ConnectWise Manage Agent

What it can do

• Service deskTickets — searchable and countable — with their notes and logged time, plus every board, status, priority, classification, team and SLA that shapes the queue.19skills

  These are reads. Nothing here can open, close, assign, move or delete a ticket, or write anything onto one.

  • Find tickets by anything the PSA tracks — board, status, owner, company, age, last touch — and get the trimmed row back.
  • Answer 'how many' exactly and in one call, instead of paging 200 tickets at a time across every board and adding them up.
  • Open one ticket in full — every field on the record, not the trimmed search row.
  • The whole conversation on a ticket — discussion, internal analysis, and resolution notes, newest first.
  • Every hour charged to a ticket — service or project — with who logged it and whether it was billable.
  • The service boards this instance actually runs, including which ones are retired and which are project boards.
  • The status ladder configured on one board — the real names your techs pick from, and which of them count as closed.
  • The priority scheme in use, in sort order, so 'urgent' means what your instance says it means.
  • The ticket types configured on one board, so a search filters on the words your instance really uses rather than a guess.
  • The second level of a board's classification, under a chosen type — the detail that turns 'hardware' into something you can act on.
  • The third and most specific level of a board's classification, so 'what kind of work was this, exactly' has an answer in your own words.
  • The teams configured on a board and how it routes by default — who picks a ticket up when nobody is named on it.
  • The SLA definitions this tenant has configured — names and ids only, because the API never exposes the actual response and resolution minutes.
  • One SLA definition by name, with the same limit — it confirms which commitment a ticket sits under, not how many minutes it allows.
  • The service teams across the instance, with their leader, location and department — distinct from the routing teams set up per board.
  • The regions or branches tickets and assets can be scoped to, so 'how is the north office doing' is a question the data can answer.
  • How tickets actually arrive — email, phone, portal — so you can see which channel is really feeding the queue.
  • The severity scale this instance keeps alongside priority, for how much impact a ticket has rather than how soon it needs touching.
  • The canned ticket setups your team starts from — board, classification, priority and budgeted hours — so you can see which work is templated and which is improvised.
• Time & billingEvery hour logged across the instance, the weekly sheets those hours roll up into, and the classifications that decide whether an hour bills.8skills

  Read-only. It cannot log, edit, approve or delete time, and it cannot submit a sheet.

  • Query logged time across the whole PSA — by tech, company, work type, or date range — for utilization and billing questions.
  • One logged hour in full — who, when, against what, at which rate, and whether anyone is being charged for it.
  • The edit history behind a single time entry — what was changed after the hour was first logged, and by whom.
  • The billable classifications hours are logged under — standard, overtime, non-billable — the setting that decides whether an hour earns anything.
  • The rate roles behind the money — senior engineer, project manager — so what an hour is worth traces back to the role that logged it.
  • The non-ticket buckets time can be logged to — internal meetings, training, vacation — so 'where did the hours go' has a complete answer.
  • The weekly sheets themselves, by tech and status — whose week is still open and whose is already submitted.
  • One week's sheet end to end, for when the summary row leaves a question about a tech's week unanswered.
• Companies & contactsWho you serve — the client roster, the people at each one, their sites, and the statuses and types that sort them.7skills

  Read-only. It cannot add or edit a company, a contact or a site, and it cannot change a client's status.

  • Search the client list by name, status, type, or territory — the roster, filterable.
  • Everything the PSA holds on one company, beyond the columns a search returns.
  • Find people by name or company — and reach their email addresses, which the PSA files under communication items rather than a plain field.
  • One person's complete record — title, numbers, and every way of contacting them on file.
  • The physical sites under a company — addresses, phone numbers, and which one is the primary.
  • The client statuses this instance uses — active, suspended, prospect — so a roster search filters on words that exist here.
  • How companies are typed — customer, vendor, partner — which is the difference between 'how many records' and 'how many clients'.
• Assets & RMM linksThe PSA's own asset records — managed devices, servers, network gear, licenses — and the rules that tie them back to the endpoints your RMM reports.7skills

  Read-only. It cannot add, retire or edit an asset, change what one is attached to, or alter how an RMM maps into the PSA.

  • Search the asset records by company, name, serial, type, or status — and, in practice, the way to tie an RMM endpoint back to its PSA company, matching on serial number first and device name second.
  • Drill into one asset: hardware and OS detail, its company, site, and assigned contact, and the configuration questions answered against it.
  • The configuration types this tenant actually uses — Managed Workstation, Server, Firewall — so a search filters on names that exist here.
  • Which RMM platforms this PSA is wired to, and the billing and location each one writes under by default.
  • One RMM connection in full, for when you need to see exactly how that link is set up before trusting what it syncs.
  • The mapping the PSA uses to turn a synced RMM device into an asset record — which device class becomes which asset type, product and agreement type. It is the authoritative join, and a better answer than matching on serial number and name.
  • One mapping rule in full — the place to look when synced devices keep landing under the wrong asset type or the wrong agreement.
• Agreements & financeThe contracts behind the recurring revenue, the invoices that come out of them, and the billing reference data that shapes both.10skills

  Read-only. It cannot create or void an invoice, change an agreement, add or cancel a line item, or post a payment.

