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SETUP TABLES REFERENCE GUIDE

Copyright © 2008 - 2009 ConnectWise, Inc. All Rights Reserved.

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: CUSTOM REPORTS .......................................................................................................................... 45


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: GL ACCOUNTS ................................................................................................................................ 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 TABLE NAME: PROJECT TYPE .............................................................................................................................. 126 TABLE NAME: PROJECT ROLE .............................................................................................................................. 127


CATEGORY: RMA ............................................................................................................................................. 128

TABLE NAME: RMA ACTION ................................................................................................................................. 128 TABLE NAME: RMA DISPOSITION ......................................................................................................................... 128 TABLE NAME: RMA STATUS ................................................................................................................................ 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 TABLE NAME: WORK TYPE .................................................................................................................................. 172


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 **Document updated as of version 8.1


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.

Spawn Followup Creates a new activity with the current data when this activity is saved with this status.


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.


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 customer. Examples are creating proposals, calling vendors for information, etc.


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.


Agreement Type tab: The following tables define the screen elements displayed on the Agreement Type tab:


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


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


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.



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

This Monthly Amount


Recurring Invoicing Parameters


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


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.


Work Role tab:

The table on the following page defines the screen elements displayed on the Work Role tab.


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.


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.


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:


Next Run Date Date of next batch run. The current date should be displayed.

Days in Advance Number of days in advance to create the agreement billing and allocation record.


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:


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


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.


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.

Solid Client is in good standing and has a special relationship.


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:


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.


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:


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

Question Prompt that is displayed to inform members of necessary configuration information.



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.


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:


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:


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)


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:


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?

A marked checkbox indicates that the symbol will display on invoices.


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:


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:

Account Manager



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:


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 Detail


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:


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.

Off-Site Product Pick an Off-site product for each level.


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:


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 when Postini selected)


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):


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


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.


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.


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:


Market Description Name of market segment.


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:


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.


Description Name of the ownership type.


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:


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:


Role Name Name of the team role (e.g. Account Manager, Account Technician, Sales Rep)


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:


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.


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.


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:


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:


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:


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: 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:


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:


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.


Survey Name Name of survey.

Instructions Participant instructions for completing survey.

Mark as Inactive? A marked checkbox indicates that this survey is inactive.


Add a new question


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)

Mark as inactive? A marked checkbox indicates that this question is no longer used to collect information.


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.


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.


Add a New Action to Take


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:


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.



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

Select the cross reference value if using the ConnectWise Network.


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:


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?

A marked checkbox indicates that this is the company‟s default payment type.


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:


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:


Description Describes the In/Out reason. (e.g. “At Client,” “Lunch,” “Training,” etc.).


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.


The following table defines the screen elements that display on Report Cards Setup screen.


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.

A sample Business Report Card is displayed below:


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:


Link to Report Location of the report

Report Name Name of the report.

Module Appropriate module



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:


Stored Procedure Name Location of the report

Report Name Name of the report.

Module Appropriate module

Description Description of the report


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:


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:

Member: select from active members


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:


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:


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.


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:


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

Browse to add Report logo (241 x 57) Displays on Executive Summary Report


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


Home Page tab:

The Home Page tab designates what is displayed when your customer login to the portal.


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

Enter text, image or import HTML template


Service Setup tab:

The following table defines the screen elements that display on the Service Setup tab:


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



Select Customer Signoff Template

Select the appropriate Sign off template for:

T&M tickets Fixed Fee tickets

Display Tasks on the Ticket


Open Tasks Closed Tasks


Project Setup tab:

The following table defines the screen elements that display on the Project Setup tab:


Display the following additional columns on the Service List


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



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:


Report Name Name of report being added

URL Enter the URL for the custom report


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:


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:

The Boards tab is used to define which service board‟s ticket are displayed in the portal.


Password Email tab


Agreement Types tab

The Agreement Types tab is used to define which agreements are displayed in the portal. Invoices tab

The Invoices tab is used to define which invoices are displayed in the portal.


Table Name: Today Page Categories

The Today Page Categories table is used to create categories for grouping web links on the ConnectWise Today page. The table on the following page defines the screen elements that display on the Today Page Categories screen.


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:


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.


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:


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.



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:


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.

Note: After clicking New or Edit, the Conditions screen will change as displayed below:


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

PM-Opened Project is open


The following defines the necessary steps to build a Workflow Rule condition:

Step Action

1 Select the appropriate trigger from the drop-down list.

2 If the trigger requires a value, for example the number of days before expiration, enter (or select) that value in the Value field.

3 Click Save.

4 Repeat steps 1 and 2 for each additional trigger.

The Conditions box contains all of the conditions that have been selected, as seen below.

The workflow rule is created in the Event Command Text box.

Step Action

5 Double-click the condition which should be evaluated first (or highlight the condition and click the >> button).

6 If both conditions must be met, click AND. If only one condition needs to be met, click OR. Double-click the condition which should be evaluated next.

7 Repeat steps 6 and 7 for each condition added to the workflow.


Step Action

8 If the workflow rule contains both AND and OR operators, the condition may have multiple interpretations unless parentheses are used to specify the intent.

Click Verify to check the syntax of your workflow rule.

9 Click Test Rule to execute the workflow rule and ensure that the records it selects are correct.

10 Specify the number of times that ConnectWise should run this workflow rule on each record. The options are:

Just Once Repeat x time Repeat Continuously

11 Specify how frequently ConnectWise should repeat execution of the workflow rule. The options are:

Minutes Hours Days Months

12 Enter the number of Minutes, Hours, Days or Months between executions of the workflow rule.

13 Click the Save and Close icon.

In the following example, ConnectWise will run the workflow rule on each record once per day.

Once the conditions are established, create the workflow rule actions. Click Edit Actions adjacent to the condition (called “Event” in the following screen).


Note: If actions have been previously established for this workflow rule, ConnectWise will list them here.

To define a new action, click the “New” icon to display the following screen.


Multiple actions can be assigned to the workflow rule. The following table defines the screen elements that display on the Workflow Rule Actions screen:


Action Type Select one of the following:

Create Activity Assign Resource Send Email Change Status

Create For Select the member, role, team, customer‟s primary contact or a specific 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.

If you selected an Action Type of “Create Activity” above, the following Activity Options information must be provided.


Member From Use the magnifying glass to search and select the appropriate member.

Activity Type Select the activity that the workflow rule will create. (The options in the drop-down list are defined in the setup table: Activity Type.)

Activity Status Select the initial status that will be assigned to the activity. (The options in the drop-down list are defined in the setup table: Activity Status-CRM.)

Click the Save or Save and Close icon in the middle of the screen to save the action information. Then click the Save or Save and Close icon at the top of the screen to save the workflow rule.


Category: General Ledger

Table Name: Accounting Package

ConnectWise integrates with the following accounting packages:

Business Works: Gold Version 2.20

Microsoft Dynamics/Great Plains: up to Version 10 (requires Integration Manager)

Macola

MAS: up to Version 4 (requires Visual Integrator)

QuickBooks: 2004 – 2009 (US, UK, AUS versions)

Microsoft Office Accounting: 2006 - 2009

Other: Accounting API option Each of these accounting packages has different options as to what is available in their interface. When the accounting package is selected from the drop-down list, ConnectWise enables data entry for the required information and “grays out” the remaining fields.


Accounting Package Tab: The following table defines the screen elements that display on the Accounting Package tab:


Accounting Package

Select your accounting package from the drop down list.

Number of Segments

Number of segments (from 1 to 10) used to create an account number. The maximum number of segments is a function of your accounting package. ConnectWise will display a line of input fields in the lower area of the screen for capturing additional information about each account number segment.

Interface Invoices?

A marked checkbox indicates that the ConnectWise General Ledger Interface will export invoice information to the accounting package by default. The default can be overridden when the interface is run.

Interface Expenses

A marked checkbox indicates that the ConnectWise General Ledger Interface will export expense information to the accounting package by default. The default can be overridden when the interface is run. This option is available only for QuickBooks, Great Plains and Microsoft Office Accounting.

Direct Transfer Direct Transfer applies only to QuickBooks and Microsoft Office Accounting.

