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Configure ConnectWise Manage for alert notification with Auvik

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Before we configure your Auvik / ConnectWise Manage integration for alert notification, let’s ensure everything is configured as expected in ConnectWise Manage for tickets.

How do I add new service boards?

Service boards are used to determine where an Auvik alert notification should be assigned when creating a new ConnectWise Manage ticket.

  1. Log into the ConnectWise Manage desktop client
  2. From the navigation menu, click System, then Setup Tables.
  3. Under the table column, enter Service Board and click the row from the search results that come up.

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  1. Click the new item icon to add a new service board.

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  1. Enter a name for the new board name. Select a location, business unit, and signoff template. Optional: Fill in other detail about your new service board.
  2. Click the Save icon.

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  1. Click the Statuses tab.
  2. Click the New Item icon to add a new status.

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  1. Enter a status description and select the appropriate escalation status for the new status.
  2. Ensure that Inactive isn’t checked, and click the Save & Close icon.

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  1. Repeat steps 8 through 10 to add all applicable statuses.
  2. Click the Board tab.
  3. Click the Save & Close icon to return to the list of service boards.

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Repeat these steps until all service boards have been added.

How do I activate service board statuses?

All service boards must have active statuses. 

  1. Log into the ConnectWise Manage desktop client.
  2. From the navigation menu, click System, then Setup Tables.
  3. Under the table column, enter Service Board and click the row from the search results that come up.

ConnectWise37.png

  1. Click on a service board for which you’d like to update the statuses.
  2. Click the Statuses tab.
  3. If any statuses show a check in the Inactive column, click the row for that status.

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  1. Uncheck Inactive and click the Save & Close icon.
  2. Repeat steps 6 and 7 for each inactive status to be activated.

Repeat these steps for all service boards that should be reviewed for inactive statuses.

How do I add new service board statuses?

All service boards must have active statuses.

  1. Log into the ConnectWise Manage desktop client.
  2. From the navigation menu, click System, then Setup Tables.
  3. Under the table column, enter Service Board and click the row from the search results that come up.

ConnectWise37.png

  1. Click on a service board for which you’d like to update the statuses.
  2. Click the Statuses tab.
  3. Click the New Item icon to add a new status.

ConnectWise40.png

  1. Enter a status description and select the appropriate escalation status for the new status.
  2. Ensure that Inactive isn’t checked, and click the Save & Close icon.

ConnectWise41.png

  1. Repeat steps 6 through 8 to add all applicable statuses.
  2. Click the Board tab.
  3. Click the Save & Close icon to return to the list of service boards.

ConnectWise42.png

Repeat these steps for all service boards that require new statuses.

How do I add priorities? 

Priorities are used to let your team know how the tickets must be handled per your SLA agreements. 

  1. Log into the ConnectWise Manage desktop client.
  2. From the navigation menu, click System, then Setup Tables.
  3. Under the table column, enter Priority and click the row from the search results that come up.

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  1. Click the New Item icon to add a new priority.

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  1. Enter a description and  sort order. Select a color. Optional: Set the new priority as the default.
  2. Click the Save & Close icon.

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Repeat these steps until all priorities have been added.

How do I add source?

Sources allow you to identify the source of a ticket. Examples: email, phone call, website. 

  1. Log into the ConnectWise Manage desktop client.
  2. From the navigation menu, click System, then Setup Tables.
  3. Under the table column, enter Source and click the row from the search results that come up.

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  1. Click the New Item icon to add a source.

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  1. Enter a description for the new source. Optional: Set the new source as default.
  2. Click the Save & Close icon.

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Repeat these steps until all priorities have been added.

You’re all set! 

ConnectWise Manage is ready to receive alert notifications from Auvik. Time to get Auvik configured to send alert notifications to ConnectWise Manage.

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