Webhooks

Webhooks allow external PSA tools and ticketing systems to automatically create incidents in CasePack. Each webhook provides a unique URL that accepts POST requests.

Overview

• Webhooks are tenant-scoped — each tenant manages its own webhook configurations
• Requires tenant Owner or CasePack Admin permissions to manage webhooks
• Availability depends on your plan

If your plan doesn’t include webhook management, you’ll see an upgrade prompt. See Licensing & Access States.

Supported Providers

Provider	Mapping
ConnectWise	summary → title, board.name → description, severity derived from priority.name or severity.name
HaloPSA	summary → title, details → description, severity derived from priority_name
Autotask	title → title, description → description, severity derived from priority (1=Critical, 2=High, 3=Medium, 4+=Low)
Generic	title → title, description → description, severity → severity. Fall-through for custom integrations.

Creating a Webhook

1. Navigate to Webhooks in the sidebar
2. Click “New Webhook”
3. Fill in:
   • Name — Display name (e.g., “ConnectWise Production”)
   • Provider — Select: ConnectWise, HaloPSA, Autotask, or Generic
4. Click “Create”
5. Copy the generated webhook URL — this is the endpoint to configure in your PSA tool

Important: The webhook URL contains a secret token. Treat it like a password.

Webhook List

The webhook list shows all configured webhooks for the tenant:

Column	Description
Name	Display name
Provider	ConnectWise, HaloPSA, Autotask, or Generic
URL	Webhook endpoint (click to copy)
Created	When the webhook was created

How It Works

1. Your PSA tool sends a POST request to the webhook URL
2. The CasePack API receives the payload and identifies the provider
3. The payload is mapped to incident fields (title, description, severity)
4. A new incident is created in the webhook’s tenant
5. The incident appears in the incident list

Payload Example (Generic)

{
  "title": "Suspicious login activity",
  "description": "Multiple failed login attempts from IP 192.168.1.100",
  "severity": "high"
}

Testing a Webhook

Use curl to test a webhook:

curl -X POST https://your-instance/api/v1/webhooks/{id}/ingest \
  -H "Content-Type: application/json" \
  -d '{"title": "Test incident", "description": "Test description", "severity": "low"}'

Tips & Best Practices

• Name webhooks descriptively (include the source system and environment)
• Test with a simple curl command before configuring your PSA tool
• Use the Generic provider for custom integrations
• One webhook per source system per tenant keeps incidents organized
• Webhook URLs are secret — rotate if compromised by creating a new webhook

Related Features

• Incidents — Webhook-created incidents appear in the list
• Audit Log — Webhook activity is logged