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Ticket Type Classifier
The Ticket Type Classifier assigns the appropriate ConnectWise ticket type, subtype, and item based on ticket content.
What It Does
The processor automatically assigns the best-matching type, subtype, and item based on ticket content and the active options on your board. It ensures valid type/subtype combinations so classifications sync correctly to ConnectWise.
When enabled, the classification can be written back to the ConnectWise ticket automatically. The processor also supports reclassification when tickets are updated.
When to Use It
This processor is disabled by default and must be explicitly enabled. It is designed for organizations using ConnectWise PSA that want to automate ticket type classification, particularly when boards have many type/subtype options.
Configuration Options
| Option | Default | Description |
|---|---|---|
| Reclassify on update | Off | Re-evaluate when tickets are updated |
| Update ConnectWise | On | Write classifications back to ConnectWise |
| Excluded types | None | Type names the classifier should never select |
| Locked types | None | Types that should never be changed by reclassification |
Details
- Runs on: New tickets (and updated tickets if reclassification is enabled)
- Default State: Disabled
- Prerequisite: ConnectWise integration must be active with a valid board selected.
FAQ
Do I need to refresh Junto after changing ConnectWise ticket types, subtypes, or items?
No. Junto automatically fetches the available options from ConnectWise, including new options added after setup. You do not need to reconnect the integration or manually refresh the list.
Will changing the available options reclassify all existing tickets?
Updating the available options is separate from reclassifying existing tickets. The processor runs on new tickets. To re-evaluate existing tickets when they are updated, enable Reclassify on update. Changing the options alone does not trigger a bulk reclassification of existing tickets.