Field mapping ensures that SuperIT and ConnectWise use compatible status values, priorities, and custom fields. Proper mapping enables seamless bidirectional sync and optimal SuperIT workflows.

Understanding Field Mapping

How Mapping Works

1. SuperIT Action: SuperIT updates ticket status to "Resolved"
2. Mapping Check: System looks up ConnectWise equivalent for "Resolved"
3. Status Update: ConnectWise ticket status changes to mapped value
4. Confirmation: Change syncs back to SuperIT for verification

Supported Field Types

• Status: Ticket status values (New, In Progress, Resolved, etc.)
• Priority: Priority levels (Low, Medium, High, Critical)
• Severity: Impact levels (Minor, Major, Critical)
• Type: Ticket types (Incident, Problem, Request)

Step 1: Access Field Mapping

Navigate to Mapping Settings

1. Go to your ConnectWise connection in SuperIT
2. Click the Field Mapping tab
3. Select the field type you want to configure

Current Mappings Overview

• Default Mappings: Automatically created during setup
• Custom Mappings: Manually configured for specific needs
• Unmapped Values: ConnectWise values without SuperIT equivalents

Step 2: Configure Status Mapping

Standard Status Mapping

SuperIT provides default mappings for common statuses:

Custom Status Mapping

For specialized ConnectWise statuses:

1. Add New Mapping:

   • Click Add Status Mapping
   • Select SuperIT status from dropdown
   • Enter corresponding ConnectWise status
   • Set as default if needed

2. Common Custom Mappings:

   • "Troubleshooting In Progress" → "Assigned"
   • "Pending Escalation Approval" → "Manager Review"
   • "On Hold" → "Parts on Order"

SuperIT Status Integration

Configure mappings that work optimally with SuperIT's AI workflows:

Step 3: Configure Priority Mapping

Standard Priority Levels

Map ConnectWise priorities to SuperIT's priority system:

Client-Specific Priorities

Some clients may have unique priority schemes:

1. Create Client Mapping:

   • Select specific company link
   • Configure custom priority mappings
   • Override default mappings for this client

2. SLA-Based Priorities:

   • Map based on client SLA requirements
   • Ensure escalation thresholds align
   • Configure automatic priority adjustments

Step 4: Advanced Mapping Configuration

Default Value Handling

Configure what happens when no mapping exists:

Default Mapping Strategy: - Use Original Value: Keep ConnectWise value unchanged - Map to Default: Use predefined default status/priority - Prevent Sync: Don't sync unmapped values - Log Warning: Record unmapped values for review

Bidirectional Mapping

Ensure mappings work both directions:

1. SuperIT → ConnectWise: When SuperIT updates ticket
2. ConnectWise → SuperIT: When ConnectWise user makes changes
3. Conflict Resolution: Handle cases where mappings don't align

Conditional Mapping

Advanced scenarios requiring conditional logic:

By Service Board: - Different mappings for different service boards - Client-specific status workflows - Department-based priority schemes

By Team: - Team-specific status meanings - Different escalation thresholds - Specialized workflow requirements

Step 5: Custom Field Mapping

Standard Custom Fields

Common custom fields that benefit from mapping:

Client Information: - Site location - Contact preferences - Asset tags - SLA tier

Technical Details: - Affected systems - Problem category - Resolution method - Time spent

Configure Custom Field Sync

1. Identify Custom Fields: Review ConnectWise custom fields
2. Map to SuperIT: Create corresponding fields in SuperIT
3. Set Sync Direction: Configure bidirectional or one-way sync
4. Validation Rules: Set up field validation and formatting

Custom Field Examples

Step 6: Testing and Validation

Test Mapping Configuration

1. Create Test Ticket: Use ConnectWise to create test ticket
2. Update via SuperIT: Change status using SuperIT or interface
3. Verify Sync: Confirm changes appear correctly in ConnectWise
4. Test Reverse: Update in ConnectWise, verify SuperIT sync

Validation Checklist

• ✅ Status changes sync both directions
• ✅ Priority mappings work correctly
• ✅ Custom fields sync as expected
• ✅ Default values handle unmapped cases
• ✅ No sync errors in logs

Performance Testing

• Sync Speed: Verify mapping doesn't slow sync process
• Error Handling: Confirm graceful handling of mapping failures
• Load Testing: Test with multiple simultaneous updates

Common Mapping Scenarios

Multi-Board Setup

Different service boards with different status schemes:

1. Service Desk Board: Standard ITIL statuses
2. Project Board: Project-specific statuses
3. Maintenance Board: Maintenance workflow statuses

Configure board-specific mappings for each workflow.

Client-Specific Requirements

Some clients require unique status handling:

1. Government Clients: Compliance-specific statuses
2. Healthcare Clients: HIPAA-related status tracking
3. Financial Clients: Security-focused status workflow

Team Specialization

Different teams using different status meanings:

1. Level 1 Support: Basic status workflow
2. Network Team: Infrastructure-specific statuses
3. Security Team: Security incident statuses

Troubleshooting Mapping Issues

Sync Failures

• Check mapping conflicts: Ensure bidirectional mapping consistency
• Verify permissions: Confirm API access to update fields
• Review logs: Check for specific mapping errors
• Test individual mappings: Isolate problematic mappings

Inconsistent Behavior

• Validate mapping rules: Ensure rules are logically consistent
• Check default handling: Verify default value configuration
• Review conditional logic: Test complex mapping scenarios
• Monitor sync timing: Ensure mappings process in correct order

Performance Issues

• Optimize mapping rules: Reduce complex conditional logic
• Cache frequently used mappings: Improve sync performance
• Review custom field sync: Minimize unnecessary field updates
• Monitor resource usage: Check impact on system performance

Best Practices

Mapping Strategy

• Start Simple: Begin with default mappings, add complexity gradually
• Document Changes: Keep record of custom mappings and reasons
• Test Thoroughly: Validate all mappings before going live
• Monitor Performance: Watch for sync issues after changes

Maintenance

• Regular Review: Check mapping effectiveness monthly
• Update as Needed: Adjust mappings when workflows change
• Version Control: Track mapping changes over time
• Team Training: Ensure teams understand status meanings

Field mapping configured? Continue with Troubleshooting to understand common issues and solutions, or return to Company Management to finish team setup.