SETUP TABLES
Table of Contents
INTRODUCTION ...1
CATEGORY: ACTIVITIES ...2
TABLE NAME: ACTIVITY STATUS –CRM ...2
TABLE NAME: ACTIVITY TYPE...3
CATEGORY: AGREEMENTS ...5
TABLE NAME: AGREEMENT TYPE ...5
TABLE NAME: BATCH SETUP ... 12
CATEGORY: COMPANY ... 13
TABLE NAME: COMPANY STATUS ... 13
TABLE NAME: COMPANY TYPE ... 15
TABLE NAME: CONFIGURATION ... 16
TABLE NAME: CONFIGURATION STATUS ... 18
TABLE NAME: COUNTRY ... 19
TABLE NAME: CURRENCY ... 20
TABLE NAME:MANAGEMENT ... 21
TABLE NAME:MANAGEMENT BACKUP ... 22
TABLE NAME: MANAGEMENT BACKUP CONFIGURATION ... 23
TABLE NAME:MANAGEMENT EMAIL ... 24
TABLE NAME: MANAGEMENT IT ... 25
TABLE NAME: MANAGEMENT PPC(PAY-PER-CLICK) ... 26
TABLE NAME:MANAGEMENT SONICWALL ... 27
TABLE NAME: MARKET DESCRIPTION ... 27
TABLE NAME: NOTE TYPE ... 28
TABLE NAME: OWNERSHIP TYPE ... 28
TABLE NAME: STATE ... 29
TABLE NAME: TEAM ROLE ... 29
TABLE NAME: TIME ZONE ... 30
TABLE NAME: WORD TEMPLATES... 31
CATEGORY: CONTACTS ... 32
TABLE NAME: COMMUNICATION TYPE ... 32
TABLE NAME: CONTACT RELATIONSHIP ... 33
TABLE NAME: CONTACT TYPE... 33
TABLE NAME: DEPARTMENTS ... 34
TABLE NAME: GROUPS ... 34
CATEGORY: CRM & SALES ... 35
TABLE NAME: SURVEYS... 35
TABLE NAME: TRACKS ... 37
CATEGORY: EXPENSE ... 39
TABLE NAME: EXPENSE TYPE ... 39
TABLE NAME: PAYMENT TYPE ... 41
CATEGORY: GENERAL ... 42
TABLE NAME: AUTO SYNC ... 42
TABLE NAME: IN/OUT TYPES ... 42
TABLE NAME: BUSINESS REPORT CARDS ... 43
TABLE NAME: INTEGRATOR LOGIN ... 47
TABLE NAME: LINKS ... 48
TABLE NAME: PORTAL CONFIGURATION ... 49
TABLE NAME: TODAY PAGE CATEGORIES ... 62
TABLE NAME: TODAY PAGE LINKS... 63
TABLE NAME: WORKFLOW RULES ... 64
CATEGORY: GENERAL LEDGER ... 72
TABLE NAME: ACCOUNTING PACKAGE ... 72
TABLE NAME: GLACCOUNTS ... 76
CATEGORY: INVENTORY ... 77
TABLE NAME: ADJUSTMENT TYPE ... 77
TABLE NAME: WAREHOUSE ... 78
TABLE NAME: WAREHOUSE BIN ... 79
CATEGORY: INVOICING ... 80
TABLE NAME: BILLING CYCLE ... 80
TABLE NAME: BILLING SETUP ... 81
TABLE NAME: BILLING STATUS ... 85
TABLE NAME: BILLING TERMS ... 86
TABLE NAME: DELIVERY METHOD ... 87
TABLE NAME: EMAIL FORMATS ... 88
TABLE NAME: INVOICE TEMPLATES ... 90
TABLE NAME: SHIPMENT METHODS... 96
TABLE NAME: TAX CODE ... 97
CATEGORY: MEMBER ... 100
TABLE NAME: CERTIFICATIONS ... 100
NAME: MEMBER TYPE ... 100
TABLE NAME: SKILLS ... 101
TABLE NAME: SKILL CATEGORIES ... 101
CATEGORY: OPPORTUNITIES ... 102
TABLE NAME: MARKETING CAMPAIGN ... 102
TABLE NAME: OPPORTUNITY RATING ... 102
TABLE NAME: OPPORTUNITY STATUS ... 103
TABLE NAME: OPPORTUNITY TYPE ... 104
TABLE NAME: QUOTEWERKS INTEGRATION ... 105
TABLE NAME: SALES FORECASTS ... 109
TABLE NAME: SALES ORDER STATUS ... 110
TABLE NAME: SALES PROBABILITY ... 111
TABLE NAME: SALES ROLE ... 111
TABLE NAME: SALES STAGE ... 112
TABLE NAME: SALES TEAMS ... 113
CATEGORY: PRODUCTS... 114
TABLE NAME: CATEGORY ... 114
TABLE NAME: PRICING SCHEDULE ... 115
TABLE NAME: PRODUCT TYPE ... 116
TABLE NAME: SUB-CATEGORY ... 117
TABLE NAME: UOM ... 117
CATEGORY: PROJECT ... 118
TABLE NAME: PROJECT BOARD ... 118
TABLE NAME: PROJECT STATUS ... 125
CATEGORY: RMA ... 128
TABLE NAME: RMAACTION ... 128
TABLE NAME: RMADISPOSITION ... 128
TABLE NAME: RMASTATUS ... 129
CATEGORY: SERVICE ... 130
TABLE NAME: CODE ... 130
TABLE NAME: CUSTOMER PORTAL TYPES ... 130
TABLE NAME: EMAIL CONNECTOR ... 130
TABLE NAME: EMAIL FORMATS ... 136
TABLE NAME: LOCATION ... 138
TABLE NAME: PRIORITY ... 138
TABLE NAME: SERVICE BOARD ... 140
TABLE NAME: SERVICE SIGNOFF ... 151
TABLE NAME: SERVICE STATUS ... 153
TABLE NAME:SERVICE TEAM ... 153
TABLE NAME:SERVICE TYPE ... 153
TABLE NAME: SEVERITY ... 154
TABLE NAME:SLA ... 155
TABLE NAME:SOURCE ... 157
TABLE NAME:STANDARD SERVICE TEMPLATE ... 158
TABLE NAME: SURVEYS –SERVICE ... 162
CATEGORY: SCHEDULING ... 163
TABLE NAME: REMINDER TIME ... 163
TABLE NAME: SCHEDULE COLORS ... 163
TABLE NAME: SCHEDULE STATUS ... 164
TABLE NAME: SCHEDULE TYPE ... 164
CATEGORY: TIME ... 165
TABLE NAME: CHARGE CODE ... 165
TABLE NAME: TIME ACCRUAL ... 166
TABLE NAME: TIME PERIOD ... 167
TABLE NAME: WORK ROLE ... 170
Introduction
Welcome to the Setup Tables Reference Manual for ConnectWise. The goal of this manual is to help maximize the benefits from your investment in ConnectWise by providing a comprehensive source of information about the tables that govern your use of the software and helping you implement the full functionality of your software.
