Table of Contents

ConnectWise

Niamh Ferns Updated by Niamh Ferns

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 contact/companies, and receiving support requests from users through DeskDirectors 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.

Since ConnectWise released PSA version 2019.5 They have removed their API v1 and v2, you can safely delete integrator login and use key created from this article for integration. 

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 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 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 out the setting at 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, else as 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.

If you are a new client, then just add the details to the sign up form. However, if you are migrating from SOAP to RESTful, then you will need to add the Public and Private key to your DeskDirector Instance then email DD Support so we can enable RESTful syncing.
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Security Role

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

How the RESTful API member Security Role Should Look:

Permissions.png

  

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 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

Integration Tester

When integrating ConnectWise into your, 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 seamlessly running.

You can access this tool via the admin console then head to Advanced > Integration Tester.

This page is used to test integration credential. which includes ConnectWise API 1.5, 2.0 (SOAP) and 3.0 (RESTful).
For the sample above, we are not using API 1.5, 2.0, which is why it is showing the error "Missing integration credential".

This tool also comes 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 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.

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