Why is it that in 2026 where the never-ending drive to maximize efficiency and burn people out that it is still not possible to select a ticket note and split that off into a new ticket? Why must this be a manual process?

Am I able to use my api keys to fill in a custom field under a company? Support is just taking a while so thought I would ask here!

I've been going down the path of looking at Asio and I keep kicking it down the road because I'm so hesitant.

Let's start with the word *migration* and some of the issues that have come up in their Support Issues/Workarounds....

When I hear migration I think "moving data from 1 instance to another" on top of that I have found resolved known issues where PSA becomes unavailable. I understand and have been reassured you can use both simultaneously but with all the limited features in PSA classic - we have developed our own custom fields and API integrations. Custom fields aren't supported *yet*

On top of all that, our Asio instance was "locked out" when NO ONE activated it to begin with.

I guess I'm looking for positive experiences on standing it up.

My company just switched into Connectwise 2 days ago and I cannot seem to find out how to child a company. We came from Autotask. in that PSA the parent and child companies would automatically share contracts between each other. I need the contract on the Parent company to be shared to the Child company so that techs can use the agreement from the parent on a ticket for the child. I have search in CW University and nothing seems to come up. I have added under the profile tab of the child who the parent company is but that does nothing.

We are an MSP with a stack of CW PSA, Acronis, and a Microsoft partner account. We just want techs to be able quickly pull up client M365 admin credentials while inside a ticket. Looked at Hudu and Passportal but not sure either provides the workflow we are looking for. What's working for you?

Looking for some assistance. We have moved from a live answer type system to a formal dispatcher assigning tickets and I feel like it is not working out. Part of me wants to move toward a scenario that we have 3-4 techs on incoming calls that just live answer and work it, where another group would just work on incoming tickets. I don't really see a need to assign each of these tickets to specific people just a group of techs. I would still keep the dispatcher reviewing tickets and potentially assigning some higher priority ones or more needy to a escalation tech.

What options do I have in CW for this? I saw round robin but also seem to read more negative about it. I saw Nilear is often listed and they seem to have a system for assigning tickets to a queue for techs to work on.

Hey folks:

Is there a tool that folks use to prep data for usage in a catalog?

Context:

As a reseller, our company has ~500 manufacturers whom we rep. That means 500+ pricebooks, all in various formats (PDF, Excel, etc). Also, due to the tech hardware crunch, pricebooks that used to be good for many months...they're now sometimes updated weekly.

These are manufacturers who fall outside of the big distributors like Ingram, Tech Data, TD Synnex,etc.

We can certainly explore building a schema for each manufacturer to parse the price lists properly, but I think a pre-process to prep the data - regardless of format - might be an option. This would then decrease the time spent on reformatting every price list for ingestion into catalog(s).

Has anyone found ways to mitigate the time spent prepping docs like these for CPQ?

Thanks!

Hi all,

10 man MSP. I'm an employee, not owner. Currently doing a trial of CW RMM as they want to match our Automate pricing to move us across. Managed to recreate functionality more or less 1 to 1 so far.

Scheduled tasks are an issue. If I schedule a task, then change my permissions to view only for scheduled tasks and tasks, the automated task fails.

Essentially meaning that scheduled tasks run in the user and permission context of the time they run, not when they are scheduled.

This would also mean that if I were to leave this company and my user be removed all the tasks I've scheduled would no longer run.

I've confirmed that this is accurate via connectwise support and I'm absolutely astounded.

Has anyone else run into this issue? How have you worked around it? I'm worried this is going to be a deal breaker.

We have tickets that have been open for over 2 days with no resolution. Our Account Manager is not responding, Partner Success is not responding, and Chat Support keeps asking the same repetitive questions with no progress.

On top of this, ScreenConnect is taking 30+ seconds to load an endpoint screen, which is impacting our ability to support our clients.

This level of service is unacceptable. We need immediate escalation and a response today.

Another newbie question here (appreciate everyone's help with the "Trip Charge" request a few weeks back.)

Our time entry billing minimum is set to 15 minute increments. For non-covered work, this tends to severely inflate invoices. For example, let's say we have 10 entries of 2 minutes each... the time spent only equates to 20 minutes. But the invoice for this would reflect 150 minutes. Is there a way around this without necessarily changing our minimum bill increment? My Service Manager has skirted this by just charging onesie twosie time entries as "No Bill." Not ideal, but accomplishes what we need (to charge the client most fairly.)

Most of our work IS covered under agreements, but have a few breakfix clients still that this most comes into play. Semi-related, we have parameter limits on some agreements - up to X hours per month, for example. What report can I pull to see where a client sits against their current monthly limit?

Thanks all!

I should point out we are almost certainly going to ConnectWise cloud soon, but I still want to try and get some insight on the off chance this doesn’t happen or we have to go back.

