Mobile Ticket Alerts for ConnectWise
Respond faster and from anywhere to critical incidents
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 from ConnectWise via the SIGNL4 built-in 2-way connector app. On-call users or field service engineers responsible for such tickets will receive mobile alerts and can take ownership and even collaborate with peers if needed. Upon resolution of the issue or execution of the work order, they can close the related ticket on-the-go.
Integration Capabilities
- Forwards tickets to SIGNL4 for mobile alerting
- Alerts team via mobile push, text and voice
- Staff can acknowledge tickets and take ownership, synched back into ConnectWise
- Alerts are escalated in case of no response
- On-call scheduling to alert the right people at the right time
- Plug & play 2-way connector
Scenarios
- Ticket Management
- IT Incident Management
- Field Services
- Work Order Dispatching
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
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How to integrate
SIGNL4 offers a native two-way integration using a Connector App. You can find a details description of this integration here. But you can also use email forwarding or a webhook for a basic 1-way integration.
1. 2-way integration using the SIGNL4 connector app
Please, find our blog described the few steps to connect SIGNL4 and ConnectWise here. This integration allows for 2-way synchronization, e.g. when a ticket alert is acknowledged in the SIGNL4 mobile app, the ticket status is also updated in ConnectWise.
2. Basic integration via email forwarding
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
Please, note that the email forwarding option does not allow to update tickets in ConnectWise upon acknowledgement or closure in the SIGNL4 mobile app. For this advanced feature, please see option 1 above.
You can find the SIGNL4 integration on the ConnectWise Marketplace.
Tips & Tricks
Alert Optimization
SIGNL4 can further increase the visibility of alerts through its Signals and Services categories. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert. You can also augment ticket alerts with maps or change the subject or message to a more comprehensible content.
Alert categories in SIGNL4 also allow to group ticket alerts and even to route those ticket notifications to your staff based on skills or other criteria. Screenshots show how to override text, colors and titles are triggered by keywords set within the mobile app.
Filter for critical tickets
If you only want to get Signl alerts for critical tickets you need to implement a filter.
One option here is to adjust the workflow in CWM that controls what is fetched from SIGNL4. In CW, under Setup Tables -> General -> Workflow Rules you should see a workflow named “SIGNL4 – Trigger Signls” and looking like the screenshot on the left.
You could for instance adjust it to also filter for the priority of the ticket or any other set of criteria that defines a ticket as “Critical” on your board. (Add the criteria to the first 2 triggers like it is done with the status).
SIGNL4 reads all tickets from the board which match the criteria of the first trigger in that workflow.
Alternatively or additionally, another ‘post integration’ option to do filtering in SIGNL4 is described here: https://www.signl4.com/blog/three-fundamental-tips-effective-event-filtering/