About the connector
ConnectWise has a CRM, ticketing system, help desk, and tools for project management, billing, and procurement.
This document provides information about the ConnectWise Manage connector, which facilitates automated interactions, with a ConnectWise Manage server using FortiSOAR™ playbooks. Add the ConnectWise Manage connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating tickets in ConnectWise Manage, retrieving details for tickets from ConnectWise Manage, and retrieving boards from ConnectWise Manage.
Version information
Connector Version: 1.0.0
Authored By: Fortinet
Certified: No
Installing the connector
From FortiSOAR™ 5.0.0 onwards, use the Connector Store to install the connector. For the detailed procedure to install a connector, click here.
You can also use the yum command to install connectors. Connectors provided by FortiSOAR™ are delivered using a FortiSOAR™ repository. Therefore, you must set up your FortiSOAR™ repository and run the yum command as a root user to install connectors:
yum install cyops-connector-connectwise-manage
Prerequisites to configuring the connector
- You must have the URL of ConnectWise Manage server to which you will connect and perform automated operations and credentials, i.e., company ID, private key, and public key, to access that server.
- To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.
Configuring the connector
For the procedure to configure a connector, click here
Configuration parameters
In FortiSOAR™, on the Connectors page, click the ConnectWise Manage connector row (if you are in the Grid view on the Connectors page) and in the Configurations tab enter the required configuration details:
| Parameter |
Description |
| Server URL |
URL of the ConnectWise Manage server to which you will connect and perform the automated operations. |
| Company ID |
Company ID that you have received from ConnectWise Manage that is used to connect to ConnectWise Manage. |
| Public Key |
Public key used to connect to the ConnectWise Manage server to which you will connect and perform the automated operations. |
| Private Key |
Private key used to connect to the ConnectWise Manage server to which you will connect and perform the automated operations. |
| Verify SSL |
Specifies whether the SSL certificate for the server is to be verified or not.
By default, this option is set as True. |
Actions supported by the connector
The following automated operations can be included in playbooks, and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 and onwards:
| Function |
Description |
Annotation and Category |
| Create Ticket |
Creates a ticket in ConnectWise Manage based on the ticket summary and other input parameters you have specified. |
create_ticket
Investigation |
| Get Ticket |
Retrieves details of all tickets or specific tickets from ConnectWise Manage based on input parameters you have specified. |
get_ticket
Investigation |
| Update Ticket |
Updates a ticket in ConnectWise Manage based on the ticket ID and other input parameters you have specified. |
update_ticket
Investigation |
| Delete Ticket |
Deletes a ticket from ConnectWise Manage based on the ticket ID you have specified. |
delete_ticket
Remediation |
| Create Service Note |
Creates a service note for particular ticket in ConnectWise Manage based on the ticket ID and other input parameters you have specified. |
create_service_note
Investigation |
| Get Boards |
Retrieves all the boards from ConnectWise Manage. |
get_boards
Investigation |
operation: Create Ticket
Input parameters
| Parameter |
Description |
| Ticket Summary |
Summary of the ticket that you want to create in ConnectWise Manage. |
| Impact |
(Optional) Impact value that you want to assign to the ticket that you want to create in ConnectWise Manage. Impact values can be Low, Medium, or High. |
| Record Type |
(Optional) Record type that you want to assign to the ticket that you want to create in ConnectWise Manage. You can choose between Service Ticket, Project Ticket, or Project Issue. |
| Severity |
(Optional) Severity that you want to assign to the ticket that you want to create in ConnectWise Manage. Severity values can be Low, Medium, or High. |
| Board |
Service boards in which you want to create the ticket in ConnectWise Manage. |
| Other Fields |
(Optional) Custom fields, in the JSON format, that you want to add to the ticket that you want to create in ConnectWise Manage. |
Output
The output contains the following populated JSON schema:
{
"respondMinutes": "",
"resPlanMinutes": "",
"summary": "",
"impact": "",
"resolveMinutes": "",
"estimatedProductCost": "",
"subBillingMethod": "",
"automaticEmailResourceFlag": "",
