ConnectWise (Manage) Integration
- Vrushali Parkar
- Vrushali
- Bhuvanachand Komara
This is one of the most commonly used & easy to set up PSA Integration supported by CyberCNS. The advantage of PSA integration is to import company structure from PSA and raise tickets for certain action items as indicated into CyberCNS.
Please allow traffic from 3.22.165.174 (CyberCNS Server) for the On-Premise ConnectWise instance.
Please allow traffic from V3 (CyberCNS Server) under ConnectWise instance for ConnectWise integration to work smoothly.
Region | Originating IP Address for External Scan |
|---|---|
USWEST2 | 44.231.123.15 |
EUCENTRAL1 | 35.158.55.215 |
EUWEST2 | 13.41.172.255 |
APSOUTHEAST2 | 54.206.202.191 |
USEAST2 | 3.22.165.174 |
Select Integration
Navigate to Global Settings() > Integrations and choose ConnectWise from the integrations listed here.
Adding credentials for the ConnectWise Manage Instance requires providing the requested details.
Enter Credentials
Enter Credential Name: Choose a name of your choice for the credentials to be added.
Enter Company: Enter a ConnectWise company name for the credentials to be added.
Enter Domain: Enter the ConnectWise Domain name for the credentials to be added.
Enter PublicKey: Enter the PublicKey of the domain
Enter PrivateKey: Enter the PrivateKey of the domain
Once all the below details are provided, SAVE the data. Likewise, can add multiple credentials in this section using the '+' sign.
Default Template
When the credentials are added, an option to add the Default Template is seen.
Instead of selecting each time for ticket creation in Integration action, we can add a default template here for a particular integration.
In the Default template, choose the Service Board ID, Service Types, Service subtypes, Service Items, Select status for Ticket Creation, Select a status for Ticket Closing, and Priority Id.
Click on Save once all the fields are selected.
When the template is added successfully, under the credentials section next to the credential name will get a green tick mark().
The next step is to map local companies in CyberCNS to ConnectWise Manage companies corresponding to the selected domain.
Setting Up Your Public/Private API keys in ConnectWise Manage
Open the CW Manage desktop app (not the web version) and log in with an account that has access to the Members Screen:
Click + to create a new member. Then, enter all the details required and click on Save Button.
After you click Save, the API Keys tab is selectable. Click + to add a new one then enter a description and click Save.
Once saved, the Public Key and Private Key will generate. Keep the private ConnectWise API key safe in your password manager or other secure location as it will not be visible again after closing this window.
In the new version, the following additional changes are required:
Navigate to System> Setup Tables
Below are the additional required permissions for Closing Service Tickets in order to access the service board details.
Below are the additional requried permissions for Custom Role to get the service board details:
Customize Table Setup:Â
Click on the link (customize) next to Table Setup
Click on the arrows facing to the right to disallow CyberCNS access to all Table Setup options.
Find the following entries in the Disallow Access to these tables and click the arrow facing to the left to move the entries over to Allow Access to these
Company / Configuration
Company / Company Status
Company / Company Type
Service / Priority
Service / Service Board
Make sure to create a default Team for the Service Boards to generate Tickets.
Service / Source
Also, enable Company/ Configuration Status
Click on Save to complete Connectwise Integration successfully.
When Enable Configuration is selected, the assets configuration information captured in CyberCNS is automatically pushed by creating a new configuration under Connectwise mapped company. Configurations corresponding to tickets are added after the ticket's creation under Connectwise Integration.
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Here is the ticket Initial Description in the Service ticket.
Company Mapping
In Company Mapping events for alerting are to be set by using Event Set, Integration Profile, and Manage Company Mapping.
Under the Event Set, click on +Add to add the Alert Rule/s.
Here a set of Events can be set to get notified for. Those events are categorized as Agent, Company, Asset, Ports, Remediation, and AD Audit. Every category will have certain events which can be set.
Enter the Event Name and select the category and an Event/s as required.
Every Category has a set of events/alerts under them which can be selected as per the requirement.
e.g. Asset category has below-listed alerts and selection of all or any is allowed.
For the Ports category, has the below-listed alerts, and the selection of all or anyone is allowed.
For the Remediation notifications via email, MS Teams, Slack OR PSA, any of the below can be selected.
Enable Remediations for Critical and High Severity
Any of the below is used for grouping of action items listed under remediation plan.
To list all the remediations for a company into one ticket OR one email or one message.
Remediation by Company OR
To list all the remediations for an asset into one ticket OR one email or one message.
Remediation by Assets OR
To list all the remediations for a product into one ticket OR one email or one message.
Remediation by Product OR
To list all the remediations for a product but grouped by a fix into one ticket OR one email or one message.
Remediation By Product(grouped by a fix) OR
To create a ticket OR an email or a message for every remediation
Remediation By Asset, Company, And Product.
To Enable Tickets for Remediations with EPSS, one of the Remediation plan need to be selected from the Remediation Group.
For the Vulnerability & Azure error category, the below-listed alert, and selection is allowed.
For the AD Audit category, the below-listed alerts are available and selection of all or any is allowed. (Make sure to select the needed as it will create tickets based on the events)
Choose the listed events to set up CyberCNS Alerting as required.
Choose the Vulnerability alerting events that should be notified on selected channels.
For the Azure AD Audit & Unquoted service path, the below-listed alert and selections are allowed.
For the Reports, the below-listed alerts and selections are allowed.
Once the above details are selected, click on Save.
