ConnectWise SLA Implementation

Randall Berg -


## How to use Connectwise SLA Statuses

Connectwise SLA questions are one of the most frequently asked questions by our customer base.  In order to help address the questions we have put together this  slide deck  and video to walk you through how the SLA status are set up and impact your SLA reporting.  The video will walk you through topics like

- Where SLAs are set up within Connectwise

- SLA Status Definitions

- Sample Ticket & SLA Flow Process

- How A Two Step Ticket Close Impacts SLA

- BrightGauge Sample Visuals

 

Instruction video below!

 

 

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## **Deeper Dive into how Connectwise implements the SLA numbers in the actual database.**

In April of 2014 we had some issues calculating the SLA time statuses for ConnectWise customers.  After some troubleshooting and playing some ping pong between our support staff and that of ConnectWise, we finally got to an understanding of how things worked, implemented an update on our end, and then pushed it out to everyone.  We then took a look at what was happening and then decided we should relay it to our customers so that anyone designing their own SQL datasets off this data is not as confused as we once were.  Below you will find a summary of some information which you can find at ConnectWise university here:

http://docs.connectwise.com/Online_Documentation/2012.2/140/125

 

When you create SLA statuses in ConnectWise you have the following options:

1. Response

2. Plan

3. Resolve

4. Waiting

 

You can set various ticket statuses to correspond to each SLA status, but they boil down to these four.  Unfortunately when looking in the SQL database, ConnectWise stores numbers in the following ways:

1. Responded\_Minutes

2. Resplan\_Minutes

3. Resolved\_Minutes

4. Waiting\_Minutes

5. Minutes\_Before\_Waiting

6. Responded\_Skipped\_Minutes

7. Resplan\_Skipped\_Minutes

 

The first four fields seem reasonable enough, but in reality they're not so straight forward.

When a technician works on a ticket, ConnectWise expects a ticket to go from Response -> Plan -> Resolve.  You cannot go backwards and more importantly, skipping a status has implications.  When you skip the response and/or planning phase, the time value for the phase you start with then gets applied to the skipped statuses as skipped minutes and the actual minutes get a value of 0. This of course is only in the database, on the front end ConnectWise just shows you the values summed up.  Take a look at the following animation to help get a grasp on what is happening:

 

 

As a result, you would need to do some math to match the values from the database with the views in ConnectWise.  Here’s an animation to explain the math:

 

For our default datasets, we have already implemented the mathematical changes required to match what our customer see in their ConnectWise views.  For those that wish to see the old values, they’re still there, it would just require an easy SQL query.  The old values could be really helpful, for example looking to get values for the average time to get from plan to resolve.

 

Minutes Waiting and Minutes Before Waiting

These two values are something else entirely.  Minutes Waiting is a value you will only see if you have it set up in the SLA statuses and Minute Before Waiting is a value you should never see when looking at a completed ticket.  This is because Minutes Before Waiting is a temporary status that exists when you set one status, spend some time in limbo and then set the ticket to Waiting.  Those minutes between the first status and the Waiting status are then assigned to Minutes Before Waiting, however whenever you apply the next non-waiting status, then that status takes the Minutes Before Waiting value and Minutes Before Waiting is set to 0.  Confused?  So were we, so here’s an animation to hopefully help:

 

Got a grasp on it all?  Great!  Amazing!  Still lost?  You’re normal.  It took us some time to understand it and we'll be more than willing to help you at BrightGauge Support.

Code Summary:

Responded Minutes = Responded\_Minutes + Responded\_Skipped\_Minutes
Plan Minutes = Resplan\_minutes+ Resplan\_Skipped\_Minutes + Responded\_Minutes
Resolved Minutes = Resolved\_Minutes + Resplan\_Minutes + Responded\_Minutes

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