Summary

This workflow automates the bulk deactivation of all contacts for a specified company in the PSA (Professional Services Automation) system. Commonly used during client offboarding or contract termination, the solution retrieves all active contacts for the target company, validates the deactivation request, sets each contact to inactive status, updates related records, and generates a comprehensive audit trail. By automating this process, the workflow ensures complete contact deactivation, prevents orphaned active contacts, and maintains data integrity during client offboarding.

Usage

Prerequisites

Before using this workflow, ensure the following requirements are met:

1. PSA Integration: Configure PSA integration (ConnectWise Manage, Autotask, HaloPSA) with contact management permissions

2. Email Integration: For notifications

3. Organizational Variables:

   • psa_contact_deactivation_ticket_board: PSA board for bulk operations
   • psa_contact_preserve_primary: Keep primary contact active
   • psa_contact_notification_recipients: Alert recipients

Workflow Inputs

Parameter	Type	Required	Description
company_id	String	Yes	PSA company ID
exclude_contacts	Array	No	Contact IDs to exclude from deactivation
preserve_primary	Boolean	No	Keep primary contact active. Default: false
reason	String	No	Reason for bulk deactivation
confirmation	Boolean	Yes	Explicit confirmation required. Default: false
ticket_id	String	No	Existing PSA ticket to update

Execution

Manual Trigger

• Execute from PSA ticket or administrative form
• Requires explicit confirmation parameter

Automated Trigger

• Part of client offboarding workflow

Deactivation Process Flow

1. Company Validation: Verify company exists in PSA
2. Contact Retrieval: Fetch all active contacts for the company
3. Exclusion Processing: Filter out excluded contacts
4. Confirmation Check: Verify explicit confirmation was provided
5. Pre-Deactivation Snapshot: Document current contact state
6. Bulk Deactivation: Set each contact to inactive status
7. Related Records Update: Update associated tickets, configurations
8. Audit Trail: Log all changes with timestamps
9. PSA Update: Update ticket with deactivation summary
10. Notification: Alert requestor and management

Returned Data

{
  "success": true,
  "deactivation_summary": {
    "company_id": 1234,
    "company_name": "Former Client LLC",
    "total_contacts_found": 45,
    "contacts_deactivated": 43,
    "contacts_excluded": 2,
    "contacts_already_inactive": 0,
    "deactivation_timestamp": "2026-03-04T21:00:00Z",
    "reason": "Client contract terminated - effective 2026-03-01"
  },
  "contacts_deactivated": [
    {
      "contact_id": 5001,
      "name": "Jane Doe",
      "email": "jane.doe@formerclient.com",
      "title": "CEO",
      "previous_status": "Active",
      "new_status": "Inactive"
    },
    {
      "contact_id": 5002,
      "name": "Bob Wilson",
      "email": "bob.wilson@formerclient.com",
      "title": "IT Manager",
      "previous_status": "Active",
      "new_status": "Inactive"
    }
  ],
  "contacts_excluded": [
    {
      "contact_id": 5003,
      "name": "Billing Contact",
      "reason": "Explicitly excluded"
    }
  ],
  "related_updates": {
    "open_tickets_reassigned": 3,
    "configurations_updated": 12,
    "scheduled_tasks_disabled": 5
  },
  "audit_trail": {
    "operation_id": "BULK-DEACT-2026-001",
    "initiated_by": "admin@msp.com",
    "timestamp": "2026-03-04T21:00:00Z",
    "rollback_available": true
  },
  "ticket_id": "CLO-2026-008"
}

Changelog

2026-03-04

• Initial version of the document