Table of Contents

ConnectWise Integration - Common Issues

Niamh Ferns Updated by Niamh Ferns

Tech Portal

"My StreamlineIT users are unable to make time entries on tickets."

By default, adding time entries on tickets is disabled for StreamlineIT members. However, this can be easily enabled on from their own profile in the Tech Portal.

All that is needed is for the Streamline IT member to login to the DeskDirector Tech Portal and click on the Settings tab. From here, select Allow time entries and the tab to add a time entry should now appear when the member has a ticket open in the tech portal.

Emails & Notifications

"Ticket Description missing on emails generated by ConnectWise."

Variables like [fullticketdetails] and [fullticketdetailsformatted] will not be populated by ConnectWise for new tickets logged in DeskDirector. This is unfortunately an API limitation with ConnectWise. You can find more detail and explanation on this GitHub thread.

As a workaround, a flag is available in DeskDirector to ensure that these emails include a ticket description. Open your Admin portal and head to System > Feature Configuration > Tickets and enabled the Ensure ticket created email contains ticket description setting.

Member Impersonation

"I can't update tickets if Member Impersonation is enabled."

This is normal because with member impersonation disabled, the DeskDirector API is used which very likely has the admin role enabled (recommended).

To fix this, login to your ConnectWise instance then go to System > Members. Then either:

  1. Update the role of the member to the same as the DeskDirector API. If you don't want to do do that, proceed to the next option:

- or -

  1. In the Members page, take note of the Role ID of the affected member(s). Head to System > Security Roles then click on the role of the affected member(s) then head to Service Desk > Service Tickets and make sure Add/Edit/Delete/Inquire Level is set to All. Do the same for every affected security role(s).

"I can't add time entries with Member Impersonation enabled."

It's the same concept as above. The needed permission for it is under Finance > Billing Time View and make sure Inquire Level is set to All (or you may also set Add/Delete/Edit to All).

Once you have made these changes, head back to Member Impersonation setting in the DeskDirector admin console and make sure you have enabled it and test if everything works as expected.

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