This sync between e-automate and ConnectWise updates customer information. The sync will update companies in ConnectWise from the information in e-automate. You have the option to also insert companies from e-automate into ConnectWise.
Jump to: Overview | Samples | Setup | Variables | Testing | Alert Functionality | Best Practices & Tips | Related Alerts
Click here for our quick videos on this process.
Overview
Overview
We believe that e-automate should be the master for customer information; the sync will push updates from e-automate customer records to the company records in ConnectWise. No changes to the company record in ConnectWise will push back to e-automate. Parent customers in e-automate (not a location of another customer record) will sync to companies in ConnectWise. Location customers in e-automate (set as a location of another customer record) will sync to sites in ConnectWise.
The information that is updated is the customer name, address, city, state, zip, phone, website, and fax number. You have the option to add the territory on inserts, and you can add custom fields in ConnectWise to sync the sales rep and on-hold code from e-automate to ConnectWise. If there are any of these fields that you do not want to be updated, we can modify the update process to not make updates on any of these fields. Please just let us know. No contacts are synced between the two systems.
Especially for clients new to ConnectWise Manage, the insert option is a good way to push your existing IT customers into ConnectWise. There are several filter options to refine the customers to push over, or you can insert all active customers. If pushing all active e-automate customers, we suggest you first turn on process ID156 to make e-automate customers inactive, so only active ones are left to insert, and ID926 to check for duplicate customers, so that you can merge those prior to syncing to ConnectWise.
To run any of the sync pieces, you must be subscribed to ID747 and have the customer mapping in place. You do not need to have ID747 update the company records in ConnectWise.
Run Schedule: Every 15 minutes, Monday to Friday
Type of Output: Data Push/Email
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Sample
Sample
Jump to: Customer Info Updates | CW Territory | EA Sales Rep and On Hold Code | Team Tab | Email Output | Duplicate Custom Property Checks
Customer Updates
Customer Info Updates
1. Customer Name from e-automate updates the Company name in ConnectWise.
2. Address from e-automate updates the address field in ConnectWise.
3. City from e-automate updates the city in ConnectWise.
4. State from e-automate updates the state in ConnectWise. **The state field in ConnectWise is a drop-down field, and therefore, the formatting of the state name in e-automate must match the value in ConnectWise. If the format doesn't match, the sync will be unable to update the company record in ConnectWise.**
5. Zip Code from e-automate will update the zip code field in ConnectWise.
6. Phone 1 from e-automate will update the phone field in ConnectWise.
7. Fax from e-automate will update the fax field in ConnectWise.
8. Website from e-automate will update the website field in ConnectWise.
**We can turn off any of these fields from updating in ConnectWise if needed. Reach out to help@ceojuice.com with the fields that you would like to NOT update.**
CW Territory
CW Territory
If you would like to set the territory field on companies created by the sync, you can set the name of the territory in Variable 3. These must be valid values from ConnectWise. ConnectWise Territory details.
The territory field will be set on the creation of a company in ConnectWise; by default, this field is not touched on updates. If needed, we can turn on the option to update the Territory field on updates. Just send an email to help@ceojuice.com to request the change.
There is also an option to have the Territory field from the ConnectWise company sync to a custom property in e-automate on the customer record. If you would like this option turned on, you'll need to create a custom property in e-automate, add it to the Customer custom property configuration, and then send the name of the custom property to help@ceojuice, requesting this feature be enabled.
EA sales rep and hold code - Sample of Fields
EA Sales Rep and On Hold Code
The sales rep and on-hold code from e-automate can update custom fields in ConnectWise. The custom field names need to be: ZCJ_OnHoldCode, ZCJ_SalesRepName, and ZCJ_SalesRepEmail. See how to create custom fields in ConnectWise for details on how to create custom fields in ConnectWise.
On Hold Code
The on-hold code is here in e-automate:
The custom field will be populated in ConnectWise:
**Only Companies in ConnectWise are able to have custom fields, when location customers are put on hold in e-automate there will be no update to the site in ConnectWise.**
ID747 does not update the status of the company in ConnectWise. If you wish to use the value from this custom field to update the status in ConnectWise, you can create a workflow within ConnectWise for this. Details on how to create the workflow.
Beginning with the 20241022 version of ID747, there is an option to populate the ZCJ_OnHoldCode field with a value to indicate that the customer is not on hold in e-automate. This is helpful if you are using a workflow in ConnectWise to place companies on and off hold depending on the value in this field. To use this option, you'll need to send an email to help@ceojuice.com with the value you want the custom field to have when the customer is not on hold.
Sales Rep
The sales rep is located on the Account tab of the customer record in e-automate:
Beginning with the 20240822 version of the sync, there is an option to populate the custom fields in ConnectWise from a custom property on the customer record in e-automate instead of the sales rep assigned to the customer record, or to not populate the sales rep custom fields. Details on the sales rep options. If you want to use this option, you must send an email to help@ceojuice.com
The information will populate the two custom fields on the company record in ConnectWise for the sales rep name and the sales rep email address:
Sample of the Team Tab fields
Team Tab
Beginning with the 20240822 version of ID747, you have the option to add the sales rep assigned to the customer in e-automate to the team tab of the company record in ConnectWise. You will need to send an email to help@ceojuice.com to ask to have the feature turned on.
The Role is a required field when adding a member to the Team tab. You will need to specify the role to be used when the sales rep is added to this tab.
For more details on the Team tab, see the Team Tab in ConnectWise notes. Each time the sync touches a company record, it will check to see if the sales rep assigned to the customer record in e-automate exists on the Team tab; if it does not, the sync will add it. Sales reps from e-automate will need to be mapped to ConnectWise using the ZCJ_CW_EmpRecordID custom property; details on how to create this custom property are here.
Email Sample
Email Sample
Starting with the 20240822 version of the sync, the email output from ID747 will show the fields that were updated by the sync and notes on customers that failed to sync:
The first column of the email will give details on what action was taken by the sync. The possible actions are:
CW Company Added - A new company was created in ConnectWise.
CW Site Added - A new site was created in ConnectWise.
CW Company Updated - The sync updated information on an existing company in ConnectWise. The second column will show the field updated, the current value, and the previous value.
CW Site Updated - The sync updated information on an existing site in ConnectWise. The second column will show the field updated, the current value, and the previous value.
