AlertOps' Inbound API Integration for Connectwise Manage comes with an in-built option (One-Touch Integration) to configure callbacks for a particular API member/level in CW Manage, and get started in double quick time.

Generate API Keys in ConnectWise Manage.

To begin with, you need to configure a public and private key for an API Member, which will be used to create the callbacks for AlertOps

In ConnectWise Manage, we will create an API Member, and generate public/private keys for that Member.

  • From the System menu, select Members.

  • From the Members page, select the API Members tab

  • Add a new Member by pressing the + button. Provide a MemberID, and a Member Name. Populate the other required fields, but make sure the Business Unit contains the board you want to post to. Save.

  • If you'd like to implement least access privileges, please create a new Role ID with the following entitlements and assign it to your API Member:

Callbacks: Add and Inquire for System > Table Setup
Tickets: Add, Inquire, Edit and Delete for Service Desk > Service Tickets and possibly Closed Service Tickets
Project Tickets: Edit and Inquire Project > Project Ticket

  • Once saved, additional tabs become available. Select the API Keys tab.

  • Press the + to add a new set of keys.

  • Add a description and press save. The fields for Public and Private Keys will be populated with your keys. As noted, copy these out for reference, as the Private Key will no longer be visible once you leave the page.

Make sure you note the Service Board that is configured while creating the API member, since this would/could be used for configuring the callback level

At the Premium Tier, you are limited to one Outbound Integration and two Workflows. Please follow the steps below to delete these prior to creating your Inbound Integration:

Under Workflows, Delete the default Template Create & Close Ticket workflows - Generic Service Desk:

Under Outbound Integrations Delete the default Template Outbound Integration - Generic Service Desk:

Once you've deleted these, you'll be able to properly generate your CWM manage integration and continue.

AlertOps - Inbound Integration

To create alerts in AlertOps when a ticket is created in Connectwise, begin by creating a new Inbound Integration in AlertOps.  

  • Create a new Inbound Integration by choosing the Inbound Integration sub-menu from the Integrations menu.  On the API tab (default) select Add API Integration.  On the Detail screen, choose ConnectWise Manage.

  • On the resulting page, enter the header information, including Integration Name (or keep the default), select an Escalation Rule to define the delivery of notifications, and select a Recipient Group.  Press Save.

  • Once you save the Integration, an API URL will be generated, and down below (in the Basic Settings tab), you will have a section to configure/add the callback.

  • Give the Company ID as your CWManage ID, URL - your CWManage URL, and the Public/Private Key which you obtained/created from CW Manage for the API Member.

  • Click Update. Your Basic Settings page will have another table called 'Callbacks' populated down below (You can alternatively press Add Callback to add additional callbacks for different levels)

  • Add a Callback for whichever Level you would want (Board/Status/Owner). The Level and Name fields are populated automatically based on your CW credentials

  • Select the green tick button, add the callback.

  • Now you can verify if the Callback is added successfully. Navigate to your Connectwise environment. Under Settings > Members > API Members, there is a tab that says 'API Callbacks'. You should have the callback that you configured.

  • Thats it ! You have created/configured the callback! Any service tickets, created from the level you specified in the callback, will now kickoff alerts in AlertOps.

  • Under the Advanced Settings tab, you can specify a more granular level of control over the JSON data that you receive as part of the alert.

  • Expand the URL Mapping section.  

  • The Open and Close conditions for the template are mapped to the Entity^status^name field in the inbound data.  The values provided are common words used in ConnectWise Manage ticket statuses, but if you have modified your status values in ConnectWise Manage, be sure to add the appropriate key words to the Open and/or Close conditions.  Save if you made any changes.

Now, when a ticket is created on the configured board, it will be sent to the AlertOps Integration to generate an alert.

Alert Triggering Information:

AlertOps will automatically create an incident when a new alert is received from CW Manage when the Entity^status^name field contains "New"/"Open".

If an alert with status "New"/"Open" matches an existing Open Alert, AlertOps will recognize the new alert as a duplicate and ignore the alert.

The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with Entity^status^name contains "Finished"/"Closed"

Alert Open/Close conditions can be customized from the Advanced Settings tab of your inbound integration. Click here to view advanced integration options. (For customized mapping)

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