> ## Documentation Index
> Fetch the complete documentation index at: https://university.triggr-app.com/llms.txt
> Use this file to discover all available pages before exploring further.
# PSA ticket automation (Hawk)
> Watch your HaloPSA, ConnectWise PSA or Autotask tickets and start a Studio workflow when a ticket matches a condition.
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.
You need View Hawk to open Settings > Hawk and Edit Hawk to change it, and your PSA's Base Configuration connected: [HaloPSA](/integrations/halopsa), [ConnectWise PSA](/integrations/connectwise-psa) or [Autotask](/integrations/autotask).
## Turn on Hawk
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.
Click **Test Connection**. Connection Test Failed shows the PSA's error.
Click **Enable**. Hawk picks up tickets created from now on; with ConnectWise PSA and Autotask, tickets updated from now on too.
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.
## Create a watcher
This example starts a workflow for every new ticket that asks for a password reset.
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.
```js theme={null}
_.includes(_.toLower(ticket.summary), "password reset")
```
Enter a unique **Name** and click **Create Watcher**.
Click the link icon (**Link Workflows**) on the watcher's row, then + next to each workflow it should start. Links save straight away.
New watchers start Disabled: click the play icon (**Enable Watcher**) on its row.
## 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.
```js theme={null}
// HaloPSA: one client
ticket.client_name === "Acme Corp"
// ConnectWise PSA: new tickets on one board that mention a password reset
_.get(ticket, "board.name") === "Service Desk" &&
_.get(ticket, "status.name") === "New" &&
_.includes(_.toLower(ticket.summary), "password reset")
// Autotask: several keywords in the title
/password|locked out|unlock/i.test(ticket.title || "")
```
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.
## 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:
| PSA | Variable Name | Value |
| - | - | - |
| HaloPSA | `haloId` | `{{ ctx.params.client_id }}` |
| ConnectWise PSA | `connectwiseId` | `{{ ctx.params.company.id }}` |
| Autotask | `autotaskId` | `{{ ctx.params.companyID }}` |
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](/studio/workflows/triggers).
## 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.
Tickets lists the tickets Hawk has stored; click one for its Ticket Payload.
Analysis shows automation ideas from your ticket history, run by the Triggr team on request; you Accept, Dismiss or Mark Implemented each recommendation.
## 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.
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