Mobile alerting with tracking & escalation for ConnectWise
Why SIGNL4
ConnectWise Automate is a monitoring and ticketing system to help you identify critical issues in your IT infrastructure. Monitoring can be done on-premise or remotely. When issues arise, ConnectWise will email the respective parties that an issue needs to be addressed. The ticketing system helps keep critical issues separate from those less than urgent occurrences. But what if you are not watching your emails or sitting at the service desk with the dashboard in front of you? This is where SIGNL4 comes in. Integrating ConnectWise monitoring tools with SIGNL4’s reliable and instant notifications will ensure that the technicians know immediately that there is a new issue. All delivered directly to their smartphone, wherever they are.
How it Works
SIGNL4 can retrieve detailed ticket information sent from ConnectWise via SIGNL4 email forwarding. On-call users responsible for such tickets will receive mobile alerts and can take ownership and even collaborate with peers if needed.
Integration Capabilities
- Forwards ticketing information to SIGNL4 for mobile alerting
- Alerts team via mobile push, text and voice
- Uses Email configuration to connect to your SIGNL4 team
- Staff can acknowledge tickets and take ownership
- Alerts are escalated in case of no response
- On-call scheduling to alert the right people at the right time
Scenarios
- Ticket Management
- Network Analysis
- Server Performance
Tickets and Incidents in ConnectWise are retrieved via the SIGNL4 connector app incl. back channel for updating tickets
Event categorization, routing and automated delivery
Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty
HOW TO INTEGRATE
SIGNL4 offers a native two-way integration using a Connector App. You can find a details description of this integration here.
Integration video
Email Integration
An easy way for assigning a ticket to a SIGNL4 Team is email. You just need to create a user with the SIGNL4 team email address. Each ticket that is assigned to that user will be notified directly on their mobile device that a new ticket has been assigned.
For a more general approach you can set all new tickets that are opened to automatically be emailed to the SIGNL4 Team email. This approach ensures that all newly created alerts and tickets will be delivered to members on-duty.
System > Dashboard > Config > Ticketing
You can also find the SIGNL4 integration on the ConnectWise Marketplace.
ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.