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 send.....an e-mail, or a Slack message, or a Teams message though, 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.

1. Navigate to Data Sources -> 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 it from the PSA Integration menu
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6. Click Submit, and you're done! MSP Process is now going to ingest ticket-related data from your PSA every 5 minutes.

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 Data -> Data menu:

Configuring a Notification:

1. Open the Notifications module:
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2. Click the Create button
3. Give this Notification a name (suggestion: Notify on Ticket Status Changes), and choose the Ticket Observer Data View:
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4. Open the Filter section, and find the StatusName field; click on the + sign on the right-hand side:
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5. Click on the + sign to choose from the list of Statuses that MSP Process has observed:
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6. Select the status you want to get notified on, and click the > button to save your selection. The Filter section should now look like this:
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7. 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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8. 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, or specifying that a Notification Group (i.e. whoever is on-shift at that time). Also, configure the text message that is to be sent:
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9. Click Update when everything has been configured
10. 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.