CW Company Deleted - If the sync matches a customer from e-automate to a company in ConnectWise that is marked as deleted (Company still exists in the Company Recycle bin), the sync will not link the customer record and will report an error.
CW Company Failed to Update - If there was an issue updating an existing company in ConnectWise, the email will provide details on the failure. Possible reasons that the sync would fail to update a company.
CW Site Failed to Update - If there was an issue updating an existing site in ConnectWise, the email will provide details on the failure.
The email will also give the customer number and name from e-automate, along with the record type from ConnectWise and the ConnectWise Company RecID (Company) or Site Address RecID (site).
Custom Prop Dupes
Duplicates in the e-automate custom property
Beginning with the 20241202 version, the email from ID747 will report on customers in e-automate that have duplicate values in the ZCJ_CW_CompanyID field. These customers in e-automate WILL NOT be updated in ConnectWise until the duplicates are removed. In the example below, the customer RecID of 23406 from ConnectWise is linked to two customer records in e-automate, customer numbers _2001 and SD16:
The duplicate customers will report on the email once per day until corrected in e-automate.
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Setup
Set Up
The first question for the setup of ID747 is to determine what mode you want the sync to run in: to do updates only, create companies in ConnectWise, or not make any updates in ConnectWise at all. Once you've decided the behavior for the sync, you can move on to the needed setup in e-automate and ConnectWise and then subscribe to the alert.
Jump to: EA Settings | CW Settings | Subscribe to Alerts
EA Settings
EA Settings
1. Determine if you want all customers from e-automate to sync to ConnectWise or if you want to filter the set of customers for the sync. You can filter the customers by customer type, contract type, or branch.
2. Sites in ConnectWise link to locations in eAutomate. If you wish to use the sync to create or update sites, existing sites will need to be manually linked together between the two systems. This is done via a custom property on the location company in e-automate. See details on sites in CW. If the sync is set to insert locations, and existing sites are not linked to the location in e-automate, the sync will create duplicate sites in ConnectWise.
CW Settings
CW Settings
1. If you have existing companies set up in ConnectWise, do they have the e-automate customer number in either the account ID field or the company ID field? Existing customers need to be linked between the two systems prior to testing to ensure no duplicate companies are created in ConnectWise. Customer mapping details.
2. Create the custom field ZCJ_OnHoldCode in ConnectWise to store the on-hold code from e-automate. Create CW custom field for on hold code.
3. Create the custom fields in ConnectWise to store the sales rep's name and email address. Details on the sales rep custom fields in CW.
Subscribe to Alerts
Subscribe to Alerts
1. Once you have the settings in ConnectWise and e-automate determined, subscribe to ID747 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
All variables are updated on the CEO Juice website. Click on this link to go to the website, then click on the Variables tab of the alert to update all variables.
Variables that are in RED are required.
Variable 8: Customer Sync Type - Choose from the drop-down the type of sync you want to have in place.
Detailed documentation on what each sync mode does.
Update Customers only - Customers from e-automate will update ConnectWise companies where a match is found. Only parent accounts from e-automate will push updates to ConnectWise. No companies will be created in ConnectWise.
Update Customers and Locations - Push updates for both customers (Parent in e-automate, Company in ConnectWise) and locations (Child in e-automate, site in ConnectWise). No companies or sites will be created in ConnectWise.
Insert/Update Customers only - Customers from e-automate will be inserted into ConnectWise as companies when no existing match is found, updates will be made to mapped companies. Only parent accounts will be inserted and updated.
Insert/Update Customers and ALL Locations - Both Parent and Child customers from e-automate will be inserted/updated to ConnectWise (Company and sites). Locations will be inserted/updated regardless of whether they meet the criteria set in variables 9/10/11 (Company Type/Contract Type/Branch).
Example: Customers are filtered to only those with a specific contract type, for any PARENT customer that meets the criteria, ALL locations for that parent will sync to ConnectWise and insert/update sites.
Insert/Update Customers and filtered Locations - Both Parent and Child customers from e-automate will be inserted/updated to ConnectWise ONLY when the customer record in e-automate meets the criteria set in variables 9/10/11 (Company Type/Contract Type/Branch).
Example: Customers are filtered to only those with a specific contract type; the child customer must be the main customer on an active contract of that type in order to sync to ConnectWise.
No updates - The sync will attempt to match customers from e-automate to companies in ConnectWise. Where a match is found, the custom property in e-automate will be updated with the Company RecID from ConnectWise. No changes will be made to the information in ConnectWise. Only processes parent/main customers and does not check location customers.
Background Updates Only (ID505) - This mode is used with the ID505 ConnectWise survey and is available starting with the 20260122 version. Only the needed background tables for the survey are populated, and no information in either e-automate or ConnectWise is updated. Only select this option if you will ONLY be using the ID505 survey process and no other ConnectWise integrations.
Variable 9: Customer Type - Filter the customers updated/inserted into ConnectWise to those that match a customer type, enter the customer types from e-automate to sync over. Separate multiple values with commas. Details on customer type in EA.
Variable 10: Contract Type - Filter the customers updated/inserted into ConnectWise to those that match a contract type. Only customers who have an active contract of the type(s) specified will sync. Separate multiple values with commas. Details on EA contract types.
Variable 11: Branch Filter - Filter the customers updated/inserted into ConnectWise to those that match a branch. Only customers with the specified branch will sync. Separate multiple values with commas. Details on EA branch.
Variable W: Territory Filter - Enter a territory name if you would like to filter to only those companies assigned to that territory.**This variable affects all ConnectWise to e-automate sync pieces (ID964, ID965, ID966). If you set a territory filter here, ONLY that territory will be used for all aspects of the ConnectWise sync. See more details on territory in ConnectWise here.
Variable 1: Company Type - If inserting companies into ConnectWise, enter the company type to be used. Must be a valid company type from ConnectWise and you can only enter ONE company type. Details on the ConnectWise customer type.
Variable 4: Company Status - If inserting companies into ConnectWise, optional to specify the status of those companies. Details on the company status in ConnectWise.
Variable 3: Company Territory - If inserting companies into ConnectWise, it's optional to specify the territory to be assigned to the company. Can only specify one territory to be used for all inserts. ConnectWise Company Territory.
