ConnectWise Integration

NAVIGATION   Modules > Integrations > ConnectWise

SECURITY  PSA > Read-only access to all PSA Integration pages

SECURITY  PSA > Full access to all PSA Integration pages

Overview

VSA 10's integration with the ConnectWise Manage ticketing platform enables you to create tickets in your ConnectWise Service Desk board based on the notifications that are triggered by your monitored devices.

This article describes the steps to set up the integration.

NOTE  You can only have one PSA integration active in VSA 10 at the same time.

Features

  • Automated ticket creation: Tickets will be automatically generated in the ConnectWise when VSA 10 device notifications are triggered, such as monitoring alerts. These tickets will include all relevant system details and direct links to the device in VSA 10.
  • Priority mapping: As part of ticket mapping, tickets created in ConnectWise via the integration will have their priority set based on the VSA 10 notification priority. This mapping needs to be configured as part of the integration setup. Refer to Configure the integration in VSA 10.

Limitations

  • One-way sync: VSA 10 pushes information to ConnectWise, but does not receive any data from Connectwise.
  • No asset sync: Existing devices in VSA 10 are not automatically created in ConnectWise as assets. Devices that exist in both systems, however, can be mapped together.
  • No two-way ticket sync: Tickets created from VSA 10 notifications will not resolve the corresponding notification in VSA 10 when closed. Likewise, resolving VSA 10 notifications does not close the corresponding ticket in ConnectWise.

How to...

Before ConnectWise and VSA 10 can communicate, you'll need to create an API user in ConnectWise. To do so, perform the following steps:

  1. In ConnectWise Manage, navigate to System > Members.

  2. Click New and select the option to create a Regular member.

  3. The member creation screen will appear. Complete all required details.

  4. Save your changes.

  5. Next, in the top navigation menu, click your profile name and click My Account.

  6. Click API Keys. Refer to the below image for all numbered steps.

  7. Click the icon to create a new API key.

  8. In the Description field, enter a name that clearly conveys this API key's purpose.

  9. Make a note of your Public Key and Private Key values. You won't be able to view the private key again after you complete the creation process.

  10. Click the Save icon. Then, proceed to the next section of this article.

Next, you'll set up the integration in VSA 10 with the API user details you created in the previous section of this article by performing the following steps.

NOTE  If you are using a technician account in VSA 10 that is not an administrator and you need to configure the ConnectWise Manage integration, you will need to first create an API key in ConnectWise Manage and then set up the integration in VSA 10 with the new key.

  1. From the left navigation menu in VSA 10, navigate to Integrations > ConnectWise.
  2. The ConnectWise configuration page will load.

  3. Select your ConnectWise hosting region from the Region drop-down menu.
  4. Complete the Company Name, Api Public Key, and API Private Key fields.
  5. Click Continue.
  6. The ConnectWise Settings modal will appear. Select the service desk board that you'd like to integrate with VSA 10 and the status you'd like to use for new tickets.
  7. Configure the priority mapping for the tickets between the VSA 10 RMM and ConnectWise Manage.

  8. Click Submit..
  9. Define the organization mapping between VSA 10 and ConnectWise. All sites and groups will inherit the same organization mapping; however, if you need to make any manual changes, you can do so.

  10. Click Map Systems. Designate any mapping necessary to identify managed devices that exist in both VSA 10 and ConnectWise.

    IMPORTANT  You can only configure this mapping for devices that already exist in VSA 10 and ConnectWise. ConnectWise will not create new device records based on existing VSA 10 devices.

  11. Save the configuration. The alert types and notifications you selected will begin to create tickets in ConnectWise Manage.