This process will create service calls in e-automate based on information populated in the CEO Juice background tables.
Jump to: Overview | Samples | Setup | Variables | Testing| Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This alert will create service calls in e-automate. This process is currently in development, more details to come.
Run Schedule: Every 30 minutes
Type of Output: Sync/Email
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Sample
Sample
Jump to: Call Header | Call Labor | Call Notes | Error Emails
Call Header
The call header information (the Call info tab of the service call) is pulled from the data in the CEO Juice background table.
Call Labor
Each labor entry from the integration will create a labor entry on the service call in e-automate.
Call Remarks/Notes
Call notes and remarks are populated based on the data in the CEO Juice import tables.
Error Emails
You'll receive two error emails, one indicating issues at the call header level and one indicating issues at the labor level.
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Set Up
Set Up
Jump to: EA Settings | Subscribe to Alerts
EA Settings
1. Determine the e-automate call status to use for the imported calls. The options are either Pending (P) or Ok to Invoice (OKB). Calls that are imported as OK to Invoice must have at least one labor entry This value is set in the Hidden2 variable.
2. A default bill code must be set, this bill code will be used on service calls that are not linked to a contract. The value is set in Variable 5.
3. A default call type is also needed, this call type will be used on all calls where the ticket type from the import table does not have a matching call type in e-automate. This code is set in variable W, you can also set variable X to Yes to always use this call type.
4. There is the option to use the same technician at the header level of all imported tickets, if you'd like to use this option, enter the employee number from e-automate to use in variable 3 and set variable 2 to Yes.
5. The sync will add a note to the service call in e-automate showing the start time, end time, total hours, and rate from the labor entries. You can create a new note type for this, or use an existing note type. Add the note type to variable 7. Details on note types here.
6. We recommend that you enable the setting in e-automate to enable aggregate billing. More details on this option are here, additionally, you'll want to be sure that the option to allow serviceable items is checked.
7. In order to close calls created by ID948, you will need to have the e-automate option to require equipment records on service calls unchecked.
8. To create a service call in e-automate, an SLA code is required, so you'll need to be sure that the default SLA code is set in e-automate.
Subscribe to Alerts
1. Once you have the settings in e-automate determined, subscribe to ID948 on our website. If you don't have a login to our subscription site, you can email help@ceojuice.com to have us set you up with a login.
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Variables
Variables
Variable Hidden2: eAuto Call Status - The status of the calls when they are imported to e-automate. The default option is OKB, which is Ok to Invoice. Changing the variable to P will cause imported calls to have the status of Pending. **Required for sync to work correctly**
Variable W: Default Call type - Call type to use as the default when no match to import table is found. **Required for sync to work correctly**
Variable X: Always default call type - Yes/No, the default value is No. Setting this to yes will cause the sync to always use the call type specified in Variable W when importing calls. **Required for sync to work correctly**
Variable 2: Always Default Technician - Always use the default technician on all calls imported. The default value is no, switch to yes to always use the default technician and not the owner on the ticket. **The default technician only applies to the header technician, each labor entry on the call will map to the appropriate technician that completed the work**
Variable 3: Default Technician - If you have set variable 2 to Yes, enter the technician to use on the calls. Enter the number from the e-automate employee record.
Variable 5: Default Bill Code - Enter the bill code to use if the service call is not attached to a contract. If left blank, calls not attached to a contract will import with no bill code and have to have the bill code added manually before the call can be invoiced. **Required if you are running the sync in override bill code mode**
Variable Z: Contract Types - Contract types normally associated with Managed IT contracts. If the sync doesn't find a matching contract based on the ID964 synced agreements AND the customer has one active contract of one of these types, that contract will be used on the service call.
Variable Y: On hold Code - On hold code to be used with any service calls that the sync needs to place on hold. See here for more details about calls placed on hold. **Required for sync to work correctly**
Variable 7: Note Type - NoteType in e-automate for note which will be written against each Call created, showing the raw data from Connectwise for HourlyRate and HoursBilled - required if someone touches the call in e-automate and forces an unintentional reconciliation against the BillCode.
Variable 8: Integration to work with ID948.
