ConnectWise PSA integration

Note that ConnectWise PSA was previously known as ConnectWise Manage.

If you’re new to integrations in Rewst, read through our introductory integration documentation here.

What does the ConnectWise PSA integration do?

Our ConnectWise PSA integration enables the automation of PSA tasks. Use the ConnectWise PSA API within Rewst workflows to perform actions such as managing agreements, contacts, and tickets.

Why use the ConnectWise PSA integration?

Here’s just a taste of what you can automate with relevant Crates, after you've set up your ConnectWise PSA integration:

• Add your child organizations, also known as customers, to Rewst.

• User onboarding and offboarding

• Categorize tickets using OpenAI

Integration prerequisites

Rewst has a number of tasks that can be performed using the ConnectWise API, all of which require different permissions. You can review the ConnectWise PSA Security Roles Matrix for more information.

You'll need an active ConnectWise Developer account to access the above URL.

Set up the ConnectWise PSA integration

Setup steps in ConnectWise

1. Create a security role in ConnectWise PSA

   1. Navigate to System > Security Roles.

   2. Click + in the top left of your screen.

      
   3. Name the security Role Rewst API.

   4. Click save.

   5. Set your permissions as per the Permission requirements for ConnectWise PSA integration section of this document.

2. Create an API account.

   1. This can be done by following ConnectWise's own instructions.

   2. Note that you'll need to be signed in to ConnectWise PSA to view the documentation.

3. Create an API member.

   1. Navigate to System > Members > API Members.

   2. Click + to create a new API member.

      
   3. Enter a Member ID and Member Name. We suggest naming each of these Rewst.

   4. Select Rewst API as your Role ID.

   5. Select your highest Level, such as Corporate (Level 1).

   6. Select a Location, Department, Name, and Default Territory, as per your company guidelines.

   7. Click Save.

   8. Click on the Rewst API member.

   9. Click API Keys +.

   10. Add a new API Key.

   11. Add Rewst API as the Description.

   12. Click Save.

   13. Copy and save the public and private key in a secure location. You'll need these to move on to the rest of the setup steps in Rewst.

Creating an API Member in ConnectWise PSA

Public and Private Key

Set up steps in Rewst

1. Navigate to Integrations in the left side menu of your Rewst platform.

2. Search for ConnectWise PSA in the integrations page.

3. Click on the integration tile to launch the configuration setup dialog.

4. Choose from either Production or Demo Mode for the setup of your integration:

   1. Production: Connect with real credentials for live data

   2. Demo Mode: Explore the integration with simulated mock responses

5. Click Next: Configure and Authenticate.

6. Select + Create New Credential from the Credential drop-down selector.

7. Enter the information copied from ConnectWise into the relevant fields:

   1. The Hostname for ConnectWise PSA

   2. The Company ID used when logging into ConnectWise PSA

   3. The Public API Key

   4. The Private API Key

8. Optionally, change the Parameters menu's conditions to filter what companies are returned by the API.

9. Click Save Credential.

10. Click Next: Confirm.

11. Click Install Integration. The integration will now appear in the top Connected section of your Integrations page.

12. Click on the installed integration. Scroll down to the Org Mappings section of the configuration page and complete organization mapping as needed.

Triggers for ConnectWise PSA integration

Table of triggers

Trigger type name	Type	Description
Activity Record Saved	Webhook	Receive notifications when an Activity record is saved in ConnectWise PSA
Agreement Record Saved	Webhook	Receive notifications when an Agreement record is saved in ConnectWise PSA
Company Record Saved	Webhook	Receive notifications when a Company record is saved in ConnectWise PSA
Configuration Record Saved	Webhook	Receive notifications when a Configuration record is saved in ConnectWise PSA
Contact Record Saved	Webhook	Receive notifications when a Contact record is saved in ConnectWise PSA
Expense Record Saved	Webhook	Receive notifications when an Expense record is saved in ConnectWise PSA
Invoice Record Saved	Webhook	Receive notifications when an Invoice record is saved in ConnectWise PSA
Opportunity Record Saved	Webhook	Receive notifications when an Opportunity record is saved in ConnectWise PSA
Product Catalog Record Saved	Webhook	Receive notifications when a Product Catalog record is saved in ConnectWise PSA
Project Record Saved	Webhook	Receive notifications when a Project record is saved in ConnectWise PSA
Purchase Order Record Saved	Webhook	Receive notifications when a Purchase Order record is saved in ConnectWise PSA
Schedule Entry Record Saved	Webhook	Receive notifications when a Schedule Entry record is saved in ConnectWise PSA
Ticket Record Saved	Webhook	Receive notifications when a Ticket record is saved in ConnectWise PSA
Time Entry Record Saved	Webhook	Receive notifications when a Time Entry record is saved in ConnectWise PSA

