Connectwise
Bright-Gauge- where the tickets are found, picking up tickets and what needs action
Pick up whatever is in the top box then bottom, click then it brings you into manage, then see if
anyone else has picked it up.
No cherry picking
Hours logged
Need to log over 6.5 hours
DOWN- overdue tickets, scheduled tickets that have been missed or pushed back, reorganised
Responded gauge- customer has got back to you. HAS TO STAY AT 0
Assistance required- priority first then the age organise by priority, engineer level doesn’t matter
New ticket- doesn’t show up in triage queue and streamline is the same thing
Streamline is a very cut down version of manage
Quick win- check for quick win tickets, quick tickets to be done
Manage- press on link, opens manage, three things- start timer, set to in progress, press name and
time.
Accurately sets your time also lets other engineers know someone else is on that ticket and dispatch
will know as well.
MAI- 7 minutes of no activity
Notes at the bottom, recent history, open tickets, initial description, tasks, main notes, attachments,
config list
Look at the priority and level.
Make sure there's nothing in resources
Click on email itself and open file to get an understanding.
Config list- problem machines and problem devices, which machine is having the issue, printers,
servers, firewalls, laptops etc. Tick it if it is related till hard devices, closed this week with no config.
Additional details- account manager, speak to him, make sure he knows, sometimes to blank ( reach
out to Ian)
New notes- discussion, internal (our eyes only), resolution notes
Tick the top boxes