Variable 12: CW Credentials - If you have multiple sets of ConnectWise API credentials entered on the CEO Juice website, enter the set to be used with ID747.
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Testing
Testing
There are a few steps to testing the customer sync: getting the testing databases set up, mapping the customers, and testing the functionality of the sync.
Jump to: Testing Options | Customer Mapping | Testing Checklist
Testing Options
Testing Options
Option 1: Update/Insert customers from a test e-automate database to a test ConnectWise database.
Having a test ConnectWise database is not always an option, but going from a test e-automate to a test ConnectWise is the cleanest test of the sync that won't affect your production data. With this testing setup, you can run the customer sync to update and insert companies and sites and view the results without worrying about creating duplicates in your production ConnectWise.
Option 2: Update/Insert customers from a test e-automate database to the production ConnectWise database.
When using a test e-automate database to update or insert customers into the production ConnectWise database, you can use one or more of the filter options to limit the customers from e-automate that will update or insert into ConnectWise. When using this option we recommend updating your test e-automate database with a recent backup from production.
Option 3: Update/Insert customers from the production e-automate database to the production ConnectWise database.
If you are new to ConnectWise and don't have many existing companies set up in ConnectWise, this option is the best way to populate ConnectWise with all of your customers from e-automate. There's little fear of creating duplicate customers or sites in ConnectWise, so running the sync directly from production to production is a good option. If you do have existing companies in ConnectWise, but the companies have the e-automate customer number populated on them, you can also go directly from production e-automate to production ConnectWise.
Depending on the testing option chosen, you’ll need to set up one or more of the following:
1. API Keys in ConnectWise – API keys are required for all testing options. Details on creating API keys
2. CEOJuice test database – Required for options one and two. See creating a CEOJuice Dev Database for notes on creating a test CEOJuice database.
3. e-automate test Database – Required for options one and two. The test database used should be one that will not be refreshed over the course of the testing. See creating a test database in e-automate for notes on creating a test e-automate database.
4. ConnectWise test Database – Required for option one. If using a test ConnectWise database, you’ll need to create a set of API keys for that database.
Mapping customers from CW to EA during testing
Customer Mapping
1. Existing companies in ConnectWise will need to be mapped to the customers in e-automate:
- Is the e-automate customer number in the Company ID field in ConnectWise? If yes, the sync will automatically link the customer from e-automate to the company in ConnectWise.
- Is the e-automate customer number in the Account ID field in ConnectWise? If yes, the sync will automatically link the customer from e-automate to the company in ConnectWise.
**If there are companies in ConnectWise that match customers in e-automate and the e-automate customer number is not in either the Company or Account ID fields, those customers will need to be manually linked using the custom property in e-automate.
2. If you are going to be updating/inserting locations from e-automate to sites in ConnectWise, those will need to be manually linked via the custom property. If you are inserting sites and do not map the existing sites to locations in e-automate, duplicate sites will be created.
If you are unsure if there is any existing mapping, we can run the sync in "No Update" mode and provide you a list of all companies and sites from ConnectWise and show which would be linked and which would be created.
Testing Checklist
Testing Checklist
To test the functionality of ID747, follow these steps:
1. Update the customer information in e-automate and verify that the matching changes are made in ConnectWise.
2. If using the insert functionality, create a new customer in e-automate and verify that the company is created in ConnectWise.
3. Check that all custom fields are populating: on-hold code, sales rep name, and sales rep email.
Once the testing steps have been completed, please let us know, and we will move the sync to production.
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Move to Production
Move to Production
Once you are finished testing, the process to move the sync to production is shown below:
- Review the variables on your ID747 subscription to verify that all is set correctly, most importantly, that the sync mode is correct.
- Verify that any customizations used in testing need to be transferred to production, especially any fields in ConnectWise that were set not to update.
- CEO Juice will copy the customer mapping from test to production.
- The first sync in production can tend to take a while to complete; the first run is always set to run after hours.
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Alert Functionality
Alert Functionality
The sync runs every 15 minutes and checks for records in e-automate that have been updated since the last run of the sync. You can see the last updated time on the customer record in e-views, in the Updated date column:
If there is a record that hasn't been updated in ConnectWise, open the customer record in e-automate and click on the OK button. This will update the last updated date, and the sync will "see" the record to process it.
**For the sync to work properly, the customer custom property configuration must be assigned to all customer records!! See details on assigning custom property configuration in bulk**
Customer information only flows from e-automate to ConnectWise; no updates or changes that you make to a company record in ConnectWise will push back to e-automate. If you do change any of the information that is updated by the sync, that change will stay in ConnectWise until the customer record is updated in e-automate. At that point, the sync will "see" the customer record and update ConnectWise to match back to e-automate.
You can check for the last user to update the company record in ConnectWise by checking the Audit Trail tab:
Jump to: Sync Mode | Customer Mapping | Customer Linking | CW Main Site | Initial Sync | CW Company ID | CW Account ID | CW Company Status | CW Company Type | CW Sites | Territory | On Hold Code | Sales Reps | Team Tab | EA Customer Type | EA Contract Type | EA Branch
Sync Mode
Sync Mode
There are several different modes that the sync can run in:
Update Customers only - Only push customer updates from e-automate to ConnectWise. This option will only update Companies in ConnectWise when the sync logic can make a match between a customer record in e-automate and a company in ConnectWise. Details on how the sync links customers. Any customer records in e-automate that are location (child) customers will NOT be processed.
Update Customers and Locations - Push updates for both customers (Parent in e-automate) and locations (Child in e-automate, site in ConnectWise). The sync will only update Companies and Sites in ConnectWise that are matched between the two systems. Customer records from e-automate that are not matched will not update in ConnectWise.
Insert/Update Customers only - Customers from e-automate will be updated and inserted into ConnectWise as companies. Only parent accounts will be inserted and updated. No child locations from e-automate will be considered. The sync will first attempt to match the e-automate customer to a company in ConnectWise using these steps to link customers between EA and CW. If no match is found, the sync will create a new company in ConnectWise.
Insert/Update Customers and ALL Locations - Both Parent and Child customers from e-automate will be inserted/updated to ConnectWise. Locations will be considered regardless of whether they meet any filtered criteria based on variables 9, 10, and 11. The sync must be able to determine the company to insert/update the site for; if no company is found, it will not insert or update the location record from e-automate.