  • Find agreements by company, type, dates, or cancelled state — the contracts behind the recurring revenue.
  • One agreement in full — the terms behind the billing line, not just its name and amount.
  • The line items on an agreement: each product, its quantity, unit price and cost, and when it started or was cancelled.
  • Search invoices by company, date, status, or balance — the direct route to what's still outstanding.
  • One invoice in full — the dates, terms and amounts behind a balance, for when 'why does this client owe that' needs a real answer.
  • The frequencies agreements bill on — monthly, quarterly, annual — the cadence underneath any run-rate number.
  • The payment terms invoices go out under, from net 30 to due on receipt, which is what makes an outstanding balance late or merely recent.
  • The tax codes configured for invoicing, with their rates, so an invoice total can be explained rather than just quoted.
  • The general ledger mapping billing exports into — where each kind of revenue and cost lands in the books.
  • The currencies this tenant bills in, so totals from different clients are compared honestly instead of added up blind.
• SalesThe pipeline and the activity against it — what might close, when, what it is worth, and who is working it.3skills

  Read-only. It cannot create or advance an opportunity, log an activity, or change a forecast.

  • The pipeline, filterable: stage, status, expected close date, probability, and whose deal it is.
  • Expand one deal to its full record — where it sits, what it's worth, and who owns it.
  • The sales activities logged against a deal, contact, or ticket — calls, meetings, and follow-ups, with who they're assigned to.
• ProjectsPlanned work that lives outside the service queue, with the phases and budgets inside it.3skills

  Read-only. It cannot create a project, move a phase, or change a budget, an owner or a date.

  • Find projects by status, company, manager, or dates — what's in flight and how far along it claims to be.
  • The complete project record: dates planned and actual, manager, status, and percent complete.
  • The phases inside a project, with budgeted hours against actual — where a project is really slipping.
• Scheduling & dispatchThe dispatch board — who is booked where and when — and the working hours that decide who was even available.5skills

  Read-only. It cannot book, move or cancel an appointment, and it cannot change anyone's working hours.

  • Who is booked where and when — technician appointments, on-site visits, PTO and meetings on the dispatch board, filterable by tech, date or type.
  • One booking in full — who it is for, what it is against, and exactly which hours it holds.
  • Whether a booking is firm or still tentative, in the words this instance uses for it.
  • The kinds of booking on the board — service call, meeting, PTO — so a dispatch question can leave out everything that isn't client work.
  • The working-hours calendars behind availability — daily start and end times, and the holidays your team doesn't work.
• ProcurementWhat you buy and what you hold — purchase orders, the product catalog, on-hand stock, and the lines already sold onto a client's work.14skills

  Read-only. It cannot raise or close a purchase order, receive stock, change a price, or add an item to the catalog.

  • Find purchase orders — by vendor, warehouse or open state — to see what's on order, and what's been sitting open too long.
  • One order in full — the vendor behind it, the dates promised, and what the whole thing costs.
  • What's actually on an order — each product, how many were ordered, and how many have arrived so far.
  • The master catalog of everything you can sell or stock, searchable by manufacturer or identifier.
  • One catalog item in full, including how it is priced and what it costs you.
  • How much of an item you're holding, broken out by warehouse and bin.
  • The lines already attached to a ticket, project, opportunity, agreement or invoice — what was sold, and onto which piece of work.
  • One sold line in full, for when a quantity or a price on a piece of work needs explaining.
  • The stock locations this tenant counts inventory across — the shelves behind any answer about what you have on hand.
  • The manufacturers behind the catalog, so hardware spend can be grouped by who makes it.
  • The top level of the catalog's own grouping — how this tenant sorts what it sells.
  • The second level of that grouping, under a chosen category.
  • How the catalog classifies an item — inventory, service, bundle, agreement — which is what decides the way it bills.
  • The order statuses this instance uses, so 'still open' means what your buyers mean by it.
• People, system & auditYour people and the shape of the instance itself — departments, roles, custom fields, the change log, and what this connection is signed in as.12skills

  Read-only. It cannot add or deactivate a member, change a role or a permission, edit a custom field definition, or run a report.