Many explanations in this manual refer you to other parts of this manual with “See Also” references. These references lead you to related information that may be of interest, for example showing where information in a setup table is used. For ease of use, the contents of this manual are organized in the same sequence as the setup tables within your ConnectWise software. Additional sources of help in setting up your software features are:
Online Documentation
ConnectWise University Online Courses
ConnectWise University Just in Time Videos
Assistance from ConnectWise
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Category: Activities
Table Name: Activity Status – CRM
The Activity Status - CRM table combines activity statuses with priorities. The following table defines the activity status options:
Status Description
Description The activity status name.
Default A marked checkbox assigns this activity status to new sales opportunities automatically when the opportunities are created.
Closed A marked checkbox indicates that the activity status acts as a closed status. Inactive A marked checkbox indicates that this activity status is no longer available for
selection.
Table Name: Activity Type
The Activity Type table establishes sales staff activities to be tracked and managed. Activities can be created to fit the unique needs of any organization.
The following table defines the screen elements that display on the Activity Type screen:
Screen Element Description
Description Name of the sales Activity.
Points Value Numeric value representing the relative importance of the activity to the company‟s sales objectives. For activities having a closed status, point values can be totaled by sales rep and time period to evaluate representatives‟ sales activity levels.
Default A marked checkbox assigns this activity to new sales activities automatically when created.
Email A marked checkbox assigns email historical activity to this activity type. Historical activity is logged for all email created from the contacts screen. Note: Only one activity type can have this checkbox marked.
Memo A marked checkbox generates a memo at the end of the Weekly Sales Activities
Points Report listing any notes entered by the sales rep while creating this type of
activity. Note: Only one activity type can have this checkbox marked.
The following sales Activity Types are pre-loaded with ConnectWise. You can use, modify or delete any of these Activity Types.
Activity Type Description
Agreement Review
Review and/or renewal of an existing agreement about to expire or anniversary date based on Workflow Rules.
Appointment A face-to-face sales call with a customer or prospective customer. Billing Activity for Finance to review or follow up on invoice questions.
Call A telephone call placed to a customer or prospective customer to advance the sales process.
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Activity Type Description
Close The completion of a sale. Documented with a signed order or receipt of a purchase order.
Email Transmitting a quote, product literature, or other information to a customer or prospective customer via email.
Follow Up A telephone call placed to a customer or prospective customer to advance the sales process.
Historical Entry Closed activity created when using Marketing Manager.
Inquiry A request from a customer or prospective customer for information about the company and the products and services being offered.
License Renewal Renewal of an existing license (configuration) about to expire based on Workflow Rules.
Memo Activities that do not directly involve a customer or prospective customer.
Quote An informal written price proposal provided to a customer or prospective customer. Task Activities in the sales process that do not directly involve a customer or prospective
Category: Agreements
Table Name: Agreement Type
The Agreement Type table displays the various types of service agreements offered by a company. Selecting the agreement name displays the definition and terms of a particular agreement type. Clicking the New icon allows the user to create an entirely new type of service agreement.
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Agreement Type tab:
The following tables define the screen elements displayed on the Agreement Type tab:
Screen Element Description
Description The service agreement name.
Default A marked checkbox assigns this agreement type to each new agreement created by clicking the New icon on the toolbar.
Inactive A marked checkbox indicates that this type of service agreement is no longer offered. Display on Portal A marked checkbox indicates this agreement type will be available on the Agreement
List in the Customer Portal.
Prepayment? A marked checkbox indicates that this agreement type is paid in advance and the revenue is deferred. These agreements require a deferred revenue account in the GL Account tables. Generally used only for retainer type agreements.
Agreement Defaults
Screen Element Description
Location Company location to which agreements of this type are to be assigned. Marking the Restrict checkbox indicates that this agreement type is available for use only by this location.
Business Unit Company business unit to which agreements of this type are to be assigned. This list only displays business units created for location selected above. Marking the
Restrict checkbox indicates that this agreement type is available for use only by this
business unit.
SLA Service Level Agreement (SLA) applied to this agreement type. Defines the response times your service agreement will provide for events of various severity and business impact.
Application Parameters
Screen Element Description
Application Units Indicates the unit by which service calls are applied against the contract. Amount (or Dollars)
Hours Incidents
Application Limit The maximum amount of dollars, hours or incidents provided by the agreement over the term selected in the Available Per list. Marking the Unlimited checkbox indicates that no maximum applies.
Screen Element Description
Available Per Time period during which the application limit will not be exceeded. Options are: Calendar Week Calendar Month Calendar Quarter Calendar Year Contract Quarter Contract Year Contract 4 Weeks Contract 2 Weeks
Marking the One Time checkbox indicates that no time period applies.
Agreement Covers Marking any of the following checkboxes indicates that the agreement covers costs associated with that checkbox:
Time Expenses Products Sales tax Carryover unused?
Yes indicates that any unused amount will carry over to the next billing period. No
indicates that the unused amount will not carry over. Carryover
expired?
The number of days to carryover unused amounts.
Allow overruns? No does not allow overruns. Yes allows time or amount overruns within the “Available
Per” period and a limit must be entered.
Overrun limit Maximum percent of the contracted amount, hours or incidents by which the
application limit can be exceeded within the available period for this agreement type. Agreement
expires when Available is zero
A marked checkbox indicates that the agreement expires when the remaining balance reaches zero. Once expired no adjustments will be picked up to extend the
agreement. Charge
adjustments to the firm
A marked checkbox indicates that any adjustment should be charged to the firm. A blank checkbox indicates that any adjustment should be charged to the employee.
