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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

Set the right Autotask Ticket Category on a new ticket, the one classification field Assistive AI auto-categorization does not cover. Fetches the desk's own category list every run.

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.