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PSA Catalog

PSA Catalog displays synchronized classification choices for your configured service scopes.

  1. Review Catalog Sync, its status, Last Refreshed, and displayed counts.
  2. Select Sync Now to refresh the catalog. The page states that it also syncs automatically daily at 4 AM UTC.
  3. Select the configured board, team, or queue in the cached catalog area when multiple scopes are available.
  4. Expand the available classification entries:
    • ConnectWise and Autotask display Type, Subtype, and Item trees.
    • HaloPSA displays Ticket Types and the Category 1 Tree.
  5. With ConnectWise or HaloPSA, review the SLA Priority Matrix if present. It displays automatically mapped information and is read-only. With Autotask, PSA Catalog shows an editable Priority Matrix instead.

Read any notice beside the catalog, including limitations on the categories displayed for a selected scope. Apart from the Autotask Priority Matrix, this page is for syncing and inspecting catalog information.

Autotask Priority Matrix

Section titled “Autotask Priority Matrix”

Autotask has no impact and urgency settings that ZenTop Triage can read, so with Autotask the PSA Catalog shows an editable Priority Matrix. Triage uses it to choose each ticket’s Autotask priority. Until the matrix is saved, triage leaves the Autotask priority unchanged.

  1. In the grid of impact (High, Medium, Low) against urgency (High, Medium, Low), select a priority for every cell. Each cell starts at Choose….
  2. Under Plan-within time, optionally enter the minutes within which work should start for each priority you used. Dispatch prefers technicians who can start inside this window. A blank value uses 480 minutes.
  3. Select Save priority matrix. It can only be saved once every cell has a priority.
  4. Select Sync Now in Catalog Sync to apply the plan-within times to dispatch.

Companies

Section titled “Companies”

The companies table lists every company cached from your PSA, active or not, with its types and status. Included shows whether ZenTop Triage counts it as a client under the client company types selection. When a company is missing from pickers or search, check its row: either your PSA marks it inactive, or its type is not selected.

Sync Now and the daily 4 AM UTC sync refresh this table. To refresh only the companies, select Refresh in the table. Search by name, identifier, type, or status, and filter to included or excluded companies.