A marked checkbox enables ConnectWise to export records to QuickBooks using the QuickBooks SDK option. This method provides greater detail to QuickBooks when creating new customers and/or new products.

If the accounting package is Microsoft Office Accounting, the Direct Transfer option is automatically selected and locked (grayed out).

Suppress Memo Entry?

Not applicable to Great Plains users. A marked checkbox suppresses entry of the memo imported from the ConnectWise batch number.

Inventory SOH Option

For QuickBooks users only. A marked checkbox indicates that QuickBooks inventory items in ConnectWise have been setup and inventory balances are being tracked in QuickBooks. Can also be selected to transfer product and services in a separate lines for the QuickBooks invoice.

Sales Tax Option For QuickBooks users only. A marked checkbox indicates that the sales tax option is turned on in QuickBooks.

COGS Option This option is available if Great Plains accounting is used.

Use Tax Groups? For QuickBooks and Microsoft Office Accounting only. The option to use tax groups is only necessary if there are multiple tax levels in your tax codes.

Expense: Summary Only?

A marked checkbox exports expenses as a summary entry for each general ledger expense account. Otherwise, each expense item is exported as an individual journal entry.

Expense: Transfer as a Bill?

This option is available only for QuickBooks. Exports expense reports directly to Accounts Payable. (Default for Great Plains, Small Business Accounting, API)



Account Segment Information

ConnectWise provides a line of input fields for each account number segment (as specified in the “Number of Segments:” drop-down list). The following information is required for each Segment:

Caption: Enter the segment name. Type: Determined by the accounting package.

o For Business Works, Great Plains and MAS 200, the type is set to Account and cannot be changed.

o For Macola, the type is not used and is left blank. o For QuickBooks and Microsoft Office Accounting, select either

Account or Class from the drop-down list. Note: If using class tracking and this segment represents class, then select Class.

Accounting Package Path Tab

If using QuickBooks or Microsoft Office Accounting direct transfer, supply the information needed in the Accounting Package Path tab.

The following table defines the screen elements that display on the Accounting Package Path tab for QuickBooks users:


Location Use Default if all locations use the same company file in QuickBooks. Select the location if different locations post to different QuickBooks company files.

Path to QB company file

Path where QuickBooks is stored. The path must match the path that is used to open the company file in QuickBooks. Click Browse to locate the path.


The table on the following page defines the screen elements that display on the Accounting Package Path tab for Small Business Accounting users.


Location Use Default if all locations use the same company Microsoft Office Accounting. Select the location if different locations post to different Microsoft Office Accounting companies.

Server Name of the server on which Microsoft Office Accounting is stored.

SQL Server Name of the SQL server that is used by Small Business Server.

Database Name of the Small Business Server database.

Text Connection Used to confirm that the information entered above is valid and that the ConnectWise connection to the Small Business Server is working.


Table Name: GL Accounts

The GL Accounts table is used to create general ledger accounts in ConnectWise. The following table defines the screen elements that display on the GL Accounts screen.


Account Type Name of Account. The options are:

Accounts Receivable Accounts Payable Revenue Deferred Revenue Revenue – Product Revenue – Expenses Sales Tax Payable Expense Internal Expense External Expense Offset Revenue – Agreements Revenue – Agreement Products Inventory Adjustment Inventory Offset Inventory Transfer

Table Level of the organization structure where this account should be entered.

Record Record within the table to which this account should be attached.

Account Segments

ConnectWise displays a field for each account segment defined in the Accounting Package table. These fields are preceded by the captions that were assigned to the segments. Enter the appropriate value in these fields.

Item ID If you use the direct transfer option for QuickBooks, then ConnectWise gives the option to use an Item ID for certain revenue account types,.

Inventory Description of the inventory item. Great Plains and MAS ONLY

COGS Account number segment for Cost of Goods sold account. Great Plains and MAS ONLY

Sales Code Account number segment for the appropriate sales account in general ledger.

MAS ONLY


Category: Inventory

Table Name: Adjustment Type *Only available with the Inventory add-on module

The Adjustment Type table is used to define available adjustment types for inventory The following table defines the screen elements that display on the Adjustment Type screen:


Type ID ID for the adjustment

Description Description of the adjustment


Table Name: Warehouse *Only available with the Inventory add-on module

The Warehouse table is used to define the major warehouses for product inventory The following table defines the screen elements that display on the Warehouse screen:


Name Warehouse name

Company Select the internal company

Address Location of the warehouse

Location Select the Location for the warehouse

Department Select the department for the warehouse

Manager Select the member (owner) from the member list


Table Name: Warehouse Bin *Only available with the Inventory add-on module

The Warehouse Bin table is used to define the bins within the warehouses for product inventory The following table defines the screen elements that display on the Warehouse Bin screen:


Description Define bin

Warehouse Select the warehouse for the bin

Location Location of the warehouse bin (default is warehouse location)

Department Department of the warehouse bin (default is warehouse department)

Min Quantity Minimum amount of products for the bin (optional)

Max Quantity Maximum amount of products for the bin (optional)

Overflow Bin Select other warehouse bin (optional)

Manager Select the member (owner) from the member list

Length Length of bin (optional)

Width Width of bin (optional)

Height Height of bin (optional)

Weight Weight of bin (optional)


Category: Invoicing

Table Name: Billing Cycle

The Billing Cycle table is used to assign Agreement billing cycles to accounts. The following table defines the screen elements that display on the Billing Cycle screen:


Billing Cycle ID ID assigned to the billing cycle.

Description Description of the billing cycle.

Recurrence Frequency of invoice. The options are:

Monthly Bi-Monthly Quarterly Yearly Not Recurring Semi-Annual Bi-Weekly 4 Weeks Weekly

Default Flag A marked checkbox indicates that this is the default billing cycle.


Table Name: Billing Setup

The Billing Setup table establishes the defaults that are used when setting up a customer‟s billing information. Setup Tab The following table defines the screen elements that display on the Setup tab:


Location Location to which defaults will be applied. Locations are modified on the Structure tab of the My Company screen. Each location needs a billing setup.

Remit to Information

Company name, address, and phone number where customer payments are to be remitted.

Disable routing email

A marked checkbox indicates that invoices are not to generate email notifications for invoice approval.

Include prefix/suffix on invoice #

A marked checkbox indicates that the information entered in the adjacent field will be added to the invoice # as a prefix or suffix as indicated by the adjacent selected radio button.

Default Invoice Template

Default invoice template to be used for this customer. The options can include ConnectWise provided templates or customized templates

Default Email Template

Default email template to be used for emailed invoices for this customer. The options can include ConnectWise provided templates or customized templates.

Invoice Title Setting can be changed to „Tax Invoice‟ for Australia billing.

Payable Name Name that will display on invoices immediately after the phrase: “Make checks payable to.” This text can be modified don the Invoice Format.

Top Comment Optional text to be displayed on invoices immediately below the Terms information.



Invoice Footer Optional text to be displayed at the bottom of each page of the invoice.

Quote Footer Optional text to display at the bottom of each page of the Quote report

Invoice Wizard Parameters Defaults for Service Tickets

This series of checkboxes creates the defaults that display when invoicing Service Orders. For each option, click the checkbox to set the feature as a default, otherwise leave it blank.


Bill by Service Ticket Bills each service ticket separately.

Bill on Completion Bills service tickets only after they have been closed.

Bill on Demand Bills unapproved time and expense records.

Progress Time Attaches time records to progress invoices (fixed fee projects only).

Adjustments A marked checkbox bills adjustments to your firm. A blank bills the adjustments to the employee.

Invoice Wizard Parameters Defaults for Projects

These two checkboxes create the defaults that display when invoicing Projects. For each option, click the checkbox to set the feature as a default, otherwise leave it blank.


Print Format Defaults

A marked checkbox indicates that the company logo, located in the designated file, will display on all printed invoices. Logos should be a 250 x 60 GIF or JPEG image. Localization Options

These options select the default country and currency.


Country Designates the default country. To add countries not listed see Setup>Setup Tables> Country.

Currency Designates the default currency. To add currency not listed see Setup>Setup Tables>Currency


Routing Tab

Routing establishes the workflow by which invoices are processed. Invoice information is emailed to members in the order specified in the Routing screen. The first email is sent to the member having the smallest Sequence Number. When that member approves the invoice, it is emailed to the member with the next lowest sequence number. This cycle continues until all of the routing rules have been completed.

