ConnectWise Integration Frequently Asked Questions

This page goes over frequently asked questions regarding the ConnectWise integration. If you do not see the answer to your question here, please email help@ceojuice.com for help.

Jump to: Integration Set Up | API Keys | Customer Sync | Agreement Sync | Service Sync | Moving Tickets | Project Tickets | Sales Orders | General CW Questions

Integration Set Up

Integration Set Up

1. Is there any extra cost to using this integration?

No, the ConnectWise integration is included in the all-inclusive CEO Juice program. There is an option to only use the ConnectWise integration and no other processes in the CEO Juice library; see details on that program option here.

2. Does it matter if my ConnectWise or e-automate is hosted or on-premise?

No, the sync works with the on-premise and hosted versions of ConnectWise and e-automate.

3. Where should I start with the integration?

The customer sync should always be the first alert that you set up; the customer mapping that is done with this alert is used in all other alerts and is required. From there, subscribe and test the alerts that relate to the processes that you are using in ConnectWise. The usual order is to move to agreements after customers are set up, then to service calls or sales orders, depending on usage in ConnectWise. There is some overlap between the syncs, though none are required beyond the customer sync. 

The service sync utilizes the agreement-to-contract mapping from the agreement sync. Finding the correct contract to attach to service calls created by the service sync is made easier when the agreement sync is running. The same is true for the project invoice sync. If you are going to sync tickets covered by an agreement, it's best to have ID964 up and running before starting with ID965.

When using the ID912 sync to create calls in ConnectWise, you will need to be running ID965 if you want the completed ticket information from ConnectWise to sync back to e-automate.

API Keys

API Keys

1. Why do I need to create API keys?

The sync works based on API calls to pull information from ConnectWise and push updates to ConnectWise; the API keys give us access to make these calls.

2. Will the API user use one of my ConnectWise user licenses?

No, the API user that you set up does not use a ConnectWise license.

3. How do I send in the API keys?

You can email us the API key information or add it to our website yourself. To add the information to the website, you'll need to have an admin login to the site. How to add API keys to the CEO Juice website.

4. I don't have the private key from ConnectWise. How do I retrieve that?

After the keys are created, you can't view the private key again. If you didn't write the key down at the time it was created, you'll need to create new keys for the API user.

5. What security rights does the API user need to have? 

Normally, our API user has admin access, but you can lock down the security access for the API user. If you need to lock down the access for the API user, here are the minimum requirements:

Graphic showing the API security requirements.

Specific permissions issues related to Service Boards.

These requirements are subject to change and may depend on the specific part of the integration that you are using.

Customer Sync

Customer Sync (ID747)

1. I have the e-automate customer number stored in ConnectWise. Do I still need to update the custom property in e-automate?

If you have the e-automate customer number stored in either the Company ID field or the Account ID field, the sync will match the e-automate customer to the ConnectWise company and automatically update the custom property in e-automate with the Company RecID from ConnectWise. You do need to make sure that the customer record in e-automate has the proper custom property configuration assigned so that the custom property is available for the sync to update.

2. I only want the sync to update certain companies in ConnectWise. How do I do that?

You can filter the customer records that the sync will process using a customer type, contract type, or branch number. These filters are all variable settings that can be updated on the ID747 subscription. Additionally, there is a custom property called ZCJ_SyncToCW that can be used to stop a customer from syncing to ConnectWise. When this property is set to No, the sync will not update ConnectWise for this customer.

3. I don't want the sync to update certain fields in ConnectWise; is that possible?

We can turn off updates to the fields on the Company and site in ConnectWise. The specific fields that can be turned off:

Company fields:

• Company Name
• Address
• City
• State
• Zip
• Phone Number
• Fax Number
• Website
• Custom fields on the company record

Site fields:

• Site Name
• Address
• City
• State
• Zip
• Phone Number
• Fax Number

To turn any of these fields off, send an email to help@ceojuice.com with the specific fields that shouldn't be updated.

4. Is there a way to tell if the sync has updated or created a company in ConnectWise?

You can use the Audit Trail tab of the company record to determine if the record was created or updated by the CEOJuice API user. After clicking on the Audit Trail tab, look for a user that references CEO Juice.

5. How do I tell which companies are mapped to customers in e-automate?

You'll have two e-views located in the Admin section of e-automate that show all the linked Companies (parent customers in e-automate) and the linked sites (location customers in e-automate). Details on the ID747 e-views.

