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ID965 - CW Mange 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.

 

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.

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.

Take the number from below image:

employee_number_in_EA.jpg

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.

cw_member_ID.jpg

We also need your call types and call priority to EXACTLY match between CW Manage and eAuto. 

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

 

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Sample

Sample

Coming soon!

 

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Variables

Variables

Id965_variables_1.jpg

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.

ID965_variables_2.jpg

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**

 

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Alert Functionality

Alert Functionality

 

 

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Best Practices & Tips

Best Practices & Tips

 

 

 

 

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Related Alerts

Related Alerts

ID747 - Connectwise Customer Sync

 

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