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ID747 - Inserting/Updating eAuto customers in to CW Manage

This sync between eAutomate and ConnectWise updates customer information. The sync will update companies in ConnectWise from the information in eAutomate. You have the option to also insert new companies from eAutomate into ConnectWise.

Jump to Overview | Samples | Variables | Setup | Alert Functionality | Best Practices & Tips |  Related Alerts

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Overview

Overview

Especially for clients new to ConnectWise Manage, this is a good way to push your existing IT customers into CW Manage. There are several filter options to refine the customers to push over or you can insert all active customers. If pushing all active eAuto customers we suggest you first turn on process ID156 to make eAuto customers inactive so only active ones are left to insert.

We believe that eAutomate should be the master for customer information, so the sync will push updates from eAutomate customer records to the company records in ConnectWise. No changes to the company record in ConnectWise will push back to eAutomate. Parent customers in eAutomate (not a location of another customer record) will sync to companies in eAuotmate. Location customers in eAutomate (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 update the territory or status and you can add custom fields in ConnectWise to sync the sales rep from eAutomate 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.

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 updating the company records in ConnectWise. 

 

Run Schedule: Every 15 minutes

Type of Output: Sync

 

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Sample

Sample

Updates from eAutomate are pushed to ConnectWise. Updated fields are Name, Address, City, Status, Zip, Phone, Website:

EA_customer_sample.jpg

On-hold code will also sync to CW:

ea_customer_on_hold.jpg

On ConnectWise Company:

cw_company_example.jpg

Optional fields to update in ConnectWise are the territory and status, if you wish to update these fields, you'll need to enter the values to be used in Variable 2 and Variable 4.

territory_and_status_in_CW.jpg

There is also an option to create custom fields in ConnectWise for the sales rep and sales rep email address. The custom field names need to be: ZCJ_SalesRepName and ZCJ_SalesRepEmail. See here for details on how to create the custom fields in ConnectWise. When the custom fields exist, and the sales rep information is populated on the eAutomate customer record, the sync will update these fields.

The sales rep is here in eAutomate:

ea_sales_rep.jpg

The information will populate in the custom fields in ConnectWise:

sales_rep_in_cw.jpg

 

 

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Setup

Setup

1. Subscribe to ID747, being sure to update the variables as needed. 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

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)  

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, the test database should be recently refreshed so that the customer information is up to date. If you have a test ConnectWise database, we can initially sync from that, but it is not required.    **It's important that this test eAutomate database is not refreshed with new data during the testing process!!

**When creating a test eAutomate database be sure that you set up the company in eAdmin and don't just set the database up in SSMS. If you have questions on how to create a company in eAdmin, the ECI help page (16.1 | 17.2 | 20.1) has details under E-admin > Company Management > Creating and Restoring a Company:

EA_test_database.jpg

 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.  

Once these setup steps are complete, let us know at help@ceojuice.com and we'll get the customer sync installed for testing.

5. If you have existing companies set up in ConnectWise, do they have the eAutomate 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. See more details on the customer mapping here.

6. Sites in Connectwise link to locations in eAutomate, if you wish to use the sync to create or update sites, they will need to be manually linked together between the two systems. This is done via a custom property on the location company in eAutomate. We can update the custom property fields in eAutomate for you if you provide us with a spreadsheet of the customers in eAutomate and the matching site address Rec ID values from ConnectWise.

7. Create the custom field ZCJ_OnHoldCode in ConnectWise to store the on hold code from eAutomate. Details on how to create that field here.

Variables

Variables

updated_variables_1.jpg

Variable 8: Customer Sync Type - Choose from the drop-down the type of sync you want to have in place:

Update Customers only - Only push customer updates from eAutomate to ConnectWise.

Update Customers and Locations - Push updates for both customers (Parent in eAutomate) and locations (Child in eAutomate, site in ConnectWise). 

Insert/Update Customers only - Customers from eAutomate will be inserted into ConnectWise as companies. Only parent accounts will be inserted and updated.

Insert/Update Customers and ALL Locations - Both Parent and Child customers from eAutomate will be inserted/updated to ConnectWise. Locations will be inserted/updated regardless of whether they meet any filtered criteria for customer type or contract type. Locations in ConnectWise are Sites.

Insert/Update Customers and filtered Locations - Both Parent and Child customers from eAutomate will be inserted/updated to ConnectWise. Only locations that meet any filtered criteria will be inserted/updated in ConnectWise. Locations in ConnectWise are Sites.