6. The sync linked a customer in e-automate to the wrong company in ConnectWise.

Check the company in ConnectWise and see if the e-automate customer number is listed in either the Company ID or Account ID field. The sync uses these two fields to match customer records from e-automate to ConnectWise, and if there is data in either field that matches an e-automate customer number, the sync will link the two records. Correct the information in ConnectWise to the correct e-automate customer number, and then send an email to help@ceojuice.com with the customer number so that we can check to see if the background linking needs to be updated.

7. I have a customer record in e-automate that didn't sync to ConnectWise. How do I fix that?

Beginning with the 20240822 version of ID747, you'll receive an email listing the details of any company or site that was updated or inserted in ConnectWise. This email will also detail any errors that the sync encountered when attempting to make the update. Common reasons that the company or site wasn't inserted or updated:

• The revenue year on the company record in ConnectWise shows as zero - In ConnectWise, go to the Profile tab of the company record and check the Revenue year in the Profile Overview. If the field shows a zero, update it to a value between 1900 and 9999.
• The state listed on the customer record in e-automate is not in the proper format - If the state field in e-automate is not either the two-letter abbreviation or the full state name, the sync will be unable to update or insert the company in ConnectWise. Leading or trailing spaces in this field can also cause an error. Update the customer record in e-automate, and the customer should insert/update on the next run of ID747.
• The customer record in e-automate is excluded from the sync by one of the variable options - Check variables 9, 10, and 11 on ID747 to see if the sync is excluding customers based on customer type, contract type, or branch. If one of these options is in use, verify that the customer who has not synced qualifies based on these options.
• The custom property ZCJ_SyncToCW is set to no - If the customer has this custom property set to No, the customer will not sync.

8. The sync created a duplicate company or site in ConnectWise. Why did that happen?

A duplicate company can be created when a new customer record is added to e-automate, and the sync doesn't find a match to an existing company in ConnectWise. For example, if a company is created in ConnectWise first, and then is created in e-automate, if the customer in e-automate can't be matched to the company in ConnectWise, the sync will create a new company in ConnectWise. Similarly, if a duplicate customer record is created in e-automate, the sync will create a matching duplicate record in ConnectWise.

Duplicate sites can be created if the location customer in e-automate is not linked using the ZCJ_CW_SiteAddressRecID custom property to the site in ConnectWise. Unlinked sites will create duplicates in ConnectWise. 

9. I have a customer record that was initially a parent customer, but it needs to be changed to be a child location. Will making that change cause an issue with the sync?

Yes, if you change a customer record in e-automate from parent to child or vice versa, you will need to reach out to help@ceojuice.com and let us know of the change so that we can update our background tables. Switching customer records from parent to child or child to parent can cause duplicates to be created in ConnectWise and affect the customer mapping used by the various syncs.

10. I have duplicate companies in ConnectWise. How do I merge them?

Before merging companies in ConnectWise, contact help@ceojuice.con, so we can update the background mapping tables. Merging companies without notifying CEOJuice first can cause duplicate sites to be created and disrupt the customer mapping used across all syncs.

Steps to merge duplicate companies in ConnectWise:

1. Email help@ceojuice.com with the two Company RecIDs, specifying which RecID will be the Acquired Company (the record that will be deleted) and which will be the Resulting Company (the master record that will be kept). Wait for confirmation before proceeding.

2. In ConnectWise, navigate to System > Mass Maintenance > Company Merge.

   

3. Select the company to be removed from the Acquired Company drop-down — this record will be deleted after the merge and placed in the Company Recycle Bin.

4. Select the company to be kept from the Resulting Company drop-down — this will be the master record that retains all information from both companies.

   

5. Click Next. Optionally select any standard or user-defined fields from the Acquired Company you want to carry over to the Resulting Company.

   

6. Click Next. Select the types of records (tickets, agreements, contacts, etc.) you want to carry over from the Acquired Company.

   Qu

7. Click Finish to complete the merge. Note: this action cannot be undone.
8. After the merge, check the sites on the resulting company record and confirm there are no duplicate sites. Do not delete any sites until you have confirmed with CEOJuice which site RecIDs are mapped in e-automate — deleting a mapped site will break the sync.
9. Verify that the ZCJ_CW_CompanyID custom property on the corresponding e-automate customer record still contains the correct Company RecID for the merged company. Update it if needed.
10. Reply to the CEOJuice confirmation email to let us know the merge is complete so we can verify the background tables are correct.

