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ID912 - ConnectWise Service Call moving between eAuto & CW Manage

This process is designed to move calls from eAutomate to ConnectWise to be worked; when the service call in eAutomate is completed and assigned to a specified technician, the sync will create a service ticket in ConnectWise. 

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Overview

Overview

This process will take completed service calls (Cleared, Ok to Invoice, or Invoiced) from eAutomate that are assigned to a specified "dummy" technician and create service tickets in ConnectWise. The completed call in eAutomate will be updated with the ConnectWise ticket number in the call description field. When the call is closed in ConnectWise, our ID965 will create a new call in eAutomate and link to the original call via the work order.

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You will need to be subscribed to ID747 (ConnectWise Customer Sync) for the customer mapping as that is required for this integration to work. In addition, you will need to be subscribed to ID965 to create the call in eAutomate when the ticket is closed in ConnectWise. 

 

Run Schedule: Every 15 minutes

Type of Output: Sync

 

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Sample

Sample

EA Call

eAutomate Service Call

EA_call_to_sync.jpg

1. Technician - call is set to technician indicated in variable W

2. Status - call is completed (Cleared, Ok to Invoice or Invoiced).

Once the ticket has been created in ConnectWise, the call in eAutomate will have the call description updated with the ticket number from ConnectWise:

EA_call_updated_with_ticket_number.jpg

 

CW Ticket

ConnectWise Service Ticket

CW_ticket_sample.jpg

Red shaded areas - pulled from eAutomate service call

1. Summary - The summary on the ticket will be: From e-auto Call #XXXXXX for Customer XXX.

2. Company - The company will be the matching customer from eAutomate.

3. Site - The site will show as Main when the location in eAutomate matches the parent customer. If the location on the service call in eAutomate is a child location, the linked site for that child location will be used.

4. Contact information - The contact name, phone and email will be updated provided that information is included on the ticket in eAutomate.

5. Agreement - If you are using the ID964 agreement sync, and the contract used on the service call in eAutomate has a linked agreement in ConnectWise, that agreement will be used. Otherwise, the agreement field will be blank,

Yellow shaded areas - set in ID912 defaults

6. Board - The board is set in Variable 1.

7. Status - The status is set in Variable 2.

8. Type - The type is set in Variable 7.

9. Impact/Urgency - The impact and urgency are set in variables 4 and 5.

10. Priority - The priority on the ticket is set in variable 6.

 

 

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Variables

Variables

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Variable 1: Board - The name of the service board in ConnectWise that the ticket will be created on. Details on how to find the ConnectWise boards here. **Required by the ConnectWise API to create a new ticket. 

Variable 2: Status Name - The status from ConnectWise that the newly created ticket will use. Details on where to find the ConnectWise statuses here.  **Required by the ConnectWise API to create a new ticket.

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Variable 4: Impact - The assigned impact on the newly created ticket in ConnectWise. Options are Low, Medium or High. More details on the ConnectWise impact settings here. **Required by the ConnectWise API to create a new ticket.

Variable 5: Severity - The assigned severity on the newly created ticket in ConnectWise, options are Low, Medium or High. More details on the ConnectWise severity settings here. **Required by the ConnectWise API to create a new ticket.

Variable 6: Priority - The assigned priority on the newly created ticket in ConnectWise. Details on where to find the ConnectWise priority list here. **Required by the ConnectWise API to create a new ticketvariables_3.jpg

Variable 7: Ticket Type - The ticket type from ConnectWise to be used on the newly created ticket. Details on where to find the ConnectWise ticket types here. **Required by the ConnectWise API to create a new ticket

Variable W: EA Dummy Technician - Technician to use in eAutomate to indicate that the service call should be created in ConnectWise. Enter the employee number from eAutomate. Only to be used with the ConnectWise integration, not a technician that will be assigned calls for any other purpose. Details on how to create this technician here. **Required.

 

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Set up

Set Up

Setup and Testing of this process:

1. Subscribe to both ID747 (required) and ID965 (recommended), and be sure to update the variables as needed. Be sure to review the variables in this section and make sure to enter the information for all required variables! If you don't have a login to our subscription site, you can email help@ceojuice.com to have us set you up with a login. 