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Variable 9: Customer Type - If inserting customers from eAutomate into ConnectWise, enter the customer types from eAutomate to sync over. Separate multiple values with commas. 

Variable 10: Contract Type - If inserting customers from eAutomate into ConnectWise, use this filter option to only sync customers that have an active contract of a set type.

Variable 11: Branch Filter - If inserting customers from eAutomate into ConnectWise, use this filter option to only sync customers with this branch.

updated_variables_3.jpg

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 eAutomate 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.

Variable 4: Company Status - If inserting companies into ConnectWise, optional to specify the status of those companies. 

updated_variables_4.jpg

Variable 3: Company Territory - If inserting companies into ConnectWise, option to specify the territory to be assigned to the company. Can only specify one territory to be used for all inserts.

Variable 6: On Hold Code Field - Enter the field in ConnectWise where you want to store the on hold code from eAutomate. 

 

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Alert Functionality

Alert Functionality

Customer information only flows from eAutomate to ConnectWise; no updates or changes that you make to a company record in ConnectWise will push back to eAutomate. 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 eAutomate. At that point, the sync will "see" the customer record and update ConnectWise to match back to eAutomate.

Jump to: Customer Mapping | Initial Sync | CW Company ID | CW Sites | Territory | Sales Reps

Customer Mapping

Customer Mapping

Companies from ConnectWise are linked to parent customer records in eAutomate via a custom property. (See instructions on the custom properties here.) Companies in ConnectWise can not be mapped to location customers in eAutomate. For the sync, a parent customer is defined as one that is NOT set as a location to another customer record. See this link for more details on best practices for parent/child customer setup in eAutomate.

To map the companies in ConnectWise to the customers in eAutomate, follow these steps:

1. Find the ConnectWise Company RecID for the company, this column is shown in the Company listview in ConnectWise.

customer_number_in_cw.jpg

**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.

2. Add the Company RecID to the custom property ZCJ_CW_CompanyID in eAutomate:

customer_mapping_1.jpg

 

The sync follows this logic in determining matching customers between the two systems:

1. Is the Company RecID from ConnectWise entered into the custom property ZCJ_CW_CompanyID?

CW_sync_match_1.jpg

If a match is found, these customers are linked, if no match is found, the sync moves to the next step.

 

2. Does the eAutomate customer number have a match in the Company ID field in ConnectWise?

CW_sync_match_2.jpg

If a match is found, these customers are linked and the sync will add the Company RecID from ConnectWise to the custom property in eAutomate. If no match is found, the sync moves to the next step.

 

3. Does the eAutomate customer number have a match in the Account Number field in ConnectWise?

CW_sync_match_3.jpg

If a match is found then these customers are linked and the sync will update the custom property in eAutomate with the Company RecID from ConnectWise. 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 eAutomate for the customer.

If the sync is set to only update, and no match is found, then the customer from eAutomate will not be linked to a company in ConnectWise. No information from eAutomate will be pushed to ConnectWise for this customer. You can determine if the customer in eAutomate is linked to a company in ConnectWise by checking to see if the custom property value is populated on the customer record in eAutomate.

**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 eAutomate or the Company ID/AccountID in ConnectWise will not have any effect on the customer mapping.

 

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. 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 eAutomate, even if you did not make any changes to the record.

You can see the last updated date in eVIews:

customer_eview.jpg

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 eAutomate.

 

CompanyID

Company ID in ConnectWise

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 below example, the eAutomate customer ID is 33095.

updated_companyid.jpg

The Company ID field is only touched upon insert of new companies into ConnectWise. It is possible to change the company ID after the company has been created, doing so will not affect the linking of the company to the customer record in eAutomate.

 

CW Sites

ConnectWise Sites

Sites in ConnectWise map to location (child) customers in eAutomate. You can not map sites in ConnectWise to parent customers in eAutomate, they must map to location customers. For the purposes of the sync, 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 eAutomate 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 eAutomate.

The site address RecID is found in ConnectWise here:

sites_example.jpg

The site name in ConnectWise is limited to 50 characters, if the customer name in eAutomate is longer than this, the sync will not be able to insert the site. If the site was linked manually to a location in eAutomate, the sync will not be able to update the site name to match eAutomate.