11. Does ID747 sync contacts from e-automate to ConnectWise?

No, a sync of contacts from e-automate to ConnectWise is not available from CEO Juice. Adding this is not on the development roadmap at this time (June 2026). ConnectWise does have a Company and Contact import spreadsheet that you can use to import contacts into ConnectWise. You can use the contacts e-view from e-automate to export a list of contacts that you want to import into ConnectWise, then use the ConnectWise import to push those contacts into ConnectWise. 

Agreement Sync

Agreement Sync (ID964)

1. The ConnectWise invoice didn't update the contract in e-automate.

If an agreement invoice was generated in ConnectWise and didn't create or update a contract in e-automate, check these things:

- Is variable 10 on ID964 set to only sync invoices in a specific status? If yes, is the invoice in ConnectWise in that status?

- Is variable 2 on ID964 set to only include certain agreement types? If yes, is the agreement in ConnectWise one of the listed types?

- Verify that both the customer and bill-to-customer are mapped between ConnectWise and e-automate. Details on how to map customers with the CW Sync.

- Check the ID954 report to see if there's an error showing for the invoice.

- Search the contract list in e-automate for the ConnectWise invoice number in either the PO field or the Remarks field, depending on where the invoice is set to be added. Sometimes the contract is in e-automate, but with a status of inactive, so it doesn't show in the contract billing queue.

- Try updating the invoice in ConnectWise to get the sync to "see" the invoice again and reprocess it.

If none of the above works, please email the ConnectWise invoice number to help@ceojuice.com so that we can troubleshoot the issue.

2. I billed a contract in e-automate before the sync updated it. How do I correct that?

If you have billed the contract in e-automate prior to the sync updating it for the billing period, you'll need to Void and Reset the contract invoice and then rebill the contract in e-automate. The current version of the sync will uncheck the Bill contract box on the contract in order to prevent this from happening. The Bill contract box is checked on the contract the next time the sync updates the contract with a new invoice from ConnectWise.

3. I have a contract invoice in e-automate that didn't renumber.

The number one reason that an invoice won't renumber in e-automate is due to billing the contract before the sync has updated the contract. Open the invoice that hasn't renumbered and check the data in the PO field, if the PO field has the previous month's invoice number, the contract was billed prior to the sync updating it and won't renumber. You'll need to Void and Reset the contract invoice and rebill with the current invoice number in the PO field.

Additionally, if the contract is set to use Group billing in e-automate, the invoices generated from that contract will no renumber. The process can't account for multiple invoices from ConnectWise generating one invoice in e-automate.

The invoice renumber process can take up to 15 minutes after the invoice has been generated in e-automate to renumber.

4. I terminated a contract in e-automate that was linked to an agreement in ConnectWise. How do I get the sync to create a new contract in e-automate for this agreement?

You'll need to email help@ceojuice.com and give us the contract information so that we can break the link in our background tables.

5. The sync used the default template when it created the contract.

Verify that the contract template in e-automate exactly matches the agreement type in ConnectWise. The template contract number must match exactly the agreement name, or the sync will not be able to find the template, and the sync will use the default template to create the contract. 

6. I have multiples of that same item on the agreement in ConnectWise, and these items roll up into one item on the contract in e-automate. Why is that?

This is done due to a limitation in e-automate, you are only allowed to add an item to a contract one time, unless the items are set to different location customers. The workaround for this is to roll up the items into one item, with the quantity set to one and the unit base rate set to the sum of the amount billed for the items on the ConnectWise invoice. We do offer a contract invoice format that shows all items on separate lines; this would be the report group called 'CW Full Details'. If you do not have this report group, please send an email to help@ceojuice.com to get it added.

7. I need to bill multiple months of an agreement. How do I do that with the sync?

If you need to bill multiple months of the same agreement, you'll need to follow these steps:

• Create the first month's invoice in ConnectWise.
• Wait for the contract to be updated in e-automate and then bill the contract in e-automate.
• Create the next invoice in ConnectWise and then repeat step two to bill the contract in e-automate. 
• You'll need to repeat these steps for each month that needs to be billed.

