The Service Board table is used to create and maintain service boards which provide a summary view of service tickets by location and group.
Board Tab
The following table defines the screen elements that display on the Board tab:
Screen Element Description
Board Name Name of service board.
Location Location assigned to this service board.
Business Unit Business unit assigned to this service board.
Board Icon Directory path and file name of the image file containing the icon used to represent this service board within ConnectWise. See online documentation for other available images.
Signoff Template Template containing the information and format to display in the client signature section of service tickets from this Service Board.
Inactive A marked checkbox indicates this service board is no longer active.
Work Role Work role that will be assigned by default to service tickets on this service board. This work role overrides the work role defined for the person assigned to the service ticket.
If no work role is selected, then the work role of the person assigned to the service ticket will be used.
Work Type Work type that will be assigned by default to service tickets on this service board. This work type overrides the work type defined for the person assigned to the service ticket.
If no work type is selected, then the work type of the person assigned to the service ticket will be used.
Bill Time? Options are:
Billable – Time accrued is billable to the customer.
Do Not Bill – Time accrued is NOT billable to the customer and no invoice is generated for the customer.
No Charge – Time accrued will not be billable to the customer but a zero-dollar invoice is generated.
No Default – A default is not established.
Bill Expense? Options are:
Billable – Expenses are billable to the customer.
Do Not Bill – Expense are NOT billable to the customer and no invoice is generated for the customer.
No Charge – Expenses will not be billable to the customer but a zero-dollar invoice is generated.
No Default – A default is not established.
Bill Products? Options are:
Billable – Products are billable to the customer.
Do Not Bill – Products are NOT billable to the customer and no invoice is generated for the customer.
No Charge – Products will not be billable to the customer but a zero-dollar invoice is generated.
No Default – A default is not established.
Page 142 Screen Element Description
Override Billing Options?
Bill each service ticket separately – A marked checkbox generates an invoice for each service ticket on this Service Board.
Bill service tickets only after they have been closed –A marked checkbox prevents open service tickets on this Service Board from being invoiced.
Bill unapproved time and expense records - A marked checkbox invoices
unapproved time and expense records related to service tickets on this service board.
Allow Email Connector to Reopen Closed Tickets
If checkbox is marked, a service status must be selected for the reopened service ticket.
Automatic Email Options
Sent From: default email address to be use on all service ticket emails Display Name: name to display on service ticket emails (optional)
Send To Contact: a marked checkbox indicates the contact on the service ticket will receive an email by default when the ticket is updated.
Send To Resource: a marked checkbox indicates the assigned resources on the service ticket will receive an email by default when the ticket is updated.
Using Template: an email template can be selected to be used during the automatic email (optional)
Notification Options
Dispatch - Name of the member that is designated as the Service Dispatcher and will be used for workflow notifications for this Service Board.
Service Manager - Name of the member that is designated as the Service Manager and will be used for workflow notifications for this Service Board.
Duty Manager - Name of the member that is designated as the Duty Manger and will be used for workflow notifications for this Service Board.
On-Call Manager - Name of the member that is designated as the On-Call Manger and will be used for workflow notifications for this Service Board.
Closed Loop Options
Time Entry option cannot be changed – a marked checkbox indicates a time record will always be created.
Turn on Closed Loop features for the following:
Updates to Detail Description – user clicks on time stamp to activate option and update this field on service ticket
Updates to Internal Analysis – user clicks on time stamp to activate option and update this field on service ticket
Updates to Resolution - user clicks on time stamp to activate option and update this field on service ticket
Default Sort Order for Ticket
Additions
Option to select Ascending or Descending for:
Detail Description
Internal Analysis
Resolution
Screen Element Description Time Entry
Options
A marked checkbox indicates that the notes from the time record will be added by default to:
Ticket Detail Description
Ticket Resolution
Ticket Internal Analysis Exchange Sync
Options
AutoClose Status - Used in conjunction with ConnectWise Mobile. When time records from ConnectWise Mobile are synchronized with ConnectWise, ConnectWise can close the service tickets and assign a status to the service tickets. From the drop down list, select the status that ConnectWise assigns in these situations. (See
“Statuses Tab” for more information.)
When the last user on a service ticket has marked their time record as “Done”
ConnectWise sets the service ticket status to the one which was selected here.
Customer Update Notifications
Determines which members will be notified when a customer updates a service ticket (on this Service Board) through the Email Connector or the Customer Portal.
Click the New icon to display the Notify drop-down list which displays the person (by title or function) or team who is/are to be notified. If Specific Member is selected, the Who drop-down list is activated. After selecting a member, click the Save icon.
Repeat this process as needed.
Page 144 Statuses Tab
The Statuses tab is used to define the various statuses that can be assigned to service tickets. Statuses are used to determine if a service ticket will display on the board, whether or not time can be entered and if the ticket is open or closed. A workflow rule can be assigned to each service ticket based on status.
The following table defines the screen elements that display on the Statuses tab:
Screen Element Description
Status Description Description that displays with service tickets that have been assigned this status.
Sort Order Order in which the statuses display on the service board (and also in the Statuses Tab). Use numbers that are not sequential (e.g. 10, 20 30, etc.) to allow room to add new statuses in between existing statuses at a later date.
