19-Jan-2017 | New data for ConectWise Manage On Premise

Randall Berg -

We are excited to announce a great new series of datasets, gauges, reports, and dashboards for ConnectWise Manage On-Premise.  This data will help you to manage your team and service desk with great ease, so lets get to it!

SLA Data

This data is a limited one, but very powerful.  It will allow you to finally track tickets that will be breaching your company's SLA.  Previously we could only tell you if tickets had met their goal, but now we're happy to allow you to see what's about to breach SLA (as well as what has already breached).

What's Included


Dataset: Ticket SLA Data Live

  • This is a dataset to see SLA data for live tickets. NO closed or resolved tickets in this dataset. The time to goal fields in this dataset are only applicable before they hit the associated SLA level (response, resolution plan, resolution).


Dashboard: BGS - SLA

  • To take advantage of the new dataset and gauges, you'll find a new dashboard to monitor them.  One thing to note is that this is a dashboard without filters, so don't be scared by the numbers, make sure to create a dashboard filter to limit the data (especially for boards).


Gauges

  • Tickets Pending Response
    This finds all tickets that haven't had a status with an escalation level of "We have Responded"
  • Tickets Pending Resolution Plan
    This finds all tickets that haven't had a status with an escalation level of "We created a Resolution Plan" but have been responded
  • Tickets Pending Resolution
    This finds all tickets that haven't had a status with an escalation level of "We have Resolved" but have been responded and had a resolution plan
  • Tickets Waiting
    This finds all tickets with a Waiting status.  Finding tickets here is important since they're off the SLA clock.
  • SLA Open
    This is a count of all tickets not yet resolved.
  • Breaching Response
    This finds all tickets that are breaching their expected Response date in the next 60 minutes or have already breached.  This is a calendar 60 minutes, but the goal date/time is setup according to the SLA (business vs. calendar clocks).
  • Breaching Resolution Plan
    This finds all tickets that are breaching their expected Resolution Plan date in the next 60 minutes or have already breached.  This is a calendar 60 minutes, but the goal date/time is setup according to the SLA (business vs. calendar clocks).
  • Breaching Resolution
    This finds all tickets that are breaching their expected Resolution date in the next 60 minutes or have already breached.  This is a calendar 60 minutes, but the goal date/time is setup according to the SLA (business vs. calendar clocks).
  • Breached Response
    This finds all tickets that have already breached their Response date and haven't had a Resolution Plan set yet.
  • Breached Resolution Plan
    This finds all tickets that have already breached their Resolution Plan date and haven't been Resolved yet.
  • Breached Resolution
    This finds all tickets that have already breached their Resolution date and haven't been Resolved yet.
  • Tickets by SLA Status
    This groups all open, non-resolved tickets by the state that they're currently in.

 

Time Sheets

This is a dataset to help managers track who has yet to turn in Time Sheets and to see what managers are slacking on approving them.

What's Included


Dataset: Time Sheets Data

  • This dataset pulls in time sheets for each member for each time period going back 24 months.  It includes current status and hours actual on each time sheet.


Dashboard: BGS - Time Entry & Sheets

  • This dashboard has a mix of Time Sheet and Time Entry data to help you keep track of today's and the current week's time data.


Report: BGS - Time Sheets

  • This report template is designed to show you time sheets that are past due and pending approval.  Ideally you'd schedule it to run a few days after your time periods close in order to help you stay on track of internal time requirements.


Gauges

  • Open Time Sheets by Member
    This gauge shows all open time sheets by member.  Ideally any member currently working should at least have 1 open time sheet.
  • Past Due Time Sheets
    This is a count of all time sheets currently not submitted and past their due date
  • Past Due Time Sheets by Member
    This is a count of all time sheets currently not submitted and past their due date by member
  • Pending Approval Time Sheets
    This is a count of all time sheets requiring approval
  • Pending Approval Time Sheets by Approver
    This is a count of all time sheets requiring approval by the team member that is approving it.
  • Advanced Open Time Sheets by Member - this is an advanced gauge
    This gauge shows all open time sheets by member.  Ideally any member currently working should at least have 1 open time sheet.  It will also show members if they have 0 currently open. This gauge is only available to those on an advanced account.

 

Companies

More and more we're finding that users are needing to have data on just the base company, whether they have tickets, time, or agreements on them.  This datasets at the very basic will show you all companies currently setup within you ConnectWise Manage account.

What's Included


Dataset: Companies

  • This dataset pulls in data for companies setup within ConnectWise.  This gives 1 line per company and has information contained within their company setup.  This pulls in all, non-deleted companies


Gauges

  • Company Team
    This gauge shows you all active companies and the team members (and their roles) assigned to the company.
  • Company Contact
    This gauge shows you all active companies and their default contact's information

 

Field Updates


Time Entry & Time Entry Lite

fields added:

  • time_recid
    Adding this field to list or table gauges or to the drilldown will allow you to deeplink (if configured at the datasource) to the time entry
  • ticket_board
    This shows the current board for a ticket, not the board when the time entry was made
  • ticket_type
    This shows the current ticket type for a ticket, not the type when the time entry was made

Ticket Statistics & Ticket Stats Lite

fields added:

  • customer_site

fields changed:

  • closed_flag
    We have changed this to now use the closed_Flag that ConnectWise has designed.  This closed flag is assoicated with the status setup.  If a status is marked as a closed status then this flag is set.  Previously we were using date_closed as a marker for closed but we've seen that in some setups this is buggy.
  • is_assigned
    This is a change for best practice.  The is_assigned field previously pulled in all schedules for a ticket.  If no schedules, then not assigned.  A problem that occurs is if a schedule gets closed out, no one is assigned anymore, so we've now updated this field to only look for open schedules.
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