Example: Customers are filtered to only those with a specific contract type, for any PARENT customer that meets the criteria, ALL locations for that parent will sync to ConnectWise and insert/update sites.
Insert/Update Customers and filtered Locations - Both Parent and Child customers from e-automate will be inserted/updated to ConnectWise. Only locations that meet any filtered criteria from variables 9, 10, and 11 will be inserted/updated in ConnectWise. The sync must be able to determine the company to insert/update the site for, otherwise it will not insert or update the location record from e-automate.
Example: Customers are filtered to only those with a specific contract type; the child customer in e-automate must be the main customer on an active contract of that type in order to sync to ConnectWise.
No updates - The sync will attempt to match customers from e-automate to companies in ConnectWise. Where a match is found, the custom property in e-automate will be updated with the Company RecID from ConnectWise. No changes will be made to the information in ConnectWise. This option allows for the needed custom properties and background tables to be populated, and can be used when it is not desired to have the ConnectWise company records match e-automate. This mode only looks at parent customers in e-automate and does not update location numbers with the site address RecID from ConnectWise.
Background Updates Only (ID505) - Only the background tables needed for the ID505 ConnectWise survey are populated. No updates are made to either e-automate or ConnectWise by the sync.
Customer Mapping
Customer Mapping
Companies from ConnectWise are linked to parent customer records in e-automate via a custom property. (See instructions for creating custom properties.) Companies in ConnectWise can not be mapped to location customers in e-automate. For the sync, a parent customer is defined as one that is NOT set as a location to another customer record. See Parent / Child setup best practices for more details on customer setup.
To map the companies in ConnectWise to the customers in e-automate, follow these steps:
1. Find the ConnectWise Company RecID for the company. This column is shown in the Company listview in ConnectWise.
**If you do not see the Company_RecID column in your company list view in ConnectWise, you can add this field by clicking on the gear icon to customize the list view, then finding Company_RecID in the hidden columns section and using the arrows in the middle to move the column over to the visible columns list.
2. Add the Company RecID to the custom property ZCJ_CW_CompanyID in e-automate:
We are able to do a bulk update of the custom property values in e-automate for the companies if you have more than 250 records to update. You'll need to send us a spreadsheet with the Company RecID from ConnectWise and the e-automate customer number.
Customer Linking
Customer Linking
The sync follows this logic to link customers between the two systems:
1. Is the Company RecID from ConnectWise entered into the custom property ZCJ_CW_CompanyID?
If a match is found, these customers are linked, and this linking is added to the CEO Juice background tables. If no match is found, the sync moves to the next step.
2. Does the e-automate customer number have a match in the Company ID field in ConnectWise?
If a match is found, these customers are linked, and the sync will add the Company RecID from ConnectWise to the custom property in e-automate and add the linking to the CEO Juice background tables. If no match is found, the sync moves to the next step.
3. Does the e-automate customer number have a match in the Account Number field in ConnectWise?
If a match is found, then these customers are linked, and the sync will update the custom property in e-automate with the Company RecID from ConnectWise and add this linking to the CEO Juice background tables.
If the sync is set to insert customers and there is no match found at these three levels, then the sync will insert the customer into ConnectWise. The sync will then write back the new Company RecID to the custom property in e-automate for the customer and add this linking to the CEO Juice background tables.
If the sync is set to only update, and no match is found, then the customer from e-automate will not be linked to a company in ConnectWise. No information from e-automate will be pushed to ConnectWise for this customer. You can determine if the customer in e-automate is linked to a company in ConnectWise by checking to see if the custom property value is populated on the customer record in e-automate.
**The sync links these customers in our background tables at the initial sync; subsequent syncs will first look for a customer match in these background tables. Should you need to remap a customer, you will need to ask us to correct the background tables. Changes made to the custom property in e-automate or the Company ID/AccountID in ConnectWise once a company is linked in our background tables will not have any effect on the customer mapping.
CW Main Site
CW Main Site
Every company in ConnectWise has a site record designated as the primary address record for the company. Even companies that have no locations will have one site record, as that is where ConnectWise stores the address of the company.
The primary address site IS NOT MAPPED TO A LOCATION IN E-AUTOMATE, as the address for this site is updated when the company record is updated.
When looking at the list of sites for a company, there will be one that is marked as the Primary site:
This site is usually named "Main" as that is the default name used when a new company is created in ConnectWise. In the above example, the sites named Studio 2, Studio 3, Studio 4, and Studio at The Falls will all be mapped to location customers in e-automate. The site marked as the primary site will not be mapped.
The main (parent) customer in e-automate is mapped to the matching company in ConnectWise using the company RecID. The location (child) customers are all mapped using the site address RecID. The primary billing site in ConnectWise is not mapped to either a main customer or a location customer.
Initial Sync
Initial Sync of Customers to ConnectWise
At the initial run of the sync, customer records updated in the last 10 years will be "seen" by the sync and updated/inserted in ConnectWise. (The look back is based on the last time someone opened the record in e-automate and then clicked on the OK button, not the create date of the record in e-automate.) After the first run, only records updated since the last sync will be updated/inserted (approximately every 15 minutes). Opening the customer record and then clicking on the OK button will cause the last update date to be updated in e-automate, even if you did not make any changes to the record.
You can see the last updated date in e-views:
If you need to have the sync go back farther than 10 years on the initial run, please let us know so that we can manually set the date to what is needed to capture all records in your e-automate.
CompanyID
Company ID in ConnectWise
The Company ID field in the Company Details pod is the first field in ConnectWise that the sync will check for a match to the e-automate customer number, after checking the custom property in e-automate for a match to the Company RecID. The Company ID field in ConnectWise only allows alphanumeric characters. If you have customer numbers in e-automate that utilize characters such as & or -, you will not be able to have the e-automate customer number in the Company ID field.
If you have the sync set to insert companies into ConnectWise, those companies will be created with a Company ID that follows this format: EA EACustomerID. In the example below, the e-automate customer ID is 33095, and so the Company ID is set to EA 33095.