Board Service board which uses this status.
External
Integration XRef:
Selected cross reference status for use with the ConnectWise Network.
New Record Default?
A marked checkbox indicates that this status is the default assigned to new service tickets on this service board.
Display on Board? A marked checkbox indicates that service tickets with this status will display on the service board. (Only effects „Open” statuses)
Closed Status A marked checkbox indicates that this status represents a closed service ticket on this service board. Note: Closed statuses will not display on the board by default.
Time Entry Not Allowed
A marked checkbox indicates that time entry against service tickets with this status on this service board is prohibited.
Screen Element Description
Inactive A marked checkbox indicates this status is no longer in use.
Customer Portal Setup
Customer can use this Status on the Customer Portal - a marked checkbox indicates that clients can assign this status to service tickets created via the customer portal.
Long Description – Definition of the status
Escalation Setup Each service status is assigned an escalation status which is predefined. Workflow rules can be defined to create and send emails based upon these statuses. The workflow rules can be activated whenever the status of a service ticket is changed.
The escalation status options are:
We have NOT responded
We have responded
We have created a resolution plan
We have resolved the issue
We are waiting (do not escalate)
Workflow Setup:
When you setup your service statuses, you have the option to define notifications which should occur. These notifications can be both internal and external. For external notifications, you can customize the text that is to be sent per status. These types of notifications occur as soon as a ticket is set to the specific status.
Click the New icon to display the Notify drop-down list which displays the person (by title or function) or team who is/are to be notified. If Specific Member is selected, the Who drop-down list is activated. After selecting a member, click the Save icon. Repeat this process as needed.
Page 146 Email Template Setup:
These emails are only sent to the primary contact, contact for the ticket or a specific email address. The following table defines the screen elements that display in the Email Template Setup:
Screen Element Description Use Email
Template for
A marked checkbox indicates that an email template is created for this specific service status. Note: If not marked, a generic service email template that has been defined in the Email Formats setup table, it will be used instead. Options are:
External Contact Notifications – external email addresses
Internal Contact Notifications – internal members
Screen Element Description Use sender‟s
name and email address in the
“From” field
A marked checkbox indicates that the sender‟s email address will display in the “From”
field. If left blank, complete the following fields:
First Name
Last Name
Email Address Available
Variables
The subject line and body of the email can be assembled from text entered and information copied from the service ticket.
Send a copy of this email to the sender
A marked checkbox indicates that this email will be copied to the sender.
Subject Subject of email
Body Text of email to be sent. HTML templates can be used.
Tasks A marked checkbox indicates that tasks associated with this service ticket will be included in the email.
Resource records A marked checkbox indicates that resource records associated with this service ticket will be included in the email.
Types Tab
The Types tab is used to establish types that can be automatically assigned by the service board to service tickets upon their creation. These types can also be established in the Service Type setup table. This feature enables the user to split revenue based on service types. The following table defines the screen elements that display on the Types tab:
Screen Element Description
Type Description Name of this service type.
Board Name of service board that can apply this service type.
Page 148 Screen Element Description
Category Options are:
Proactive
Reactive
Default? A marked checkbox indicates that this service type is the default that the service board will automatically assigned to new service tickets.
Teams Tab
This is used to define your service teams that are associated with a service board. Every service board must have a default service team.
The following table defines the screen elements that display on the Service Team table:
Screen Element Description
Team Description Name of this service team.
Team Leader Select the member designated as the team leader. This person will also receive notifications.
Board Name of service board that this service team is for.
Default? A marked checkbox indicates that this service team is the default that the service board will automatically assigned to new service tickets.
Notify when a Ticket is Deleted
A marked checkbox indicates the Team Leader will receive an email whenever a service ticket is deleted from the service board.
Once the team has been defined, team members can now be assigned. All members will be listed under the Available tab. Select the member and click the Save icon. The member(s) will now be under the Assigned tab.
Codes Tab
The Codes tab is used to establish descriptive codes that identify tasks or to-do‟s. Codes are added as tasks to service tickets. These codes can also be created in the Code setup table. The following table defines the screen elements that display on the Codes tab:
Screen Element Description Service Code
Name
Name of service code.
Board Service board code is assigned to.
Code Description Detailed description of the tasks represented by this code.
Page 150 Auto Assign Tab
The Auto Assign tab is used to automatically assign resources to service tickets upon creation.
Screen Element Description Automatically
assign resources to new service tickets entered manually
A marked checkbox indicates that the service board will automatically assign resources to service tickets that are entered manually.
Automatically assign resources to new service tickets entered by Email Connector
A marked checkbox indicates that the service board will automatically assign resources to service tickets that are entered through the Email Connector.
Automatically
A marked checkbox indicates that the service board will automatically assign resources to service tickets that are entered through the customer portal.
Resources to Assign
Designates which resources to be automatically assigned based on the above selections.
Click the New icon to display the Notify drop-down list which displays the person (by title or function) or team who is/are to be notified. If Specific Member is selected, the Who drop-down list is activated. After selecting a member, click the Save icon.
Repeat this process as needed.