"stateIdentifier": "",
"customerUpdatedFlag": "",
"businessUnitId": "",
"currency": {
"_info": {
"currency_href": ""
},
"id": "",
"isoCode": "",
"name": "",
"symbol": ""
},
"priority": {
"_info": {
"priority_href": "",
"image_href": ""
},
"id": "",
"name": "",
"sort": ""
},
"billingMethod": "",
"severity": "",
"board": {
"_info": {
"board_href": ""
},
"name": "",
"id": ""
},
"country": {
"_info": {
"country_href": ""
},
"name": "",
"id": ""
},
"sla": {
"_info": {
"sla_href": ""
},
"name": "",
"id": ""
},
"id": "",
"_info": {
"tasks_href": "",
"notes_href": "",
"updatedBy": "",
"documents_href": "",
"timeentries_href": "",
"lastUpdated": "",
"configurations_href": "",
"scheduleentries_href": "",
"products_href": "",
"activities_href": "",
"expenseEntries_href": ""
},
"automaticEmailContactFlag": "",
"serviceLocation": {
"_info": {
"location_href": ""
},
"name": "",
"id": ""
},
"billExpenses": "",
"enteredBy": "",
"hasMergedChildTicketFlag": "",
"estimatedTimeRevenue": "",
"estimatedExpenseCost": "",
"locationId": "",
"estimatedExpenseRevenue": "",
"source": {
"_info": {
"source_href": ""
},
"name": "",
"id": ""
},
"site": {
"_info": {
"mobileGuid": "",
"site_href": ""
},
"name": "",
"id": ""
},
"billProducts": "",
"addressLine2": "",
"customFields": [
{
"numberOfDecimals": "",
"type": "",
"caption": "",
"entryMethod": "",
"id": ""
}
],
"company": {
"_info": {
"mobileGuid": "",
"company_href": ""
},
"name": "",
"identifier": "",
"id": ""
},
"recordType": "",
"hasChildTicket": "",
"addressLine1": "",
"isInSla": "",
"siteName": "",
"allowAllClientsPortalView": "",
"status": {
"_info": {
"status_href": ""
},
"name": "",
"id": ""
},
"closedFlag": "",
"mobileGuid": "",
"contactPhoneNumber": "",
"zip": "",
"team": {
"_info": {
"team_href": ""
},
"name": "",
"id": ""
},
"city": "",
"approved": "",
"estimatedTimeCost": "",
"estimatedProductRevenue": "",
"dateEntered": "",
"automaticEmailCcFlag": "",
"billTime": ""
}
operation: Get Ticket
Input parameters
Note: All the input parameters are optional. However, if you do not specify any parameter, then no filter criterion is applied, and an unfiltered list is returned.
| Parameter |
Description |
| Ticket ID |
ID of the ticket whose details you want to retrieve from ConnectWise Manage. |
| Conditions |
Conditions based on which you want to retrieve details of tickets from ConnectWise Manage. |
| Order By |
Field based on which you want to sort the results retrieved from ConnectWise Manage. |
| Page Number |
Page number from which you want to request for data. |
| Page Size |
Maximum number of records that you want to return in a single page.
By default, this is set to 25. |
Output
The output contains the following populated JSON schema:
{
"respondMinutes": "",
"resPlanMinutes": "",
"summary": "",
"impact": "",
"resolveMinutes": "",
"estimatedProductCost": "",
"subBillingMethod": "",
"automaticEmailResourceFlag": "",
"stateIdentifier": "",
"customerUpdatedFlag": "",
"businessUnitId": "",
"currency": {
"_info": {
"currency_href": ""
},
"id": "",
"isoCode": "",
"name": "",
"symbol": ""
},
"priority": {
"_info": {
"priority_href": "",
"image_href": ""
},
"id": "",
"name": "",
"sort": ""
},
"billingMethod": "",
"severity": "",
"board": {
"_info": {
"board_href": ""
},
"name": "",
"id": ""
},
"country": {
"_info": {
"country_href": ""
},
"name": "",
"id": ""
},
"sla": {
"_info": {
"sla_href": ""
},
"name": "",
"id": ""
},
"id": "",
"_info": {
"tasks_href": "",
"notes_href": "",
"updatedBy": "",
"documents_href": "",
"timeentries_href": "",
"lastUpdated": "",
"configurations_href": "",
"scheduleentries_href": "",
"products_href": "",
"activities_href": "",
"expenseEntries_href": ""
},
"automaticEmailContactFlag": "",
"serviceLocation": {
"_info": {
"location_href": ""
},
"name": "",
"id": ""
},
"billExpenses": "",
"enteredBy": "",
"hasMergedChildTicketFlag": "",
"estimatedTimeRevenue": "",
"estimatedExpenseCost": "",
"locationId": "",
"estimatedExpenseRevenue": "",
"source": {
"_info": {
"source_href": ""
},
"name": "",
"id": ""
},
"site": {
"_info": {
"mobileGuid": "",
"site_href": ""
},
"name": "",
"id": ""
},
"billProducts": "",
"addressLine2": "",
"customFields": [
{
"numberOfDecimals": "",
"type": "",
"caption": "",
"entryMethod": "",
"id": ""
}
],
"company": {
"_info": {
"mobileGuid": "",
"company_href": ""
},
"name": "",
"identifier": "",
"id": ""
},
"recordType": "",
"hasChildTicket": "",
"addressLine1": "",
"isInSla": "",
"siteName": "",
"allowAllClientsPortalView": "",
"status": {
"_info": {
"status_href": ""
},
"name": "",
"id": ""
},
"closedFlag": "",
"mobileGuid": "",
"contactPhoneNumber": "",
"zip": "",
"team": {
"_info": {
"team_href": ""
},
"name": "",
"id": ""
