An Outbound Integration with ConnectWise Manage allows AlertOps users to create, or close, tickets in ConnectWise from alerts in AlertOps.
It can be used in conjunction with a ConnectWise Manage Inbound Integration to close tickets in ConnectWise from alerts that were themselves generated when a ticket was created in ConnectWise. Please note such a configuration must be a closed loop; ticket creation should be initiated either in AlertOps or ConnectWise exclusively.
The following elements are necessary to configure an Outbound Integration with ConnectWise Manage. In most case, these will need to be generated specifically for this Integration, and we'll describe how to produce them:
An API Member in ConnectWise
Public/Private keys associated with the API Member
Your ConnectWise CompanyID (needed to produce the REST API Key)
A ClientID in ConnectWise
A Custom Alert Field in AlertOps to contain the TicketID
All of the above fields entered in your Inbound ConnectWise Manage Integration
When you create an Inbound Integration and enter the key values within your Integration, your Outbound Integration and Workflows for ConnectWise will be generated as templates.
Within Outbound Integrations Navigate to your Generated ConnectWise Manage Integration:
Inside your Integration, you'll see all of your pre-configured methods:
You can modify the Assign Owner, Close Ticket, and Create Ticket based on the relevant ticket fields or data you'd like to update within your Integration method.
For Assign Owner ensure that your AlertOps usernames all match their ConnectWise member names in the environment. In addition, when you click into the Assign owner Method:
Change the value of "inprogressstatus" within quotes to your ConnectWise Manage Board's corresponding status that you'd like to change to when something is moved to in progress.
Follow the same steps for the "Close Ticket" Method as well:
Replace the highlighted text "Closed" to the appropriate closure status which you'd like your ticket to be moved into when closed from AlertOps.
We will need the Custom Alert Field that will contain the Ticket ID that Connectwise will provide. From the Administration menu, select Custom Alert Fields.
Select or add the appropriate Alert Type. In most cases, adding the field to the Standard Alert Type is sufficient, as it will then be present in all alerts. Select the Standard Alert Type. Then press Add Alert Fields.
Name your Custom Alert Field and choose Short String as the Data Type. Save. This will present your Custom Field as a Keyword in the Outbound Integration.
Now that we've got our Custom Field Created, let's navigate to Outbound Integrations into our ConnectWise Manage Outbound and select the "Create Ticket" method.
Within this method, you will update the appropriate fields in which you'd like the ticket to be updated and update the response data with your custom field that you created:
Within Workflows from the Main Menu: You will have your templated Assign Ticket & Close Ticket Workflows already created.
The last step to this process is to add your Workflows to the Escalation Rule you are using within your Inbound Integration:
To apply these Methods automatically, you should use Workflows to trigger them. Learn about Workflows here.
To apply these Methods manually, consider using Outbound Actions.