PSA Workflows
PSA Workflows is the module for automation triggered by changes inside your PSA. You configure an event subscription to choose which events start the automation and which action steps run. For example, a ticket status change can start an automation that sends a notification or updates another system.
Use PSA Workflows when the trigger you care about is a change inside the PSA itself, rather than an inbound email, a form submission, or a scheduled time.
When to Use PSA Workflows
- You want a follow-up action every time a ticket moves to a specific status.
- You want to cross-post ticket activity into Slack, Teams, or an external system when a ticket is created or updated.
- You want to keep other systems in sync with PSA state (for example, push asset changes to a CMDB).
- You want automation that runs only when the PSA's own notification system is the source of truth.
If the trigger is an inbound email, see Email Processing. If it is a schedule, see Scheduled Tasks. If it is a visitor submitting a form, see Forms.
How It Works
A PSA-triggered automation has three parts:
| Part | Purpose |
|---|---|
| Event source | The PSA that sends events (Autotask, ConnectWise, or HaloPSA), selected through the subscription's connection. |
| Event filter | The subscription's expression decides which events start the automation. If the expression is empty, every event from the chosen source starts it. |
| Action steps | The ordered work the automation performs when a matching event arrives. Available actions depend on your subscription and the event trigger. |
The event's details are ready to use
When a matching event arrives, the automation's action steps can read the event's details in variables named after your PSA (autotask, connectwise, or halo), such as {{autotask.ticket.id}}. Each step can save its results in {{custom.name}} for later steps to use.
Every matching event appears in History
The automation's action steps run in order, and the run appears in History with the event trigger type. The history entry shows whether the run completed or failed. See Exceptions and Retries for what happens on failure.
Variables Available in PSA Workflows
| Variable group | Set by | Purpose |
|---|---|---|
autotask / connectwise / halo | System | The event details from your PSA. The variable name matches your PSA. |
meta | System | Processing run, event, and subscription details (meta.history.id, meta.event.source, meta.event.type, meta.subscription.id, and so on) |
custom | You | Working data within the automation |
Full details: Variables.
The Console
Click Apps in the top bar, then select the PSA Workflows module. The current console labels it Workflows, Workflows for Autotask, Workflows for ConnectWise, or Workflows for HaloPSA, depending on your PSA. Use its sidebar to open:
- Home: landing page with a snapshot of your PSA-triggered automations.
- Rules: list, create, and edit event subscriptions and their action steps.
- Events: review every event your PSA sent, and the automations it started.
- Executions: review each automation run, with the full execution log.
To try an automation against a real event without waiting for a new one, open Events and click Replay on a past event. Every currently active event subscription checks the event again, and each matching automation runs again, so its action steps make real changes again.
Typical Patterns
Status-change follow-up
- The event filter matches tickets where
statusjust changed to a specific value. - Action list fires a notification, updates another field, or triggers an external system.
Cross-system sync
- The event filter matches any change to a specific entity type (for example, Configuration Items).
- Action list pushes the change to an external CMDB or sync destination.
Audit trail
- The event filter matches every event.
- Action list writes a line to an external log system for long-term auditing.
Start Here
- Core Concepts: how triggers, action steps, and variables work together.
- Expression Builder: filter which events start each automation.
- Variables: complete reference for
meta,custom, and PSA event variables. - Actions library: action reference for building your automation. Your subscription determines which actions you can use.