ConnectWise PSA: service boards, agreements and time

Skills you'll practise

• Describe what a service board defines and what happens to ticket fields when a ticket moves to another board
• Choose between Discussion, Internal and Resolution notes for a given piece of information
• Work out which SLA applies to a ticket from the default, agreement and configuration SLAs
• Explain agreement application units and limits, and what that means for block-time customers
• Record time with the right billable option, work type and work role, and submit it for approval

Course outline

1. 1.Service boards and service ticketsLesson · 17 min
2. 2.SLAs and agreementsLesson · 17 min
3. 3.Time, dispatch and workflow rulesLesson · 16 min
4. 4.ConnectWise PSA: service boards, agreements and time: knowledge checkKnowledge check · 14 questions
5. 5.Final exam9 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ConnectWise PSA documentation: Ticket Tab - Service Ticket (board, status, type/subtype/item, impact/urgency, priority, SLA application order, notes)
• ConnectWise PSA documentation: Agreement Tab - Agreement (application units, application limit, overruns, SLA on the agreement)
• ConnectWise PSA documentation: Agreement Type Setup Table (sample agreement types, work type Bill Time options)
• ConnectWise PSA documentation: Work Types Tab - Agreement
• ConnectWise PSA documentation: Time Sheet Screen (Billable / Do Not Bill / No Charge, submitting time sheets)
• ConnectWise PSA documentation: Dispatch Portal
• ConnectWise PSA documentation: Workflow Rules Setup Table
• ConnectWise Business Knowledge: Service Design (response, resolution plan and resolution times)