Troubleshooting : Service Ticket Failures in ConnectWise PSA

Generally, when a ticket fails to be submitted to ConnectWise it is due to incorrect routing.

Ticket Routing Configuration

When troubleshooting a failed ticket submission, you first want to draw your attention to the Routing Tab. You can find the Routing tab when editing any service request, problem report, assessment item or policy; essentially anything that creates a ticket, will have a routing tab. 

The fields above, when resolved, must match exactly with their counterparts in ConnectWise. In the example above we are using Tokens to hold the values.

How CloudRadial Fields map to ConnectWise tickets

Here is a quick visual representation of where each field is mapped to:

Additional information about each field listed below: 

PSA Board / Queue

Mapped to the Board field in ConnectWise tickets. This is the only required value for a ticket to be created. For the list of available Service Boards in your CW instance, navigate to System > Setup Tables > Service Boards

PSA Status

Mapped to the Status field in ConnectWise tickets. Each board will have its own list of statuses.
For the list of all Statuses available, navigate to System > Setup Tables > Service Boards > Select required Board > Statuses (tab). 

Note: There is logic behind the @DefaultStatus token so if no value is set, CloudRadial will use the default status for that board as defined in ConnectWise.

PSA Priority

Mapped to the Priority field in ConnectWise tickets. For the full list of priorities, navigate to System > Setup Tables > Priority. 

Note: There is logic behind the @DefaultPriority token so if no value is set, CloudRadial will use the default priority as defined in ConnectWise.

PSA Type / Issue

Mapped to the Type field in ConnectWise. Each board will have it's own list of PSA Types. For the list of all types navigate to System > Setup Tables > Service Boards > Select required Board > Types (tab). 

PSA Subtype / Sub-issue

Mapped to the Subtype field in ConnectWise. Each type will have it's own list of PSA Subtypes. For the list of all types navigate to System > Setup Tables > Service Boards > Select required Board > SubTypes (tab). 

Failed Ticket Advisores

If CloudRadial is unable to create a ticket when a user submits a form, an advisory will be created in the Partner portal (Partner > Account > Advisories) where you can see the ticket routing options being used and the error generated. For more information on the advisories and how to setup notifications for them, see Failed Ticket Advisories.