New Ticket Alerts to Teams

Name: New Ticket Alerts to Teams
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Author: Free N8N

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IT Operationsalertsautomationconnectwisemicrosoft teamsredisticketing

Alerts the Dispatch team via Microsoft Teams when new tickets are created in Connectwise.

About This Workflow

This workflow automatically monitors Connectwise for new service tickets that match specific criteria (status and board). It then filters out tickets that have already been processed and consolidates them by company and site before sending a formatted alert to a designated Microsoft Teams channel. It also logs processed ticket IDs in Redis to prevent duplicates.

Key Features

Scheduled Monitoring: Triggers at regular intervals (every minute between 8 AM and 4 PM, Monday to Friday).
New Ticket Retrieval: Fetches new tickets from Connectwise based on status and board filters.
Duplicate Prevention: Uses Redis to store and check processed ticket IDs, preventing repeated alerts.
Data Aggregation: Combines tickets belonging to the same company and site into a single message.
Formatted Alerts: Sends rich HTML messages to Microsoft Teams, including ticket summaries and company details.
Error Handling (Implicit): Standard n8n error handling mechanisms will apply.

How To Use

Schedule Trigger: Configure the Schedule Trigger node to define the frequency of ticket checks. The current setting */1 8-16 * * 1-5 runs the workflow every minute between 8 AM and 4 PM, Monday to Friday.
Get New Tickets: The Get New Tickets node fetches tickets from Connectwise. The URL and query parameters should be reviewed and adjusted if your Connectwise setup or desired filters differ.
- clientId: Ensure this is correct for your Connectwise API integration.
- credentials: Configure your Header Auth account for authentication.
Add Filterable Parameter: The Add Filterable Parameter node preprocesses the fetched tickets. It ensures the ticket id is a string and adds a FilterOnThis field, which is used for filtering.
Query Database: The Query Database node checks Redis to see if the ticket ID has already been processed. It uses the ticket id from the previous node as the Redis key.
- credentials: Configure your Redis-Dispatch credentials.
Filter Out Tickets that have already been sent: The Filter Out Tickets that have already been sent node acts as a merge node. It compares the incoming tickets (input1) with the tickets retrieved from Redis (input2) using fuzzy matching on FilterOnThis and Tickets. The joinMode: 'keepNonMatches' ensures that only tickets not found in Redis are passed through.
Combine like Companies: The Combine like Companies node (a Code node) aggregates tickets. It groups tickets by siteName and companyName and combines their summaries into a single string with HTML line breaks (<br>). Ensure the paths to siteName, company, recordType, id, and summary in the jsCode are accurate for your Connectwise data structure.
Log in Redis: The Log in Redis node stores the ID of each newly processed ticket in Redis using the set operation. This marks the ticket as having been sent.
- credentials: Configure your Redis-Dispatch credentials.
Teams to Dispatch: The Teams to Dispatch node sends the aggregated ticket information to Microsoft Teams.
- chatId: Ensure this is the correct chat ID for your dispatch team's channel.
- message: The HTML message format can be customized. {{ $json.ticketType }}, {{ $json.tickets }}, and {{ $json.companyName.name }} are placeholders for data from the Combine like Companies node.

Apps Used

alerts

automation

connectwise

microsoft teams

redis

ticketing

Workflow JSON

{
  "id": "bdacec91-f6de-42da-8ab0-e9243fb1bc45",
  "name": "New Ticket Alerts to Teams",
  "nodes": 27,
  "category": "IT Operations",
  "status": "active",
  "version": "1.0.0"
}

Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.