ConnectWise PSA pod configuration

Pod authorization

Pods are a way to customize each of your screens in ConnectWise with relevant information that is often out of the view or displayed elsewhere in ConnectWise. Note that pods do not allow the use of the fat client due to authorization pass-through issues. This means that you can use the web client to access pods.

During pod configuration, you'll need to update your Rewst base URL to match your geographic Rewst instance. This will vary depending on which Rewst instance you are on. Identify your instance by the URL you use to access Rewst. Please use the following table as a guide to identify your Rewst base URL

Rewst URL	Base URL
app.rewst.io	engine.rewst.io
app.eu.rewst.io	engine.eu.rewst.io
app.rewst.eu	engine.rewst.eu
app.rewst.asia	engine.rewst.asia

Configure ConnectWise pods

1. Login to ConnectWise PSA as a user that has access to the setup tables. This is likely an admin account.

2. Click System on the bottom left of the ConnectWise PSA UI.

3. Click the Setup Tables menu that appears.

4. Enter *api in the table filter. Your returned result should be Manage Hosted API.

5. Click Add and use the below settings:

   1. Description - Enter Rewst

   2. Screen - For our example, we use Service Tickets

   3. Origin - <rewst_url> Note that you'll need to update this origin URL to match your Rewst instance. Determine your instance by referencing the instance table above.

   4. URL - https://<rewst_url>/organizations/<org_id>/integrations/embed/ticket/[cw_id] Note that you'll need to update this URL to match your Rewst instance. Determine your instance by referencing the included instance table. You'll also need to add your own org_idto the URL. This can be obtained by going to your Rewst platform, looking at the URL, locating the org id between the / marks, and pasting it into the URL. [cw_id]should be left as-is.

6. Select Pod.

Update the URL

You will need to add your own rewst_url and org_id to the URL above. Your Org ID can be obtained by going to Rewst and looking at the URL. [cw_id]should be left as-is.

Add pods to tickets

1. Click the Settings icon in the top right corner of your screen.

2. Select Pod Configuration.

Selecting the Settings Icon

1. Move the Rewst pods to the Displayed table.

Adding Rewst Configured Pods

Firefox dynamic state partitioning

An issue arises with Firefox's Dynamic State Partitioning where the default network.cookie.cookieBehavior value of 5 rejects (known) trackers and partitions third-party storage, hindering the authentication process and causing a logged GraphQL error. This issue also occurs with embedded forms.

Firefox users must set network.cookie.cookieBehavior to 4 for successful pod authentication.

Consult the official Firefox documentation for more information: https://developer.mozilla.org/en-US/docs/Web/Privacy/State_Partitioning#disable_dynamic_state_partitioning.

You'll have a workflow called [Rewst Master v3] Pods: Technician Toolbox within your organization.

Re-run a pod from a ticket

Imagine you have a ticket that has had its associated pod workflow execution expire or fail for one reason or another. If you attempt to view the pod in the ticket, you'll see something along the lines of No pending tasks.

To execute a new instance of the pod, click on the Links dropdown in the ticket and choose Rewst - Start Pod on this Ticket.

After you have used this button, a web page will open and close. This will send a request to the Live Link trigger and start a new execution for that ticket. Allow some time to pass for the ticket to update. You should see the pod populate once the execution has gone through.

Permission requirements for ConnectWise PSA integration

Our listed ConnectWise PSA permission requirements are what is needed for Rewst's Crates to run. Other API actions that you may wish to use in custom-built workflows may require additional permissions. For questions about what permissions would be required to achieve a specific goal, ask the Rewst Agent.

Update any of the below permissions scopes in ConnectWise PSA by doing the following in ConnectWise PSA:

1. Click > in the left side menu.

2. Navigate to System > Security Roles.

3. Click +.

4. Enter the name of your security role.

5. Click Save.

6. A new set of accordion menus will appear. Click to expand each as it corresponds to your needed permission for Rewst.

7. Click ⌄ under the column for the required level of permission. Change the permission level from None to whichever option is indicated in our documentation.

