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Hawk checks your PSA every minute for new tickets (with ConnectWise PSA and Autotask, updated ones too) and starts the workflows linked to a watcher whenever a ticket matches its condition.

PSA ticket automation: switch Hawk on, test a password reset watcher on imported HaloPSA tickets, link the workflow it starts and read its logs (1:27).

You need View Hawk to open Settings > Hawk and Edit Hawk to change it, and your PSA’s Base Configuration connected: HaloPSA, ConnectWise PSA or Autotask.

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Turn on Hawk

1

Set your PSA

If the status card shows Set Default PSA, click it and choose your PSA (the org-wide Default PSA that ticket steps also use). Once it’s set, the card shows your PSA instead.
The Hawk page with a Disabled status, a yellow Set Default PSA button, Test Connection and Enable buttons, and a Hawk is disabled panel with an Enable Hawk button.
The Set Default PSA dialog offering ConnectWise Manage, HaloPSA and Autotask, with a Cancel button.
2

Test the connection

Click Test Connection. Connection Test Failed shows the PSA’s error.
The Connection Test Successful dialog for HaloPSA showing 5 tickets fetched and a Sample Tickets table with ID, Summary, Client, Contact and Created columns.
3

Enable Hawk

Click Enable. Hawk picks up tickets created from now on; with ConnectWise PSA and Autotask, tickets updated from now on too.
4

Import some history (optional)

Click Import History, choose a Time Period and click Import Tickets. Imported tickets are for Run Preview only; they never start workflows, even when they change later.
The Import Historical Tickets dialog explaining that imported tickets will not trigger any watchers, with Time Period set to 24 hours and Cancel and Import Tickets buttons.

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Create a watcher

This example starts a workflow for every new ticket that asks for a password reset.
1

Write the condition

Click New Watcher, type a JavaScript condition and click Run Preview; Matching should list the tickets you expect. Click a field under Ticket Fields, or a line of the Selected Ticket Payload, to insert it.
The New Watcher editor: a Reference panel listing HaloPSA ticket fields and helper functions, a Condition (JavaScript) editor checking whether the lower-cased summary includes password reset, a Live Preview with Matching (2), Not Matching (3) and All (5) tabs and the selected ticket's payload, and Name and Description fields with a Create Watcher button.
2

Name it and save

Enter a unique Name and click Create Watcher.
3

Link a workflow

Click the link icon (Link Workflows) on the watcher’s row, then + next to each workflow it should start. Links save straight away.
The Link Workflows dialog for the Password reset requests watcher with one linked workflow and an Add Workflow search listing workflows with plus buttons, and a Done button.
4

Turn the watcher on

New watchers start Disabled: click the play icon (Enable Watcher) on its row.
The Hawk page showing Enabled with HaloPSA, Last poll: Just now, Test Connection and Disable buttons, the Watchers, Tickets and Analysis tabs, and the Password reset requests watcher with 1 workflow, Enabled status and edit, logs, link, pause and delete icons.

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Write conditions

A condition is one JavaScript expression that’s true for tickets to act on. ticket is the ticket as your PSA returns it, so field names differ by PSA: copy them from Ticket Fields or from a ticket’s Ticket Payload on Tickets.
Helpers: _.get(obj, path, default), _.includes, _.isEmpty, _.toLower and _.toUpper. Prefer them to ticket.summary.toLowerCase(), which fails when the field is missing. A condition can’t see your Triggr clients; check the client in the workflow.

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What the workflow receives

Each linked workflow starts once per matching ticket, even when Inactive (unlink it or disable the watcher to stop it), with:
  • ctx.params: the whole ticket, such as {{ ctx.params.summary }}.
  • ctx.metadata: source (hawk), watcherId, watcherName, psaType, psaTicketId and hawkTicketId.
The run has no client. Start with Search For Client (Property: Variable) on your PSA’s mapping variable and the ticket’s client ID field, then Set Client By ID with the client it finds: Check the client ID field against a ticket’s Ticket Payload on Tickets, and add a Condition after the search so tickets from unmapped clients finish cleanly. For other ways to start workflows, see Triggers.

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Check what happened

Click the document icon (View Logs) on a watcher: each ticket shows Matched, Not Matched or Error, and the IDs of the runs it started, which you find on Executions.
The Watcher Logs dialog for Password reset requests listing five tickets with Matched or Not Matched status and 1 or 0 workflows triggered, with the first row expanded to show a workflow execution ID.
Tickets lists the tickets Hawk has stored; click one for its Ticket Payload.
A HaloPSA ticket, #48217 Password reset for Sam Taylor, showing its Ticket Payload JSON including id, summary, details, status_id, client_id 12 and client_name Acme Corp.
Analysis shows automation ideas from your ticket history, run by the Triggr team on request; you Accept, Dismiss or Mark Implemented each recommendation.

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FAQ

Click Set Default PSA, choose your PSA, then click Enable again.
Fill in every field of the PSA’s Base Configuration, then click Test Connection.
The watcher must be Enabled with a linked workflow, and Hawk only judges tickets that arrive while it is. Imported tickets never start workflows.
Each watcher judges each ticket once, so match tickets as they look when first logged.
Hawk turns off after 10 failed checks in a row (the status card shows the last error) or when the Default PSA changes. Fix the cause, check it with Test Connection, then click Enable; it picks up where it left off.
The ticket counts as not matched and its log shows Error. Use _.get and _.toLower for fields that may be missing, and avoid loops.
Seven days after it last fetched them, with their watcher logs.
No. Settings > Tickets sets the email address for the support ticket Triggr raises when a workflow fails.