ConnectWise Manage is a widely used system for error-proof ticketing and powerful documentation. ConnectWise Manage gives managed service providers (MSPs) the power to capture and track every step of the incident resolution process.
While MSPs can catalog an incident by creating a ConnectWise ticket, there is very little they can do to better manage the incident by simply using tickets. With current ConnectWise workflows, MSPs can only receive a text or email when a ticket is created. This limitation inhibits a virtuous workflow and hinders the alerting process.
It’s time to convert ConnectWise tickets into intelligent, mobile alerts, to ensure IT incidents are always heard, addressed and remediated.
ConnectWise Integration With OnPage
OnPage leverages the robust capabilities of the ConnectWise API to provide seamless access to OnPage from within the ConnectWise interface. Not only can IT alerts be sent automatically based on customizable incident and ticket criteria, but the entire alerting process, including the escalation of alerts and the response to these alerts, are updated in the relevant ticket in real time.
Effectively Manage Incidents With the Powerful Integration
1. The Incident Occurs:
When an incident occurs, ConnectWise will create a ticket and automatically trigger an OnPage intelligent alert as soon as the ticket is created. This automates the alert sending process. OnPage alerts are persistent and continue to notify the recipient until he or she acknowledges the page. OnPage has a unique ringtone to differentiate high-priority incidents from low-priority events. High-priority notifications bypass the silent switch on all mobile devices.
2. Organize Your Team With On-Call Schedules:
While you can create triggers that send tickets as alerts based on the conditions set in ConnectWise Manage, it gets cumbersome when you are unaware of who needs to get notified. This is particularly true if the people who usually get notified work in shifts or are on call on certain days of the week. OnPage’s intelligent, on-call scheduler lets you group incident responders in a schedule, according to their working times and availability. This way, ConnectWise can send the alert to the group and the on-call scheduler assigns the alert based on the schedule fed into it.
3. Automate the Alerting Process With Escalation Policies:
If faster incident resolution is the goal, then escalation must also be a part of the plan to resolve a critical incident. Automated alert escalation is not something that ConnectWise provides. Using OnPage to automate the alert eliminates human error and quickens the process of contacting the right person. OnPage has customizable parameters like the interval of time between escalations and the action that begins or stops the escalation of alerts.
4. Your Team Gets Notified via Secure Alerting and Messaging:
With OnPage, MSPs have the ability to send and receive messages, which include images and voice attachments to enrich the message and give more context to the incident. All of this is completely secure. OnPage works with cellular and Wi-Fi coverage.
5. Your Team Takes Action (High and Low-Priority Messaging):
Integration managers can send messages in two different formats: high-priority or low-priority notifications. Unique ringtones and persistent alerts are a feature of OnPage, ensuring that critical, time-sensitive messages rise above the clutter.
Real-Time Ticket and SLA Updates
OnPage streamlines the incident resolution lifecycle and ticketing process with the seamless ConnectWise Manage integration. Ticket statuses can be updated with the simple click of a button from the OnPage app. Incident responders have full visibility into the incident in real time, including these actions:
“In Progress” button – Allows incident responders to acknowledge the incident and change the status of the ticket to “In Progress” as soon as they begin working on the incident.
“Closed” button – Incident responders can refer back to the ticket on the OnPage app and use the “Closed” button to change the status of the ticket when the incident has been resolved.
Updates to original tickets are immediate and a thread of all replies from the OnPage app are saved within the ticket, to make the process of post-incident reporting and incident management more effective.
OnPage Connects Tickets to the Right People, EVERY TIME!
MSPs need to ensure that all critical alerts reach the right person at the right time. OnPage provides automatic, intelligent alerting that generates a complete audit trail. All of this is done seamlessly from within ConnectWise Manage. The integration provides real-time ticket and service level agreement (SLA) updates.
Why Choose OnPage’s ConnectWise Integration?
Persistent, fast, secure, round-trip messages and alerts to mobile devices.
Route messages via a flexible escalation workflow and complete audit trail.
Easily create “follow-the-sun” schedules for individuals or groups.
Dispatch alerts and receive responses via your current RMM or service ticketing system.