Employee Compensation Rate*
*For reporting purposes only
Use this hourly rate;
Actual: applies the rate provided on each time record
This Hourly Rate: applies this set rate for each time record
Do not exceed this amount – calculates the rate by dividing this agreement billing
amount by the number of hours used.
Monthly Billing Amount
% of Monthly Billing Amount
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Recurring Invoicing Parameters
Screen Element Description
Billing Cycle Billing Cycle for this agreement. Options are: Annual Bi-monthly Monthly None Quarterly Semi-annual Weekly 4 Weeks
Marking the One Time checkbox indicates that this is a one-time agreement. Cycle based on Calendar year - based on a year beginning on Jan 1 and ending on Dec 31.
Contract year - based on a year beginning with the first day of the agreement and
ending 365 days later.
Billing Amount Amount to be invoiced for this agreement each billing cycle. Restrict down
payment
A marked checkbox indicates that a down payment created only with the agreement can only be applied to this agreement. A blank checkbox indicates that any down payment can be applied to this agreement.
Include prefix/suffix on invoice #
A marked checkbox indicates that ConnectWise will generate invoice numbers which begin or end with the fixed text (e.g. “Jan,” “06-,” etc.) entered in the adjacent field. The Prefix option will place the fixed text at the beginning of the invoice number. The
Suffix option will place the fixed text at the end of the invoice number.
Invoice Description
Descriptive text for this agreement that is printed on invoices. The Top Comment option will place the descriptive text at the top of the invoice. The Bottom Comment option will place the descriptive text at the bottom of the invoice.
Taxable A marked checkbox indicates that sales tax is charged for this agreement. Terms: Option to select a different Billing Term for this agreement type than the default.
Defaults
Screen Element Description
Work Role The default work role that applies to this agreement. The work role determines the default classification or position of the technician or consultant and therefore the hourly rate that is charged against this contract. Default work roles are established in the Work Role setup table.
Work Type The default work type that applies to this agreement. The work type indicates the work being performed for this agreement. The default work types are established in the Work Type setup table.
Project Type Project that time is applied against. If no project exists, leave blank.
Template Invoice template to use when generating invoices for this service agreement. Billable Options Displays the billable option for the following three items:
Bill Time Bill Expenses Bill Product Billable options include:
Billable – record is billable to the customer regardless of the system default Do Not Bill – record is NOT billable to the customer regardless of the system
default
No Charge – record is not billable to the customer regardless of the system default and a zero-dollar invoice is generated
No Default – record will use the system default to determine if it is billable or not to the customer
Invoice Customer A marked Invoice Customer box indicates that all records covered by the agreement, not just overage records, are to flow through the Invoice Wizard.
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Work Role tab:
The table on the following page defines the screen elements displayed on the Work Role tab.
Screen Element Description
Work Role Displays the work roles previously established in the Work Role setup table. The blank option applies the rate to all work roles.
Rate Quantity applied to option selected for Rate Type.
Rate Type Option selected overrides the default rate from the work role setup table. The options are:
Custom - overrides the default hourly rate using the amount entered in the
Rate field.
Adjust - adds the amount in the Rate field to the default rate that is applied to this work role for this agreement.
Multiplier - multiplies the default rate by the multiplier entered in the Rate field.
Effective Date First date on which this work role will override the default work role. Defaults to current date.
Ending Date Last date on which this work role will override the default work role. A blank indicates no ending date.
Work Type tab:
The table on the following page defines the screen elements displayed on the Work Type tab.
Screen Element Description
Work Type Displays the work types previously established in the Work Type setup table. Rate Quantity applied to option selected for Rate Type.
Rate Type Option selected overrides the default rate from the Work Type setup table. The options are:
Custom - overrides the default hourly rate using the amount entered in the
Rate field.
Adjust - adds the positive or negative (-) amount in the Rate field to the default rate which is applied to this work type for this agreement. Multiplier - multiplies the default rate by the multiplier entered in the Rate
field.
Effective Date First date on which this work type will override the default work type. Defaults to current date.
Ending Date Last date on which this work type will override the default work type. A blank indicates no ending date.
Hours Min Minimum amount of hours for this Work Type. A blank indicates that no minimum applies.
Hours Max Maximum amount of hours for this Work Type. A blank indicates that no maximum applies.
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Table Name: Batch Setup
The Batch Setup table is used to set up how far in advance the billing and allocation records for the agreements are created. The default of 31 days enables the user to create the agreement invoice up to one month in advance. The following table defines the screen elements displayed on the Batch Setup screen:
Screen Element Description
Next Run Date Date of next batch run. The current date should be displayed.
Category: Company
Table Name: Company Status
The Company Status table contains the company status options that are applicable to client company records. Customized statuses can be created in this table. The information in this table can only be accessed thru the Company Finance screen. Although the company status is displayed on other screens, it can only be modified here.
The following tables define the screen elements displayed on the Company Status screen:
Screen Element Description
Description Name of status.
Default Flag A marked checkbox indicates that this status is assigned to company records as they are created.
Inactive Flag A marked checkbox indicates that this status can no longer be assigned to client records.
Notification Parameters for Service, Project and Time
Screen Element Description
Notify A marked checkbox indicates that the user is notified, with the message entered in the
Notification Message field, that no service tickets, projects or time events can be
submitted for this company, providing the Disallow Saving? checkbox is also marked. Disallow Saving? A marked checkbox indicates that no service tickets, projects or time events can be
submitted for this company. Notification
Message
Notification message used to notify users that no service tickets, projects or time events can be submitted for this company, provided that the Notify and Disallow
Saving? checkboxes are marked.
Custom Note If checked, allows user to add a custom note that is specific to that company for this status.
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The standard status options provided with ConnectWise are listed below. These statuses can be edited or deleted to accommodate specific needs.
Status Description
Active Current customer in good standing.
Attention needed Client needs attention. See the Activity tab for details.
Credit Hold Account is not current. Ask for a payment. Do NOT Service. See the Activity tab for details and contact the account manager.
