ConnectWise 6.0 Plugin: Synchronization

Transcription

1 LabTech ConnectWise 6.0 Plugin: Synchronization CONNECTWISE 6.0 PLUGIN: SYNCHRONIZATION... 1 Overview... 1 Synchronizing Clients (Companies)... 2 Creating Clients (Companies) in ConnectWise... 3 Mapping LabTech Clients to ConnectWise Companies... 3 Creating Clients in LabTech... 4 Synchronizing Contacts... 5 Creating Contacts in LabTech... 6 Creating Contacts in ConnectWise... 7 Synchronizing Tickets... 7 Synchronizing Assets... 8 Purging Assets (Client Configurations) in ConnectWise... 9 Additional Resources... 9 Document Revision History... 9 Overview The purpose of this document is to provide information on each synchronization process (clients, contacts, tickets and assets), how to manually sync and where to view sync statistics. This document assumes that you have already completed your ConnectWise configuration and your basic setup. To access the Synchronization section of the plugin: 1. Select ConnectWise on the menu bar of the LabTech Control Center. Figure 1: ConnectWise Button The Synchronization section has four separate areas: Company Sync, Contact Sync, Ticket Sync and Asset Sync. Each area is discussed further throughout this 4D ConnectWise6Sync.docx 1

2 ConnectWise 6.0 Plugin: Synchronization documentation. Each of these options will have a colored icon to give you a quick at-a-glance status update. Table 1: Synchronization Legend Legend Company Sync: All clients (companies) are synced, excluding ignored clients. Contact Sync: All contacts are synced, excluding ignored contacts. Ticket Sync: All tickets are syncing. Asset Sync: All assets are synced for all clients that have an agreement template assigned to them. Company Sync: All clients (companies) are not syncing. Ignored clients are excluded. Contact Sync: All contacts are not syncing. Ignored contacts are excluded. Ticket Sync: Not applicable. Symbol will be green or red only. Asset Sync: All assets are not syncing for clients that have an agreement template assigned to them. Company Sync: A critical issue is preventing clients from syncing. Contact Sync: A critical issue is preventing contacts from syncing. Ticket Sync: A critical issue is preventing tickets from syncing. Asset Sync: A critical issue is preventing assets from syncing. Synchronizing Clients (Companies) By default, all clients (companies) are included in the sync. If the Clients and Contacts Background Sync checkbox was selected during the initial setup, the sync automatically occurs every 12 hours. If this was not selected during setup, the sync must be done manually. NOTE: You can check your sync settings by running the wizard again (File > Run Setup Wizard) or by clicking on Server Connection from the navigation pane and viewing the Properties. If the sync value is True, then the sync occurs automatically. To access the synchronization screen: 1. From the ConnectWise plugin, select Company Sync from the navigation pane on the left. TIP: You can sync companies simply by right-clicking on Company Sync in the navigation pane and selecting Import Clients. This will open a window with all clients in ConnectWise to select the clients to import/update. 4D ConnectWise6Sync.docx 2

3 LabTech Figure 2: Company Sync Creating Clients (Companies) in ConnectWise LabTech clients that are not in ConnectWise are synced to ConnectWise from the Company Sync screen. The LabTech client must have an address associated with it before synching or it will not synch. NOTE: Clients that have a value of Yes for Ignored will not sync to ConnectWise during the background sync. If these clients need to be synched, you must first change the value to No. Clients that are set to Ignored will not be counted in the sanity/health check against that client. To sync the client to ConnectWise : 1. From the Company Sync screen, right-click on the client in the LabTech Unsynched Clients section and select Create Client in ConnectWise. Figure 3: Sync Client to ConnectWise Mapping LabTech Clients to ConnectWise Companies Mapping allows you to map a client that exists in LabTech to a company in ConnectWise. In the event that the information is different (e.g., company name is 4D ConnectWise6Sync.docx 3

4 ConnectWise 6.0 Plugin: Synchronization spelled differently in both systems), the information will be updated in the LabTech system at the next sanity check, system check or background sync to match the information in ConnectWise. To map a LabTech Client to a ConnectWise Client: 1. From the Company Sync screen, click on the Get ConnectWise Companies button. This will list all of the unsynched companies in ConnectWise. Figure 4: Map LabTech Client to ConnectWise Client 2. Highlight the ConnectWise company you want to map to. 3. Right-click on the client you want to map in the LabTech Unsynched Clients section and select Map to Selected ConnectWise Company. 4. You will be prompted to confirm. Click OK to accept. If the name is different between LabTech and ConnectWise, LabTech will be updated to match the name in ConnectWise. Creating Clients in LabTech ConnectWise companies that are not in LabTech are synced to LabTech from the Company Sync screen. Companies can be synched one at a time or in bulk and must be synced initially. The background sync only keeps the information up to date between ConnectWise and LabTech. NOTE: Clients that have a value of Yes for Ignored will not sync to LabTech during the background sync. If these clients need to be synched, you must first change the value to No. Clients that are set to Ignored will not be counted in the sanity/health check against that client. To sync the companies to LabTech from ConnectWise : 1. From the Company Sync screen, click the Import/Update Companies from ConnectWise button. This will import all accounts from ConnectWise. 4D ConnectWise6Sync.docx 4

5 LabTech Figure 5: Import/Update Companies If the client has been initially synced, it will be listed as an Update. If the client doesn't exist or has never been synced, it will show up as an Import. 2. Select the checkbox next to each company you want to import into LabTech or select the Check All checkbox to import all companies. Additionally, you can select the Create Locations for Imported Clients to create the locations in LabTech. Currently, this will only create the Main location. 3. Click Import. All companies selected will immediately display on the navigation tree in LabTech and will be added to the Synced Clients list in the plugin. Synchronizing Contacts By default, all contacts are included in the sync. If the Clients and Contacts Background Sync checkbox was selected during the initial setup, the sync automatically occurs every 12 hours. If this was not selected during setup, the sync must be done manually. NOTE: You can check your sync settings by running the wizard again (File > Run Setup Wizard) or by clicking on Server Connection from the navigation pane and viewing the Properties. If the sync value is True, then the sync occurs automatically. To access the contact synchronization screen: 1. From the ConnectWise plugin, select Contact Sync from the navigation pane on the left. TIP: You can sync contacts simply by right-clicking on Contact Sync in the navigation pane and selecting Import Contacts. This will open a window to select the contacts to import/update. 4D ConnectWise6Sync.docx 5

6 ConnectWise 6.0 Plugin: Synchronization Figure 6: Contact Sync NOTE: The Get ConnectWise Contacts button will display a list of all contacts in ConnectWise that are not in LabTech. At this time, the ability to sync from this list is not available. Creating Contacts in LabTech ConnectWise contacts that are not in LabTech are synced to LabTech from the Contact Sync screen. Contacts can be synched one at a time or in bulk and must be synced initially. The background sync only keeps the information up to date between ConnectWise and LabTech. NOTE: Contacts that have a value of Yes for Ignored will not sync to ConnectWise during the background sync. If these contacts need to be synched, you must first change the value to No. Contacts that are set to Ignored will not be counted in the sanity/health check against that contact. To sync the contacts to LabTech from ConnectWise : 1. From the Contact Sync screen, click the Import/Update Contacts from ConnectWise button. This will import all contacts from ConnectWise. 4D ConnectWise6Sync.docx 6

7 LabTech Figure 7: Import/Update Contacts If the contact has been initially synced, it will be listed as an Update. If the contact doesn't exist or has never been synced, it will show up as an Import. 2. Select the checkbox next to each contact you want to import into LabTech or select the Check All checkbox to import all contacts. 3. Click Import. All contacts selected will immediately display on the navigation tree in LabTech under the appropriate client and will be added to the Synced Contacts list in the plugin. Creating Contacts in ConnectWise At this time you cannot sync LabTech contacts to ConnectWise. Synchronizing Tickets By default, all tickets are included in the sync if the Tickets checkbox for LabTech to ConnectWise Synchronization was selected during the initial setup. The ticket synch differs from the other syncs simply because tickets are ever changing. Once a ticket is created in LabTech or is updated in ConnectWise or LabTech, the information is updated in the receiving system as soon as it happens. If tickets are not synching, ticket sync may not be enabled or there is a problem with the sync. If the ticket sync is not enabled, then the Ticket Sync option will be grayed out and the synched status will be set to No. Otherwise, if the ticket sync is enabled, check the system check logs for any errors. The Ticket Sync section is for viewing statistics only. NOTE: You can disable/enable the ticket sync by right-clicking on Ticket Sync and selecting Enable/Disable Sync. To access the ticket synchronization summary screen: 1. From the ConnectWise plugin, select Ticket Sync from the navigation pane on the left. 4D ConnectWise6Sync.docx 7

8 ConnectWise 6.0 Plugin: Synchronization Figure 8: Ticket Synchronization Statistics Synchronizing Assets TIP: All synchronization statistics can also be viewed by clicking on Server Connection. By default, all assets are included in the sync if an asset template has been created. If the Assets Background Sync checkbox was selected during the initial setup, the sync automatically occurs every 12 hours. If this was not selected during setup, the sync must be done manually. You can check your sync settings by running the wizard again (File > Run Setup Wizard) or by clicking on Server Connection from the navigation pane and viewing the Properties. If the sync value is True, then the sync occurs automatically. If assets are not synching, asset sync may not be enabled, an asset template has not been created or there is a problem with the sync. If the asset sync is not enabled, then the Asset Sync option will be grayed out and the synched status will be set to No. Otherwise, if the asset sync is enabled, make sure at a minimum a sync only asset template has been created and check the system check logs for any errors. For more information on asset templates, refer to the Asset Management documentation. The Asset Sync section is for viewing statistics and manually syncing assets. NOTE: You can disable/enable the asset sync by right-clicking on Asset Sync and selecting Enable/Disable Sync. To access the asset synchronization summary screen: 1. From the ConnectWise plugin, select Asset Sync from the navigation pane on the left. 4D ConnectWise6Sync.docx 8

9 LabTech Figure 9: Asset Sync 2. Click the Sync Assets button to manually sync assets for all clients in the list. To sync assets for a specific client, right-click on the client and select Sync Selected Client. TIP: All synchronization statistics can also be viewed by clicking on Server Connection. Purging Assets (Client Configurations) in ConnectWise Additional Resources Assets can be purged from ConnectWise. In ConnectWise these are known as configurations. Purging of client configurations will remove all configuration details for the asset in ConnectWise. Please note that if you purge assets, the device count and the total syched count will not change as these numbers are based on the last sync. To purge client configurations: 1. From the Asset Sync screen, right-click on the client and select Purge Client Configurations. You will be prompted to confirm. Click Yes to continue with the removal. This will remove ALL asset configurations for the selected client. For additional information: ConnectWise 6.0 Overview: Quick reference guide with a brief summary of each area of the plugin. ConnectWise Migration: Covers the upgrade process for existing ConnectWise partners. ConnectWise 6.0 Basic Setup: Covers the wizard-driven setup process. Synchronization: Covers the syncing of clients (companies), contacts, tickets and assets. Ticket Management: Covers leveraging ticket categories to map different types of tickets to different service boards Asset Management: Covers device billing capabilities and asset templates. 4D ConnectWise6Sync.docx 9

10 ConnectWise 6.0 Plugin: Synchronization Document Revision History Date Advanced Features: Covers various advanced features to include the sanity checker, logging, opportunity mapping) Notes 01/01/2013 New for ConnectWise plugin 6.0 4D ConnectWise6Sync.docx 10