Adding Work Time to ConnectWise Manage Tickets

Last Modified

Thu Apr 27 14:52 GMT 2023

Description

Follow these steps to configure your ConnectWise Manage Ticketing Recipients to add time to tickets. You can also use these steps to troubleshoot problems with adding time to tickets.

Environment

  • N-able N-central 11.1+

Solution

Ticketing recipients are configured under Administration > PSA Integration > Ticketing.
  1. Click Add to add a new ticketing recipient, or click on the Name of an existing Ticketing Recipient to modify it
  2. On the Time Entry tab, make sure that Time Entry is checkmarked.
  3. Choose a Member, Work Type, and Work Role from the drop-down boxes. If these are not populated correctly, click the Synchronize Now button in the top part of the screen to have N-able N-central ask ConnectWise Manage for the information. Please note that you may need to use Synchronize Now if there are changes made on the ConnectWise Manage side that aren't reflected in N-able N-central .
  4. Configure Hours to Consume with the amount of time desired to be added when a ticket is logged with this ticketing recipient.
  5. Configure the Notes and Internal Notes fields with the desired text (optional)
  6. Checkmark the Detail Description, Internal Analysis, and/or Resolution fields as appropriate to add the text from the Notes field to the selected field in ConnectWise Manage (optional)
Please refer to Add a ticketing recipient for further details on creating ticketing recipients.