Additionally, you'll need to make sure that each invoice in ConnectWise has a distinct date, as the sync will skip over invoices for one agreement that have the same invoice date.

8. I have a contract that created a zero-dollar invoice in e-automate. Why would that happen?

There are two main reasons why a contract updated by the sync would create a zero-dollar invoice in e-automate:

1. The billing period on the contract is set for a period BEFORE the start coverage dates on the items.

When the contract is first created by the sync, the start coverage dates on all items are set to the first of the month for the billing period of the invoice. The start coverage dates on the items are NOT touched when the sync updates the contract. For example, if the sync creates a contract from an invoice that is billing for October, the start coverage dates will all be set to 10/1. These start coverage dates will not be changed when the contract is updated by the sync, so if you bill a period previous to October, you will see a zero-dollar invoice in e-automate. If you accidentally billed the wrong starting period for the contract, after making the changes in ConnectWise to the Billing Start date, you'll need to manually update the start coverage dates on the items in e-automate.

2. The billing period on the contract has already been billed in e-automate. 

If the billing period on the contract has already been billed in e-automate, you will see a zero-dollar invoice if the period is billed again. For example, the contract is billed for the month of December, and then a new invoice is generated in ConnectWise for that month. The sync will update the contract and reset the billing period to match the new invoice from ConnectWise. When the contract is billed in e-automate, it will bill for zero dollars as the December period has already been billed. You can verify this by looking at the billing dates on the contract:

If you are not billing in advance or arrears, the billed through date should be one day prior to the billing on date.

To reset the billing period, click on the pencil edit button next to the billing period, then click on the green arrow to reset the period:

Click on the OK button to close the pop up, you'll need to make one other minor change on the contract to get the OK button on the contract to not be greyed out. (For example, you can add a space in the remarks field).

9. I want to set automatic escalations on my agreements. How do I do that?

 If you want to set up escalations, these will need to be done in ConnectWise, as the sync will overwrite any escalations set on the contract in e-automate when it updates the contract each month. Unfortunately, ConnectWise does not have the same automatic process to escalate the rates as there is in e-automate. You could set up a workflow in ConnectWise to send an email when an agreement is within a set number of days from the end date or anniversary date, and then manually update the rates on the agreement.

10. One month's billing got skipped, and now I need to go back and bill for a previous month in e-automate. How do I do that?

If a month's billing was not billed in e-automate, the only way to have e-automate bill for the missed month is to void and reset ALL invoices that were billed after the missed month. Once the contract invoices have been voided and reset in e-automate, follow the steps to bill multiple months of a contract invoice found here.

11. I need to apply a credit to my customer's agreement. How can I do that?

An addition can be added to the agreement in ConnectWise with a negative amount to reflect the credit. This addition will sync over to the contract in e-automate with the negative amount.

If you are creating a separate credit memo in ConnectWise for the credit, that will not sync with ID964. For a credit memo, you'll need to manually create the credit memo in e-automate.

If you are adding a negative amount to the Billing Amount field on the agreement for the credit, that will also not sync to the contract in e-automate.

12. I created an agreement in ConnectWise, synced it to e-automate, and then realized I had the wrong start date on the agreement. How do I fix that?

In this situation, we recommend terminating the contract in e-automate and creating a new contract once the agreement start date has been corrected in ConnectWise. Voiding and resetting invoices in e-automate and changing the start date on the existing contract can cause issues where e-automate tries to prorate some of the items on the contract and therefore, bill the wrong amounts.

Steps to follow for this process:

1. Void any invoices created in e-automate for the contract and then terminate the contract.

2. Let CEO Juice know the contract number in e-automate that has been terminated so that we can remove the link to that contract in the background tables.

3. Delete any invoices in ConnectWise for the agreement. You will not be able to edit the start date on the agreement until all invoices have been removed.

4. Remove the e-automate contract number from the custom field on the agreement in ConnectWise.

5. Edit the start date of the contract in ConnectWise.

6. When the agreement is billed with the proper start date, it will create a new contract in e-automate.

13. I have an invoice that didn't create a contract in e-automate, and the error shows as Customer Not Found. How do I fix that?

