Creating a ticket

The MSP wants to be able to create a new ticket in Acronis PSA.

Preconditions

  • Partner must have Acronis PSA enabled.

Note

If Acronis PSA is not enabled for this partner, the event should be shown in the pulldown list, but be shown as disabled.

Input fields

Field

Value

Mandatory

Ticket title

String

Mandatory

Billable
One of:

  • Yes

  • No (default)

Not mandatory

Email to customer
One of:

  • Yes

  • No (default)

Not mandatory

End-user

One from a list of end-users in Acronis PSA.

Not mandatory

Customer name

One from a list of customers in Acronis PSA.

Not mandatory

Phone number

Text string

Not mandatory

Superior

Text string

Not mandatory

Priority

One from a list of priorities in Acronis PSA.

Mandatory

SLA

One from a list of SLAs in Acronis PSA.

Mandatory

Support agent

One from a list of agent users in Acronis PSA.

Mandatory

Category

One from a list of categories in Acronis PSA.

Not mandatory

Support group

One from a list of user groups in Acronis PSA.

Not mandatory

Status

One from a list of statuses in Acronis PSA.

Mandatory

Billing activity type

One from a list of billing types in Acronis PSA.

Mandatory

Schedule ticket
Either:

  • No

or

  • Date

  • Time

  • Duration in hours and minutes

Not mandatory

Ticket notes

Text string

Not mandatory

Ticket updates

Text string

Not mandatory

Post conditions

  • A ticket is created in Acronis PSA, and the integration returns the ticket.