Setup Step 1 - Create API Member in Manage
Follow these steps to create the API member in Manage:
- Log in to ConnectWise Manage as an administrator
- Click on "Members" in the menu under "System"
- Now select the tab "API Members"
- Click on "New Item"
- Now set the following properties, among others:
- Member ID (example: "signl4")
- Member Name (example: "Derdack SIGNL4")
- Role ID: Admin (You may create a custom role for SIGNL4 as documented here.)
- Location
- Business Unit
- Save the member and open the "API Keys" tab.
- Click on "New Item"
- Enter a name (example: "SIGNL4") and save it.
- Now copy the private key (it is no longer visible) and save it together with the public key, both will be needed in the next section.
Setup Step 2 - Configure connector app in SIGNL4
The following steps will now create the connector app in SIGNL4:
- Log in to SIGNL4 as an administrator.
- Select the team in the menu for which you want to create the integration and then click on "Apps".
- At the bottom of the page, under App Templates, select ConnectWise Manage and click "Create".
- Instance URI: The root URL of your ConnectWise Manage instance without any additional path. An example is https://na.myconnectwise.net
- Company ID: Your ConnectWise Manage company id.
- API Member ID: The ID of the API member you created earlier in setup step 1
- Public API Key: The public API key from the API key you created for the API member in Mange
- Private API Key: The private API key from the API key you created for the API member in Mange
- Workflow Name - Triggering Signls: Name of the workflow rule that will be used for the ticket transfer to SIGNL4 (see above). A workflow rule with this name will be created in Manage if it does not exist.
- Workflow Name - Update Signls: Name of the workflow rule used for automatic closing of Signls in SIGNL4 (see above). A workflow rule with this name will be created in Manage if it does not exist.
- Workflow Name - Update CW Tickets: Name of the workflow rule that defines how tickets are updated when Signls are acknowledged or closed in SIGNL4 (see above). A workflow rule with this name will be created in Manage if it does not exist.
- Custom Field Retrieval: Name of the custom field that controls the service ticket retrieval by SIGNL4 (see above). A custom field with this name will be created in Manage if it does not exist.
- Custom Field Status: Name of the custom field required for automatic closing of Signls in SIGNL4 (see above). A custom field with this name will be created in Manage if it does not exist.
- Custom Field User: Name of the custom field required for ticket owner mapping (see above). A custom field with this name will be created in Manage if it does not exist.
- Owner assignment when: Select here whether or when the user who acknowledges or closes in SIGNL4 is to be set as the ticket owner in Manage. The assignment is done via email address, i.e. the email of the user in SIGNL4 must be identical to the email address of the user in Manage ("Office email").
- Status mappings: Select which status updates should each be synchronized between both systems. The ticket status that should acknowledge or close a corresponding Signl in SIGNL4 can be selected on the triggers of the workflow 'SIGNL4 - Update Signls'. The ticket status to be set in CW when a corresponding Signl is acknowledged or closed in SIGNL4 is defined by the actions on the triggers of the workflow 'SIGNL4 - Update CW Tickets'.
- Note options: When a SIGNL4 user comments on a Signl, these comments are added as a note to the service ticket. Choose the flags you want these notes to be assigned (e.g. make sure it is added as an internal comment, not visible to the customer, etc.).
- Additional details: Select which details that may be linked to a service ticket should also be retrieved and added to the Signl.
- Once all fields are configured, click on "Create".
- On the details page that appears for the created app, click "Enable".
- After that, the connector app will connect to ConnectWise and then create workflow rules and custom fields.
Therefore, it may take some time until the app is activated.
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