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- What is this Bot about?
- Related Integration
- Why should you care?
- Requirements
- Configuration
- Best Practices
- Data Sources
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BOT DESCRIPTION:
ConnectWise Ticket In Progress Too Long 3.0 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.
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- Message Switch is set to Enabled on the MSPbots User Management Page
- (OPTIONAL) The user's manager Manager is configured within Azure Active Directory
- (OPTIONAL) The user's Job Title is configured within Azure Active Directory
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BOT CONFIGURATION
Here are the steps to configure configuring the bot.
1. Open the bot by expanding the left navigation and clicking Bots.
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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.
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:
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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.
To illustrate further, this message:
would look like this:
7. After setting up the medium or channel where you want to send the alerts to 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.
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- 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.
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- 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.
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- 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.
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BEST PRACTICES
- Don't turn on the alert yet after configuring your bot, simply enable Trigger. This will allow you to review 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 first before rolling it out to your team.
- 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 resolveLet your team know that you are enabling the bot and do a short 15 minute coaching to let them know what the bot is about and how it will help your company accurately measure the time deliverables.
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DATA SOURCES
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Overview
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