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.
Connector Version: 2.1.0
Authored By: Fortinet
Certified: No
Following enhancements have been made to the ConnectWise Manage connector in version 2.1.0:
Company ID
as an optional input parameter in the "Create Ticket" action.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
For the procedure to configure a connector, click here
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. |
Client ID | Client ID that you have received from ConnectWise Manage for your integration and which i 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. |
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 a 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 |
Get Companies | Retrieves all companies or specific companies from ConnectWise Manage based on the input parameters you have specified. | get_companies Investigation |
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 | (Optional) Service boards in which you want to create the ticket in ConnectWise Manage. |
Company ID | (Optional) ID of the company that you want to assign to the ticket that you want to create in ConnectWise Manage. For example, fortinet. |
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. |
The output contains the following populated JSON schema:
{
"billingMethod": "",
"recordType": "",
"team": {
"id": "",
"name": "",
"_info": {
"team_href": ""
}
},
"status": {
"id": "",
"name": "",
"_info": {
"status_href": ""
}
},
"closedFlag": "",
"city": "",
"estimatedProductRevenue": "",
"country": {
"id": "",
"name": "",
"_info": {
"country_href": ""
}
},
"source": {
"id": "",
"name": "",
"_info": {
"source_href": ""
}
},
"customFields": [
{
"type": "",
"caption": "",
"numberOfDecimals": "",
"entryMethod": "",
"id": ""
}
],
"currency": {
"symbol": "",
"id": "",
"name": "",
"_info": {
"currency_href": ""
},
"isoCode": ""
},
"estimatedExpenseCost": "",
"businessUnitId": "",
"estimatedExpenseRevenue": "",
"resPlanMinutes": "",
"zip": "",
"stateIdentifier": "",
"respondMinutes": "",
"severity": "",
"automaticEmailCcFlag": "",
"hasMergedChildTicketFlag": "",
"locationId": "",
"approved": "",
"id": "",
"estimatedProductCost": "",
"allowAllClientsPortalView": "",
"isInSla": "",
"customerUpdatedFlag": "",
"mobileGuid": "",
"estimatedTimeCost": "",
"enteredBy": "",
"estimatedTimeRevenue": "",
"resolveMinutes": "",
"site": {
"id": "",
"name": "",
"_info": {
"mobileGuid": "",
"site_href": ""
}
},
"impact": "",
"serviceLocation": {
"id": "",
"name": "",
"_info": {
"location_href": ""
}
},
"contactPhoneNumber": "",
"summary": "",
"board": {
"id": "",
"name": "",
"_info": {
"board_href": ""
}
},
"billProducts": "",
"dateEntered": "",
"automaticEmailResourceFlag": "",
"priority": {
"id": "",
"sort": "",
"name": "",
"_info": {
"image_href": "",
"priority_href": ""
}
},
"siteName": "",
"billTime": "",
"subBillingMethod": "",
"addressLine2": "",
"automaticEmailContactFlag": "",
"addressLine1": "",
"_info": {
"activities_href": "",
"tasks_href": "",
"timeentries_href": "",
"notes_href": "",
"lastUpdated": "",
"expenseEntries_href": "",
"scheduleentries_href": "",
"updatedBy": "",
"configurations_href": "",
"documents_href": "",
"products_href": ""
},
"company": {
"id": "",
"identifier": "",
"name": "",
"_info": {
"company_href": "",
"mobileGuid": ""
}
},
"hasChildTicket": "",
"sla": {
"id": "",
"name": "",
"_info": {
"sla_href": ""
}
},
"billExpenses": ""
}
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 call. By default, this is set as 25 and the maximum value that can be set is 1000. These values cannot be changed. |
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": ""
}
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. |
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": ""
}
Parameter | Description |
---|---|
Ticket ID | ID of the ticket that you want to delete from ConnectWise Manage. |
The output contains the following populated JSON schema:
{
"Status": "",
"Message": ""
}
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. |
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": ""
}
None.
