ConnectWise Manage Integration

Configuring the Integration

1. Navigate to Account >> Integrations and click on the ConnectWise tile under Third-Party Add-Ons.
   
2. In a new tab, navigate and sign in to your ConnectWise Manage portal.
   
3. Navigate to System >> Members >> API Members. Select the Member ID of a member with an admin role.
   
   Note: To simplify the process, the Admin role will be the default choice. However, if a more granular approach is required, you can easily use this KB article to do so: ConnectWise API Roles Permissions Required for Integration with Addigy 
4. Select the API Keys tab and click on the +. Once you add a description and click on the save icon, a pair of public and private keys will be generated for you.
   
5. Return to the Addigy portal and enter your ConnectWise Company ID, Public Key, Private Key, and Account URL into the modal window fields. 
6. Click Get Configuration to continue setting up the integration.

Monitoring Service Board

1. Select a Service Board. This will be the board for the tickets generated by monitoring items.
2. Select a Service Board Open Status. This will be the ticket status used when creating a ticket generated by a monitoring item.
3. Select a Service Board Closed Status. This will be the status used when closing a ticket generated by a monitoring item.
   

Self-Service Service Board

1. Select a Self-Service service board. This will be the board for the tickets generated by users through Addigy's Self-Service App.
2. Select a Self-Service service board with open status. This will be the ticket status used when creating a ticket generated by users through the Addigy Self-Service App.
3. Select a Self-Service service board Closed status. This will be the status used when closing a ConnectWise ticket generated by users through the Addigy Self-Service App.
   

Configurations

1. Select the Configurations active status.
2. Select the Configurations inactive status.
   

• If a device is added to a policy that is linked with a ConnectWise company, a configuration will be created for that device in your ConnectWise account.
• If a configuration for that device with that company already exists, we will update the configuration with the Active Status you selected.
• If a device is removed from a policy that is linked with a ConnectWise account, we will update the configuration with the Inactive Status you selected.

Configuration Types

1. Select the default configuration type that will be used when creating configurations for your devices.
2. (Optional) Add Conditional Configuration Types to manage any device configuration type in special cases.

For Addigy to successfully link the devices to configurations in ConnectWise, the configuration type cannot have any required configuration questions. 

Enabling the Configuration

Once you have filled in all the fields, click on the switch on the top-right of the ConnectWise integration widget. If all the information you provided is correct, the integration will be enabled.

Policy Setup 

• Navigate to ConnectWise under Policies > [Policy Name] > Settings > Integrated Systems > ConnectWise Manage, and click Get Companies.

• Set a company.

• Select devices and then click Sync Devices.

Notes

When you link a ConnectWise company to a policy, for every device within that policy, a configuration will be created in your ConnectWise account (or activated if it already exists).

The following fields for the configuration will be updated with the Addigy Device information:

• ConnectWise field = Addigy Field
• name = Device Name
• deviceIdentifier = agentid
• serialNumber = Serial Number
• macAddress = Ethernet MAC Address
• ipAddress = Local IP
• osType = OS Platform
• osInfo = System Version
• cpuSpeed = Processor Speed (GHz)
• ram = Total Memory (GB)
• lastLoginName = Current User

How the Integration Works