The Company ID field is only touched by the sync when a new company is inserted into ConnectWise. It is possible to change the company ID after the company has been created; doing so may affect the linking of newly created customers in e-automate if the Company ID is changed to a value that matches an existing e-automate customer number. For example, a company in ConnectWise has the Company ID changed to AW02. If a new customer record is created in e-automate with the customer number of AW02, and the customer record in e-automate is not linked to a company in ConnectWise using the custom property for the Company RecID, the sync will match the new customer in e-automate to the existing company in ConnectWise and update all information in ConnectWise to match the new customer in e-automate.
Account ID in ConnectWise
Account ID in ConnectWise
The Account ID field in the Finance Details pod in ConnectWise is the second field in ConnectWise that the sync will check for a match to the customer number in e-automate.
When the sync creates companies in ConnectWise, it populates the Account ID on the finance section with the e-automate customer number:
This field is touched on updates, so if the customer number changes in e-automate, this field will be updated. This field supports special characters.
CW Company Status
CW Company Status
By default, the sync will create companies in ConnectWise with the status of Active. If you want the sync to use a different status, you can specify one in variable 4. The company status is only used when ID747 creates the company in ConnectWise; the sync does not touch this field on updates.
The status must be a valid company status from ConnectWise. The list of company statuses can be found in ConnectWise by going to Setup Tables and then Company Status List:
CW Company Type
CW Company Type
The option set in variable 1 must be a valid company type from ConnectWise. The default option is set to client, but you can update this with another valid company type from ConnectWise if you would like. To find the list of company types in ConnectWise, go to the Setup Tables and then Company Type List:
If you are using the sync in one of the Insert modes, and the company type is not an exact match to the variable, the sync will fail to create the company record in ConnectWise.
The sync can only set one company type on the created company in ConnectWise. Once the company record is created in ConnectWise, you can add as many company types as needed. The sync does not touch this field on updates.
CW Sites
ConnectWise Sites
Sites in ConnectWise map to location (child) customers in e-automate. You can not map sites in ConnectWise to parent customers in e-automate; they must map to location customers. Parent customers are those that are NOT a location of another customer record, and child locations are those that ARE set as a location of another customer record.
In order for the sync to update existing sites in ConnectWise, those sites will need to be manually linked to the locations in e-automate prior to the first sync in production. This is done via the custom property ZCJ_CW_SiteAddressRecID; you'll need to enter the Address RecID for each site into the custom property of the matching location in e-automate.
For the sync to create sites in ConnectWise, the customer record in e-automate must be set as a location, and the custom prop ZCJ_CW_SiteAddressRecID must be available. If the custom property is missing, the sync will not create a site.
The site address RecID is found in ConnectWise by going to the Sites tab of the company record, and the value needed is in the Address RecID column:
If you do not see the Address RecID column on the sites tab, you can add it to your view by clicking on the gear icon to 'customize view list', located in the upper right next to the help button:
Find the Address RecID in the Hidden columns list and move it over to the visible columns.
The Site Address RecID goes in the ZCJ_CW_SiteAddressRecID custom property on the location record in e-automate:
The site name in ConnectWise is limited to 50 characters; if the customer name in e-automate is longer than this, the sync will truncate the site name. When the sync truncates the site name, it will add the e-automate customer number at the beginning of the name to help distinguish the site from others that may have the same name due to the truncation.
If you have the sync set to insert sites and do not have existing sites mapped to the matching location in e-automate the sync will create duplicate sites.
We are able to do a bulk update of the custom property values in e-automate for the sites if you have more than 250 records to update. You'll need to send us a spreadsheet with the Address RecID from ConnectWise and the e-automate customer number.
Territory
Territory
The territory assigned to each company in ConnectWise can be used to filter what companies are synced between e-automate and ConnectWise. The territory is shown on the company record here:
**Agreements and sales orders have a location field option; this is NOT where the sync is looking for the territory. It is ALWAYS looking at the Territory name on the Company record.
Territory names are found in ConnectWise in My Company, on the structure tab:
If you enter a territory name in variable W, only companies assigned to that territory will be synced. The territory name in ConnectWise must exactly match the variable, including capitalization and spacing. If there is a territory entered and that name doesn't match exactly to the company territory, that company will be skipped and will not sync. Please keep in mind that this territory variable applies to ALL ConnectWise syncs: ID964 Agreements, ID965 Service Tickets, and ID966 Sales Orders. Each of these syncs will check to ensure that the company assigned to the agreement, service ticket, or sales order has the correct territory to match Variable W. If the territory does not match, the sync will skip entering the information.
If you are inserting companies from e-automate to ConnectWise and need to assign a territory to these companies, you can do so by entering the territory name in Variable 3. The territory field is added on insert, but is not touched on updates. If you would like the territory updated when the company record is updated, please send an email to help@ceojuice.com requesting this change.
There is also an option to have the Territory field from the ConnectWise company update a custom property in e-automate. If you would like to have this option enabled, you'll need to create a new custom property in e-automate for this and then send an email to help@ceojuice.com requesting this change and include the name of the custom property in e-automate to be used.
On Hold Code
On Hold Code
When a customer is placed on hold in e-automate, the sync will pass the name of that on-hold code to the custom field ZCJ_OnHoldCode on the company record in ConnectWise.
**Only Companies in ConnectWise are able to have custom fields. When location customers are put on hold in e-automate, there will be no update to the site in ConnectWise.**
The sync will only update the custom field with the name of the on-hold code; it will not place the company in ConnectWise on hold. There is no functionality in ID747 that will place a company on hold when the customer is placed on hold in e-automate.
The on hold code is found on the Account tab of the customer record in e-automate, when this field is populated, the sync will pass the name of the on hold code to the custom field in ConnectWise.
The name of the on-hold code will populate in the custom field on the company record in ConnectWise:
How to create the custom field in ConnectWise.
Beginning with the 20241022 version of the sync, there is an option to update the ZCJ_OnHoldCode field to indicate that the company is not on hold. For example, when the company is placed on hold, the ZCJ_OnHoldCode field will show 'CH - Credit Hold'. When the hold is removed in e-automate, the ZCJ_OnHoldCode field in ConnectWise will update to show 'No Hold'.
This is helpful if you would like to create a workflow in ConnectWise to update the company status based on this custom field. See more details on creating a workflow in ConnectWise here. If you would like to utilize this option, you'll need to send an email to help@ceojuice.com and request that it be turned on, along with the verbiage you want to use to indicate that the company is no longer on hold in e-automate.