Routing rules are specific to each installation and the default rules are setup in the screen displayed above. These rules are copied to a new invoice when it is created. Different routing rules can be chosen on a per invoice basis by going to the Routing tab and selecting a new routing.

The following table defines the screen elements that display on the Routing tab:


Sequence Number Determines the order in which the Routing Rules are executed. Do not have to be sequential (1, 2, 3), but must be in order of lowest to highest (5,10,15).

Invoice Rule Designates which invoices are to be routed. The options are:

Agreement Invoices All Invoices Project Invoices Standard & Special invoices

Routing Rule Designates the members to whom the invoices are routed. The options are:

Account Manager Department Manager Invoice Creator Location Manager Project Manager Sales Originator Specified Member Territory Manager

Note: Specified Member requires a member name.


Table Name: Billing Status

The Billing Status table establishes the process status of invoices. Upon creating an invoice, ConnectWise will assign the designated status as the default. An invoice status can be changed on the Invoice Review screen. The following table defines the screen elements that display on the Billing Status screen:


Description Name of the status.

Default Flag A marked checkbox indicates that this status is assigned to invoices as they are created.

Inactive Flag A marked checkbox indicates that this status is no longer assigned to client invoices.

Closed Flag A marked checkbox indicates that invoices with this status are considered complete and ready to export. To order to close an invoice, the Account field on the Company Finance screen must be entered.

Sent Flag A marked checkbox indicates that an invoice has been emailed and will no longer display in the Invoice Batch Emailing screen.


Table Name: Billing Terms

The Billing Terms table is used to add or modify payment terms. The following table defines the screen elements displayed on the Billing Terms screen:


Description Name of payment terms being created.

Default Flag A marked checkbox indicates that these payment terms are the default.

Due Days Number of days in which payment must be received from customer.

Terms Xref Only used for the MAS 90/200 GL integration.


Table Name: Delivery Method

The Delivery Method table defines the methods by which a company can deliver invoices to customers. The Delivery Method which has the Default checkbox selected will automatically be assigned to Company records when they are created. To change the method for delivering invoices to a customer, go to “Delivery Method” drop-down list in the “Finance - Company Finance” screen and select an alternative delivery method. The following table defines the screen elements displayed on the Delivery Method screen:


Description Name of delivery method being created.

Default Flag A marked checkbox indicates that this delivery method will be assigned to company records as they are created.

Email A marked checkbox indicates that the Delivery Method is accomplished via email. This must be checked for the system to automatically list the invoice in the Invoice Batch Emailing screen.


Table Name: Email Formats

The Email Formats table is used to create customized email templates to use for invoices emailed to customers. The invoice is attached to the email as a PDF file. The following table defines the screen elements that display on the Email Formats screen:


Template Name Name of template being created.

Use Sender‟s name and email address in the from field

A marked checkbox indicates that the email address of the person currently logged on to ConnectWise will be inserted in the From line of the email for all invoices generated during that ConnectWise session. The First Name, Last Name, and Email Address fields will be grayed out.

If blank, this information must be entered in the From line of all email invoices sent using this template.

Subject Text that will be included in the subject line of all email invoices using this template. Available Variables may also be inserted by placing the cursor in the subject field and double clicking on the Variable to be inserted. This field will accept a combination of text and variables.



Body Message that will display in the body of all emails sent using this template. As with the Subject: line, you can use any combination of text and variable information selected from the Available Variables list. Enter this information in the same manner as you do for the “Subject:” line. Also have the option to import a HTML template.

Send a copy of this email to the sender

A marked checkbox indicates that a copy of this emailed invoice will be sent to the sender. ConnectWise does not record or keep a copy of the sent email.

Set the invoice to this status after sending

Automatically changes the status of invoice to the designated status. Select Do not change to leave status as is. Make sure the status selected has the Sent box checked in its set up.


Table Name: Invoice Templates

ConnectWise gives users the option of using a default invoice template or creating custom invoice templates using the Invoice Format table. This allows you to have different formats for different types of invoices. Any fields with a dotted line around it can be updated to allow you to customize the captions. Header (General) Tab The following table defines the screen elements that display on the Heading (General) tab:


Template Name Name of template being created.

Margin Invoice margin sizes.

Show Logo Option to not include a logo on your invoice from the Billing Setup.

Show Remit-to address

Option to not include the remit–to address from the Billing Setup on the invoice (printing on pre-printed letterhead or form).

Repositioning Arrows

By default, the company logo displays in the upper left quadrant of the invoice and the address information displays in the upper right quadrant. The repositioning arrows swap the positions of the address information and the logo.


Header (Service) Tab

The Header (Service) tab is used to select the identifying information that displays with Service tickets on invoices.

The service header is only used with the billing option of Bill by Ticket Separately or for Fixed Fee service tickets.

Checked items display on all invoices using this template. If you have bundled service tickets (i.e. multiple “child” service tickets which are tied to a single “parent”

service ticket), you can mark the “Show Bundled Service Tickets” checkbox to print the bundled service tickets on invoices.

Option to Show Open Tasks and/or show Closed Tasks from the service ticket.


Header (Projects) Tab

The Header (projects) tab is used to select the identifying information that displays with Projects on invoices. Checked items display on all invoices using this template.


Body Tab

The Body tab is used to define the details of an invoice. The body of a ConnectWise invoice is divided into four (4) sections:

Services Expenses Other Charges Adjustments


Time Detail Tab

The Time Detail tab is used to print an Invoice Time Detail report along with the invoice. The report displays time records associated with the invoice. The following table defines the screen elements that display on the Time Detail tab:


Display Time Detail Report

A marked checkbox indicates that the report is to be printed with the invoice.

Primary Sort Indicates the primary criteria that the data in the report is sorted by. The options are:

Work Type Work Role Member Date/Time Site Charge To

The data can be sorted in ascending or descending order as designated in the adjacent drop-down box.

Secondary Sort Indicates the secondary criteria that the data in the report is sorted by. The options are:

Work Type Work Role Member



Date/Time Site Charge To


Non-Billable Caption

Description for No Charge records on the invoice.

Listed Options A marked checkbox indicates the item is to be included on the Time Detail

Expense Detail Tab

The Expense Detail tab is used to print an Invoice Expense Detail report along with the invoice. The report displays expense records associated with the invoice. The following table defines the screen elements that display on the Invoice Expense Detail tab:


Display Expense Detail Report

A marked checkbox indicates that the report is to be printed with the invoice.

Primary Sort Indicates the primary criteria that the data in the report is sorted by. The options are:

Expense Type Member Date/Time Site Charge To




Secondary Sort Indicates the secondary criteria that the data in the report is sorted by. The options are:

Expense Type Member Date/Time Site Charge To


Non-Billable Caption

Description for No Charge records on the invoice.

Listed Options A marked checkbox indicates the item is to be included on the Time Detail

Table Name: Shipment Methods

The Shipment Methods is used to create and edit shipment methods for invoicing. The following table defines the screen elements that display on the Shipment Methods screen:


Description Description of the shipment method

ConnectWise Network Shipping Xref

The purpose of selecting a shipment method is to let the Network Partner know which carrier is used so they can track the product. There are nine cross-references available:

FedExTwoDay FedExPriority FedExGround UPSNextDay UPSSecondDay UPSGround CourierService USPSPriority USPSExpress


Table Name: Tax Code

The Tax Code table maintains information for multiple taxing jurisdictions. Sales tax for each jurisdiction displayed in the screen is calculated, then summed and added to the invoice. This capability is typically used to compute sales taxes when a state, county and city each charge sales taxes. The following table defines the screen elements that display on the Tax Code Setup screen:


Tax Code Name of tax code.

Description A detailed description of the tax code.

Caption on Invoice Description to print on the invoice

Country Select the country for this tax code

Effective Date Date the tax code is effective

Default? A marked checkbox indicates that this tax code will be applied to all invoices as they are created.

Display each level on the invoice

A marked checkbox will print each individual tax level to print on the invoice.

