ConnectWise¶
The app can put each on-call week straight onto people's ConnectWise calendars, so nobody has to create those entries by hand any more.
It makes the same two entries that were always made by hand, for each of the three people on call:
| Starts | Ends | Hours | |
|---|---|---|---|
| Week hold | Wednesday 5:00 PM | Tuesday 5:30 PM | 2.5 |
| Weekend hold | Saturday 5:00 PM | Sunday 5:30 PM | 1 |
Why two entries and not one?
ConnectWise spreads a "Standard" entry across working days only. A single Wednesday-to-Tuesday entry shows up on Wed, Thu, Fri, Mon and Tue — and leaves Saturday and Sunday blank. The weekend entry fills that hole. Both are needed; neither is optional.
Who can do what¶
| Preview & push | Credentials & member mapping | |
|---|---|---|
| Viewer | — | — |
| Editor | ✅ | — |
| Admin | ✅ | ✅ |
Editors run the sync because they're the ones changing schedules. Setup stays with admins because it holds a key that reaches all of ConnectWise.
The everyday routine¶
When you change the schedule — a swap, applying time off, redistributing weeks — the app quietly notes which weeks were affected. The Schedule screen then shows:
3 weeks waiting to sync to ConnectWise
Click it, or open the ConnectWise tab, and:
- Pick a date range (it defaults to the next four months).
- Click Preview changes.
- Read the diff. It's written in plain sentences, grouped by week.
- Click Push … changes to ConnectWise.
Previewing never changes anything, in the app or in ConnectWise. Run it as often as you like.
What the preview is telling you¶
| Line | Meaning |
|---|---|
| ➕ Create | Nothing is on that person's calendar yet. A new pair of holds will be made. |
| 🔗 Adopt existing | The hold is already in ConnectWise and matches exactly. Nothing will be created or changed — the app simply starts keeping track of it. |
| ➖ Remove … reassigned | Somebody else has this week now. Their predecessor's holds come off. |
| ➖ Remove … made by hand, being standardised | A hold exists for the right person and week, but the times or wording differ. It's replaced so everything matches. The line shows you the existing times against the new ones — check these before pushing. |
| ➖ Remove … no ConnectWise member | That person isn't mapped, so their holds can't be maintained. |
Nothing before the effective date is ever touched
Weeks that start before the date set in Sync settings are invisible to the app — not adopted, not changed, not deleted. Years of entries made by hand are safe.
Things worth knowing¶
Pushing a week clears its "Done" tick. Changing a week means deleting the old holds and making new ones, and a tick set on the old entry can't survive that. This is true whether a person ticked it or ConnectWise's own service did.
Nobody should still be making these by hand. An entry someone adds after the app took over isn't known to it, so a sync won't tidy it up — and that week ends up with two sets of holds that only a person can clear.
A big push happens in stages. The first sync of a whole year is hundreds of entries, more than one request can carry, so it works through them in batches. You'll see the counts climbing. If it stops early it says why, and re-running picks up where it left off.
Covered days split the holds, but only as much as they need to. A week normally has two holds per person: Wednesday to Tuesday (ConnectWise shows it on the weekdays only) and Saturday to Sunday. When someone covers days, the app works out the fewest holds that still show every day on the right calendar:
- Robert takes the weekend. Danny keeps his Wednesday–Tuesday hold unchanged. Robert gets one Saturday–Sunday hold named "On Call 9/26 - 9/27".
- Robert takes Saturday, Jerry takes Sunday. Each gets a one-day hold ("On Call 9/26", "On Call 9/27").
- Robert takes Thursday. Danny's weekday hold becomes Wednesday, then Friday–Tuesday; Robert gets "On Call 9/24".
Each day counts 0.5 hours, so the week still adds up to 3.5. A week nobody covered doesn't change at all. If the person covering already made their own hold by hand with exactly the right times, the preview adopts it rather than making a second one.
Nothing is ever deleted by guesswork. The app only removes entries it has a record of creating. The one exception is the "being standardised" case above, which is spelled out in the preview so you can check it first.
Changed in ConnectWise¶
Check ConnectWise also lists schedule changes that haven't been pushed yet, such as a covered day saved in Edit week. Each one names whose hold changes and which days. Push them from Sync preview. Both screens include the week that's already under way, even when From is today and the week started on Wednesday.
Below the preview is a check for holds that were edited or deleted directly in ConnectWise after the app made them.
It only reports — it never fixes anything on its own, because a hold somebody deleted may well have been deleted on purpose.
If you do want them corrected, run Preview changes over the same dates. Each one shows up there as a restore — "deleted in ConnectWise — restoring" or "edited in ConnectWise — restoring our times" — so you see exactly what would be put back before anything is written. Leave them be if the change was intentional.
| What it says | What happened |
|---|---|
| Deleted in ConnectWise | The hold is gone. Nobody is shown on call for that slot. |
| Times changed in ConnectWise | Somebody adjusted it by hand. |
| Moved to a different member | It's on the wrong person's calendar. |
First-time setup (admins)¶
You'll need five values from ConnectWise. The ? panel on the ConnectWise tab walks through getting each one — including the two places people usually get stuck: there's no "Schedule" module (schedule permissions live under Service Desk → Resource Scheduling), and Members disappears from your own System menu if your own role is missing Member Maintenance.
After entering them:
- Test connection. A success tells you how many members it can see. If it says zero, the connection works but the security role can't read members.
- Map every person to their ConnectWise member. Matches are suggested by email, then by name, and each row tells you which — an email match is reliable, a name match is worth a second look. Nothing is linked until you pick it.
- Set an effective date — the first Wednesday the app should take responsibility for.
- Turn on Sync enabled.
Push one week first
Before syncing a full year, push a single week and open that person's ConnectWise calendar to compare it against one made by hand. It's much easier to spot a problem in six entries than in a hundred.
Automatic sync¶
There's an option to let a scheduled job push pending weeks without anyone watching. It runs on Cloudflare every four hours — nothing has to be left switched on at the office. Leave it off until you've done a full rotation cycle by hand.
When it is on, it will only ever touch weeks already marked pending, and it refuses any batch larger than the limit you set.
What the limit means¶
The number is individual calendar entries, not weeks. Each person on call has two holds, so:
| Change | Entries |
|---|---|
| One person swapped for one week | 4 (two holds removed, two created) |
| Someone covers the weekend for one role | 2 (the weekend hold removed, the cover's hold created) |
| Someone covers one weekday for one role | 3 or 4 (the weekday hold replaced by holds either side, plus the cover's) |
| A whole week changing hands, all three roles | 12 |
| Ten weeks reassigned across a quarter | 120 |
The default of 40 covers about three to ten changed weeks, depending on how many roles moved. Above that it stops and waits for a person, because a batch much larger than normal churn usually means the whole schedule was regenerated — and that deserves someone reading the diff rather than an unwatched rewrite of everyone's calendar.
If it does refuse, nothing is lost: the weeks stay pending, and you push them yourself from the Preview changes screen after reading what they contain.