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Integrating Connectwise

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To integrate with Connectwise, you must:

If you have any issues integrating Connectwise, delete your integration and try again.

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.
    setup.connectwise.step1.png


  2. Click the API Members tab.
    setup.connectwise.step2-3.png

  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.

    setup.connectwise.step4-6.png

  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

      Scroll to the bottom of this page for exact permissions required.

  6. Enter information in the other fields.
  7. Click the name of the member you just created.
    setup.connectwise.step7.png
    Click the API Keys tab.
    setup.connectwise.step8-9.png
  8. Click + to create a new item.  Enter a description and click Save.
    The API keys are now available.
    setup.connectwise.step10-11.png
  9. Make a note of the API keys, especially the Private Key.
Permissions required

connectwise-permissions-1.png connectwise-permission-2.png connectwise-permissions-3.png

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.