SmartTile opens the service ticket on your ConnectWise board, keeps it current with Internal Analysis notes, carries your technicians' notes back to SmartChoice, and re-opens instead of duplicating when the same site fails again.
When the network alert sits outside ConnectWise, a dispatcher re-types it: company, site, device, when it started. ServiceAutomate™ writes the ticket straight onto the service board you choose, against your customer's company record, and keeps it current until the site is back — each company connects its own ConnectWise with its own keys.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | Someone opens the board, finds the company, types the ticket. | When SmartTile opens the SmartChoice ticket for the outage, a ConnectWise service ticket opens beside it, device, site, address, circuit and carrier ticket in the description. |
| More devices fail there | A second and third ticket for one outage. | The open ticket gets a note naming the new devices. No second ticket while one is open. |
| It fails again tomorrow | A fresh ticket; history split in two. | Closed within 48 h? The same ticket is re-opened into your re-open status, with a note saying why. |
| Updates and carrier calls | Pasted in later, or never. | SmartTile and CarrierAutomate™ updates as Internal Analysis notes (Discussion only if you choose). ConnectWise sends no e-mail for them. |
| Your technician writes a note | The NOC never sees it. | Carried to the SmartChoice ticket within 5 minutes; SmartChoice journals come back as notes. |
| It comes back | Someone remembers to close it. | A restoration note, always. Resolution note + your board's Closed status only if you switch auto-resolve on. |
api-na.myconnectwise.net), the company id from your login screen, both keys → Save credentials → Test connection.| Test connection check | What it proves |
|---|---|
| Site and company id | Your codebase was found (/login/companyinfo). |
| Authentication | Keys and clientId accepted; shows your version. |
| Service boards readable | Lists the boards the member can see. |
| Customer company exists | The Company ID you typed is real. |
| Board statuses readable | The board has a status marked Closed. |
Company: AcmeCorp · Board / team / type: as chosen · Priority: your DOWN priority
Affected devices: FG-60F Head Office (203.0.113.10) — circuit 123/ABCD/456789
Site: Head Office · Address: 123 Example St
SmartChoice reference: Rev.io ticket 83421 · externalXRef: SmartTile Rev.io #83421
/login/companyinfo/{companyId}Discover your codebase — no credentials sent/system/infoTest connection: keys + clientId accepted/service/boards (+ /{id}/statuses, types, subtypes, teams)Read my settings; closed status found per board/company/companies?conditions=identifier=…Check the customer company exists/service/sources, /service/prioritiesFill the remaining dropdowns/service/ticketsOpen the ticket — summary capped at 100 characters/service/tickets/{id}/notesInternal Analysis note, processNotifications=false/service/tickets/{id}/notesRead technicians' notes back; skips SmartTile's own/service/tickets/{id}Is it still open, and on which board?/service/tickets/{id}Status → your Closed or re-open statusKeys are stored encrypted against one company, returned to the browser only as "set", never logged. The Authorization value is built per call and never stored.
Send tickets here per company and the ConnectWise engine switch under Admin → Engine Safety — both off by default. Test, Read, test ticket and Lab still work.
Ticket opened, note, re-open, close — posted or failed — is a row in the Automation Audit Ledger, scoped to your company.
Carried notes carry the [SmartTile ↔ marker, and notes posted by SmartTile's own API member are never carried back. Each note is carried once.
| Objection | Answer |
|---|---|
| “Our customers see Discussion notes.” | SmartTile posts to Internal Analysis by default and sends processNotifications=false. |
| “We don't want tickets closing themselves.” | Auto-resolve is off by default: recovery adds a note and a person closes it. |
| “Is it proven?” | BETA. Built and unit-tested; no customer has passed the Lab round-trip yet, and SmartChoice's Developer Network clientId is not yet set on the main SmartTile server — no ConnectWise call can run there until it is. |