Editing the ConnectWise/SIGNL4 status mappings

By default the SIGNL4 rules use the following ConnectWise status mappings to know what statuses to pair with the SIGNL4 statuses. 

If you do not use these statuses SIGNL4 will attempt to automatically map your ConnectWise statuses with the SIGNL4 statuses.  However if for any reason you wish to change the status mappings this can be done via the created Workflow rules inside of ConnectWise.  

Follow these steps to adjust the correct workflow:

To change the mapping for the new status and which tickets are sent to SIGNL4 to create alerts on you will need to edit the SIGNL4 - Trigger Signls rule.  

1. Open Setup Tables -> General -> Workflow Rules
2. Find a workflow with the name "SIGNL4 - Trigger Signls" (or having the name you entered in the connector app config as "Workflow Name - Update CW Tickets".
3. The Workflow has three event triggers. You will edit the workflow rules of the trigger that includes the ticket status containing New:
4. Locate these rules and click on them to bring up the edit options, In these options you will see a box that contains the Ticket status parameter click on the edit button for this option
5. Select the Status you wish SIGNL4 to look for before it picks up a ticket.
6. Repeat these actions for the following Workflow events: PC_CW_SIGNL4 - Retrieved is false and Ticket is in New (not responded) status and Ticket Actual Age is less than 360 hours (where PC_CW_SIGNL4 - Retrieved is the name you entered in the connector app config as "Workflow Name - Triggering Signls") and Ticket Actual Age is less than 360 hours and Ticket is in New (not responded) status
7. Save your Workflow rules

To change the mappings for Acknowledged and Closed tickets/Alerts you will need to edit the "SIGNL4 - Update CW Tickets" rule

1. Open Setup Tables -> General -> Workflow Rules
2. Find a workflow with the name "SIGNL4 - Update CW Tickets" (or having the name you entered in the connector app config as "Workflow Name - Update CW Tickets".
3. The Workflow has two event triggers, each with one action. You will edit the workflow actions of the trigger that has a rule which evaluates that field "Signl4Status_c" equals "Acknowledged".
4. Locate this trigger and expand its actions:
   
5. SIGNL4 applies all actions to the ticket, when the corresponding alert is acknowledged in SIGNL4 (e.g. in the mobile app). You can simply change the status to set in this case. Here is an example:
   
6. The Resolved mapping can be edited in this workflow rule as well by editing the SIGNL4 Status contains Resolved rule using the same steps. 
7. Save your Workflow rules