There is an option to Edit, Set as default, Map Event Set, and Delete the Alert Rules using the Action column. The listed Alert Rule can be edited and deleted if needed.
For setting the created Event as default, select the option Set as Default.
To confirm the Set as a default action, select Yes or No in the confirmation dialogue box.
Once the event is set to default, under Is Default column, the status Yes can be seen otherwise No.
Map Event Set
After incorporating the Event Set, Integration Profile, and managing Company Mapping, proceed to add the Map Event Set. This will prioritize any particular selected Event Set.
Enter the Name of the Event set.
Select the event set, Credential Profile, and Integration Profile from the dropdown. Also please note the Events listed are from the Event set which was only selected for Alerting.
Once selected click on Save.
Click on + to add multiple Map Event Set.
Upon selecting specific event and integration profile, in the Map Event Set, it will generate a ticket, superseding the existing mapping from the company mapping. This process is influenced by the chosen profile and event. For NOT selected events, tickets will be created using the default mapping.
When both function group and filter are employed in the Remediation Map event set, ticket will be created based on group characteristics, giving priority to Remediation Group.
Integration Profile
Users will be able to set Alerting rules from integrations right away for conditions listed under it.
Under the Integration Profile, click on +Add to add the Integration Rule.
Enter the Name, Select the credential, and fill out all of the required fields in the Integration Parameters.
Once the below details are provided, click on Save.
There is an option to Edit, Delete and Set as default under the Integration Rules using the Action column. The listed Integration Rule can be edited and deleted if needed.
For setting the newly created Event as the default, select the option Set as Default.
To confirm the Set as default, select Yes or No in the confirmation dialogue box.
Manage Company Mapping
Click on Manage Company Mapping.
Choose ConnectWise Credentials from the dropdown and click on + Add to add Integration Mapping for specific companies.
In New Company Mapping, choose the ConnectWise Credential which is listed. (These are to be added under the Integration> Credentials section for ConnectWise).
One of below two options could be selected:
Import Companies from ConnectWise:- To import multiple companies listed under ConnectWise to CyberCNS at a time.
Map Existing Company to a ConnectWise company:- To map an existing company in CyberCNS to the existing company under ConnectWise company.
To import companies from ConnectWise, choose Import Companies from ConnectWise, and click on Next.
In the below image, the company can be searched using the search option given.
The Page Size shows the rows per page that can be displayed for search results and the Page shows the number of pages that can be displayed for a search result.
Click on Get Companies to show the list of the companies as requested in the search column.
Once searched as per the choice or the requirement it displays the search result in the Select Companies dropdown.
In case want to manually search the company, you can simply click on the drop-down of ConnectWise Companies and it will list all companies available under ConnectWise.
when the companies are imported, the names will be created with the selected company name and site_id, which refers to site numbers.
This will help create and map companies with different sites to be added.
Once the company is selected, it shows as an additional entry below to proceed further.
To enable the configuration of an asset to be pushed to Connectwise, select Enable Configuration from the section here before saving the company mapping.
If Enable Configuration is selected, the assets configuration information captured in CyberCNS is automatically pushed by creating a new configuration under Connectwise mapped company.
Please choose/select Create Ticket option only if you need the tickets to be generated using this integration.
To get the alerts select the Event Set and Integration Profile and click on Add. Multiple alerts can be added.
Please choose/select Enable Configuration option only if asset configurations are required using Connectwise integration and click Add.
Click on Next.
To help setup Enable Configuration this video can be referred https://www.youtube.com/watch?v=zUffkSb2Y6Y
Now click on Finish to import all the selected ConnectWise companies. This completes importing companies from ConnectWise.
Click on +Add to Map Existing Company to ConnectWise company.
In case the local company is already created in CyberCNS and is to be mapped with ConnectWise company, then select Map Existing Company to ConnectWise company and click on Next.
As shown in the below image, select the Local company( CyberCNS) and ConnectWise company by using a dropdown or with the search bar as per the requirement so it will map the companies accordingly.
Please choose/select the Pause Ticket Creation option only if no notifications are required using this integration and click Add.
Please choose/select Enable Configuration option only if asset configurations are required using this integration and click Add.
Once the company is selected click on ‘Add' to select the company.
Click on Add to see all the details of the selected fields and click on Finish.
when the companies are imported, the names will be created with the selected company name and site_id, which refers to site numbers.
In case Ticket creation is required, click on Enable Ticket Creation.
Select the Event Set, the Integration Profile and click on '+' to add the record.
Delete the Integration profile in case not required using the bin icon as shown below.
Once all the fields are provided, Click on Finish to map all the selected ConnectWise companies.
Delete the company record in case not required using the bin icon as shown below.
Selected companies are shown in the image below, along with details such as Existing Company Name, Company Name, Event Set, Integration Profile, Pause Ticket Creation, Mapped Date, and Enable Configuration status.
Here click on Copy Settings to Copy the company mapping settings to other company mappings.
To copy the settings, select the desired company mappings and click on Update. This will copy the event set, integration profile, and ticket creation fields from the source company mapping to the selected target company mappings.
Using the Action column, you can edit or delete the integration mapping. Any mapping can be edited or deleted, whenever necessary.
Below are the sections in ConnectWise to be referred to for the data
Login to the ConnectWise portal.
Click on Configuration.
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Search with the Configuration type as ConnectSecure.
Below are details of the asset configuration that are pushed by CyberCNS using Enable Configuration feature if selected while mapping the company.
This completes the documentation of ConnectWise Integration.
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