MSP User Instructions
ConnectWise-to-ConnectWise Integration
Instructions for MSPs to effectively use and understand the Collabrance integration with ConnectWise.
InteGreat User Instructions
MSP User Instructions
Ticket Ownership is Transferred to Service Provider
Collabrance typically sends tickets to a Service Provider under two scenarios:
- Additional information is needed to resolve the ticket.
- Service Provider needs to take ownership of the ticket.
Service Provider Owns Ticket: Work Out of Scope or Onsite Work Required
If Collabrance is working a ticket and needs to transfer ownership to the Service Provider because the work is out of scope, or needs to be done onsite, we will add notes to the ticket clearly explaining what needs to happen and that we are transferring ownership. We will update the ticket status in our ConnectWise to reflect the ticket being passed to the MSP.
A new ticket will be created in the MSP’s ConnectWise system. To avoid confusion, a custom field will be available in the MSP ConnectWise ticket that will show the Collabrance Ticket Number (“Collabrance #”) for cross reference. There is an additional field that will show the name of the attached configuration so the Service Provider is aware of the piece of hardware referenced (“Config Name”). Service Providers may wish to set up a workflow that will notify their dispatch team if a ticket is received on the designated service board with the status of “Received from Collabrance”, as those tickets are awaiting action from the Service Provider.
The Service Provider will then work the ticket as normal. Any notes added by the Service Provider to this ticket will also be reflected in the Collabrance ticket. Collabrance is not taking action on the ticket at this point, as the ownership was transitioned to the Service Provider. Once the Service Provider resolves the issue and notes the ticket, the ticket will automatically close on the Collabrance side as well.
*Note: Integration tickets must remain on the designated service board, or the integration connection will be broken.
Both Collabrance & Service Provider Working Ticket
If a ticket is being collaborated on by both teams, or Collabrance was simply asking for more information, then the Service Provider needs to add notes and send back to Collabrance.
In order to trigger the flow of the information, it is important the steps noted below are followed:
1. Open a closed loop time entry. This can be done by clicking on the time clock in the “notes” section of ConnectWise.
2. Within the closed loop screen, add notes and update ticket status to “Send to Collabrance.”
Collabrance will take ownership of the ticket. Once the ticket is resolved and closed on the Collabrance side, the status will be automatically updated on the Service Provider ConnectWise system to be “Closed by Collabrance”.
If the ticket is closed by the Service Provider, the process will be very similar. Open the closed loop time entry, add the appropriate notes and update the ticket status to the appropriate closed status for the Service Provider. The ticket will then also be closed on the Collabrance side.