CW Manage Ticket Integration

Overview  

In late 2021, we released our initial ticket integration with Connectwise Manage.  That feature allowed you to generate a Ticket dashboard in Report Builder to present your clients with Ticket Operation metrics.

 

Now, we are releasing our second phase of CW Manage Ticket integration - Creating and Managing CW Manage Tickets directly in LCI.  This release is in Early Adopter mode, meaning that we are looking for our Early Adopter partners to bang on it and give us feedback.

 

It is important to note, that we are viewing the ability to create and manage tickets in CW Manage as an ease of use supplement to your existing CW Manage ticket process.  It certainly is not a replacement.

 

Where you can you create and manage CW Tickets in LCI

For the time being, you can create an manage CW Tickets in the following components:

  • Asset Detail (for a given asset)
  • Asset List (for a given asset)
  • Assessment Event (for a given assessment item)
  • Recommendations (for a given Recommendation)
  • Business Reviews (either for a given Business Review Meeting or a Business Review Note)

 

 

How to Enable CW Manage Ticket Integration

If your primary integration source is ConnectWise Manage, Ticket Integration will be automatically enabled.  You do however have to make sure the API Security Role has the correct permissions set. This knowledge base article outlines how to ensure you have the correct permissions set.

 

If your primary integration source is IT Glue or Hudu and you have a supplemental integration set up for CW Manage, you need to ensure that Tickets are checked in the Administration Integrations Connectwise Manage Connectwise Settings tab as outlined below.

Additionally, you must ensure that the API Security Role has the correct permissions set.  This knowledge base article outlines how to ensure you have the correct permissions set.

 

 

Asset Detail

If CW Ticket Integration is enabled, you may create and manage CW Tickets in the Asset Detail Modal (from the Asset List).  You will do this by clicking on the Create PSA Ticket button in the bottom right hand corner of the modal window.

 

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required:

  • Service Board
  • Ticket Status
  • Initial Description

You can also enter optional data such as Assigned Contact, Type, Sub-type and Item.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in CW Manage.  If there is an error, it will stay on this page and prompt you with the error message.

Note - Error messages are generated if a specific ticket type, status, or service board type is selected that is not configured or active within your PSA configuration.  You will need to check your PSA configuration or make another selection from the drop down menus.

 

 

After hitting the Save and Return button, you will be directed back to the Asset Detail modal.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

NOTE:  For assets, you can create as many tickets as you like.  If you wanted to create another ticket, you can simply click on the Create PSA ticket button again, and follow the steps above.

 

From the Asset Detail page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket 999

2. Open Ticket 999 in PSA

3. Unlink Ticket 999

 

 

Let's talk thru these options.

 

View/Edit Ticket 999 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the CWManage ticket
  2. You can view all notes entered for the ticket (either in LCI or in CW Manage)

 

 

 

Open Ticket 999 in PSA

 

By selecting this option, a new tab will launch and open up CW Manage directly and open this ticket.

 

Unlink Ticket 999

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Asset in LCI.  It does NOT update the ticket in CW manage at all!

 

 

 

Asset List

If CW Ticket Integration is enabled, you may create and manage CW Tickets in the Asset List.  You would do this by selecting the asset in the first column, then in the dropdown...selecting Create CW Manage Ticket.

 

Important - At this time, we only allow you to create a ticket if one and only one asset is selected.  So if you try to select more than one asset, you will be prompted with an dialog that asks you to select just one.

 

From here, you can follow the same directions as in the preceding section (Asset Detail) to create, edit and unlink your CW Manage tickets.

 

 

Assessment Event

If CW Ticket Integration is enabled, you may create and manage CW Tickets in the Assessment Event page.  You can create a CW Manage ticket for any assessment item on the form.  The assessment item must have a checked response in order to create a ticket for the item. You will do this by clicking the Create PSA ticket button for the assessment item you want to create a ticket for.

 

Note: You are only permitted one PSA ticket per Assessment Item

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required:

  • Service Board
  • Ticket Status
  • Initial Description

You can also enter optional data such as Assigned Contact, Type, Sub-type and Item.

 

Important Note about Creating Tickets for Assessment Items:  We will automatically add your Private and Public Comments entered in LCI as Internal Notes on the ticket in CW Manage.  These notes are not syncd!  If you update the Private or Public Comments later, you will need to go into the ticket in Manage and update them if you want them to stay in sync.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in CW Manage.  If there is an error, it will stay on this page and prompt you with the error message.

 

After hitting the Save and Return button, you will be directed back to the Assessment Event form.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

From the Assessment Event page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket 999

2. Open Ticket 999 in PSA

3. Unlink Ticket 999

 

 

Let's talk thru these options.