Sales Reps
Sales Reps
If you would like to sync the sales rep from the e-automate customer record to the company in ConnectWise, you can do that by creating a custom field for the sales rep information in ConnectWise. The custom fields that you will need to create are:
ZCJ_SalesRep
ZCJ_SalesRepEmail
See How to create custom fields in ConnectWise for further details on how to create these custom fields in ConnectWise.
These custom fields will be added to the Company Overview section in ConnectWise:
The information updated to these fields is pulled from the sales rep assigned to the customer record in e-automate:
Sales Rep Options
Beginning with the 20240822 version of the sync, there is an option to sync the sales rep name from a custom property on the customer record in e-automate to the custom fields in ConnectWise. To use this option, you'll need to email help@ceojuice.com to ask to have the option turned on. You will need to create a custom property in e-automate per these instructions.
Additionally, starting with the 20240822 version of the sync, there is an option to completely turn off the updating of the sales rep custom fields in ConnectWise. To use this option, you'll need to email help@ceojuice.com to ask to have the option turned on.
Team Tab
Team Tab
Beginning with the 20240822 version of ID747, you have the option to add the sales rep assigned to the customer in e-automate to the team tab of the company record in ConnectWise. By default, this tab of the company record will not update; you will need to send an email to help@ceojuice.com to ask to have the feature turned on.
**To use this feature, you must be using either the sales rep assigned to the customer record in e-automate or the sales rep in the custom property to populate the sales rep custom fields in ConnectWise.**
The team tab of the ConnectWise company record is here:
The sales rep record in e-automate will need to have the custom property ZCJ_CW_EmpRecordID populated with the member RecID from ConnectWise. If the sales rep assigned in e-automate is not mapped to a member, the sync will be unable to add the member to the Team tab. Details on mapping sales reps.
To add a member to the team tab of the company record, you need to specify a Role to be used. When you ask to have this option turned on, you will need to specify the role to be used. You can review the roles in ConnectWise by going to the Setup Tables and then Team Role List:
**If you are syncing the sales rep from the custom property on the customer record in e-automate, that is the sales rep that will be added to the team tab of the company.
EA Customer Type
EA Customer Type
If you would like to filter the customers from e-automate that insert or update to ConnectWise, you can do so by using the customer type in e-automate. Enter the Customer Type(s) into the variable, the value highlighted in yellow in the screenshot below.
Only customers matching the customer types set in variable 9 will be processed by the sync. Customer types are set in e-automate in Tools - Lists and Codes - Customer Types:
The customer type can be seen on the customer record in e-automate, right below the customer name:
EA Contract Type
EA Contract Type
If you would like to filter the customers from e-automate that insert or update to ConnectWise, you can do so by using the contract types in e-automate. Enter the value from the contract type column into the variable, highlighted in yellow below.
Only customers with an active contract of one of the types set in Variable 10 will be processed by the sync. Contract types are set in e-automate in Tools - Lists and Codes - Contract Type:
The contract type is seen on the contract right below the customer name:
If you are using this filter on the companies that will sync, be aware that adding a new contract of the specified type will not automatically create the company in ConnectWise. To create the company in ConnectWise, you will need to go to the customer record in e-automate, open the record, and then click on the OK button. This will cause the sync to 'see' the record and create the company in ConnectWise on the next run of ID747.
Also, if you are using ID964 to sync agreement invoices from ConnectWise, you will need to manually create the customer record in e-automate first and link it to the ConnectWise company. Then ID964 will be able to create the contract in e-automate.
EA Branch
EA Branch
If you would like to filter the customers from e-automate that insert or update to ConnectWise, you can do so by using the branch in e-automate. Enter the branch number into the variable, the value highlighted in yellow below.
Only customers who have the branch set in variable 11 will be processed by the sync. The list of branches in e-automate can be found in Accounting - Branches:
The branch is on the account tab of the customer record, at the bottom of the list of drop-down fields.
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Best Practices & Tips
Best Practices & Tips
Jump to: Customer not inserted | Sites not Inserted | Parent / Child | e-views | Deleted Companies | Duplicate Companies/Sites | Prospects | CW Workflow | EA Custom Prop to CW Custom Field | Custom Properties | Custom Fields
Customers not inserted
Customers Not Inserted/Updated
If you have a customer that hasn't been inserted or updated in ConnectWise, the first thing to verify is that the customer record in e-automate is a parent customer. ID747 will not create a company in ConnectWise from a child/location customer record. If you have a location customer in e-automate, see the instructions on what to check when a site is not syncing.
Once you've verified that the record is a parent customer, open the customer record in e-automate and then click on the OK button. This will update the "last update" time on the record, and the sync will process the customer record again. Beginning with the 20240.22 version of ID747, errors in creating or updating companies will be reported on the email that the sync sends.
If the customer has not updated or created after 15 minutes, check the following things:
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Are variables 9, 10, or 11 in use on the subscription to limit the customers that sync to ConnectWise based on customer type, contract type, or branch?
- If yes, does the customer you are trying to update/insert match that criteria?
- Does the customer record in e-automate have an address and state listed? If it does not, add that information, and the customer should insert or update.
- Check the state listed for the customer; the state name should either be the full name or the two-letter abbreviation. Additional spaces or characters in this field will cause the sync to not insert or update the customer.
- Are there special characters in either the customer's name or address? Having characters such as a semi-colon, single, or double quotes in the name or address will cause the sync to fail to insert.
- Try reformatting the information on the record in e-automate. The API can be picky about the information it inserts into ConnectWise and sometimes will not insert a customer due to formatting issues.
- In ConnectWise, check that the Revenue Year field is not populated with a zero on companies that should be updating, as this will cause the ConnectWise API to reject the update the sync is trying to make. This field is on the Profile tab of the company record. Changing this value to one between 1900 and 9999 will allow the sync to update the company record.
If the customer still has not been inserted, send the customer information to help@ceojuice.com, and we can review the sync for errors.
Sites not Inserted/Updated
Sites not Inserted/Updated
If you have sites that have not been created in ConnectWise, the first troubleshooting step is to open the customer record in e-automate and verify that the customer custom property configuration has been applied to the record and that the customer record is a location customer. If the custom property ZCJ_CW_SiteAddressRecID is not available or the record is not a location of another record in e-automate, the sync will not process the record.
