PSA Resource Requests Overview

PSA resource requests enable you to request resources from PSA that can then be assigned to playbook tasks in Customer Success Cloud. Requesting resources from PSA is useful when you want to assign resources from outside of Customer Success Cloud to tasks that are in their area of expertise. For example, you require a consultant to deliver additional capability for a customer that is not part of a project.

PSA resource requests are created from playbook records. To request resources from PSA, you must have a Customer Success Cloud project set up in PSA. This is because the Customer Success Cloud project's details are associated with all PSA resource requests created in Customer Success Cloud. When you create the request, you must select the playbook tasks to which you want to assign the resources.

Apart from individual playbook tasks, you can also find consolidated playbook tasks that are consolidated based on the role and overlapping or adjacent dates. If you select a consolidated task, a single resource request is created for all the playbook tasks that make up that consolidated task. You cannot create PSA resource requests if there are no playbook tasks requiring resources, or if the Resource Role and Hours fields are not populated on the playbook task record.

The consolidation of the playbook task is configurable. If you do not want to consolidate playbook tasks , you can disable it through the Disable Playbook Task Consolidation field in the Customer Success Cloud – PSA Connector Resource Management custom settings.

Notes:
  • Playbook tasks without a role and hours are not consolidated.
  • Resource requests are not created when task hours exceed the average 24 hour daily limit.
  • The default value for the Disable Playbook Task Consolidation field is false, so ensure you select it to disable consolidation.

When you create a PSA resource request for a playbook task, a resource request is created in PSA. The resource request and the playbook task are linked.

When a PSA resource is assigned to the resource request:

  • A Customer Success Cloud resource record is created for the PSA resource if it does not already have one.
  • A playbook task assignment is created on the playbook task. This assignment is linked to the related assignment record in PSA.

For information on the permissions and set up required to request resources from PSA, see Setting up Customer Success Cloud – PSA Connector.