Integrating Connectwise

To integrate with Connectwise, you must:

• Set up Connectwise
• Follow the Connectwise Integration Wizard 
• Set up your site mappings
• Test your settings

Follow the procedures below:

Set up Connectwise

In this procedure, you create a new API member with the name SKOUT CYBERSECURITY. You will then be able to see the API keys you will need in the following step.

1. In Connectwise, on the taskbar on the right, navigate to Members from the System tab.
   

   
   

2. Click the API Members tab.
   

3. Click + to create a new member.

4. In the Profile section, in Member Name*, enter SKOUT CYBERSECURITY.

   If Member Name is not exactly  SKOUT CYBERSECURITY , the integration may fail.

   

5. In the System section, in Role ID, select a role that has the following permissions:
   • View boards, teams, sources, tickets, ticket notes, company statuses and priorities

   • Edit tickets, ticket notes, and sources

     Permissions required

     Companies Module	Add Level	Edit Level	Delete Level	Inquire Level
     Company Maintenance	None	None	None	All
     Company/Contact Group Maintenance	None	None	None	None
     Configuration – Display Passwords	None	None	None	None
     Configurations	None	None	None	None
     Contacts	None	None	None	All
     CRM/Sales Activities	None	None	None	None
     Import Contacts	None	None	None	None
     Manage Attachments	None	None	None	None
     Management	None	None	None	None
     Notes	None	None	None	None
     Reports	None	None	None	None
     Surveys	None	None	None	None
     Teams Members	None	None	None	None
     Tracks	None	None	None	None
     User Scenarios	None	None	None	None

     Finance Module	Add Level	Edit Level	Delete Level	Inquire Level
     Accounting Interface	None	None	None	None
     Agreement Invoicing	None	None	None	None
     Agreement Sales	None	None	None	None
     Agreements	None	None	None	None
     Billing Rate Maintenance	None	None	None	None
     Billing Reconciliation	None	None	None	None
     Billing View Time	None	None	None	None
     Company Finance	None	None	None	None
     Expense Reimbursement	None	None	None	None
     Financial Dashboard	None	None	None	None
     Invoice Approval	None	None	None	None
     Invoicing	None	None	None	None
     Reports	None	None	None	None

     Project Module	Add Level	Edit Level	Delete Level	Inquire Level
     Close Project Tickets	None	None	None	None
     Close Project	None	None	None	None
     Project Contacts	None	None	None	None
     Project Finance	None	None	None	None
     Project Headers	None	None	None	None
     Project Management	None	None	None	None
     Project Notes	None	None	None	None
     Project Phase	None	None	None	None
     Project Product	None	None	None	None
     Project Reports	None	None	None	None
     Project Scheduling	None	None	None	None
     Project Teams	None	None	None	None
     Project Templates	None	None	None	None
     Project Ticket - Dependencies	None	None	None	None
     Project Ticket - Tasks	None	None	None	None
     Project Tickets	None	None	None	None

     Sales Module	Add Level	Edit Level	Delete Level	Inquire Level
     Closed Opportunity	None	None	None	None
     Opportunity	None	None	None	None
     Opportunity Finance	None	None	None	None
     Reports	None	None	None	None
     Sales Dashboard	None	None	None	None
     Sales Funnel	None	None	None	None
     Sales Order Finance	None	None	None	None
     Sales Orders	None	None	None	None

     Service Desk Module	Add Level	Edit Level	Delete Level	Inquire Level
     Change Approvals	None	None	None	None
     Change Management	None	None	None	None
     Close Service Tickets	All	All	All	All
     Cloud Console	None	None	None	None
     ConnectWise Chat	None	None	None	None
     ConnectWise Control	None	None	None	None
     IT Boost	None	None	None	None
     Knowledge Base Approver	None	None	None	None
     Knowledge Base Creator	None	None	None	None
     Launch Remote Access	None	None	None	None
     Merge Tickets	None	None	None	None
     Print Service Signoff	None	None	None	None
     Reports	None	None	None	None
     Resource Scheduling	None	None	None	None
     Service Tickets - Dependencies	All	All	All	All
     Service Tickets	All	All	All	All
     Service Tickets - Finance	None	None	None	None
     SLA Dashboard	None	None	None	None

