Edwin AI ConnectWise Integration

Last updated - 01 June, 2026

The Edwin AI ConnectWise Integration enables Edwin AI to send, update, and correlate IT service tickets within your ConnectWise environment. This supports bi-directional ITSM workflows, enabling Edwin AI to automatically create or update tickets based on alerts, incidents, and correlation logic, while also accepting inbound ticket updates when supported.

This integration supports outbound ticket actions using the ConnectWise REST API and includes field mapping, authentication requirements, and customizable ticket operations.

Requirements for Configuring the Edwin AI ConnectWise Integration

To configure the ConnectWise integration, you need the following:

• A LogicMonitor user with Edwin AI access
• A user with access to the ConnectWise Service Desk API
• A ConnectWise Company ID, Public Key, Private Key, and Client ID 
  For more information, see Developer Guide – Authentication from ConnectWise

The Edwin AI ConnectWise Integration is bi-directional, configure settings in both ConnectWise and Edwin AI using the following steps:

To enable bi-directional settings in your ConnectWise environment, you need the following:

1. Configure an outbound authentication from Edwin AI to ConnectWise
2. Map ConnectWise ticket fields to Edwin AI event or incident data

To enable bi-directional settings in your Edwin AI environment, you need the following:

1. Enable the bi-directional ITSM actions
2. Create and update tickets using Edwin AI workflows

All setup actions are required for successful ticket automation.

Configuring the Edwin AI ConnectWise Integration in ConnectWise

1. Create and configure an integration in ConnectWise.
   The following configuration values are required:

2. Configure field mapping for ConnectWise Tickets by doing the following: 
   1. For recordType, use the following value: connectWiseTicket
   2. Use the following supported fields:

Value	Description
summary	Ticket summary (raw text)
company	Company object (id or name)
site	Site object (id or name)
board	Board object (name or id)
status	Status object (name or id)
type, subType, item	Object fields (name or id)
priority	Priority object (name or id)
severity, impact	Raw text fields
url	URL link back to Edwin AI or source system

Configuring the Edwin AI ConnectWise Integration in Edwin AI

1. Configure the Create ConnectWiseTicketAction by doing the following in Edwin AI:
   1. Create a new action.
      For more information, see Creating and Editing an Action. 
   2. Select “connectWise Ticket” from the Source dropdown menu. 
   3. Select “Create ConnectWise Ticket” from the Add Action dropdown menu. 
   4. Define which Edwin AI event and incident fields populate the ticket create payload using the following field mappings:
      1. For recordType, use the following value: connectWiseTicket
      2. Use the following supported fields:

Value	Description
id	ID object
summary	Ticket summary (raw text)
board	Board object (name or id)
company	Company object (name or id)
site	Site object (name or id)
status	Status object (name or id)
type, subType, item	Object fields (name or id)
priority	Priority object (name or id)
severity, impact	Raw text fields
url	URL link back to Edwin AI or source system
initialDescription	Raw text field (adds Description note)
initialInternalAnalysis	Rw text field (adds Internal Analysis)
externalXRef	Raw text field

2. Select Submit.
3. Configure the Update ConnectWiseTicketAction by doing the following in Edwin AI: 
   1. Create a new action.
      For more information, see Creating and Editing an Action.
   2. Select “connectWise Ticket” from the Source dropdown menu. 
   3. Select “Update ConnectWise Ticket” from the Add Action dropdown menu. 
   4. Define which Edwin AI event and incident fields populate the ticket create payload using the following field mappings:
      1. For recordType, use the following value: connectWiseTicket
      2. Use the following supported fields:

Value	Description
id	ID object
summary	Ticket summary (raw text)
board	Board object (name or id)
company	Company object (name or id)
site	Site object (name or id)
status	Status object (name or id)
type, subType, item	Object fields (name or id)
priority	Priority object (name or id)
severity, impact	Raw text fields
url	URL link back to Edwin AI or source system
discussionNote	Raw text field (adds Discussion note)
internalNote	Rw text field (adds Internal note)
resolutionNote	Raw text field (adds Resolution note using a separate API call)
externalXRef	Raw text field

4. Select and configure the mapping field for how you want Edwin AI to locate ConnectWise Tickets.

5. Select Submit. 
6. Map Edwin AI state changes to ConnectWise JSON Patch operations. 
   For more information, see Developer Guide – Patch from ConnectWise (an email address and password are required).