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  • Created by Unknown User (james.buenafe), last modified by Unknown User (joitchie.dealca) on Sept 14, 2021

BOT DESCRIPTION:

ConnectWise Ticket In Progress Too Long 3.0 reminds the user to take action or ask for help if the ticket In Progress has not been updated for a specified period of time.

RELATED INTEGRATION:

WHY SHOULD YOU CARE?

Idle tickets are mostly associated with productivity.

  • For Stakeholders:  You will be able to see the work output of the organization and identify/address employee, asset, and equipment inefficiencies.
  • For Managers and Supervisors: This will help the managers/supervisors optimize workflow and productivity in the operations and will also help identify common blockers in handling requests.
  • For Agents and Technicians:  This will help the agents/ technicians to be mindful of their assigned tasks, avoid breaches of SLAs which will affect their KPIs, and reduce the instances of escalations from requestors.

REQUIREMENTS


  • Active ConnectWise Manage Integration


  • Active Microsoft Teams Integration



  • Message Switch is set to Enabled on the MSPbots User Management Page



  • (OPTIONAL) The user's Manager is configured within Azure Active Directory
  • (OPTIONAL) The user's Job Title is configured within Azure Active Directory

BOT CONFIGURATION

Here are the steps to configuring the bot.

1. Open the bot by expanding the left navigation and clicking Bots.



2. Using the search bar, search for the bot ConnectWise Ticket In Progress Too Long 3.0. Click on the bot name to edit.



3. This should open the Trigger module, this is where you can define how many minutes after the last update will trigger the bot. Additionally, this is where you can exclude users from the alert or add additional conditions before triggering the bot. Under Schedule, you can set the timing and frequency of the bot alert.

4. Once done setting up your filters, click the next button to customize the bot alert message.

5. This should open the Alert module. This is where you can set the following:

  • Where to send the messages
  • Message recipients
  • Alert Message

Note: You can either send the message to the user or technician who triggered the bot by choosing email or the field containing the email address of the user or any specific user on your team.

6. To edit the alert, simply use it as you would a text editor. The important feature here is the "Insert a token"  button which would allow you to dynamically insert corresponding field values from ConnectWise Manage such as first name, ticket ID, etc.

7. After setting up the medium or channel where you want to send the alerts and customizing your alert message, click the Next button again.

8. This will open the final module that you need to configure - the Escalation module.

The escalation process happens by sending an alert to the manager or designated supervisor when the technician has reached the threshold of not updating in progress tickets for too long in a defined time frame. This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages.

9. The Time Frame is when the count of alerts and escalations would reset. For example, setting a Time Frame of "Week" would reset the accumulated count of alerts and escalations to zero every Monday.

10. The Define Escalation Steps is where you're going to set when to alert the user and the manager that the bot alert count has reached a threshold and the user and time entries need review. For each escalation, you can set the following:

  • Escalation Threshold - this is the number of times the bot is triggered before it escalates. For example, setting an Escalation Threshold of 3 means that the manager and/or user will be alerted that they have met the threshold ON the 3rd time the bot was triggered.
  • Escalation Step - this is where you add the "levels" of escalation
  • Message - this is the alert message that would be sent to either the user or manager when they meet the escalation threshold. The editor and tokens work the same as the bot alert message.

Note(s):

- The escalation to a manager and manager's manager will only work if both of them are on the Microsoft Azure Active Directory account.

- There are tokens that are specific only to the escalation alert

- BOT_NAME - the name of the bot that triggered the alert

- ESCALATION_TIME -  the number of times the bot has already been triggered

- MANAGER_NAME - the name of the user's manager

- USER_NAME - the name of the user that triggered the bot

- MANAGER_UP_NAME - the name of the manager's manager

11. After setting up the Escalation Steps, click Finish on the Escalation module and click Save on the Bot Design page.

BEST PRACTICES

  • Before turning on the bots, discuss the impact with your team. This will ensure that full cooperation takes place upon rollout. In the meantime, enable trigger instead to allow you to get familiar with the messages and data it presents. Once the session has been completed, proceed with turning on the bots.
  • Consider excluding Senior or Level 3 Technicians / Engineers on from the bot alerts as they are expected to work on more difficult tasks that take longer to resolve.

DATA SOURCES

Source Widget:  ConnectWise Ticket In Progress Too Long 3.0

The CW Ticket in Progress Too Long 3.0 uses the following data from ConnectWise Manage:

  • Tickets
  • Time Entries
  • Users

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N O T I C E

MSPbots WIKI is moving to a new home at support.mspbots.ai to give you the best experience in browsing our Knowledge Base resources and addressing your concerns. Click here for more info!