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This is a Triggered workflow designed for tickets that need scheduled attention rather than immediate pickup.

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How it works

  • Selects a technician using your assignment rules
  • Books the entry on the selected technician’s PSA calendar, linked to the ticket, with the duration and description you set
  • Assigns the ticket and leaves an internal note

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Setup

1

Create the workflow

Name it “Assign Technician - Adding Schedule Entry” and set the type to Triggered.
2

Configure filters

Target boards/queues and priorities where scheduling is preferred (e.g., low/medium priority).
3

Add Dispatch Ticket

Choose a technician pool. Enable workload balancing and calendar checks.
4

Enable Add schedule entry

There is no separate schedule entry action. Turn on the Add schedule entry option on the same Ticket Dispatch action — it is available for ConnectWise, Autotask, and HaloPSA. Set duration (e.g., 60–90 minutes), add a clear subject, and include the ticket number in the entry.
5

Add Ticket Note and Assign Ticket

Explain that the ticket was scheduled and assigned automatically.

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Best practices

  • Route urgent tickets to immediate assignment recipes instead