Skip to main content
The agent can change only the fields you select in the tool’s settings, and Neo handles each PSA’s rules for those fields, such as the status that belongs to a ticket’s board.

​
What It Does

When enabled, the agent can update each field you select in the tool’s settings. It cannot change any other field. The tool also handles PSA rules for you:
  • 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.
Neo records each field the agent changes, with its new value. The public API returns these records for a run (GET /public-api/executions/{execution_id}/field-update-audit).

​
How to Use

  1. Enable the tool on your agent.
  2. In its settings, select the fields the agent may change.
  3. In your instructions, say when to change each field.

​
Example Instructions

​
Compared with the PSA API tool

The PSA API tool can also write ticket fields, limited by its Tickets permission. This tool adds the PSA rules above, and it is the only way to limit an agent to certain fields on ServiceNow and Syncro.