ConnectWise Automate Tickets – Understanding Tickets in Automate

ProVal Tech’s MSP consultant Alex goes over with you ConnectWise Automate ticketing and how to understand tickets from the ticket menu to help you troubleshoot ticket sync issues.

Step by Step:

The first thing you want to do is come over to the left-hand side of the Service Desk and open up Tickets.
Inside of here the default is always going to ‘my tickets’ so you will likely see nothing unless your user is attached to any tickets.
All we have to do is come over to “All” and then everything that our users can see will be listed here.
Lots of these are monitors, or, scripts, or things that we’ve developed just for testing purposes or generating alerts for other clients.
Inside of here anything that’s this bright orange color (which is customizable in the configuration dashboard) is over two hours old.
There is a ticket status of new or resolved, these also sync with your PSA. (Professional Services Automation) to close or open tickets automatically.
If I open up the machine just by double-clicking on the ticket – there are a couple of things that are really handy pieces of information.
The external number, this is the ticket number or the external ID in your main PSA, (Professional Services Automation) most of the time this is going to be your ConnectWise Manage.
If you use AutoTask or other systems that ticket number or numerical data ID, it will get synced here.
Which you can then track down in the integration of which ticket because the ticket numbers are not always the same.
I also like to use the Reading View on the top left to see all of the comments or ticket comments that the automation has put in or if there’s anything in there.
Last but not least, if nothing else works you can come back to the ticket data screen, you can click on the asset, until the computer management screen opens up.
The next place if generating tickets is going to be the effective policy screen – and this is very much like opening up a group policy resultant or a resultant set of policies like you would locally for an active directory.
This will tell you everything that’s applied to this machine through Automate.
Using this screen here tracking through several of these pieces you can backtrack what type of monitor, or what script generated a ticket and then figure out how to adjust that from there, if you do not want that ticketing any longer.

Contact Us

ProVal Technologies, Inc

498 Palm Springs Drive, Ste. 130
Altamonte Springs, FL 32701
United States
Phone: 407-588-0101

ConnectWise Automate Tickets – Understanding Tickets in Automate

I truly view ProVal as a partner and extension of my team, not as one of my vendors

When our NOC Manager left last fall we wanted to replace the position with an outsourced NOC to reduce headcount, and bring in an expert to both Labtech and our backup solutions. Bringing in ProVal Technologies was one of the best decisions we made last year and has paid for itself.During our first few monthly recurring Labtech admin meetings the ProVal team discovered incorrect settings and policies that were not applying correctly in our Labtech server. Things that we thought were automated and working were not. For example, there were multiple scripts and policies running but set to do nothing such as disk cleanup scripts. Cisco Umbrella was not configured correctly. Server alerting was not set right and the list went on.The backup team sends daily and weekly reports and updates that reduce my technicians time that we used to spend on backup or antivirus tickets that took forever and were tedious.ProVal also brings in great insights to our business and really cares about our success. They will frequently mention to me in meetings what new scripts they can import to make us more efficient or will schedule upgrades to our backups, Labtech, etc so I don’t have to worry. I truly view ProVal as a partner and extension of my team not as one of my vendors.

Chris Warnick

Vision Computer Solutions
Northville, MI

They will quickly become an extension of your team and your ROI will reflect the results

We have been a long time user of Labtech and had tried for many years to manage the product internally with no real success at the level we needed to make our solutions more efficient for our customers. Once we hired Vikram and his team at ProVal, it solved all our pain points with the product and we really felt like we were leveraging the tool as it was designed. If this sounds like you and it’s keeping you up at night, then you need these guys. They will quickly become an extension of your team and your ROI will reflect the results.

Bryan Wolff

CEO, Wolff Logics LT Managed & Admin Services
Cedar Park, Texas

They work well, fast and on budget

We met Vikram from ProVal Tech at Gary Pica’s Shnizzfest a year ago. Vikram explained the advantage of having trained, certified personnel take care of our recent Automate implementation. Even though we had taken an implementation package from ConnectWise to start up the program, we felt many custom configurations we needed for our business were lacking. We hired ProVal Tech after Automate was installed to help us with this task. From sales to technicians everyone was professional and knowledgeable. Onboarding was simple, and well documented. Tools on the web were supplied while we did the work, and they allowed us to track what was done, and see the improvements in the environment. It was easy to reach any of the team members, for any concern or question – all answered with courtesy and smile. Once the work was finished, we were given some training and explanations, add to that documentation, about the work and the scripts and features added to the program. We have been happily working with Automate since then. We can only recommend this efficient team of people for any work into Automate: they work well, fast and on budget.

Ben Prevost

FarWeb IT
Sherbrooke, Canada