We can sync service calls (Tickets) from CW Manage to eAutomate. Both chargeable and non-chargeable, with or without materials.
See here for getting started with the sync.
There are a few prerequisites we need for this sync.
We assume you want to have tech costs associated with the contract in eAuto so our agreement/contract sync (ID964) must be running.
All group billing of chargeable tickets/calls must be done in eAuto not CW. Variable to control when we sync Calls (when completed or when invoiced). If when invoiced, then we include invoice #.
We allow you to use a variable to set a default tech to be assigned in eAuto, otherwise, we do require that your techs in CW Manage be linked to the techs in eAutomate so we can apply the correct burden rate for contract profit etc. Please update the Member record in CW Manage with the Employee # from eAutomate (if you have them linked another way please let us know.
CW Manage and eAutomate can calculate chargeable service calls and calls for block of hours contracts very differently. We are pushing the call into eAuto to exactly match CW, however, if someone opens and clicks ok then eAuto will recalculate. We recommend that these calls not be touched, that you set eAgent to auto invoice them (we can help) and we plan to have alerts to let you know when one is changed.
Run Schedule: Every 15 minutes
Type of Output: Data Push
* * *
Service Ticket Call Info:
1. The service call imported from Connectwise will use the same standard serviceable item for all calls.
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 there is only one contract for this customer in eAutomate, that contract will be used.
C. If neither A nor B is correct, the contract will be blank.
3. The description field is pulled from the Ticket Summary field in Connectwise.
4. The contact name is pulled from the contact name on the Connectwise ticket.
5. The call type follows this hierarchy:
A. If the Type from Connectwise exactly matches a call type in eAutomate.
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 priority set in Variable W by setting Variable X to Yes.
6. The call priority follows this hierarchy:
A. If there is an exact match between Connectwise and eAutomate, that priority will be used.
B. If there is no match, the priority will default to "Low".
7. The technician will be the ticket owner (if there is one) or will default to the technician that you set in Variable 3.
*You can set the sync to always use the default technician by setting Variable 2 to Yes.
8. The call number from Connectwise will be entered in the PO field on the service call.
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 Remarks:
The notes from the last time entry from the ticket in Connectwise will show on the remarks tab of the call in eAutomate:
* * *
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**
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.
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 technician on the ticket.
Variable 3: Default Technician - Technician to use as default if the technician on the Connectwise ticket does not have a match in eAutomate. **Required for sync to work correctly**
* * *
Technicians need to be mapped exactly between Connectwise and eAutomate.
Take the number from the employee record in eAutomate (shown below).
And add it to the Employee ID field in CW Manage under members (System/Members) Note, eAuto has a 15 character limit and CW has a 10 character limit, please keep the eAuto field to 10 or less.
Call types must also match precisely between eAutomate and Connectwise, otherwise, the default call type will be used from Variable W.
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:
The call types in eAutomate are found by going to Tools > Lists and Codes and then choosing Call Types from the drop-down menu:
Call priorities must also match exactly between the two systems, otherwise, the call will default to the priority "Low" in eAutomate.
Call priorities in Connectwise are set by going to Setup Tables > Priority List:
Call priorities are set in eAutomate by going to Tools > Lists and Codes and selecting Service priorities from the drop-down menu:
* * *
Best Practices & Tips
Best Practices & Tips
* * *
ID747 - Connectwise Customer Sync
* * *