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Project Linking

PSA integrates with The One Projects to connect support tickets to project work. This lets you track project-related time through PSA's ticketing system while maintaining visibility into project milestones and budgets.

Linking a Ticket to a Project​

When a ticket is part of a larger project (e.g., a server migration, office move, or infrastructure upgrade):

  1. Open the ticket detail view
  2. In the right panel, find the Project field
  3. Search for and select the project from The One Projects
  4. Optionally select a specific project phase or milestone
  5. The ticket now shows a project link badge, and the project shows this ticket in its task list

Creating a Project from a Ticket​

When a support request turns into a project:

  1. Open the ticket
  2. Click Actions → Create Project
  3. PSA opens The One Projects with pre-filled information from the ticket (subject, description, client)
  4. Configure the project details (phases, milestones, budget, team)
  5. The original ticket links to the new project automatically

Viewing Project Context from PSA​

When a ticket is linked to a project, the ticket detail shows:

  • Project name and status — current phase, percent complete
  • Milestone timeline — upcoming and completed milestones
  • Budget status — hours budgeted vs. hours logged
  • Related tickets — other tickets linked to the same project

This context helps technicians understand where their ticket fits in the larger effort.

Time Tracking on Project Tickets​

Time logged on project-linked tickets flows to both systems:

  • In PSA — the time entry appears on the ticket and in the technician's timesheet
  • In Projects — the same time entry counts toward the project budget and milestone tracking
  • In Invoicing — billable time on project tickets flows to invoices like any other billable time
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Time entries are not duplicated. A single entry in PSA is referenced by Projects for budget tracking. Edit the time entry in PSA and the change is reflected in Projects automatically.

Project Billing​

For project-based billing:

  1. Log time on project tickets in PSA
  2. When the project phase completes (or on a recurring schedule), generate an invoice
  3. Select Create from Time Entries and filter by project
  4. The invoice shows project-related line items grouped by phase or milestone

For fixed-fee projects, create the invoice from the project contract instead of individual time entries.

Next Steps​