How FlowPSA Works
FlowPSA is built so an operator, or an MCP agent, can open one ticket and answer five questions without changing tools:
- What is the work?
- Who owns the next move?
- What changed most recently?
- Which company, site, people, and endpoints are involved?
- What is the next action, and has the endpoint actually been fixed?
If one ticket view cannot answer those, the model is too vague.
In the examples, Acme MSP is the operator and Acme Corp is the client company, with sites Acme HQ and Acme Warehouse.
The objects
| Object | Owns | Does not own |
|---|---|---|
| Company | Relationship, agreement, billing rules. Maps to a FlowRMM client. | Endpoint inventory |
| Contact | People who can be emailed on the ticket and use the portal | Staff sign-in |
| Ticket | Reactive work: incidents, outages, degradations | Planned work orders and projects |
| Task | An assigned slice of a root, routed to a queue | A second ticket per team |
| Timeline event | Append-only history from people, agents, and FlowRMM | Comments that vanish |
| Link | Pointers to devices, alerts, actions, sessions, knowledge | A second asset database |
| Time entry | Minutes against the work, rolled up to the root | Payroll |
| Agreement | Included hours, rate, billing increment | Contract law |
| Invoice | A draft charge from approved time | Your accounting ledger |
The full work structure, including work orders, projects, change requests, and problem records, is in Tickets, Tasks, Changes & Projects.
People and agents
- People own judgment, trust, approvals, and relationships.
- Agents own bursts of execution, summaries, and repeatable steps.
- Both can be assigned to the same ticket and both write to the same timeline.
- Money and irreversible closure need a person.
Agents connect over MCP with whatever model you choose. There is no copilot add-on. See MCP & AI Agents.
Resolution is a record
Resolving a ticket writes a resolution that points at the summary, the FlowRMM action and session IDs that show who touched the endpoint, and the time that should bill. The business record contains the technical proof, not a note saying "fixed in RMM."
Who has to approve what
| Action | Needs a person? |
|---|---|
| Create a ticket or add an internal note | No |
| Add a customer-visible note | Yes by default, when an agent writes it |
| Assign an owner | No |
| Log time | No for operators; yes when an agent logs billable time |
| Resolve | Yes, unless a verified FlowRMM action already proves the fix |
| Post an invoice | Always, by a second person |
| Approve a change request | Always, by a second person |
These rules are enforced by one approval gate in the server, for the portal, the API, and MCP alike. The agent role cannot decide any approval.
Related guides
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