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Testing
There are two steps to testing the service call sync, setting up the testing environment and then syncing the test calls and verifying that everything is syncing correctly.
Jump to: Testing Setup | Testing Checklist
Testing Setup
1. e-automate test Database – A test database is required to sync calls initially for review. See this link for notes on creating a test e-automate database.
2. CEOJuice test database – See this link for notes on creating a test CEOJuice database.
Once these setup steps have been completed, please let us know and we will install the process for testing.
Testing Checklist
Testing Checklist
For testing, please verify these things:
- Import tickets for every technician, and verify the labor records are coming across correctly.
- Close several tickets of different billing rates to verify that the bill codes in e-automate bill as expected. You may need to set up advanced bill codes to have the correct billing rates applied, see details on that here.
- If you are using block time contracts, import several service tickets to be applied against block time contracts in e-automate to ensure that the hours are decremented correctly.
- Close at minimum one call of every ticket type and check that the call has the correct type set in e-automate. Details on call types are here.
- Invoice all test calls to verify billing and workflow for handling invoicing service calls in e-automate.
- Review error emails to ensure understanding of the different error codes listed. Details on these errors are here.
Once all testing has been completed, please let us know and we can schedule moving the service call sync to point at your production database.
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Alert Functionality
Alert Functionality
Jump to: Integrations | Customers | Locations | Branch | Call Number | Contracts | Call Types | Caller Contact | Technicians | Call Dates | Response/Repair Time | Bill Codes | Activity Codes | Notes | Remarks | Call Errors | On Hold Code | Parts | Override Bill Code Mode | Cloning
Integrations
Integrations
*Details to come on specific integrations ID948 will work with*
Customers
The customer on the service call in e-automate will match the customer in the import table.
Locations
The location on the service ticket will always match the customer on the ticket.
Branch
Branch
The branch on the service call will be pulled from the customer record on the call. There is an option to specify the branch to be used on all service calls. If you would like to use this setting, you will need to send an email to help@ceojuice.com with the branch number to be used, as this is not a variable setting.
Call Number
The next e-automate call number is used as the call number on the call.
Call Types
If the call type from the import table does not match a call type in e-automate, the default call type will be used from Variable W. **If you do not want the response time on ConnectWise calls to affect your service call metrics (First call fix rate, average response time, etc), set the call types used to NOT be Corrective Maintenance category call types.
Caller Contact
Caller Contact
The sync will NOT link a contact on the service call, it will only update the caller field with the name, email address, and phone number if that information is available
Technicians
Technicians are assigned at both the "header" level and the labor entry level on the service call in e-automate.
Response/Repair Time
Response and repair time on service calls created by the sync follow the same rules as other calls created in e-automate, the sync does not override how e-automate calculates these two fields.
Response Time - The time between the Call received at time (1) and the arrival time of the first labor entry (2):
In the above example, the call was received on 2/15 at 9:34 AM and the first labor entry has an arrival time of 2/17 1:45 PM. The response time is calculated as the time the company is open, between these two times:
2/15 9:34 AM to 5:00 PM - 7.43 hours
2/16 8:00 AM to 5:00 PM - 9 hours
2/17 8:00 AM to 1:45 PM - 5.75 hours
Response time = 7.43 + 9 + 5.75 = 22.18 hours
Repair time - The sum of the actual times on the labor entries:
1. Actual hours on the first labor entry: 2.47
2. Actual hours on the second labor entry: 1.32
Total repair hours = 2.47 + 1.32 = 3.79
**We have seen a bug in e-automate that occasionally occurs when there is more than one labor record on the ticket, where the repair time is shown as the total time from the start of the first labor entry to the ending time of the last labor entry**
Bill Codes
Your bill code set up in e-automate is critical to ensuring that calls are billed correctly in e-automate!! If you are not already using the advanced bill codes in e-automate, you may need to set these up depending on your billing structure.
Bill codes are assigned to the service call based on this hierarchy:
The sync was able to match a contract in e-automate to the service call:
1. Contract Equipment/Item Level:
2. If there is no bill code set at the equipment/item level, e-automate looks to the Contract Level:
3. If there is no contract attached to the service call, the default bill code set in variable 5 will be used.
Activity Codes
Activity codes in e-automate can control the billing rate used, if you are using advanced bill codes.