If you have the sync set to insert sites and do not have existing sites mapped to the matching location in eAutomate the sync will create duplicate sites. 

We are able to do a bulk update of the custom property values in eAutomate for the sites, you'll need to send us a spreadsheet with the Address RecID from ConnectWise and the eAutomate customer number.

 

Territory

Territory

The territory assigned to each company in ConnectWise can be used to filter what companies are synced between eAutomate and ConnectWise. The territory is shown on the company record here:

territory.jpg

**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.

If you enter a territory name in variable W, only companies assigned to that territory will be synced. The territory name in ConnectWise must match exactly to 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 eAutomate to ConnectWise and need to assign a territory to these companies, you can do so by entering the territory name in Variable 3. 

 

Sales Reps

Sales Reps

If you would like to sync the sales rep from the eAutomate 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 here 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:

sales_rep_in_cw.jpg

The information updated to these fields is pulled from the sales rep assigned to the customer record in eAutomate:

ea_sales_rep.jpg

 

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Best Practices & Tips

Best Practices & Tips

The company name field in ConnectWise will only hold 50 characters, if our process is inserting companies into ConnectWise, we will truncate the customer name after the first 50 characters from the customer name in eAutomate.

If you have customers that don't insert from eAutomate to ConnectWise, check the following things:

  • Does the customer record in eAutomate have an address listed? If it does not, add that information and the customer should insert.
  • Try reformatting the information on the record in eAutomate. The API can be picky about the information it inserts into ConnectWise and sometimes will not insert a customer due to formatting issues.

If the customer still has not inserted, the best option is to manually create the customer in ConnectWise and then link that company back to the eAutomate customer record by adding the Company RecID to the custom property. 

Site names have a character limit of 50 characters, if the location name in eAutomate is longer than this, the location will not insert. Upon updates of the site, the sync will not be able to update the site name to match what is in ConnectWise.

Custom Property Set Up

Custom Property Set Up

When creating new customers in eAutomate, 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!

All three of these custom properties must be set in eAutomate exactly as noted below for the mapping to work properly.  If you currently have custom properties in eAutomate that mimic the information stored in these three properties, please let us know as we may be able to map to your existing custom properties. 

**If you currently have the eAutomate customer number stored in a ConnectWise field, we can update the Parent custom properties 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). Both of these attributes need to be added to the Customer configuration.

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

**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. 

Site Number

Attribute name: ZCJ_CW_SiteAddressRecID

Description: ConnectWise Sync Site's Address RecID

Data type: Numeric

customer_attribute_2.jpg

The value to be entered is the Address RecID from the Site:

site_number_in_CW.jpg

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 eAutomate to the existing sites in ConnectWise prior to the running of the sync, otherwise the sync will create duplicate sites in 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 regardless of the filters set. **This custom property is ONLY used when there is a filter in place to limit the customers by customer type, contract type or branch.

Custom Property to Sync to ConnectWise

Attribute name: ZCJ_SyncToCW

Description: Sync Customer to CW

Data type: Yes/No

custom_prop_to_sync_customer.jpg

If ZCJ_SyncToCW = "yes", that Customer will sync, even if it doesn't pass the other filters.
If ZCJ_SyncToCW = "no", that Customer will not sync, even if it does pass the other filters.

Custom Field for On Hold Code:

If you want to store the on hold code from eAutomate on the ConnectWise company record, you'll need to create a custom field on the company overview.

To create the custom field in ConnectWise, go to Setup Tables > Custom Fields > Company Overview

cw_custom_fields_7.jpg

Click on the plus sign next to Custom Fields to create a new field. The field caption is ZCJ_OnHoldCode:

custom_field_on_hold_code.jpg

This field will hold the On Hold code from eAutomate, it is an informational field only.

CW Custom Fields Sales Rep

Custom Fields for Sales Rep Information

If you want to store the sales rep information from eAutomate on the ConnectWise company record, you'll need to create a custom field on the company overview.

To create the custom field in ConnectWise, go to Setup Tables > Custom Fields > Company Overview

cw_custom_fields_7.jpg

There are two fields to create:

ZCJ_SalesRepName

zcj_salesrepname.jpg

ZCJ_SalesRepEmail

zcj_salesrepemail.jpg

 

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Related Alerts

Related Alerts

ID964 - ConnectWise Agreement Sync

ID965 - ConnectWise Service Call Sync

ID966 - ConnectWise Sales Order Sync

 

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