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": ""
}
}
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 |
---|---|
Company ID | ID of the company whose information you want to retrieve companies from ConnectWise Manage. |
Conditions | Condition that you want to apply to retrieve companies from ConnectWise Manage. For example, status/id=21 and status/name="SOC" |
Fields | Fields that you want to apply to retrieve companies from ConnectWise Manage. For example, name |
Page Size | Maximum number of records that you want to return in a single call. By default, this is set as 25 and the maximum value that can be set is 1000. These values cannot be changed. |
Page | Starting with page 1, this is the number of pages available based on the current page size. |
Custom Fields | Custom fields, in the JSON format, based on which that you want to get the companies from ConnectWise Manage. For example, {"name": "Labs"} |
The output contains the following populated JSON schema:
{
"country": {
"id": "",
"_info": {
"country_href": ""
},
"name": ""
},
"name": "",
"faxNumber": "",
"state": "",
"status": {
"id": "",
"_info": {
"status_href": ""
},
"name": ""
},
"deletedFlag": "",
"phoneNumber": "",
"identifier": "",
"city": "",
"currency": {
"symbol": "",
"id": "",
"_info": {
"currency_href": ""
},
"name": "",
"isoCode": ""
},
"unsubscribeFlag": "",
"mobileGuid": "",
"accountNumber": "",
"siteName": "",
"territory": {
"id": "",
"_info": {
"location_href": ""
},
"name": ""
},
"billingTerms": {
"id": "",
"name": ""
},
"zip": "",
"userDefinedField5": "",
"dateAcquired": "",
"addressLine2": "",
"taxCode": {
"id": "",
"_info": {
"taxCode_href": ""
},
"name": ""
},
"sicCode": {
"id": "",
"name": ""
},
"website": "",
"timeZoneSetup": {
"id": "",
"_info": {
"timeZoneSetup_href": ""
},
"name": ""
},
"annualRevenue": "",
"addressLine1": "",
"billToCompany": {
"_info": {
"company_href": ""
},
"id": "",
"name": "",
"identifier": ""
},
"invoiceDeliveryMethod": {
"id": "",
"name": ""
},
"billingSite": {
"id": "",
"_info": {
"site_href": ""
},
"name": ""
},
"id": "",
"leadFlag": "",
"_info": {
"contacts_href": "",
"activities_href": "",
"documents_href": "",
"orders_href": "",
"lastUpdated": "",
"reports_href": "",
"sites_href": "",
"dateEntered": "",
"notes_href": "",
"tickets_href": "",
"enteredBy": "",
"projects_href": "",
"opportunities_href": "",
"teams_href": "",
"agreements_href": "",
"updatedBy": "",
"configurations_href": ""
},
"typeIds": []
}
The Sample - Connectwise Manage - 2.1.0
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 the connector upgrade and delete.
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.
Connector Version: 2.1.0
Authored By: Fortinet
Certified: No
Following enhancements have been made to the ConnectWise Manage connector in version 2.1.0:
Company ID
as an optional input parameter in the "Create Ticket" action.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
For the procedure to configure a connector, click here
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. |
Client ID | Client ID that you have received from ConnectWise Manage for your integration and which i 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. |
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 a 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 |
Get Companies | Retrieves all companies or specific companies from ConnectWise Manage based on the input parameters you have specified. | get_companies Investigation |
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 | (Optional) Service boards in which you want to create the ticket in ConnectWise Manage. |
Company ID | (Optional) ID of the company that you want to assign to the ticket that you want to create in ConnectWise Manage. For example, fortinet. |
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. |
The output contains the following populated JSON schema:
{
"billingMethod": "",
"recordType": "",
"team": {
"id": "",
"name": "",
"_info": {
"team_href": ""
}
},
"status": {
"id": "",
"name": "",
"_info": {
"status_href": ""
}
},
"closedFlag": "",
"city": "",
"estimatedProductRevenue": "",
"country": {
"id": "",
"name": "",
"_info": {
"country_href": ""
}
},
"source": {
"id": "",
"name": "",
"_info": {
"source_href": ""
}
},
"customFields": [
{
"type": "",
"caption": "",
"numberOfDecimals": "",
"entryMethod": "",
"id": ""
}
],
"currency": {
"symbol": "",
"id": "",
"name": "",
"_info": {
"currency_href": ""
},
"isoCode": ""
},
"estimatedExpenseCost": "",
"businessUnitId": "",
"estimatedExpenseRevenue": "",
"resPlanMinutes": "",
"zip": "",
"stateIdentifier": "",
"respondMinutes": "",
"severity": "",
