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Branch preview: Sending template answers to PSA fields is part of an unreleased update. The screenshot shows sample data from an earlier build and will be replaced with a production capture after release.
A ticket template’s answers always go into the PSA ticket description. With a field’s PSA mapping, MSPortal also writes the answer to a ticket UDF (user-defined field) in your PSA, so technicians can filter, report and run workflows on it. A common use is recording who a request is for, separately from who submitted it. Audience: MSP staff who edit ticket templates.

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Before you start

  • Your role needs the write or manage Tickets settings permission (Settings > Tickets). Seeing the list of UDFs also needs Tickets settings access.
  • Ticket delivery must use ConnectWise, Autotask or Halo PSA. Syncro has no ticket UDFs, so the mapping does not appear for it.
  • Create the UDF in your PSA first, as a free-text field on tickets. In Halo PSA, add it to the ticket type the template uses, or Halo drops the value.
  • MSPortal reads the list of UDFs from your PSA once a night. A UDF you just created appears after the next sync.

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Map a field to a UDF

1

Open the template

Go to Settings > Tickets > Templates and open the template, or click New Template.
2

Expand the field

Under Sections & Fields, click the field row to open its editor. The PSA mapping sits on one row with Short label for tickets and Default Value. Its label names your PSA: Autotask PSA field, ConnectWise Manage field or Halo PSA field.
3

Pick the UDF

Open the PSA field and choose the UDF. Not sent keeps the answer out of every UDF. The help under it reads “Writes this answer to a ticket UDF in Autotask PSA. When several fields share a UDF, the first one answered fills it.”
4

Optional: fall back to the submitter

Once a UDF is picked, Use the submitter’s name when no field fills it appears. Turn it on to write the submitter’s name to the UDF when no field mapped to it has an answer.
5

Save the template

Click Save Template. The mapping applies to tickets created from the template after you save.
Ticket template field editor with Short label for tickets, an Autotask field set to SurveyEmail, and Default Value on one row, with Use the submitter's name when no field fills it checked.

Branch preview with sample data: a dropdown field mapped to an Autotask UDF, with the submitter fallback on. This earlier build labels the control Autotask field; the release reads Autotask PSA field.

Not every field type can be mapped. Label (display text), Embedded Template, PSA Classification, File Upload, File Attachment and Screenshot fields have no PSA field. The PSA field also stays hidden while your PSA has no free-text ticket UDFs.

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What gets sent

When several fields map to the same UDF, the first one in the form that has an answer fills it. If none has an answer and one of them has Use the submitter’s name when no field fills it on, the UDF gets the submitter’s name. The mapping applies to every ticket created from the template: from the form on Tickets > New Ticket, the AI assistant, the browser extension, and requests released after approval. Only free-text ticket UDFs are offered. Dropdown, number, date, IP address, password, phone and URL UDFs are left out of the list.

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Example: record who a request is for

A client wants each ticket to show the employee who needs help, even when a manager or colleague submits it. Set up a “Requested For” text UDF in your PSA, then map two fields to it.
1

Add a user picker

Add a User field labelled “Select the employee who needs help”. Map it to Requested For.
2

Add a text fallback

Below it, add a Text field labelled “Name of the employee”, for people not yet in the list. Map it to Requested For as well.
3

Cover "this is for me"

On either field, turn on Use the submitter’s name when no field fills it. A requester asking for themselves can leave both fields empty.
4

Save and test

Click Save Template, then submit a test request for a company you use for testing. Check the Requested For UDF on the new PSA ticket.
The picker comes first in the form, so it wins when both fields are answered. To record who submitted the ticket as well, set the Requester field in Ticket Defaults to a separate UDF, such as “Submitted By”.

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Requester field and template mappings

The Requester field in Settings > Tickets > General > Ticket Defaults writes the submitter’s name to one UDF on every ticket a person creates through MSPortal. Templates cannot change it, so:
  • The template editor does not offer that UDF.
  • A field mapped to it before it became the Requester field shows “name (records the requester, from Ticket Defaults)”. The submitter’s name fills that UDF. Pick another UDF for the field, or choose Not sent.
Requester field list in the Autotask Ticket Defaults card, offering Not recorded, Submitted By and Requested For.

Branch preview with sample data: Submitted By records the requester, which leaves Requested For free for template fields.

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Troubleshooting

Ticket settings

Record the requester in a PSA field

How to create a ticket template

Fields, conditions, routing and access

Ticket description layout

Short labels for answers in the ticket description

Integrations

Connect and sync your PSA