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Add Ticket Tag

This action adds a specified tag to one or more tickets or time entries within Autotask. It's a straightforward way to categorize or flag items in your PSA.

Why is it useful?

Quickly apply existing Autotask tags to tickets or time entries for better organization, filtering, and reporting without manual intervention.

info

This action is available only for Autotask.

What It Does​

  • Adds a pre-existing tag to the specified Autotask tickets or time entries.
  • Identifies the tag in Autotask based on the provided tag label.
  • Applies the identified tag to each ticket or time entry passed to the action.

How It Works​

1. Input Data​

The action takes a list of Autotask tickets or time entries and the exact label of the tag you want to add.

2. Tag Identification​

Neo looks up the tag ID in Autotask using the provided tag_label. If the tag doesn't exist in Autotask with that exact label, the action will fail.

3. Tag Application​

Once the tag is identified, Neo applies it to each ticket or time entry in the input list.

4. Output Structure​

The action outputs a success message to the Neo Dashboard Event History. It does not generate messages for MSP internal use (like ticket notes) by default to avoid clutter. It also consumes 0 credits. The output model is SimpleNotificationOutput.

Configuration Fields​

When you add the "Add Ticket Tag (Autotask only)" action to a workflow, you'll configure the following:

tag_label​

The exact label of the tag as it appears in Autotask that you want to add to the ticket(s) or time entry(s).

default_data​

The list of Autotask tickets or time entries to which the tag should be added. This is typically the output from a previous action, like "Find Entities".

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_dashboard​

A list of messages confirming the action's execution, intended for the Neo Dashboard. For example, "Success! Added tag [Your Tag Label]/[Tag ID] to tickets".

default_messages_for_msp​

This is typically empty as the action is designed not to create additional notes in the PSA by default.

credits_consumed​

The number of credits consumed by the action (always 0 for this action).

Use Cases​

1. Tagging Escalated Tickets​

  • Trigger: A ticket's priority changes to "Critical".
  • Action: Find Entities (to get the ticket).
  • Action: Add Ticket Tag with tag_label set to "Escalated".
  • Result: The critical ticket is automatically tagged as "Escalated" in Autotask.

2. Marking Tickets for Review​

  • Trigger: A ticket is closed.
  • Action: Find Entities (to get the closed ticket).
  • Action: Add Ticket Tag with tag_label set to "Pending QA Review".
  • Result: Closed tickets are tagged for a quality assurance review process.

3. Categorizing Time Entries by Project Phase​

  • Trigger: A time entry is created for a specific project.
  • Action: Find Entities (to get the new time entry).
  • Action: Add Ticket Tag with tag_label set to "Project Phase 1".
  • Result: Time entries are tagged according to their project phase for easier tracking and billing.

Best Practices​

  • Ensure the tag_label provided in the configuration exactly matches an existing tag in your Autotask environment. The action will fail if the tag cannot be found.
  • Use this action in conjunction with Find Entities to dynamically select tickets or time entries based on specific criteria.
  • Review the Event History to monitor the successful application of tags or troubleshoot any issues.
  • Since this action is Autotask-specific, ensure your workflow is intended for an Autotask environment.