Setup instructions for ConnectWise PSA Integration
Connecting to ConnectWise PSA (Formerly Manage)
With SaaS Alerts you are able to integrate your Professional Services Automation (PSA). This feature will allow SaaS Alerts to send Critical and Medium alerts directly to your PSA.
ConnectWise PSA supported packages:
In order to integrate ConnectWise PSA to SaaS Alerts first, you need to add the Security Permissions. If you added the Security Permissions already please skip over to the "Adding the ConnectWise Connection" guide. If the permissions have not been set please follow the steps below:
Adding a new Security Role
Open ConnectWise Manage and navigate to the "Manage" column on the left of the screen
Once this panel is open navigate down to the "System" tab (Gear towards the bottom)
Open the "Security Roles" tab
Now click on the "+" symbol to create a new role.
Once on this screen type the name of the new role you'd like to add next to the Role ID: line
Finally, click the save icon directly above (see the second image in this step).
Accessing Security Permissions for the New Role
Now the new role user exists it will appear in the list of security roles.
Click on the name of the new role and this will open a new page of permissions.
As shown in the image above click the dropdown arrow to the left of "Companies" to expand the list of permissions.
Then, for the "Company Maintenance" and "Contacts" rows please set the "Inquire Level" columns to "All" as shown in the image below.
Now click the dropdown arrow to the left of "System" to expand the list of permissions. Ensure that "API Reports" has the "Inquire Level" set to "All". Then in the "Table Setup (customize)" row please set the "Inquire Level" column to "All".
Next, click the "(customize)" link next to "Table Setup" to access the "Update Security" window.
Click the two arrows (>>) pointing towards the right to move all items from the "Allow Access to these" to the "Disallow Access to these" lists. Then find "Project / Project Board", "Service / Service Board" and "Service / Source" in the list on the right and click the single left arrow (<) to move those items to the "Allow Access to these" list on the left.
To save changes simply click on "Save" in the "Update Security" window. Then click the "Save and Close" icon near the top.
To save all changes click on "Members" in the left column and this will bring up the Save Dialogue box, please click "Save" to continue.
Creating a new API Member
Per the previous permission step, you should now be on the 1. "Members" page. Please follow the steps below to create a new API member.
2. Head over the "API Members" tab.
3. Click on the "+" to get to the screen for creating your new API member.
Once the "New Member" Profile page is open please fill in the following areas:
Role ID (Please choose the New Role that was just created)
Location (please choose an active location)
Business Unit (Admin)
Please click the save icon to continue
Generating API Keys
Now that the new API Member has been created please click the "API Keys" tab towards the top of the Profile Page as shown in the image below.
In the new Public "API Key" screen, please click on the "+" icon. You will need to fill in a description of the key and click the save icon. Please see the image below:
The newly generated "Public Key" and "Private Key" will populate. You will need to copy down the Private key as this is the only time it will be available for viewing within the system. Please see the image below:
Here you need to map your board, board status, medium and critical SaaS Alerts ticket priorities to your CW instance. In other words, when an alert is created what board should it go to? With what status? When we generate a medium priority ticket what should it map to in your ConnectWise instance?
Click on next to go to the next step of the required fields.
TIP: It's recommended to select the Group by "User+Alert" setting, by doing so it will display the alert details in the subject of the ConnectWise ticket and at the same time organize your tickets by username and alert.
Optional: If you want to map our tickets to an agreement you can choose this as well.
First, select a company type and company status filter.
For example Customer/Active.
Next, set a default Company for any unmapped tickets. After that, you have the option to map your SaaS Alerts Organizations to your ConnectWise companies.
Click on next to go to the next step
Import New Customers will allow you to import your companies into SaaS Alerts.
Agreement Mapping is only active if you enabled Agreement Mapping when first setting up parameters.
User Sync Day - Billing Date The initial product additions to the agreements and the initial billable account sync to Connectwise will occur on the date that you choose, below. Most partners set this date to be the date of their SaaS Alerts billing date, so that things line up properly:
Click on finish.
After successfully completing this integration, Medium and Critical SaaS Alerts tickets will generate tickets in ConnectWise.