Customer Mapping / Ticket Sync

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 ?

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!

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 ? 

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. 

Thank you

Hi, I have a connectwise agreement defined, but we don't use the Sophos Part numbers, because in some instances we have a connectwise part number for Cloud deals, and we have a different Connectwise part number for on-premise systems.  So a client could have two part numbers for Sophos in our agreements (on-premise and cloud). 

So syncing the usage data doesn't make a lot of sense because we have different prices.  With that fact in mind does that mean we can't sync tickets if I don't have usage statistics sync enabled and just have service tickets sync enabled?  

Hi, I have a connectwise agreement defined, but we don't use the Sophos Part numbers, because in some instances we have a connectwise part number for Cloud deals, and we have a different Connectwise part number for on-premise systems.  So a client could have two part numbers for Sophos in our agreements (on-premise and cloud). 

So syncing the usage data doesn't make a lot of sense because we have different prices.  With that fact in mind does that mean we can't sync tickets if I don't have usage statistics sync enabled and just have service tickets sync enabled?  

Unfortunately, as part of this EAP you still need to define the usage sync parameters such as the agreement, select the mapped CW company and turn on usage sync for that customer just as a means to also be able to turn on the ticket sync. However, as soon as you can turn on the ticket sync, you can also turn off the usage sync. This is the workaround to the current limitation that requires usage sync to enable ticket sync, but we will work to correct it before making the ticket sync generally available.

Thank you for the response.  It would be good to separate the two usage and connectwise tickets.  That would make it more flexible for us.  If it isn't syncing usage statistics, would this impact the sync process that is supposed to run at 1am utc?  Because it doesn't seem to sync automatically unless I force it.  I've been watching it every morning and do not see any successful sync status unless I perform the 'Sync now' on the psa integration.

Yes, we plan to separate between the usage and ticket sync.
Regarding the current usage sync functionality, is you observe issues, please open a support case, so that it could be tracked and investigated.