},
"city": "",
"approved": "",
"estimatedTimeCost": "",
"estimatedProductRevenue": "",
"dateEntered": "",
"automaticEmailCcFlag": "",
"billTime": ""
}
operation: Update Ticket
Input parameters
| Parameter |
Description |
| Ticket ID |
ID of the ticket that you want to update in ConnectWise Manage. |
| Operation |
(Optional) Operation that needs to be performed on the specified ticket. You can choose between Add, Replace,or Remove. |
| Ticket Summary |
(Optional) Summary of the ticket that you want to update in ConnectWise Manage. |
| Severity |
(Optional) Value of severity that you want to update in the specified ticket in ConnectWise Manage. Severity values can be Low, Medium, or High. |
| Impact |
(Optional) Value of impact that you want to update in the specified ticket in ConnectWise Manage. Impact values can be Low, Medium, or High. |
| Other Fields |
(Optional) Custom fields, in the JSON format, that you want to update in the specified ticket in ConnectWise Manage. |
Output
The output contains the following populated JSON schema:
{
"respondMinutes": "",
"resPlanMinutes": "",
"summary": "",
"impact": "",
"resolveMinutes": "",
"estimatedProductCost": "",
"subBillingMethod": "",
"automaticEmailResourceFlag": "",
"stateIdentifier": "",
"customerUpdatedFlag": "",
"businessUnitId": "",
"currency": {
"_info": {
"currency_href": ""
},
"id": "",
"isoCode": "",
"name": "",
"symbol": ""
},
"priority": {
"_info": {
"priority_href": "",
"image_href": ""
},
"id": "",
"name": "",
"sort": ""
},
"billingMethod": "",
"severity": "",
"board": {
"_info": {
"board_href": ""
},
"name": "",
"id": ""
},
"country": {
"_info": {
"country_href": ""
},
"name": "",
"id": ""
},
"sla": {
"_info": {
"sla_href": ""
},
"name": "",
"id": ""
},
"id": "",
"_info": {
"tasks_href": "",
"notes_href": "",
"updatedBy": "",
"documents_href": "",
"timeentries_href": "",
"lastUpdated": "",
"configurations_href": "",
"scheduleentries_href": "",
"products_href": "",
"activities_href": "",
"expenseEntries_href": ""
},
"automaticEmailContactFlag": "",
"serviceLocation": {
"_info": {
"location_href": ""
},
"name": "",
"id": ""
},
"billExpenses": "",
"enteredBy": "",
"hasMergedChildTicketFlag": "",
"estimatedTimeRevenue": "",
"estimatedExpenseCost": "",
"locationId": "",
"estimatedExpenseRevenue": "",
"source": {
"_info": {
"source_href": ""
},
"name": "",
"id": ""
},
"site": {
"_info": {
"mobileGuid": "",
"site_href": ""
},
"name": "",
"id": ""
},
"billProducts": "",
"addressLine2": "",
"customFields": [
{
"numberOfDecimals": "",
"type": "",
"caption": "",
"entryMethod": "",
"id": ""
}
],
"company": {
"_info": {
"mobileGuid": "",
"company_href": ""
},
"name": "",
"identifier": "",
"id": ""
},
"recordType": "",
"hasChildTicket": "",
"addressLine1": "",
"isInSla": "",
"siteName": "",
"allowAllClientsPortalView": "",
"status": {
"_info": {
"status_href": ""
},
"name": "",
"id": ""
},
"closedFlag": "",
"mobileGuid": "",
"contactPhoneNumber": "",
"zip": "",
"team": {
"_info": {
"team_href": ""
},
"name": "",
"id": ""
},
"city": "",
"approved": "",
"estimatedTimeCost": "",
"estimatedProductRevenue": "",
"dateEntered": "",
"automaticEmailCcFlag": "",
"billTime": ""
}
operation: Delete Ticket
Input parameters
| Parameter |
Description |
| Ticket ID |
ID of the ticket that you want to delete from ConnectWise Manage. |
Output
The output contains the following populated JSON schema:
{
"Status": "",
"Message": ""
}
operation: Create Service Note
Input parameters
| Parameter |
Description |
| Ticket ID |
ID of the ticket for which you want to create a service note in ConnectWise Manage. |
| Text |
(Optional) Text of the service node that you want to the add to the specified ticket in ConnectWise Manage. |
| Creation Date |
(Optional) Timestamp that you want to add as the created date of the service node that you want to the add to the specified ticket in ConnectWise Manage. |
| Created By |
(Optional) Name that you want to add as the creator of the service node that you want to the add to the specified ticket in ConnectWise Manage. |
| Other Fields |
(Optional) Custom fields, in the JSON format, that you want to add to the service note that you want to create in ConnectWise Manage. |
Output
The output contains the following populated JSON schema:
{
"internalAnalysisFlag": "",
"member": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
},
"id": "",
"resolutionFlag": "",
"text": "",
"createdBy": "",
"contact": {
"_info": {},
"name": "",
"id": ""
},
"externalFlag": "",
"dateCreated": "",
"_info": {},
"ticketId": "",
"customerUpdatedFlag": "",
"internalFlag": "",
"detailDescriptionFlag": "",
"processNotifications": ""
}
operation: Get Boards
Input parameters
None.
