1.      In Connectwise: select Companies

2.      Make sure “Active” is selected and hit Enter.

3.      Find the company you’re going to start converting tickets for i.e. “1859”

a.      This should be based on the information in the spreadsheet “CW to DS Ticket Cutover”

4.      Once in the Company menu select “Service.”

a.      You will see the list of all active tickets.

b.      If there are zero active tickets, document that in the spreadsheet under the “CW Ticket #” column.

5.      If the ticket in CW is less than 100 days old it should be transferred to DS. Start at the top of the list of active requests and select the first ticket.

a.      Document the cw ticket number in the spreadsheet under the “CW Ticket #” column.

b.      Document the status under the STATUS column.

c.      Document the original creation date of the CW ticket in the spreadsheet under the “Created date” column.

6.      In Dreamtsoft from the ITSM menu: select either Incident or Request based on the categorization of the ticket in Connectwise.

7.      From the corresponding menu, select the + icon to create a new record of the same type.

8.      Transfer all pertinent data from the CW ticket to the DS ticket

a.      Company

b.      Location

c.      Requested By( This should be the same as the CW ticket “Contact” and not the Assignment User)

d.      Call back number

e.      Input source

f.       Assignment group

g.      Assignment User

h.      Title

i.        Description

9.      Categorize the ticket based on the new Category>Subcategory schema.

10.  Click the “Save and Stay” icon.

11.  Transfer all internal notes to the internal activity section of the DS ticket.

12.  Transfer all Communication to the client from CW to thew Public Conversation section of the DS record.

13.  Update the Status to reflect the current status of the ticket.

14.  Send the template “CW2DS” email template to the requestor.

a.      ***Be sure to add the CW ticket #

15.  Tag the ticket by clicking the “add tag” button at the top of the ticket window.

a.      Include the CWticket # and the created date

                                                              i.     Example: CW#8675309Date4/4/21

16.  Click the ESC Key to return to the previous screen.

17.  In Connectwise:

a.      Update the internal notes with the DS ticket number.

b.      Change the status to: Closed – DS Transfer

c.      Save and close the ticket.

18.  Return to the list of tickets and repeat the process (Steps 1-17) for all tickets for all clients in the spreadsheet.