If needed, add the custom property configuration and then click OK on the customer record. Wait 15 minutes for the sync to pick up the record, then check ConnectWise for the site. If the site is still not created or updated, check the following things:
- Is the parent customer mapped in ConnectWise? If the parent company is not mapped, the sync will not be able to create a site record.
- Check the variables on ID747 to determine if there are any filters applied to the sites that will be updated and inserted.
If the site is still not updated or created, send an email to help@ceojuice.com with the customer number, and we will review the location record.
Parent / Child
Parent / Child Setup
When ID747 is processing customer records from e-automate, only those customer records that are NOT set as a location are considered to update or insert Companies in ConnectWise. Once the companies have been updated, ID747 will check all customer records in e-automate that ARE set as locations to make updates or inserts to the Sites in ConnectWise.
Parent customer records will show the list of locations on the location tab of the customer record:
Child customer records will show the parent customer number on the location tab:
If a customer record switches from parent to child or vice versa after ID747 has updated the customer record, there are several issues that may arise:
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The customer record in e-automate will potentially have both custom properties populated, which can cause issues with the customer mapping used in ID964/ID965/ID966.
- Due to the customer linking in the CEO Juice background tables, ID747 may update the ZCJ_CW_CompanyID custom property if you manually delete the value in that field.
- Duplicate sites can be created if the customer record changes to a location, but the ZCJ_CW_SiteAddressRecID is not linked to an existing site in ConnectWise.
- There will be a company in ConnectWise that could potentially be used on transactions that would not sync to e-automate due to the customer mapping issues.
If this situation arises, you must reach out to help@ceojuice.com so that we can update the linking in the background tables.
e-views
e-views
There are two custom e-views for ID747 that show the mapped companies and mapped sites from ConnectWise to e-automate. These views are found in the System section in e-views:
CEO Juice ID747 Mapped ConnectWise Companies List shows the list of mapped parent customers to companies in ConnectWise. For the customer record to show in the e-view, the customer record in e-automate must have the ZCJ_CW_CompanyID custom property populated, and the company from ConnectWise must be listed in our background tables.
Columns that begin with CW are pulled from ConnectWise.
CEO Juice ID747 Mapped ConnectWise Sites List shows the list of mapped location customers to sites in ConnectWise. In order for a location to show in this e-view, the location in e-automate must have the custom property ZCJ_CW_SiteAddressRecID populated and the site must be listed in our background table.
Columns that begin with CW are pulled from ConnectWise.
Deleted Companies
Deleted Companies
Any deleted companies go to the recycle bin inside the Mass Maintenance in case it was deleted by accident. To see these companies, go to System and then Mass Maintenance:
Open the Company Recycle bin to see the list of companies that have been deleted.
At the top of the screen listing the companies that have been deleted is an option to permanently delete the company (1) or restore the company to the companies list (2).
The sync will not be able to create new companies for any companies that are showing in the Company Recycle bin. You'll need to permanently delete the company before the sync can create a new one. Beginning in the 20240822 version of ID747, companies that are linked to deleted companies will be flagged in the email sent by ID747.
Duplicate Companies and Sites
Duplicate Companies and Sites
It is VERY important that if you have any companies in ConnectWise that match customers in e-automate, that you have these customers mapped PRIOR to running the sync in one of the insert modes. If there is no way for the sync to match the e-automate customer record to a company in ConnectWise, the sync will create a new company that may be a duplicate of an existing company.
Additionally, once the process is running live, if you create a company in ConnectWise and then create the matching customer record in e-automate, you must add the Company RecID from ConnectWise to the custom property on the e-automate customer record. If you do not properly map the customers, the sync will create a duplicate company in ConnectWise, and this will cause the other ConnectWise integrations to fail due to a customer mapping error.
Example: Company Amy's Yoga was created in ConnectWise in April. The customer record for Amy's Yoga in e-automate was not created until May. If the customer record in e-automate does not have the company RecID from ConnectWise entered into the custom property, and ID747 is running in one of the insert modes, the sync will create a duplicate company in ConnectWise. This duplicate company is the one that will be linked to the customer in e-automate, but all activity in ConnectWise is done under the first company created for Amy's Yoga. Any service calls, agreement invoices, or sales orders that are created in ConnectWise will not sync to e-automate due to a 'Customer not found' error.
It is even more important that sites are mapped by the custom property in e-automate, as that is the ONLY way that the sync can match a location customer in e-automate to a site in ConnectWise. Without this mapping in place, the sync will create duplicate sites.
The sync will report daily on customers where multiple customer records are mapped to the same company or site in ConnectWise, but we are unable to report on companies or sites in ConnectWise that may be duplicates. If you find duplicate companies or see a customer record in e-automate that is linked to the wrong company in ConnectWise, please email help@ceojuice.com so that we can correct the customer mapping.
Prospects
Prospect Companies
Often, companies are created in ConnectWise as prospects and are not ready to be immediately created in e-automate. This flow can be accommodated by the customer sync in this manner:
1. Once the prospect has a transaction that will be synced to e-automate (agreement, sales order, service ticket), the customer record should be created in e-automate.
2. When the customer record is created in e-automate, the Company RecID from the ConnectWise company should be added in the ZCJ_CW_CompanyID custom property.
On the next run of ID747, the newly created customer in e-automate will be linked to the company in ConnectWise, and the company in ConnectWise will be updated to match the data from e-automate.
It is crucial that the newly created customer in e-automate is linked to the company in ConnectWise; otherwise, the sync will create a duplicate company in ConnectWise.
CW Workflows
CW Workflows
The ID747 customer sync will not change the status of the company record in ConnectWise, but you can use the data in the ZCJ_OnHoldCode field to create a workflow rule to update the status of the company. Two workflows would need to be created in ConnectWise, one to update the company status when ZCJ_OnHoldCode contains CW - Credit Hold and another to indicate that the on-hold has been released. If you would like the sync to populate the ZCJ_OnHoldCode field with a value indicating that the company is not on hold, that is available starting with version 20241018. To turn on that option, please send an email to help@ceojuice.com.