Output
The output contains the following populated JSON schema:
{
"percentageCalculation": "",
"contactTemplate": {
"_info": {},
"type": "",
"name": "",
"identifier": "",
"id": ""
},
"autoAssignNewPortalTicketsFlag": "",
"notifyEmailFrom": "",
"sendToCCFlag": "",
"timeEntryLockedFlag": "",
"emailConnectorNewTicketNoMatchFlag": "",
"timeEntryDiscussionFlag": "",
"autoCloseStatus": {
"_info": {},
"name": "",
"id": ""
},
"emailConnectorReopenStatus": {
"_info": {},
"name": "",
"id": ""
},
"workRole": {
"_info": {},
"name": "",
"id": ""
},
"billUnapprovedTimeExpenseFlag": "",
"projectFlag": "",
"signOffTemplate": {
"_info": {},
"name": "",
"id": ""
},
"emailConnectorReopenResourcesFlag": "",
"id": "",
"_info": {},
"timeEntryResolutionFlag": "",
"billExpense": "",
"discussionsLockedFlag": "",
"emailConnectorNeverReopenByDaysClosedFlag": "",
"closedLoopInternalAnalysisFlag": "",
"emailConnectorReopenDaysLimit": "",
"closedLoopResolutionFlag": "",
"useMemberDisplayNameFlag": "",
"billProduct": "",
"department": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
},
"sendToResourceFlag": "",
"showEstimatesFlag": "",
"autoAssignNewECTicketsFlag": "",
"sendToContactFlag": "",
"dispatchMember": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
},
"billTicketsAfterClosedFlag": "",
"timeEntryInternalAnalysisFlag": "",
"problemSort": "",
"allSort": "",
"serviceManagerMember": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
},
"emailConnectorNeverReopenByDaysFlag": "",
"autoAssignNewTicketsFlag": "",
"workType": {
"_info": {},
"name": "",
"id": ""
},
"name": "",
"billTime": "",
"showDependenciesFlag": "",
"billTicketSeparatelyFlag": "",
"closedLoopDiscussionsFlag": "",
"inactiveFlag": "",
"autoAssignTicketOwnerFlag": "",
"overrideBillingSetupFlag": "",
"emailConnectorReopenDaysClosedLimit": "",
"boardIcon": {
"_info": {},
"name": "",
"id": ""
},
"location": {
"_info": {},
"name": "",
"id": ""
},
"resolutionSort": "",
"resourceTemplate": {
"_info": {},
"type": "",
"name": "",
"identifier": "",
"id": ""
},
"emailConnectorAllowReopenClosedFlag": "",
"internalAnalysisSort": "",
"notifyEmailFromName": "",
"oncallMember": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
},
"closedLoopAllFlag": "",
"dutyManagerMember": {
"_info": {},
"name": "",
"identifier": "",
"id": ""
}
}
Included playbooks
The Sample - Connectwise Manage - 1.0.0 playbook collection comes bundled with the ConnectWise Manage connector. These playbooks contain steps using which you can perform all supported actions. You can see bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the ConnectWise Manage connector.
- Create Service Note
- Create Ticket
- Delete Ticket
- Get Boards
- Get Ticket
- Update Ticket
Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection since the sample playbook collection gets deleted during connector upgrade and delete.
