Configure ConnectWise Manage for alert notification with Auvik

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

• Add service boards
• Activate service board statuses
• Add service board statuses
• Add service board types and sub-types
• Add priorities
• Add sources

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 dashboard
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.

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

5. 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.
6. Click the Save icon.

7. Click the Statuses tab.
8. Click the New Item icon to add a new status.

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

11. Repeat steps 8 through 10 to add all applicable statuses.
12. Click the Teams tab.
13. Click the New Item icon to add a new team.

14. Enter a team name and select a team leader. Optionally, mark the team as the default and indicate whether the team leader should be notified when a ticket is deleted.
15. Click the Save & Close icon.
16. Repeat steps 11 through 15 to add all applicable teams.
17. Click the Board tab.
18. Click the Save & Close icon to return to the list of service boards.

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 dashboard.
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.

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

8. Uncheck Inactive and click the Save & Close icon.
9. 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 dashboard.
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.

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

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

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

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

How do I add new service board types and sub-types?

ConnectWise Manage tickets can be created with associated issue and sub-issue types. To have Auvik alerts create new ConnectWise Manage tickets with the associated issue and sub-issue types, you first need to make sure the issue and sub-issue types have been created in ConnectWise Manage.

1. Log into the ConnectWise Manage dashboard.
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.
4. Click on the service board for which you’d like to update the types and sub-types.
5. Click the Types tab.
6. Click the New Item icon to add a new type.
   
   
   
7. Enter a type description and select the category for the new type.
8. Click the Save icon.
   
   
   
   
9. Repeat steps 6 through 7 to add all applicable types.
10. Click the Subtypes tab.
11. Click the New Item icon to add a new sub-type.
    
    
    
    
12. Enter a sub-type description.
13. Click the double arrow (>>) to associate the sub-type to all types. Otherwise, from the not selected but, click on the types the new sub-type is to be associated. Once the applicable types have been selected, click the arrow (>).
    
    
    
    
14. Click the Save icon.
    
    
    
    
15. Repeat steps 10 through 12 to add all applicable sub-types.

Repeat these steps for all service boards that require new types and sub-types.

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 dashboard.
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.

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

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

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.

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

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

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.