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Put a ticket in PSR

PSR (Process Still Running) pauses a ticket you will come back to soon: while a backup runs, while you wait for a call back, or when something more urgent comes in. It is available under both working ticket methods. See PSR for the full story.

Put a ticket in PSR

Section titled “Put a ticket in PSR”
  1. In the working view, click PSR, on the Working Notes or the Email step.
  2. In Set Follow-up Schedule to Return to Ticket, choose when you will return: the Day, the Hour, the Minute, the Duration and a Reminder. Times in shows the time zone; Other… chooses another.
  3. Click Commit PSR.

The Set Follow-up Schedule to Return to Ticket window: Day Monday or Tuesday, Times in Member / Mine, Hour from 6a to 11p, Minute, Duration from a quarter hour to 8 hours, Reminder, and the Cancel and Commit PSR buttons.

MTX then:

  • saves your work so far: your notes and draft email are saved to ConnectWise with a time entry;
  • stops the timer and ends the session’s schedule record;
  • moves the ticket to Process Still Running;
  • creates the follow-up schedule you chose;
  • keeps the ticket’s tab, labelled PSR, and takes you back to your home tab.

The Availability board and the Time Machine show the ticket as in PSR for you.

Resume

Section titled “Resume”

Click the ticket’s PSR tab, or Work on Ticket in its summary. The ticket returns to In Progress and your timer runs again.

  • Under the One Ticket Method, resuming a PSR ticket while another ticket is in progress puts that other ticket in *PSR.
  • Under the Classic Method, you cannot resume a third ticket while two are in progress: MTX warns Two Tickets Already In Progress and stays where you were.

Auto PSR (*PSR)

Section titled “Auto PSR (*PSR)”

Under the One Ticket Method, starting work on another ticket puts the one in progress in *PSR automatically. Unlike PSR:

  • your notes and draft email are not saved to ConnectWise until you return to the ticket;
  • MTX creates a future schedule record for it;
  • it resumes by itself when you wrap up, PSR or abort the newer ticket, unless you unticked Resume Auto PSR tickets automatically in MTX Preferences > Working Ticket Method.

Limits

Section titled “Limits”

Your company may limit how many tickets each technician can hold in PSR. Once you reach it, starting work on another ticket while one is in progress is refused until you finish or resume one.