ConnectWise Integration Guide

This document provides step-by-step guidance for configuring and setting up 2-way ConnectWise integration in both Single-Tenant and multi-Tenant configurations based on customer requirements. 

Overview

• Single-Tenant Configuration: Setup at the tenant level for ConnectWise connected to individual customer accounts.
• Multi-Tenant Configuration: Managed service providers (MSPs) and managed security service providers (MSSPs) managing the ConnectWise instance and integration, can map multiple tenants to their respective company identifiers, enabling seamless ConnectWise integration across all customers.
• Outbound Policies: Define specific conditions for creating service tickets.

Pre-requisites 

1. User Roles Required

To integrate Resolution Intelligence Cloud with ConnectWise, ensure you have one of these roles:

• Global Admin
• Owner
• Configuration Manager

2. Requirements

• Resolution Intelligence Cloud™ (RIC): An active account with the required subscription plan.   
• ConnectWise: Admin-level access, including: 
  • Company ID 
  • Client ID 
  • Public and Private keys for authentication 
  • Custom fields (RI ActOn ID and RI ActOn Link) defined in ConnectWise. To define custom fields, refer to Defining Custom Fields in ConnectWise article.  

Configuration Steps 

Single-Tenant Configuration

In a single-tenant setup, you can enable and authenticate ConnectWise integration and map the tenant to its respective company identifier. When an ActOn or Situation is generated within the tenant, a service ticket is automatically created under the associated company identifier in ConnectWise, provided the conditions defined in the outbound policy are met.

For single-tenant setups, you must:

• Enable Integration and configure authentication details. See Enable and Authenticate Integration.
• Map the tenant. See Map Tenant to Company Identifier.
• Configure outbound policies. See Configure Outbound Policy.

Enable and Authenticate Integration

Use this procedure to enable and configure inbound and outbound authentication details for seamless communication between ConnectWise and Resolution Intelligence Cloud

1. Click the gear icon in RIC or navigate to Configurations > Integrations.
2. Locate and click the ConnectWise tile.
3. Click Add Integration and select New Integration.

4. Under the Authentication section: 

5. Configure Inbound Authentication: 

6. Set Authentication Type: JSON Web Token (JWT). 

7. Configure Token Source: URL. 

8. Configure Outbound Authentication: 

9. Set Notification Type: REST API. 

10. Provide details (Base URL, Company ID, Client ID, Public Key, and Private Key). 

11. Click Save to establish a secure connection. 

Map Tenant to Company Identifier

At the tenant level, you can map a tenant to its corresponding company identifier. This mapping ensures that any ActOns created in the specified tenant are automatically generated as service tickets in ConnectWise under the company or board to which the tenant is mapped.

Use this procedure to map the tenant to the company identifier.

1. Click Add Tenant Mapping at the top-right corner, which appears after successful authentication. Alternatively, you can select the Tenant Mapping section on the ConnectWise page to navigate to the mappings page.
2. Click Add Mapping.

3. Select a tenant from the drop-down and enter the corresponding company identifier. 

4. Click Add Row to include the mapped tenant details, and then click Save.

You can also perform the other actions on this mappings page: 

• To edit the company identifier of this tenant, click the kebab menu and select Edit.  
• To delete the tenant from the list, click Delete.  
• To deactivate the tenant from the list, click the kebab menu and select Deactivate.  
• To activate the deactivated tenant from the list, click the kebab menu and select Activate.

Configure Outbound Policy

Each tenant setup includes a default ActOn policy, which can be edited. You can modify the conditions under which ActOns are generated. Only ActOns that meet the conditions defined in the outbound policy will be created as service tickets in ConnectWise.

Follow this procedure to create an outbound policy:

1. Access the Outbound Policies section.
2. Create or edit a policy to define conditions for generating tickets (e.g., ActOns with status “In Progress”).
3. Save the policy.

For detailed explanation, see Outbound Policies.

Multi-Tenant Configuration

At the organization level, MSSPs can enable and authenticate ConnectWise integration, as well as complete tenant mapping either individually or in bulk. This action is performed on the tenant mapping page, where users can map tenants to company identifiers individually or use the bulk upload feature for greater efficiency. Once completed, the authentication and mapping details are automatically propagated across the corresponding tenants.

When an ActOn is generated for a tenant, a service ticket is automatically created under the associated company identifier in ConnectWise, provided conditions defined in the outbound policy at the organization level are met.

Note: If a tenant is mapped to a company identifier at the organization level, the users at the tenant level can view the configured details but cannot edit them.

For multi-tenant setups at the organization level, users must:

• Enable Integration and Configure inbound and outbound authentication details. See Enable and Authenticate Integration.
• Map tenants in bulk. See Map Multiple Tenants.
• Define outbound policies. See Define Outbound Policies.

