Fortinet Document Library

Version:

Version:


Table of Contents

ConnectWise Manage

Copy Link

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.

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

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.

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.