Canada: Calculate PST on GST

For business operating in Canada, a marked checkbox indicates that GST will be calculated on PST.



Level Each taxing jurisdiction is considered a level. Each level is defined with the following information:

Rate - tax rate as a decimal number (e.g. 0.065 for 6.5%) Rate Type – Percent or Amount Taxable Max – maximum limit, if any, upon which a jurisdiction charges sales

tax. Tax Code Xref – for GL Integration Agency Xref – for GL Integration Tax Services – a marked checkbox indicates that sales tax applies to

services. Tax Expenses – a marked checkbox indicates that sales tax applies to

expenses. Tax Products – a marked checkbox indicates that sales tax applies to

products Apply Single Unit Limit – a marked checkbox enables this option based on

the Minimum and Maximum amounts entered (click on Edit)

Select which work roles, expense types or product types are to be exempt for the tax code on the Tax Code Exemption screen.


Different tax jurisdictions may impose different taxes on various types of labor, expenses or products. ConnectWise enables users to establish the tax rate for each. For example: if a Work Role is taxable for State tax, but not County tax, the Work Role should display in the Tax Exempt list. Select the Work Role by clicking it. Then click Edit on the right side of the page to display the Tax Code Exemptions dialog box.


Category: Member

Table Name: Certifications

The Certifications table is used to create the various certifications (e.g. Microsoft MCP) that can be assigned to Members. Certifications can also be used for filtering members on the Dispatch Portal. The Company or organization that issues the certification must already be set up in ConnectWise in order to select them.

Name: Member Type

The Member Type table is used to define types of members that are tracked. The Payroll Interface Parameters are no longer used.


Table Name: Skills

The Skills table is used to define skills that can be tracked by members. The Skill Category must be created first.

Table Name: Skill Categories

The Skills Categories table is used to group skills.


Category: Opportunities

Table Name: Marketing Campaign

The Marketing Campaigns table is used to establish Marketing Campaigns. These campaigns can be selected on the Opportunity and Activity screen.

Table Name: Opportunity Rating

The Opportunity Rating table is used to create and maintain sales opportunities rating schemes. Opportunity Ratings indicate a prospect‟s sense of urgency to complete the purchase of a product and/or service. Examples are “Hot,” “Medium” and “Cold.”


Table Name: Opportunity Status

The Opportunity Status table is used to create and maintain the statuses that can be assigned to sales opportunities. The following table defines the screen elements that display on the Opportunity Status table:


Description Name of opportunity status.

Default A marked checkbox indicates that this status will be assigned to new sales opportunities as they are created.

Inactive A marked checkbox indicates that this status cannot be assigned to sales opportunities.

Closed A marked checkbox indicates that sales opportunities with this status are no longer being worked. Opportunity statuses that indicate a sale has been won, lost or otherwise terminated should have this checkbox marked.

Won A marked checkbox indicates that opportunities with this status have been converted into sales and sales activities have ceased.

Lost A marked checkbox indicates that opportunities with this status have been lost to competitors and sales activities have ceased.

.


Table Name: Opportunity Type

The Opportunity Types table is used to track sales opportunities in various product lines, market segments or other categories as needed.


Table Name: QuoteWerks Integration *Only available with the QuoteWerks Integration add-on module Integration Options

The following table defines the items required for setting up the QuoteWerks Integration Options:


Activate QuoteWerks Integration

A marked checkbox indicates that this integration is active.

Create/Update Opportunity

A marked checkbox indicates that this action will take place upon saving a quote.

Create Activity A marked checkbox indicates that this action will take place upon saving a quote.

Allow user to change this option

A marked checkbox indicates that the user can de-select this option upon saving a quote.



Update the notes of the opportunity on update/conversion

A marked checkbox indicates that opportunity will have the Notes field updated with the options (tokens) entered in the Notes section below.

Opportunity Status Defaults

Select from the Drop List for the following options:

New Quote Lost Quote Closed Quote New Invoice New Order Closed Order Converted to Order Converted to Invoice

Product Integration:

Add/update products on the opportunity when

A marked checkbox indicates this is active with the following options:

The QuoteWerks document is converted to: drop down list selection The QuoteWerks status is changed to: drop down list selection The QuoteWerks document is saved

Allow user to change this option

A marked checkbox indicates that the user can de-select this option upon saving a quote.



Create a followup activity

To be completed if Create Activity option is selected. The following options are available:

Activity Type – select default type from drop down selection Activity Status – select default status from drop down selection Assign To – select role or specific member Subject – subject for the activity Note – details added to the activity notes section, tokens are available

Create a historic activity To be completed if Create Activity option is selected. The following options are available:

Activity Type – select default type from drop down selection Activity Status – select closed status from drop down selection Assign To – select role or specific member Subject – subject for the activity Note – details added to the activity notes section, tokens are available


Xref Setup

When a product is created in ConnectWise, it must be assigned a Category/Sub-category, a Unit of Measure, and an Inventory Type. The following table defines the items required for setting up the QuoteWerks Xref Setup:


Xref Type The three options for cross-referencing are:

QuoteWerks Item Type to ConnectWise Category/Sub-category QuoteWerks Item Type to ConnectWise Inventory Type QuoteWerks Unit of Measure to ConnectWise Unit of Measure

QuoteWerks field Enter the {value} from QuoteWerks data setup

ConnectWise field A drop down list selection based on items defined in ConnectWise setup tables


Table Name: Sales Forecasts

The Sales Forecasts table is used to set up quotas for members. The quotas are used on the Sales Dashboard and Sales Planning screen.


Member Select the member

Year Select the year for the forecast

Month/Revenue/Margin Enter the quota value for the month using the Revenue field or Margin field.


Table Name: Sales Order Status

The Sales Order Status table is used to create and maintain the statuses that can be assigned to sales orders.. The following table defines the screen elements that display on the Sales Order Status table:


Description Name of the status.

Sort Order Order to display on the Sales Order screen.

Default Flag A marked checkbox indicates that this status is assigned sales order as they are created.

Inactive Flag A marked checkbox indicates that this status is no longer assigned to sales orders.

Closed Flag A marked checkbox indicates that sales orders with this status are considered complete.


Table Name: Sales Probability

The Sales Probability table is used to indicate a sales representative‟s level of confidence that a sales opportunity will be converted. Although ConnectWise allows for the designation of probabilities between 0 and 9999, each company should have a set of standard probabilities between 0 (opportunity will not be closed) and 100 (opportunity has been closed) that work best for each unique business.

Table Name: Sales Role

The Sales Roles table is used to define the various sales roles of the contact involved in the sales process. This is used with the Contact on the Opportunity screen.


Table Name: Sales Stage

The Sales Stage table is used to define stages and their order that occur within the sales process. As a sale progresses from identifying a suspect through closing an order, it moves through multiple stages (e.g. qualified lead, solution identified, proposal presented, etc.). The following table defines the screen elements that display on the Sales Stage screen:


Description Name of sales stage being defined.

Funnel Color The color that will represent this sales stage in the sales funnel.

Probability Probability associated with this stage. This can be locked on the My Company screen.

Seq Nbr Numerical value to designate where this sales stage fits in the entire sequence of sales stages. Does not have to be sequential (1, 2, 3), but must be in order of lowest to highest (5,10,15). A non-sequential numbering scheme allows for future sales stages to be inserted where needed.


Table Name: Sales Teams

The Sales Teams table is used define sales teams. For example some companies utilize a sales team which consists of an inside sales rep, an outside sales rep and a technician to sell complex solutions.

The following table defines the screen elements that display on the Sales Teams screen:


Sales Team ID Unique ID for sales team.

Inactive? A marked checkbox indicates that a sales team is no longer operational.

Description Name of sales team.

Location Location from which this sales team operates.

After saving the team information, members can be added to the team. Click on the team name to display the Sales Teams screen. The Available tab lists members that can be assigned to the team. Checkboxes are used to assign or remove members from the team. A marked checkbox indicates that the member is assigned. The member‟s information is then moved to the Assigned tab. A blank checkbox indicates that the member is available for assignment.

All assigned members are listed on the Assigned tab.