 

View/Edit Ticket 999 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the CWManage ticket
  2. You can view all notes entered for the ticket (either in LCI or in CW Manage)

 

Open Ticket 999 in PSA

 

By selecting this option, a new tab will launch and open up CW Manage directly and open this ticket.

 

Unlink Ticket 999

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in CW manage at all!

 

 

 

Recommendation

If CW Ticket Integration is enabled, you may create and manage CW Tickets in the Edit Recommendation page.  You will do this by clicking the Create PSA ticket button at the top of the page.

 

Note: You are only permitted one PSA ticket per Recommendation

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required:

  • Service Board
  • Ticket Status
  • Initial Description

You can also enter optional data such as Assigned Contact, Type, Sub-type and Item.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in CW Manage.  If there is an error, it will stay on this page and prompt you with the error message.

 

After hitting the Save and Return button, you will be directed back to the Edit Recommendation page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

From the Recommendation Edit page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket 999

2. Open Ticket 999 in PSA

3. Unlink Ticket 999

 

 

Let's talk thru these options.

 

View/Edit Ticket 999 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the CWManage ticket
  2. You can view all notes entered for the ticket (either in LCI or in CW Manage)

 

Open Ticket 999 in PSA

 

By selecting this option, a new tab will launch and open up CW Manage directly and open this ticket.

 

Unlink Ticket 999

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in CW manage at all!

 

 

Business Reviews

If CW Ticket Integration is enabled, you may create and manage CW Tickets in the Business Review page.  You will do this by clicking the Create PSA ticket button at the top of the page.

 

Important: You may create tickets at either the Meeting Level, or the Note Level.   There are different rules on how the ticket is handled depending upon which level you select (and you can elect to create tickets at both levels).

 

Creating a Ticket at the Meeting Level

Click on the Create PSA Ticket at the top of the page.

 

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required:

  • Service Board
  • Ticket Status
  • Initial Description

You can also enter optional data such as Assigned Contact, Type, Sub-type and Item.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in CW Manage.  If there is an error, it will stay on this page and prompt you with the error message.

 

IMPORTANT:  When creating a ticket at the Meeting level, any notes entered AND modified in LCI under Meeting Notes will automatically be sync'd to the ticket.  They will be sync'd as internal notes.

 

After hitting the Save and Return button, you will be directed back to the Edit Business Review page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

 

You may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket 999

2. Open Ticket 999 in PSA

3. Unlink Ticket 999

 

 

Let's talk thru these options.

 

View/Edit Ticket 999 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You CANNOT add a note.  To add notes to the ticket, add under MEETING NOTES in LCI.
  2. You can view all notes entered for the ticket (either in LCI or in CW Manage)

 

Open Ticket 999 in PSA

 

By selecting this option, a new tab will launch and open up CW Manage directly and open this ticket.

 

Unlink Ticket 999

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in CW manage at all!

 

 

We recognize that there is value to see all the Notes associated with this ticket, even those notes that were entered directly in CW Manage.  So we have provided you with the ability to do that.  In the Meeting Notes section in LCI, you will notice this Alert in green (This only shows if the Meeting is associated to a ticket).

 

 

Click on the Here button to see all Notes as entered in CW Manage.  Again, this will include both LCI Meeting Notes, as well as any Note entered directly in CW Manage.

 

On this page - Resolved? corresponds to Marked as Resolved in CW Manage.   Issue? corresponds to Marked as Issue in CW Manage.

 

 

 

 

Creating a Ticket at the Note Level

You may create a CW Manage ticket for any Meeting Note entered for your Business Review.  You will notice the Create PSA Ticket button for each Meeting Note.  You may create a ticket for zero, one or many meeting notes.

 

 

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required:

  • Service Board
  • Ticket Status

 

IMPORTANT: Initial description will be your Meeting Note and it CANNOT be updated.  The reason for this is that we keep this note sync'd with the CW Manage ticket. So anytime you update the Meeting Note in LCI, the CW Ticket will be automatically updated.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in CW Manage.  If there is an error, it will stay on this page and prompt you with the error message.

 

 

After hitting the Save and Return button, you will be directed back to the Edit Business Review page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

 

You may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket 999

2. Open Ticket 999 in PSA

3. Unlink Ticket 999

 

 

Let's talk thru these options.

 

View/Edit Ticket 999 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the CWManage ticket
  2. You can view all notes entered for the ticket (either in LCI or in CW Manage)

 

 

 

Open Ticket 999 in PSA

 

By selecting this option, a new tab will launch and open up CW Manage directly and open this ticket.

 

Unlink Ticket 999

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in CW manage at all!