To create a workflow rule in ConnectWise, go to the Setup Tables and select Workflow Rules:
Create a new rule with these settings:
1. Table = CRM
2. Rule = When ZCJ_OnHoldCode contains CH - Credit Hold (match to the verbiage from e-automate for the credit hold on-hold code)
3. Event = Change Company Status
If there are further questions on creating workflow rules in ConnectWise, please see the ConnectWise PSA help documentation.
EA Custom Property to CW Custom Field
EA Custom Property to CW Custom Field
ID747 can be configured to map a custom property from the e-automate customer record to a custom field on the ConnectWise company record. This feature is available starting with the 20260507 version. This allows you to carry over any additional customer data you store in e-automate and keep it visible on the CW company.
This mapping is set up by the CEO Juice team and is not configurable through the ID747 variables. To enable it, contact help@ceojuice.com and provide the following:
- The e-automate custom property name — the attribute name as it appears in e-automate.
- The ConnectWise custom field caption — the field caption exactly as it appears on the CW company overview custom field.
Once configured, the value from the EA custom property will be written to the specified CW custom field each time the company record syncs. The custom field must already exist on the ConnectWise company overview before the mapping can be activated — see these steps for creating a custom field in ConnectWise if needed.
Note: Custom fields are only available on ConnectWise company records. This mapping applies to parent customers only and will not update CW sites.
Custom Property Set Up
Custom Property Set Up
Bulk Assign Custom Property
When creating new customers in e-automate, make sure that you are assigning the custom property configuration to the customers so that these custom properties are on the customer record, so the sync can update them!
To bulk assign the customer custom property configuration, in e-automate, go to Lists and Codes, Configurations (Customer properties) (1), and click on the Assign button (2):
The tracking configuration assignment window will pop up (3), and you can use the QuickSearch to find customers that do not currently have a custom property assigned.
ZCJ_CW_CompanyID
Company Number
The ZCJ_CW_Company ID field holds the Company RecID from ConnectWise and is the primary mapping used between e-automate and ConnectWise.
Attribute name: ZCJ_CW_CompanyID
Description: ConnectWise Sync Company ID
Data type: Numeric
The value to be entered in this field is the Company_RecID number from ConnectWise:
**If you do not see the Company_RecID column in your company list view in ConnectWise, you can add this field by clicking on the gear icon to customize the list view, then find Company_RecID in the hidden columns section and use the arrows in the middle to move the column over to the visible columns list.
To update existing ConnectWise companies, you'll need to enter the ConnectWise ID number. If the ID provided is invalid, the sync will not be able to update the record.
We can bulk update the custom property for you. We need a spreadsheet that contains the e-automate customer number and the linked ConnectWise Company RecID.
ZCJ_CW_SiteAddressRecID
Site Number
Attribute name: ZCJ_CW_SiteAddressRecID
Description: ConnectWise Sync Site's Address RecID
Data type: Numeric
The value to be entered is the Address RecID from the Site:
To update existing ConnectWise sites, you'll need to enter the ConnectWise ID number. If the ID provided is invalid, the sync will not be able to update the record. **If you have the sync set to insert locations, you must map existing locations in e-automate to the existing sites in ConnectWise prior to the initial running of the sync; otherwise, the sync will create duplicate sites in ConnectWise.
We can bulk update the custom property for you. We need a spreadsheet that contains the e-automate customer number and the linked ConnectWise Address RecID.
ZCJ_SyncToCW
Custom Property to Sync to ConnectWise
There is one custom property that can be used to override the filters used to determine customers to sync and insert/update the customer in ConnectWise. Customers with ZCJ_SyncToCW set to NO will be excluded from the sync. If there are no filters in place for customer type, contract type, or branch, the sync treats YES and blank as the same and will sync the customer.
Attribute name: ZCJ_SyncToCW
Description: Sync Customer to CW
Data type: Yes/No
ZCJ_CW_SalesRepNum
Sales Rep (Optional)
This custom property is only needed if using the option to update the sales rep custom fields in CW from a custom property on the customer record instead of the sales rep assigned to the customer record. If you are not syncing the sales rep, or using the standard sales rep assigned to the customer, this custom property is not needed.
Attribute name: ZCJ_CW_SalesRepNum
Description: Sales Rep to Sync to CW
Data type: Lookup
Lookup Type: SH_AGENT_NUMBER
This custom prop will be a lookup to the employees in e-automate. On the customer record in e-automate, set the sales rep to update the custom fields in ConnectWise. To utilize this field, you will need to email help@ceojuice.com and ask to have the option turned on.
CW Custom Field
Custom Fields in ConnectWise
You can create custom fields in ConnectWise to store the on-hold code and the sales rep information.
Custom Field for On Hold Code
If you want to store the on-hold code from e-automate on the ConnectWise company record, you'll need to create a custom field on the company overview.
**Only Companies in ConnectWise are able to have custom fields. When location customers are put on hold in e-automate, there will be no update to the site in ConnectWise.**
To create the custom field in ConnectWise, go to Setup Tables > Custom Fields > Company Overview
Click on the plus sign next to Custom Fields to create a new field. The field caption is ZCJ_OnHoldCode, and be sure to check the options to Display on Screen and Include on List View so that the field is visible to users in ConnectWise.
This field will hold the On Hold code from e-automate; it is an informational field only.
Sales Rep Custom Fields
If you want to store the sales rep information from eAutomate on the ConnectWise company record, you'll need to create two custom fields on the company overview, one for the sales rep name and one for the sales rep email.
To create the custom field in ConnectWise, go to Setup Tables > Custom Fields > Company Overview
ZCJ_SalesRepName - This field will hold the name of the sales rep from e-automate. The Field caption should be ZCJ_SalesRepName, and be sure to check the options to Display on Screen and Include on List View so that the field is visible to users in ConnectWise
ZCJ_SalesRepEmail - This field will hold the email address for the sales rep from e-automate. The field caption should be ZCJ_SalesRepEmail, and be sure to check the options to Display on Screen and Include on List View so that the field is visible to users in ConnectWise.
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Related Alerts
Related Alerts
ID522 - Syncs invoiced project tickets from ConnectWise to e-automate
ID912 - Calls created in e-automate can be moved to ConnectWise to be worked on
ID964 - Syncs agreement invoices in ConnectWise to contracts in e-automate
ID965 - Syncs service tickets from ConnectWise to service calls in e-automate
ID966 - Syncs sales orders from ConnectWise to sales orders in e-automate.
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