Category: Products

Table Name: Category

The Category table is used to categorize products. When used in conjunction with Inventory Type and Sub-Category attributes, three levels of product classification are available. The level defined on this screen is the major classification. The following table defines the screen elements that display on the Category screen:


Description Name of the major product category. (e.g. Hardware, Software, Services, etc.)

Inactive A marked checkbox indicates that this category is inactive.

Inventory Xref Only available if the Inventory SOH options is checked on the Accounting Package. Enter the appropriate Inventory account (this is needed in order to add a new Inventory product).

COGS Xref Only available if the Inventory SOH options is checked on the Accounting Package. Enter the appropriate COGS account (this is needed in order to add a new Inventory product).

When you have completed these steps, you will need to select which location(s) will use this product category. The one on the left lists the locations that have not been selected and the box on the right lists the locations that have been selected. To select a location for this category, click on the location and click on Add>> or you can add this category to all locations by clicking on Add All>>.


Table Name: Pricing Schedule

The Pricing Schedule table allows the user to set up bracketed, customized product pricing.

Schedule tab


Start Date/End Date

Select the Start date of the pricing schedule.

Select the End date of the pricing schedule or No End Date

Product Parameters

Select one of the following options;

Select the Product if product specific Select a product Category Select a product Sub-category (if applicable)

Price Break Management

Enter the following:

Start Quantity End Quantity



Amount Pricing Method:

o Flat Rate for Range o Percent Markup from Cost o Percent Markdown from Price o Price per Unit

Table Name: Product Type

The Product Type screen is used to classify products into various types. When used in conjunction with Category and Sub-Category attributes, three levels of product classification are available. This is the second level of classification. The following table defines the screen elements that display on the Inventory Type screen:


Description Name of the Inventory Type. (e.g. Servers, Office Suites, Block Time, etc.).

Inactive A marked checkbox indicates that this inventory type is inactive.

Type Xref Select what type of product: Options are:

Inventory Part Non-inventory Part Other Charge Service


Table Name: Sub-Category

The Sub-category table is used to classify products into various sub-categories. When used in conjunction with Category and Inventory Type attributes, three levels of product classification are available. This is the third level of classification. The following table defines the screen elements that display on the Sub-category screen:


Description Name of the sub-category.

Category The category to which this sub-category belongs.

Inactive A marked checkbox indicates that this sub-category is inactive.

Table Name: UOM

The UOM table is used to define the units of measure for each product. The following table defines the screen elements that display on the UOM screen:


Description Name of the unit of measure. (e.g. each, feet, hours, etc.).

Inactive A marked checkbox indicates that this unit of measure is no longer available for use.


Category: Project

Table Name: Project Board

The Project Board table is used to create and maintain project boards which provide a summary view of projects by location and group.


Board Tab The following table defines the screen elements that display on the Board tab:


Board Name Name of project board.

Location Location assigned to this project board.

Business Unit Business unit assigned to this project board.

Board Icon Directory path and file name of the image file containing the icon used to represent this project board within ConnectWise.

Work Role Work role that will be assigned by default to project tickets on this project board. This work role overrides the work role defined for the person assigned to the project ticket. If no work role is selected, then the work role of the person assigned to the project ticket will be used.

Work Type Work type that will be assigned by default to project tickets on this project board. This work type overrides the work type defined for the person assigned to the project ticket. If no work type is selected, then the work type of the person assigned to the project 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 – Time accrued is billable to the customer. Do Not Bill – Time accrued is NOT billable to the customer and no invoice is


invoice is generated.

No Default – A default is not established..

Bill Products? 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


invoice is generated.

No Default – A default is not established.

Signoff Template Template containing the information and format to display in the client signature section of project tickets from this Project Board.


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 project tickets and assign a status to the project 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 project ticket has marked their time record as “done,” ConnectWise sets the project ticket status to the one which was setup in the Project Board Setup screen.

Notification Options

Dispatch - Name of the member that is designated as the Service Dispatcher and can be notified by email based on workflows set up for this Project Board.

Service Manager - Name of the member that is designated as the Service Manager and can be notified by email based on workflows set up for this Project Board.

Duty Manager - Name of the member that is designated as the Duty Manger and can be notified by email based on workflows set up for this Project Board

Override Billing Options?

Bill each project separately – A marked checkbox generates an invoice for each project ticket on this Project Board.

Bill projects only after they have been closed –A marked checkbox prevents open project on this Project Board from being invoiced.

Bill unapproved time and expense records - A marked checkbox invoices unapproved time and expense records related to project tickets on this project board.

Statuses Tab


The following table defines the screen elements that display on the Statuses tab:


Status Description Description that displays with project tickets that have been assigned this status.

Sort Order Order in which the statuses display on the project 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 Project board which uses this status or leave blank if all project boards use this status.

External Integration XRef:

Cross reference for this status for the ConnectWise Network.

New Record Default?

A marked checkbox indicates that this status is the default assigned to new project tickets on this project board.

Display on Board? A marked checkbox indicates that project tickets with this status will display on the project board.

Closed Status A marked checkbox indicates that this status represents a closed project ticket on this project board.

Time Entry Not Allowed

A marked checkbox indicates that time entry against project tickets with this status on this project board is prohibited.

Can Be Used From Customer Portal

Option not available for Projects

Escalation Setup Notifies the appropriate person(s) when there is risk that service commitments will not be met. ConnectWise accomplishes escalation using workflow rules and statuses. Each service status is assigned an escalation status which is predefined. Workflow rules are defined to create and send emails based upon the status. The workflow rules will be activated whenever the status of a service ticket is changed. Also associated with 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: 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.


Email Template Setup:

These emails are only sent to the company contacts. The following table defines the screen elements that display in the Email Template Setup:


No Email Template

A marked checkbox indicates that no email template is created.

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 project ticket or a HTML template can be used.


Types Tab

The Types tab is used to establish types that can be automatically assigned by the project board to project tickets upon their creation. The following table defines the screen elements that display on the Types tab:


Type Description Name of this service type.

Board Name of project board that can apply this type.

Category Options are:

Proactive

Reactive


Codes Tab

The Codes tab is used to establish descriptive codes that identify specific tasks. Codes are added as tasks to project tickets. This enables the user to add the task(s) with the exact same description each time. The following table defines the screen elements that display on the Codes tab:


Project Code Name

Name of project code.

Board Project board code is assigned to.

Code Description Detailed description of the task represented by this code.


Table Name: Project Status

The Project Status table is used to define the different statuses that can be assigned to projects. The following table defines the screen elements that display on the Project Status screen:


Description Name of project status.

Is Default Record? A marked checkbox indicates that this status will be assigned to projects by default.

Is Inactive A marked checkbox indicates that this status is inactive.

Does this status represent a closed state?

A marked checkbox indicates that this status is associated with a closed activity.

No time entry for this status?

A marked checkbox indicates that time can no longer be entered toward an activity with this status.


Table Name: Project Type

The Project Type table is used to classify projects by the major type of work involved, for example, design or installation. This feature enables the user to split revenue based on project types. The following table defines the screen elements that display on the Project Type screen:


Description Name of project type.

Is Default Record? A marked checkbox indicates that this type will be assigned to projects by default.

Is Inactive? A marked checkbox indicates that this project type is inactive.


Table Name: Project Role

The Role table is used to define the roles that are assigned to project members. Once a role is defined the user can specify the rights that the role will have within a project. The following table defines the screen elements that display on the Role screen:


Description Name of role.

Is Default Record? A marked checkbox indicates that this role will be assigned to members by default.

Is Inactive? A marked checkbox indicates that this project role is inactive.


Category: RMA

Table Name: RMA Action

The RMA Action table is used to define vendor actions that can be used in RMA processing. The following table defines the screen elements that display on the RMA Action screen:


Description Name of the RMA action.

Default A marked checkbox indicates that this action will be assigned to RMA‟s by default.

Receiving A marked checkbox indicates that this action will be assigned by default.

Table Name: RMA Disposition

The RMA Disposition table is used to define where the RMA product replacement is going to. The following table defines the screen elements that display on the RMA Disposition screen:


Description Name of the RMA Disposition.

Default A marked checkbox indicates that this action will be assigned to RMA‟s by default.


Table Name: RMA Status

The RMA Status table is used to define the various statuses that can be assigned to RMAs. The following table defines the screen elements that display on the RMA Status screen:


Description Description that displays with RMAs that have been assigned this status.