Delinquent Payments from the client are delinquent but the client is still approved for service. See the Activity tab for details and contact the account manager.
Imported Client record was created with information imported from another file. Establish a valid Company Status for this client and ensure proper account setup.
Inactive This client is no longer an active customer. Contact account manager to verify that service can be provided.
May leave Client may discontinue business relationship. See the Activity tab for details. Not Approved The company record has been created but the account has not been setup for service. Contact the account manager for details. This is the default status. Problem A problem exists with this client. Service is approved. Contact account manager or
client for details.
Table Name: Company Type
The Company Type table enables users to create Customized Company Types, for example, client, prospect, or vendor.
The following table defines the screen elements that display on the Company Type screen:
Screen Element Description
Description Name of company type.
Default Flag A marked checkbox indicates that this company type is assigned to company records as they are created.
The standard company type options provided with ConnectWise are listed below. These Company Types can be edited or deleted to accommodate specific needs.
Company Type Description
Competition Company is a competitor. Customer Company is a customer.
Not-a-fit A prospective customer not meeting criteria for offered products or services. Owner Individual owner or parent company of your company.
Partner Part owner of your company.
Prospect Currently in the sales pipeline. Has a need for offered products or services. Suspect Possible need for offered products or services.
Unknown No useful information regarding this company is currently available. Vendor Supplier to your company.
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Table Name: Configuration
The Configuration table defines the universe of configurations that can be tracked at client sites to be used for asset management and support issues.
The following table defines the screen elements that display on the Company Configuration screen:
Screen Element Description
Configuration Type
Name of configuration.
Mark as Inactive? A marked checkbox indicates that this configuration is inactive. Line Number Indicates the sequence of required information.
Display on Portal A marked checkbox indicates that this configuration will be available on the Configuration List in the Customer Portal
Screen Element Description
Type of field for answer
Designates the type of answer required for above question. Options are: Checkbox Currency Date Hyperlink Number Password Percent Text Text Area Is answer required?
A marked checkbox indicates that the member is required to answer the question.
Number of decimals
Number of decimal places allowed for numerical answer types (e.g. currency, number, or percent).
Method of entry Form of entry the member will use to answer the question. Options are: Entry Field
List (Drop-down) – Enter Values Option (Radio) – Enter Values
Mark as inactive? A marked checkbox indicates that this question is no longer used to collect information about the configuration.
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Table Name: Configuration Status
The Configuration Status table defines the statuses that can be assigned to configurations. The following table defines the screen elements that display on the Configuration Status screen:
Screen Element Description
Description Name of status.
Default A marked checkbox indicates that this status will be assigned to configurations upon their creation.
Out of Service A marked checkbox indicates that the specified equipment is not covered by the Managed Service agreement. Note: This option is used for Managed Service agreements only.
The standard status options provided with ConnectWise are listed below. These statuses can be edited or deleted to accommodate specific needs.
Status Description
Active Configuration is available for selection. (default) Inactive Configuration is inactive and cannot be selected.
Table Name: Country
The Country table contains valid countries for addresses used within ConnectWise (e.g. for addressing invoices). The following table defines the screen elements that display on the Country screen:
Screen Element Description
Country Name of the country.
Currency ID Currency used in this country.
Default Flag A marked checkbox indicates that this country is the default used when entering new addresses.
Caption for city Customize the field caption based on the Country (e.g. City) Caption for state Customize the field caption based on the Country (e.g. Province) Caption for zip Customize the field caption based on the Country (e.g. Postal Code)
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Table Name: Currency
The Currency table is used to specify the currency used for each country defined in the Country table. Currencies defined in this table will display in a drop-down list in the Country table.
The following table defines the screen elements that display on the Currency screen:
Screen Element Description
Currency ID Currency identifier (e.g. USD, EU, etc.) The ID is an abbreviation for the currency. ConnectWise can print the ID on invoices.
Display on Invoice?
A marked checkbox indicates that the currency ID will display on invoices.
Description Name of the currency. (e.g. U.S. Dollar, British Pound, etc.) Symbol Symbol representing this currency. (e.g. $)
Display on Invoice?
Table Name: Management
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the MSP Integration:
Screen Element Description
Scheduled Run Time
The MSP application updates data daily and this field specifies the execution time. Recommended to not schedule at peak load times.
Status for Added Configuration
Status for newly added devices. Options are: Active
Certified Inactive
Modified Certification Pending Certification Status for Deleted
Configuration
Status for devices no longer managed. Options are: Active
Certified Inactive
Modified Certification Pending Certification API Login for
Managed IT Sync Executive
Summary Report
A marked checkbox indicates to run the report based on the following parameters: Scheduled on day (1 – 31) of every month
At Hour:Minutes:Seconds
This will be the date and time the reports will be emailed. Notify Designates to whom the report is emailed to The options are:
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Screen Element Description
Account Tech Billing Contact
Company Primary Contact Controller COO Sales Rep Email Address President Specific Member
Table Name: Management Backup
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the MSP Backup Integration:
Screen Element Description
Agreement Type Select the agreement type.
Product Pick a Product for billing on your agreement addition.
Billing Level Select the Billing Level to display the Summary or Detail when invoiced. Options are: Summary
Table Name: Management Backup Configuration
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the MSP Backup Integration:
Screen Element Description
Setup Name Currently only Zenith BDR available Solution Currently only Zenith BDR available Billing Level Options are:
Summary Detail
Level Configurations are pulled in as one of the following levels. Options are: No Level Specified Base New Base Advanced New Advanced Extreme
Agreement Type Select the agreement type for each level based on the Zenith configuration.
On-Site Product Pick an On-site product for each level. Note: On-site products will not be updated by Zenith BDR integration.
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Table Name: Management Email
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the MSP Integration:
Screen Element Description
Name Name of the management email
Email Management Solution Select one of the following options: DoubleCheck
Postini
Organization ID Enter your Organization ID
Postini Server Prefix Enter your Postini server prefix (only visible when Postini selected) Username / Password Enter your administrator username and password (only visible
Table Name: Management IT
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the MSP Integration – fields will vary based on which Management Solution selected (two examples displayed):
Screen Element Description
Name Name of the management email
Management IT Solution Select one of the following options: Level Platforms
Kaseya N-Able Zenith SAAZ Custom
Set login information This login information is used to authenticate and automatically login to the management solution by clicking on the 'Device Management Screen' button on the configuration screen for a managed device. Options are:
Set login information by member on member screen Set one login to be used by all members
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Table Name: Management PPC (Pay-per-Click)
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the pay-per-click integration.
