Use Case:

You want to notify your technicians, with a text message, when a ticket's status changes - for example, to an "Escalated" status.

This KB article will guide you through what you need to setup; if you want to be notified for any other specific details observed in a ticket by sending an e-mail, a Slack message, or a Teams message, the same steps apply.

Ingesting Ticket Data From Your PSA:

For ConnectWise or Autotask, you'll setup an App Bot that will query your PSA every 5 minutes for ticket updates.

For HaloPSA, you'll configure HaloPSA to send a webhook event to MSP Process whenever a ticket changes status. Click here for the KB article that outlines those steps, and skip to the Configuring a Notification portion of this article.

1. Navigate to Monitor and Notify > App Bots
2. Click the Add New button
3. Give the App Bot a name - such as Ticket Observer
4. Choose the Autotask or ConnectWise ticket observer (depending on which PSA you use)
5. The App Bot needs to know how to communicate with your PSA: choose the existing API connection from the PSA Integration menu
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6. Click Submit, then in the Data View Creation pop-up that appears, check the link to app bot option, and then click the Create button.

Viewing the Data From Your PSA:

If you're curious to see what data we've been ingesting from your PSA, you can see it from the Monitor and Notify > Data menu and selecting the appropriate Data View:

Configuring a Notification:

1. Open the Notifications module (Monitor and Notify > Notifications):
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2. Click the Create button
3. Give this Notification a name (for this example, we will create a notification for Ticket Status Changes to In Progress), and choose the Ticket Observer Data View:

1. Open the Filter section, and find the StatusName field; click on the + sign on the right-hand side:
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2. Click on the + sign to choose from the list of Statuses that MSP Process has observed:
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   • Note: If we have just created the app bot and relevant data view, we may have yet to ingest any payloads - in this case either enter the Status Name(s) manually, or wait 5 minutes for the next sync.
3. Select the status (or any other relevant field) you wish to be notified on, and click the > button to save your selection. The Filter section should now look like this:
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4. Scroll to the bottom of the Notification; click on SMS to enable that output, and then click on the "gear" icon to configure it:
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5. Configure who should receive the text message, either by manually typing in their phone number, choosing one of your technicians from the drop-down menu, selecting the assigned technician mobile number field, or specifying a Notification Group (see this article for Notification Group Setup). Also, configure the text message that is to be sent:
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   • Note: You may include any details specific to the payload observed by clicking the + next to the message field.
6. Click Update when everything has been configured
7. Click Create to finish creating the Notification
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Congratulations! You've configured MSP Process to send your technician a text message whenever the status of a ticket is changed to a specific value. Using the steps outlined above, you can create any other notifications tied to other filters which you can specify in their own notification rules.