Table of Contents
ConnectWise
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.
Create ConnectWise API Credentials
Creating an API Member
- In ConnectWise Manage, go to
System>Members>API Members - Click
+to create a new API member - In the Member ID field type
DeskDirector - Enter an email address (this should be a functioning email address at your company)
- 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.
- 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.) - Under
System, select the Level* to be Corporate. - 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.
- Click
Save.
Creating an API Key
- Select the API member created for DeskDirector in the previous section and click the API Keys tab
- Click
+to create a new API Key - For description enter
API-Key, then clickSave - 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.
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:
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 Keep in mind that this list may at times be outdated and require some tweaking.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 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.
Legacy SOAP API
If you never created integrator login before, then this article is not for you.
You can find Integrator Login setting page from System > Setup Tables > Integrator Login. Here you should be able to see all your 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 following link to check your version.
https://{host}/login/companyinfo/{login company ID}Migrating to New Credentials
In 2019, ConnectWise has announced deprecation and removal of integration APIv1 and v2 (The SOAP API).
We highly recommend our customers move to ConnectWise API if you have not already done so.
- Create API member and obtain integration credentialRefer to earlier in this document for more.
- Login into your DeskDirector's Admin Portal and navigate to PSA integration page in the under
System > PSA Integration. - Use update integration credential button to add credential you have just obtained
- If you have entered APIv3's credential before, you can perform test on credential at following page.
- Once credential been entered and tested. You can go back to PSA Integration page, and remove SOAP credential.
- You can now testing ticket creation through contacts page and impersonate one of contact.
