[23276] ConnectWise Contact Type to Tag mapping

[Aycorn]

Feature request to have ConnectWise contact types mapped and synced to Tags in DeskDirector.

These contact types can be used to automatically manage access to multiple assets/systems within DeskDirector.

For a newly onboarded DeskDirector customer, there is a lot of work involved in manually implementing and managing the contact tag system.

Similar functionality has been requested in the past for Approvers: https://github.com/DeskDirector/UserVoice/issues/365

[cdandrea]

Huge fan of this!

We use contact type to reflect the user's permissions and it's been extremely painful to search for 400+ contacts, edit a contact's permissions, return to the contact list, search again, edit the next contact's permissions, rinse and repeat. If there was a way to sync those contact types as tags, we could save so much time with a filtered tag search.

On a related note, it would be great if the contact/company searches/filters stuck editing and backing out from a contact/company to the contact/company list. Might be a separate bug / feature request though.

[cdandrea]

If this gets combined with Contact Permission Bulk Updates it will be a huge killer feature.

1. We bulk actions our CW contact types that represent DD permissions
2. Those contact types sync over as tags
3. We filter on those tags and bulk change permissions (if it gets the green light)

This would be such a leap forward in functionality. I can appreciate complexity behind this integration, but wow, if it can happen

[ColoradoNative]

We also really need this. We already have "tags" implemented in Connectwise using Contact Types. Our team does not want to use the Email Broadcast functionality until this data can be sync'd consistently.

[keison-tang]

We have implemented an automation on our end that will sync ConnectWise contact type names to DeskDirector tags. It is an external solution that is not part of the core product.

If you would like this to be set up for your DD instance, create a ticket in our support portal and quote this GitHub issue. Each instance will be scheduled to be checked once a day at a specific hour, so please specify a time and time zone you want to run the sync when you create the ticket.

Details of the sync:

• One way sync from ConnectWise to DeskDirector
• Sync once a day at a time of your choice
• The contact type tags will be prefixed with "ct-". Contact profile tags that start with this prefix will be overwritten on sync. Any other contact tags that don't start with this prefix will remain untouched.

Sync limitations:

• DD tags have specific character and length requirements. Any illegal chars will be replaced with '-' and resulting tags that are over 35 chars will be truncated.
• DD contact profiles have a limit of 10 tags. If count of existing tags + contact type tags exceeds 10, the DD contact profile will not be updated.
• We use a progressive sync procedure. On first sync we will check every CW contact. The largest lastUpdated time of all contacts will be recorded. On subsequent syncs, we will only check CW contacts that have been updated after the recorded largest lastUpdated time. The largest lastUpdated time will be updated and be used for the next sync. And so on. The caveat of this is, if someone were to manually remove any contact type tags from a contact profile in DD admin, they will now be out of sync until their profile is updated in CW.
• We use the same queues and background functions for all instances' syncs. If one instance has a massive number of contacts to be updated this will cause delays for that instance and others.

Sync example:

CW Contact Type Name	DD contact tag
End User	ct-end-user
A $uper Loooooooooong Cont@ct Type N@me	ct-a--uper-loooooooooong-cont-ct-ty