[Feature] PSA Integration (ConnectWise / Autotask) #63

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2026-02-10T16:00:25Z

chihlasm commented

2026-02-10 16:00:25 +00:00

(Migrated from github.com)

Summary

Direct API integration with PSA tools (ConnectWise, Autotask, Kaseya BMS, HaloPSA). When a session completes, one click pushes formatted documentation directly into the ticket. Start sessions FROM a ticket (pull ticket number, client name, issue description automatically).

Why

This is the #1 adoption barrier. The current workflow breaks at the last mile — engineer copies export text, switches to PSA, pastes. Every extra click is a reason to skip ResolutionFlow. Direct PSA integration makes the tool frictionless AND positions it inside the tool engineers already live in.

Bi-directional Flow

PSA Ticket → Start Session (auto-populate context)
     ↓
Troubleshoot in ResolutionFlow
     ↓
Complete Session → Push Documentation to PSA Ticket
     ↓
Time Entry → Sync session duration to PSA time entry

Implementation Notes

Phase 1: One PSA (whichever Michael's MSP uses)

OAuth2 integration for PSA authentication
"Push to Ticket" button on session completion
Field mapping: export content → ticket notes/description
Time entry sync: session duration → PSA time entry

Phase 2: Pull from PSA

"Start from Ticket" — enter ticket number, pull client name + description
Suggest relevant tree based on ticket content (pairs with #62)

Phase 3: Additional PSAs

Abstract integration layer for multiple PSA providers
ConnectWise, Autotask, Kaseya BMS, HaloPSA

Key Risks

PSA APIs are notoriously painful and poorly documented
Each PSA has different data models and auth flows
Rate limits and API versioning
Start with ONE PSA to validate the pattern

Acceptance Criteria

OAuth connection to at least one PSA
"Push to Ticket" button on completed sessions
Documentation pushed to correct ticket
Time entry created in PSA from session duration
(Phase 2) Start session from PSA ticket number

Sources

.claude/docs/ai/resolutionflow/10x/session-1.md — Massive Opportunity #2
docs/plans/2026-02-04-feature-ideas-brainstorm.md — Idea 1 future enhancement
Phase 4 roadmap in CLAUDE.md

Blocker

Need to know: Which PSA does Michael's MSP use? This determines which integration to build first.

Priority

Explore — biggest strategic move, high effort, start with one PSA

## Summary Direct API integration with PSA tools (ConnectWise, Autotask, Kaseya BMS, HaloPSA). When a session completes, one click pushes formatted documentation directly into the ticket. Start sessions FROM a ticket (pull ticket number, client name, issue description automatically). ## Why This is the **#1 adoption barrier**. The current workflow breaks at the last mile — engineer copies export text, switches to PSA, pastes. Every extra click is a reason to skip ResolutionFlow. Direct PSA integration makes the tool frictionless AND positions it inside the tool engineers already live in. ## Bi-directional Flow ``` PSA Ticket → Start Session (auto-populate context) ↓ Troubleshoot in ResolutionFlow ↓ Complete Session → Push Documentation to PSA Ticket ↓ Time Entry → Sync session duration to PSA time entry ``` ## Implementation Notes ### Phase 1: One PSA (whichever Michael's MSP uses) - OAuth2 integration for PSA authentication - "Push to Ticket" button on session completion - Field mapping: export content → ticket notes/description - Time entry sync: session duration → PSA time entry ### Phase 2: Pull from PSA - "Start from Ticket" — enter ticket number, pull client name + description - Suggest relevant tree based on ticket content (pairs with #62) ### Phase 3: Additional PSAs - Abstract integration layer for multiple PSA providers - ConnectWise, Autotask, Kaseya BMS, HaloPSA ## Key Risks - PSA APIs are notoriously painful and poorly documented - Each PSA has different data models and auth flows - Rate limits and API versioning - Start with ONE PSA to validate the pattern ## Acceptance Criteria - [ ] OAuth connection to at least one PSA - [ ] "Push to Ticket" button on completed sessions - [ ] Documentation pushed to correct ticket - [ ] Time entry created in PSA from session duration - [ ] (Phase 2) Start session from PSA ticket number ## Sources - `.claude/docs/ai/resolutionflow/10x/session-1.md` — Massive Opportunity #2 - `docs/plans/2026-02-04-feature-ideas-brainstorm.md` — Idea 1 future enhancement - Phase 4 roadmap in CLAUDE.md ## Blocker **Need to know:** Which PSA does Michael's MSP use? This determines which integration to build first. ## Priority **Explore** — biggest strategic move, high effort, start with one PSA

chihlasm commented

2026-03-21 15:24:36 +00:00

(Migrated from github.com)

Completed — ConnectWise PSA integration is fully built (ticket linking, note posting, member mapping, auto-push with retry scheduler). Autotask integration tracked separately in the roadmap.

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Reference: chihlasm/resolutionflow#63