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Integrating with ConnectWise PSA

Overview

integrates with the Professional Service Automation tool ConnectWise to create Service Tickets in ConnectWise when, for example,a backup or a restore fails in the backup server.

Setting up ConnectWise for integration

The first step for integrating with ConnectWise is to set up the permissions in ConnectWise to allow to access the ConnectWise APIs to post the data. Please follow the steps mentioned below in ConnectWise to setup the permissions:

  1. Click on the Setup menu and then click on Setup Tables

  2. Specify a Username and Password that will use to authenticate with ConnectWise.

  3. For Access Level, select All records

  4. Select the check boxes against Service Ticket API and Company API to allow to invoke the two APIs. For Service Board, select Integration and enter 'localhost' in the Ticket Callback URL

Here are the steps to integrate Backup Server with a ConnectWise site:

How to get here in the Web Console?
 In the top menu, select: "Settings->Third Party Apps configuration"

Step 1:

Log into the backup server web console. Click on the menu Settings -> Third Party Apps configuration .

Step 2:

Select the Enable check box and select ConnectWise from the application drop down box and click save.

Step 3:

Enter the ConnectWise authentication credential details. Once you have entered the details, click on the Verify button.

Note: Please make sure you enter just the site name in Webservice URL. Like for example 'test.connectwise.com'

If the credentials are correct, it will authenticate with the ConnectWise Site and show a successful confirmation. Click on Save to save the authentication details.

Step 4:

Select the modules for which you want the backup server to create Service Tickets in ConnectWise.

  • Backup – Creates a service ticket when a backup fails.
  • Restore – Create a service ticket when a restore fails or completes partially.
  • Replication – Create a service ticket when a replication fails, completes successfully or when it completes partially.
  • Disk Usage – Create a service ticket if the used space exceeds the allotted space or reaches 80% of allotted space at server, customer or client level.
  • License – Create a service ticket when there is shortage in available MCALs for next month at server level or if the trial period for a client expires.

Step 5:

Next, the wizard will take you a page where you need to map the Customers to a ConnectWise Company Account. All failures for backups/clients under a customer will be created as Service Tickets in ConnectWise under the corresponding Company Account.

Click on the Fetch company details from ConnectWise for the backup server to first fetch all the Company Accounts from ConnectWise. Those will then be listed in the dropdown. Then for each of the Customer, select a ConnectWise Company Account. You can also select a Default ConnectWise Company Name under which Service Tickets will be created if there is no mapped Company Name for a Customer or for events that are produce at server level (not associated with a specific customer).

That's it! backup server is now configured to contact the ConnectWise site to create Service Tickets as and when the failed events or alerts are raised by .

Service Ticket in ConnectWise

Here is how the raises Service Tickets will look in ConnectWise application:

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