Call Notes
There are two call notes added by the sync when the call is created in e-automate, an Event type for the call creation and a note with the summary of the time entries
Remarks
Remarks
The remarks from the import table will post to the call in e-automate, if there are no remarks, a default remark will be used.
Import Errors
Each time that the sync runs, you will receive two emails listing any tickets that didn't import, along with the error as to why the ticket didn't import. One for errors at the call header level and another for errors at the labor entry level.
Call Header Errors
Call Header Errors
Possible errors:
- Invalid BillCode - If the sync is running in override bill code mode, a bill code is required in variable 5. If there is no bill code set, all tickets will show this error until a valid bill code is added to variable 5.
- Invalid OnHoldCode - If there is not a valid on-hold code in variable Y, all tickets will receive this error until the variable is updated.
- No Customer Assigned - The customer for the call could not be found.
- Duplicate Customer Mapping - The customer on the call is mapped to multiple customers in e-automate.
- No Labor Entries on Call - For a call in e-automate to be set to OK to Invoice, there must be at least one labor entry on the call.
- Unmapped Labor Entries on Call - One or more labor entries have a member that is not linked to an employee record in e-automate that is active and marked as a technician. Check the tickets referenced to verify that the member on each time entry is active and marked as a technician.
- Invalid Labor Entries on Call - Indicates that one of the time entries on the ticket is missing either the start time or the end time. Check the labor level email for which time entry has the issue.
- Other calls in invoiced set not valid - When running in invoice-only mode, all tickets attached to the invoice have to be error-free. This error indicates that one of the other tickets on the invoice has an error and can't insert.
Call Labor Errors
- Invalid Time Date - The labor entry lacks a Start or End timestamp and therefore cannot be imported. This error is one that we will have to correct for you, please send an email to help@ceojuice.com with the proper start or end time of the labor entry if you see this on the error email.
- Agent Mapping Missing/Incorrect - The technician on the labor entry is not mapped to a technician in e-automate. Check that the technician's employee record in e-automate has the member RecID filled in.
- Agent not active - The technician on the time entry is not marked as active. The employee record in e-automate needs to be made active and then the call will sync.
- Agent not marked as Technician - The technician's employee record in e-automate is not marked as a technician. This will need to be corrected so that the call can be inserted.
On Hold Code
On Hold Code
You can use an existing on-hold code, or create a new one specifically for the sync. On-hold codes are found in Tools - Lists and Codes:
Cloning
Cloning
This alert can be cloned, which means creating multiple subscriptions of the same ID number. This function will ONLY work if at least ONE of the variables on each subscription is different.
Just select + sign to create multiple subscriptions.
See this link for an overview of cloning features.
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Best Practices & Tips
Best Practices & Tips
Jump to: Burden Rate | Aggregate Billing | SLA Codes
Burden Rate
To accurately calculate your labor costs, you need to have a burden rate loaded for each technician in e-automate. See this link for more information on the burden rate.
Aggregate Billing
In the Tools \ Options menu, you'll need to check the option to Enable aggregate incremental billing on service calls:
Checking this option will allow you to group labor records by the rate, or the rate and activity code, before applying billing increments. In other words, by checking this box you can set the service calls to group all of the labor records billing the same rate (or rate and activity code) to sum the labor time for billing.
Once you've checked this option, you'll see this additional option on the billing labor codes:
You can choose to group the labor records by rate or by rate and activity code. Under the incremental billing section, select either Bill combined regular and overtime hours in increments or bill regular and overtime hours in separate increments. Then the check box next to Aggregate labor records before applying billing increments to enable the drop-down to group the labor records.
SLA Codes
SLA Codes
When creating a service call in e-automate, an SLA code is automatically applied:
The sync checks for the SLA code to use on the service call first at the contract level, if a contract is applied on the call:
If no SLA code is assigned to the contract, the sync will use the default SLA code set in Options:
If you do not have an SLA code set on the contract used on the service call and there is no default SLA code set in Options, the sync will be unable to create the service calls.
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Related Alerts
Related Alerts
ID965 - Sync Service Tickets from ConnectWise
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