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Write to PSA

The Write to PSA group of actions are responsible for making changes directly within your Professional Services Automation (PSA) system, such as ConnectWise or Autotask. These actions typically follow Smart Actions, taking the insights and decisions generated by the AI and applying them to your PSA records.

What It Does​

Write to PSA actions allow NeoAgent to:

  • Update Ticket Fields: Modify standard and custom fields on tickets. This includes changing status, priority, type, sub-type, assigned technician, due dates, or any other UDF/custom field based on the output of previous actions (e.g., Update Ticket Fields).
  • Update Time Entry Fields: Adjust details on time entries, such as marking them as billable/non-billable or updating work type (e.g., Update Time Entry Fields).
  • Add Notes: Append internal notes, resolution details, or customer-facing communications to tickets. These notes often contain summaries or messages generated by Smart Actions (e.g., Add Ticket Note).
  • Assign Tickets: Change the primary resource or technician assigned to a ticket, often based on recommendations from a Ticket Dispatch AI action (e.g., Assign Ticket to Technician).
  • Manage Ticket Lifecycle: Create new tickets based on specific criteria or merge duplicate/related tickets (e.g., Create New Ticket, Merge Ticket).
  • Add Tags (Autotask specific): Apply relevant tags to tickets for better organization and reporting (e.g., Add Ticket Tag).

How It Works​

  • These actions receive structured data from preceding workflow steps, which dictates the specific changes to be made. For example, an Update Ticket Fields action might receive a list of fields and their new values from a Ticket Triage AI action.
  • NeoAgent then securely interacts with your PSA's API (e.g., ConnectWise REST API, Autotask Web Services) to perform the requested updates.
  • All operations are logged, ensuring that changes are auditable and traceable within NeoAgent's Event History and often within the PSA's audit trail itself.
tip

Use Write to PSA actions carefully, especially when they modify critical ticket information or status. It's a good practice to first use an Add Ticket Note action to observe the AI's recommendations before enabling actions that directly update fields. This allows you to verify the AI's behavior and fine-tune your workflow logic.

Common Write to PSA Actions​

  • Update Ticket Fields: Applies changes to various ticket attributes based on prior analysis.
  • Add Ticket Note: Adds an internal or resolution note to a ticket, often containing AI-generated summaries or messages.
  • Assign Ticket to Technician: Assigns the ticket to a technician, typically one suggested by an AI dispatch action.
  • Create New Ticket: Generates a new ticket in your PSA, often used in scenarios like re-opening resolved issues or splitting tasks.
  • Merge Ticket: Consolidates duplicate or related tickets into a single record.

These actions are crucial for closing the automation loop, translating AI-driven insights into tangible updates within your core operational tools.