Criteria section.

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.

{% hint style="info" %} 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. {% endhint %}

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 Save then Close.
  • 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.