Real-time Ticketing

Real-time Ticketing is Score My Team’s flagship module. It encourages your team to move from entering work in ConnectWise after the fact to entering it as it happens, which makes ConnectWise far more useful to everyone who reads it.

How it works

Real-time Ticketing reviews each ticket’s audit trail, its attached configurations and its time entries, and scores each member on the information they put on the ticket and on how promptly they put it there. Schedule entries are not scored.

A ticket’s points are worked out again as the ticket changes, so members get feedback while they work. One side effect: a ticket in the middle of being worked can show negative points because it is still incomplete. Those points go once the ticket is brought up to date.

“In Progress” means a ticket status whose SLA escalation status is We have created a Resolution Plan, whatever your company calls it: In Progress, WIP, Working Now.

Every event has its own points, which differ by the board’s type (Service, Monitoring, Project, Sales or Other). They are listed in Real-time points. Positive points earned while a member is on-site at a client, on a board that is not a project board, count three times.

Keys to success

1. When you start working a ticket, move it to your In Progress status.
2. While you work it, attach every relevant configuration to the ticket.
3. When you stop working it, take it out of In Progress. Do not hold two or more tickets In Progress at once.
4. As you take it out of In Progress, create the time entry for the time you worked.
5. If the time is billable, even against an agreement, write notes that justify it.
6. Never leave the ticket’s Source on an invalid default such as Change Me or Must Change.
7. If the board has Type, Subtype and Item, set them on the ticket.

If keeping ConnectWise up to date in real time is hard, work your tickets in MTX, which was built to make it natural.

Reopened tickets

A ticket is flagged as reopened only when both are true:

1. it reached a ConnectWise Closed status (many companies set tickets to Completed first and close them later by workflow or by a manager); and
2. after it was reopened, by the customer or by your team, a time entry was recorded on it. A reopened ticket with no new time entry is not flagged.

The variants

Several versions of Real-time Ticketing suit different teams. Their logic can be combined: for example, Real-time Precision Custom Average combines Precision, Custom and Average.

Variant	What changes
Precision	How close to true real time an event was changes its points. Positive points are multiplied by 1, 1.25, 1.75 or 2 as the delay goes from large to nominal (within seconds); negative points by 1, 1.25, 1.75 or 2 as it goes from nominal to large. Recommended once your team has mastered the standard module.
Average	A member’s score is the average points per ticket rather than the total. Fairer between members who work different hours or numbers of tickets, such as part-time staff or level 3 engineers.
Level	Every board type is scored with the Service board’s points, and configuration attachment points are limited to the highest-value attachment per ticket per member.
Custom	Uses your own points for each event and board type, from the Custom Points page. See Customize the Real-time points.
Ticket Resolution	Counts only the points for completing tickets and the points lost when a closed ticket is reopened.

Changes to custom points are not applied to the past: they apply to tickets updated after the change.