ConnectWise - Q&A during the setup of the SIGNL4 connector - User experience – SIGNL4

We run the install of the connector for ConnectWise PSA and the connector setup never completes – it loops with "Heartbeat timeout. Restarting...".

- Does the connector require the custom fields to be visible on the ticket screen (displayOnScreenFlag) or scoped to all locations/business units? Ours are hidden and limited to one location/BU.

- Could the mismatch between the API member that created the fields ("signl4") and the one running setup ("signl4sec") matter? If so, should I delete the fields/workflow and rerun with a single member?

- Is there a manual way to create the workflow triggers/events on the CW side so the connector can continue?

Answers:

We recommend that you remove the created assets in ConnectWise and start over:

Create one single API member
Assign a location and business unit to it
Let it create the custom fields, make sure they are scoped to the boards the API member has access to (should be automatically the case)

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