Author: Christy Perez
Info: This article will give you some guidelines on setting up your Type, Subtypes and Items within ConnectWise
Please note - Cognition360 does not have a best practice for Type, Subtype and Item. The most important thing is being consistant in your process and train, train train your team.
Current tags - Common Issues
Here’s the info I have gathered and wanted to share on Type, Subtype, Item of tickets. We do not have best practices around T, ST, I. Here are a few recommendations I have.
Type – incident, request, problem, etc.
Subtype – what are you working on (firewall, printer, workstation, etc.). I have also seen Subtype as Vendor (Dell, Veeam, Microsoft, etc.)
Item – what needs to be done - Password change, new user setup, Scan issue, upgrade, etc.
Here’s a Reddit article where a bunch of MSPs say what they are doing or what has and has not worked.
Here’s how to make it mandatory in Connectwise Manage when you are ready:
Hope these recommendations help. If you would like us to recommend a ConnectWise consultant to help you with this project let us know and we can recommend one.