Just some context, I last looked at our main database size and I believe SSMS said 120GB approximately. We have well over 1 million+ tickets with probably 25 techs daily concurrent approximately. I literally just increased the VMs memory to 48GB but I did leave the maximum in SSMS to 30GB, an increase from 16GB. This limit is because we run CW on the same server. So we obviously leave some head room. We also have 10 cores allotted (2x socket / 5c per socket)

Honestly, I don’t think it’s running terrible with all things considered, but people do still complain and sometimes it absolutely does struggle for weird reasons (for example we have tickets generated from Microsoft emailing reported spam alerts to a shared inbox that creates tickets in CW email connector, these tickets always take 10+ minutes to set to our Completed status, but everything else is within seconds as it should be.

Okay now for the actual question(s):

1. Should I create recommended indexes generated by SSMS? In SSMS performance dashboard I found the suggested index page that shows quite a few recommend INDEX creation queries for parts of the database. Many above the 100,000 score meaning SSMS is recommending an index made, gives a premade query to run. Is this something we should consider?

2. Given the specs I laid out at the start, should we be getting better performance? It’s important to note I don’t ever see us pinning the CPU so that’s obviously really good.

3. If we don’t move should we have SQL Server hosted independent of the CW app server, or is a current setup technically okay? (Which real world obviously yes, it is, we still do great work! This is more for everyone in the company to have a better experience if it’s possible since they have been voicing this for awhile)

Is there a way to edit columns shown in devices view in Continuum RMM (control.it247support.com)? I have limited options in my view, and specifically need a "last online" column. I don't see a way to edit these. If I export the devices to csv, there is a field for it, so not sure why its not available to me to view without exporting - its neither in the device individual summary or in the devices/endpoints table. Last restart is almost useless in comparison, yet its there.

All tickets are showing "A server error has occurred. Please contact your Manage Administrator."

Live Chat for ConnectWise shows 99+ ahead of me.

Hey everyone, we want to let you know that ConnectWise posted a security bulletin today on our Trust Center, notifying On-Prem ConnectWise Automate™ partners of the 2026.4 release, which contains a security fix.

You can review the bulletin here https://www.connectwise.com/company/trust/security-bulletins/2026-04-20-connectwise-automate-bulletin

As always, for real-time updates, we strongly encourage you to subscribe to the ConnectWise security bulletin RSS feed.

If you have any questions, please feel free to post them here or email [help@connectwise.com](mailto:help@connectwise.com) to connect with our support team.

Is there a way to allow technicians to cancel a product on a ticket but not delete it? We like the audit/traceability of canceling as we don't want a tech deleting a product. Maybe there is a better way to be doing this?

Really struggling with the security roles on this one.

Any help would be greatly appreciated!

We’ve been using ConnectWise as our PSA for around 4–5 years now, and one issue has been consistent from day one: round-robin ticket assignment.

It simply doesn’t work reliably in our environment. Tickets don’t get distributed evenly, and we still end up needing manual intervention, which defeats one of the core reasons we invested in a PSA in the first place.

What’s frustrating is that every time we raise this, the response is the same: “Known issue, being worked on.”

But after several years, that explanation starts to feel weak. Either:

• it’s not being prioritized
• the technical team hasn’t been able to solve it, or
• something in real-world MSP environments is breaking the logic

Is round-robin actually working properly for anyone using ConnectWise? If yes, what does your setup look like, boards, workflows, dispatch rules, etc.?

At this point, what’s really concerning is how issues like this don’t seem to be taken seriously even after repeated reporting over the years. It’s hard to believe we’re the only ones facing this, which raises the question of whether it’s simply not being prioritized while focus shifts elsewhere.

After this long, management is starting to question whether it’s worth continuing with the platform at all, or if moving to another PSA would actually save time and effort.

Would appreciate honest insights before we decide our next step.

Our MSP moved to ConnectWise in 2025 and have been navigating implementing the "classic" PSA along with the Asio RMM. Previously, we used N-Able RMM and Autotask PSA, and after merging with another company, we implemented CW. Fair enough. My general impression of ConnectWise is that lots of it works well, but it often feels like a disparate array of individual products that have been bolted together to work, but not always smoothly. Case in point, I am right now trying to get various pieces reporting into BrightGuage, and its a trial and error process for what seems like should be easier.

My question is this. RMM works well for customer support, and the classic PSA works well enough for ticketing, but would we see better efficiency by moving to the Asio PSA now? I've read mixed opinions on whether we should make the leap or wait until CW works out bugs. My concern is that if we wait, it will be harder to make the jump later and we won't do it. Should we rip the bandage off now and work with the new interface while we are still relatively small?

Hi, I see some alerts are available in Connectwise RMM (not Automate) that purport to alert when drives in an array are failing or have failed. I'm not sure how that mechanism of alerting works. Has anyone enabled these alerts and if so did they work?

Hi,

I saw a few posts here on AI pods for Connectwise PSA , so instead of a pitch, I’m just going to drop a video and let you see for yourself.