The company on the agreement in ConnectWise must be mapped to a customer record in e-automate. The first thing to check is to make sure that the customer record in e-automate has the custom property ZCJ_CW_CompanyID set to the Company RecID for the company in ConnectWise:

**It's really important that you verify that the Company RecID for the company on the agreement is the one that is in the custom property on the matching e-automate customer record:

If the custom property in e-automate is blank, enter the Company RecID and wait for the sync to run again to create the contract. 

If the custom property in e-automate is a different number than the Company RecID from ConnectWise, please email help@ceojuice.com with the invoice number. When the e-automate customer is linked to the wrong company in ConnectWise, we will need to manually adjust the customer mapping for you to get the sync to create the contract.

14. I canceled an agreement in ConnectWise, and now I want to activate it again, but the sync keeps terminating the contract in e-automate. 

When an agreement is canceled or reaches the end date on the agreement, the sync will terminate the linked contract in e-automate. If you need to make a canceled or expired agreement active again, you will need to update the agreement in ConnectWise and generate a new invoice for the agreement. If you only update the agreement status in ConnectWise, the sync will continue to term the contract in e-automate. You must generate a new invoice in order to stop the sync from terminating the contract in e-automate. After creating the new invoice, the sync will update the status of the contract in e-automate to Active, but you will need to manually uncheck the termination date and remove the termination code from the contract.

15. Can vendor costs (e.g., Pax8, Microsoft O365) associated with ConnectWise agreement additions be synced to eAutomate contract line items so they appear in contract profitability reports?

Vendor costs cannot be directly synced from ConnectWise to e-automate, as there is no field on the e-automate contract itself to store costs at the line item level. The correct procedure is to enter vendor invoices as AP invoices directly in e-automate, which can be applied at the customer, contract, or contract detail level — this ensures the costs are properly recorded and will reflect in contract profitability reporting. If you have a high volume of vendor invoices, e-automate does offer a spreadsheet import utility that can be used to import vendor invoices in bulk. How to use the API Invoice Import Utility.

16. On the email output from ID964, the base amount from e-automate doesn't match the ConnectWise invoice amount. What would cause that?

The sync pulls the contract's base amount from the SQL table, which reflects all line items currently on the contract, including items with a future termination date. ConnectWise invoices, however, only bill for items that are active during the invoice's billing period.

For example, with a contract with a line item terminating 4/30/2026 and an invoice covering 05/2026, the SQL base amount will include that line item's charge, but the ConnectWise invoice will not — creating a gap between the two figures.

Check the contract in ConnectWise for any line items with a termination/end date that falls on or before the start of the invoice's billing period. The sum of those items should account for the difference.

If there are no terminated items on the contract, please send an email to help@ceojuice.com with the contract number, and we'll do further troubleshooting.

17. If I change the product type for a product in ConnectWise, will that update the item in e-automate?

No, the product type from ConnectWise is only used when creating an item to identify which item template to use. Once the item has been created in e-automate, no changes made in ConnectWise will affect the item in e-automate. 

18. One of my contract line items is using the wrong base distribution code. How do I fix that?

The base distribution code on a contract line item is controlled by the item record in e-automate. When an item is created, the base distribution code is copied from the item template that matches the product type from ConnectWise. After that, anytime that item is added to a contract, the base distribution code is pulled from the item record. If the distribution code is incorrect or needs to be changed, you will need to update the item record in e-automate to the correct code. After the item record has been changed, each time that item is updated on a contract, it will use the new distribution code.

19. My annual agreements are syncing to e-automate with a monthly billing cycle. How do I fix that?

The billing cycle description from ConnectWise needs to exactly match the description of the billing cycle in e-automate. If the annual billing cycle in ConnectWise has the name 'Annual' and the annual billing cycle in e-automate has the name 'Annually', these do not match and the sync will not be able to find the matching billing cycle to use in e-automate. In this scenario, the sync will use the default billing cycle of Monthly.

Service Sync

Service Sync (ID965)

1. I don't understand the error stopping a ticket from getting created in e-automate.

Details on the error emails for ID965.  Usually, the error stopping the call from importing is that the customer is not mapped, or the technician on the time entry is not mapped. Both of these errors can be corrected in e-automate, and then the call will sync. Remember that NO updates that you make in ConnectWise will update the ticket information once you see it on an error email.

2. I need to change the company on a ticket that has already synced. How do I do that?

Once the ticket has synced, you are not able to change the company that the sync is using to try to create the call. If you have to change the company on the ticket, you'll need to send an email to help@ceojuice.com with the ticket number and the correct Company ID, and we'll correct the issue in the background tables to get the call to insert.

