[Legacy] Integrate Fusion with ConnectWise

You can optionally integrate the Fusion platform with the ConnectWise PSA tool. 

When you do this, alerts that originate in Fusion will be pushed to ConnectWise, allowing you to manage and monitor all events from one location.

Instructions

To integrate with ConnectWise:

1. In the Site Details page, click the Settings link.

2. In the Site Settings page, click the Edit button in the PSA Tool section.

3. In the PSA Tool section, use the Configure Using drop-down menu to select your preferred PSA tool. For this example, select ConnectWise. The page expands to display configuration settings.

Enter configuration settings, including:

• In the URL field, enter the URL address for ConnectWise. Please format this URL as illustrated in the following example:
  Correct: connectwise.com
  Incorrect: www.connectwise.com
  Incorrect: http://connectwise.com
• In the API Key field, enter the public API key generated in ConnectWise. For more information, please reference the Collecting Additional Information section below.
• In the API Secret field, enter the private API key generated in ConnectWise. For more information, please reference the Collecting Additional Information section below.
• In the MSP Company ID field, enter the name of the company. For more information, please reference the Collecting Additional Information section below.
• In the Company ID field, enter the ID of the company. For more information, please reference the Collecting Additional Information section below.
• In the Service Type field, enter the type of service action to take. The value entered here must match the value in the corresponding Service Type field in ConnectWise as part of client configuration settings. For more information, please reference the Collecting Additional Information section below.
• In the Location field, enter the client location. The value must match the Territory field in ConnectWise.
• In the Address Line 1 and Address Line 2 field, enter the client company address.
• In the City field, enter the client company city.
• In the State drop-down menu,select the client company state.
• In the Zip field, enter the client company ZIP code.
• In the Ticket Priority field, enter the priority level of tickets that originate from Fusion. For more information, please reference the Collecting Additional Information section below.
• In the Service Subtype field, enter the subtype of the service action to take. The value entered here must match the value in the corresponding Service Subtype field in ConnectWise as part of client configuration settings. For more information, please reference the Collecting Additional Information section below.
• Click the Save button when you are finished.

Collecting Additional Information

Obtain the API Key

You can obtain API information within the ConnectWise service. For the purposes of integrating ConnectWise with the Axcient protection solution, you will need to create a new API key.

1. Log in to ConnectWise and open the System menu.
2. In the System menu, click the Members link.
3. In the Members page, click the API Members tab and then click the plus icon to create a new API Member.
   • In the Member ID field, enter Axcient.
   • In the Role ID field, make sure the role is configured with Add, Update, and Close tickets.
4. Click the Save button but do not close the window. After you click the Save button, you will be given access to the API Keys tab.
5. Click the API Keys tab and then click the plus icon to create a new API key.
   • In the Description field, type Fusion.
   • Click the Save button but do not close the window.
   • Record the public key and private key before you close the window. You will not be able to view the private key again after this window is closed.

The image below details the location of the public key and private key fields (API Secret).

Obtain Login Information

The ConnectWise login information is created when first setting up the ConnectWise service. For the purposes of integrating ConnectWise with the Axcient Fusion platform, you will need to enter the login information used to connect to ConnectWise into the appropriate fields.

Obtain Client Information

To obtain the Client information required to integrate with ConnectWise, you will need to first create a new Company Account for the target Client site. Please refer to the online ConnectWise support for instructions on how to create a Company Account.

To obtain the required Client Company information:

1. Log in to ConnectWise.
2. On the left-hand navigation menu, expand the Companies tab and select the Companies option.
3. In the Company Search page, enter the name of the target company.
4. When found, select the target Company.
5. Record the following Company information:
   • Company address, which corresponds to the Address Line 1 and 2, City, State and Zip fields in the Axcient Web App.
   • Territory field, which corresponds to the Location field in the Axcient Web App.
   • Company ID field, which corresponds to the ID Number in the Axcient Web App.

Obtain Service Type and Subtype

The Service type and subtype are determined by the ConnectWise login account. This ConnectWise account is associated with a specific Service Board, which must be configured as needed by the administrating user. For more information regarding Service Boards, please refer to ConnectWise support.

1. In the ConnectWise left-hand navigation menu, select System and then select Setup Tables.
2. In the Table column, enter the Service Board in the search field and press the Enter key.
3. On the Service Board List page, click on the appropriate Service Board.
4. To find the Service type, click the Types tab and enter one of the listed values in the Service Type field of the ConnectWise configuration page.
5. To find the Service subtype, click the Subtypes tab and enter one of the listed values in the Service Subtype field in the ConnectWise configuration page.

Obtain Priority

The Service priority is determined by ConnectWise login user. This ConnectWise account is associated with a specific Service Board, which must be configured as needed by the administrating user. For more information regarding Service Boards, please reference ConnectWise support.

To obtain priority values:

1. On the ConnectWise left-hand navigation menu, select System  and then select Setup Tables.
2. In the Table column, enter SLA in the search field and press the Enter key. Click the SLA option when it displays.
3. On the SLA List page, select the appropriate SLA option.
4. Enter one of the listed values in the Priority field in the ConnectWise configuration page.