Screen Element Description
Setup Name Currently only Xerox available Solution Currently only Xerox available Billing Level Options are:
Detail Summary
Levels Configurations are pulled in as one of the following levels. Options are: No Level Specified
Page Pack Toner pack
Agreement Type Select an Agreement Type for each level Monochrome Product Pick a Monochrome product for each level. Color Product Pick a Color product for each level.
File to Upload Upload Xerox Page Pack Billing file. Note: Xerox Page Pack Billing file is provided from Xerox.
Update Click Update button to upload billing file information to update ConnectWise agreement additions.
Table Name: Management SonicWall
*Only available with the MSP Integration add-on module
The following table defines the items required for setting up the SonicWall GMS integration.
Screen Element Description
Name Enter a name
FTP Site Enter the URL of the FTP site to which you are archiving the SonicWall GMS reports
Username / Password Enter credentials for the user that can download the .xml documentation aspx reports
Test Authentication Click to test the FTP site to open in IE to copy files from
Table Name: Market Description
The Market Description table defines the markets addressed by your company.
The following table defines the screen elements that display on the Market Description screen:
Screen Element Description
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Table Name: Note Type
The Note Type table allows entry of notes on various screens throughout the system. Each note begins with a header that shows the note type, date, time and login name that last updated the note. Available note types are defined in the Note Type setup table.
The following table defines the screen elements that display on the Note Type screen:
Screen Element Description
Description Name of the Note Type.
Default Flag A marked checkbox indicates that this Note Type will be automatically assigned when a new note is created.
Table Name: Ownership Type
The Ownership Type is used to define ownership types used on the Profiles tab of the Company screen.
Screen Element Description
Table Name: State
The State table is used to establish the states that are used on various screens throughout ConnectWise. The following table defines the screen elements that display on the State screen:
Screen Element Description
State ID 2 – 3 letter abbreviation. Description Name of state.
Table Name: Team Role
The Team Role table is used to establish the team roles members are assigned to in ConnectWise. The following table defines the screen elements that display on the Team Role screen:
Screen Element Description
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Table Name: Time Zone
The Time Zone table is used to store time zone information for each company maintained in ConnectWise. The time zones are defined in the Time Zone setup table.
The following table defines the screen elements that display on the Time Zone screen:
Screen Element Description
Time Zone Name Name of the time zone (e.g. Pacific Standard Time)
Hours Offset Number of hours by which this time zone varies from Greenwich Mean Time (GMT) indicated by a positive or negative number.
Default Flag A marked checkbox indicates that the time zone should be assigned automatically to companies as they are created in ConnectWise.
Table Name: Word Templates
The Word Templates table is used to define Microsoft Word templates used to generate documents containing contact information copied from the Contact screen. The document is generated by combining “bookmarked” information from the Contacts screen with text in the template.
Screen Element Description
File to Upload Path and file name of the Word template. Click Browse to navigate to appropriate file. Document Title Name of file used within ConnectWise. Leave blank to use the file name.
View Opens document template for viewing.
Read-only access A marked checkbox indicates that everyone but the owner is prevented from modifying the document template.
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Category: Contacts
Table Name: Communication Type
The Communication Type is used with Contact maintenance to define the different ways to communication with your customers or prospective customers.
The following table defines the screen elements that display on the Communication Type screen:
Screen Element Description
Description Name of type of communication. Phone Select if this is a type phone number Fax Select if this is a type fax number Email Select if this is a type email address
Table Name: Contact Relationship
The Contact Relationship is used with Contact maintenance to define what relationship this contact has with your company. This is a free text field, but this table allows predefined definitions to be selected.
The following table defines the screen elements that display on the Contact Relationship screen:
Screen Element Description
Description Name of type of contact.
Default Flag A marked checkbox indicates that this type should be assigned automatically to contacts as they are created in ConnectWise.
Table Name: Contact Type
The Contact Types is used with Contact maintenance to define what role this contact has is relation to the sales process.
The following table defines the screen elements that display on the Contact Type screen:
Screen Element Description
Description Name of type of contact.
Default Flag A marked checkbox indicates that this type should be assigned automatically to contacts as they are created in ConnectWise.
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Table Name: Departments
The Department is used with Contact maintenance to define what department this contact is in. The following table defines the screen elements that display on the Department screen:
Screen Element Description
Department Name of the Department
Table Name: Groups
The Groups table is used with the Marketing Manager to create and assign groups to companies and/or contacts. The following table defines the screen elements that display on the Groups screen:
Screen Element Description
Group Name Name of group.
Company Flag A marked checkbox allows companies to be assigned to this group. Contact Flag A marked checkbox allows contacts to be assigned to this group. Inactive Flag A marked checkbox indicates that this group is inactive.
Category: CRM & Sales
Table Name: Surveys
The Surveys table defines questions and allowable answers associated with different surveys to be conducted by phone.
The tables on the following pages define the screen elements that display on the Surveys screen.
Screen Element Description
Survey Name Name of survey.
Instructions Participant instructions for completing survey.
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Add a new question
Screen Element Description
Line Number Indicates the question‟s position in the sequence of questions presented to the participant.
Question Question to be presented to the participant. Type of field for
answer.
Designates the type of answer required for above question. Options are: Checkbox Currency Date Hyperlink IP Address Number Password Percent Text Text Area Is answer required?
A marked checkbox indicates that the participant is required to answer the question.
Number of decimals
Number of decimal places allowed for numerical answer types. (e.g. currency, number, or percent).
Method of entry Form of entry the member will use to answer the question. Options are: Entry Field
List (Drop-down) Option (Radio)
Table Name: Tracks
Automated activities are available so that "tracks" can be added to generate the appropriate activities or emails over a period of time. For example: a new lead is assigned the New Lead track which sends out a welcome email today and sets up a follow-up activity in 7 days. Tracks are user definable. Tracks can be attached on the Company or Contact.