3. I have a ticket that didn't sync, and it's not on the error email.

If you're not seeing the ticket in an error email, first verify that the call isn't in e-automate by searching all service calls for the ticket number in the description. Also, verify that the ticket that won't sync is a SERVICE ticket. If the invoice is for a PROJECT, you need to use the ID522 troubleshooting steps, as that is the process that will sync the ticket. 

Check that the status of the ticket or invoice matches the status ID965 is using to sync tickets. Finally, try updating the ticket in ConnectWise to get the sync to "see" the ticket (or invoice) again and reprocess it.

If none of the above works, please send the ticket number/invoice number to help@ceojuice.com, and we'll do further troubleshooting.

4. A ticket was set to sync by accident. How can I remove it from the sync?

Once a ticket has synced to our background tables, the only way to stop the ticket from trying to import is to remove it from the tables. Error calls only report 2-3 times and then fall off the report, so you don't need to ask us to remove the call from the background tables.

5. Can I sync products added to the service ticket in ConnectWise to the service call in e-automate?

Starting with the 20231106 version of the sync, products added to the service ticket in ConnectWise will sync to the service call in e-automate. There are several conditions that must be met in order to sync products:

• There must be at least one time entry on the ticket that has a matching agreement to the agreement used on the product. If the product does not have an agreement set, then at least one time entry must be done with no agreement applied. If the product has an agreement set, then at least one time entry must be done with that same agreement applied.
• Tickets created by the ID912 sync will allow for products to be added.
• The service sync does not create items, so the product added in ConnectWise has to have a matching item in e-automate. If there's no matching item, the sync will add the item template that matches the product type to the call as a placeholder and put the call in e-automate on hold.

6. Is ID964 required when using ID965?

In general, we do recommend having ID964 in place prior to starting with ID965. The service sync utilizes the agreement-to-contract mapping from the agreement sync. Finding the correct contract to attach to service calls created by the service sync is made easier when the agreement sync is running. If you do not want to sync tickets that are covered by an agreement and only wish to sync billable tickets, then you would not need to have ID964 in place prior to using ID965. 

7. Do I have to map all of the members from ConnectWise to the technicians in e-automate?

Yes, any member from ConnectWise who will be creating time entries that will sync to e-automate as labor entries MUST be mapped to the corresponding technician in e-automate. This mapping is done by entering the member RecID from ConnectWise for the member into the custom property ZCJ_CW_EmpRecordID on the employee record in e-automate. In addition to mapping the members to e-automate, the employee record in e-automate must be set as a technician and be active. More details on the technician mapping can be found here. 

8. What's the easiest way to verify that tickets or invoices have synced into e-automate?

The best way to confirm that invoices have synced from ConnectWise into e-automate is by checking the two e-views that are installed as part of ID965:

CEO Juice ID965 ConnectWise Service Ticket Headers List

This e-view shows all service tickets/invoices that have synced into the CEO Juice background tables. If the record shows in the list, it has synced from ConnectWise. If the EACallNumber column is blank, that means that the call has not been created in e-automate. Check the SyncErrorMessage column for any errors for the call.

CEO Juice ID965 ConnectWise Service Ticket Time Entries List

This e-view shows all the time entries from ConnectWise that have synced into the CEO Juice background tables. If the record shows in the list, it has synced from ConnectWise. If the EACallNumber column is blank, that means that the call has not been created in e-automate. Check the SyncErrorMessage column for any errors for the call.

9. I have invoices for service tickets that have synced to e-automate, but the status on the invoice in ConnectWise has not been updated. What would cause that?

There are a couple of reasons that the sync is not able to update the invoice status in ConnectWise:

1. The invoice status listed in Variable 6 of your subscription does not exactly match the billing status from ConnectWise. These two values must be an EXACT match for the sync to update the invoice in ConnectWise.

2. The company on the service ticket does not have a value in the Account ID field of the company record. ConnectWise does not allow the status to change on invoices where the company record does not have an Account ID set.

        To correct this, go to the finance details section of the company record and add the Account ID:

10. I am receiving ID965 error emails saying "No Customer Assigned" or "Conflicting Customer and Site Mapping" for a ConnectWise company. How do I fix that?

