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ID965 - CW Manage sync with eAuto - Service Calls

We can sync service calls (Tickets) from CW Manage to eAutomate. Both chargeable and non-chargeable, with or without materials.

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Overview

Overview

See here for getting started with the sync.

The service call sync will take completed service tickets from ConnectWise and insert them into eAutomate. We assume that you want to have technician costs associated with the contract in eAutomate, so we highly recommend that you have the ID964 agreement sync running. (You can run the service call sync independent of the agreement sync if needed, attaching calls to contracts will work much smoother with it running.)

All group billing of chargeable tickets/calls must be done in eAutomate, not ConnectWise. CW Manage and eAutomate can calculate chargeable service calls and calls for block of hours contracts very differently. We are pushing in the call header information (contract, contact, call type, description) and the time entries from the ticket in ConnectWise. Once the call is created in eAutomate, the billing will be based on the activity code and bill code on the call.

We recommend that these calls not be touched, that you create an eAgent task to invoice the service calls. You can set the eAgent task to filter for these calls based on bill code or call type.

Technicians and customers need to be mapped from ConnectWise to eAutomate for the sync to work correctly. Customer mapping needs to be in place before the ticket can sync over. Details on the mapping for technicians here and for customers here.

**Important note: ConnectWise allows for time entries to overlap, even for billable time entries. This is a very bad practice!! You do not want to be double billing your customers for time!!

 

Run Schedule: Daily push of calls

Type of Output: Data Push

 

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Sample

Sample

Service Ticket Call Info:

Updated_service_call_example_1.jpg

1. The service call imported from Connectwise will use the same standard serviceable item for all calls. If you are using the ID964 agreement sync, this item will be automatically added to each contract created by the sync. (This item number is set on Variable W on ID964) If you are not using the agreement sync, you'll need to manually create this item number as CW-Service and add it to the contracts. 

2. Contract matching is based on the following hierarchy:

     A. If the agreement used on the Connectwise service ticket is synced to a contract in eAutomate, this is the contract that will be used. 

     B. If the customer has a single active contract of a type set in Variable Z, that contract will be used.

     C. If none of the above apply, the contract will be blank.

3. The description field is pulled from the Ticket Summary field in Connectwise, the ConnectWise ticket number is also included.

4. The contact name is pulled from the contact name on the Connectwise ticket.

CW_ticket_summary.jpg

5. The call type follows this hierarchy:

      A. If the Type from Connectwise exactly matches a call type in eAutomate, that call type will be used.

      B. If there is no match, the call will default to the value you set in Variable W.

**You can also set the sync to always default to the type set in Variable W by setting Variable X to Yes.

call_type_both_EA_and_CW.jpg

6. The call priority follows this hierarchy:

     A. If there is an equipment record attached to the call, the equipment level priority settings will be used. 

     B. If there is not an equipment record on the call, the call will use the priority from the call type.

7. The technician will be the ticket owner if there is one. If there is no owner assigned to the ticket in ConnectWise, the technician from the last labor entry on the ticket will be used.

8. The call number from Connectwise will be entered in the PO field on the service call.

CW_Ticket_example_tech_and_ticket_number.jpg

 

Service Call Labor Entries:

Each time entry from the Connectwise ticket will import as a separate labor entry on the service call in eAutomate.

Service_call_example_labor_entries.jpg

CW_ticket_time_entries.jpg

**Calls MUST have at least one labor entry to be synced to eAutomate!! ConnectWise allows for labor conflicts on time entries...this is a bad practice and you should not have overlapping time entries!!

 

Service Call Remarks:

The notes from the time entries from the ticket in Connectwise that are marked as the resolution will show on the remarks tab of the call in eAutomate:

service_call_example_remarks.jpg

CW_remarks.jpg

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Variables

Variables

ID965_variables_1.jpg

Variable 4: Sync Calls when - Used to determine when calls are pushed from ConnectWise to eAutomate. Currently the only option supported is when calls are completed.  **Required for sync to work correctly**

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 W: Default Call type - Call type to use when the ticket type in Connectwise does not match the call type in eAutomate. **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**

ID965_variables_2.jpg

Variable Y: Default On Hold Code  - If you want every call imported to be placed on hold, enter the on-hold code to use here. When this is left blank, the imported calls will not be placed on hold. **Current version does not support using the on-hold code, future versions will**

Variable 1: Ignore Board - Enter the board name from Connectwise of any boards you do not want to sync calls from. Separate multiple boards with a comma. Leaving blank will import all tickets.