Screen Element Description
Description The name of the Track you are creating.
Inactive A marked checkbox indicates that this track can no longer be assigned to companies or contacts.
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Add a New Action to Take
Screen Element Description
Action Type Select one of the following: Create Activity Send Email Create For Select options:
Account Manager (Team) Account Tech (Team) Controller COO Dispatch Inside Sales(Opportunity) President Sales Originator(Team) Sales Rep(Opportunity) Service Manager Specific Member Territory Manager Send Email also includes:
Company(Primary contact) Contact for item
Email address
Send Emails From Enter the email address that displays in the From field of the notifying emails. Note: Microsoft Exchange Server requires a valid FROM address on all automatically generated outgoing emails and will either generate an error or send emails from a blank address when a valid address is not defined.
Subject Enter the subject line of the notifying email. Information can be inserted by double-clicking the Token adjacent to each item.
Notes Enter additional information for the recipient(s) of the automatically generated email or import a HTML template. Information can be inserted by double-clicking the Token adjacent to each item that you wish to include.
Activity Options For Create Activity:
Member From: select the assigned by member
Activity Type: select what type of activity from drop down list Activity Status: select the status from drop down list
Category: Expense
Table Name: Expense Type
The Expense Type table defines the types of expenses that this company tracks for its members. There are several expense types provided with ConnectWise. These expense types can be edited or deleted to
accommodate your company expense policies.
The following table defines the screen elements that display on the Expense Type screen:
Screen Element Description
Description Name of expense. (e.g. Mileage, Hotel, etc.) Caption for
Amount
Description that is displayed with the expense amount in various reports.
Reimbursement Rate
Rate at which this expense is reimbursed. For example, 0.445 for a mileage reimbursement rate of 44 ½ cents per mile.
Bill Expenses? Billable options include:
Billable – Expense is billable to the customer.
Do Not Bill – Expense is NOT billable to the customer and no invoice is generated for the customer.
No Charge – Expense is not billable to the customer but a zero-dollar invoice is generated.
Is this used for an advance amount?
A marked checkbox indicates that expense advances are provided by the company for this type of expense.
Is this used for mileage?
A marked checkbox indicates that this type of expense is used by the company for mileage. If blank, the Per Mile radio button and input field are unavailable.
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Screen Element Description
Is this entered as a quantity?
A marked checkbox indicates that a quantity rather than a rate has been entered in the Reimbursement Rate field.
Inactive A marked checkbox indicates that this expense type is inactive. The expense type is no longer displayed in the drop-down list when entering expenses.
Invoice Markup Percent - indicates that the company marks up this expense by a percentage when invoicing customers. The amount entered determines the amount marked up. For example: If a value of 25.5 is entered, the expense is multiplied by 1.255 upon invoice generation.
Amount - indicates a fixed amount that is added to the expense when invoicing the customer.
Per Mile – indicates amount per mile that is added to the mileage expense when invoicing the customer. Note: To use this option, the Is this used for
mileage? checkbox must be marked.
ConnectWise Network Xref
Table Name: Payment Type
The Payment Type table defines the acceptable forms of payment for expenses.
The following table defines the screen elements that display on the Payment Type screen:
Screen Element Description
Description Name of payment type. Default
Classification
Default classification for this payment type. Options are: Non-Reimbursable
Reimbursable
Personal (e.g. a personal expense charged to a company credit card)
Company Payment Type?
A marked checkbox indicates that payment is made by a company payment method.
Is Default Payment Type?
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Category: General
Table Name: Auto Sync
The Auto Sync table establishes the time of day when Microsoft Outlook activities are synchronized with ConnectWise activities.
Outlook activities that are marked “private” , Outlook appointments with multiple invitees and recurring Outlook appointments are not synchronized with ConnectWise. All other Outlook activities and appointments are synchronized with ConnectWise.
The following table defines the screen elements that display on the Auto Sync screen:
Screen Element Description
Sync Time Time of day when ConnectWise and MS Outlook are to synchronize activities. Both 12-hour and 24-hour time formats are acceptable. Limited to 4 settings.
Table Name: In/Out Types
The In/Out Types table is used to define reasons an employee is in or out of the office. In/Out Types display under the Where column on the In/Out Board.
The following table defines the screen elements that display on the In/Out Type screen:
Screen Element Description
Table Name: Business Report Cards
The Business Report Cards setup table defines which Key Performance Indicators (KPI) are selected for display in Business Report Cards on the ConnectWise Today page.
The Report Cards table is to define the different report cards. The Member Setup table is to assign the report card to the member.
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The following table defines the screen elements that display on Report Cards Setup screen.
Screen Element Description
Report Name Name of this Business Report Card Key Performance
Indicator
KPIs are grouped into the following four sections:
Billable Resources – included in any report card.
Service Management - included in report cards of members having service management responsibilities.
Sales – included in report cards of sales reps.
Company Management - included in report cards of company managers. A marked checkbox adjacent to a KPI indicates that the KPI is included in the Business Report Card being created.
Sort Order Designates the sequence of KPIs in the Business Report Card.
Once KPIs are established for the Business Report Card, the Business Report Card can be assigned to the designated member on the Member Setup table or the Member Maintenance screen.
The ConnectWise Today screen must be customized in order to add the Business Report Card.
Table Name: Custom Reports
The Custom Reports table is used to set up any custom report entries once a user has written their report or a SQL stored procedure. This adds a report entry into the ConnectWise Reports screen and allows a user to execute the custom report from inside the ConnectWise system.
The following table defines the screen elements that display on the Add Custom Report screen:
Screen Element Description
Link to Report Location of the report Report Name Name of the report. Module Appropriate module
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Screen Element Description
Description Explanation of what this report contains. Do you need a
custom parameter screen
Select Options: No or Yes. Yes will require completion of the following fields: Prefix for parameter string
Separator between parameters Suffix for parameter string
Select your parameters must be completed: Parameter to Display
Default
Parameter Name Format
The following table defines the screen elements that display on the Add Generated Report screen:
Screen Element Description
Stored Procedure Name Location of the report
Report Name Name of the report.
Module Appropriate module
Table Name: Integrator Login
Integrator Login table is used to set up integration access for API‟s and Remote Control Sessions.
