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Audience: MSP staff. Viewing statuses needs Client Health read access. Changing a status, Purple or a review needs Client Health Write permission. Company users never see Traffic Light statuses. Traffic Light Review is an optional, manually assigned customer status. It sits beside the calculated health score and does not change it. An administrator turns it on and defines each status in Traffic Light settings. Your administrator decides which details each status requires, such as the reason, accountable owner, remediation plan and next review date.

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Change a customer’s status

  1. Open the company from MSP Tools > Client Health.
  2. In the Traffic Light panel, select Change status.
  3. Choose Green, Amber or Red. Expand Show criteria to check the status definition.
  4. Fill in the details. Required fields are marked, and the next review date defaults from the status’s review interval.
  5. Pick the Accountable owner and Approver from your staff list.
  6. Select Save status.
Every change is kept in the panel’s History. Technicians see the status and guidance on the company record, on tickets, and in your PSA if PSA banners are on.

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Return a customer to Green

  1. Select Change status and choose Green.
  2. Pick the Approver and enter a Rationale. Both are required.
  3. Select Save status.
The current Amber or Red details are cleared from the panel. They stay in the history, and the PSA banner is removed if the customer is not Purple.

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Set or remove Purple

  1. In the Traffic Light panel, select Set Purple, or Edit Purple when it is already on.
  2. Enter the reason, the Technician guidance and the exit criteria, then pick the owner.
  3. Select Set Purple or Save Purple.
To remove it, open Edit Purple, select Remove Purple, pick the Approver, enter a Rationale and confirm.

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Run the weekly review

Open MSP Tools > Client Health and select the Traffic Light Review tab. It lists every customer that is Amber, Red or Purple. Green customers don’t need routine discussion.
  • Use the tiles to switch between Needs attention, Review due, Red, Amber and Purple.
  • Review due shows customers whose next review is today or overdue.
  • Select a company to open its full record.
To record a review:
  1. Select Log review on the customer’s row, or in its Traffic Light panel.
  2. Answer the review prompts that apply. Your administrator sets these prompts.
  3. Set the next review dates, or leave them blank to keep the current dates.
  4. Select Log review.
Logging a review keeps the status as it is. Change the status separately when the review decides it should move.

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Where technicians see the status

  • Ticket details: a banner at the top of the ticket shows the status, reason and technician guidance.
  • Company record: the status badge sits in the header. Select it to read the guidance.
  • Client Health list: the Traffic Light column shows each non-Green customer’s status.
  • PSA: a Halo PSA pop-up note, an Autotask company alert, or a flagged ConnectWise company note, when PSA banners are on.

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FAQs

No. Staff assign every status by hand. The calculated health score is separate and unchanged.
Yes. Purple marks specialist handling and sits beside the Green, Amber or Red status.
They leave the panel but stay in the history, with the approver and rationale for the change.
When Traffic Light Review is on, the manual risk override is hidden so staff maintain one manual status. An existing override can still be edited or removed.
Changing a status needs Client Health Write permission. Ask your MSP administrator.
No. Traffic Light statuses and guidance are internal to your MSP.