PSR (Process Still Running)

PSR, Process Still Running, pauses work on a ticket so a technician can quickly work another and come back. It is meant for moving to something more urgent, or to lunch or an incoming call, when the ticket is not finished.

What PSR does

When a technician puts a ticket in PSR with its PSR button:

• they are asked for a new schedule record to return to the ticket;
• the work so far is saved: notes and an email draft are saved to ConnectWise in a time entry;
• the timer stops and the session’s schedule record is ended and marked done;
• the ticket’s status moves to its PSR status, and the ticket stays docked in MTX;
• the Availability board and the Time Machine show the ticket as PSR for the technician.

Work resumes only when the technician clicks the ticket’s PSR tab or Work on Ticket. A ticket already in PSR cannot be put into PSR again.

Under the One Ticket Method, starting another ticket puts the current one into Auto PSR instead, which saves nothing to ConnectWise until the technician returns.

Time entries and PSR

A PSR session is an extension of the MTX session, not a new piece of work. How its time is recorded depends on two settings in Time Entries (how):

• With Reduce Time Entry Creation on, there is one time entry per ticket, per technician, per day.
• With it off, PSR Continues Time Entry decides whether returning from PSR adds to the earlier time entry or starts a new one.

Neither Require Notes for Billable Time nor Require Notes for Time Entries holds up PSR.

Company settings

Setting	Effect
PSR	Off (not recommended) removes the PSR option. The change may not take effect until the following day.
PSR Limit	How many tickets a technician may hold in PSR at once: Unlimited by default, or 1 to 6. Nilear recommends 2 or 3.

Both are in Settings, My Tickets, MTX Interface.