Sort Order Order in which the statuses display on the RMA Processing screen. 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.

Default? A marked checkbox indicates that this status is the default assigned to new RMAs.

Status Closed ? A marked checkbox indicates that this status represents a closed RMA. Note: Closed statuses will not display on the processing screen by default.

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.


Category: Service

Table Name: Code

For information about constructing the Code setup table, see Service Board, Codes Tab review later in this section.

Table Name: Customer Portal Types

For information about constructing the Customer Portal Types setup table, see Portal Configuration; Portal Types Tab review earlier in the General section.

Table Name: Email Connector

Clients can use the email connector to submit Service Tickets via email. ConnectWise assembles service tickets according to established rules, attaches the original email and submits the service ticket. A public folder on the Microsoft Exchange Server receives these service tickets. Rules are created in the Email Connector setup table. This table also determines how emailed service tickets are associated with the clients who submitted them. Each public exchange folder can have its own email connector, with its own unique rules.


Creating an email connector is a three-step process:

1. Establish the connector. 2. Define any optional parsing rules. 3. Define the criteria for any optional parsing rules.

Establish the Connector The following tables define the screen elements that display on the Email Connector screen:


Exchange Folder Name

Name of Microsoft Exchange folder that service tickets are submitted to. (This folder is required to utilize this service)

Email Options: These options are used to establish the rules and content for constructing reply emails in response to receipt of email Service Tickets.


Email From An email address entered in this field will override the default set in the My Company table.

Send BCC To Email address of the person who should receive blind carbon copies of the reply email.

Send Errors To Email address of the person who should be notified by email if errors are encountered in processing the Service Ticket or in building the email reply.

Do Not Respond If Sender Not Found In PSA

A marked checkbox indicates that responses will not be emailed if the sender of the service ticket cannot be located in ConnectWise.

Never Respond To Email Sender

A marked checkbox indicates that no replies are sent via email to service tickets received via email connector.

Discard Emails With Duplicated Subjects

A marked checkbox indicates that an email from the same company having the same subject line for the same open ticket will be deleted.

Post customer replies to original service requests

A marked checkbox indicates that email replies from your clients will be appended on their original service tickets.

Response Email Text

Message used to reply to users who submit service tickets via this email connector.


New Service Ticket Options:


Board The service board on which this service ticket should display.

Default Company Company that will be assigned to a service ticket if ConnectWise is unable to determine which company submitted the ticket. The default company is set to Catchall if you do not select another company (recommended)

Default Member Default member assigned to new service tickets arriving via this email connector. Selecting a member that is restricted with “My” level security will automatically associate all of these requests with the designated member.

The following are used to override the Service Board defaults:


Default Source To override the system‟s default source, select a different default source from the drop-down list. Otherwise leave the drop-down list blank. Sources are defined in the “Source” setup table. The standard source options are:

Email Email Connector Phone Portal

Default Priority To override the system‟s default priority, select a different default priority from the drop-down list. Otherwise leave the drop-down list blank. Priorities are defined in the “Priority” setup table. The standard priority options are:

Priority 1 – Emergency Response Priority 2 – Quick Response Priority 3 – Normal Response Priority 4 – Scheduled Maintenance

Default Type To override the system‟s default service type, select a different service type from the drop-down list. Otherwise leave the drop-down list blank. Service types are defined in the “Service Type” setup table.

Default Status To override the system‟s default service status, select a different service status from the drop-down list. Otherwise leave the drop-down list blank. Service statuses are defined in the “Service Status” setup table. The standard service status options are:

New (email connector) This is the recommended option. New (portal) New


Define Optional Parsing Rules:

ConnectWise can attempt to extract client-identifying information from the Subject line of the email. Parsing rules tell ConnectWise how to extract the information. Subject line parsing can be useful when emails are originated by a managed services package. If parsing rules are established:

The program first attempts to apply the parsing rule to determine the company that sent the Service Ticket.

If that fails, the default contact and the default company are used as defined in the Email Connector table. If parsing rules are not established, ConnectWise operates as follows:

The program first attempts to get a direct email address match with a contact in ConnectWise.

If a match is not found, the program attempts to look at the domain in the email address to find a similar address in ConnectWise.

If a similar address is found, the Service Ticket will be associated with the default contact at that company. Note: If a customer sends an email Service Ticket using an email address that is not setup in ConnectWise (e.g. their home email address), you may get strange results such as email addresses from "yahoo.com". If ConnectWise finds any address ending in that domain, it will use that company for the Service Ticket.

If both options fail to locate a company, the default contact and the default company from the setup screen are used.

To define parsing rules click the Define Parsing Rules button. The following screen will be displayed:


The following table defines the screen elements that display on the Email Connector Parsing Rules screen:


Folder Parsing Type

The parsing type. Options are:

Backup Notification – Inserts the parsing rules for backup notification in the Enter Subject Line Parsing Rule: text box.

Custom –Indicates that parsing rules will be customized. Kaseya – Inserts rules for parsing the subject line of emails sent by the

Kaseya managed service product. Level Platforms – Inserts rules for parsing the subject line of emails sent by

the Level Platforms managed service product. Monitor IT – Inserts rules for parsing the subject line of emails sent by the

Monitor IT managed service product. N-able – Inserts rules for parsing the subject line of emails sent by the N-able

managed service product. What’s Up Gold – Inserts rules for parsing the subject line of emails sent by

the What‟s Up Gold managed service product.

Email Subject Line Parsing Rule

Used to assemble parsing rule. Options are:

Select the parsing rule from the Folder Parsing Type: drop-down list. Select a parsing rule from the Folder Parsing Type: drop-down list and modify

it by selecting variables from the Available Parsing Variables list. Select Custom from the Folder Parsing Type: drop-down list. Then assemble

a parsing rule by selecting variables from the Available Parsing Variables list.

Available Parsing Variables list

Contains the parsing variables from which parsing rules are assembled. Double-click each variable that you wish to include in a parsing rule. The rule will be constructed in the Email subject line parsing rule text box which appears above the variables list.

Parsing rules in the Email Connector work by searching for certain pieces of text in the subject lines of incoming emails. Setting a parsing rule for a folder will cause that rule to attempt to run on every incoming email. The parsing rules are defined by creating a sample subject line with certain pieces of text replaced with tokens. For example:

mAlert: {problem} on {server} at {company}

This rule will extract all of the text between "mAlert: " and " on " as the problem. All text between " on " and " at " will be extracted as the server name. All text after " at " will be extracted as the company name. It is extremely important to have some static text between tokens, preferably text that will not be duplicated inside of one of the sections of text that will be parsed. For example, "server is down" as the problem will not cause any problems at all, but "server at full" will, because of the " at " text between the server and company tokens. Some sample subject lines are included in the maintenance screen, as well as a list of some common types of text user might use.


Define the criteria for any optional parsing rules:

Once the parsing rule is saved, a new section on the bottom of the screen is displayed.

The following table defines the screen elements that display on the Email Connector Parsing Rules Criteria screen:


Priority Number designating the priority of this rule. Rules are executed in priority order from lowest to highest.

Parsing Variable Variable that will be evaluated based on the defined parsing rule.

Text to Search For ConnectWise will search the parsing variable for the text entered here.

Service Priority If the text search is successful, default service priorities can be overridden using the option selected here.

Service Status If the text search is successful, default service status can be overridden using the option selected here.

Service Type If the text search is successful, default service type can be overridden using the option selected here.

Special Variable: ConnectWise currently has one special variable:

{company}

If this variable is used anywhere in the subject line, then the Email Connector will attempt to extract the company name from this area. It will then try to find a match in the Company table, checking both the Company Name and Company ID fields. If a match is found, then this record will be forced to be associated with this company, regardless of the return address on the email. If a match is not found, then standard company/contact matching rules apply.


Table Name: Email Formats

The Email Formats table is used to create email templates used to convey information about service tickets to customers. Workflow steps can be defined to send emails using these templates when the status is selected on the service ticket.


