Description of Issue

When the ConnectWise Service Desk Ticket is created, and the Contact is not yet matched with Quickpass, the Quickpass POD will still allow Technicians to use End-User Identity Verification.

The POD may not show the SMS value as invalid even though the Ticket Appears to have a Valid Cell or Mobile Phone Number.

Cause

The Quickpass POD uses the Contact's Mobile Phone number as the method to reach the End User.  Although the Service Ticket appears to have a Cell Phone or Mobile Number, this value is actually the "Ticket" contact number, not the Contact's Mobile Number.

From the ConnectWise Help Documentation:

Resolution

1. Edit the Contact from either the Companies -> Company -> Contacts Page OR
   
2. Companies - Contacts Page
   
3. Search for or manually find and select the Contact
   
4. Select the Site/Contact Phone Number Drop Down and select Mobile
   
   
   1. If the "Mobile" Option is not listed, you will need to add it to the ConnectWise Contact Communication Type
      1. System -> Setup Tables -> Select Contacts from the Drop Down -> Search and Click Communication Type
      2. Click Add (+)
      3. Description: Mobile
         1. Type - Phone
         2. Map to all the appropriate values
         3. Save
5. Populate the Mobile Value with the value stored in Quickpass or the Ticket Contact information and save the Contact
   
6. Refresh the Service Ticket webpage (refreshing the Ticket will not resolve the challenge)
7. The Verify Identity page should now show the SMS value to send to the End User