     System Module	Add Level	Edit Level	Delete Level	Inquire Level
     Add Licenses	None	None	None	None
     API Reports	None	None	None	None
     Chat with ConnectWise Management Support	None	None	None	None
     ConnectWise Manage lab	None	None	None	None
     ConnectWise Next	None	None	None	None
     ConnectWise Now	None	None	None	None
     Custom Menu Entry	None	None	None	None
     Data Import	None	None	None	None
     Email Audit	None	None	None	None
     List View Export	None	None	None	None
     Manage Hosted API	None	None	None	None
     Marketplace Sharing	None	None	None	None
     Mass Maintenance	None	None	None	None
     Member Maintenance	None	None	None	None
     Member Maintenance - Finance	None	None	None	None
     My Account	None	None	None	None
     My Company	None	None	None	None
     Report Writer	None	None	None	None
     Security Roles	None	None	None	None
     System Reports	None	None	None	None
     Table Setup	None	None	None	All
     Today Links	None	None	None	None

     Time & Expense	Add Level	Edit Level	Delete Level	Inquire Level
     Expense Approvals	None	None	None	None
     Expense Billable Option	None	None	None	None
     Expense Report Entry	None	None	None	None
     Reports	None	None	None	None
     Stopwatch	None	None	None	None
     Time Approval	None	None	None	None
     Time Entry	None	None	None	All
     Time Entry Billable Option	None	None	None	None

6. Enter information in the other fields.
7. Click the name of the member you just created.
   
   Click the API Keys tab.
   
8. Click + to create a new item.  Enter a description and click Save.
   The API keys are now available.
   
9. Make a note of the API keys, especially the Private Key.

Follow the Connectwise Integration Wizard

1. Sign in to the Barracuda XDR Dashboard.
2. Click Administration > Integrations.
3. On the Connectwise card, click Setup.
4. Click Edit Settings and enter your credentials.
5. Click Next.
6. Type the appropriate Board, Source, and Team information, then click Next. 
7. Select your Priority options, then click Next.
8. (Optional) Select your Ticket Status options, then click Next.
9. Map the statuses for your Board, then click Next.
10. Map the statuses for your Other Boards, then click Next.
11. (Optional) Click Edit in any Account row to edit account information. When complete, click Next.

12. (Optional) Click Edit to edit Contact information.

    You can also delete Contact information by clicking Delete. Note that there is no confirmation or Undo for deleting a contact.

13. Click Submit.

Map your Connectwise sites

1. Sign in to the Barracuda XDR Dashboard.
2. Click Administration > Integrations.
3. On the Connectwise card, click Update.
4. Click Edit Settings.
5. Click Next several times until you get to the Ticket Integration page.
6. On the Ticket Integration page, in the row of a company you want to map, click Edit.
7. in the Step 1: search Connectwise companies by keyword box, type the name of the company you want or part of the company name and click Search.
8. In the Step 2: select from the below search results box, select a company.
9. Click Done.
10. Repeat steps 6-9 until you have mapped all the companies you want to map.
11. Click Next.
12. Click Submit.

Test the ticket sync

To test integration settings

1. Sign in to the Barracuda XDR Dashboard.
2. Click Administration > Integrations.
3. On the Connectwise card, click Update.
4. Click Edit Settings.
5. Click Test.

To test your ticket sync

You can test your ticket settings by sending a test email that uses your saved settings.

1. Sign in to the Barracuda XDR Dashboard.
2. Click Administration > Integrations.
3. On the Connectwise card, click Update.
4. Click Edit Settings.
5. Click Send Test.