ConnectWise Workflow Rules

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1. Auto Change Status to Assigned (IT Ticket)

• Assign ticket to Felix if the ticket meets the criteria (Type)

  • Software

  • Hardware

  • Network

  • Microsoft Teams

  • Microsoft Office 365

  • Phone/Microsoft Phone

  • Printer/Copier

  • Email Security

  • New User

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2. Auto Change Status to Assigned (Impexium/Data)

• Assign ticket to Chad if the ticket meets the criteria (Type)

  • Impexium

  • Data

3. Auto Change Status to Assigned (Impexium Customizations/Website/Intranet/Thaddeus/Registry)

• Assign ticket to Chad if the ticket meets the criteria (Type)

  • Impexium Customizations

  • Website Customization

  • RMS/Registry/Overnight Scripts

  • Intranet

  • Thaddeus

4. Auto Change Status to Assigned (Web Sites Content or General)

• Assign ticket to Shawn if the ticket meets the criteria (Type)

  • Web Sites Content or General

5. Update Status When Staff Response

• Update status when a staff response to the ticket

6. Customer has not responded in 14 days

• Send a notification email to notify the staff about an outstanding ticket

7. Notify IT Agent When A Ticket Has Not Been Attended to in 4 Hours

• Send a reminder to internal IT members for new ticket that has not been responded within 4 hours. This rule will run every two days.

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