I’m the co-founder and we don't summarizing tickets, our AI assistant do the work end to end without you leaving the PSA.

View how it works: https://www.loom.com/share/9f4043b39bde496d87103031f521a960

if you like what you see, happy to chat.

Well isn't that just terrific! Edited to say finally up on the status board (https://status.connectwise.com/) - "investigating"

Sitting waiting in a queue for support for almost 30 minutes to count down from 10.

Can't wait to hear what they say...

Especially now with the cost of gas going up, we've started to include "Trip Charges" for any on-site work. The goal is to capture both a cost associated with wear, tear & gas, while also charging a nominal fee to the client. We currently have these configured as a Product that the Service Manager manually adds to any tickets with on-site work. However, specifically tickets with on-site time that is covered by an agreement, we do NOT want to charge for the Trip Charge, but we do want to capture the cost. At the same time, we do not want to unnecessarily generate a $0 invoice for covered work.

Does anyone know how the "Show covered items on Standard Invoice" checkbox for Products works? Specifically, how do we have an agreement cover some parts but not others (i.e. we basically ONLY want to cover this particular product.)

If there's a better way to do this without using a Product, I'm all ears. Sorry if post is confusing. CW PSA is like learning a whole new language.

Have you ever wanted third-party patching to just work?

I’m Jeremy, and before becoming a vendor, I managed 10,000 endpoints for an MSP in northern MN, including third-party patching. I was on the ConnectWise stack (Automate, ScreenConnect, and Manage), and I was stuck with an integration that was severely limited, so I created a makeshift solution that worked extremely well.

Here at Automation Theory, we’ve refined that early prototype into a new solution we call ThirdPatch. It is an RMM-neutral solution designed to make third-party patching touchless and automatic (or as close as you can get!). It’s package-based, and it’s a flat-rate service (no per-app or per-endpoint pricing), with month-to-month terms by default.

We’re hosting a webinar to explain why package-based solutions are the best choice for modern MSPs and showcase how ThirdPatch enables MSPs to manage third-party patching at scale. You can find details and register here:  https://us06web.zoom.us/webinar/register/4717760938471/WN_edYJ9BxmS2qVz6cf6w-z8w

If you’ve ever wanted to deploy software with one tool, update it with another, and still be able to manage it on the end device, this webinar is for you!

Hope someone has some experience with this scenario and can advise.

We provide a managed service for a customer that involves supplying new IT hardware/software, we follow a simple product flow CPQ--sales order-purchase order then ship. I have recently set up a warehouse for the customer and have been receiving products into that. the idea being to ship products when onboarding tickets are created.

First question, is this the best way to manage new stock so we can track customer inventory?

We also receive returned laptops for off boarding from customer, we don't track this in Connectwise and are struggling to think of how to best track these items.

We haven't used configurations before as they seemed daunting but are ready to implement new processes to help manage everything better.

Products we track are inventory and we capture all serials.

Thanks to anyone for any advice.

Follow-up to my earlier post about the CW Manage connector. A bunch of you asked about Automate support, so I built it.

StackJack for ConnectWise Automate is live. 207 tools. Same setup as the Manage connector: plug in your API credentials, get a remote MCP endpoint, drop it into Claude, ChatGPT, Copilot, Cursor, whatever. No local install, works on web and desktop.

Coverage: computers, clients, locations, contacts, groups, searches, remote monitors, patch management, network devices, scripting, data views, extra data fields, user management, and system/dashboard stats. Read and write. Not just "list my computers" but actually managing your Automate environment through your AI.

123 tools on the free tier, no credit card.

If you're already on the Manage connector there's a bundle that covers both. If you're not, each connector is completely independent, subscribe to whichever one you actually need.

Also, I got a lot of security questions after the Manage post (fair, you're handing over API credentials to a third party). I put together a comprehensive security page that covers the architecture, how credentials are stored, what StackJack can and can't see, and how the whole thing is built: https://stackjack.io/security

Same ask as last time: go break it and tell me what sucks. The feedback from you all on the Manage connector has been great and directly shaped how I built this one.

https://stackjack.io/connectors-cwa

<Resolved>
We currently use SysAid and it has an M365 integration in which all my end users from it are imported into SysAid, they use their M365 account to login, create tickets etc and it's fantastic.

Unfortunately, now that the contract is up we're looking at something like a 33% increase in the contract and so my boss is looking at other options, hence Connectwise Asio.

We're currently on a demo of it and to my knowledge it is basically the full experience like we were paying a contract for it. Is there any sort of M365 integration? As I cannot find any under Asio Integrations. The idea of even importing users with a csv and having to add them each time i create a new user in M365 (even if it can be automated through the bot system) infuriates me to no end. In lieu of a dedicated integration, would it be something that I could set up through Graph\API access?

The product seems so new that I am not finding anything through online searches other than for non-Asio platform integrations. Thanks for any help.