Wednesday, January 9, 2013

ConnectWise bug: Inactive contact checkbox unchecks itself on save

Edit: According to support, ConnectWise is aware of this and will be rolling out a fix in version 2013.1. Until then, see Holly's workaround in the comments.

The Scenario

In ConnectWise, you want to inactivate a contact. This contact has at least one ticket associated with it.

The Bug

  1. You check the checkbox that says "Inactive".
  2. Immediately you get a popup asking if you want to reassign the tickets to a new user, you decide not to and just click the Update button.
  3. Immediately you are back at the Contact screen and you should see the problem. The inactive checkbox has been unchecked!

  4. Now here is the part that is even more confusing. Even though this checkbox is unchecked, the contact has actually been inactivated and saved. This is a problem because if you simply surf away from this screen without clicking the save button, then everything works very well, but, in the event that you make the mistake of hitting the save button, then the contact magically becomes active again.

The Fix

This should be a very simple fix for ConnectWise to resolve. All they need to do is ensure that the checkbox remains checked after the ticket reassignment popup is presented. For all I know this may have been fixed already. I am on ConnectWise version 20.12.1 (13220).


  1. This comment has been removed by the author.

  2. Hi there Jim,
    Holly Soule here, ConnectWise Virtual Community, I wanted to pop in and let you know that there has been a similar known issue reported: ticket number 1868502.

    At this time a fix is slated to roll out with the 2013.1 version. In version 2012.1 you click update (no changes) the checkbox is unchecked, BUT if you simply click refresh, its back and you can save/close then.

    Moving forward, I'd suggest submitting a ticket with our Support Team ( confirm that this is the same issue.

    Thank you for bringing this to our attention.
    Holly Soule
    ConnectWise Community

  3. Holly,

    That sounds like the same thing I am describing. Good to see the refresh workaround and we'll look for that fix in 2013.1. Thanks for the response.