ConnectWise Integration

The ConnectWise Public and Private API Keys used to authenticate into your ConnectWise API. These can be generated from your ConnectWise Account | My Account | API Keys | + (add Keys)

Once you have completed the ConnectWise Authentication section, click Authenticate. The Authenticate button will test for a valid connection. If successful, it will enable LogicMonitor to monitor Service Boards as well as create, update, and delete tickets. Once LogicMonitor has successfully authenticated using the information provided, you will be prompted to fill out the ConnectWise Ticket Defaults section.

The Service Board in which tickets should be created.

Note that if you would like to create, update, and delete tickets across multiple ConnectWise Service Boards, you can do so by setting the following property on a device that has alerts which will trigger a new ConnectWise ticket or change an existing one:

• connectwise.serviceboardid

When an alert is triggered and routed to the ConnectWise Integration, LogicMonitor will first check to see if this property exists for the device associated with the alert. If it does exist, its value will be used instead of the value set in the Integration form.

Designate the Service Team responsible for handling the associated Service Board.

In the Company ID field, enter the company ID for the company with which the created tickets should be associated. This ID corresponds to the ConnectWise Company_RecID value. It is always an integer.

The underlying Company_RecID values associated with companies are often hidden in the ConnectWise interface. There are a couple of methods you can use to expose the Company_RecID, including running a report that includes this value or making this value visible from the company list view. The following set of steps illustrates the latter method:

1. In ConnectWise, navigate to Companies.
2. In the top right corner of the company listing, click the down arrow to open the List View Configuration dialog.

   

3. From this dialog, move the Company_RecID from the Hidden Columns box into the Visible Columns box.

   

4. Click the Save button and, upon returning to the company listing, you’ll now see the Company_RecID displayed for each company.

If you would like to create, update, and delete tickets across multiple ConnectWise companies using the ConnectWise REST API, you can do so by assigning the Company_RecID as a property on the various devices that may trigger new or updated ConnectWise tickets. The property should be named:

• connectwisev2.companyid

When an alert is triggered and routed to the ConnectWise Integration, LogicMonitor will first check to see if the connectwisev2.companyid property exists for the device associated with the alert. If it does exist, its value will be used instead of the value set in the integration form. For more information on setting device properties, see Resource and Instance Properties.

The type of tickets that should be created.

Note: If you’d like to create, update and delete tickets with multiple ConnectWise Ticket Types, you can do so by setting the following property on the device whose alerts should trigger a new or change to existing ConnectWise ticket:

• connectwise.tickettypeid

When an alert is triggered and routed to the ConnectWise Integration, LogicMonitor will first check to see if this property exists for the device associated with the alert. If it does exist, its value will be used instead of the value set in the Integration form.

Select what priority ConnectWise tickets should be created with for each LogicMonitor alert severity level.

Correlate ConnectWise Status with LogicMonitor alert stages.

Once you have selected the default Service Board, Company and Ticket type, select Generate Delivery Options to choose how LogicMonitor formats and sends the HTTP POST and PATCH requests to create, update and/or close tickets. Note that the HTTP Response format is defaulted to JSON and all alert stages payloads will be JSON, as well.

Select whether HTTP requests for alert acknowledgments, clears and escalations/de-escalations should be sent to the same URL that HTTP requests for new alerts should be sent to, or with different alert data in the request. If ‘Use the same URL and data to notify on various alert activity’ is selected, all HTTP requests will be sent to the same URL (you can choose what alert updates prompt an HTTP request) and the same alert data format will be used each time. If ‘Use different URL or data format to notify on various alert activity’ is selected, you can map out which alert status updates should trigger an HTTP request to which URLs and how the alert data should be formatted for each request. The configuration fields for each HTTP request are the same for both options.

By default, LogicMonitor will pre-populate four different requests, one for each of:

• new alerts (Active)
• acknowledged alerts (Acknowledged)
• cleared alerts (Cleared)
• escalated alerts (Escalated)

For each request you can select which alert statuses should trigger an HTTP request. Requests will be sent for new alerts (status: Active), and can additionally be sent for alert acknowledgements (status: Acknowledged), clears (status: Cleared) and escalations/de-escalations (status: Escalated). Note that each alert status can only be associated with one request. Since LogicMonitor auto-populates a different request for each alert status by default, you’ll have to delete a request in order to see the option to include that alert status in a different request.

The HTTP method for ConnectWise integrations is POST for new alerts (status: Active) and PATCH for alert acknowledgements (status: Acknowledged), clears (status: Cleared) and escalations/de-escalations (status: Escalated).

The URL that the HTTP request should be made to. This field is auto-populated based on information you’ve provided.

The custom formatted alert data to be sent in the HTTP POST or PATCH request. This field will be auto-populated for you. If desired, you can customize the alert data field using tokens and custom ConnectWise fields.

Check this option if you’d like LogicMonitor to find the ConnectWise ticket ID returned in the response to the HTTP request associated with a new alert, and use the ID in any subsequent requests for alert acknowledgements, clears, and escalations/de-escalations. By default, this option will be selected.

If LogicMonitor is to use the ID provided in the response, select the format the response will be in.

This option sends a test alert and provides the response, enabling you to test whether you’ve configured the integration correctly.

The following tokens are available:

• LogicModule-specific alert message tokens, as listed in Tokens Available in LogicModule Alert Messages.
• ##ADMIN##. The user the alert was escalated to.
• ##MESSAGE##. The rendered text of the alert message. This token will also pass all relevant acked information (e.g. the user that acknowledged the alert, ack comments, etc.).
• ##ALERTTYPE##. The type of alert (i.e. alert, eventAlert, batchJobAlert, hostClusterAlert, websiteAlert, agentDownAlert, agentFailoverAlert, agentFailBackAlert, alertThrottledAlert).
• ##EXTERNALTICKETID##. The ConnectWise ticket ID. 

If you wish for LogicMonitor to include additional information when creating and updating ConnectWise tickets, you can do so via the alert data of your ConnectWise integration. You will need to know the field names so that LogicMonitor sets the right ConnectWise ticket fields. The following table includes a list of fields that can be used by the ConnectWise Integration, and the name that must be used to reference them.

You can view ConnectWise’s full list of API calls for ticket creation here

.

Example use of ConnectWise Field references:

{
   "summary":"##ALERTTYPE## ##LEVEL## alert ##HOSTNAME##",
   "initialDescription":"##MESSAGE##",
   "externalXRef":"##ALERTID##",
   "type":{
      "id":##connectwise.tickettypeid##
   },
   "company":{
      "id":##connectwisev2.companyid##
   },
   "board":{
      "id":##connectwise.serviceboardid##
   },
   "team":{
      "id":##connectwise.serviceteamid##
   },
   "status":{
      "id":##connectwise.statusnewid##
   },
   "priority":{
      "id":##connectwise.priorityid##
   }
}