PSA-Specific Workflows

The conventions of your PSA — boards, statuses, types, agreements, and SLAs, per platform.

Atera Workflow

Atera-synced desk playbook: ticket lifecycle, resolved-vs-closed nuance, contract types (retainer, block hours, monitoring, project), labor pricing.

Autotask Contract Categories

Read Autotask contract type at triage (recurring, block, retainer, T&M, fixed) to label covered vs billable and add burn-down notes on hourly deals.

Autotask Contracts Blocks

Autotask contract mechanics: block-hour burn tracking, retainer-threshold alerts, and exclusions, overlapping contracts, and expired-contract edge cases.

Autotask Merge Simulation

Autotask has no merge API: dedupe tickets via a 5-step manual sequence — verify, pick survivor, cross-note, carry history, complete the source last.

Autotask Queue Management

Autotask queue model: queues are work pools, not workflow containers — route by moving tickets between queues with correct ownership semantics.

Autotask Service Call Scheduling

Autotask Service Calls: know when work is a scheduled visit object vs a plain ticket, and follow dispatch scheduling conventions so calendars stay right.

Autotask SLA Workflow

Autotask SLA event model — First Response, Resolution Plan, Resolved — with clock-pausing statuses and breach-risk assessment for synced desks.

Autotask Ticket Categories

Classify Autotask tickets with configured Issue Type + Sub-Issue Type pairs and ticket category/type — never invent classification values not in the board.

CW Agreement-Aware Triage

ConnectWise Manage triage: read the client's CW agreement type at intake and route or label the work as covered vs billable before anyone touches it.

CW Configurations Assets

ConnectWise Manage configurations (assets): link tickets to the right config, follow the desk's config-type taxonomy, and flag stale or duplicate configs.

CW Project Tickets

Recognize ConnectWise Manage project tickets, understand the project → phase → ticket structure, and work within what Thread sees of the Projects module.

CW Service Board Conventions

ConnectWise Manage multi-board desks: pick which board work belongs on and execute cross-board moves without losing status, classification, or history.

CW Status Workflow Mapping

ConnectWise Manage status mapping: align Thread statuses with CW board statuses, take safe transitions, reconcile closed-in-CW-but-open-in-Thread drift.

CW Sync Lag Audit

Sweep Thread ↔ ConnectWise Manage divergence — status, owner, board mismatches — separate real drift from sync lag, and reconcile with CW as the master.

CW Time Entry Conventions

ConnectWise Manage time entries that survive sync: correct work role/type, deliberate billable flag, agreement application, and plain-text notes.

CW Type / Subtype / Item Classification

Classify ConnectWise Manage tickets with the three-level Type → Subtype → Item taxonomy using only values configured on the board — never invented ones.

Halo Actions & Workflows

HaloPSA actions and workflows beyond status changes: approval actions, multi-step workflows, and which action is valid at the ticket's current step.

Halo Agent Teams

HaloPSA team and section routing: team selects the pool, agent selects the person, and unassigned-within-team is a legitimate state — not an error.

Halo Recurring Tickets

HaloPSA recurring tickets and parent/child structures: work the generated instance, never the template, and respect parent/child closure rules on sync.

Halo SLA and Priorities

HaloPSA SLA and priority interplay: priority sets response and fix targets within the client's SLA, and configured hold statuses pause the clock.

Halo Status Actions

HaloPSA transitions run through configured Actions, not raw status edits — pick the action that fires the right status, note visibility, and notifications.

Halo Sync Audit

Sweep Thread ↔ HaloPSA divergence — especially the known pattern of statuses not carrying over — and reconcile toward Halo as the master system.

Kaseya BMS Workflow

Kaseya BMS-synced desks: navigate the status/queue/location model, respect the service-desk vs projects split, and audit Thread ↔ BMS drift regularly.

PSA Billing Cycle Prep

Month-end PSA billing readiness sweep: find unposted time, done-but-open tickets, and agreement anomalies before finance runs invoices — clean handoff.

PSA Closed Status Taxonomy

PSA closed-status taxonomy (ConnectWise, Autotask, HaloPSA): find every closed-family status leaking into open searches and maintain the exclusion list.

PSA Field Mapping Doc

Build and maintain a Thread ↔ PSA field-mapping cheat sheet — statuses, boards, priorities, classification values — from observed tickets, not assumptions.

PSA Migration Hygiene

PSA migrations (ConnectWise, Autotask, HaloPSA): enforce dual-running discipline — one master per phase, no orphaned tickets, clean cutover evidence.

PSA New Board Setup

New PSA board or queue setup checklist: statuses, ticket types, SLA mapping, and Thread View plus Flow implications so it syncs cleanly from day one.

PSA Note Visibility Rules

PSA internal-vs-external note semantics (ConnectWise, Autotask, HaloPSA) with a leak-prevention checklist — a wrong-visibility note goes to the client.

PSA Taxonomy Cleanup

Rationalize PSA ticket type/subtype/category sprawl: census real usage from tickets, propose merges and retirements, enforce migration discipline first.

PSA-Is-Master Reconciliation

Generic Thread ↔ PSA reconciliation pattern (ConnectWise, Autotask, HaloPSA): rule out sync lag first, then move Thread to match PSA, never the reverse.

Syncro Workflow

Syncro PSA-RMM idioms: tenant-configured ticket statuses, worksheets as embedded checklists, ever-running timer culture, and RMM alerts inside the desk.