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17.4. Configure Ticket Routing and Execution for Service Requests
Decide what happens when a client submits an AlgaPSA service request. Route it to a ticket with the right board, priority, and ITIL impact and urgency, or trigger a workflow.
The Execution section controls what happens when a client submits the request. Most requests create a ticket; the routing settings make sure that ticket lands on the right board with the right priority and details.
Ticket Routing Configuration:
Under Ticket Routing Configuration, set where submissions are filed:
- Board: The ticket board the request is created on.
- Status: The starting status for the new ticket.
- Assigned User: Optionally assign the ticket to a specific technician (leave as Not assigned to route by board).
- Category: The ticket category to apply.
- Priority: The ticket priority, either set it directly, or let AlgaPSA calculate it (see below).
- Title Field Key: Which form field supplies the ticket's title.
- Description Prefix: Text added to the start of the ticket description, ahead of the client's answers.
Click Save Ticket Routing to apply.
Boards, statuses, priorities, and categories are defined in Settings — see 10.4. Ticketing Settings.
Setting Priority Directly or by Impact and Urgency:
You can choose the Priority outright, or have it calculated from two ITIL factors:
- Impact: How widely the issue affects the business, from 1 – High (critical business function affected) to 5 – Low (no business impact).
- Urgency: How time-sensitive it is, from 1 – High (work cannot continue) to 5 – Low (work continues normally).
When you select both, AlgaPSA shows the resulting Priority (Calculated) from the combination of impact and urgency.
Triggering a Workflow Instead:
For more advanced automation, a request can run a Workflow rather than (or in addition to) creating a ticket. In Workflow Configuration you provide the Workflow ID and an input mapping that passes form answers into the workflow. This is an advanced option — see 15.1. What Workflow Automation Does for MSPs for background on workflows.
Advanced: The editor also exposes Advanced Form Behavior and Visibility Configuration sections for power users who need custom form logic or visibility rules. Most requests don't need these — the defaults work out of the box.
With routing in place, you're ready to go live in 17.5. Publish and Manage Service Requests.