The following table defines the screen elements that display on the Email Formats screen:


Template Types Options are:

Service Email to Customer (New Ticket) Service Email to Customer (Closed Ticket) Service Email to Customer (Any other status) Service Email to Customer (Specific Status)

Available Variables

The subject line and body of the email can be assembled from text entered and information copied from the service ticket.



First Name Last Name Email Address

Subject Subject line of the email.

Body Body of the email. An HTML template can be imported can be used.


A marked checkbox indicates that this email will be copied to the sender.

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.

External Contact Notifications

A marked checkbox indicates this template is used for external email addresses.

Internal Contact Notifications

A marked checkbox indicates this template is used for internal members.


Table Name: Location

The Location table is used to define the locations where service can occur (e.g. “In-house” or “Onsite”). These locations display in a drop-down list in the New Service Record screen. The following table defines the screen elements that display on the Location screen:


Description Description of the service location.

Default A marked checkbox indicates that this location is the default.

Table Name: Priority

The Priority table is used to define and maintain the priorities that can be assigned to service tickets. The following table defines the screen elements that display on the Priority screen:


Description Description of the priority.

Color Name of color associated with this priority.

Image Directory path and file name of the image file containing the color assigned to this priority.



Sort Order Numerical value from 0 to 9999 representing the position of this priority in the sequence of all priorities.

Default A marked checkbox indicates that this priority will be assigned to new service tickets by default.


Table Name: Service Board

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:


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



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


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




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



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.


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:


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.



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.


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:


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





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.


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:


Type Description Name of this service type.

Board Name of service board that can apply this service type.



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:


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:


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.


Auto Assign Tab

The Auto Assign tab is used to automatically assign resources to service tickets upon creation.


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 assign resources to new service tickets entered through the Customer Portal

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.


Table Name: Service Signoff

This is a template type of formatting which will allow the user to pick and choose what is to be displayed on the signoff form (time, expenses, etc). The signoff can also be set to display manual entry lines for those users who carry a printed copy onsite and do not have Internet access.


The following table defines the screen elements that display on the Signoff template:


Main Form Options

A marked checkbox indicates that this information will be included in the signoff form.

Include logo Customer information Include billing terms Summary description Detail description Tasks: All, Completed or Open Configurations Internal notes Resolution

Time Options A marked checkbox indicates that this information will be included in the signoff form.

Member Date Start/End time Bill (Billable, No Charge, Do Not Bill) Hours Rate Extended amount Work type Agreement Time entry notes Display – # additional lines for manual entry Tax amount

Expense Options A marked checkbox indicates that this information will be included in the signoff form.

Member Date Expense type Bill (Billable, No Charge, Do Not Bill) Amount Agreement Expense notes Display – # additional lines for manual entry.

Product Options A marked checkbox indicates that this information will be included in the signoff form.

Description Bill (Billable, No Charge, Do Not Bill) Quantity Unit price Extended amount Agreement Display – # additional lines for manual entry Tax amount

Tech Signoff fields Additional entry fields to be completed by the assigned resource.

Date work completed Completed by (signature and print)



Customer Signoff text

Customer signoff policy followed by additional entry fields for customer signatures

Billing methods text

Option to print additional information about the billing method.

Credit Card Fields Additional entry fields for payment by credit card.

Card card # Expiration date Name on card Billing address Verification #

Table Name: Service Status For information about constructing the Service Status setup table, see Service Board, Statuses Tab review previously in this section.

Table Name: Service Team For information about constructing the Service Teams setup table, see Service Board, Teams Tab review previously in this section.

Table Name: Service Type For information about constructing the Service Type setup table, see Service Board, Types Tab review previously in this section.


Table Name: Severity

This table contains the service severity and impact descriptions. It also has the default selected for all new service tickets.


Table Name: SLA

SLA Setup Tab

The SLA table is used to define your service level agreements SLA Priority screen:


SLA Name Description of the service level agreement.

Based on Option will also affect workflow rules.

Office Hours 24 Hours

Default A marked checkbox indicates that this SLA will be used for any tickets not associated with an agreement with a different SLA.

Default Response Matrix

Select the corresponding priority based on:

High Severity High Impact Medium Severity Medium Impact Low Severity Low Impact

Default Response Goals

Enter the response goals in time and/or percentage for:

Respond within Resolution plan within Resolved within:


SLA by Priority Tab

The SLA by Priority table is used to define specific priority levels for your service level agreements:


Priority Select the priority.

Default Response Goals

Enter the response goals in time and/or percentage for:

Respond within Resolution plan within Resolved within:


Table Name: Source

The Source table is used to define your source selected on the service ticket. This is a global setting for all service boards.


Description Description of the source.

Default A marked checkbox indicates that this priority will be assigned to new service tickets by default.


Table Name: Standard Service Template

This allows the user to define templates which can be used to set up Service Templates (Recurring Service Tickets) for a specific company. These templates can also be used for one-off service tickets.



Template Name Enter a template / description name.

Board Select the appropriate service board from the list.

Status Select the appropriate status from the list.

Service Type Select the appropriate service type for this ticket template.

Service Location Select the appropriate location for this template.

Team To change the default value, select the service team responsible for this ticket template.

Budget Hours Enter the number of hours that have been budgeted for this ticket template (if applicable).

Source Select the appropriate source for this ticket template.

Severity Select the severity of this ticket template from the list.

Impact Select the impact of this ticket template from the list.

Priority Select the priority for this ticket template.

Summary Enter a one line summary for this ticket template.

Detail Description Option to enter a detailed description that clearly defines the issues for ticket template.

Internal Analysis Option to enter information that clearly states the internal analysis for this ticket template.

Assigned by To change the default member, use the magnifying glass to search and select the appropriate member.

Notify “Assigned By” Member

Check this box if you want an email to be sent to the member who created this ticket template when a service ticket that is generated is closed.

Generation Options: Schedule

The number of days before the actual schedule date the resource(s) needs to be scheduled and display on the dispatch portal.

Generation Options: Service Ticket

The number of days before the actual schedule date the service ticket needs to be generated and listed on the service board.

Attach schedule to:

There are two options: A new service ticket each time The last service ticket that was created (keeps adding to the one original

ticket)


Resource Tab Optional to set up the resource cycle at the template level.


Assign to: Select one of the following options:

Account Manager (Team tab) Account Tech (Team tab) All Team Members Business Unit Manager Controller COO Dispatch Duty Manager Location Manager Other (Team tab) President Sales Rep (Team tab) Service Manager Specific Member Team Leader Territory Manager

Start Time Enter the time that the service event is scheduled to begin.

Finish Time Enter the time that the service event is scheduled to end.

Hours Automatically calculated based on start and finish times and dates.

Status Select Firm or Tentative

Reminder Select the amount of time you want the resource to be reminded in advance of the service event.

Recurrence Pattern

Select one of the following options: Daily Weekly – Recur every # week(s) and select the day(s) Monthly – Which Day of every # month(s) OR The First-Fourth/Last Sunday-

Saturday of every # month(s) Yearly – Every Month and Day OR The First-Fourth/Last Sunday-Saturday of

Month

Start Select the start date to schedule the resource for this ticket template.

Finish Select the end date to stop the schedule for resource for this ticket template OR select No Ending Date


Tasks Tab Optional to set up Tasks at the template level.


Priority Enter the priority number for this task

Service Code Select the code that is already defined for this service board - optional.

Description If a service code is selected the description will default. Else enter the description of the task to be completed.

Finance Tab Optional to set up Financial options at the template level.


Work Role Select the default work role for the resource used for this ticket template.

Work Type Select the default work type to be done by the resource for this ticket template.

Bill Time Bill Expenses Bill Products

For each field, select from the following options: Billable Do not bill No charge No default

Method Select the billing method for this service ticket. The options are:

Actual Rates Fixed Fee Not to Exceed Override Rate

Hourly Rate If you chose Fixed Fee, the next field‟s caption will change to Billing Amount: Enter the fixed fee amount for this service ticket. If you chose Override Rate, then this field is not grayed out and you can enter an override hourly rate for this service ticket.

Est. Revenue Enter the estimated revenue that this service ticket is expected to generate.

PO Number Enter the purchase order number that the client has assigned to this service ticket. The ticket must also have “Bill this service ticket separately” checked in order for this to print on the invoice.

Reference Enter an internal reference description for this service ticket.