"automaticEmailCcFlag": "",
"hasMergedChildTicketFlag": "",
"locationId": "",
"approved": "",
"id": "",
"estimatedProductCost": "",
"allowAllClientsPortalView": "",
"isInSla": "",
"customerUpdatedFlag": "",
"mobileGuid": "",
"estimatedTimeCost": "",
"enteredBy": "",
"estimatedTimeRevenue": "",
"resolveMinutes": "",
"site": {
"id": "",
"name": "",
"_info": {
"mobileGuid": "",
"site_href": ""
}
},
"impact": "",
"serviceLocation": {
"id": "",
"name": "",
"_info": {
"location_href": ""
}
},
"contactPhoneNumber": "",
"summary": "",
"board": {
"id": "",
"name": "",
"_info": {
"board_href": ""
}
},
"billProducts": "",
"dateEntered": "",
"automaticEmailResourceFlag": "",
"priority": {
"id": "",
"sort": "",
"name": "",
"_info": {
"image_href": "",
"priority_href": ""
}
},
"siteName": "",
"billTime": "",
"subBillingMethod": "",
"addressLine2": "",
"automaticEmailContactFlag": "",
"addressLine1": "",
"_info": {
"activities_href": "",
"tasks_href": "",
"timeentries_href": "",
"notes_href": "",
"lastUpdated": "",
"expenseEntries_href": "",
"scheduleentries_href": "",
"updatedBy": "",
"configurations_href": "",
"documents_href": "",
"products_href": ""
},
"company": {
"id": "",
"identifier": "",
"name": "",
"_info": {
"company_href": "",
"mobileGuid": ""
}
},
"hasChildTicket": "",
"sla": {
"id": "",
"name": "",
"_info": {
"sla_href": ""
}
},
"billExpenses": ""
}
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 call. By default, this is set as 25 and the maximum value that can be set is 1000. These values cannot be changed. |
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": ""
}
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. |
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": ""
}
Parameter | Description |
---|---|
Ticket ID | ID of the ticket that you want to delete from ConnectWise Manage. |
The output contains the following populated JSON schema:
{
"Status": "",
"Message": ""
}
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. |
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": ""
}
None.
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": ""
}
}
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 |
---|---|
Company ID | ID of the company whose information you want to retrieve companies from ConnectWise Manage. |
Conditions | Condition that you want to apply to retrieve companies from ConnectWise Manage. For example, status/id=21 and status/name="SOC" |
Fields | Fields that you want to apply to retrieve companies from ConnectWise Manage. For example, name |
Page Size | Maximum number of records that you want to return in a single call. By default, this is set as 25 and the maximum value that can be set is 1000. These values cannot be changed. |
Page | Starting with page 1, this is the number of pages available based on the current page size. |
Custom Fields | Custom fields, in the JSON format, based on which that you want to get the companies from ConnectWise Manage. For example, {"name": "Labs"} |
The output contains the following populated JSON schema:
{
"country": {
"id": "",
"_info": {
"country_href": ""
},
"name": ""
},
"name": "",
"faxNumber": "",
"state": "",
"status": {
"id": "",
"_info": {
"status_href": ""
},
"name": ""
},
"deletedFlag": "",
"phoneNumber": "",
"identifier": "",
"city": "",
"currency": {
"symbol": "",
"id": "",
"_info": {
"currency_href": ""
},
"name": "",
"isoCode": ""
},
"unsubscribeFlag": "",
"mobileGuid": "",
"accountNumber": "",
"siteName": "",
"territory": {
"id": "",
"_info": {
"location_href": ""
},
"name": ""
},
"billingTerms": {
"id": "",
"name": ""
},
"zip": "",
"userDefinedField5": "",
"dateAcquired": "",
"addressLine2": "",
"taxCode": {
"id": "",
"_info": {
"taxCode_href": ""
},
"name": ""
},
"sicCode": {
"id": "",
"name": ""
},
"website": "",
"timeZoneSetup": {
"id": "",
"_info": {
"timeZoneSetup_href": ""
},
"name": ""
},
"annualRevenue": "",
"addressLine1": "",
"billToCompany": {
"_info": {
"company_href": ""
},
"id": "",
"name": "",
"identifier": ""
},
"invoiceDeliveryMethod": {
"id": "",
"name": ""
},
"billingSite": {
"id": "",
"_info": {
"site_href": ""
},
"name": ""
},
"id": "",
"leadFlag": "",
"_info": {
"contacts_href": "",
"activities_href": "",
"documents_href": "",
"orders_href": "",
"lastUpdated": "",
"reports_href": "",
"sites_href": "",
"dateEntered": "",
"notes_href": "",
"tickets_href": "",
"enteredBy": "",
"projects_href": "",
"opportunities_href": "",
"teams_href": "",
"agreements_href": "",
"updatedBy": "",
"configurations_href": ""
},
"typeIds": []
}
The Sample - Connectwise Manage - 2.1.0
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 the connector upgrade and delete.