Create or link PSA tickets in the new UI

Use PSA ticket links to hand off client work while keeping its Lifecycle Manager context. Before starting, configure a supported ConnectWise Manage, Autotask, or Halo PSA integration and map the client to the correct PSA company. Your Lifecycle Manager permissions and PSA API permissions must allow the operation.

1. Open the client work item. For a Task, open Tasks and select the Task. For an Initiative, open the client's Roadmap and select the Initiative. For an assessment, open the assessment and the relevant answered item.
2. Open the item's PSA Ticket link section or ticket action. In a Task drawer, add the section through + Add if needed.
3. Search and select an existing ticket if the PSA already tracks the work. Use the create-new option only when a new ticket is needed.
4. For a new ticket, review the title and description, then fill in all required fields supplied by the connected PSA. Boards, queues, statuses, types, contacts, agents, and due-date fields vary by provider.
5. Submit the form. Wait for the Pending state to finish, then open the ticket link to verify the record in the PSA.

Provider-specific fields

Use the choices returned by your integration rather than copying another provider's form. A contact or category may be required for Halo PSA. If Halo reports an invalid client, site, or user, select a valid contact and check the client's main site and General User configuration in Halo before trying again. If an assigned agent is unavailable, choose an available agent.

Review any prefilled assessment remediation text before submission. Only answered assessment items offer the relevant remediation workflow.

Pending, failed, and existing links

Ticket creation runs in the background. Pending means the request has been queued; it does not confirm that the external record is ready. An existing link is reused and prevents another ticket from being attached to the same item.

When a request errors or its outcome is unknown, inspect the PSA and reconcile an existing ticket before submitting another creation request. Detaching a ticket removes the association only; it does not delete or close the ticket. Detaching while Pending also does not cancel work already sent to the PSA.

If the form cannot load, check the integration connection, client mapping, available ticket fields, and your permissions. For the complete Task workflow, see About the Global Tasks page.

For the classic interface, see Creating PSA tickets — classic UI.

Need help? Contact ScalePad Support.