These errors mean that the ConnectWise company on the ticket cannot be matched to a customer record in e-automate. The fix must be made in e-automate — changes made in ConnectWise (including deleting tickets, merging companies, or deleting sites) will not resolve the error. As long as the company mapping is missing or incorrect, any new ticket created under that company will continue to trigger the same alert.

No Customer Assigned
This error means no e-automate customer record has been linked to the ConnectWise company. To fix this:

1. In ConnectWise, locate the company on the ticket and note its Company RecID (found in the URL when viewing the company record, or visible in the ID965 error email).
2. In e-automate, open the customer record that corresponds to that ConnectWise company.
3. On the customer record, find the custom property ZCJ_CW_CompanyID and enter the Company RecID from ConnectWise.
4. Wait for the next sync run — the error emails will stop once the mapping is in place, and the tickets have been processed.

Conflicting Customer and Site Mapping
This error means more than one e-automate customer record has the same ConnectWise Company RecID entered in the ZCJ_CW_CompanyID custom property, creating a conflict. To fix this:

1. Use the ID747 e-views in the Admin section of e-automate to identify all customer records linked to the ConnectWise company. Details on the ID747 e-views.
2. Remove the RecID from any incorrect customer records, leaving it only on the correct matching customer.
3. If you are unsure which customer record is correct, email help@ceojuice.com with the ConnectWise Company RecID, and we can assist.

Important: Do not attempt to resolve either error by modifying or deleting tickets, merging companies in ConnectWise, or deleting sites. These actions do not affect the underlying company mapping and will not stop the alerts.

11. One service ticket in ConnectWise synced to e-automate as two separate calls. Why did that happen?

ConnectWise allows the ticket header to have one agreement assigned, while each individual time entry on the ticket can have a different agreement assigned. E-automate does not support this — there is only one contract at the header level of a service call, and all labor entries on the call are applied against that contract. To accommodate this in the sync, if there is a mismatch between the agreement on a time entry and the agreement at the header level, the logic will create multiple calls to allow for the different combinations of header and time entry agreements.

See the documentation in ID965 regarding multiple agreements on a service ticket for additional details on this.

12. I have agreements assigned to service tickets in ConnectWise, but the calls in e-automate do not have contracts. What would cause that?

The only method used to link an agreement on a service ticket in ConnectWise to a contract in e-automate is through the background mapping created by ID964, the sync that creates and updates contracts in e-automate. If the agreement on the ticket in ConnectWise is not one that is linked in the CEO Juice background tables, ID965 will not be able to find the correct contract to assign to the call in e-automate.

A few additional things to check:

• If ID964 is running in production and you are testing ID965, make sure that the test database has been updated with a fresh copy from production to ensure that the agreement linking is present.
• If the agreements in ConnectWise are not linked via the background tables, you have the option to use Variable Z on ID965 to specify a contract type to be used. When this is configured, the logic checks for one active contract of the specified type for the customer on the service call. If there are multiple contracts of that type for the customer, the contract will not be added.

See the documentation in ID965 on how contracts are assigned to calls for further details on this.

13. Why would an equipment record be added to a service call created by ID965 instead of using the CW-Service item?

The sync checks the serial number on any configuration attached to the service ticket in ConnectWise. If there is a matching serial number in e-automate, the sync will use that equipment record instead of the CW-Service item.

See the documentation in ID965 regarding equipment on service calls for further details on this.

Moving Tickets

Moving Tickets (ID912)

1. The call in e-automate is on hold, but the ticket was not created in ConnectWise.

Every time the sync attempts to insert a ticket into ConnectWise, you'll receive an email. Verify that the ticket was actually created by checking that the first column on the email doesn't say FAIL. When a ticket fails to be created in ConnectWise, the call will still get flipped to on hold. Determine why the call didn't sync and then take the call off of hold in e-automate and the sync will try to create the ticket on the next pass.

2. The ticket in ConnectWise is closed, but the call in e-automate did not update.

Verify that the ticket in ConnectWise is in a status that ID965 is set to pick up. Also, check that there are time entries on the ticket in ConnectWise, if there are no time entries for the ticket, the call will not get picked up by ID965.

Project Tickets

Project Tickets (ID522)

1. Are fixed fee projects supported?

Yes, fixed fee projects are supported by the project sync. The fixed fee amount can either be added as an item to the service call, or you can manually add the fixed fee amount as a miscellaneous charge. All fixed fee calls are placed on hold in e-automate upon creation and will need to be reviewed and released from hold prior to invoicing in e-automate.