Enable and Authenticate Integration

Use this procedure to enable and configure inbound and outbound authentication details for seamless communication between ConnectWise and Resolution Intelligence Cloud

To enable and authenticate ConnectWise integration at the organization level:

1. In RIC, navigate to Configurations > Integrations.

2. Locate and click the ConnectWise tile.

3. Select New Integration.

4. Follow the same authentication process as in Single-Tenant Configuration. See Enable and Authenticate Integration.

5. Save the details.

Map Multiple Tenants 

At the organization level, you can map one or more tenants in Resolution Intelligence Cloud to their respective company identifiers. You have the option to map tenants individually or use the bulk upload feature for more efficient operations. Once the mapping is applied at the organization level, the details are automatically applied to the corresponding tenants. When an ActOn is created within a tenant, a service ticket is generated in ConnectWise under the company to which the tenant is mapped.

Use this procedure to map tenants to their respective company identifiers:

1. Click Add Tenant Mapping in the top-right corner, which appears after successful authentication. Alternatively, you can select the Tenant Mapping section. Both options will direct you to the Tenant Mapping page.
2. Bulk Mapping: 
   1. Download the CSV template from Bulk Add > Download CSV Template.

2. Populate tenant names and company identifiers in the template. 

3. Upload the completed template via Bulk Add > Import CSV File. 

3. Individual Mapping: 

1. Click Add Mapping and manually map tenants to their respective company identifiers. 

4. Save the mapping details.

You can also perform the following actions on this mapping page: 

• To edit the company identifier of any tenant, click the kebab menu and select Edit. 
• To remove a tenant that is no longer required, click the kebab menu and select Delete. To delete multiple tenants at once, select the check boxes next to the tenants you want to remove, then click Delete. 

• To deactivate a tenant, click the kebab menu and select Deactivate. To reactivate a deactivated tenant, click the kebab menu and select Activate.

Define Outbound Policies

By default, a predefined ActOn policy is available at the organization level. Users have the flexibility to edit this default policy or create new outbound policies. These policies determine the conditions under which service tickets are created in ConnectWise when ActOns or Situations are generated. Policies can be configured to create tickets for all ActOns or Situations or only for those that meet specific criteria defined in an outbound policy. Any policy configured at the organization level is automatically applied to all tenants within the organization.

To create an outbound policy, see Outbound Policies.  

Synchronization of Fields Between Resolution Intelligence Cloud™ and ConnectWise

The 2-way integration between Resolution Intelligence Cloud™ (RIC) and ConnectWise ensures seamless synchronization of key fields. Any updates made in either system is reflected in the other, providing unified and real-time visibility for ActOns and Situations.

Fields Synchronized

Field Name	RIC to ConnectWise	ConnectWise to RIC	Description
Team	✓	✓	Updates to the assigned team in RIC or ConnectWise are synchronized to ensure consistency in task assignments.
Subject	✓	✓	Changes to the subject line or title of the ActOn or service ticket are mirrored across both systems.
Priority	✓	✓	Updates to the priority level (e.g., High, Medium, Low) are reflected to maintain alignment in task importance.
Notes	✓	✓	All note updates are synchronized bi-directionally. Note: Internal notes are not processed to ConnectWise. However, notes from Resolution Intelligence Cloud—including work notes, resolution notes, and system notes—are sent to ConnectWise and saved under Discussion Notes. Notes received from ConnectWise are displayed as Work Notes in Resolution Intelligence Cloud.
Status	✓	✓	Status changes (e.g., Open, In Progress, Resolved) are updated in both systems to track progress effectively.
Attachments	✓	✗	Attachments from ActOns in RIC are sent to ConnectWise service tickets. Attachments cannot flow from ConnectWise back to RIC.

Defining Custom Fields in ConnectWise

To ensure seamless integration, define custom fields in ConnectWise to store ActOn IDs and links:

1. In ConnectWise, navigate to System > Setup Tables > Custom Fields.

2. Add fields on the Service Ticket Screen:

   - Field Name: RI ActOn ID (Type: Text)

   - Field Name: RI ActOn Link (Type: Hyperlink)

3. Save and apply the fields to relevant departments and boards.

Editing Authentication Details

To update authentication details:

1. Navigate to Configurations > Integrations.

2. Select the ConnectWise tile.

3. Under the Authentication section, click Edit.

4. Update the required details and click Save.

Deactivating Integration

To deactivate the integration:

1. Navigate to Configurations > Integrations.

2. Locate the ConnectWise tile and click the ellipsis menu.

3. Select Deactivate and confirm.

Summary

The 2-way ConnectWise integration allows for seamless synchronization between RIC and ConnectWise, supporting both single-tenant and multi-tenant configurations. This guide simplifies the setup process into actionable steps, ensuring efficient and secure integration for various customer requirements.

For further assistance, contact support at support@ric.com