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.

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 EA employee record:

EA_employee_number.jpg

 

Set Up

Set Up

1. Subscribe to both ID747 and ID965, being sure to update the variables as needed. Be sure to review the variables in this section and make sure to enter the information for all required variables! 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. 

These next three steps may need an IT person with admin access to ConnectWise and eAutomate. These three steps should already be in place if you have tested other portions of the sync.

2. Create API keys for CEO Juice in ConnectWise and enter them on the CEO Juice website (See this link for instructions on how to do that)  **If you have already created keys for other portions of the CW sync, you do not need to create new ones.**

3. We do require that the initial sync goes from your production ConnectWise database to a Test/Development EA database, so you will need to have a test eAutomate database set up for this process. If you have a test ConnectWise database, we can initially sync from that, but it is not required.   (This sync process only pushes information from ConnectWise to eAutomate while in test)  **It's important that this test eAutomate database is not refreshed with new data during the testing process!!

 4. We also require a test copy of our CEO Juice database to be created for the testing phase. See this link for details on how to do that. 

Needed mapping between ConnectWise and eAutomate.

5. The technicians need to be mapped between ConnectWise and eAutomate to ensure the proper technicians are used on the service calls created. See details on how to set this mapping here.

6. Ticket types in ConnectWise need to match to call types in eAutomate to properly update the service call with the correct call type in eAutomate. Details on this here.

7. Work types in ConnectWise need to match to activity codes in eAutomate to ensure proper billing of billable service calls. See details on this here.

Once these steps are completed please let us know by sending an email to help@ceojuice.com, we'll then install the sync pieces and can push the first test of tickets over from ConnectWise to eAutomate.

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Alert Functionality

Alert Functionality

Jump to: Customers | Technicians | Call Types | Bill Codes | Activity Codes | EA Settings

Customers

Customers

The service call sync uses custom properties to map companies from ConnectWise to eAutomate. **If you have the EA customer number in ConnectWise, in the Company ID, Account ID or custom field ZCJ_CustomerNumber we can update the custom properties in eAutomate for you**

There are two custom properties that need to be set up in eAutomate for the customer mapping, one for the main company number (Parent Account) and one for the sites (Child Accounts).

Create the custom property in eAutomate:

Go to Tools - Lists and Codes - Attributes and then click on new:

custom_prop_creation_one.jpg

Company Number

Attribute name: ZCJ_CW_CompanyID

Description: ConnectWise Sync Company ID

Data type: Numeric

customer_attribute_1.jpg

The value to be entered in this field is the Company_RecID number from ConnectWise:

customer_number_in_cw.jpg

Site Number

Attribute name: ZCJ_CW_SiteAddressRedID

Description: ConnectWise Sync Site's Address RecID

Data type: Numeric

customer_attribute_2.jpg

This is the Address RecID from the site in ConnectWise:

site_number_in_CW.jpg

Technicians

Technicians

Technicians need to be mapped exactly between Connectwise and eAutomate. This is done by entering the Member RecID from ConnectWise into a custom property in eAutomate. (**If you have previously mapped the employee number from eAutomate to the employee ID field in ConnectWise, we can move this data from ConnectWise to eAutomate for you.)

Create the custom property in eAutomate:

Go to Tools - Lists and Codes - Attributes and then click on new:

custom_prop_creation_one.jpg

Attribute name: ZCJ_CW_EmpRecordID

Description: ConnectWise Sync Member ID

Data type: Numeric

employee_attribute.jpg

The value to be entered in the custom property is the Member RecID from ConnectWise:

member_number_in_CW.jpg

 

Call Types

Call Types

Call types must also match precisely between eAutomate and Connectwise, otherwise, the default call type will be used from Variable W. **If you do not want the response time on ConnectWise calls to affect your numbers, set the call types used to NOT be Corrective Maintenance category call types.

To see the types in Connectwise, go to Setup Tables > Service Board List and choose the correct board. Then click on the Type tab to see the list of types for that board:

CW_types.jpg

The sync is pulling the information from the Type column, for example, A/V Projector.

The call types in eAutomate are found by going to Tools > Lists and Codes and then choosing Call Types from the drop-down menu:

EA_call_types.jpg

 

The sync is pulling the information from the Call Type column, for example, AV Issue.