8. When all desired permissions are updated, click Save.

Match the line item under each accordion menu with the scope header at the top of the page to find where to make your adjustment.

Click to expand and view your relevant permission scopes.

Authentication requirements

To initiate the successful authentication of the ConnectWise PSA integration with Rewst, and pull back the list of companies you want to associate, the following permission scopes are needed:

System

• Member Maintenance: Set Inquire to All

Companies

• Company Maintenance: Set Inquire to All

If you are seeing a 403 Forbidden error when running workflows, this is due to incorrect permissions. Ensure that the above authentication requirements are complete to resolve this error.

Additional action requirements

In addition to the above that’s required for authentication, there are several more actions the ConnectWise PSA integration is capable of taking within Rewst. To use them all, you’ll need the following additional security roles configured for this account:

Companies

• Configurations: Set Add, Edit, Inquire to All

• Contacts: Set Add, Edit, Inquire to All

• Manage Attachments: Set Add, Edit, and Delete to My, Inquire to All

• Team Members: Set Inquire to All

Finance

• Agreements: Set Inquire to All

• Billing View Time: Set Inquire to All

  • Required for adding billable time to tickets

• Billing View Time: Set Edit to All

  • Required for adding billable time to tickets

Project

• Project Ticket: Set Add, Edit, Inquire to All

• Project Ticket - Dependancies: Set Add, Edit, Inquire to All

• Close Project Tickets: Set Edit, Inquire to All

Service Desk

• Service Tickets: Set Add, Edit, Inquire to All

• Service Ticket – Dependencies: Set Add, Edit, Inquire to All

• Close Service Tickets: Set Edit, Inquire to All

• Merge Tickets: Set Add, Edit, Inquire to All

System

• My Account: Set Add, Edit, Delete, Inquire to My

• Table Setup: Set Add, Inquire to All (Additional customization can be done to allow or disallow tables)

Time & Expense

• Time Entry: Set Add, Edit and Inquire to All, Delete to My

• Time Entry Billable Option: Set Add, Edit and Inquire to All, Delete to My

Breakdown of actions per security role

The following tables outline the various actions the ConnectWise PSA integration can take within Rewst, grouped by their security roles in ConnectWise, and each of their required permission levels to be able to execute them in workflows. We also have a generic request action, that will require any relevant scopes for what it’s being used for. For more information on the ConnectWise API and its required permissions, please refer to the Official ConnectWise API documentation.

Companies

Actions	API endpoint	Required permission
List Companies	/company/companies	Inquire
Get Company	/company/companies/{id}	Inquire
List Communication Types	/company/communicationTypes	Inquire
List Contacts	/company/contacts	Inquire
Get Contact	/company/contacts/{id}	Inquire
Create Contact	/company/contacts	Add

Service Desk

Actions	API endpoint	Required permission
List Service Tickets	/service/tickets	Inquire
Get Service Ticket	/service/tickets/{id}	Inquire
Get Tasks	/service/tickets/{id}/tasks	Inquire
Create Task	/service/tickets/tasks/{id}	Add
Create Bulk Tasks	/service/tickets/tasks/bulk	Add
Update Task	/service/tickets/tasks/{id}	Edit
Update Service Ticket	/service/tickets/{id}	Edit
Create Service Ticket	/service/tickets	Add

Time and expense

Actions	API endpoint	Required permission
Add Time Entry	/time/entries	Add

Finance

Actions	API endpoint	Required permission
List Agreements	/finance/agreements	Inquire

Troubleshoot API issues from ConnectWise logs

It may be necessary to collect API logs from your ConnectWise PSA to send to ConnectWise for troubleshooting if you encounter issues. The below steps will generate a log for the specific time window you choose.

1. Log in to ConnectWise PSA.

2. Navigate to System > Members.

3. Click API Members. Here, you'll find settings specific to API interactions and configurations.

1. Under the API Members tab, locate and select the user associated with Rewst's integration.

1. After selecting the Rewst user:

   1. Navigate to the API Logs tab.

   2. Click Start Debug Mode.

1. In the Debug Mode dialog:

   1. Enter length of time in the Minutes field. This will capture logs for the specified duration.

   2. Click Ok.

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