How ScheduleSync moves schedule entries
ScheduleSync acts when ConnectWise reports a time entry, or a schedule entry, being added or changed. It matches each ticket time entry to one schedule entry of the same member, on the same ticket, on the same day, and makes the schedule entry span the time entered.
Which entry it matches
Section titled “Which entry it matches”It looks only at the member’s schedule entries for that ticket that are not already matched to another time entry.
- A closed (done) entry that day comes first: the one that overlaps the time entry, or starts or ends within 30 minutes of it, or else the one that ends latest.
- An open entry that has already started, close to when the time entry starts, can be taken instead.
- No entry at all: ScheduleSync adds one, closed, for the time entered, described with the ticket’s summary.
When a closed schedule entry is reported with no time entry matched to it, ScheduleSync matches it to that member’s unmatched time entry on the ticket that starts closest to it.
When an entry is moved
Section titled “When an entry is moved”- A closed entry is moved at once.
- An open entry that day is moved when it has started and ends within the next hour, when it has no date, or when the ticket is resolved. Otherwise ScheduleSync waits, and tries again two hours after the entry was due to end.
- On a resolved ticket, an open entry later in the week can be used.
How it is moved
Section titled “How it is moved”- The entry is moved to the time entry’s start and end.
- If they already match, nothing is written.
- If the entry was booked for much longer than the hours worked, ScheduleSync splits it into two entries, one at the start and one at the end of the time worked, each with half the hours.
What it leaves alone
Section titled “What it leaves alone”| Left alone | Why |
|---|---|
| Activities | ScheduleSync works on tickets only. |
| Time entered through MTX | MTX keeps those schedules itself. |
| Time entries more than 7 days old | Old days stay as they were. |
| Time entries with no work type, or zero hours | Nothing to schedule. |
| Time entries made by the LabTech or Kaseya integrations | They are not a technician’s working time. |
| A member whose Schedule Sync switch is off, or who is inactive | See Turn ScheduleSync off for a member. |
| A schedule entry already matched that someone moved elsewhere | Your move is kept, and a new entry is added for the time worked. |
Travel time entries
Section titled “Travel time entries”A time entry whose work type is a travel work type (its name contains “travel” and matches a schedule type) is matched to that day’s TravelSync Travel To or Travel From entry, and moved like any other. Without one, ScheduleSync adds a closed travel entry.
When ConnectWise cannot be reached
Section titled “When ConnectWise cannot be reached”ScheduleSync tries again later, several times. It shows no message in Nilear: the only sign of its work is the Dispatch Portal itself.