Each field must be an exact match for the call type to populate correctly. If no match is found, the default call type is used. **There is a 15 character limit to call types in eAutomate, ConnectWise allows for much longer call types. You may need to truncate call types in ConnectWise.**

Call types also drive the priority used on the call and the activity code for the call:

EA_call_type_options.jpg

Bill Codes

Bill Codes

Your bill code set up in eAutomate is critical to ensuring that calls are billed correctly in eAutomate!! If you are not already using the advanced bill codes in eAutomate, you will need to set these up depending on your billing structure in ConnectWise. See details on setting up advanced bill codes here.

You'll want to review the bill codes you are currently using on your CW contracts...are you using an all-inclusive bill code? Are there certain types of work that are not covered by the agreement? How are you billing for increments of time? Do different work types have different billing rates?

If the sync was unable to link the call to a contract, no bill code will be on the service call. You will not be able to invoice the call in eAutomate until you manually add a bill code to the call.

If the service call has a contract attached, the bill code is set by this hierarchy:

1. Contract Equipment/Item Level:

bill_code_equipment_level.jpg

2. If there is no bill code set at the equipment/item level, eAutomate looks to the Contract Level:

bill_code_contract_level.jpg

**By default the CW-Service item is added to the contract with no bill code set and so all service calls will use the bill code set on the contract. If for any reason you need the service calls on the contract to bill differently than the contract bill code is set at, you will need to manually add the correct bill code to the CW-Service item.

Activity Codes

Activity Codes/Work Types

Activity codes in eAutomate correlate to work types in ConnectWise. Work types in ConnectWise can alter the billing rates on agreements. 

Work Types in ConnectWise are set in: Setup Tables > Work Types:

CW_work_types.jpg

Activity codes in eAutomate are used to define the kinds of activities that technicians can perform on service calls, record on time cards and record as unavailable time on the employee record. 

The activity code category is where you set the settings that will be used for all activity codes of that type. You create activity codes in Tools - Lists and Codes - Activity Code Categories

activity_code_category.jpg

Once the category is created, you assign the category to the activity code and set how that activity code will be taxed. Activity Codes are in Tools - Lists and Codes - Activity Codes:

activity_code.jpg

To ensure proper billing in eAutomate you should have the work types in ConnectWise correlated to Activity Codes in eAutomate so that work that is billed in ConnectWise is also billed in eAutomate. EAutomate only allows for 15 characters in the activity code, while ConnectWise allows for more than 15. The sync will match work type to activity code based on the first 15 characters of the work type in ConnectWise.

A work type is set on each time entry on a call in ConnectWise:

CW_time_entry_work_type.jpg

When the call is pushed into eAutomate by the sync, the matching activity code will be used on the labor entry:

EA_labor_entry_activity_code.jpg

Activity codes in eAutomate drive the billable rates used on the service calls.

EA Settings

EA Settings

In the Tools \ Options menu,  you'll need to check the option to Enable aggregate incremental billing on service calls:

ea_settings.jpg

 

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Best Practices & Tips

Best Practices & Tips

Reasons for calls not syncing:

  • Customer not mapped: Customer mapping is done on custom property in eAutomate, details here.
  • No labor entries on ticket: At least one labor entry will need to be entered on the ConnectWise ticket for the call to sync. Service calls in eAutomate must have at least one labor entry.
  • No labor entries for mapped technician on ticket: Labor entry will need to be entered for the mapped tech. Service calls in eAutomate must have at least one labor entry.
  • Call header exists but not imported: This will show on the labor errors email and indicates that the labor record was ignored due to the errors on the service call that caused the service call to not be imported. Take the call number from the email and reference to the errors on the email "ConnectWise Servie Module Integration".

The above errors will cause the call to not sync into eAutomate. You'll need to correct the errors in ConnectWise.

The error reporting for the sync will also alert on errors for contract not assigned or default call type used. These issues will not stop the sync from inserting the call.

We recommend that you set up an eAgent task to invoice the calls automatically, once you are comfortable with how they are coming in. You can use filter the task to invoice calls by bill code, call type or customer to only pick up the ConnectWise calls:

eagent_task.jpg

 

 

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Related Alerts

Related Alerts

ID747 - Connectwise Customer Sync

ID964 - ConnectWise Agreement Sync

ID966 - ConnectWise Sales Order Sync

 

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