2. If I have a down payment invoice applied to a project, how does that sync to e-automate?

Down payment invoices do not sync. We'd recommend creating an unapplied payment to match the amount of the down payment and then once the project has billed, apply the payment to the service invoice created by the sync.

3. Does it matter if I bill by phase or when the project is complete?

No, both billing by phase or when the project is complete are supported by the sync.

4. I have a project ticket that is not on the error email and not in e-automate.

If you're not seeing the ticket on an error email, first verify that the call isn't in e-automate by searching all service calls for the ticket number in the description. Also, verify that the ticket that won't sync is a PROJECT ticket. If the invoice is for a SERVICE ticket, you need to use the ID965 troubleshooting steps as that is the process that will sync the ticket. 

Check that the status of the ticket or invoice matches the status ID522 is using to sync tickets. Finally, try updating the ticket in ConnectWise to get the sync to "see" the ticket (or invoice) again and reprocess it.

If none of the above works, please send the ticket number/invoice number to help@ceojuice.com and we'll do further troubleshooting.

Sales Order Sync

Sales Order Sync (ID966)

1. The order wasn't created in e-automate. What should I check for a problem?

Check the custom e-view for the sales order sync and see if the order is listed here. If it is, that means the order made it to the background tables, but there is an issue inserting the order into e-automate. Check that the customer is mapped from ConnectWise to e-automate, that all templates have both an inventory or expense code and a sales code, that the error item exists and has either an inventory or expense code and a sales code, and that the on-hold codes specified in ID634 all exist in e-automate.

If you don't see the order in the e-view, check that the order is in the proper status in ConnectWise to sync and has at least one product added. The products on the order must also not be set to DoNotBill or NoCharge and can't be canceled.

Also, verify that you are not using Variable 12 on ID966 to exclude certain product types from syncing.

2. The error item was added to the order instead of the correct item.

Check the template that would have been used to create the item (matching product type) and verify that it has either an inventory or expense code and a sales code. If the template doesn't exist or doesn't have the proper coding, the sync won't be able to create the item.

General CW Questions

General ConnectWise Questions

**Any detailed questions on best practices or setup in ConnectWise should be directed to ConnectWise support or documentation.**

1. We are moving from hosting our ConnectWise instance internally to ConnectWise hosting our instance. How will that affect the sync?

Moving from on-premise to hosted ConnectWise won't have any effect on the sync; you will need to update the Company setting in the API keys once your database has been moved.

2. I want to set up workflow rules in ConnectWise to change the status of companies based on if they are on hold in e-automate. How do I do that?

We have some documentation on how to create a workflow in CW on how to create the workflow to update the status of a company in ConnectWise. In order to update the status of the company once they are no longer on hold, you'll need to email help@ceojuice.com and ask to have the custom field in ConnectWise updated to a specific value to show that the customer in e-automate is no longer on hold.

3. We use the Intermedia integration to update agreements in ConnectWise. Can you help us get that set up?

We have some brief notes on the Intermedia integration works; these are based on how one client has the integration set up. If you have further questions, you'll need to reach out to Intermedia support.

4. We are invoicing service tickets in ConnectWise, and none of our tickets that are covered by an agreement show in the invoicing queue. How do I fix that?

Each agreement in ConnectWise has an option to show covered time on invoices, this option needs to be selected on the agreement the service ticket is applied against in order to create an invoice for the time. This option can be set on each agreement here:

Or you can update this setting on the agreement type so that all agreements created with that time have the option checked automatically:

5. I am creating down payment invoices for services in ConnectWise. How do those sync?

Down payment invoices do not sync. We'd recommend creating an unapplied payment to match the amount of the down payment. Once the invoice for the full amount due for the client is created and synced, the unapplied payment can be applied against the invoice.

6. The status of the invoices is not getting updated in ConnectWise after the sync has processed the agreement or service invoice. How do I fix that?

If you have the invoice status update set, but you notice invoices that are not updating, check that the company in ConnectWise for those invoices has an Account ID set. ConnectWise does not allow the status to change on invoices where the company record does not have an Account ID set. 

To correct this, simply go to the finance details section of the company record and add the Account ID: