Updating alerts in SIGNL4 when tickets change in ConnectWise

When a new ticket is created in ConnectWise Manage, SIGNL4 creates corresponding alerts (Signls). The Signl status can then be updated, when the corresponding ticket is changed inside ConnectWise Manage. Typical scenario is that during business hours you work in the CWM console directly and those activities should be synchronized and be up to date when you start your after hour duty in the SIGNL4 mobile app.

Configure status mapping in SIGNL4

First you have to make sure that the ConnectWise connector app in your SIGNL4 environment is configured correctly:

1. Log in to SIGNL4 and navigate to Apps
2. Locate your ConnectWise Manage connector app or create a new instance of that app first
3. Click Edit
4. Locate the property "Status mappings" at the bottom.
   
   1. If you want an alert to get acknowledged, when the ticket is updated in CWM, make sure "Updated in CW -> Acknowledged in SIGNL4" is selected.
   2. If you (also) want an alert to get closed, when the ticket is updated in CWM, make sure "Updated in CW -> Closed in SIGNL4" is selected.
5. Your config may now look similar to this screenshot:
   
6. As a next step you can each select in ConnectWise Manage how a ticket must be updated to acknowledge or close the Signl.

Select in ConnectWise when to acknowledge a SIGNL4 alert

Follow these steps to adjust the correct workflow:

1. Open Setup Tables -> General -> Workflow Rules
2. Find a workflow with the name "SIGNL4 - Update Signls" (or having the name you entered in the connector app config as "Workflow Name - Updating Signls".
3. The Workflow has two event triggers, you will edit the workflow rules of the trigger that has a rule which evaluates that the field "Signl4Status_c" does not contain the value "Acknowledged". Locate this trigger and click on the rules to edit them:
   
4. Now replace the rule that evaluates the ticket status with any set of rules that a ticket must meet in order to acknowledge the alert in SIGNL4 which was created earlier for such a ticket:
   
   An example looks like this:
5. It is very important to leave all other three rules as they are!
6. Save the rules and you are done. Alerts are now acknowledged in SIGNL4 when the corresponding ticket meets your trigger rules.

Select in ConnectWise when to close a SIGNL4 alert

1. Proceed in the exact same way as described above but edit the rules of the trigger that has a rule which evaluates that the field "Signl4Status_c" does not contain the value "Resolved".
2. In the trigger rules, replace the rule that evaluates the ticket status with any set of rules that a ticket must meet in order to close the alert in SIGNL4 which was created earlier for such a ticket.