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Concept

When a time entry or work item is processed, Thread automatically determines which Default Work Role and Work Type to apply. Instead of requiring manual selection every time, Thread resolves these values using a three-tier priority chain: Ticket → Agreement → Member Thread checks each source in order and uses the first match it finds: If the Ticket has a value, Thread stops there. If not, it checks the Agreement. If neither has a value, it falls back to the Member.
  1. Ticket (Highest Priority)
Thread first checks whether a Work Role/Type has been specified directly on the Ticket. If one is set, it is used — no further lookup occurs. Use this when a specific ticket requires a work role or type that differs from the norm.
  1. Agreement (Fallback)
If no Work Role/Type is found on the Ticket, Thread checks the Agreement associated with that ticket. If the Agreement defines a default Work Role/Type, it is applied. Use this to standardize billing or work categorization across all tickets covered under a particular client agreement.
  1. Member (Final Fallback)
If neither the Ticket nor the Agreement specifies a Work Role/Type, Thread falls back to the Member’s default Work Role/Type — i.e., the one configured on the technician’s profile. Use this as a catch-all to ensure every time entry always resolves to something meaningful.

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Value

  • Eliminates manual entry — technicians don’t need to pick a Work Role/Type on every time entry.
  • Ensures consistency — agreements can enforce standardized billing and categorization across all their tickets.
  • Guarantees a result — the Member-level fallback means every time entry always resolves to something meaningful, even when nothing is configured upstream.
  • Supports exceptions — a single ticket can override the norm without disrupting the defaults set at the agreement or member level.

Related topics

CW Time Entry ConventionsWorkspace Defaults: Time Zone and TimePad SettingsConnectWise Manage API Permissions Reference