Classic UI guide. For current instructions, see Creating PSA tickets (New UI) on the ScalePad Help Center.

Classic UI reference

PSA tickets can be created directly in Lifecycle Manager for compatible integrations.

Currently, this feature is supported by these integrations:

• Autotask

• ConnectWise Manage (requires specific API permissions)

• Halo PSA

PSA tickets can be created from Action Items, Assessment Items, or Initiatives. Read on for steps on how to find the option to create PSA tickets.

Creating PSA tickets from action items on the Client Dashboard

1. Hover over Home in the top navigation bar and click Clients.
2. Click the Client name to open their Client Dashboard.
3. In the upper right of the dashboard, choose the Action Items tab.
   
    
4. Click the action item you want to create a PSA ticket from.
   
    
5. Click the Create Ticket button.
   
   
   Alternatively, hover over the action item in the list and click the Create Ticket button.
   

The Create PSA Ticket modal will open, allowing you to add details to the ticket.

Creating PSA tickets from action items on the Global Action Items page

1. Hover over Global in the top navigation bar and click Action Items.
2. Use the filters at the top of the page to find the action item you want to create a PSA ticket from.
3. Click the + symbol in the PSA ticket column.
   

Creating PSA tickets from Assessment Items

1. From the Client’s Dashboard (Home > Clients > Select Client), click Assessments in the left navigation panel. 
    
2. Click the assessment name containing the item you want to create a PSA ticket from.
   
    
3. In the Assessment item, click the Create Ticket button.
   

If the assessment item has remediation tips, they are automatically added to the ticket description so the technician working the ticket can see how to resolve the issue.

PSA tickets can also be created by clicking 'Take action on results' at the bottom of any complete or in-progress assessment.

Click the + symbol under PSA Ticket to create a new PSA ticket from the assessment item.

Creating PSA tickets from Initiatives

1. From the Client’s Dashboard (Home > Clients > Select Client), click Roadmap in the left navigation panel.
    
2. Click the initiative you would like to create a PSA ticket from.
    
3. Click Create PSA Ticket.
   

Populating the PSA ticket form

1. After clicking the option to create a new PSA ticket using any of the options above, the Create PSA Ticket form opens.
    
2. Enter ticket details:
   1. Due Date (ConnectWise Manage) - Optionally choose a due date and time for the ticket. The date is set on the ticket when it is created in ConnectWise Manage. Autotask tickets use the required Ticket Due Date field instead.
   2. Service board - Choose the Service board this ticket will belong to in your PSA.
   3. Ticket Status - The status of the ticket.
   4. Ticket Type - Choose the ticket type to be assigned to this ticket in your PSA.
   5. Ticket Subtype - Choose which subtype will be assigned (if applicable).
   6. Ticket Item - Choose the item type to be assigned (if applicable).
   7. Title/Summary - Enter a title for the PSA ticket (This defaults to the title of the Action item, Assessment item, or initiative the ticket is created from).
   8. Description - Enter a description for this PSA ticket. When the ticket is created from an Assessment item that has remediation tips, the description is prefilled with them under a Remediation tips: heading. You can edit the text before saving.
      
      
       
3. Once complete, click Save.

After a few moments, the PSA ticket will be created. You can access it directly from Lifecycle Manager by clicking the PSA ticket number.

Linking and reusing PSA tickets

If the item is already linked to a PSA ticket, Lifecycle Manager reuses that ticket link instead of creating a duplicate. You can also link an existing PSA ticket when the work is already being tracked in your PSA.

Detaching a PSA ticket removes its association with the item in Lifecycle Manager. It does not delete or close the ticket in your PSA.

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