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

2. If you have the ability to create a test/dev ConnectWise database, we would recommend doing that for this testing, as otherwise, the testing process will create tickets in your production ConnectWise database. If you are unable to create a test/dev ConnectWise database, we would recommend creating a test customer in the test eAutomate database and then linking that customer to the XYZ Test Company in ConnectWise. You can use this customer for all testing of tickets and then delete the tickets created in ConnectWise once done.

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

4. We do require that the initial sync goes to a Test/Development EA database, so you will need to have a test eAutomate database set up for this process.  **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:

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

 

Needed mapping between ConnectWise and eAutomate.

6. The customers need to be mapped between ConnectWise and eAutomate so the sync knows the proper customer record to use in eAutomate when creating calls. See details on how to set this mapping here.

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

 

Alert Functionality

Alert Functionality

In eAutomate, calls that should be moved to ConnectWise are assigned to a "dummy tech" (variable W) and marked as completed. A new ticket will be created on the specified ConnectWise service board (variable 1) with the specified status (variable 2). The priority, impact, and severity from the variables will all be used on each ticket created. 

The ticket is worked in ConnectWise, once closed, a new service call will be created in eAutomate and show on the same work order as the original call. 

Jump to: Board | Status | Priority | Impact/Severity | Ticket Type | Dummy Technician | Cloning

CW Board

ConnectWise Board

All tickets created by the sync will post to the service board specified in variable 1. You can see the list of boards in ConnectWise by going to the setup tables - service boards:

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Choose one board to be used for all calls created by ID912. 

 

CW Status

ConnectWise Status

All tickets created by the sync will have the same initial status. Status is found in ConnectWise by going to the specific service board and clicking on the Statuses tab. Go to the setup tables - Service board and select the correct board. Then click on the Statuses tab:

CW_board_statuses.jpg

Choose one status to use for all tickets created.

 

CW Priority

ConnectWise Ticket Priority

Priorities in ConnectWise are used on Service Level Agreements (SLAs) to determine the impact/urgency and priority of a service ticket. Priorities can be found in the setup tables, under Service:

CW_Priority.jpg

Choose one priority to be used on all tickets created by the sync.

 

CW Severity/Impact

ConnectWise Ticket Severity/Impact

Severity and Impact each have three different options: Low, Medium, and High. You can view these designations in the setup tables, under Severity:

CW_Severity.jpg

You will enter either Low, Medium or High for the Severity and either Low, Medium or High for the Impact. The values will be used for all calls created by ID912.

 

CW Ticket Type

ConnectWise Ticket Type

Each ticket created by the sync will have the same ticket type used. The ticket types are specific to each service board. To find the list, go to the setup tables and open the specific service board where the tickets will be created. Then click on the Types tab:

CW_Ticket_Type.jpg

Select one type from the list to be used for all tickets created by ID912.

 

EA Dummy Tech

eAutomate Dummy Technician

A new technician will need to be created in eAutomate for this process. This "dummy" technician will be used to trigger the sync to create a ticket in ConnectWise. To create the technician in eAutomate, go to the People menu and select Employees/Contractors. Then click on New to create a new employee:

EA_Dummy_Tech.jpg

The value entered in the Number field (CWTech in this example) is the value to enter into the variable on the alert. This employee will also have to be set as a technician, click on the Positions tab and check the box for Technician. When the technician box is selected, you will also need to set a territory, delivery method, warehouse, and bin:

EA_dummy_tech_2.jpg

 

Cloning

Cloning

This alert can be cloned which means creating multiple subscriptions of the same ID# (ID912). This function will ONLY work if at least ONE of the variables on each subscription is different. Just select + sign to create multiple subscriptions.

See this link for an overview of cloning features.

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Best Practices & Tips

Best Practices & Tips

Once the ticket has been created in ConnectWise, the OK to Invoice call in eAutomate can be invoiced and closed.

The ID965 service sync is not required to be running, but we do recommend that you have this sync running to close the loop and bring the finished work from ConnectWise back to eAutomate.

The ID964 agreement sync is not required to be running, but if you would like to have the tickets in ConnectWise linked to an agreement, you will need to have ID964 running and use the linked contract for the agreement on the eAutomate service call.

Custom Property Set Up

Custom Property Set Up

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

 

 

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Related Alerts

Related Alerts

ID747 - ConnectWise Customer Sync

ID964 - ConnectWise Agreement Sync

ID965 - ConnectWise Service Call Sync

 

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