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The agent changes one ticket field per call, and Neo applies each PSA’s rules for that field, such as the status that belongs to a ticket’s board. This tool is not in the agent builder’s tool list: Neo adds it to the agent from the PSA’s Tickets permission group.

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How the agent gets it

Neo adds Update Ticket Fields to an agent when your PSA’s Tickets permission group is at Read / Write. You set the group on the agent’s Tools & Settings tab, under your PSA’s permissions. Neo removes the tool when Tickets is Read Only or Disabled, or when the group’s Fields list allows no field this tool writes (for example, only Tags or Due Date on Syncro, or only Budget Hours on ConnectWise). Read / Write on Tickets also lets the agent create tickets and make other ticket writes through the PSA API tool. Set Tickets to Read / Write only for an agent that may write tickets.

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Which fields it can change

The Fields selector on the Tickets permission group is the one field list for ticket updates. It limits this tool and the PSA API tool’s ticket updates in the same way:
  • All fields (the default) sets no limit.
  • A selection allows only those fields. When the agent asks for any other field, Neo changes nothing and tells the agent which fields it may change.
The selector shows your PSA’s own field names, such as Status, Priority and Board on ConnectWise, or State, Assignment Group and Caller on ServiceNow.

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Approval

When Require technician approval is on for the Tickets group, each field change from this tool waits for a technician’s approval, as other ticket writes in that group do. See where approval can be required.

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What it adds over a direct PSA write

The PSA API tool can write the same fields. Update Ticket Fields adds the PSA rules a direct write misses:
  • Status by name: the agent gives a status name, and Neo finds the right status for the ticket’s board or queue.
  • ConnectWise board moves: when a ticket moves to another board, Neo keeps its Type, Subtype and Item where the new board has them.
  • Halo: a team change does not remove the assigned technician.
  • Autotask: Neo adds the role that Autotask requires when the agent changes the assigned resource.
  • ServiceNow: Assigned To must be a member of the ticket’s Assignment Group, as in ServiceNow’s form. To assign someone outside it, the agent changes the Assignment Group to one they belong to first.
  • Autotask tags by name: the agent gives the label of an existing, active tag, and Neo finds the tag and adds it to the ticket. The ticket keeps its other tags. A label that matches no tag changes nothing.

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Clearing a field

The agent can also empty a field, for example to take the contact off a ticket before it closes it. It can clear most fields that the Remove Ticket Fields action clears, such as the contact, the assigned resource and the source, and on Autotask the contract, issue type, sub-issue type, configuration item, due date and resolution. An agent that cannot tell what fixed a ticket can empty a placeholder resolution and leave the field blank. A field the ticket must keep, such as the status, the company or the title, cannot be cleared: the agent sets another value instead. The agent also cannot clear a ConnectWise configuration or a Halo asset. The Tickets group’s Fields selector and approval apply to a clear as to any other change. When a call changes nothing, the tool tells the agent why, so the agent does not report the change as done. For example, a field with options, such as the company, needs one of those options, and a Halo team change that would remove the assigned technician is not made. On Halo, Neo also reads the ticket that Halo sends back after the write. Halo can accept a change and still keep the old value. When Halo keeps another value in a standard field that takes an option, such as the ticket type, status, team, agent, priority or category, the tool tells the agent that the change was not made and gives the value Halo kept. Custom fields and text fields, such as the summary, do not get this check. Each call appears in the Audit Log. Neo also records each field the agent changes, with its new value, and the public API returns these records for a run (GET /public-api/executions/{execution_id}/field-update-audit).

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How to Use

  1. On the agent’s Tools & Settings tab, set your PSA’s Tickets permission group to Read / Write.
  2. In the group’s Fields selector, keep All fields or pick the fields the agent may change.
  3. Turn on Require technician approval on the group if a person should approve each ticket write.
  4. In your instructions, say when to change each field.

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Example instructions

Workflows have a separate Update Ticket Fields action with its own settings. This page covers the agent tool.