Within tickets in Manage, you have the option to add a Type, Subtype and Item to each ticket. The reason for this is that you’re able to quickly categorize what type of ticket the engineer is working on. We’re going to take a look at creating a basic structure that you can then expand on, you’re then able to create automated workflows and templates to gain some consistency in how tickets are worked. Once we have these set up, we’ll get Automate involved in running scripts automatically once a Type, Subtype and Item have been set on a ticket.
Manage should look how you want it to look. I recommend that you take a look at what services you’re offering your clients and why it is that you want to report on Type, Subtype and Item. If you offer vendor management (VoIP, ISP, etc) you may benefit from creating vendors as your ‘Type’. Personally, I have opted not to do this.
ConnectWise has a basic recommended ‘Type’ list which you can use to get started. I’d like to recommend that you don’t jump in with creating them and then change them a week later, as you can’t delete old Type, Subtype and Items without removing their association from existing tickets (open or closed).
A further consideration before creating your Type, Subtype and Items is Boards. You need to know how you intend to structure your boards before you create these. In the past, I have known companies to create them as service types (Projects, Support, Patching, Anti-Virus, Backups) and simply get overwhelmed because technician ‘A’ was only looking at 3 boards out of 5. Another method is to follow ITIL standards (Incidents, Alerts, Maintenance, etc).
Personally, I have a board for the Service Desk and a board for Automate tickets, and I then use the Type Subtype and Item to have workflows pull tickets out of the Automate board if a script hasn’t fixed the issue and place it on the Service Desk board to be worked on manually. I then have the engineer that worked on it to change the Type, Subtype, and Item so that I can simply do a search for all the tickets on my service board that my Automate scripts aren’t working as effectively as they could be.
Creating Types, Subtypes and Items
To get started, open Manage and select Settings > Setup Tables and search under the category Service for Service Board. Select your board from the list and click on Types, Subtypes, Item.
The Types, Subtypes, and Items I have in my company are as follows:
- Change Request
- New User
- Remove User
- Forward Emails
- Delete Mailbox
- Security Permissions
- File Permissions
- Email Permissions
- Remote Access
- Other Applications
- Install Printer
- Scan Profile
- New User
- Patching (Used commonly for the Windows 10 Build Upgrade Script)
- Succeeded (Closed Ticket Status)
- Review Ticket
- Accounts (Sage etc.)
- Microsoft Office
- MUST CHANGE (default)
MUST CHANGE is our default Type so that engineers can see in their tickets that it must be changed (duh!) and so that if we run a report on time, we can quickly see from the top level which tickets have not been updated by the team.
By not creating a subtype under MUST CHANGE, you can force that engineers change the Subtype by going to Setup Tables > Custom Fields > Ticket and select ‘SubType’ and tick the box ‘Make this field required’
This setting is global and will affect all boards. Ensure that all boards have a Type, Subtype and Item or saving new tickets will not be possible. This also affects Project Tickets.
Change Request also has the ‘Request for Change’ box ticked on the board screen so that you can see from a configuration which changes have been requested for a certain asset.
Reactive is the default work completed by our engineers, picking up the phone or responding to emails. Proactive is what my workflow set tickets to that come in from the Automate board as we’re fixing faults the system has picked up.
Once you’ve selected your structure for Type, Subtypes, and Items, you can start to create automatic templates to apply to tickets with those combinations. Here’s how!
Head over to System > Setup Tables and under the category ‘Service‘ select ‘Ticket Templates‘. We’re going to create a new template named ‘Printer Diagnostics’ and fill in the relevant information into the template (board, type, subtype, item, etc.) Now Save the template and you can then add Attachments, Tasks, and Resources.
Generally, with Auto Templates, I will use the following:
- Internal Note – General note to the technician saying ‘Please review the Tasks and Attachments to this ticket’
- Tasks – Write down each task that YOU would complete if it was your ticket, and how you would achieve them
- Attachments – If you have any documentation on the template you’re making, attach it to the ticket for reference.
- Resources – If the template is for something difficult, add a resource to manage/monitor the progress of it.
Now head over to System > Setup Tables > Service Board and select ‘Auto Template’ and click +
Select the Type, Subtype and Item that your template will apply to. For our example we’re using a Printer Diagnostics template with Reactive, Printer, Offline as our Type, Subtype and Item. Select your Template from the drop-down list and then select what parts of your template you’re going to append to your ticket. As described above, I often use Internal Notes, Tasks, Attachments and Resources.
Finally, Select to apply the template automatically or not (I usually do) and select Save.
Reporting in Manage
I’m not going to go into the custom reporting functions in Report Writer or using something like Power BI at the moment, but there is a report under Service Desk > Service Reports > Hours by Service Type that will get you started. More information on this report can be found here
Automating Scripts to run on Tickets
One of the great things about Manage is that you can set up scripts in Automate to run on tickets on your boards, so by the time an engineer is assigned and working on it, there’s a good chance that some or all of the issue may be resolved. To start, open System > Setup Tables > Workflow Rules
Create a new workflow rule and name it accordingly. We’re going to create a workflow rule named Printer Diagnostics for our test. We’re going to create an event for ‘Ticket Sub Type = Printer’ AND ‘Ticket Item = Offline’ and then create an action for ‘Run Automate Script’
Now we can select our Automate script that can restart the print spooler service and add the script notes to the Internal Analysis of our ticket so our engineer knows if it has helped the situation or not.
I use this technique for Disk Space, Defrag, Printers, etc.
I hope this article has helped, please get in touch to let us know how we’re doing!