ConnectWise PSAInstall

Summary

Manage alert tickets in ConnectWise PSA by deduplicating based on alert ID and alert name, associating them with a company and service board, and automatically opening, updating, resolving, or reopening tickets based on alert status and configurable conditions.

Inputs

• company (required) — Select the company to associate the alert ticket with, using the company list or an expression to specify the ID.
• alertName (required) — Provide the alert category name used to group and deduplicate tickets.
• alertId (required) — Specify the unique identifier for the alert entity to detect duplicates and correlate tickets.
• alertSuccess (required) — Set a boolean indicating alert status: false to open or update a ticket (failure state), true to resolve a ticket (success state).
• board (required) — Choose the service board where the ticket will be created or updated, selecting from a list or specifying by expression.
• failStatus — Optionally set the ticket status to apply when the alert indicates failure.
• successStatus — Optionally set the ticket status to apply when the alert indicates success.
• priority — Set priority level for new tickets by selecting from options or specifying an ID or name expression.
• summary (required) — Provide the ticket summary, which will be trimmed intelligently to 100 characters if necessary.
• failMessageDetailed — Detailed failure message used for initial ticket description and failure notes.
• successMessageDetailed — Detailed success message used for resolution notes.
• internalNote — Boolean to mark all notes as internal if true.
• failMessageShort — Optional short failure message used when reopening tickets or adding notes.
• successMessageShort — Short success message to add to notes upon alert success.
• reopenClosedTicket — Boolean to control whether closed tickets should be reopened on new failure alerts.
• reopenSameBoardOnly — If reopening is enabled, restrict reopening only to tickets on the original service board.
• reopenStatus — Status to assign when reopening a closed ticket; defaults to failure status if unspecified.
• reopenTicketMaxAge — Limit reopening to tickets created within this specified time frame (e.g., '15 days').
• reopenTicketLastUpdateAge — Limit reopening to tickets updated within this time frame.
• maxComments (required) — Maximum allowed comments on a ticket before updating the last comment instead of adding new ones to prevent PSA performance issues.
• appendPreviousNote — Whether to append alert messages to the previous note rather than creating a new comment.
• appendPreviousNoteTimeframe — Defines how recent a note must be to be appended rather than creating a new one.
• appendPreviousNoteOnlyIfLastNote — Append to note only if it is the last note and was created by automation.
• prependToNote — If appending to notes, add new content at the top (recommended to keep timestamps descending).
• configAttachment — Options to auto-attach configuration details filtered by configuration types, MAC address, IP address, or hostname with options to skip ticket creation if not found or append configuration details to ticket description.
• previewMode — Enables a dry run mode performing no changes, useful for testing workflows.

Output shape

a ticket object reflecting the created, updated, resolved, or reopened ticket in ConnectWise PSA

This operation handles ticket deduplication and consolidation based on alert identifiers and status. It can create new tickets, reopen or update existing ones with configurable behaviors and attachments. Preview mode performs a dry run without changes.

Examples

Example 1: Open a new alert ticket for a company with failure status

Provide company, alert name and ID, alertSuccess as false, select board and failStatus, set priority and summary, include failMessageDetailed for ticket description

Example 2: Resolve an existing alert ticket when issue clears

Use the same company, alert name and ID, set alertSuccess to true, specify successStatus, and optionally successMessageDetailed to add notes upon resolution

Example 3: Automatically reopen closed tickets on new failure

Enable reopenClosedTicket with appropriate board and reopenStatus, set limits on ticket age and last update as needed, configure note appending preferences to consolidate alert notes

Links

• n8n community nodes installation guide