Bill this service ticket separately

Check this box if you want this service ticket to be invoiced separately from all other service provided to this client.

Bill this service ticket only after it has been closed

Check this box if you want this service ticket to be invoiced only after it has been closed.

Bill unapproved time and expense records

Check this box if you want the service ticket invoiced even though the time and expense reports for the resource have not been approved.


Table Name: Surveys – Service

This table is used to define your service surveys that can be automatically sent for a service ticket. This survey is then selected as a link on a service status email notification to the contact.


Survey Name Name / Description of the survey.

Inactive Option to make the survey inactive after it has been used.

Header Include Logo – uses the Portal Configuration / Login Masthead image

Header Text: Information to print as the header for the survey.

Footer Footer Text: Information to print as the footer for the survey.

Thank You Text: Additional are to have information to print on the survey.

Include option for client to request someone to contact them

If option is selected, user must select the member who is to be notified from the drop down list for Notify Who?


Category: Scheduling

Table Name: Reminder Time

The Reminder Time table is used to set a reminder to alert when an activity is scheduled to begin or end. This screen is used to set the default reminder time that will be automatically assigned to activities upon their creation. The following table defines the screen elements that display on the Reminder Time screen:


Default Reminder Number of minutes prior to event that reminder will be triggered.

Table Name: Schedule Colors

This table allows the user to configure the colors for scheduling percentages on the Dispatch Portal.


Table Name: Schedule Status

The Schedule Status table is used to define statuses that are assigned when a new schedule item is generated. The following table defines the screen elements that display on the Schedule Status screen:


Description Name of schedule status.

Show on schedule as tentative

A marked checkbox indicates that this schedule status will be applied to tentatively scheduled items.

Default A marked checkbox indicates that this schedule status will be applied to new schedule items.

Table Name: Schedule Type

The Schedule Type table is used to create types assigned to scheduling miscellaneous items such as personal appointments, vacation or out sick. The following table defines the screen elements that display on the Schedule Type screen:


Description Name of schedule type.

Type ID Letter or number used to identify this schedule type. (e.g. “V” for “vacation”)

Charge To Charge Code to be used if time is entered directly from the schedule record.


Category: Time

Table Name: Charge Code

The Charge Code table is used to establish internal charge codes and define their attributes. Charge codes are used for internal types of time tracking (Admin, vacation, holiday, etc.). These codes set the default work type, charge to company, etc. on a time record. The following table defines the screen elements that display on the Charge Code screen:


Description Name of charge code.

Company Company to which charge code applies.

Location Location to which charge code applies. Leave blank to apply to all locations.

Business Unit Business unit to which charge code applies. Leave blank to apply to all business units.

Bill Time? Indicates how ConnectWise will dispose of time accumulated under this charge code. The options are:

Billable – Time accrued is billable to the customer Do Not Bill – Time accrued is NOT billable to the customer and no invoice will be

generated. No Charge – Time accrued is not billable to the customer but a “zero dollar”

invoice will be generated.

Available for use in Expense entry?

A marked checkbox indicates that expenses can be charged against this charge code.

Allow use of all expense types?

A marked checkbox indicates that all expense types can be charged against this charge code.

Available for use in Time entry?

A marked checkbox indicates that time can be charged against this charge code.

Work Role Default work role (and hourly rate) for this charge code.



Work Type Default work type (and hourly rate) for this charge code. Required if Time Entry is checked.

Expense Types? Select the expense types allowed to be used with this charge code if Allow All is not selected.

Table Name: Time Accrual Time Accrual Tab

The Time Accrual tab is used to define accrual types. The following table defines the screen elements that display on the Time Accrual tab:


Location Location to which the time accrual applies. Leave blank to apply to all locations.

Accrual Types Used

Indicates which accrual types will be available under this location. The options are:

Vacation Holiday Sick PTO

Carryover Allowed A marked checkbox indicates that a set limit can be carried over for this accrual type.

Limit for Carryover Total hours allowed to be carried over to the next year.


Detail tab

The Detail tab is used to define accrual type‟s available hours based on years of service. The following table defines the screen elements that display on the Detail tab:


Location Location to which the time accrual applies. Leave blank to apply to all locations.

Accrual Types Used

Indicates which accrual types will be available under this location. The options are:

Vacation Holiday Sick PTO

Carryover Allowed A marked checkbox indicates that a set limit can be carried over for this accrual type.

Limit for Carryover Total hours allowed to be carried over to the next year.

Table Name: Time Period


The Time Period table is used to define time and expense periods for the calendar year. Time and expenses can have different time periods. Note: Once timesheets have been generated and time entered, this setup table cannot be changed until the next calendar year.


The following table defines the screen elements that display on the Time Period screen:


Period For Defines what period being defined will be used for. The options are:

Expense - creates time periods for expenses entry Time - creates time periods for time sheet entry Time and Expense - creates common time periods for both time and expense

entry

Year Year defined

Number of Future Periods To Show

Numerical value indicating the number of future time periods that are displayed when selecting a time sheet from the My Time Sheets screen. Best practice is two periods which allows vacation time entry prior to departing.

Period Type Number of time periods per year. The options are:

Bi-Weekly (26 periods per year) Monthly (12 periods per year) Semi-Monthly (24 periods per year) Weekly (52 periods per year)

Monthly Period Ends

Enter a date of the month or marked checkbox indicates it is the last day of the month.

Semi-Monthly 1st

Period Ends Enter a date of the month.

Semi-Monthly 2nd

Period Ends

Enter a date of the month or marked checkbox indicates it is the last day of the month.

First Period End Date

Ending date of first period of calendar year.

Days Past End Date (Deadline)

Number of days past the end date that members will be notified that time sheets and/or expense reports are overdue (if activated).


Table Name: Work Role

The Work Role table is used to identify the type of work being performed and for billing rate selection. The following table defines the screen elements that display on the Work Role screen:


Description Name of work role.

Payroll Xref The payroll account name or number to which payroll information for this work role should be directed if using the ADP interface. (no longer supported)

Mark this role as inactive?

A marked checkbox indicates that this work role is inactive.

Hourly Rate Default hourly price charged for this work role.

Hourly Cost Default hourly cost for this work role. Used only with the Opportunity / Service tab

When you have completed these steps, you will need to select which location(s) will use this work role. The one on the left lists the locations that have not been selected and the box on the right lists the locations that have been selected. To select a location for this work role, click on the location and click on Add>> or you can add this work role to all locations by clicking on Add All>>.


Then you have the option to set a custom rate for a location. By selecting the location the rate can be entered by clicking the Set custom rates for Location button.


Table Name: Work Type

The Work Type table is used to alter default values that are associated with time entry. A work type can provide additional rounding through the Hours Min and Hours Max settings as well as adjust hourly rates. The following table defines the screen elements that display on the Work Type screen:


Description Name of work type.

Bill Time? When time is entered using this work type, the time will default to one of the following options:

Billable – Time accrued is billable to the customer Do Not Bill – Time accrued is NOT billable to the customer and no invoice will

be generated. No Charge – Time accrued is not billable to the customer but a “zero dollar”

invoice will be generated.

Rate Type Selected rate overrides the default rate from the Work Role setup table. 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 giving the rate for this Work Role for this agreement.

Multiplier - multiplies the default rate by the multiplier entered in the rate field.

Hours Min Minimum amount of hours for this work type. A blank indicates no minimum applies.

Hours Max Maximum amount of hours for this work type. A blank indicates no minimum applies.

Inactive A marked checkbox indicates that this work type is inactive.

Overall Time Entry Default

A marked checkbox indicates that this work type is the default for entering a new time record.

Activity Time Entry Default

A marked checkbox indicates that this work type is the default for entering sales activity time.

Utilization A marked checkbox indicates that time entered against this work type is considered as utilized for reporting purposes.



Cost Multiplier Multiplies the default rate by the multiplier entered in the Rate field.

Payroll Xref The payroll account name or number to which payroll information for this work role should be directed if using the ADP interface. (no longer supported)

External Integration Xref:

Select the cross reference value if using the ConnectWise Network.

Accrual Type Select the accrual type if using the Time Accrual feature. Options are:

Holiday PTO Sick Vacation

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