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This support article will help you setup Scheduled Entry (for ConnectWise Manage) or Service Call (Autotask) Notifications using our Monitor & Notify feature set. 

Creating the App Bot:

Go to Monitor and Notify > App Bots Click on Add New in the top right corner. Ensure Status is set to Enabled and Data Processing is set to Identity and Non-Identity Fields. Give it a name and select either ConnectWise Scheduled Entry Observer or Autotask Service Calls. Click Integration and select ConnectWise and it will fill in all the integration fields.  Then choose Start from X days before now field and set it to a minimum of 3 days (we typically recommend 7 days as a solid benchmark). This will sync up scheduled data from the last 7 days so the system has a baseline for existing scheduled entries. Finally, select the relevant Scheduling types for this App Bot and click submit! In the Data View Creation pop-up that appears, check the link to app bot option, and then click the Create button.

Setting up the Notification Workflow:

You can then setup Workflows to send out notifications; you’ll do this from Monitor and Notify > Workflows. Some common examples given the app bot we created may be:
  1. When you want to send out a notification on a new scheduled entry for a technician, when an appointment is coming up or past due.
  2. Notify clients based on technician being scheduled on their ticket. 
Below is a sample Workflow where we are sending the technician a reminder notification 45 minutes before the call is due. Notice the last option should be turned on to skip the initial notification (ie when the resource was first scheduled). This prevents duplicate notifications.  If we did not use the repeat notification, then the system would just send notifications when resources are scheduled on a ticket.