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Customer Mapping / Ticket Sync

John Duprey

I signed up for the EAP but I'm not seeing the ticketing option after enabling billing sync. Additionally the customer mapping isn't working for all of my monthly customers, namely ourselves. I tried to enable billing sync on one of our customers and received an error regarding an addition object - I presume that it won't sync unless there's a Sophos line item. Does that also prevent ticket sync from enabling?

How is the list of available customers selected? I turned on debug logging for the API user and it appears that maybe we're only grabbing the procurement catalog and active agreements, but not a full customer list. We obviously don't have an agreement for ourselves in ConnectWise, but we definitely want ticketing to work.

CW Environment:

  • Self Hosted
  • Version: 2021.3 (93728)
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  • 0

    Hi John,

    Your account should be enabled for the ticket sync now. Would you mind taking another look and see how it works out for you for a few customers ?

  • 0 in reply to Liviu Rozin

    Liviu,

    I am able to see the ticket sync option now, but I'm still not able to see my own "customer" due to the lack of an agreement. Is there any plan to sync all active customers or allow us to choose which company types / statuses that we would like to see? I will test ticketing with a customer that has an agreement in the meantime.

    Thanks!

  • 0 in reply to John Duprey

    Thank you for sharing this, John. We will be evaluating next steps for the ticket sync capabilities based on feedback from you and others in this EAP.

    Just to clarify, if you did not use CW Manage for invoicing at all, you would be totally blocked from using ticket sync, because no agreement would exist... but since you do make use of the usage sync, how do you foresee using ticket sync across your Manage companies ? Do you see a scenario where you'd sync tickets for a company but would not sync usage for the same ? 

  • 0 in reply to Liviu Rozin

    At least as far as our own company goes, we would not use an agreement to manage our usage since that doesn't make terribly much sense. I would have to discuss usage sync with our billing team as it seems we don't have an agreement line item that matches up with a Sophos product causing the initial error message I posted. 

    So yes, I'd say that even if we aren't syncing usage counts we would definitely still want to get tickets. To that end, we shouldn't limit the available customer list to ones that have active agreements. 

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  • 0 in reply to Liviu Rozin

    At least as far as our own company goes, we would not use an agreement to manage our usage since that doesn't make terribly much sense. I would have to discuss usage sync with our billing team as it seems we don't have an agreement line item that matches up with a Sophos product causing the initial error message I posted. 

    So yes, I'd say that even if we aren't syncing usage counts we would definitely still want to get tickets. To that end, we shouldn't limit the available customer list to ones that have active agreements. 

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