  • The staff roster — technicians and users with their identifiers and emails, active and inactive alike.
  • One technician's complete record — their department, location, role and what they're set up to work on — so a name on a ticket has a person behind it.
  • Which PSA version you're on and whether it's cloud or on-premise — and, incidentally, the fastest proof the credentials still work.
  • The session's own identity and granted scopes, answered locally without calling the PSA at all.
  • The departments this instance is organised into — the grouping behind 'whose team owns this work'.
  • The business-unit locations your own company is split into, which is a different thing from the physical sites a client has.
  • The roles configured for member permissions — each role's type, whether it carries administrator rights, and whether it is still active.
  • How staff are typed — employee, subcontractor, integration account — which is how you tell a person from a connection.
  • The attachment types this instance recognises, with the file extensions behind each.
  • The custom field definitions across every kind of record — caption, kind and screen — so the extra fields on a record read as words instead of numbered slots.
  • Who changed what and when on a record — the PSA's own change log, searchable by record, person and date.
  • The named reports this instance has, by name only — it tells you what exists; it does not run one or return its data.

How it has been taught to work it

Playbooks are the vetted techniques a session loads for this platform — what to check, in what order, and what a number means before it is reported.

• Agreements and invoicesWhat is a client contracted for, are we under-billing, what do they owe, agreement coverage or invoice questions.
  Vetted Aug 1, 2026
• Billing reference lookups — cycles, terms, tax codes, GL accounts, currenciesWhat billing cycles or terms exist, tax code rates, GL account mapping, currencies configured for this tenant.
  Vetted Sep 20, 2026
• Board workload and distributionHow busy is each board, where is the backlog, ticket counts by board or status, service desk load.
  Vetted Aug 1, 2026
• Configurations — the machines and assets PSA holds per clientWhich machines/assets does the PSA hold for a client, what type and status are they, does a serial match the RMM, what is the config type vocabulary.
  Vetted Sep 20, 2026
• ConnectWise PSA (Manage) — what the application ISAlways when PSA is attached. Entity model and the closedFlag trap.
  Vetted Aug 1, 2026Always on
• Dispatch/schedule board — bookings, appointments, calendarsWho is scheduled where, technician bookings, service appointment calendar, PTO or meeting schedule, availability questions.
  Vetted Sep 20, 2026
• Finding companies, contacts and sitesResolving a client name to an id, who is the contact, what sites does a client have, before any company-scoped question.
  Vetted Aug 2, 2026
• One client's service pictureHow is client X doing, are they a problem account, what have we done for them, ticket volume or trend for one company.
  Vetted Aug 1, 2026
• One ticket in fullTell me about ticket N, what happened on this ticket, why is it still open, how long has it taken.
  Vetted Aug 1, 2026
• Opportunities and sales activityWhat is in the pipeline, open opportunities, deal value, sales activity for a client or rep.
  Vetted Aug 1, 2026
• Projects and phasesProject status, what is in flight, is a project on track or overrunning, project hours or phases.
  Vetted Aug 1, 2026
• Purchase orders, product catalog, and inventoryWhat's on order, purchase order status, product catalog lookups, on-hand inventory by warehouse, products attached to a ticket or agreement.
  Vetted Sep 20, 2026
• Querying ConnectWise PSA (conditions, paging, traps)Always when PSA is attached. Conditions syntax, how it inverts Automate's, and the DARK write-tool boundary beyond tickets.
  Vetted Sep 20, 2026Always on
• RMM (Asio) ↔ PSA — same clients, machines as configurationsA question spans ConnectWise RMM (Asio) and PSA for the same client — "which machines at the client with the most open tickets are offline", "is this ticketed machine patched", joining a device to its CI/ticket/agreement.
  Vetted Aug 4, 2026
• RMM integration records and vendor-to-configuration mapping rulesWhat RMM connections are configured in PSA, how synced devices map to configuration types, questions about the PSA/RMM join.
  Vetted Sep 20, 2026
• Service-desk vocabulary — SLAs, teams, locations, sources, severities, board sub-configWhat SLA applies, what ticket sources or severities exist, service team or location lookups, board type/subtype/item/team breakdowns, ticket templates.
  Vetted Sep 20, 2026
• System reference lookups — departments, locations, roles, custom fields, audit trail, reportsDepartment or business-unit lookups, security roles, member types, what a custom field means, who changed a record and when, what reports exist.
  Vetted Sep 20, 2026
• Ticket triage — what needs attentionWhat needs attention, what is unassigned or stalled, what is falling through, daily standup or dispatch questions.
  Vetted Aug 1, 2026
• Time entries — hours, billable, and who did whatHow many hours, billable vs not, time logged by a tech or against a client or ticket, utilisation.
  Vetted Aug 1, 2026
• Workload by technicianWho is overloaded, what is each tech working on, capacity or assignment questions, who closed what.
  Vetted Aug 1, 2026