ConnectWise

Setting up ConnectWise Integration

Integrating with ConnectWise will allow you to use ConnectWise as your primary PSA while still making use of DeskDirector for your daily work, interacting with tickets, responding to end users, managing contacts/companies, and receiving support requests from users through DeskDirector's extensive Service Catalogue features.

To set up ConnectWise, you need to create an API member and add it to the Admin portal under System > PSA Integration as shown below.

Create ConnectWise API Credentials

Creating an API Member

1. In ConnectWise Manage, go to System > Members > API Members
2. Click + to create a new API member
3. In the Member ID field, type DeskDirector
4. Enter an email address (this should be a functioning email address at your company)
5. You can give a generic member name, such as Support Agent or a more specific name based on preference.
   Note: There is a known issue with the ConnectWise email system where it will use an API member's name instead of the note's owner when a note is logged by an API member on behalf of a given user.
6. Under System, select the Role ID Admin - OR - select the custom security role you have created. (Custom security role, we will detail the setting at the end of this article.)
7. Under System, select the Level* to be Corporate.
8. Fill in any remaining required fields. For fields that aren't required, feel free to leave these blank or choose the default setting. The values you enter into these fields won't impact DeskDirector.
9. Click Save.

Creating an API Key

1. Select the API member created for DeskDirector in the previous section and click the API Keys tab
2. Click + to create a new API Key
3. For description enter API-Key, then click Save
4. Make sure to write down the private key somewhere, otherwise it will only show up when it is created!

Entering the API Key into DeskDirector

Add the keys to your DeskDirector under the System > PSA Integration in the Admin Console.

Security Role

Admin role is recommended. DeskDirector is an ever-evolving platform, where permission to all the APIs avoids future modification requirements when the platform evolves.

How the RESTful API Member Security Role Should Look:

Custom security role for API member (Minimum requirements)

Below is the minimum requirement for custom security roles. Keep in mind that this list may at times be outdated and require some tweaking. We will continue to update this as DeskDirector evolves. (Security Role is under ConnectWise PSA > System > Security Roles.)

Companies

Finance

Marketing

Procurement

Project

Sales

Service Desk

System

Time & Expense

StreamlineIT

Streamline IT members can use the DeskDirector Tech Portal just as a normal member can; however, there are a few restrictions we place on these users.

Setting Up & Managing Restrictions

1. Restrict Company Access
   StreamlineIT users must have company restrictions set up in order to log in to the DeskDirector Tech Portal. To set this up, open your Admin Portal and head to TECH > Members > {member name} > Tickets > Company Restriction . Search for the company by typing into the form, then select the company/companies the member belongs to.
2. Restrict Board Access
   StreamlineIT users must have board restrictions set up as well. To set this up, go to your admin console and head to TECH > Members > {member name} > Tickets > Board restriction then select the boards the member will be working out of.

Integration Tester

When integrating ConnectWise into your environment, you can easily test if the integration was successful by using the Integration Tester. This will show up any issues with your PSA integration and will allow you to confirm whether the integration is running.

You can access this tool via the Admin Portal then head to Advanced > Integration Tester.

This tool also comes in handy when trying to troubleshoot sync issues like missing entities (boards, tickets, contacts, etc) in your DeskDirector instance that are present in ConnectWise. The detailed breakdown of whether companies, contacts, configuration, members, boards (and others) synced from ConnectWise to DeskDirector helps narrow down on what/where the sync issue is.

This tool will go hand-in-hand with the Diagnose Entities tool when troubleshooting.

Member Impersonation

Member impersonation is a feature that allows our system to modify tickets, create notes and perform other ticket actions by impersonating the member instead of appearing as the DeskDirector API. With member impersonation enabled, any action on the ticket is logged as the member in the payload (or in ConnectWise's ticket audit log). With it disabled, anything done on a ticket is logged under the generic DeskDirector API.

You can easily enable member impersonation from your DeskDirector Admin Console under System > PSA Integration > Impersonation:

Legacy SOAP API

If you have never created an integrator login before, then this article is not for you.

You can find the Integrator Login setting page from System > Setup Tables > Integrator Login. Here, you should be able to see all the integrator logins you have created in the past. If you are using ConnectWise PSA 2020.1 or later, you can safely delete all of these. No integrator can use those settings anymore.

For users of ConnectWise PSA Cloud, you can safely assume that your version is higher than 2019.5 and remove your integrator login credentials. For on-prem ConnectWise, if you don't know your ConnectWise PSA version, you can use the following link to check your version.

https://{host}/login/companyinfo/{login company ID}

Migrating to New Credentials

In 2019, ConnectWise announced the deprecation and removal of integration APIv1 and v2 (The SOAP API).

We highly recommend that our customers move to ConnectWise API if they have not already done so.

1. Create an API member and obtain an integration credential
   Refer to earlier in this document for more.
2. Log in to your DeskDirector's Admin Portal and navigate to the PSA integration page under System > PSA Integration .
3. Use the update integration credential button to add the credential you have just obtained

   

4. Once you have entered your new credentials, DeskDirector will perform a test of the API for you before continuing
5. Once your credentials have been entered and tested. You can go back to your PSA Integration page, then remove the SOAP credential.
6. You can now test ticket creation through the contacts page and impersonate one of your contacts.