The following table defines the screen elements that display on the Integrator Login screen:
Screen Element Description
Username Enter credentials for the user
Password Enter password credentials
Access Level Options are:
Records created by integrator All records
Select services A marked checkbox activates this option. Service Ticket API requires:
Service Board: select board from drop down list Ticket callback URL
Time Entry API requires:
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Table Name: Links
Links table is used to define links to external websites or other sources using embedded fields. The following table defines the screen elements that display on the Links screen:
Screen Element Description
Link Name Designates the name that is displayed in the Links drop down. Table Reference Select either Company or Contacts
Link Definition The URL or IP address for the web page. Available Tokens Options available to use in the link definition.
Table Name: Portal Configuration
The Portal Configuration table is used to customize visual and functional user preferences. Portal tab:
The following table defines the screen elements that display on the Portal tab:
Screen Element Description
Portal Colors Login background color – indicates the color that displays in the background on the login screen.
Portal background color – indicates the color that displays in the background of all screens in the portal.
Security Level Captions
Indicates the name of security level captions 1 through 6.
Default A marked radio button indicates that the adjacent security level caption has been designated as the default.
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Images tab:
The Images tab designates which images (logos) are used on the various screens within the ConnectWise portal. Customized company images or ConnectWise default images can be used.
The following table defines the screen elements that display on the Images tab:
Screen Element Description
Customer Portal Main Login screen
Browse to the correct image file: Login logo
Login Masthead (720 x 60) This is also used on the Service Survey Customer Portal
Menu Header screen
Browse to add Portal Logo
Customer Portal Report screen
Security tab:
The Security screen is used to designate user access to portal features. ConnectWise has six levels of security. Each level permits access to a unique combination of portal features. This screen defines the functions each security level will have access to. A green checkmark indicates that the adjacent function is included in the corresponding security level. A red X, indicates that it is not included. The following defines functions available:
Access All Service Tickets (instead of just mine): Grants the user access to view all company service tickets. If this level is not granted, the user can only view his/her personal service tickets.
Approve Tickets: Required if Customer Must Approve Tickets Entered thru the Portal option is selected on the Company Options tab.
Change Contact on Service Tickets: Enables the user to modify the contact on any company service tickets. If this level is not granted, the user can only alter the contact on his/her personal service tickets. View/Print Customer Signoff form: Grants the user access to view and print a Customer Signoff form
for any company service ticket. If this level is not granted, the user can only view and print Customer Signoff forms for his/her personal service tickets.
Enter New Tickets: Enables the user to submit service tickets. If this level is not granted, the user cannot submit service tickets.
View/Print Invoices: Enables user to view and print closed invoices.
Maintain Company Preferences: The Preferences tab of the My Account screen (located in the “Other” tab of the Navigator bar) contains user definable options that change how some parts of the ConnectWise system are displayed (e.g. placement of tabs). Users having the appropriate security level can adjust these preferences.
Maintain Members (Contacts for Company): Enables the user to update company contact records. Access Reports: Enables user to view and print reports defined on the Portal‟s Reports tab.
Update Tickets: Enables user to update tickets. If this level is not granted tickets can only be submitted. View Agreements: Enables user to view agreement balances.
View Configurations: Enables users to view configurations. View Projects: Enables users to view project and project tickets
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Home Page tab:
The Home Page tab designates what is displayed when your customer login to the portal.
Screen Element Description
Show Home Page A marked checkbox indicates a home page displayed when logged in to the portal Display Upcoming
Events
A marked checkbox indicates to display the following options if selected: Display scheduled service tickets
Display scheduled project tickets Display scheduled project issue tickets Text to appear in
left hand column
Enter text, image or import HTML template
Text to appear in right hand column
Service Setup tab:
The following table defines the screen elements that display on the Service Setup tab:
Screen Element Description
Display the following
additional columns on the Service List
A marked checkbox indicates to display on the screen: The options are: Service type Contact Entered Date Status Last Update Assigned Resources Required Date Site Name Service Board Budget Hours Actual Hours Approval Status
For Closed Tickets Display one of the following options: All closed
Closed last 120 days Closed last 30 days Closed last 60 days Closed last 90 days Do not display closed
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Screen Element Description
Select Customer Signoff Template
Select the appropriate Sign off template for: T&M tickets
Fixed Fee tickets Display Tasks on
the Ticket
A marked checkbox indicates to display on the screen: The options are: Open Tasks
Project Setup tab:
The following table defines the screen elements that display on the Project Setup tab:
Screen Element Description
Display the following additional columns on the Service List
A marked checkbox indicates to display on the screen: The options are: Billing Method Project Type Status Project Manager Contact Estimated Start Estimated End Description
For Closed Projects Display one of the following options: All closed
Closed last 120 days Closed last 30 days Closed last 60 days Closed last 90 days Do not display closed
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Screen Element Description
For a T&M Project Display additional columns: Budget Hrs Scheduled Start Scheduled Finished Scheduled Hrs Actual Start Actual Finished Actual Hrs Bill Status Assigned For a fixed-fee Project
Display additional columns: Budget Hrs Scheduled Start Scheduled Finished Scheduled Hrs Actual Start Actual Finished Actual Hrs Bill Status Assigned
Reports tab:
Users with Administrator level security can view and print the following reports or custom reports added: Executive Management Report
Service Ticket Trends – Last Year Service Ticket Trends – This Year
The following table defines the screen elements that display on the Reports tab:
Screen Element Description
Report Name Name of report being added
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Types tab:
The Types tab is used to define the web based application used by clients to submit service tickets. The following table defines the screen elements that display on the Types screen:
Screen Element Description
Description Description of the service issue/problem to be selected in the portal. Board Service board that service ticket is entered against.
Service Type Optional setting to default a specific service type for the ticket. Source Optional setting to default a specific source for the ticket. Summary Optional setting to define the summary description for the ticket.
Detail Description Optional setting to define a detail description to be included on the ticket
Notify Email address that service ticket is sent to. A separate set of notification rules are defined for an emergency designation.
Set status to: Default status for a service ticket created in the portal. The status determines the workflow and escalation stages for the service ticket. The main options are:
New
New (Portal)
New (email connector)
Set urgency to: Level of urgency for this service ticket. Options are Priorities define in the Service: Priority setup table.
