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Remind the user to take action or ask for help if the ticket In Progress has not been updated for a period of time.

REQUIREMENTS

• Active ConnectWise Manage Integration

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• Active Microsoft Teams Integration

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• MSPbots app is installed in Teams

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

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• (OPTIONAL) The user's manager is configured within Azure Active Directory

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BOT CONFIGURATION

Here are the steps to configure the bot.

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

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2. Using the search bar, search for the bot CW Idle In Progress Tickets 3.0. Click on the bot name to edit.

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

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

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