SmartClassifier - Connectwise

Detailed steps for how to use the SmartClassifier for Connectwise (please ask your CSM for access if you don't see it in the Admin panel)

*Note - CW API User used in CrushBank needs to have the following security modules set for this feature to work. Please check the role and confirm permission exists before proceeding.

  1. Service Desk -> Service Tickets -> Edit

If you are going to use our Auto Configuration you will also need the following:

  1. Service Desk -> Service Tickets -> Add and Delete
  2. System -> Table Setup-> Edit,  Add and Delete


The SmartClassifier allows you to use CrushBank's AI to automatically classify your ticket Types and Subtypes based on the content of the ticket. As a company admin, you can access the SmartClassifier by clicking Admin -> Ticket Classifier.

Screenshot 2023-03-07 at 11.30.49 AM

Steps for setup

  1. Send an email to requesting to setup the SmartClassifier for your organization.
  2. Once you are setup, go to Admin -> Ticket Classifier to get started.
  3. Select the tab of the board you want to auto classify.
    1. Screenshot 2023-03-07 at 11.20.53 AM
  4. Decide if you want to use your existing types & subtypes for the service board or if you want to reconfigure your types / subtypes / items based on our template (recommended).
    1. If you choose to keep your existing setup, you will need to map each of your type and subtype combinations to our list of concepts.
    2. If you choose the autoconfigure option (Recommended), CrushBank will replace all of your types / subtypes / items with our IT Service Model template.
      1. Screenshot 2023-03-07 at 11.20.25 AM
      2. Screenshot 2023-03-07 at 11.25.51 AM
  5. Select the statuses you want to designate for New Tickets.
    1. Screen Shot 2022-02-03 at 6.16.43 PM
  6. Select the statuses you want to designate for Closed Tickets.
    1. Screen Shot 2022-02-03 at 6.15.44 PM
  7. The Default Type and Default Subtype drop down menus are used to select a Type and Subtype in case the system cannot classify the Type and Subtype for the ticket.
    1. Screen Shot 2022-02-03 at 6.18.01 PM
    2. Creating a type and subtype called MUST CHANGE is good practice and can be used for these drop downs.
  8. If you did not select the autoconfigure option, go through each type and subtype combination and select the concepts that best match it.
    1. eg. If the type is Server and the subtype is IIS, select the following concepts:
      1. iis
      2. windows
      3. windows-server
    2. Screen Shot 2022-02-03 at 6.14.46 PM
  9. If you have the Enabled box checked, the classifier will beginning running and logging results which will be delivered to you in reporting. This is ideal for testing your setup and looking at the classification results before making it live. In order to update tickets in your CW system, you must also check the Update External System checkbox.
    1. Screenshot 2023-03-07 at 11.31.44 AM
  10. Click the Save button on the top right of the page to save your changes.

*Note - Autoconfigure will fail if you do not have the appropriate permissions setup for the api user. It will also fail if you have an auto template associated to the service board. You will need to delete the auto template association, run the autoconfigure, and then recreate the auto template association.