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:

• ConnectWise Standard
• ConnectWise Premium

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

1. Open ConnectWise Manage and navigate to the "Manage" column on the left of the screen 
2. Once this panel is open navigate down to the "System" tab (Gear towards the bottom) 
3. Open the "Security Roles" tab
4. Now click on the "+" symbol to create a new role.
5. Once on this screen type the name of the new role you'd like to add next to the Role ID: line
6. 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 "Finance" to expand the list of permissions.

 

Then in the "Agreements" row please set the "Add Level", "Edit Level" and "Inquire Level" columns to "All" as shown in the image below.

Now click the dropdown arrow to the left of Service Desk to expand the list of permissions.

Then in the "Close service tickets" row please set the "Edit Level", and "Inquire Level" columns to "All". Next, access the "Service Tickets" row, and please set the "Add Level", "Edit Level" and "Inquire Level" 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:

1. Member ID  
2. Member Name 
3. Role ID (Please choose the New Role that was just created)
4. Location (please choose an active location)
5. Business Unit (Admin)
6. Notes (optional)
7. 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:

 

 

Now you will be able to authenticate a connection between ConnectWise and the SaaS Alerts application. Please follow the "Adding the ConnectWise Connection" steps.

 

Note: Whitelisting IP to use 35.224.156.102 must be allowed on ConnectWise for SaaS Alerts integration.

 

 

Adding the ConnectWise Manage Connection

Currently, SaaS Alerts supports PSAs such as ConnectWise, Autotask, and Kaseya.  It enables the ability to send Critical and Medium alerts directly to your PSA. 

 

After completing our " ConnectWise Manage Security Permissions " step-by-step guide, you will be ready to add the PSA connection to SaaS Alerts. Please follow these steps:

 

Log in to SaaS Alerts and click on "Settings" in the lower-left corner of the window.

 

 

 

Scroll down to "PSA & Email". 

Click on the "+" button and a new window will open.

 

Select ConnectWise to start the integration

In the first field, enter your Company ID.  This is the same as the "Company" name you normally use to log in to ConnectWise Manage.   As an example, this would be your company ID:

• Enter your URL: this is the URL where the login form appears. For Example: mycompany.connectwise.com
• Enter the Private key.
• Enter the Public Key.

Click on "Next" to proceed to step #2 of the required fields. 

 

If you want to learn how to generate API keys on ConnectWise please follow our guide ConnectWise Manage Security Permissions section  "Generating API Keys"

 

 

 

Selecting Parameters

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.

Customer Mapping

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. 

 

 

For Example Map Automated Org-2022... to its equivalent in ConnectWise by clicking and selecting the ConnectWise option in the dropdown.  Click on next to go to the last step of the required fields. 

Note: Please verify if you previously added any of the organizations listed on "Import New Customer" window to the SaaS Alerts organizations table before importing a customer. Selecting an existing organization will create a duplicate. This feature is intended to simplify the onboarding process for new partners exporting new organizations from ConnectWise to SaaS Alerts.

 

Agreement Mapping is only active if you enabled Agreement Mapping when first setting up parameters. You may enable it by using the Agreement Mapping toggle button.

 

 

Note: SaaS Alerts displays the “Description” of the product, not the “Product ID”.

 

 

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.  

 

Note: Whitelisting IP to use 35.224.156.102 must be allowed on ConnectWise for SaaS Alerts integration.