Skip to main content

ConnectWise

dotMARC can open a ConnectWise PSA (Manage) ticket when an alert fires, close it when the alert resolves, and resolve the alert when a tech closes the ticket in ConnectWise. It can do this alongside HaloPSA and Autotask: see PSA integration for how several PSAs work together.

1. Create an API member​

In ConnectWise, go to System > Members > API Members and add a member for dotMARC. Give it a security role that can:

  • read companies (Companies: Company Maintenance, inquire level)
  • read service boards, their statuses and types, and priorities (Service Desk: Service Tickets, inquire level)
  • add and edit service tickets and their notes (Service Desk: Service Tickets, add and edit)

Then open the member's API Keys tab and generate a key pair. ConnectWise shows the private key once, so copy it before you close the dialog.

2. The client ID​

ConnectWise asks every integration to send a client ID with each request. dotMARC sends its own, so you don't need one. If your organisation prefers its integrations to use its own client ID, register one at developer.connectwise.com and enter it under Client ID override.

3. Connect dotMARC​

In dotMARC, open Manage > PSA settings and choose the ConnectWise tab.

  1. Enter the Site: your ConnectWise API host, such as api-eu.myconnectwise.net, api-na.myconnectwise.net or api-au.myconnectwise.net. Pasting the full URL is fine; dotMARC keeps the host.
  2. Enter the Company ID you sign in to ConnectWise with, and the API member's Public key and Private key.
  3. Select Save ConnectWise settings.
  4. Select Load options from ConnectWise, then choose:
    • the Board alert tickets go on
    • the New ticket status they start in
    • a Type, if your board uses them
    • the Priority
    • the Closed status dotMARC sets when an alert resolves
  5. Turn on Enable ConnectWise tickets and save again.

Tickets go to the ConnectWise company linked to the domain's Group. On Manage > Groups, each Group has a ConnectWise company column. Companies without a group lists ConnectWise companies that no Group matches yet, and can create a Group for each, already linked. A Domain can override its Groups' company on Manage > Domains.

5. How closing works​

When an alert resolves, dotMARC adds an internal note ("Resolved automatically by dotMARC.") and moves the ticket to your closed status.

ConnectWise has no webhook dotMARC uses, so dotMARC checks its open tickets every few minutes (every 5 by default, set with the Psa:PollIntervalMinutes setting). A ticket a tech closes, with any closed status, resolves its alert at the next check. If closing a ticket fails, dotMARC keeps trying at each check. A ticket deleted in ConnectWise is no longer checked, and its alert stays open.

6. Test the integration​

Test the integration on the ConnectWise tab runs the whole lifecycle against your live ConnectWise with the saved settings. It creates a clearly marked test ticket, reads it back as open, closes it, and reads it back as closed, which is exactly how dotMARC notices a tech's close. Real alerts aren't touched. If a step fails, it says what to check.