Boards tab:
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Agreement Types tab
The Agreement Types tab is used to define which agreements are displayed in the portal.
Invoices tab
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Table Name: Today Page Categories
The Today Page Categories table is used to create categories for grouping web links on the ConnectWiseToday page.
The table on the following page defines the screen elements that display on the Today Page Categories screen.
Screen Element Description
Sort Order Designates the category‟s display position on the ConnectWise Today page. Using numbers that are not sequential (e.g. 10, 20 30, etc.) allows room to insert new categories at a later date.
Category Designates the name of the category. Restrict to Option to restrict to a level in the structure.
Table Name: Today Page Links
The Today Page Links table contains the links to web pages that are displayed on the ConnectWise Today page. The following table defines the screen elements that display on the Today Page Links screen:
Screen Element Description
Description Designates the web link name that is displayed on the Today page. Category Designates the category this link is displayed under.
Link The URL or IP address for the web page. Test Link Displays the web page listed in the Link field.
Sort Order Designates the link‟s display order within the category. Using numbers that are not sequential (e.g. 10, 20 30, etc.) allows room to insert new links at a later date. New Window A marked checkbox indicates that the web page is displayed in a separate window. Restrict to Option to restrict to a level in the structure.
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Table Name: Workflow Rules
Workflow defines the movement of documents and/or tasks through a work process. Workflow rules can be applied to Agreements, Configurations, Service Tickets and Service Surveys. A workflow rule consists of a event and an action to take if the condition is met. Complex workflow rules can be created with multiple events and/or multiple actions. Typical examples of workflow rules include escalating service tickets that are behind schedule; notifying someone in your company when a client‟s software update agreement is about to expire; notifying your service manager that a respondent to your service survey has asked to be contacted.
Defining a workflow involves the following three actions:
Name the workflow rule, “who” it belongs to and when it must be executed. Define the conditions that result in actions being taken.
Define the actions that are taken when the conditions are met.
The Workflow Rules table is used to define “who a workflow rule belongs to and when it must be executed.
The following table defines the screen elements that display on the Workflow Rules screen:
Screen Element Description
Description Designates the name of the workflow rule.
Table Reference Designates the workflow type (Agreements, Configurations, Project Tickets, Service Tickets or Service Surveys).
Location Designates the location to which this rule will apply. A blank indicates that the rule applies to all locations.
Business Unit Designates the business unit to which this rule will apply. A blank indicates that the rule will apply to all business units.
Service Board Designate a specific service board if the rule is for services. This allows the service status to be an option for the event.
Screen Element Description
Run as a batch rule?
A marked checkbox indicates that the workflow rule is run at a frequency indicated:
Every field: Minutes Hours Days During field: 24 Hours Office Hours SLA Hours
A blank checkbox indicates that the rule is ignored. The checkbox should be
marked only after the workflow rules have been defined.
Clicking the Save icon, saves the workflow information entered and displays the following conditions screen:
Clicking New creates a new record.
The following table defines the screen elements that display on the Conditions screen:
Screen Element Description
New Used to add a new condition to this workflow rule.
Edit Used to modify a previously established condition for this workflow rule. Delete Condition Used to delete a previously established condition for this workflow rule.
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The Trigger drop-down list contains the conditions that can trigger an action. Each trigger is associated with a single Workflow Type. Therefore, the Table Reference defined on the Workflow Rules screen, restricts the drop down list to the appropriate set of triggers for the chosen Workflow Type. (This drop down list is not associated with a setup table that you can change.)
The following table defines the triggers available for each Workflow Type.
Note: “x” represents the contents of the “Value:” field.
Workflow Type Trigger Description
Agreements AGR-Anniversary Anniversary date is within x days
AGR-DateEnd End date is within x days
AGR-Remaining Remaining amount of the agreement is at or below x% AGR-Type All agreements of type x
Configuration
C-ConfigExpire Config expires in x days C-ConfigStatus Status of configuration is x C-ConfigType All configurations of type x
Service Tickets SLA-MinutesTarget Ticket request time has less than {value} minutes left from
SLA target
SLA-PercentTarget Ticket request time is {value} percent of SLA target SR-Acknowledged Service Ticket has been acknowledged
SR-Age Service Ticket is more than x hours old
SR-AgeAssigned Service Ticket was assigned more than x hours ago SR-AgeEntered Service Ticket initially assigned more than x hours ago SR-AgeNoTime Service Ticket has not had time updated in more than x
hours
SR-AgeOnHold Service Ticket has been on hold for more than x hours SR-AgeReqd Service Ticket had required date more than x hours ago SR-AgeResPlan Service Ticket had a resolution plan more than x hours ago
Workflow Type Trigger Description
SR-AgeResponded Service Ticket was responded to more than x hours ago SR-Assigned Service Ticket is assigned
SR-AssignedMember Service Ticket is assigned to x SR-CompanyType Company type is “{value}” SR-Closed Service Ticket is closed
SR-CoTerritory Company is in “{value}” territory
SR-LastUpdate Service Ticket last updated more than “{value}” ago SR-NoResPlan Service Ticket has no resolution plan
SR-NotAcknowledged Service ticket has not been acknowledged SR-NoTime No time has been entered for this Service Ticket SR-Not Resolved Service Ticket has not been resolved
SR-NotResponded Service Ticket has not been responded to
SR-Open Service Ticket is open
SR-Priority Service Ticket priority is x
SR-Resolved Service Ticket has been resolved SR-ResPlan Service Ticket has a resolution plan SR-Responded Service Ticket has been responded to SR-SchedAge Latest open scheduled item older than x days SR-SchedPastDue Latest open scheduled item is past due
SR-SLAType Service Ticket Service Level Agreement is type x SR-Status Service Ticket status is x (only available when the
Workflow rule is defined for a specific service board)
SR-Summary Summary is LIKE x
SR-Type Service Ticket is in “{value}” type SR-Unassigned Service Ticket has not been assigned
Service Survey SV-ContactMe “Contact Me” was selected on the survey
SV-ScoreGreaterThan Survey score is greater than {value} points SV-ScoreLessThan Survey score is less than {value} points SV-SurveyName Survey name is {value}
Project Tickets PM-Closed Project is closed
