> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forge.shieldtp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Forge and your PSA

> Understand which system owns operational records and how Forge adds context, reasoning, and controlled action.

Forge works with your PSA; it does not replace every provider-specific administrative surface.

## Ownership model

| Capability                                | Primary owner                    | Forge's role                                                                 |
| ----------------------------------------- | -------------------------------- | ---------------------------------------------------------------------------- |
| Ticket status, queue or board, assignment | PSA                              | Surface mapped values and perform supported controlled updates.              |
| Ticket context and triage                 | Shared from connected records    | Enrich, classify, summarize, and organize the next action.                   |
| Action Plan and AI review state           | Forge                            | Create and preserve the reasoning and execution workflow.                    |
| Ticket notes and communication            | PSA record                       | Draft or write through supported tools and show the outcome.                 |
| Project status, time, and billing         | PSA                              | Surface and update supported fields; defer provider-specific administration. |
| Project work plan and AI collaboration    | Forge, synchronized as supported | Scope, coordinate, and keep delivery context close to work.                  |
| Accounts, contacts, and resources         | PSA or connected provider        | Synchronize context and use it to scope tools and work.                      |
| Agreements and billing records            | PSA                              | Use available records as context; keep administration in the PSA.            |
| External system configuration             | Connected provider               | Read or change only through explicitly supported tools.                      |

## When to work in Forge

Use Forge when the task benefits from assembled context, AI reasoning, a reviewable plan, cross-system tools, background execution, or an attached conversation.

## When to work in the PSA

Use the PSA when:

* a provider-specific field or action is not exposed in Forge;
* you are administering billing, agreements, service boards, workflows, or other provider configuration;
* the synchronized record appears stale or incomplete;
* the source audit trail must be inspected;
* your organization's policy requires the source interface.

## Verify writeback

After a material Forge action:

1. confirm the tool reported a terminal outcome;
2. check the relevant Activity or Audit Log;
3. verify the authoritative field or record in the PSA;
4. resolve any synchronization or mapping difference before continuing.

<Warning>
  “Connected” means Forge has a configured relationship with the system. It does not mean every record, field, provider action, or customer account is ready for every workflow.
</Warning>